Complaint Review: Cricket Communications - Phoenix Arizona

In late April/early May of 2007, I purchased a new Motorola RAZR V3c cell phone from Cricket for $300.00 and subscribed to their Cricket Choice cell phone service at the monthly rate of $45.00 dollars. Sometime in late June of 2007, I additionally subscribed to Cricket's Mobile Web Access for the cell phone.

On August 10 of 2007, I received from Motorola a Bluetooth headset, USB cable and computer software for my cell phone. Over the course of that weekend, I spent time installing software and setting up the cell phone. It was at this point that I noticed there were some features I was paying for which did not seem to be available: I did not have the ability to send/receive text messages either through the computer or the cell phone itself; I did not have the ability for Mobile Web Access kept receiving an error that the hostname could not be resolved; I did not have the ability to use the cell phone as a USB modem, as advertised throughout Motorola's Avanquest Software.

On August 12 of 2007, I contacted Cricket Technical Support for assistance. After re-setting my cell phone and re-initializing it three times, we were successful in getting the text messaging to work albeit temporarily.

When we moved on to the Mobile Web Access, I was informed that their network is up and running. After confirming the cell phone's settings, it was explained to me that their may an internal problem with the cell phone which is causing the problem. Cricket Technical Support could not help in regards to the USB modem issue and was kind enough to forward me over to Motorola's Technical Support.

I spoke with Motorola's Technical Support in excess of 5 hours. During the course of this conversation, not only was the USB modem problem discussed, but the other problems, as well. The technician I spoke with, after seeing that changes to the cell phone settings were not remaining in place after applied, escalated to his supervisor. Again, we went through the processes.

In the end, Motorola made the assertion that there was something defective with handset chipset, and that it should be replaced under warranty. I was advised to return the cell phone to my place of purchase for a warranty replacement.

On August 15 of 2007, I went to a Cricket Full Service Location at 9201 N 29th Ave Ste 49-50 in Phoenix, Arizona. When it was my turn, I presented my cell phone to the clerk and explained to her the events of the last several days. The clerk, Christina, politely took my cell phone and removed the Body Glove cover from the cell phone. She then proceeded to remove the back cover to expose the battery.

Now, this is where it gets interesting: As I was explaining the events to her, I observed that she licked her thumb and then ran her moistened thumb across the bottom portion of the battery. I saw this, thought it a little strange, but chose to ignore it. Christina then replaced the back cover and handed the cell phone back, saying Cricket would not honor the warranty due to the fact that the phone had sustained water damage, and that I can have it replaced for an additional $85.00 dollar payment, to be covered under my insurance plan. I asked how she could make the determination that water damage was the cause of my problems. She asked me for the cell phone back, at which point she removed the back cover exposing the battery, again. She pointed out that there is a little white dot right below the battery that is sensitive to water. That when exposed to moisture, this white dot turns pink, thereby indicating water damage - which is not covered under warranty.

I explained that I just witnessed her licking her thumb and running her wet thumb over the area indicated. She denied having done so and requested that their security officer escort me out of the building for being rude and offensive. I asked how I was being rude and was informed that she did not like my attitude for having said she did something which she denies.

Once home, I called Cricket at 1-800-274-2538 and spoke with a gentleman by the name of Sam, Employee #2834. After explaining the situation to him, he asked if he could m me on hold and he would resolve the issue. After approximately five minutes on hold, he returned. He informed me that he has made comments on my account which indicate that upon visiting a different Full Service Location, they were to exchange my Motorola RAZR V3c with another one, under warranty, and to waive their $10.00 fee for transferring my data from the old cell phone to the new. He apologized all over himself for this problem and went to great lengths to tell me that this is not the policy or procedure of Cricket for warranty returns.

He also explained that this is not the first time he has received this type of complaint concerning fraud (his words). I thanked him for going there, as I was hesitant to make such a strong statement. Sam also said that once at the store, should I need to call him, the store offers a telephone by which I can call him directly. He also stated that he would have this problem escalated to his supervisor given the severity of the claims.

In all fairness to Sam, he did inform me that the determination of the cell phone problems would be made by the manufacturer. That if the manufacturer determined that it was, indeed, water damage, then, I would be expected to pay the $85.00 dollars for replacement under my insurance. But that only the manufacturer can determine the cause. I completely understood, and agreed. I mean, it made logical sense.

About an hour later, I found myself at another store. Upon speaking with that store's clerk, I presented my cell phone to her. She printed out the comments and said she would have to speak with her manager. She disappeared behind closed doors for about five minutes, and upon returning, quoted me practically verbatim what Christina at the other store had said. I asked if she had read the comments. She replied yes. She then informed me that just because I speak to someone at Customer Service doesn't mean anything.

All decisions are made at the store level. I asked is she was aware that Sam was not in customer service, but at the corporate office. She said it doesn't matter who he is or where he is at that Corporate does not tell the stores what to do. I asked what the point, is then, in calling customer service, if you're not going abide by their decisions, let, alone their corporate office. Again, I was informed that ALL decisions are made at the store level, by the manager PERIOD.

I mentioned to her that Sam indicated there was a phone available in the store lobby, by which I could contact him, if necessary. She indicated the direction of the phone and upon my turning to use it, informed me that she was not going to allow me to use it to call corporate. That if I wanted to call corporate, I could do so from my cell phone or from a pay phone outside. I explained further that the reason I am here in the first place, is because the cell phone does not work. I was told that is my problem.

After four days of frustration, I had had enough. Since my brand new cell phone did not work, Cricket would not honor the manufacturer's warranty and their customer service and corporate offices are powerless, I chose to snap the phone in half, left it in their care and left.

Again, once home, I called Cricket and spoke with a supervisor, Kevin, Employee #5062. All he could do was sympathize and apologize for the inconvenience. He confirmed that his ten hours at work everyday is comprised of fielding nothing but these types of complaints.

Oh, and unfortunately, if the stores choose to disregard instructions from customer service and/or corporate, they have that ability. When asked then the purpose of the customer service department, if the stores can choose to freely disregard, he informed me that there are a few customers they can take care of over the phone. The majority, no - because of exactly this reason. I asked why he even works at a place knowing this is going on and knowing that customers are getting screwed. He replied that it's a job.

I did, however, get him to acknowledge that the clerks behind the counter do not receive formal training from the manufacturer, or otherwise, in diagnosing or determining the cause of a problem(s) with a cell phone. Only the manufacturer can make that call.

I wonder: How many customers have had defective cell phones and tried to return them under warranty, only to be told water damage and to have it replaced for a fee under insurance? Is there a commission these Corporate Stores receive for insurance submissions?

I wonder: What happens to the water damaged cell phone is it returned to the manufacturer under warranty with a new water sensitive dot, repaired or replaced and then returned to the store? To be resold as a new phone at 100% profit?

I have filed a complaint effective August 16 of 2007 with the Arizona Attorney General's Office over this situation and provided them with a copy of a tape of the conversation with Cricket's supervisor, Kevin.

We'll see what happens.

Take it from somebody who's been there and gotten the T-shirt: Avoid Cricket Communications. There are alternatives out there that provide the customer with the service entitled.

ANY business that intentionally and purposefully sets up shop where practically everything must done online, or they charge you to transact payments at their location, should be avoided.

By the way... Kevin, the supervisor at Cricket, did tell me that they make it practically impossible for anyone to contact the Corporate office by telephone, and that the only telephone number they have is an internal one, apparently designated by their units. So that if he were to divulge the number to me, Corporate would easily know and be able to find out exactly who gave out that number. He did, however, provide me with an email address to address grievances: [email protected].

I hope this information helps.

Scott stricko

Glendale, Arizona

U.S.A.