After 4 years with Tracfone I can tell you not to waste your time. I have a yearly contract and have had to replace my phone. I need to keep my phone number and have been getting the run around for almost 2 weeks now. Customer service is horrendous and there is no other option but to call the same 800 number and go through the song and dance. I plan on using up my contract minutes and dumping the whole thing---if I ever get the thing activated. I too plan to tell everyone I can NOT to deal with Tracfone. It just isn't worth the aggravation of dealing with customer service.
I went to add air time to my tracfone on 1/10/09 because it was do 1/11/09 I could not get it to work, so I called tracfone to get help was told they had deactivated it. they then reactivated it and I added 60 units. please note I had 404 units on this phone. In this process they deleted my 404 units and told me I had transfered them to another phone. Witch I did not why would I add airtme if I got a new phone. Then when I requested that they fix their mistake they gave me the run around and after three days of fighting with them they did give me back only 320 units. so I am out 84 units and I lost the money I paid for these units it is not right.
Have you been cheated by Tracfone. If so file a complaint with the FCC (www.fcc.gov) form 2000B. Also with the SE Florida BBB (www.seflorida.bbb.org). The BBB rates Tracfone as A. They will submit complaint and notify you of reply. It might do some good and will make you feel like you are doing something.
I've used the TracFone service since 2005. I do have an older model phone that works perfectly but to add airtime I have to speak with a tech and enter several codes. I had purchased a lifetime double air time card a couple of years ago. When I added new minutes to my phone they werent' doubled. The rep spoke with a supervisor that stated yes they were supposed to be doubled. I was given an interatcion # to call back the next day when that specific department was open and they would double my minutes. I called back the following morning and spoke with a rep that wasn't familiar with the process but she muddled through. I was told by her and the specific department. that I had purchased a second double minutes card, that had expired, and cancelled the lifetime card. Why on earth would I purchase a 2nd double minutes card when I had already purchased a lifetime one. They REFUSED to give me the date that I added the second card to my account. Now this was twice the lifetime card had been found on my account. For some reason when I asked to speak to a supervisor, the call was dropped. When I called back I spoke with Abagail. Went through the whole song and dance with her. This time I was told there was never a lifetime card purchased on my account. I explained that the 2 previous reps had found it. TracFone is refusing to double my minutes and I'm spreading the word. I'll also be forwarding this comment via email to all my friends and will ask them to forward it to theirs. I want to warn people about the service with TracFone.
I have been trough DFW airport in September and again in November. Prior to September, I had no problems with...
Took my money didn't get the phone wont refund money even though it showed in their system that fed ex redelivered it back to them assured me about 20 different times i would get a refund never did. Very disgusted i have sick child needed the phone for emergencies got scr**** for a company to do this is sad they only owed me around $36 dollars but that means alot to me and they make enough money they shouldn't have stolen mine customer service was horrible almost cost me a heart attack from all the stress dealing with them and getting no where. It's been a couple years since this happened but it still takes up space in my brain and still upsets me that they continually lied to me.
My tracfone stopped charging, so I ordered a used one off ebay to get the battery. (I did buy a new one and deactivated the old one). The phone came and I tried to activate it on-line and was unable to. The 800 number said that I needed to purchase airtime to activate the phone, so I did, on-line. I then called customer service to activate the phone and get the 60 mins I purchased on it. The CSR put the 60 mins on it, but it still had an out of state (NY) phone #. When I asked her to give me a local #, she asked for the original # that the phone was registered with. I explained, again, that I bought the phone off ebay and she said she couldn't help me unless I had the info. I asked for a super and FINALLY got someone who said he was a supervisor and he said he couldn't help me with out the info. So I asked for a refund for the mins. I purchased and again he wasn't able to help me. He said that because the mins were on the phone, they couldn't be refunded. So, I then asked if he would transfer the mins. from the long distance phone to our phone and he said he needed the phone # that the tracfone was originally set up with... needless to say I got upset and was hung up on!
Two months ago I ordered a TracFone from their web site and after trying four phones, have still not been...
Two years ago I purchased the LG 225 from the Tracfone site. I was replacing another phone that I had from them, and I liked the DMFL. I had to change the number due to some continued abusive calls I was getting last year, but otherwise I was happy with the service.
On 9/25/08 I purchased a 120 minute card and used the 60 minute bonus code of 53322 on their site. Nothing happened. I figured I probably had to wait a few hours, so I shut the phone off and went to bed.
I get up Saturday morning and guess what - NO MINUTES added!! I called Tracfone and talked to someone who really couldn't speak good English. I was told that there was no record of the DMFL plan. I came back and told them I wouldn't have purchased the phone in the first place if there wasn't DMFL and this was the first time I had a problem.
After himming and hawing for about 30 minutes, they said they would give me to technical support. This was AFTER they got the card and bonus minutes into my LG 225, but still didn't have it doubled. Translation - "You're outta luck sucker" and I was disconnected.
I got on their website and created a ticket, explaining everything I had told them on the phone. I got an answer this morning saying that there was a code pending and to go to their website and follow the instructions in the letter. Guess what, no luck. I had to create ANOTHER ticket. I did copy and paste the original letter. I am still waiting for them to answer.
If this does not get resolved to my satisfaction, I will be on the phone to Tracfon's Executive Resolutions Manager at [protected] on Monday morning.
I admit that I live in an area that mobile phone has "Selected Areas" of service but my phone quit working and I called "The Desert" to get my limited service working again. After extended wait time, the ASSociate that received my call informed me that my phone would not work any longer for me and I was to return my phone to them to receive my new phone that "would satisfy me very much". They indicated to me that I should be happy that they were there to replace my NO PROBLEMS Noika phone that now is programed so that even in MY SERVICE AREA I am not advantaged my LIFE TIME MINUTE DOUBLER Card purchase when I was Noika that would not be rolled to the replacement TRASH Fone as I am now always "roaming" in a much smaller service area. I buy 400 minute add-ons that I "GET TO USE" in 200 minutes or less because any calls even a 15 second call has a one minute minimum whenever I make a connection to the SERVICE that they allow me. Plus the roaming fee. A 62 second call is costing me four minutes of my now 100 minute card that was a 400 minute card that should have been with my LIFETIME DOUBLER CARD 800 minutes plus...least I forget...the 20 bonus minutes!!
Features like the Time of day, the alarm clock, the schedule, and the world clock do not work...because..."Service is required to use this feature"...there to on the "easier to read screen" to remind me that I have a new TRASH fone that "would satisfy me very much"! Two and a half hours of spelling my information and holding for 2 minutes and 30 seconds while they confer with a supervisor or programmer to seek resolution to this matter...did I mention that the new fone did not come with an adapter for the car...
Thank You Tracfone Wireless Service for that you provide to the public that put a roof over your heads and help you with your vacation budgets and lawn care services that left some grass clippings on the drive out front of your 5000 sq.ft. track home in your locked gate community. I take liberty to describe your world and better than me attitude because you take liberty to tell me that I "would be satisfy very much" with my replacement fone.
Seems funny too that an Idaho based fone WORKS in my Service area. Yes it roams all the time but it does work where local fones do not! Funny ### huh. Watch your wallet Mr Consumer.
I was a Tracfone user for since 2006.
My battery for my Nokia 2126 died and would not take a charge. i called the
1-800 number and spoke with a customer service person in india. i explained my problem he told me to go to the retailers and i could buy a battery for my phone. i went to 3 retailers in my town of 6ooo people, none of them carried the batteries. so i went to the next town over 30 miles away and looked at 3 more retailers, still no batteries.
i called them back and asked again how to get a new battery they told me to try the website. so i did, no batteries available, only new phones. i called back a 3rd time and by this time i was a little upset, my patience was wearing thin. i again asked them for a battery. well here's the kicker they WON'T sell you a battery if your phone warranty has expired. You CAN purchase a new phone, but not a new battery. So i flew off the handle and asked them why they hadn't told me this at the beginning at least i could have gone and looked elsewhere for a new battery instead of driving all over the country looking for a new battery locally that was not even available at a retail outlet in the first place. anyway i purchased a new battery from an online source and my phone is now functioning again no thanks to the people at Tracfone/Nokia who do not make all accesories(such as Batteries)available to the consumers that buy their products. maybe my experience will save someone else the irritation of trying to get something from Tracfone/Nokia.
Half the time that I try to call with my Tracfone I get no service... Come on!!! I am in the city limits of a 250, 000 population city. I tried their on line solution... NO help. Everything seems to check out ok with my phone.. Then the "fun" starts... The heavily accented technicians that you can not understand... accentuated by lousy headphones... lots of back ground noise, voices that sound surreal... maybe electronically enhanced ??? or de-enhanced ??? you can not understand them...
Then, after 15 minutes, they keep switching you to another department... if you are patient & wait... then comes the best part! They keep coming back & saying "give me 3 more minutes " I will contact another dept... which NEVER HAPPENS! After 7 times waiting to be connected to THEIR OWN department, I told them that I am done with Tracfone, thanks for their help... goodbye...
SAVE YOUR MONEY... JUNK PHONE, LOUSY CONNECTIONS, probably not enough towers for adequate service...
I called to reactivate my phone and was told it is no longer usable in my area. They would send me a new phone and what comes in the mail the cheapest model they can send you and it is a reconditioned used model. When I called to complain they told me that my phone I paid 30-40 dollars for is now only worth 14 what a RIP OFF. I was told this is the phone I get and sorry about your luck basically. I will not use them again. I want everyone to know what a rip-off they are find a new company to use.
My father purchased a card with the intent of expanding the number of days, but confusion over the terms led to an incorrect purchase. Both the store clerk and my father made the same error trying to understand the terms. The store clerk had already attempted to activate the purchased service before the error was discovered, so he could not obtain a refund.
TracFone support offered to exchange the erroneous purchase for 180 extra days of service and 180 minutes of time. This is roughly the equivalent of purchasing 2 of their $19.99 options with a few extra days thrown in to cover the price difference. We accepted and a happy resolution was at hand, but then our call was mysteriously disconnected.
We immediately re-contacted customer service, but suddenly everything had changed. They would not offer the 180/180 option again and refused reconnect us to the support rep who had offered it. They wouldn't even tell us her name. Instead they changed the offer to 250 minutes and 90 days, which was not acceptable.
We tried to escalate to management but the offer of 250/90 remained unchanged with each "manager" we spoke to. What good is having an escalation procedure if the only thing they can do is echo the same options that led to the escalation? We asked for a refund, but the unused service had been "activated" and could not be refunded. But they would have to deactivate that same service in order to process the 250/90 option, so we knew this was false obstacle.
All our calls to TracFone support are hampered by the horrific quality of the headset microphones the reps use. They sound as if they are speaking while gargling and what words can be made out are electronically distorted. If you check around the web, you'll see this is a well-documented issue. You'd think a company selling communications products would be more aware of the amateurish image this conveys, but TracFone may have a good reason for allowing it to persist. My father abandoned efforts to activate a $60 card because he simply couldn't understand the support rep. I think TracFone hides behind the lousy quality of their support lines because they can embarrass customers into accepting poor solutions to their problems. The caller feels self conscious constantly having to ask the rep to repeat what he/she said until they take whatever deal they can get just to get out of the call.
I will defend most of the support reps, though. Although most reps did have thick accents and spoke through the cheap-o headsets that garbled their voices, almost everyone we spoke with treated us politely and professionally, even though their hands seemed tightly bound by policies designed to make consumers regret the day they ever thought of using this rip-off mill.
The big exception is a "manager" named Sherry Davis. She spoke with a condescending sing-song tone that immediately angered us. She also refused to honour the 180/180 terms the other rep had offered. The call became angry and contentious. Ms Davis said we could not escalate higher than her. Her disrespectful attitude and confrontational tone are prime examples of why so many complaints about this company are on the web. If she is the highest level of management available in their support department, you'd probably be better off taking your complaint to a block of wood. At least a block of wood has the potential of serving a useful purpose and is less bound by bone-headed "policy."
If you haven't bought a TracFone yet, then don't.
Right now, two cans and some string are a more attractive option than anything TracFone can offer.
I used tracfone for over three years and I highly would not recommend it to anybody. You have to keep all your receipts and scratched off cards that you use to add minutes. If the cards don't work, and most of the time the cards do not work, they will put you through days of wasted time digging through your records to "prove" you bought the cards before granting you the services and minutes you purchased. Then you will spend days typing in long codes and repeating them back and waiting 24-48 hours to "see if it will work". It doesn't work.
I bought double minutes for the life of my phone. After one year the double minutes no longer work at all and the company will not help me, at all. I've called, written, and complained. I still get e-mails from them advertising that I can buy minutes which will be doubled. Doubling minutes is the only way to get a 10 cent per minute rate that is on par with other pre-paid cell phone services like at&t, which I highly recommend.
Tracfone has consistently recorded up to double 'units' (minutes) on my dialed and received calls. I have called them repeatedly about the issue. Speaking to three different tech reps over the past three months, I have provided details on the number of units I began with on date 'x', the number of units I should have been charged for my total dialed and received calls (as recorded in my phone), and the number of units I was actually charged. Each time I called I spent about 30 minutes on the phone (my landline) with Tracfone only to be told everything is OK... when it obviously is NOT OK. The folks at tech support (obviously India) appear to be quite capable at providing test codes and interpreting response codes, but have no ability to understand that regardless og the 'tests' they're told to run, I am still being overcharged. Next stop... FCC.
I tried to make a call on my Nokia cell phone and was told I no longer had service in my area. I was given a number to call for a replacement phone. I called and gave the customer service rep all the information on my phone but never received a phone or heard anything from them. I still had 108 minutes left if I called before 1/20/08 to be rolled over. I called before this date with serial #[protected] so I could at least get my minutes rolled over to another phone, but no response. I am very upset with tracfone for not responding to my call.
If you wake up one morning to see that you unknowingly made a 15.5 hour phone call, you can get back 70% of your minutes if you talk to at least four of their phone Reps and two of their Supervisors for a cumulative five hours. Remember to keep a copy of all three interaction numbers, the case numbers and the names of all the people you talk to. Also remember that you'll need to be concise in relating the problem because you'll have to repeat it in detail at least ten times. Oh, you can expect to be hung up on too. Best Wishes with Tracfone. H.C.T.III
I recently encountered a horrible customer service experience with Tracfone's customer service. At the time I thought I was completely in the right and argued quite a bit with the customer service rep, even her supervisor too. I was trying to use a promo code when I added my double minute airtime card and did not receive my 200 minutes. The rep kept telling me that I didn't qualify for the promo. After several minutes of some back and forth, I hung up and decided and search the web for help. I came across the following phone number [protected] that went to Tracfones corporate office, to their Executive Resolution team. I fully expected to have another round of being told I didn't qualify for the promo minutes. I was pleasantly surprised to get a rep that was professional and knowledgeable. She explained that I had purchased the wrong double minute card for the promo I was trying to use. If only the original rep told me. My recommendation to anyone else having a hard time with Tracfone customer service is to use this number [protected]!
Are you retired? Do you have time on your hands? If so, buy a TracFone pre-paid cellphone and spend hours of your time talking to incoherent blithering with a Service Representative south of the border. Nothing could be more rewarding than buying a Christmas Gift to help a destitute friend, but to find you really have no gift at all; just a little piece of junk that has been marketed as a great idea. Think of the fun, when you return this item to Walmart (who always has nothing but the best), on Christmas eve knowing the owner of TracFone is probably sitting on a beach somewhere, counting his millions and using a quality cellphone to check his bank account balances, while your friend is in need of an ambulance and can't call anyone... this is what makes America great!