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- 12-16-2006, 12:05 PM #1Newbie
Hello, I have written the following as a warning to anyone thinking of buying Net 10 service. What happened to me could happen to anyone.
First of all I would like to say that I like my Net 10 phone very much and the coverage was great. I could make calls when and where some of my friends couldn't.
After much research on prepaid cell phones, I decided to go with Net 10, and activated my phone on January 19, 2006. (this was quite a job) Now I had a cell phone, my first one! Right after I bought it, Net 10 changed the monthly card purchase to every other month. This was great for me as I found that 300 minutes every two months was just right at this time, and would come to only $15 per month. However after a few months my situation changed and I didn't need a cell phone as much and as a consequence, my minutes started adding up.
As most people reading this know, one has to add minutes by their due date or they will lose all of their accumulated time. There are no if, ands, or buts to this rule. This did not deter me as I am a very careful person in matters like this and just knew that I wouldn't lose my minutes.
I added minutes faithfully until September 19th. When I tried to add my minutes, I wasn't allowed to do so. I tried to do so at least 15 times or more but kept getting a mesage saying that the service was unavailable. I then got on the the Net 10 website and tried and just when I clicked the last link to do so, a simular thing happened and was cut off. Buy this time it was too late to add my minutes on time.
The next morning the thought occured to me that perhaps I was mistakened in thinking that I needed to add minutes in September and checked my phone status. Ahh...I still had my 629 minutes, and now I felt good as I still had my dependable personal phone that I had grown used to even though I wasn't using it much anymore. (although that could change at any time)
Three weeks later I decided to make a call and found that my phone was deactivated. This cost me a minute and the phone still said I had 628 minutes. I sent an email to Net 10 and all I got in reply was that I had not added minutes by the due date. I sent another email explaining what had happened and that evidently no one had read my first email and to please respond to the second one. There was no respone to the second email, so about a week or so later I sent a letter by snail mail, with all the information as stated above.
It was October 24th about two weeks later, when I received an email response. This is the response:
I do apologize for any inconvenience you may have experienced with our services.I have checked your account ................ I see that you have added minutes every 19 day. On the September 19 you were trying to add minutes on you phone but were not able to. Do you have the pin number of the minute card you were trying to add. Please forward me the pin # and I will add the remaining minutes that you have lost.
I did what she requested but there was no response of any kind. My phone was not actived, nor any minutes restored or added. The next day (Oct 25th) I sent another email asking that since she said she would add my minutes why won't she do it? Still there is no response.
About three weeks or so later (about Nov 15th), I called them. Of course it took a long time and evenually I supposedly was connected to the young man's supervisor. After a while I did most of the talking and yes I was a bit upset by this time. She apologized and said that she would take it up with her superiors and would get this matter settled. But alas, there was still no response.
Then on November 21, I received this email:
Dear ........... Please forward me a phone number so I can call you and better assist you. Thank You
This reply was from Ms Pintado again, the first person to contact me and that had promised me to add my minutes. What was I to do on the phone now that I haven't already done. I had already sent the numbers etc and since nothing has been done up this point, even by someone in a higher position, why should I start all over with her again? Even so I responed to her.
Here is the email that I responded with:
I talked to two different people last Friday afternoon and was told that this problem would be taken care of, but of course nothing was done.
I can be reached at ..............after 10am. Unless you intend to restore my 627 minutes plus my Sept minutes of 300 for a total of 927 minutes, don't call me. I do not trust you people one bit.
I also ask that my September minutes stand in for what would be my November minutes. The reason I ask this is because I was not able to use my phone for the last two months and it is not fair to me to have to pay for this time and not have a phone.
Now to anyone that is still reading this long entry, there has yet not been any response of any kind. I do not think I have been unreasonable in any way and I feel that I have been very patient concerning this matter. My loss at this time is: about $120 for my phone and case and another $63 for lost minutes, and then I have my latest $31 card just laying around. The total loss is $214.00. Maybe I can find someone to buy my phone and perhaps the card will work.
You will find that the help and attitude at Net 10 is deplorable. Yes they will admit that it is their fault and apologize over and over until it is monotonous, yet will do nothing.
Again I will say 'this could happen to anyone'. I have omitted the emails in order to make this shorter. For more info or comments, you may contact me via email.
One last comment to Net 10: If need be, I will include my responses to you in another posting if need be in my defense. And of course if you should ever want to make things right in the near future, I would be happy to respond.
› See More: Net 10 Warning
- 12-16-2006, 07:35 PM #2
Re: Net 10 Warning
I heard the Net 10 is the best for the lowest price for prepaid but the worst for customer service.
- 12-17-2006, 09:16 PM #3Junior Member
Re: Net 10 Warning
I am a happy Net 10 User and this is my response.
You did little to protect yourself from loss.
As you stated you did a lot of research on pre-paid cell phones, and thus chose Net 10. Being that this was your first experience with Net 10 (or any provider) then why would you choose to purchase a phone costing $120 when they have much cheaper phones ($40). It is unwise to spend that kind of money on a service you have no experience with. If you had a problem your potential loss would be a lot lower.
You did not plan for problems that might arise.
As you stated, you waited until the last day to add more minutes to your phone thus not giving you enough time to deal with possible problems should they arise. Problems exactly like the one you expericnced. Had you been in contact with customer service about the issue previous to the cut off date they would most likely have been able to assist you in adding those minutes. I have experienced this myself already. A good solution would have been to attempt adding minutes more than 24 hours prior to the cut off date.
Your lack of understanding and inadequate research complicated the original problem.
The following morning of the cut off date you erroneously believed you might still have your minutes and active service on the phone. On that morning instead of placing a test call (Zero Minutes Cost) you chose to let the already in-active phone remain unused for a period of 3 weeks. A simple test call would have alerted you to the fact your phone no longer had active service. Research would have led you to the fact that with pre-paid phones there are unique numbers (sometimes referred to as IMEI) that can be locked out of the service providers system, thus allowing a phone to continue to report a minute balance although active service has been cut off. Additonally you would have learned that in a matter of days of the cut off date, your phones unique identifying numbers were locked out of the system permanentally, making it extremely difficult to re-activate a phone.
In your defence.
They did offer to to restore service and also the minutes, therefore regardless of who was at fault or what issue led to the problem, SERVICE SHOULD BE RESOTRED.
Simple as that, they should make good with the promise they have extended to you.
Were dealing with a nearly unknown, and very young company who deals with an extremely small niche market, and makes a small margin of profit.
As expected they use outsourced customer service, notorius for poor english skills, almost no authority to help with serious issues, and very little training in many cases.
Research shows that you should not expect good service in ANY AREA with a company such as Net 10, BUT if you are getting good service you should consider it a bonus on top of not getting screwed. But always be aware if you are getting screwed outright or are you contributing to the chance of getting screwed. Food for thought.
- 12-18-2006, 02:55 AM #4
Re: Net 10 Warning
I just want to add that one thing to that list you just made. One thing that did bother me is, if he decided not to use the phone as much as he used to, how come he keeping paying $15 per month for the minutes? He should have pay less for less minutes instead.
- 12-18-2006, 08:13 AM #5Newbie
Re: Net 10 Warning
To Cell Phone Forums: Thanks for your response. I would like to say the following: My phone itself was $90 and it was the only one listed as I remember and the same at the store. As you can see from my first listing, time was more to me than the minutes. A person is given 30 days per 300 minutes card, if one add minutes days earlier, your time starts then as I understand it. And since I had not had any problem with adding minutes I suppose that is why I did so. When I buy a product I just simply expect it to work and the company to do as promised, just as I expect to pay on time or suffer the consequences. If there is a problem on their end, take of it, even if it is three weeks later.
As to calling them the next morning, I believe you are right, I relize now that I should have done so as I had thought. I thought at the time that my phone would have zero minutes on it. And by the way when I did attempt to make a call, it wasn't free. I tried a second call at a later date and was charged also.
I am still saying that this could happen to anyone.
I just simply don't understand why a company won't take care of a good customer that pays regularly, and likes the product, especially when they say they will.
To Secrecyguy: Trac Phone owns Net 10. To go with more time and less minutes, I would have to get a Trac phone and plan.
- 12-19-2006, 12:47 AM #6Phone Addict
- 405 - liked 14 times
Re: Net 10 WarningOriginally Posted by secrecyguy
- 12-21-2006, 07:16 PM #7Junior Member
Re: Net 10 WarningOriginally Posted by Indyviews
In your original post you said you already knew they switched the cards time limit to 60 days from 30 but now you are quoting 30 days again. Your being inconsitent.
You say you never had any problem adding minutes previously thus you thought it was ok to wait until the last minute to add minutes. That is just like saying that since you haven't had a flat tire in nearly a year it's ok to expect not to have one. But most people recognize this makes little sense and can see how dangerous or problematic a false sense of security can be.
Instead it would better to be prepared ahead of time in case of a flat tire and have the ability to patch or change it, or plan ahead for the need to pay to have it fixed.
Tip: You can place free test call to or from the phone by not answering one of the phones when it rings. If the call does not go through then the phone is not working. Pretty simple. No time is charged when a call is not answered.
Your expectations are too high.
You stated when you buy a product you just expect it to work as promised.
Well millions of poeple each day buy cheeseburgers from McDonalds and contrary to what they believe what they are actually getting are
It's not what they were promised or charged for and as a paying customer it's not what they deserve or should get but THAT is exactly what they get. Never-the-less most poeple understand what demographic works at McDonalds and therefore they understand what problems might arise and they can take the risk, or not.
Here's a simpler breakdown of you and your story.
1. You take a risk on a nearly unknown wireless company.
2. You F* Up.
3. You worsen the problem
4. You look to said wireless company for support. They provide none.
5. You deny responsibility for your actions and for things you can control.
6. Said company makes personal prmomise to you which they fail to deliver
7. Said company F*s UP.
8. Said copmany doesn't care about you
9. You deny responsibility for your actions and things you can control.
10. You B* and whine about trivial matters on the internet.