- Report: #181329
Complaint Review: Cricket Communications - San Diego California
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Cricket Communications
10307 Pacific Center Court San Diego, 92121 California, U.S.A.
Phone:
800-274-2538
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Cricket Communications POOR CUSTOMER SERVICE Ripoff San Diego California
Copy of e-mail sent to Cricket
Dear Cricket(Attn: Stewart Hutchison),
I'm a Cricket customer and I just wanted to send you this e-mail to express my displeasure and disappointment with a very simple problem that started out as just a little human mistake and has blown up into a loss customer for you,because of poor customer service.
I damaged my headset and I bought a new more expensive headset that I was having problems with. I called into customer service to get an answer to my question and even though I was not pleased with the answer I understood it and accepted it. The problem or question was I had purchased ring tones for my phone that was damaged and wanted to know if those ring tones that were already paid for would transfer to my new phone. The answer to that question was no and I did not like that answer but I was OK with it. Before I got off of the line I stated to the rep that I had a new address and wanted to give that address to cricket. The rep took that address change she did read the correct address back to me CORRECTLY and stated that it would be updated. I forgot to ask a question so I called back and when I verified the name and address on the account the rep stated that the address was wrong. I WAS FURIOUS !!!!!!!! I tried to verify the old address on that account and even that info the rep stated was wrong. I asked to speak to a supervisor and I spoke to Steve who was very helpful and pleasant and Even though I did not even get to access the account he helped me to the best that he could. Steve stated that he would speak to the rep who made the error and get the situation taken care of. I called back today and my info is still wrong and I am very mad about it and to top off the whole situation I spoke to another floor supervisor today Phil badge #2823 who has pushed me and my business right out of cricket because of his rudeness and very poor customer service. He was sarcastic and show me your cricket customer NO empathy at all and even though I did not want it no sympathy. He was rude and very short with me and his sarcasms was a slap in the face of me your customer. I would hope that someone as close up the chain of command to Mr. Stewart Hutchison will read this and take the time since the calls are monitored to find my calls and listen to the calls and see that I as your customer even though upset was not rude and even though I more than likely had the right to cuss and swear at whoever answered that phone call. Phil(badge #2823) needs some customer service training to learn how to effectively empathize with customers.
As you might see from my e-mail address I work for a major mutual fund company and I'm informing you that I am going to first start with my friend and co-workers who use cricket service to let them know about the "POOR" customer service they to can expect from cricket and from there who know you might just maybe have some picketers at the major cricket stores with signs that read don't but cricket poor customer service for the regular guy.
Sincerely Your former customer,
John
Aurora, Colorado
U.S.A.
Dear Cricket(Attn: Stewart Hutchison),
I'm a Cricket customer and I just wanted to send you this e-mail to express my displeasure and disappointment with a very simple problem that started out as just a little human mistake and has blown up into a loss customer for you,because of poor customer service.
I damaged my headset and I bought a new more expensive headset that I was having problems with. I called into customer service to get an answer to my question and even though I was not pleased with the answer I understood it and accepted it. The problem or question was I had purchased ring tones for my phone that was damaged and wanted to know if those ring tones that were already paid for would transfer to my new phone. The answer to that question was no and I did not like that answer but I was OK with it. Before I got off of the line I stated to the rep that I had a new address and wanted to give that address to cricket. The rep took that address change she did read the correct address back to me CORRECTLY and stated that it would be updated. I forgot to ask a question so I called back and when I verified the name and address on the account the rep stated that the address was wrong. I WAS FURIOUS !!!!!!!! I tried to verify the old address on that account and even that info the rep stated was wrong. I asked to speak to a supervisor and I spoke to Steve who was very helpful and pleasant and Even though I did not even get to access the account he helped me to the best that he could. Steve stated that he would speak to the rep who made the error and get the situation taken care of. I called back today and my info is still wrong and I am very mad about it and to top off the whole situation I spoke to another floor supervisor today Phil badge #2823 who has pushed me and my business right out of cricket because of his rudeness and very poor customer service. He was sarcastic and show me your cricket customer NO empathy at all and even though I did not want it no sympathy. He was rude and very short with me and his sarcasms was a slap in the face of me your customer. I would hope that someone as close up the chain of command to Mr. Stewart Hutchison will read this and take the time since the calls are monitored to find my calls and listen to the calls and see that I as your customer even though upset was not rude and even though I more than likely had the right to cuss and swear at whoever answered that phone call. Phil(badge #2823) needs some customer service training to learn how to effectively empathize with customers.
As you might see from my e-mail address I work for a major mutual fund company and I'm informing you that I am going to first start with my friend and co-workers who use cricket service to let them know about the "POOR" customer service they to can expect from cricket and from there who know you might just maybe have some picketers at the major cricket stores with signs that read don't but cricket poor customer service for the regular guy.
Sincerely Your former customer,
John
Aurora, Colorado
U.S.A.
1 Updates & Rebuttals
M
Winston Salem,North Carolina,
U.S.A.
I agree, that was bad customer service in this instance.....
#2UPDATE EX-employee responds
Sat, March 18, 2006
First of all, I'm sorry that you experienced this from Cricket. I'll try to explain as much as I can to you. Usually when an update of an address is made, a note is made about the updated address and then it must be manually updated by the rep as well (that's the correct way to do it). I'm not sure what the rep did, but it's very likely that he/she might have put your address on a different account by mistake. Sometimes, they can get to working on two accounts at the same time and they may forget which account they're on. I know I have done that a couple of times by mistake. What I'm surprised at is that no one referred you to the Full Service store with a photo ID in order to make sure that your address was updated correctly because of the mistake. The reps at the full service store have access to the same system that customer service does. As for the treatment you received from the floor supervisors, I'm surprised. I don't know of any supervisors that would treat you like that over the phone. I can understand why you'd be upset about that. I know that the "transfer ringtones from damaged phone" issue is quite cumbersome. Unfortunately, ringtones cannot be transferred between phones. I know that your phonebook can, but not purchased ringtones. It's because they are specific according to the phone you have and they're only registered for the phone you downloaded them onto. It's kind of like when you have to reinstall Windows XP on a hard drive. You have to reactivate that copy of Windows XP, but it's only goiong to be valid for one computer at a time. And sometimes, it's not transferable. Just so you know, your situation is a rarety of sorts with Cricket. I know that there are certain places where a rep can put a change of address, and most likely put the updated address in a place where the next rep forgot to look, so he/she just assumed that it was never put in. I really can't tell without looking at your account. If I'm not mistaken, you can also update your address online at http://www.mycricket.com.
