Complaint Review: Simple Mobile - Internet

Following the links in the rebuttal to my initial post I had this chat as indicated in their initial response.  Totally unsatisfactory.  Just a brush off to a live agent who tells me he must diagnose my phone which is extensive and has been done 25 or more times at least.  They are rediculous I don't always have two phones handy.

Please wait while your chat is routed to the next available agent.

Angel: Good day! My name is Angel. How may I help you today?

Michael: Hello, I posted a ripoff report for terrible service I received on a continuing issue and got a response I should contact chat through this link to seek further resolution.

Michael: I tried to post the content of the report to the chat line last evening but was cut off by the operator. so I can summarize. After over 20 calls to support telling them there was nothing wrong with my APN settings and my ximm card because it worked in another phone and a TMobile ximm worked in my phone I finally convinced them it was a TMobile provisioning error. This was finally corrected

Michael: after I bought a new ximm card I didn't need and went over two weeks without data. I was compensated with 1 month of free service. My data is throttled to 1mg down and 3mb up. This still needs to be remedied and I'm NOT going through the APN settings or swapping any more SIM cards. Can you help and I think another month of service at least should be provided.

Michael: Thank you Angel.

Angel: You're welcome. 

Angel: The phone number was not recognized.

Angel: What is it again?

Michael: (((Redacted)))

Angel: We apologize for any inconvenience you may have experienced .Angel: Allow me a moment while I check your account.

Michael: Take your time...

Angel: Thank you.

Angel: Could you please turn the phone off and immediately turn it on?

Angel: Once the phone is back on, try to use the browser.

Angel: Are you still there? Angel: If I don't get a response from you within three minutes, I will end this chat session.

NOTE IT TAKES TWO MINUTES TO REBOOT THE PHONE

Michael: powered up.

Angel: Thank you.

Michael: I am getting 3.05 MB download speed and .61mb upload.

Michael: The APN settings are correct and there is no problem with the xim card

Angel: 30 day Unlimited Plan include 1 GB of high speed data per 30 day cycle. After 31 GB, your data speed will be reduced at 2G speed for the remainder of the 30 day cycle. High speed data is restored once a new 30 day service plan is redeemed at the end of the 30 day plan cycle.

Angel: We are not able to make it faster.

Angel: Moreover, 1 service month will not be granted.

Angel: If you have any further questions or comments, please contact one of our customer care representatives at 1-877-878-7908. For your convenience, our representatives are available Monday – Sunday from 8:00 AM to 11:45 PM EST. Thank you for chatting with Simple Mobile.

Michael: I have had no data access for almost a month. I am not over my limit

Angel: At this moment, we have to speak with you directly in order to better assist you. This is a more complex situation that cannot be handled through this session. You  r issue needs further troubleshooting and we will need to speak with you directly. Angel: In order to better assist you with resolving your issue, please contact one of our customer service representatives at 1-866-806-1840 and enter the reference PIN number (((Redacted))). Please have in mind that this PIN number is valid for a two weeks period. For your convenience, our representatives are available Monday – Sunday from 8:00 AM to 11:45 PM EST. Angel: Thank you for chatting with Simple Mobile.

I tried to chat with Simple Mobile and had to cut and paste sections of the ripoff report for her to read as there was no sense in repeating myself once again.  Notice when I finally get the report online I am just suddenly cut off.  Just as I would expect.

Please wait while your chat is routed to the next available agent.

Shannon: Thank you for using our chat support. My name is Shannon, how may I assist you today?

Michael: I posted a Ripoff Report regarding abysmal customer service I received One moment I will retrieve the post and put it here for you to review.

Shannon: Are you still there? If I do not get a response from you within three minutes, I will end this chat session.

Michael: Trying to paste it over one minute please.

Michael: I have been a happy Simple Mobile customer for over three years finding them the cheapest per minute and GB of data on the market without problem until recently. Three weeks ago my phone stopped receiving internet (4G) data at all and I called in for support.

Michael: After going over all the settings loboriously booting the phone swapping simm cards and the like I was told to wait an hour and call back. I did this and went through all the laborious setting confirmation again which I ended up doing 25 times on successive calls.

Michael: Each time you call you get a now "engineer" who is nothing but an offshore idiot trained to walk you through the setup of your phone then blow you off because they have ZERO technical acumen.

Shannon: What is your current ZIP code?

Michael: Finally after seriously 25 calls I was given another toll free number to call with a pin number to managememt who knew not a bit more than the other techs I had spoken with each of whom tried to push the problem off onto my phone but I had another TMobile SIMM that worked fine in my phone and my simm would work fine in the other phone.

Michael: They could not let is sink in that there was a provisioning problem with TMobile the actual carrier you are using. They tried to say my phone was locked which is stupid as the phone worked for months without a problem.

Michael: Finally they are referring the problem to TMobile provisioning and I am too exasperated to repeat that if my simm card works in another phone then everything is provisioned properly. I have my third 48 hour wait while I wait to not hear back from them because they claim they try to call me but the phone is by my side charged waiting for them.

Michael: Stupid me prepaid 5 months service as a matter of convenience and they refuse to refund my unused service. Come to find out a Mexican billionaire has bought out all the third party pay as you go phone companies and leases service from the US carriers. Expect Mexican quality customer service.

Michael: If you have no problems then Simple is a great service, but when you have your first inevitable complication I assure you your hair will be pulled out in frustration. Best to pay the 10 bucks extra a month and buy from Tmobile directly. I know when my time runs out in five months because I'll do without data in the mean time I'm switching immediatley.

Michael: That was my post on ripoffreport.com I had to cut and past in sections on the chat line because of the 400 character limit. My zip is 77009.

Sorry, no agents are available at this time. If you need immediate assistance please contact our customer service hotline 1-877-878-7908

Another offshore tech that didn't want to deal with my problem.  Turned out I was right all along and knew what was wrong in that it was an imei block on the TMobile side and not my phone.  They have it working but not at proper speeds.  I'm still not satisfied at all.  This agent just "relatively speaking" hung up on me on the chat line.

Hi, Michael M. My name is Julie and I work with SIMPLE Mobile. I noticed your post on this blog and we are sorry for the inconvenience. Let us check your account to see why it happened. Please send us an email to [email protected] or you can chat with us live @ http://bit.ly/HHL6ZX.

Julie

SIMPLE Mobile

Hi, Michael M. My name is Julie and I work with SIMPLE Mobile. I noticed your post on this blog and we are sorry for the inconvenience. Let us check your account to see why it happened. Please send us an email to [email protected] or you can chat with us live @ http://bit.ly/HHL6ZX.

Julie

SIMPLE Mobile