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3.2 131 Reviews

Net10 Wireless Complaints Summary

73 Resolved
58 Unresolved
Our verdict: While Net10 Wireless has an above-average resolution rate, there’s room for improvement. Investigate common issues reported by customers and understand how they were resolved. Be prepared to follow up on your queries if needed, and keep detailed records of all interactions.
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Net10 Wireless reviews & complaints 131

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4:44 pm EST
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Net10 Wireless customer service / billing

One of my Net10 phones died two months ago. I used the online form on the Net10 website to deactivate the broken phone and discontinue the "easy minutes" plan that was attached to that phone. The issue is that I continue to be billed for a phone that is not actiive and not working. The phone call to Net10 was an exercise in frustration. It took 13 minutes to connect to the first cutomer service rep. His accent was overpowering, but at least he was trying to be helpful. When he could not resolve my problem, he put me on hold for anothe rep to assist me. 12 minutes later a women (less of an accent) stated she was a manager and would be able to help me - but could not understand nor comprehend my problem. I then asked for her supervisor several times and she continued to tell me that she was a manager. Eventually she put me on hold to wait for a senior manager - by now almost one hour had passed! I waited another 11 minutes and finally hung up - I think that is what they wanted when they put me on hold the second time? I have disputed the charge with my credit card company and have cancelled my service with Net10 and will not recommend them to a friend.

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7:27 am EST
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Net10 Wireless false advertising

My husband has a net 10 cellphone which he pay's 50 for the unlimited plan every month... Sooo on black friday they had the zte merit phones on sale so I pick the phone up because I liked the phone so clear as day on the box it say's $50 first line (Ok my husband has the first line... The next line say's $40.00 month each additional line... So where and why do I need to pay 45.00 for? And then I open the box it say's save $5.00 per monthy plan with the net 10 auto refill option using your credit or debit card! Ok if I do that it will make my second line 35.00...40.00-5.00=35 know what you selling net 10 i'm uploading the box pictures and i'm contecting bbb!

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2:13 pm EST
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Net10 Wireless net10 incompetent

I purchased a Net10 Android on 12/24/11 at the Best Buy Mobile phone in the Avenues Mall, Jacksonville, FL. I had a Net10 phone previously and requested to have the new phone activated and the number transferred. This was not done properly. I struggled for more than two months to get the phone working correctly. My husband and I spent more than 12 hours total on the phone with Net10 trying to get everything working properly. Net10 deactivated my phone often, for no apparent reason claiming that I had run out of airtime. I signed up repeatedly for automatic bill pay to no avail. Somehow a second phone number became associated with my phone in the Net10 system even after my actual number was reactivated which hindered anyone from being able to resolve my problems. No one could seem to get the correct number associated with my phone in Net10's system. I knew what my phone number is and if someone dialed it, my phone rang. Yet Net10 insisted that the number in their system was correct. If they called it, someone else answered and they were befuddled. Sometimes I could make calls on my phone, sometimes I couldn't. My text function stopped working after a month and was never repaired. Even after hours on the phone with Net10 they could not seem to understand my problem or how to fix it. I finally became so dissatisfied with Net10's service that I went to T-Mobile, bought a new phone and signed a two year contract. I had hoped to avoid a contract hence originally signing up with Net10, however I was forced to switch to a company that knows how to do business after suffering through such incompetency at Net10 for so long. I spent $149 on a phone that never worked right with the phone number I wanted for any period of time. Please do not contact me in an effort to repair the phone. Only contact me if you are willing to do the right thing and provide me a refund. Net10 is awful and I will tell everyone I know what a bad experience I had.

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Corp.Wendy
Miami, US
Mar 13, 2012 8:31 am EDT
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Hi, this is Wendy and I work for NET10. I can help you get this resolved right away. Please email us your contact information to NT.CorpResolutionTeam@net10.com. Please copy and paste your comments from the blog and include it in your email to us. Include your name, contact number and your phone serial or cell phone number. We can help you resolve this issue right away. Please include your blog name in your email.

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4:34 pm EST
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Net10 Wireless cell phone

I'm a Best Buy Mobile wireless consultant, and indirect agent for all cell phone companies including net10, I have never had as many problems with a company before. Long hold times from 10 min to an hour, barely English speaking operators and supervisors. There escape route is to send everyone new SIM cards and to reset there phones so that they lose all there min. Also they charge min for calling there own customer service.. I have had customers port in #'s from other providers such as Verizon and the port in was completed, a week later net10 took there ported number away from them, I spent 2 hours on the phone with there customer service, my customer spent 6 hours and finally accomplished something. Another customer purchased airtime min and net10 took there min. this company is a disgrace and I'm ashamed to say we even carry there devices and services.. They steal from people and the sad part is they don't care if they lose a customer. there incompetence eventually will shut there business down hopefully.

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6:21 pm EDT

Net10 Wireless run away from these people as quick as you can

I bought a Samsung T401G phone from these people in January 2010. When it arrived, it would not receive calls, only make outgoing calls, then it stopped doing outgoing calls also. After repeated attempts to get it working both using their web site, and calling "live" people whose speech was virtually undecipherable and muffled at their "customer service" (NOT!) number, we finally received an RMA number to return the phone to them for repair/replacement. They sat on this phone for 5 months, finally returning it in June with the exact same problems it had when it was sent off to them, only now with expired "service time" because they had sat on it for so long, so I did not find out it was still inoperative until I bought still MORE minutes to get the service re-activated, only to find that the phone still did not work. After calling them for a second time on another phone, and burning up $6 of minutes waiting an hour for them to answer the phone, I gave up and submitted a direct complaint at their "Contact" number. Two days later someone called me and burned up another several bucks on my cell phone telling me that they had no record of the RMA and phone and that it was listed as "active" in their computer, although iti still did not work. Then they promised me that if I bought a new Net10 phone they would transfer the minutes on the defective phone to the new phone along with some "compensation" minutes. So, like the sucker they played me for, I bought a new phone, activated it and got a new number assigned to it, and wrote them back an email (which bounced, their sending address is a phoney one that does not receive inbound emails) asking them to transfer the minutes to the new phone. Meanwhile, the new phone worked for a day, but then stopped working, unable to call out or receive incoming calls; it had become "deactivated". So I called them, waited for a "customer service" person, got another inaudible operator who could barely speak English with another muffled/garbled connection, who wasted another 20 cell phone minutes before telling me that I would have to return the phone to the store where I bought it to have them "rescan" the bar code on the self-destructing package my daughter threw away after I gave her the apparently-working phone which was to replace the first never-working phone. She insisted that she could not simply activate/reset/get-working the phone from her console. SO now, I am out for the price of TWO phones ($80 each), neither of which work, plus hundreds of unuseable "minutes", plus several hours of additional minutes I spent talking to these idgets on my other phone. I reckon the only function of this "business" is to sell you inoperable phones and minutes which you burn up talking to their "customer service" number about their inoperable phones. IF someone gives you one of their phones for FREE, toss it into the nearest fireplace and use it to generate a few BTUs of heat to warm your house; you will be far ahead of where you are if you pay for minutes of phone time you will never get to use to talk to anyone but their incomprehensible "service" aliens. Run away from these people as quick as you can.

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Net10 Wireless service

On 7/7/2011 I called Net10 Customer support to attempt to fix a problem with my wifes phone. After over 60 minutes on the phone they added "minutes" to my wifes "unlimited" phone. I was told that it was working properly now.

I called back the next day on 7/8/2011 with the same problem with both mine and my wifes phone and now 58 minutes more time on the phone with customer support. The phones had minutes on them that came with the phones when they were purchased that was to be used to purchase ringtones, games and graphics from net10. The phone had started using those minutes to make and recieve calls and texts and when the remaining minutes were used up the phones were stating we had no air time left. They should have been on an unlimited plan as they had been for almost 2 years. Customer support appologized for the problem and attempted to fix it again by adding more minutes.

The next day 7/9/2011 I called again and spent over a hour on the phone with them again. The new customer support person told me that the previous employee that added the minutes screwed up my phone and that once airtime was added to an unlimited phone it could not be returned to unlimited service. And that since our phone were more than 90 days old I no longer had a warranty and would have to purchase new phones. After complaining that it was their fault that my phones no longer worked and that they should replace them free of charge I was escalated to a manager. At this time the manager also appologized for the problem and told me that they had changed their unlimited plan without notifying their customers and had made all older unlimited phones no longer compatible with the new service plan. He promised to send me new equivalent phones (I had paid $89.99 + tax for each of the 2 phones. I was further promised that they would arrive in 3 to 5 days. I was given a ticket number for the problem at this time.

on 7/16/2011, 7 days later I still had no phones. I called back and spent over an hour again on the phone with another manager that told me the first manager screwed up and didn't put the order threw correctly and that he would personally make sure our phones would be here in 3 to 5 days and gave me new ticket numbers.

The phones arrived 5 days later on 7/21/2011. They were LG300G models. These phones have almost no features at all and cost $29.99 on net10's web site new. These were reconditioned phones and probably retailed for about $15.00.

On 7/21/2011 I called back again and again I was appologized to for the mistake and told to send back the phones and that he promised that I would recieve the correct phones within 24 hours. I complained about the time I had waisted trying to fix net10's mistakes and the tmie without the phones which I had already paid for the service of. I was promised to be compensated for the month I had already paid for on each phone plus 2 months free service on each phone. I asked to have that staement emailed to me or sent to me in writing and was told that they could not do that but that all the notes would be in my file under the new ticket numbers which he gave me. This phone call took 75 minutes.

4 days later on 7/25/2011 I finally recieved the correct phones which still do not have all the features of my original phones. I called up and spent another 57 minutes on the phone with a manager named Shaana trying to activate our phones and transfer our old numbers to our new phones. I was told they had to do it manually and it would take 24 to 48 hours to do and that they would call me back when it was done. And that they would add the 3 months of service to each phone at that time.

The following day (7/26/2011) I called back to see if they had gotten around to transfering our phone numbers to our new phones. I spoke to a manager named Christian Employee #57980. After almost 2 hours of arguing he tried to tell me they could only give me 1 month of service on each phone, the month I had already paid for) as compensation. I explained to them that I had been promised 3 months total compensation on each phone and that was a leagally binding verbal contract. At this time we were working on my wifes phone first. After talking with his co-manager he agreed to give me 3 months total service. The month I had already paid for and 2 more months that I was promised as compensation for my waisted time and lack of phone service during this time. After completing getting my wifes phone taken care of we started on mine. I was then told that I would only be getting the month of service that I had already paid for put onto my phone. I complained that this was not what I was promised and that this was not acceptable. After arguing with him for a while about this he told me he would give me 1 more month of free service and that was the most they could give due to their policies. I argured that he was the one to make that desision and that he had already given my wifes phone the promised 3 months of service so he could do the same for my phone also as the other manager had promised to do. I was then told to "take it or leave it" period. I reminded him that a verbal contract was legally binding and that they needed to keep the promises that they made to compensate for their bad customer service and complete incompetence they had showed over the last 3 weeks time. Again I was told that was all he would do and take it or leave it. At this time I finally said fine I'll take it for now but I would continue to pursue this issue with the Better Business Bureau, Consumer Affairs, any other online complaint forum or department I could find and most likely a lawyer. My time on the phone this time was 117 minutes

These are the ticket numbers I was given for each of the phones over the almost 3 weeks of dealing with them.
Phone number Ticket #1 Ticket #2 Ticket #3
***-***-6960 [protected] [protected] [protected]
***-***-2176 [protected] [protected] [protected]

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Barbara J. Bussell
El Paso, US
Dec 04, 2011 6:50 am EST
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I bought this phone on 11_30_2011. Now i am being told that my phone has been deactivated. Why is this. I bought air time and my phone says that I have 49984.60 minutes on it. And 27 days left on it.

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Barbara J. Bussell
El Paso, US
Dec 04, 2011 6:48 am EST
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I bought this phone on 11-30-2011. [protected]. I have 49984.60 minutes left on it and 27 days of service. Now I am told that my service has been deactivated. Why?
I do not understand this. What is wrong.
Barbara Bussell 7615 Clio St. El Paso, Tx. bussellbarbara@ymail.com is my email address.

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Net10 Wireless picture messages

I have received 5 phone from Net10 and my picture messages is still not working. They don't speak english very well and it hard to get them to understand what your problem is. All I want to do is to be able to send a picture to my email address, each time they send me another phone instead of fixing the problem. Currently, my phone that I just received and my previous phone is are both on, one is under my old number and the other is under another number. I can't get them to transfer my number to the new phone. I think AT&T should be a shame of themselves to place this sevice with such incompentent bunch of perople. I am calling these people daily to try and get my phone corrected. HELP!

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Net10 Wireless service time

When trying to activate a new Net10 Wireless phone, after being a Tracfone Wireless customer for 10 years, I wanted to keep the same phone number. I was switching because I needed to replace my existing phone due to some of the buttons no longer working properly and I was using the phone enough to need more service time. The unlimited 30 day plans offered by Net10 seemed to be a better value while providing the service time I needed. When I tried to activate the new phone, they informed me I would be required to wait for 2 days in order to transfer my number. I called back in 2 days and they told me they had to send a new sim card in order for me to complete the transfer. I had purchased the phone at a local store and purchased my service while on the phone to activate the new phone. At the end of my 7 day wait to get the new phone activated with the correct number, after not having had any service, they successfully activated the new phone with my number but I was shorted 7 days service that I had paid for when first trying to activate the new phone. This is effectively theft because I paid for 30 days of service and received only 23 days service by the time they were able to activate the new phone with the correct number.

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douchebagsNT
Miami, US
Mar 21, 2013 5:58 pm EDT

Im very disappointed on this company. Bought a phone on the website. It only work for a week and it started messing up. It almost took forever to talk to a customer service representative and when i got one on the line, whaaat?.someone who doesnt understand english..im filling a complaint to FCC and BBB. They could not give me a decent help and just reading scripts. Till now they did not do anything to fix the problem. What a bunch of BS.

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Linwood Haskins
Fort Wayne, US
Jan 02, 2013 3:54 am EST

I believe everything as on December 3, 2017 I used my debit card to purchase the 30 day $50.00 unlimited plan. It charged me $51.35 on the screen when i used my debit card. When I checked my SunTrust Bank account, I was charged $54.85. Now my cell phone was cut off on January 1, 2017, which is not 30 days. Someone must have played hooky in elementary school when they were teaching mathematics, because that's not 30 days from December 3, 2017. A computer can not make that kind of mistake, only the person who typed that in. What's going to happen about the time I paid for? Net 10 got all their money, where's all of my time? why do we have to complain after we spend our money? linwoodhaskins@hotmail.com

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Kittyzmeow
Lake Stevens, US
Oct 06, 2011 2:55 am EDT

This JUST happened to me! Got the new simcard and called Net10 to activate the phone. Apparently, the other sim card was no good. It took them over a week to figure this out. They kept promising me after 10+ hours of customer service and tech support/4+ days, everyday on the phone telling them I still don't have a phone number. Their system showed my phone was active, even though they KNOW the number they assigned me was a Tracphone customer and a bogus number for me...anyway, they sent me out a new sim card to activate my phone but are refusing to credit me my minutes and service days because "Maam, your phone was active even though you needed a new sim card". What!? Really? I asked to speak with a supervisor, she said "sure, I'll put you right through..I actually held for 1.5 hours". SCAM of a company and someone needs to put them in their place!

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Net10 Wireless terrible service

Net 10 is a scam! I bought the new lg 800g at best buy, brought it home and transfered the service and number from my old net 10 phone to my new phone. I researched online before I did anything else, to see if there was a limit on the amount of minutes I could transfer, and found no mention anywhere of any limit on the # of minutes you can transfer. there were 1375 minutes and over 90 days left on my old phone. when I transfered to my new phone, I only had 1100 minutes and 120 days of service. I lost 275 minutes and just accepted that, thinking there were no more issues and that was an acceptable loss. then the mic on the new phone did not work, I tried calls I tried voice recorder and neither worked. so I called net 10 and spent over 30 minutes just waiting to talk to someone. finally spoke to customer service and explained the problem. they had me redo everything I tried, (turn on and off, adjust volume, etc). I explained that the mic was not working. they said I could bring back the phone ot best buy and exchange it. then they gave me a ticket number and said there would be no problem transfering everything to the new replacement. (this is where the problems begin).
I get the new replacement phone home and call Net 10 with the ticket number. they can't find the ticket # in the system. I explain everything (again) and they said no problem and procede to active the phone. well, the activated the new phone, with a NEW phone number, 10 minutes of airtime and 60days of service. I explained to the rep that this was wrong, explained AGAIN what the problem was and what needed to be done to fix it. she tried a couple of things but nothing seemed to work. I asked for a supervisor. she was able to add my minutes back and was supposed to be working on getting my service days updated, but hung up on me instead. sooo, back into the phone queue, back to customer service and I immediately asked for a supervisor. so now I speak to a new supervisor, explain everything (AGAIN) and after spending more time waiting and waiting, we finally get the service days updated. now on to getting my old # back. I do everything they tell me to do with the phone, they now said that the # is transfered and it can take up to an hour before the phone number changes. I said that was fine, but I wanted a direct phone # that I could call in case there is still an issue. he said that there was no other phone # than the customer service queue! (I worked 7 yrs in insurance customer service and know that is not true!) I told him, he works in an office, in a building, and that there was a phone number for that office and I wanted that number. he kept arguing that there was no other # to give. I told him I wanted to speak to a manager above him who could give me a phone # to call if there was an issue. if there was no issue I would just toss that number away. he said the manager would say the same thing. I said that was ok, that I would wait on hold with him until I spoke to a manager or 1 hour had passed and I could try my phone again. (more hold time...) and finally I speak to a manager and explained the issue. he gave me the # for the manager's department. so now that is over 3 hours of my life wasted just to upgrade my phone. now, just to recap... 1) they stole from me=275 minutes and 3hrs of my life wasted on the phone; 2) they were incompetent=screwed up the transfer, hung up on me, and refused to give me a direct phone # to call them at. i've almost reached the 1hr wait time they told me for the phone # transfer to take effect. i'll give them 1hr and 15 minutes before see if I got my old number back. I don't have much faith that I will get my number back.
... almost 2.5 hrs later, I still don't have my number. now they are going to send a new sim card, and it's possible that I won't get my number back.
I think i'm going to need therapy after this ordeal...

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Wayne
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Oct 11, 2008 8:45 pm EDT

I owned a simple Tracfone. I purchased a Net 10 phone which had a camera and was bluetooth enabled. I called Net 10 before the purchase to ascertain that I could port my phone number from Tracfone to my Net 10 phone and was told that it would be a normal everyday function to do this.

I purchased the phone online from Net 10. It had a different number on it. I called Net 10 and they said that they would send me a sim card with my old number on it.

When I received the new sim card there was a different number on it than I had requested. I called and spoke to a couple of people and then to a supervisor. She assured me that she would send me another sim card which would have the correct number ported. She also said that because I had a problem she would send me the sim card overnight.

It is a week later and no sim card. Today, I called and spoke to another supervisor who told me that the sim card 'paperwork' had not been done correctly but that HE would get it right this time.

Also, last week, I went to Net 10's website to purchase minutes. I attempted to purchase 300 minutes for $30 (plus taxes). After I jumped through all the hoops, the last page that I saw said 'failed' TRY AGAIN. So, I did try again, and again, and again. I called Net 10 and told them that I needed minutes but was unable to get any on the website.

The person who answered the phone said that he would take care to be sure I would not have a problem since I was concerned that each try showed that $30 was being charged to my credit card. I was assured that I would not be multiple charged. I did wound up getting 300 minutes eventually.

I have just notice that I have four $30 charges on my credit card instead of one. After arguing with three levels of people I had to threaten them to write a complaint to Arizona's Attorney's General office alleging fraud and theft, which I would SURELY do. The supervisor assured me that the charges would be reversed. I have no confidence that this will occur.

I am involved more than three weeks in this and I really don't know when or how it will end.

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MFavor
houwing, US
Jun 24, 2011 11:50 pm EDT
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i was stuck with a net10 phone for about two years. It was the worst. I mean the worst! And trying to get any body to help you on the phone is like pulling teeth. Would not recommend. sorry, your situation, sucked.

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pricetech
Lawrenceburg, US
Mar 27, 2011 1:14 am EDT
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Your experience is typical. They are a classic example of incompetence. What you experienced has happened to other customers as reported her on this site.
My advice, if you're interested, is to use up the time you've bought if you can, get rid of the phone, and find a reputable carrier.

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Matthew55904
Rochester, US
May 01, 2009 2:46 pm EDT
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This IS NOT NET10 NET10 does NOT give you a phone with a phone number on it already you havee to activate it with a NEW or TRANSFERRED number and you gut you 300 minutes automatically you got a failed appempt to buy minute online then u CALL them tell them you bougt minutes and it didnt go through they will ask the serial number of your phone and will SEE that you purchased uncevieved minutes they will then tell you to go into the Code Entry Mode and enter n a code in which ADDS the minutes to the phone NET10 is not as impossible as you people make them out to be ive NEVER not ONCE had a problems with customer service

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4:42 pm EDT
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Net10 Wireless no technical support

I have recently bought a new cell phone, LG900G, to replace my old phone, LG 320. I transfered my old cell phone number to the new phone - no problems encountered. The voice mail system is the problem - I can't access it or set it up. I first tried the website technical servicefor Net10 for help - I was told try a single step and if I was unsuccesful to call customer service. I was unsuccessful so I called customer service - she was no help at all. Customer service then transfer me to the technical department - they were no help at all. The only thing that I received was the used of my prepaid air time which totaled 30 minutes of time. 1 week later and still no voice mail set up! I'm just waiting for my airtime to be finished so that I can get out of Net10. VERY UNSATISFIED with the technical service who can't even troubleshoot voice mail service. I welcome anyone for help in this matter.

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Tonylee
, US
Jan 22, 2012 9:33 pm EST

I've had my own problems with the lg900g and Net10. Ridiculous service blackouts in places that never gave me problems with my cheap Samsung flip phone under Net10. Customer service reps who appear to speak English as a second language which only bothers me because I suspect this is a result of outsourcing and not necessity. It's hard enough to communicate a problem without two people trying to get through each other's accents, and one of them trying to avoid using common idioms that may confuse the other.

The other problem is the speaker which horribly distorts prerecorded messages for menu prompts. I don't know if this is a design flaw, or factory defect on my particular phone. Another problem is the description on the packaging seemed to be deliberately giving you false expectations by not explaining the limitations of the video and other features of the phone.

On the other, I paid $30 for it. So, I guess caveat emptor.

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bknysteve
fayetteville, US
Jun 20, 2011 12:31 pm EDT
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i'm having the same problem, setting up voice mail is a joke, calling net10 for customer no service is even a bigger joke, it gets frustrating when you can never get an english speaking person on the other end, when my volume is turned all the way down anyone that tries to call me gets a message that says "subscriber unavailable"between net 10 and this piece of crap lg900g which radio shack was pushing for $29.00, they have created a way to frustrate people out of their hard earned money, when my minutes are gone this phone along with net10 are going in a yard sale!

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Net10 Wireless customer service, incorrect information from representatives

Purchased cell phone on June 23, 2010. Received message on screen on May 13, 2011 to call Customer Service. Spent one hour entering codes to be told that phone is defective. On May 26, 2011 activated new phone but 1179 minutes was not transferred to new phone. Spent 4 hours on phone entering codes, being transferred to person to person, and cut off twice. This was too much I told them to cancel and was told by several reps that I could have the minutes credited to my Master Card. The last person I talked to stated that I could not get that credit. I talked to 12 people that day. I got address & phone # of corporate from them but when I called I got the same people in the country of Columbia. Looked up address & phone number online and called non toll free number and talked to American (yeh) But that person with his "don't care attitude" told me the minutes were non refundable. I told them they need to greatly improve their customer service and training.

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Net10 Wireless customer service or lack thereof

This week my husband's phone number was suddenly changed without our knowledge or consent. I spent the better part of THREE DAYS on hold with various customer service representatives trying to get his old number back since he was leaving on a trip and needed to be in communication. Finally, the day before he left, after countless hours on the phone, his cell number was restored. Today he noticed that 700 minutes was missing from his phone. He called me from the airport and asked me to contact Net10 and get the minutes restored. Shortly thereafter his phone went dead. I contacted Net10 and they want him to call them from the cell phone so he can get service restored. Anybody see what's wrong with this picture?

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Update by SusieCruzie
May 06, 2011 2:42 am EDT

This week my husband's phone number was suddenly changed without our knowledge or consent. I spent the better part of THREE DAYS on hold with various customer service representatives trying to get his old number back since he was leaving on a trip and needed to be in communication. Finally, the day before he left, after countless hours on the phone, his cell number was restored. Today he noticed that 700 minutes was missing from his phone. He called me from the airport and asked me to contact Net10 and get the minutes restored. Shortly thereafter his phone went dead. I contacted Net10 and they want him to call them from the cell phone so he can get service restored. Anybody see what's wrong with this picture?

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claut43
, US
Aug 29, 2012 6:31 pm EDT

I had alot of minutes stolen to a little tip now before I tell them the problem I ask net10 what there name is and there id number every agent has a number to identify them if write all that down u will get problems taken care of and they cant lie to u if u get there id number because then u can call back and tell the supervisor who u talked to and if all that doesnt work call the better business burea

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lynda2
, US
May 18, 2011 10:36 pm EDT

so far since Jan I have had 3 cell phones
with this company the last one that went bad it took over 2 hrs to get them to acknowledge it was no good the sent me a new identical phone the same problem as the FIRST NO SIGNAL BARS called them again. this time I gave them the MAKE SERIAL NUMBERS of my old phone which they just replaced and wanted my minutes and telephone number tranfered to my new phone was told that they cannot tranfere my phone number from my old phone to my new phone as the phone number was in use but they can transfer all my minute and time with no problem does this make any sents to this day I have had no phone since 4/1/11

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Net10 Wireless tech support in guatemala?

I moved from one area code to another. I needed to change my area code so that I'm not using units at twice the rate. Net10 sent me a new SIM card. I've called their tech support several times to get the area code changed over and I still, 9 months later, have my old area code on my phone. I can't understand anyone on the phone who answers my call. This last time, I asked the man who answered where he was. He said 'Wataymala.' Shouldn't techs in Guatemala be providing tech support for Guatemalans with cell phones? 1) You're sending our money out of the country rather than keeping it in the country and putting it into the pockets of our workers? 2) It's not like talking to a person in America who has an accent and has reasonable grasp of the language. I can deal with that. These American companies or international companies with electronics products in America are outsourcing tech support to countries that put someone on the phone with an accent so thick, the customer can't understand the tech and the tech can't understand the customer. When a customer calls tech support, it's because something isn't working. They're already aggravated and agitated, right? Wouldn't this make them even more aggravated and agitated? When are these companies going to figure out that Americans HATE this crap.

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Net10 Wireless pathetic service and devices

I've tried to like net10, really I have. I don't use a phone constantly and their per minute rate was very attractive to me. I purchased a refurbished unit for only $20.00 and it came with 300 minutes of airtime. Heck of a deal and, while featureless, the phone worked. I tested coverage in a few places I knew were fringe areas, but for the most part my son and daughter in law used the phone so we could keep in touch. A positive enough experience, so I bought a new phone.

Thant's when the nightmare began.

The documentation that came with the phone was joke, as was the "manual" linked to from the site. When I tried to find more information on the phone I discovered that the manufacturer didn't even list the phone and didn't support it because the contract with trac prohibited them from it. Further research revealed that the phone was in fact a discontinued model that had been built for a totally different market, purchased by trac at an obvious discount, and reprogrammed and renamed. This would have been bad enough if the phone had worked like it should. Sadly, it didn't.

Audio was weak. I had a lot of trouble hearing the other party in a conversation and they had a lot of trouble hearing me. This was consistent and couldn't be blamed on "bad connection". The display was also very dim and could not be read in anything but the darkest of ambient light. I contacted net10 "support" and after some time of them "jacking me around" I finally got an RMA and they sent me a replacement phone. Fine, except the replacement was also defective. Same problem with weak audio most of the time with spontaneous spikes of loud and distorted sound in the middle of a conversation. While it did not have the dim display, it introduced me to a new and different problem, battery meter not properly tracking the state of the battery.

Again I called and got plenty of runaround, but finally did get them to agree to take back the replacement and let me return the original defect to the point of purchase. They claim they are sending me a SIM card so I can resurrect the cheap featureless refurb and use up my airtime rather than losing it. It remains to be seen whether that will come to pass or not.

When I returned the phone the point of purchase I was able to speak frankly with the clerk since we were alone in the store and found out that my experience was typical of those who make the mistake of buy net10 / tracphone. He was completely unsurprised by my description of the grief they have put me through.

I just hope they do one thing right and let me use up my airtime so I'm not out any more than I have been already.

Keeping my contract is looking better all the time.

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Net10 Wireless fraud, horrible service

My daughter has had a Net10 texting phone for over a year, and has been careful with the phone itself and frugal with her texting and call usage. On February 5th, with 13 days left on her current 300 minute / 60 day card, her phone suddenly stopped sending and receiving text and calls. A login to Net10's website told me that her phone had somehow been deactivated. Multiple emails through their support portal online went unanswered. I attempted to call their support phone line several times over a three-day period, but they were so busy that I was told to "call back later" without ever being placed on hold. When I finally reached an operator on the evening of February 10th, I was told, after being put on hold numerous times, that the minutes and days on the phone had been transferred to another phone and number. Neither I nor my daughter authorized such a transaction. When I asked them to fix this error, I was told to call back Mon-Fri 8A-6P ET when their "Fraud Department" was open. When I called back the next morning, I was put on hold time and time again before being told to "call back Monday" during business hours. So Monday, with only four days left on the phone's term, I called again. I was left on hold for over two hours without ever speaking to anyone, and then suddenly disconnected. I redialed, spent 15 minutes explaining this whole thing all over again to yet another operator. This time I told them I was a Wal-Mart Electronics center employee (actually, my weekend job). That seemed to make them more attentive and I was transferred to a slightly more intelligible voice and he really seemed to be understanding the problem and working to solve it, until he asked me to hold on a moment. There was a lot of usual call-center background noise for a minute or two, and then I was disconnected. Five hours wasted, no resolution. Their call rate cheap, but be warned, their customer service is just horrible.

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Net10 Wireless unauthorized charge

When making an online purchase for airtime at net10.com, I received a message stating there was a service error and directing me to call net10 customer support. This message was received after I had entered in all of my billing information. I called net10 and made sure to inform them clearly that I only wanted to be billed for the purchase one time, as I had no way of telling if the purchase had gone through or not. They assured me that I had not been charged as the purchase had not been completed and that I would only have the one charge. A few days later when I check my bank account information, I discovered that they had charged me twice for one purchase. I called net10 and they accused me of lying and told me they would not refund the unauthorized charge (this was after being put on hold multiple times and hung up on). Net10 refused to refund the charge or offer any type of compensation for my spending five hours trying to resolve this. Nor did they apologize for telling me that I owned more phones than what I do and telling me I was lying and that I did authorize the purchase when I had not. I ended up having to call my bank, who refunded the extra charge to my account and said they would take it up with net10. I also contacted walmart where I had bought the phones, and they offered to take the phones back and refund me the purchase price of the phones and then deal with net10 themselves. the net10 supervisor was Annalisa with an employee number of 55045. My goodness this ladywas very rude, kept telling me I was lying and that since I had three phones I would have logically purchased three airtime cards - this even after I gave her the 2 serial numbers that I had and directed her to look at my net10 account which only shows 2 phones registered to me. hope it was her pms and not net10s way of doing business and providing good customer service.

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jackh
Fort Worth, US
Feb 23, 2014 7:03 pm EST

Not surprising this just happened:
Net10 is a rip off artist. I tried to purchase airtime and they claim my debit card declined 4 times. Turns out they actually charged me twice. I talked to the bank and all net10 has to do is fax a statement to them (I provided them the fax#) saying they wont try to claim that money and net10 is saying it will be 2 days before they can do that. I told them my 7 year old wont eat for those 2 days because it was my grocery money they stole but of course thats not important to them. The bank says they will put it back immediately if Net10 would just send the fax. Should be easy but if you google Net10 Rip Off you will see ripping people off is what they do best.

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Net10 Wireless number transfer & phone upgrade

I up graded phones and transfered my number to the new phone. Well it NEVER happened after 3 weeks I am still having difficulty getting the matter resolved. I have been on the phone at least 4 different times calls lasting >1hr. Only to get the same No Success with the service. I don't like that MOST if not all the customer service reps do not speak English clearly. I have to request someone else with out a heavy accent every time I call. I don't like NET 10 anymore. I guess that I will try someone else-who knows what they are doing!

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Ksb7
, US
Jul 29, 2015 3:58 pm EDT

Same problems as above, bad customer service, no service after I switched even though I has service before I switched. Loss of air time after they switched sins... Bad bad bad

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Net10 Wireless samsung r451c

I just spoke with net 10 customer service, he stated that the samsung r451c now charges 5 cents per text. I bought the phone because it is advertised by net 10 to only charge 3 cents per text. Below is what is also listed on net 10's web site re the samsung R451C.

Includes 300 Minutes and 60 Days of Service upon activation. Single Rate for every call - always 10¢ a minute: local, nationwide long distance and roaming. International calling to over 60 destinations just 15 cents per minute, Text Messaging only 3¢ per message for the Samsung R451C, Mobile Web, MP3 Player (cable and SD card not included), 1.3 Megapixel camera, MMS Picture Messaging, Bluetooth® Wireless Technology, Slider QWERTY Keyboard, Caller/Picture/Ringtone ID, Buy Downloadable Ringtones and Graphics using airtime minutes, Vivid Color Display, Voicemail, Call Waiting, Hands-free Speaker, Key Pad Lock, Alarm Clock, Voice Recorder, Voice Dialing, Voice Commands, Vibration Alert, Auto Redial, Hearing Aid Compatible (M3), Alarm Clock, 10 Polyphonic Ringtones and Phonebook with up to 500 entries.

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spicytim
wasilla, US
Jan 03, 2011 11:04 am EST
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Same thing happening here, 3 months of .3 min per text then suddenly 1 minute per text. I didn't upgrade to an $80 phone just to pay MORE for minutes! There's no way I'm calling their horrible indian tech support again, though, so I'm going to do some digging in their user agreement.

OK. In big bold letters under the TEXT MESSAGING clause it reads, "If you are on one of the 30 Day Monthly Plans, the rate to send or receive a text message is 1 unit or minute per text message."

I've been using this plan since I got this new Samsung R451C so they must have just up and changed that recently. I guess it was too good of a deal so to compensate they just made text messaging more expensive. Too bad that totally contradicts how they advertise the R451C as being .3 min per text. Thanks for nickel and diming me Net10! Awesome.

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bjagd02
Freedom, US
Dec 11, 2010 7:09 pm EST
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This happened to my gf too with the same phone. It was charging her .3 minutes per text ever since she bought the phone. She added minutes this morning and now it is charging 1 minute per text. What ended up happening with you? She called customer support and they tried telling her she was lying and that phone has always charged 1 minute.

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Net10 Wireless non-functional phone

I purchased a Samsung T401G phone from these people in January 2010. When it arrived, it would not receive calls, only make outgoing calls, then it stopped doing outgoing calls also. After repeated attempts to get it working both using their web site, and calling "live" people whose speech was virtually undecipherable and muffled at their "customer service" (NOT!) number, we finally received an RMA number to return the phone to them for repair/replacement. They sat on this phone for 5 months, finally returning it in June with the exact same problems it had when it was sent off to them, only now with expired "service time" because they had sat on it for so long, so I did not find out it was still inoperative until I bought still MORE minutes to get the service re-activated, only to find that the phone still did not work. After calling them again on another phone, and burning up $6 of minutes waiting an hour for them to answer the phone, I gave up and submitted a direct complaint at their "Contact" number. Two days later someone called me and burned up another several bucks on my cell phone telling me that they had no record of the RMA and phone and that it was listed as "active" in their computer, although iti still did not work. Then they promised me that if I bought a new Net10 phone they would transfer the minutes on the defective phone to the new phone along with some "compensation" minutes. So, like the sucker they played me for, I bought a new phone, activated it and got a new number assigned to it, and wrote them back an email (which bounced, their sending address is a phoney one that does not receive inbound emails) asking them to transfer the minutes to the new phone. Meanwhile, the new phone worked for a day, but then stopped working, unable to call out or receive incoming calls; it had become "deactivated". So I called them, waited for a "customer service" person, got another inaudible operator who could barely speak English with another muffled/garbled connection, who wasted another 20 cell phone minutes before telling me that I would have to return the phone to the store where I bought it to have them "rescan" the bar code on the self-destructing package my daughter threw away after I gave her the apparently-working phone which was to replace the first never-working phone. She insisted that she could not simply activate/reset/get-working the phone from her console. SO now, I am out for the price of TWO phones ($80 each), neither of which work, plus hundreds of unuseable "minutes", plus several hours of additional minutes I spent talking to these idgets on my other phone. I think the only function of this "business" is to sell you inoperable phones and minutes which you burn up talking to their "customer service" number about their inoperable phones. IF someone gives you one of their phones for FREE, toss it into the nearest fireplace and use it to generate a few BTUs of heat to warm your house; you will be far ahead of where you are if you pay for minutes of phone time you will never get to use to talk to anyone but their incomprehensible "service" aliens. Run away from these people as fast as you can.

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jcqtn
Southport, US
Mar 20, 2011 5:58 pm EDT
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"They sat on this phone for 5 months, finally returning it in June with the exact same problems it had when it was sent off to them, only now with expired "service time" because they had sat on it for so long..."

I think right there would've been the point at which I stopped *trying* to do business with this company and went elsewhere to try and get satisfaction. That would've been, what? at least $100.00 you were out at that point, with still no working phone and no phone time to show for it. Net10 would've CLEARLY been in the wrong to keep your phone "in repairs" for 5 MONTHS. It is not the customer's fault AT ALL if they get a "lemon" phone -- that's the *Company's* problem -- not yours. THEY are the ones responsible for fixing it, not "sit on" the phone and steal your phone time to boot. Yep, they'd have been hearing from BBB or attorney general's office -- something -- if that happened to me!

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Net10 Wireless terrible tech support

I've been a Net10 customer for about 3 years and never had a problem with the service and coverage or phone usage for the first 2.5 years, always bought my cards at department stores, entered the airtime pin and in 5 seconds or so the new time was on my phone. Never had to call support for anything. The phone was a simple one, no real bells and whistles, but it always worked fine. Only problem I ever had with it was it would somehow vibrate and mash around in my pouch and come unlocked and call people! That's just the phone design and not a Net 10 problem so I accepted it. A few years later I looked at the Net 10 website and saw I could upgrade phones, and found a phone that was a flip phone, had a camera and I wouldn't have to worry about it calling people on its own. Plus, it came with 300 minutes, and I would only have to pay a net of about $10 for a new phone after air time cost. I waited until it was close to time to add air time and decided to upgrade to the new LG 600 flip phone which I ordered from their website. I had to call Net 10 support and that's where the issues started... This was October 09.

I spent a few hours on the support line with them giving me codes to enter and such and it was finally decided that the SIM card was bad so they sent me another one. Called again and went through the process of getting it working and after asking for a supervisor, this lady, although hard to understand her accent, she got the phone working. A few days later I realized my voice mail didn't work. I tried to follow the steps to set it up, but it never gave me any response but that this voice mail account was invalid. Called them again, several times over three months, hours on the phone, never got it resolved. Each time the last person I spoke with would tell me to give it 2 or 4 or even 24 hours, leaving the phone on and it would be working. Never a change. I gave up on having voice mail. It was starting to seem to me that the 2, 4 or 24 hour statement was their way of getting me off the phone and admitting they had no idea how to help me. This was December 09.

A few weeks ago I crushed the display of my LG and although the phone still works, I can't read anything on the display, so I don't know who's calling me, and I have to call out by entering the number since I can't see my phone book. So, I ordered the exact same phone from them. Figured it was worth the few dollars since it comes with 300 more minutes. Basically cost me $8 after air time to get a new phone with a coupon code. Got it Friday and called to get it activated, minutes transferred from the old phone and phone number etc. Was on the phone long enough that my home wireless phone went dead, right after I had asked to be transferred to a supervisor and was starting to explain to him what I had been through when the house phone died. Called back and got a different tech, went through all the same process again, asked for a supervisor and was told none could speak to me and I'd have to wait 24 hours, leaving the phone on while he escalated the issue to a department in Florida. I told him that was unacceptable and wanted to speak to a supervisor. He hung up on me! I called back Sunday evening (of course the phone still didn't work, and the old phone still was sending and receiving calls even though the new phone had the minutes on it and showed my phone number) and spent another 1.5 hours speaking to supervisors. Again they claimed I needed to wait 48 hours this time and someone would call me when it was resolved. I didn't argue this time, just accepted it and decided in the mean time I would research other options.

I read the complaints on this site and saw someone recommending Pure Talk USA so I looked at their options. Their info looked good and I couldn't find any complaints about them, and the folks who were talking about them were all happy customers, and some said their tech support and customer service is in the USA and you can actually understand them and they treat you with respect...

I found Net10 customer support page and submitted a request and told them what I had been going through and that I was giving this one more chance to be resolved and was going to give up and go with another provider. I got an auto response that confirmed they had received my request and that someone would be in touch with me...in 24-48 hours! So, I went to the customer support page on Pure Talk USA and sent them an email asking a couple questions. Within 5 minutes I got an email back from one of their customer support persons answering my questions and telling me they would love to have me as a customer. Not an auto response, but a real human. First impressions are golden in this industry...

I called Net10 tech support again last night (Tuesday--48 hours later) and told the first tech that this was my last phone call and that they had this phone call to get my new phone working or I was done. Over three, yes three hours, and 5 support people, (the last 4 were supposed to be level 2 or 3 techs) and several codes entered, turn off and on, remove SIM cards, read numbers etc. no one could get the phone working. Every one of them, before I told them once again that if they couldn't resolve the issue I was done, told me to wait 24-48 hours with the phone on and it would be fixed! Every one! When I would give them the "I'm done" speech, they would transfer me to a higher level supervisor and I'd start all over again with the codes and reading them the SIM number off the card etc. After three hours of this, and the 5th tech telling me to wait 24-48 hours, I calmly told him that I am a patient man, but I have my limits and I was done and would be packaging up the new phone and sending it back for a refund and going with a new provider.

I signed up with Pure Talk USA last night and am waiting for my new phone. I'm not going to be porting the number I've had for 3 years from Net10 because I just don't want to have to deal with them again in any way. I'm ready for a fresh start. I'll report back here in a few months and let everyone know how it's going.

It is sad that a company I had no complaints about for so long has such bad tech support and customer service that a loyal customer of 3 years has been turned away, even hung up on when all I was trying to do was upgrade to a nicer phone and keep the service! Very sad. I guess if all you ever do is buy the package phone from Walmart and it works, you should be good to go, but if you ever have to get involved with tech support, may God be with you!

Side note: While typing this I received an email from the lady in customer service from Pure Talk USA thanking me for becoming a customer! What a timely email!
Doug Ferguson
Texas

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Update by Doug Ferguson
May 27, 2010 11:40 am EDT

It's not over! Last night Net10 customer service called me to try to talk me into staying with them. I told them I had given them every chance to get things right and had decided already not to continue with Net10, and had already signed up for Pure Talk USA. I told the agent that I planned on using up the time I had already purchased that was originally on my old phone and then not renew my airtime with them, but start to use my new service.

Well, today my old phone no longer works! Neither does the new Net10 phone. So I guess the saga never ends with them. I'm going to have to call and see if I can get them to reactivate my old phone as I don't plan to forfeit the 400+ minutes I had on the old phone before all this started! Their incompetence really wears you down.

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Brettcb
Beverly Hills, US
Dec 23, 2010 7:14 pm EST

Worst customer service experience of my life. In addition to the heavy accent, the csr had a major attitude problem, every word out of his mouth dripping with pedanticism and loathing. I told him I prefer not being treated like an imbecile and that he'd do well to improve his skills in dealing with the public. His response was that I shouldn't "go there with him." I then told him I'd like to speak with a manager afterward, and his response was "not a problem, but what makes you think you're in a position to complain?" Incredulous, I replied that the customer is always right, but "apparently Net 10 is not AT & T or Verizon, and we get what we pay for." I went on to tell him that he should be happy to have a job, given the disproportionate number of Net 10 customers who presumably aren't as lucky. The rep then called me an a$$hole (no hyperbole, that's the exact word his used, the sounds of other csr's chattering away in the background all the while, presumably abusing customers of their own). That's when I hung up. And all this over the matter of replacing a SIM card for an unactive phone, which in hindsight should have been straightforward. Instead I went back to the Radio Shack store where I originally bought the phone, and was given a new phone for little cost, apparently the easiest workaround for the de-activation problem. The Radio Shack employee commiserated with me over Net 10 horrible, shameful customer service. "It's not a company you want to be dealing with directly, " he admitted.

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