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Today (Nov. 25 ) I tried to upgrade two of my phones on my straight talk service (current customer) with their currently advertised specials. I tried to purchase two apple SE's online and it would not give me the current advertised special price of $99 each. I first tried to handle it through their "chat" session and was told since I already had a plan in reserve I could not buy the phones for the sale price without purchasing another plan, which I could not do due to having a plan in reserve. In my second "chat session" the representative told me he could not answer my questions, and after several pauses, said he was transferring me to the sales. After that chat session, I called their customer service three times with the following results. 1st call- the rep. did not know about the specials on Stright Talks site, put me on hold and said they were out of phones for the special. 2nd call- said they were transferring me to sales and hung up after being put on hold several times. 3rd call- asked to speak to a supervisor/complaint department, was put on hold numerous times and then hung up on me after 45 mins. Between the chats and phone calls, I was tied up for over an hour when all I was trying to do was purchase two phones as a current customer! No callback, no text, no emails, no follow-up. Very poor customer service!
Claimed loss: Two pones, $198 as per the advertised special
Desired outcome: Apology and the ability to purchase the two phones as advertized.
John Dean
10:11 AM (2 minutes ago)
to ComplaintsBoard.com
Hi Maria,
At your prompting, I followed your directions and re-contacted "chat" through the link you provided yesterday (Monday). After I contacted "chat" again, they had no knowledge of the issues I was having, and did not have the ability (or didn't want to) to pull up the previous "chat" sessions or phone calls. After explaining the matter again, and after 40 mins. with them, they advised me I could not purchase the items that were on sale when I tried to purchase them because they were not on sale now. Please advise me why you directed me to "chat" again if they are unable to help me? This was more time (40 mins.) wasted when I was only trying to purchase new phones to upgrade my existing phones. As a new customer, and after three "chat" sessions and three phone calls I am convinced that the goal is to frustrate the customer until they give up. If you are not going to assist me with trying to spend money with your company and provide customer service, please just tell me that and quit wasting my time and money, There are plenty of other phone services available.
On Mon, Nov 27, 2023 at 12:10 PM ComplaintsBoard.com wrote:
E-Mail from SaraST (View User Profile) to John E. Dean
Mon, 27 Nov 2023 12:10:56 -0500
Straight Talk Wireless — Poor customer service, inability to purchase phones as advertised
Hi, John E. Dean. This is Maria from Straight Talk Wireless. We are really sorry for the inconvenience you have gone through with our customer service. As your service provider, we do not want you to have this experience. Please give us another chance to take a closer look at what's going on and ensure there is a resolution for you today. To better assist you, please chat with us at https://www.straighttalk.com/support/contact, or call us at [protected]. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611. We'll be looking forward to working with you.
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