Wednesday, June 9, 2010
Tracfone and Net10: world's worst customer service?
I'm seething after an afternoon trying to resolve a problem with a Net10 prepaid cellphone. Net10 is a subsidiary of Tracfone, and both appear to use the same service department - except that the word 'service', when used in relation to these two companies, seems to be a contradiction in terms.
Basically, if you need help resolving a problem, your service call goes to what sounds like a country in Asia, to judge by the accents and names of the service personnel. They frequently can't speak English very well; they spend an inordinate amount of time taking down details of your problem (and even then, when they read them back, often they've got them wrong); and when they promise to transfer you to 'another department' that will 'fix your problem', you spend the next minutes and hours waiting on hold. No-one ever, I repeat, ever picks up the call again. You're left dangling in limbo.
After several calls over the past week, including five today, the last three of which were to insist on speaking to a supervisor (who never answered the phone), I've given up. I can only suggest that anyone wanting a low-cost, convenient, prepaid cell phone should avoid both Tracfone and Net10 (and any other companies associated with them) like the plague. It's not worth the hassle or the heartburn.
Oh - it appears I'm not alone in being very unhappy with the lack of service from these companies. Check out these links to customer reviews:
Both companies appear to suck rocks, service-wise. Certainly, that's been my experience.
Caveat emptor. I most strongly suggest you take your business elsewhere.
EDITED TO ADD: It looks like a staffer from Net10 or Tracfone is trying to minimize the damage caused by posts like this, by searching for them on Google and posting positive comments. Unfortunately for them, I intercepted the attempt. Details may be read here.