I bought a phone through your website. And it will not activate. I would like to know w...
GetHuman942539's customer service issue with Access Wireless from August 2018
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The issue in GetHuman942539's own words
Activate the phone so that I could use it ... I bought a phone through your website. And it will not activate. I would like to know why, and since I am using Smart Pay to basicall buy this phone for over $*** I don't feel I should pay shipping, handling or a restock fee because you sent me an inferior phone that I am making payments on. When calling the regular customner service number I asked some very spacific questions, that if answered would have helped quite a bit and not left me plain angry. Instead, I was given a phone number to call, that they didn't even know what hours the phone was answered so that I can get a replacement phone. I left all my information in a voice mail but will have to wait *-* days before I hear anything. So I thought I will call when the recording said someone would be there, now I get "Your account cannot be found" and it hangs up on me! I just want someone that I can understand that won't just keep putting me on hold and can answer my questions and then work with me. Instead, I feel like I am being punished for buying a phone from the company that I have service with! You folks need to really put a LOT more emphasis on GREAT CUSTOMER SERVICE, as is stands it is non-exsistant!
I have already gotten * phones that were "Broken" from them and they refused to send a third replacement. I am on Lifeline so they need to give me a functioning phone, not these ones that keep dying or malfunctioning since none of them are brand new or close to new, they are at a minimum * years old or long discontinued. FCC will be my next move if this expensive phone issue cannot be resolved.
Making sure that phones purchased through their site to customers they already have, should have a properly functioning phone. The worst case scenario would be to refund my purchase. But I love the phone and I think that what is going on is either the numbers on my phone are incorrect or there is a programming issue. Ideally, they would replace my phone with another brand new phone of the exact same brand and model, and make sure that everything is right before sending the product out to me. Not expect me to pay to ship them this messed up phone and then charge me a restocking fee. Also, there must be better training done with the CSR's. I don't care how heavy an accent is, the customer needs to understand them. If they cannot then that needs to be worked on. Also, if a question is asked don't automatically put me on hold and then come back and not have an answer. Sometimes it is okay to say that you don't know and then figure something else out to get the answer. And if you give a customer another phone number to call, as in my case, when I ask what are the business hours for them? Don't say I don't know. Have an answer for that one. And don't tell me I said something when I didn't. I did phone work for years and never have I gotten such rotten treatment!
I have been a customer since April of this year (* months). And nothing I have asked for is unreasonable. After two inferior "free" phones I wanted a better phone so I have purchased one brand new from them even though they haven't been great on customer service at all.
I tried going to another carrier, they provided near perfect customer service, but the phone they sent me com*pletely died ** hours after I got it and it was ** years old! These companies providing Lifeline phones have to realize whether we are handicapped, elderly or poor (all three in my case) this is a "lifeline" for us and could be the difference in life and death if I cannot contact *** because my brain disease is causing a stroke! I hate being treated like a second-class citizen because I get a free government phone! Shame on you!!
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