09-26-2013 04:52 PM
09-26-2013 06:12 PM
You called this 100% correct, jr29. This is another joint venture (or whatever they call it) delivery between UPS and USPS.
I don't know if all phones were shipped from Baltimore, MD to Laurel, MD then on to Fisherville, VA. or whether there were other distribution centers nationwide. I checked Tracking and yesterday my phone arrived at a UPS facility approximately 40 miles away, then it went to a regional USPS center today just after midnight and was sent out just before 8 AM. As of 10 AM this morning, it was transferred to a Local Post Office and it says, "ALLOW FOR 1 TO 2 ADDITIONAL DAYS FOR DELIVERY."
Perhaps this is cost-effective, but is it really more efficient?
Wow! Paularose, I'm so sorry to hear of your difficulties with porting and use of this new phone. You've been through an incredible ordeal with TracFone, haven't you?
I'm an 8-year TracFone customer (and its sister company, Net10, before that), I'm trying to remember the actual porting process. Obviously, I wanted to keep the phone number that I'd had for more than 12 years with my previous wireless provider, Verizon and its predecessor, AirTouch Cellular, before it was bought by Verizon.
When I started with Net10 in 2005, they specifically instructed you to notify your current carrier of your intention to port, but DO NOT cancel your service with that carrier because a number had to be active to port. I didn't have any problems. In fact, I was worried about being without any service for days, but the port was accomplished within minutes of making that call to activate my new phone.
Obviously, it's impossible to address the issue you've raised about the new Galaxy Centura not displaying your account info, specifically Minutes and Airtime. Common sense would dictate that vital information be dsiplayed on any pre-paid, but even more crucial on this one because you're also dealing with Text and Data.
Since Samsung makes this model for a variety of wireless providers including TracFone and they're all virtually identical in appearance, do you think that perhaps there was a shipping mistake? Possibly you got one of the Centuras that wasn't a TracFone Galaxy? That's the only possible explanation I can think of for your handset not having that Pre-Paid Menu that we all refer to for account balances. Does your handset have that little Prepaid (coin stack icon)? If so, when you touch it, do you see a drop-down including: BUY AIRTIME, ADD AIRTIME, MY PHONE NUMBER, MY AIRTIME INFO, SERIAL NUMBER, SIM NUMBER, CODE ENTRY MODE? If you're missing any or all of these, return this phone and request a replacement ASAP.
Before you throw the phone against a wall, call TracFone or go to their website and complete the complaint form, detailing the issues you've encountered. A member of the Executive Resolutions Department will contact you within 24-48 hours, investigate the problem(s) you're having and generally get satisfaction for you soon afterwards.
Apart from the language difficulties that I encountered with TracFone in the past when you could barely understand their CSRs (and they've worked diligently on improving that situation), I had two major problems with handsets. The LG 800g wouldn't hold a charge for longer than 2 hours, even in standby. First they sent several replacement batteries, then they sent different handsets. Suddenly TracFone discovered there was a problem with the entire manufacturing run and they pulled the phone from distribution for nearly two months. In the interim, TracFone sent some awful little Motorola as a replacement. When I had trouble activating it, I called them and they said that because of the SIM card. They said that model wasn't available in my area because it used cell towers that weren't in this location. My very basic question for TracFone: "Then why the heck did you sent it to me?" It took nearly two weeks, during which they sent 3 more SIMs - some with the wrong coding and one with the wrong phone number.
I was furious, but I stood my ground. When they said the next SIM would arrive by mail in 5-7 business days, I told them that was totally unacceptable. I demanded that they overnight it via FED EX. When I finally got the right SIM, I told them that I'd been inconvenienced, aggravated and frustrated by their incompetence and unprofessionalism, therefore I deserved compensation. They gave me extra airtime and minutes as an apology. TracFone is never going to offer you anything, even those things to which you're entitled. You have to ask/demand.
You are your own best advocate. You must be a pro-active consumer, willing to go the distance in order to resolve consumer complaints. Often that includes troubleshooting issues concerning the phone's operation on your own. That's where Forums such as this and others like it are extremely helpful. You can share ideas, vent your frustrations, discuss problems and very often someone will be able to help. If you can't get the problem solved, at least others can help you maneuver TracFone's corporate bureaucracy and show you how to get satisfaction.
Good luck. Please keep us posted.
09-26-2013 07:08 PM
09-26-2013 07:29 PM
09-26-2013 07:52 PM
09-26-2013 08:10 PM
Thanks for lots of valuable info, pajeff. As paularose said initially, this seems absurd that there's no way to check balances in the phone. Why would they do something that silly and inconvenient, unless they're figuring since it's a smartphone, you'll have no problem going on the website. Regarding the text message they send with your account balances, can you set it up so that you get an automatic daily text? Or can you program in the frequency (e.g. - every 2nd day, etc.) of the updates that you require? As for the transfer of old minutes, you'd think that TracFone would've sent e-mails or had informational meetings or training seminars for their CSRs, alerting them to that fact that starting this week, there would be thousands of existing and new HSN customers who purchased the Galaxy Centura and outline the procedures for transfer and addition of Text and Data to their accounts.That would've been the logical way to go.
It's interesting that you noticed a decline in audio quality, pajeff. As they said in the demo, the Galaxy Centura uses Verizon. I was never happy with Verizon when I lived in NYC, but it was okay in Metro Atlanta. The LG 840g and LG 800g used AT&T, which I found that far superior to Verizon. I'd hoped Verizon had improved in recent years. A friend in my area has a 2nd generation iPhone using AT&T service and it's miserable. Calls drop constantly and the audio quality is poor; usually he sounds as if he's half a world away or underwater. He loves his iPhone and blames AT&T for the miserable sound, but he won't switch phones or carriers. Who knows which is true?
I've never trusted online activation. When I call TracFone, if I get a less-than-proficient or professional CSR, I simply and (at the outset anyway) politely request another, perhaps someone with better language skills. That way, there's no risk of typos. I always note the date, time and CSR's name/ID # for future reference should problems arise concerning missing airtime/minutes. Failing that, request a Supervisor.
09-26-2013 11:26 PM
09-27-2013 12:41 AM
.......And, I have to say 'Keriga' I find your message to me about the phone being a 'misshipment', a 'defective model', 'stand your ground' yada, yada, yada very patronizing. I know what a prepaid icon looks like, I know exactly how Tracfone works and if you read this email, you'll find out EXACTLY how Tracfone and hsn work - join forces, throw in a brand name ('Oh, wow! Its a Samsung Galaxy! Its going to do everything but perform surgery!! Wheee can't wait to get it') and PRAY TO THE GODS that all of the phones are not returned once everyone finds out what they CANNOT DO.
09-27-2013 01:28 AM
09-27-2013 01:38 AM