The Customer is Always Right . . . Except at Cricket
In business there is a Cardinal Rule:
The Customer if Always Right
I don't think the service reps at the "New" Cricket get it.
I'm about ONE HOUR. into what should be the easiest thing to do . . . PAY THE BILL!
I expect it will take another hour to totally complete what should be an easy process.
When my phone dropped a few months ago, I had to get a new one. Since I'm on my son's plan and he has automatic monthly pay, it was never an issue for me to pay the bill. He took care of it.
The new phone, for some reason, changed all that. I'm not sure why.
In talking to Cricket, the New Cricket as they are re-branding themselves, it's like dealing with the Queen of Hearts in Alice in Wonderland . . . they just DO NOT MAKE ANY SENSE.
While trying to pay my Cricket bill yesterday, I was on-line 30 minutes and I could not get my debit card to stick!
Then 5 minutes waiting for their CHAT help on-line, who told me to call 611.
On the phone with 611, I gave the service rep my "pin" number and that wasn't the right one. Another 15 minutes down the drain!
Apparently, the pin to get my voice mail wasn't the pin that was used to set up the account. And since I didn't set up the account . . . I had no idea what the pin was.
The service rep sounded as if I was an idiot, "You don't know your pin?!?!? You can't remember what pin you used when you set up the account?!?!?"
Then, in a solution that would have made Marie Antoinette proud, he tells me to . . . use the APP.
I don't have an APP on my phone, and I do not want an APP on my phone. I'm not that kind of person.
I asked to speak to a supervisor. Another 10 minutes of my life I'll never see again.
ALL I WANT TO DO IS PAY THE BILL -- It's not up to ME to have systems in place in order to do so!
The supervisor tells me I have a 3 day grace period, so don't worry.
Today -- I have no phone service!
So much for Cricket, the New Cricket, "grace" period.
I'm on the phone again this morning to Cricket wanting to know what there defination of GRACE PERIOD is . . .
My service is gone now and I'm not able to get or make calls.
The service rep, another Queen of Hearts, also gave me the run around . . . I was annoyed and frustrated.
How any business can leave a customer annoyed and frustrated is beyond me
. . . ALL I WANT TO DO IS PAY THE BILL!
The service rep stated, and I quote: "Sometimes the website has some problems."
Which is the explanation she gave as to why I couldn't pay on-line yesterday. Hmmmmmm . . . so if the website has some problems, and I can't pay when it is my intent to do so . . . why is my service cut off?
When I told the service rep the Cardinal Rule, and how Cricket apparently needs to train their staff to that, she laughed.
And then . . . in the most wonderful IN YOUR FACE customer service ploy I have ever witnessed in my life . . . she sends me a text, and I quote: "The customer is always right ;D"
Hey CRICKET . . . are you listening?? All I wanted to do was PAY MY BILL.
Why did I hear CRICKET CHIRPING?!?
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