TracFone Nightmare — Part Three

TracFone customer service stinks!!

Smiley face holding nose because of bad smell It has been thirty-one hours since I heard from Shelly–a TracFone “support” person. Read my blog TracFone Nightmare, and TracFone Nightmare–Part Two.  ~~  I’m going to try another approach: Call their corporate office at 1-800-626-4883.  ~~  Guess what: “Leave a message” on their voice mail!!

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On Fri, Dec 6, 2013 at 1:52 PM, TracFoneSupport – Support <fbfansupport@tracfone.com> wrote:

Lorraine Edwards,

Hi Lorraine,

Your phone was activated from another zip code. As what you have mentioned on your previous message, you got service six miles from your current location. Please be informed that your phone’s signal strength will vary on your activation zip code. If you permanently moved to another location, we suggest you change your activation zip code which results to a new phone number. Thanks.

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

Catherine
(–deleted expired web address–)


Original request:

Read my blog titled TracFone Nightmare: https://threequartersandcounting.com/2013/12/03/tracfone-nightmare-part-two/ . The best way to help me is to send me a new phone that picks up a signal from a Verizon tower. With a phone that actually works, I’ll stop posting complaints on FaceBook. 

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My response, sent at 3:45 PM.

Lorraine Edwards,

Hi Lorraine,

Your phone was activated from another zip code.

I beg your indulgence, Catherine. The new LG phone was purchased–on TracFone web site–with the 77351 zip code. All of the attempts to activate were right here at 77351 zip code.  No other zip code has been involved.

As what you have mentioned on your previous message, you got service six miles from your current location.

Yes, I had service “in town.” Not every customer lives in a city with numerous towers scattered around. Worse case scenario: Your TracFone customer with service inside the city limits drives six miles out of town. Her car breaks down and there isn’t any phone service to call for help.  Using your logic, your TracFone phone is satisfactory?!

Please be informed that your phone’s signal strength will vary on your activation zip code. If you permanently moved to another location, we suggest you change your activation zip code which results to a new phone number. Thanks.

Please be informed, Catherine, that support people (via land line conversation) were aware that zip code 77351 is my permanent address. I do not want a new phone number because hundreds of people have my current phone number.

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

Your request to remain patient is falling on deaf ears. I’ve been patient for almost a month. I want a phone that will make and receive phone calls!!

LorraineCircle

Catherine
(–deleted expired web address–)

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I believe we are going in circles!!!

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At 6:35 PM, I sent the following message to TF.CorpResolutionTeam@TracFone.com .

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Greetings from a dissatisfied TracFone customer.

I have received no satisfactory customer service although I have faithfully responded to their instructions.

For complete details, please read about my experiences at TracFone Nightmare, TracFone Nightmare–Part Two and TracFone Nightmare–Part Three.

Respectfully submitted,

Lorraine Edwards
re: *** *** ****

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Received the following… and responded at 1:10 PM Saturday, December 7, 2013.

Lorraine Edwards,

Lorraine,

It is shown in our records that your phone was activated in a different ZIP code. Please be advised that the service may depend on the tower’s availability of an area and conditions where you are using the device.

Ava

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

Ava
(–deleted expired web address–)

Ava, “your records” may not reveal the complete information. The (old) Motorola was activated with a North Carolina zip code. However, when I ordered the LG phone—from the TracFone website—I specifically listed 77351 as my location.
 
If you were the least bit concerned about resolving my “lack of service,” you would advise me of an appropriate phone that will pick up from a Verizon tower.
 
After a month, I’ve exhausted all my patience!! Please send me a phone that will receive service off a Verizon tower!!
 
Extremely dissatisfied!!
 
Lorraine

Original request:

Read my blog titled TracFone Nightmare: https://threequartersandcounting.com/2013/12/03/tracfone-nightmare-part-two/ . The best way to help me is to send me a new phone that picks up a signal from a Verizon tower. With a phone that actually works, I’ll stop posting complaints on FaceBook. ~~~ My email address: LorraineEEdwards@gmail.com

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Received the following… and responded at 2:35 PM, Saturday, December 7, 2013.

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Lorraine Edwards,

Yes, I understand that. However, the phone is activated with a different ZIP code. This may have caused the issue to begin with. A thorough investigation must be done prior to creating a ticket for technology exchange. Since the phone is activated with a different ZIP code, then either we change the ZIP code or you need to be in the ZIP code where the phone is activated while we are investigating the issue.

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

Ava
(–deleted expired web address–)

Smiley face with flower

Ava, I will sincerely, gratefully appreciate assistance in resolving this problem. I can only surmise that none-too-knowledgeable, not-too-competent individuals, sitting at a phone telling customers to punch a series of numbers, were oblivious to location. I explained to one person that I have moved and this is my new location (77351).

THANK YOU for your help!!

Lorraine

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Lorraine Edwards,

If you have moved to a different area, then this caused the issue. The activation ZIP code and the ZIP code of the area where you most likely be using the phone should be matched. If we’ll change your ZIP code to 77351, then the phone number will be changed.

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

Ava
(–deleted expired web address–)

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Ava, first request: PLEASE do not close this ticket because 24 hours has lapsed. That happened last week (ticket was closed) and the situation was not resolved.

Second: Please look at the attached pictures. Note that the Verizon tower is at the edge of the property. ~~ I am in Texas, for the winter, at an RV Park. That’s my little trailer. From inside the trailer, I can see the Verizon tower.

Third: It’s this simple. Send me a CDMA phone that picks up a signal off a Verizon tower.

Respectfully submitted,

Lorraine

Verizon tower from my trailer

Verizon tower

My trailer

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Postscript, Sunday, December 8, 2013, 2:00 PM:  Most recent message from TracFone.

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Lorraine Edwards,

Lorraine,

Your case was still open. It’s not that simple to send you a different phone model that supports with CDMA technology. We need to follow the procedure. The first thing here is, we need to match the ZIP code.

Ava

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

Ava
(–deleted expired web address–)

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Pulling hair out

Check my latest blog titled TracFone Sleuth.

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(From TracFone, received at 2:26 PM, Dec. 9th, 2013.)

Lorraine Edwards,

Hi,

This is just a follow up to the email I sent you. Should you have questions, don’t hesitate to send us an email.

Ava

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

Ava
(–deleted expired web address–)

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I attempted to send a reply but it bounced back to me with this message received at 3:40 PM, Monday, Dec. 9th, 2013:

Your request could not be processed because the ticket is in the status Closed.To submit this as a new issue, please visit our support portal.

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FYI: Someone at TracFone Headquarters read my blog. ~~ The following was copied from StatCounter that records visitors to my blogs and website.

Tracfone Wireless (204.16.76.4) [Label IP Address]    0 returning visits
United States FlagMiami, Florida, United States
(No referring link)
9 Dec 09:43:06 PM  threequartersandcounting.com/2013/11/17/tracfone-nightmare/
(No referring link)
9 Dec 09:43:28 PM  threequartersandcounting.com/2013/12/03/tracfone-nightmare-part-two/
(No referring link)
9 Dec 09:43:39 PM  threequartersandcounting.com/2013/12/06/tracfone-nightmare-part-three/
(No referring link)
9 Dec 09:43:51 PM  threequartersandcounting.com/2013/12/08/tracfone-sleuth/

Comment, Thursday, December 12, 2013, 11:00 AM: Someone read the blog messages but nothing has changed!!

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Smiley face, sad
Postscript, Sunday, Dec.15, 2013, 8:00 PM: Nothing has changed!!

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.

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.