terrible customer service

[lucy1919]

I've been a Straighttalk customer for at least 2 years. I purchased their Galaxy Proclaim phone online Fri. 5/25/12 before the 3pm "ship same day" deadline. At 2:08pm to be exact. I selected overnight Fedex shipping ($14.95) which was supposed to be free if the order was over $29 and a phone and service plan was bundled together, which is what I bought. My order was $251 total including a new $45 plan card and the phone, which was $179. Straighttalk orderprocessing charged the $14.95 Fedex fee that shouldn't have been charged. They also did not ship my phone that day as promised by their shipping policy. I talked to 3 different customer service agents, including 2 who claimed to be "managers". That is a joke. Aside from the fact that I could only understand what 1 of was saying due to bad English, I was "informed" that my phone didn't ship on Fri as promised 7 none of them had the answer as to why. They just kept "informing" me the same gibberish and putting me on hold over and over, which I think is their way of trying to get rid of you. Also, they refused to put a higher manager on the phone saying that manager "didn't want to talk to you(me)". My service end date on my current contract WAS bumped out 10 days for refund the $14.95 shipping charge, but I had to correct their math 4 times to get the corrent # of days to equal $14.95. I was on the phone a total of 3 hours Fri. 5/25/12 with no results.

Friday night I was also "promised" 25 days of extra service but the rep wouldn't go ahead and bump my service date out like the rep did earlier that afternoon. She did give me a "reference" number that supposedly is in my account notes so they'll do it when I call close to the new end date of my current plan 6/12/12. I doubt that will actually be done.

Saturday, May 26th, I called again. This time I called the "manager's number" that the last "manager" had given me Fri. 5/25/12. They couldn't explain why my order hadn't shipped on Fri., 5/25/12 as promised and just kept "informing" me gibberish about it being the weekend, etc. I also never got a purchase confirmation email promised Fri. and finally received on Sat. AFTER I was on the phone for another hour. I had asked OVER AND OVER Sat. to speak to the "supervisor" of the "manager" I was speaking with Sat. but was told he "doesn't want to talk to you(me)". I said I was going to contact the BBB, and their corporate office in writing to complain and finally hung up. The "manager" I was speaking to laughably called ME BACK and said the call got cut off. I said it DIDN'T, I hung up on them. He actually called back again but had no solutions to offer.

I asked the rep Sat for more minutes since they still hadn't shipped my package and THEIR EMAIL RECEIPT I FINALLY RECEIVED SATURDAY 5/26 SAID MY ORDER WAS SHIPPED SAT. 5/26 AND I HAD A FEDEX TRACKING NUMBER WHICH WHEN I CHECKED THE FEDEX TRACKING AT FEDEX SAID STRAIGHTTALK HAD SHIPPED THE PHONE 2-DAY service NOT the OVERNIGHT SERVICE IT WAS SUPPOSED TO BE. I talked with Fedex who said the shipper could call them and get the shipping changed to overnight but I couldn't do it myself. I called straighttalk AGAIN and after this perticular "manager" REFUSED to call Fedex OR compensate me in any way IMMEDIATELY, I hung up. 6 hours later, STILL no acceptable solution. I TOLD THEM OVER AND OVER I NEED THE PHONE FOR WORK AND WOULD LOSE ALMOST $180 because THEY MESSED UP MY ORDER THREE 3 THREE SEPARATE TIMES!!!!!!!!!!!!!!!

I told 3 different "Managers" (that is such a JOKE) that ITS CHEAPER TO KEEP A CURRENT CUSTOMER THAN TO GET A NEW CUSTOMER but that theory doesn't seem to make sense to straighttalk. THIS SITUATION IS A TOTAL MESS FROM START TO FINISH. I WOULD HAVE CANCELED MY ORDER BUT THEY SAID IT WOULD TAKE 2-3 MONTHLY BILLING CYCLES FOR ME TO RECEIVE THE REFUND. ARE YOU KIDDING ME? IT ONLY TOOK THEM 2 MINUTES TO OVER CHARGE MY CREDIT CARD AND TOTALLY MESS UP MY ORDER, NOT THE LEAST OF WHICH OF ALL THE TIME I SPENT ON THE PHONE WITH THEM WITH NO RESULTS.

I am EXTREMELY DISAPPOINTED in their customer service. If you buy their phone in a store and buy the service plans online with NO customer service intervention, then you typically have NO PROBLEMS. BUT if you have to call them FOR ANY REASON, IT'S A NIGHTMARE. i AM WRITING THEIR CORPORATE OFFICE AND BBB TO COMPLAIN. I EXPECT TO HAVE PROBLEMS WITH MY NEW PHONE AND THE PORTING OVER OF MY EXISTING PHONE NUMBER IF FOR NO OTHER REASON THAN I'VE COMPLAINED SO MUCH SINCE FRIDAY AND AM POSTING THIS INFORMATION ON THEIR FORUM TODAY. I'm quite sure I'll get the usual "I need to take this conversation offline to be able to help you" post from a rep or psuedo rep in a few minutes. They DO NOT REALLY HAVE CUSTOMER SERVICE AT ALL. Not in ANY recognizable form at least.

[lucy1919]

okay all my posts about the same issue are showing up. Now let's see if I actually get timely as in quick help resolving the problem. I'm really tired of wasting my time with your customer service reps who DO NOT provide customer service.

[angelaedwards]

i also have an issue with the cs. I was on hold for 30 min, called the number for byo sim, now i havent been answered yet, and its been 16 min...now how irritating is that?! I have had nothing but problems. When straight talk first came out, it was awesome...great signal, cs wasnt that bad. I used straight talk up until 3 years ago. I decided to come back this summer, and it has gotten so bad, makes me think wtf did i do? The signal is TERRIBLE, the apn settings they give you dont work, and when I call, cs tells me that the reason i can make calls but cant access the internet, send any mgs and all of that is because my service ended and i have to add more. that was around Dec 22nd or so. I argued with her, and told her my husbands end date wasnt until Jan 9th. she looked it up AGAIN, and gave me a different apn setting that is not on the site, or the activation card. I asked for her to make it right by giving extra time or something since straight talk blocked us or what ever they did, and she said no because the issue has been resolved. AND it use to be, when you purchased more time, it would just start when ur service date is up. Now, it changes your service date. My husbands date was the 10th. We bought more time so on the 10th, there would be no interuptions. Well now, his service end date is on the 9th. This is the case for my service end date as well. So why do i have to wait on the phone for assistance, for them to even acknowledge me for an extreme amount of time?? it has now been 28 min 13 sec, and noone as of yet! i guess i'll hang up from the 8552222355 num and call the reg number just to be on hold some more, and then for them to transfer me to this dept, so i can once AGAIN wait for someone to answer the darn phone!!!!

[Jhonally_ST]

Hi angelaedwards. My name is StraightTalk Jhonally. Sorry that you’re having a problem. I’m going to try to help you now. We need to take this issue offline, so I can address it further. I will contact you directly with a private message. If you are new to this Forum, please participate in any thread by creating at least five posts to enable your private messaging feature. Thank you.

[rezapci]

same here i keep calling or its busy or discounted

[Debbie_ST]

Hi rezapci. My name is Straight Talk Debbie. Sorry that you’re having a problem. I’m going to try to help you now. We need to take this issue offline, so I can address it further. I will contact you directly with a private message. Thank you.

[zdixon]

Customer service is ridiculous. Every time I call I get the message "all of our customer service reps are currently busy please try again later" without the option to even wait.