Get a refund on my previous purchase in April $**-$*** Get my $** discount cupoun code return** Receive a discount because the phone was previously used by a Sprint customer $** Have the phone details changed to my number and email Have my phone's storage upgraded to * terabits Purchase a second phone HTC Bolt have storage upgraded and detail reflect the current ibfirmationapply the $** discount and $** refferal and a couple months credit for service considering the amount of time I have had to put into contacting you

GetHuman-itsmypub's customer service issue with TextNow from November 2018

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The issue in GetHuman-itsmypub's own words
Receive a refund on my previous purchase in April $**-$*****Get my $** discount coupon code return****Receive a discount because the phone was previously used by a Sprint customer $****Have the phone details changed to my number and email**Have my phone's storage upgraded to * terabits**Purchase a second phone HTC Bolt have storage upgraded and detail reflect the current ibfirmationapply the $** discount and $** refferal**A couple months of service credit seems appropriate considering the facts $**.** x * ... The first problem I'm having is you turn my service down to *G without warning I had no knowledge that I would be turned down to a crawl once I exceeded ** gigs and ** gigs simply just letting me know would have been the right thing to do you know transparency.** One of your support people Shawn sent me a link it was a rude kind of in your face move that then explainslimits on a unlimited account not a linkon the page you purchase or select your plan from but a link that you have to go read about limits yeah not happy with the arrogance or compltete lack of concern or empathy. **Second is and I'm sure this is directly related to it being slowed way down as I keep getting an error when I try and turn my hotspot on that says I'm not subscribed to the service.**Next to make a point here, this also is related iwhen I purchased the phone off of your website it cleearly mentioned it was new. I had to call emergency services last week and they basically told me the information they were getting was a *** number that belonged to a Sprint customer which obviously says the phone wasn't new now to be fair the phone was in good shape I really do like the phone but someone was using it before I did. so I'm feeling a little bit deceived next is in the details page it said this phone is expandable to * terabits I see only one SD card slot and I need to know how to expand my phone to * terabytes of storage do you need to do it because there's only one slot and I don't know of any SD cards that hold * terabits. I desperately need the extra storage on this phone please help me get that resolved quickly. To make matters worse when I checked out there was also another problem and that is as you've been sending me codes for returning I received one that was $** and then one was $** so the code was return** or return** neither code worked and I would like a credit for that as well as an adjustment for the phone not being new as stated. This goes back to my previous experience with TextNow in April and having a problem which was made worse because I never found this resource of having an alternate way of contacting you back then.* *I was extremely disappointed with absolutely nothing done help me at all. I purchased a LG Power X in April I had it for about a week and it was stolen. except the first two which had automated responses attached that didn't even address my questions not even one. I must have sent you ** or ** emails and texts all which went unanswered it was almost a joke how intentional ignorning my subsequent contacts via text and email went. Hey simply was asking if the phone was under warranty even if it's stolen and to suspend my services until I had a replacement coming. And once again a week after that you billed me for premium service kusing the $** credit that I actually had put on my account as a cushion. so opening my wound even further I had no phone no way to use the service and certainly no way to use the premium service no resolution to my support inquiries so I was basically out about ** bucks on that deal and another $** as no phone was replaced . I certainly wasn't about to buy another one then based on your pathetic service from support, I was pretty pissed at your total lack of interest in even helping me so I would really like a $** credit for that huge waste of my time and money and another $** credit for the phone even though I lost it just because. Whicch really centers on the same lack of interest or concern from support. The inability to receive a response once I contact you really goes to the heart of this matter then not to speak with anyone or to get anyone to reply to a text or an email nor have a phone number to call for god sakes .**And here we go again....* that's a jagged Little pill to swallow and really hard to believe.**So if you just make an effort here to do the right thing apply my credits for no service and the lack of service I'd like to buy another phone the beginning of the week. Specifically another HTC Bolt perhaps * and you have sent me codes for referring people offering $** credit and a $** credit for the person I refer *So would it be possible to get these credits and just have the phone put on as a second line on my account or are you going to be inflexible here and make them have their own stand alone account in order for me to receive the referral fee? Also then get the $** service credit as most likely I'll be paying for the plan anyway. **I like the incentive offers you are making and I'd * really like the phones storage to be expanded to the maximum * terabits and have the phone's details accurately reflect the phone number you assigned to it and the email address for me as a customer before you ship the phone. For the phone I currently havewhere do you do that how do you do that and how much will it cost and what is the largest SD card at this time? is it a *** gigs or is it ***gigs now? I don't think I've seen them going up to that or *** yet. Can I do it or does the phone need to be opened? So help me out here both my phone and the phone I'm about to buy next week which will be the same phone they need to be expanded ideally to their limits**All this really is depending on whether or not you choose to help me with what I consider small menial issues you have allowed to Fester into real problems, if you'll just make it right I assure you i will be a long-standing loyal customer iby just kindly providing me the small amount of service I deserve and expect**And one more comment here I'm a retired to tele-communications expert and it's almost hard to believe that I'm having to contact you through a third party because you don't have a telephone system in place that's manned as your primary method of dealing with your customers to resolve these small little things like this quickly I can't for the life of me even fathom that zendesk streamlines support in any way it's kind of like slowing my phone down to *G because I went over the data limits on an unlimited plan the irony is catastrophic in every sense. I have to imagine that zendesk really is not helping anyone your staff or us as customers so please forward this to your chairman president vice president including any other executives so they get an idea of what's really going on at the customer level because this is absurd I really mean that genuinely. It makes no sense I mean you can't tell me that your support people don't have phones and it really did kind of psseed me off that your support person Shawn who arrogantly like a pompous *** told me there was no phone number to call and that is just how it is. kind of an insult and then to find out thmat was a deliberate lie as Google showed there is a phone number and there's also a third-party clearly taking advantage of the situation band making the company aware that not having phone used as your main communications tool is creating huge problems.** You don't need to reinvent the wheel here per se but a phone company that doesn't have a phone number to call for their customers you got to be freaking kidding come on fellas it's almost **** and you have a customer here that's giving you a second chance and is basically been swept under the rug intentionally again I am all but told I'm not a valued customerby simply not giving a me a way of communicating with you easily.**You know every other cellular company you just dial *** my dear God this is been a standard and in place since the late **s**So please fix these issues kindly give me the credits that I deserve and expect and life can go on I'll be happy and paying for several lines of service.**If you're curious at all about who is this guy let me tell you who I am I personally trained all the AT&T customer service personnel during divestiture the government break up of the telephone Monopoly. The year was **** I wrote and implemented all customer service practices for AT&T call centersbecause one day it was all just one big Bell system and literally the next day they were handed half the equipment and all the long-distance customers including records and the billing that came with it and needed e to be answering phones dealing with their own customers when the phone companies were divided up long-distance went one way that was AT&Tand local services regionalized and became the seven baby bells. Pacific Bell Pacific Northwest Bell Mountain Bell Southwest Bell Southeast Bell Northeastern Bell at Midwestern Bell. It was an incredibly smooth transition.** So if your team really need this fixed not only correctly but very quickly I could have support streamlined in * weeks and all of your support problems solved in ** days and I am absolutely sure you are completely unaware of the cost and the toll of unaccountable customer loss is having on the company This high of a level I suspect is many times that of industry standard and astronomical in dollars and cents which gravely affects your bottom line certainly the c f o is about out of his mind from having no way of controlling the hemorrhaging that's occurring he cant see the blood loss necessary to stop it but all the symptoms are there.**You have my number**Sincerely**Craig Morrow***********
How much not tending to customers really costs and affects there bottom line
Just to take care of me and apply the few small credits I am asking for
I am a retired Bell system consultan who can t appreciate their struggle
Lord if they truly need this dealt with professionally please contact me
I have an issue with TextNow too
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TextNow

Sakes and support
Customer service issue
Reported by GetHuman-itsmypub
Nov 30th, 2018 - 6 mons ago
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GetHuman-itsmypub started working on this issue
Nov 30th, 2018 11:27pm
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Nov 30th, 2018 11:28pm
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Dec 6th, 2018 10:50pm
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Dec 6th, 2018 10:57pm