I purchased 3 LG classic flip phones with 1 month service for each (as required by the purchase) I placed the order via phone on 2/20 with a total wireless rep after several attempts to order via the website had failed.
The orders were shipped on 2/23 and I recieved them on 2/25 on the morning of 2/26 I opened the package and found 2 of the phones were defective. I placed a phone call on 2/26 to inform them of the issue, after 2 hours of technical support it was determined that the phones were defective and I was instructed that I would have to return them for replacement.
There was no return lablel in the package and I was then told that I would recieve a return label via e-mail. All i recieved via e-mail was a survey about my phone call on 2/27 at 5:06 PM. I then called back on 3/4 to inform them that I have still not recieved a return label. I was told again I would get them via e-mail. I recieved 3 more surveys about my return, but no label or address, but waited the 48-72 hours as instructed... no label.
I then called again later that week, I was told they they cannot give me the return address verbaly and it must be via e-mail. I then recieved yet another survey on 3/7. I then called again asking for a supoervisor who told me that she would send a return label via usps mail.
I waited a week, no label. So I called again. I was informed they never mail labels. and again told i will be e-mailed a label. no e-mails this time. and the subsequent 2 times I called after that. even asking for e-mail confirmation of our phone call and was told they cannot do that, they cannot provide employee number, or confirmation number
I then asked for a supervisor and got hung up on 6 times and when I finally got connected to someone after telling the rep not to transfer me untill he spoke with someone first, this supervisor then told me he would send the labels... again asking for e-mail confirmation of our phone call and was told they cannot do that, still no labels!!!
I then called for a supervisor after being hung up on 4 times and asked for their supervisor... I was told the call will be escalated and I would recieve a responce in 24-72 hours. No responce. Did this again, and still no responce.
I then called a 3rd time in april after being hung up on 5 times, I got a more polite rep who told asked me for the ticket number. I told him I was told I could not be given one. He said that was a lie and gave me a ticket number, but still no label or responce.
I then called a 4th time in april with a rep who told asked me for the ticket number. and told me it had not been entered correctly or escalated, but he would do that now. but still no label or responce. I have now called a 5th time 5/5 and this time asked sales to connect me to the corporate office and was hung up on.
I immediately called back got someone, gave them the ticket number and again was told it was not excalated. and the she would escalate it, she gave me a new number, but I am sure this will result in the same as before.
Unfortunately it is now May 4 months after the purchase and I still have 2 non-working phones. I wrote 2 reviews about this company and my experience and they both were responded to with links that go to the phone number that I have been calling all this time. Then then immediately removed the reviews stating it violated guidelines.
Here is the review:
Received a defective phone out of the box, and Total Wireless is making me jump through hoops, and pay out of my own pocket for return shipping for their defective product that is supposed to have a 90 day warranty but refuses to give me a return address???
Took a week of constant calls just to get someone to talk to without being hung up on. Still got nowhere. They keep saying they are going to make it right and send me a return label, but never do, and when I call back to ask where it is I am told again I have to pay out of pocket but I cannot have the return address!!!
And the $25 plan is non-refundable even though it is linked to the defective phone. so i lose $25 plus return shipping?!?!?! Never again.
We had these phones out to employees and needy people as an act of charity, but this company is a total disgrace taking advantage of low income families and we will never recommend them again!