Need address for defective return

[donfop]

Last Monday, 4/22/2013, I received my wife's new, refurbished, SamsungS720C, Samsung Galaxy Proclaim, Straight Talk phone and $45.00 service card. I purchased them directly from the Straight Talk/TracFone web site. My order number was 88182635, PO number 5895302, Ship date 4/19/2013.

Thursday, 4/25/2013 I noticed that the phone would not function properly. It would drop connection and then freeze on a blinking Samsung screen. I tried removing the battery several times, but no luck. I called and spoke to a Straight Talk rep on Friday and was told to return the phone, confirmation number 1068933936. I asked the rep for return instructions and was told that they would be sent to me via e-mail. I gave them my wife's e-mail address. I also asked for verbal instructions but was told that company policy prohibited the rep from giving me the return address over the phone. The rep assured him that I would get the instruction e-mail within a few minutes. Well it has been over 12 hours and still no e-mail.

The rep also told me that corporate policy prohibited him from giving us credit for the six to ten days that it will take to get me a replacement phone, and that we have to pay to ship the phone back for replacement.

As I want to get the phone to the Fedex store today, in order to start the process, I need to confirm the return address and instructions. I don't know if you are working today but I am so frustrated with the Straight Talk customer service that I thought I would check with you directly.

[ST - Catherine]

Good day donfop. My name is Straight Talk Catherine. 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.

[donfop]

I am still waiting for my e-mailed instructions from Straight Talk - regarding how to return my three day old defective phone for replacement. If I had of got it today I could have taken the package to Fedex - but now it is to late and I will have to wait until Monday (assuming I get the e-mailed instructions by then). I called back to ST and I was again assured that I would receive an e-mail containing the address and return label today - THIS IS RIDICULOUS!

NOTE to ST reps - don't bother with the private message BS again - it wasn't followed up on earlier today - just make sure I get the e-mail before Monday

[mcarp]

I've been trying since Aug. 18 to get ST to send me a return envelope or label for my defective moto e. I've called probably 5 times and they've sent me 3 emails with the order no. stating I'll receive an email from Fedex and nothing ever happpens. This is terrible customer service.

[ST-Jean]

Hi mcarp! My name is Straight Talk Jean. Please check your Forum inbox for a private message. Thank you.

[raguthmiller]

Ho was this ever resolved? My mom is having the same trouble. Getting an email stating that she will receive a separate email from FedEx and never gets one. What is going on? She will be disconnecting her service if this is not resolved ASAP.

[ST - Larry]

Hi raguthmiller. My name is Straight Talk Larry. For further assistance, please check your forum inbox for a message. Click on "New Messages" beside User Control Panel to view your forum inbox. Thank you.