TracFone Nightmare — Part Two

After my earlier blog TracFone Nightmare, and two complaints on theTracFone FaceBook page, I finally received a response (November 30, 4:17 PM).

Theirs:    TracFone Wireless @Lorraine Edwards We’re sorry for the trouble. Let us check your account. So we can resolve your issue, please click on the link to submit a support ticket. (–deleted expired web address–) . Thanks. ^Maria

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Theirs:  Thank you! Once we receive your support ticket, we’ll reply to it and do the best that we can to resolve the problem. ^Kurt

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Mine:  Read my blog for complete details. Seriously!! Read my blog for details. https://threequartersandcounting.com/2013/11/17/tracfone-nightmare/ ~~~ Furthermore, I have walked all over the 20 acres RV Park, checking…, and no service anywhere. If you can resolve the situation, I will be eternally grateful!! ~~ Lorraine

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Theirs:  My pleasure. I have read your blog and I’m sorry for what had happened. We will check the network coverage in your area. Please also verify if you are receiving an error message when trying to make or when receiving a phone call. If so, what is the error message? Thank you for your patience, while we respond to your inquiry. Chelsea

 (–deleted expired web address–)

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Mine:  Chelsea, I am delighted that you are trying to rectify the problem.  No, I do not receive any error messages.  “Service unavailable” when I try to dial a call because “no service” message on the face of my phone.

As I said earlier, I walked the entire area about 4 o’clock one afternoon and “no service” throughout the entire area.  All the other (200+) folks that live here are very happy with their Verizon service.  They can even sit inside this building–with a tin roof–and talk on the phone.

When I was upgrading my old Motorola phone (thinking it was past its usefulness), the TracFone web site should have been better about identifying a phone that would work in this area.  Having said that, maybe the phone would be fine “in Livingston” but we are six miles outside Livingston–in a rural area. In fact, the phone was eventually working inside the Radio Shack store in Livingston.

Is there another phone that would provide better service??

This is a “bone of contention”: After I received the new phone (from TracFone), I spent time (upwards to one hour) punching numbers on the computer thinking I would transfer my minutes and service.  Then I was on the phone two separate times punching numbers to (hopefully) initiate the transfer (one & one-half hours). Then the Radio Shack salesman was on the phone for two hours punching numbers before I had service.  This is very frustrating and promotes unhappy customers!!

Thanks!! from Lorraine

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Theirs: Lorraine, please provide me your physical address including the city, state and ZIP code. Thank you for your patience, while we respond to your inquiry. Chelsea  
 (–deleted expired web address–)

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Theirs:  Lorraine, I have checked the coverage in your area and it shows that it’s not a satisfactory coverage. We only offer 2G on your area. This is the reason why you are having problems with your phone.  Chelsea

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Mine:  Chelsea, is there a TracFone that picks up Verizon service??  You said “2G in my area” and I’m supposing that is for my LG phone. We (others) have excellent Verizon service here. I’d gladly get another phone and transfer minutes and service to yet another phone!!  ~~  THANKS from Lorraine

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Theirs:  Lorraine, yes, I am referring to your LG 840G phone. It does not have a good coverage in your area. In addition, we do have phones for the carrier that you have mentioned. We can transfer your phone number and minutes once you get a new phone.

Thank you for your patience, while we respond to your inquiry.

Chelsea
(–deleted expired web address–)

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Mine:  Chelsea, I appreciate your help BUT  I’m upset that you didn’t answer my question directly.  “We do have phones for the carrier that you have mentioned” does not give me adequate information so I can purchase an appropriate phone.

In truth, nothing has changed!!!!!! I am still without cell phone service!!  I’ll post this information on my blog, and FaceBook, for the world to see.

Respectfully,

Lorraine

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Theirs:  Lorraine, unfortunately, the information regarding the carrier could not be provided in this medium. It would be better if you can give us a call, so we can explain it to you thoroughly. Please contact one of our customer service representatives at 1-800-867-7183, Monday through Sunday 8:00 AM to 11:45 PM EST (Eastern Standard Time). Chelsea

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Note:  I phoned… moments after I received the above message (using a “land line”).  I gave “Donny” the support ticket number but that does not necessarily indicate he (they) bring up the records to see details.  He asked for the serial number and my zip code.  The narrative was the same “canned speech” I’ve heard every time I call TracFone. I got angry and said to “please give me the names of makes and models that pick up a signal from a Verizon tower.”  He couldn’t do that!!  However, he said I need a CDMA phone for Verizon, and my current LG phone is GSM. I told him to tell his supervisor that their “customer service” is a joke and I will continue to post complaints on my blog and FaceBook. Then I went to the TracFone website and started searching for CDMA phones. The search does not recognize CDMA. So I spent an extended period of time looking at individual phones and reading their details. Nothing listed to indicate if the phone is CDMA or GSM. Finally, I searched the web by name (Nokia, Motorola, Kyocera, LG, etc.) and was able to identify CDMA from GSM.

Hours later: I’m no closer to cell phone service than one day ago or twenty-four days ago.

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Theirs: Lorraine Edwards, our records indicate that your support ticket has been opened for more than 24 hours. We are closing the ticket at this time. If this issue has not been resolved, please create a new ticket via our support portal. Thank you for being our customer. Thank you for your patience, while we respond to your inquiry. Chelsea

(–deleted expired web address–)

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Postscript, 4:00 PM:  I’m normally a mild-mannered nice little old lady.  However, I am on the war path now!!  Below is the message I just posted on TracFone FaceBook page:

I could write an encyclopedia regarding my problems!! Read the lengthy information I published on two blog messages. Check this: https://threequartersandcounting.com/2013/12/03/tracfone-nightmare-part-two/ .  TracFone Customer Service is a joke!! They “talked the talk” but did not “walk the walk.”  I followed their instructions exactly but—-bottom line—they really didn’t help resolve my problem.  My problem?? No service!!

I will continue to post complaints every few days!!

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Ha, ha, ha, ha!!!!! This is so funny!!  Below read the message posted by TracFone, on FaceBook, at 3:51 PM.Smiley laughing out loud (better)

TracFone Wireless wrote: “@Lorraine Edwards We are sorry for the trouble. So we can resolve your issue, please click on the link to submit a support ticket (–deleted expired web address–). Thanks. ^Janet

Doesn’t that look very similar to the message posted by Chelsea??

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Postscript, Dec. 4, 2013, 3:45 PM: I’ve submitted several complaints today–on TracFone FaceBook.  I wonder what response I’ll have.

There was no further communication from “Janet” beyond the message above.  

Ever wonder where the TracFone support staff are located??  Dumaguete City, Dumaguete, Philippines. I have an Internet service called StatCounter that identifies the location of individuals (computers) that visit my blog. Chelsea (and others?) read this blog yesterday and their email messages to me correspond with the time-stamp in StatCounter.

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Postscript, Thursday, Dec. 5th, 2013, 11:35 AM: Here we go again. Here’s the latest email correspondence—and my response.

Hi Lorraine,

Please be advised that we can only replace a phone due to manufacturers’ defect and due to inavailability of network coverage.

Shelly, read my blogs https://threequartersandcounting.com/2013/12/03/tracfone-nightmare-part-two/  &  https://threequartersandcounting.com/2013/11/17/tracfone-nightmare/  you’ll see that “inavailability of network coverage” describes my problem.

The phone’s technology is supported in the area. The network coverage is fine. We will need to troubleshoot the phone to come up with the best resolution for you.

  • How many signal bars does your phone display? As mentioned in an earlier message with customer support, I have one bar the size of a period (.).
  • What happens when you try to make a call? No service.
  • Did you get any error message? If so, please include the exact error message that you received. No error message(s).
  • Please indicate also the date when the issue started. I have not had service on this phone, at this location, since the first day I received it Nov. 9th, 2013. We eventually got service in the Radio Shack, in Livingston, but that is six miles from where I live.

Thanks.

THANKS for your assistance!!

Lorraine Edwards

Thank you for your patience, while we respond to your inquiry.

Shelly

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Postscript, 6:50 PM: No response from TracFone. I sent my reply at 11:30 this morning.

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Postscript, Thursday, November 13, 2014: Exploring this message–for my new blog message–I discovered most links furnished (above) had expired so I removed the hyperlink.

2 comments on “TracFone Nightmare — Part Two

  1. Deb says:

    OMG, closing the ticket! 24 hours??? Wow. Go to Radio Shack again, and they will know which phones are CDMA. CDMA phones do not have a SIM card, GSM phones do. Unreal.

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