Complaint Review: Cricket Wireless -

I recently signed up for a family plan with Cricket wireless after using their Device Eligibility Check tool to determine which of our devices could be moved to the Cricket (AT&T) network. One the five devices checked, four were determined to by eligible to move to the Cricket network. A 5th device was determine to be incompatible with the network. Based on this information, I placed an order with Cricket for one new phone and four cricket SIM cards($10 each) to move the remaining four existing devices to Cricket. After receiving the SIM cards and new phone I initiated a wireless phone number port to move all five existing phone numbers to Cricket.

After a few minor hiccups, all numbers were ported and I installed the new SIM cards as instructed. One for the four existing devices did not come up on the Cricket Network, and I initiated a chat session with Cricket technical support to resolve. They were unable to resolve it and indicated that I needed to try the provided SIM card in another device. I did not have another device that supported this sim card size, so they indicated I would need to go to a Cricket store to have them test it. I did this, and there was nothing wrong with the SIM card. The rep at the retail location indicated that the phone may not be compatible after all, or that is was locked by Verizon. They suggested I go to a Verizon Wireless store to verify this. I did - Verizon indicated that the phone was not locked, but that if it was , there was nothing they could do about it in the store - I would need to call Verizon customer service. I returned home and contacted Verizon customer service online, and they confirmed the phone was not locked. Grrr.

I again contacted Cricket technical support and reviewed the case with them, including the retail store rock fetch that had cost me several hours. They had me try a number of other things with the phone, none of which resolved the issue. I requested a new phone (offered for FREE before I had moved my service to Cricket, but was told since I had already signed on with Cricket there was nothing they could do to fix this - I would need to purchase new phone from them, plus pay a $25 phone transfer fee, plus get no refund on the original purchased SIM.

Reviewing the sequence of events got me nowhere. I am now stuck at Cricket with a device that doesn't work on their network (despite) their original assertion that it would, and am paying for service I cannot use without shelling out more money. Before I was a Cricket customer, they offered me a free phone for this line. Now that I am a Cricket customer, they will not, despite their mistake.

My anticipated cost:

1. Pay off puchase balance for Verizon wireless phone Cricket indicated as eligible to operate on their network per IMEI check ($60)

2. Purchase Cricket Wireless SIM card for this phone ($10)

My actual cost: 

1. Pay off Verizon Wireless balance for Verizon Wireless phone moved to Cricket ($60)

2. Purchase Cricket Wireless SIM card for this phone ($10)

3. Purchase another  phone from cricket that would have been FREE is I had done it before I ported the phone number ($50).

4. Cricket phone "upgrade fee" of $25.00

5. Lose 5 days of service I have been paying for at $40/month but not receiving ($6.50)

PLUS the inconvenience of being without mobile phone service and the waste of  ~4 hours visiting retail stores and talking/texting with Verizon and Cricket customer service. 

Based on my experience, I would not recommend this carrier and feel that their business practices are extremely dishonest. I've wasted hours trying to resolve this and will end up paying for something I shouldn't need to. Not the bargain it was supposed to be. If this is how the company treats a new customer, I can only imagine how much worse it will get from here on in.

Buyer beware.