Tracfone Offshore Customer Service is Terrible.

by Fed Up
(U.S.)

My TracFone worked great for me for over ten years. Then they made me replace it due to obsolescence. That was when the service went to the dogs. I have in the last year had to call them several times, (Now a Philippine call center) and spend 1 to 2 hours a call to get an issue resolved.

Phone Stopped Calling Out or In

This time the phone stopped calling out, or in. After several rounds of fighting my way through the menu, and being on hold for 20 min, I got through to a person I could not hear over the background noise or understand due to his thick accent. He transferred me and after 10 minutes more hold, I got a person who followed a script for 15 to 20 min, transferred me to an L2 tech, (another 35 minutes on hold) who sent an update to my phone, placed me on hold, and I was immediately disconnected.

Still Not Fixed

The phone now can now call out, but I am still not able to receive some incoming calls. However, after 3 more tries getting through the menu to get hold of the L2 techs, or a supervisor and being hung up on when transferred (another wasted 30 or 40 minutes) I've decided to find a new carrier.

In the end I received questionable service on the phone, and unacceptable service from the call center.

Offshore Call Centers

I feel that using offshore call centers to cut costs to the company at the cost of customer service, speaks ill of any company. The difference in syntax between languages often results in confusion and delays to both customer and operator, resulting in customer dissatisfaction.

While I feel that overseas operators try to help, the differences in cultures and how people use syntax is disruptive to trouble shooting issues. The call centers used should not be staffed by operators who are speaking a second language other than their customers, on bad connections, or from loud overcrowded call centers. This only makes a difficult issue worse for all those involved.

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Oct 17, 2022
Rating
star
Don't buy NEW
by: Anonymous

Send phone back to tracfone for repair (they still have it three weeks now), so I order another tracfone phone from Walmart. My old (need repair tracfone had over 1700 unused mins. Tracfone wouldn't give back the stored 1700 mins. I was told that they could only active the new tracfone phone and add mins from a tracfone card, this was not told to me by one of the so call service rep manager (call back people) I talk to serveral different people, none of them can understand you and nor could I understand them. Loss my 1700 mins, didn't get my other phone back. The service rep said the only thing they could do for me was give me a new account and active the new tracfone. I can't access to new account. They will not allow me to speak to a manager, am guessing that everyone there is a manager.. Customer service is very, very bad. Very terrible and some more terrible, very stressful to deal with. I filed a complaint with BBB (Beter Business ). Someone call from tracfone from the complaint I guess, Their dialect was sooo strong, I couldn't understand anything much of what they said.

Jun 09, 2022
Rating
star
Unacceptable Customer Service
by: Anonymous

PROBLEM:
My TracFone appears to have my account locked, which means I CANNOT access it to add Service, Minutes, Texts or Data, to either of these phones.
Actions Taken to correct this issue:
1. I have changed my PASSWORD (several times)
2. I have chatted with T.F. agents
3. I have called and talked to agents, then being transferred to "a technician who can help" WHO Never answers.
4. I have called Customer Service, left my name and number for a "call back" that never came.

I have been a TracFone customer for many years.
I started out 2004 with a simple phone, the number then was 253-XXXXXXX

I still have and use that same number in 2022, which is used primarily by my wife. In years following, I added a second phone to that account, that Number is 253-XXXXXXX

With the Feb 2022 requirement for a phone capable of 5-G, I chose the BYOP program. When I attempt to login to my account, whether using my Phone #, my E-mail Address, my IMEI #, Or my Serial #; I get an alert "we cannot verify the information you gave us".

This alert message tells me that Tracfone has lost ALL information relating to my account, although my phone shows several hundreds of Minutes, BUT I am running out of service time and because I am not able to login to my account and because I cannot get any help customer service so I can add service time.

It appears that I have NO choice but to move my (2) phones to a rival company.

MY REQUEST IS SIMPLE: fix my problem immediately or lose TWO long time users.

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