problem with Helio customer service and activation

Hi I wanted to vent a little about a recent issue with helio customer service and activations. I purchased 2 refurbished helio oceans from their telesales department on tuesday (dec 4) Well I received them yesterday (fri dec 7) and was able to activate one line without a problem, the other had a problem with the esn. After numerous times of being on hold I was told to call back in 5 hours and the problem should fixed. I called back in 5 hours and once again after many times of being on hold I was told now I was going to have to call back at 8pm the next night (tonight) and it should be fixed. So once again I call in after the time I was told. The agent I get puts me on hold. Once again numerous times of being on hold she comes back on the line she and tells me that it has been escalated to the next level (which I already knew) and that it was going to have take 2-3 business days for it to be corrected. Now Im not happy and I ask to speak to a supervisor, she tells me that even if I speak to a supervisor he/she will tell me the same thing so it would do me no good. Okay that pushes my buttons. You see Im a CSR Floor supervisor for a major customer service company and for an agent to tell me I cant speak to a supervisor just wont do. So I voice my concerns over being told this and ask once again to speak to a supervisor. She once again says no and this time she says her supervisor is jacked in with her and is listening to the call. Well at hearing this I realized the agent has no problem telling a lie to me because no supervisor would allow an agent to tell a customer what she did. So I hung up and called back and asked to speak to a supervisor. he asked what was the issues, I explained and then asked to speak to a supervisor, he tells me he can help, I explain he cant and ask to speak to a supervisor, he places me on hold. (Total for this issue I must have been on hold for at least 60 minutes) as I am waiting to being connected with a supervisor Im disconnected. well to make a long story short. I stil have to wait 2-3 business days for my device to be activated, because of nothing I have done, because of a major foul up that helio made and I still have have not spoken with a supervisor. So does anyone know of a contact number where I can speak with someone higher than a floor supervisor because due to these issues I am ready to cancel service. I mean I like the ocean, but if this is how helio conducts business Im very afraid.

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I mean, if it wasn't for me, not to sound all mean, etc... I didn't even like Helio to begin with, because of all the awful service and triple surcharges i got.. i was hoping that I would have gotten the best service out of helio, but because they're lack of failness, i decided to quit using they're service... left them in august, and thats when i was introduced to Verizon Wireless, now that i have Verizon Wireless, I can expect a cheaper bill of $145 a month, better than Helio's $160 a month! yeah, its about as 20 bucks difference, but i still was pissed because of charges like $160 a month with Helio..... it didn't make any difference.. just goes to show ya........

Originally Posted by ohthevoices

Hi I wanted to vent a little about a recent issue with helio customer service and activations. I purchased 2 refurbished helio oceans from their telesales department on tuesday (dec 4) Well I received them yesterday (fri dec 7) and was able to activate one line without a problem, the other had a problem with the esn. After numerous times of being on hold I was told to call back in 5 hours and the problem should fixed. I called back in 5 hours and once again after many times of being on hold I was told now I was going to have to call back at 8pm the next night (tonight) and it should be fixed. So once again I call in after the time I was told. The agent I get puts me on hold. Once again numerous times of being on hold she comes back on the line she and tells me that it has been escalated to the next level (which I already knew) and that it was going to have take 2-3 business days for it to be corrected. Now Im not happy and I ask to speak to a supervisor, she tells me that even if I speak to a supervisor he/she will tell me the same thing so it would do me no good. Okay that pushes my buttons. You see Im a CSR Floor supervisor for a major customer service company and for an agent to tell me I cant speak to a supervisor just wont do. So I voice my concerns over being told this and ask once again to speak to a supervisor. She once again says no and this time she says her supervisor is jacked in with her and is listening to the call. Well at hearing this I realized the agent has no problem telling a lie to me because no supervisor would allow an agent to tell a customer what she did. So I hung up and called back and asked to speak to a supervisor. he asked what was the issues, I explained and then asked to speak to a supervisor, he tells me he can help, I explain he cant and ask to speak to a supervisor, he places me on hold. (Total for this issue I must have been on hold for at least 60 minutes) as I am waiting to being connected with a supervisor Im disconnected. well to make a long story short. I stil have to wait 2-3 business days for my device to be activated, because of nothing I have done, because of a major foul up that helio made and I still have have not spoken with a supervisor. So does anyone know of a contact number where I can speak with someone higher than a floor supervisor because due to these issues I am ready to cancel service. I mean I like the ocean, but if this is how helio conducts business Im very afraid.

Ok

So now it's been about a year since I signed up with Helio and I have to say I'm glad I did. The service has been great, my bills are consistent, and anytime i have had an issue (which there haven't been many) helio has backed me up 100%. I know initially I was less than hesitant about keeping service with them, but I am glad I did. I just cant wait for the Ocean2 to hit the shelves.

You get more bang for your buck with Helio than any other carrier. My wife and I each have service with helio. She has the unlimited plan and I have the 450 minute/unlimited data plan and our bill is under 160 a month...LOVE IT!

I am currently going through the SAME exact thing you went through, and i see that you are now pleased with staying with them as your carrier, but I just wanted to ask, did you actually have your problem resolved from the 'level 3' men after 2 to 3 days? Because i have been running in circles with these 'kill them with kindness' representatives for over a week now, and are getting charged for partial membership of this month which is ridiculous seeing as I haven't been able to use any services from them at all.

I dont have helio how is the service with them? i am looking for a carrier that has unlimited service for a decent price for 2 cellphones. i am so sick of having limits with my minutes