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pajeff
Posts: 7

RE: Samsung Galaxy Centura 738

The HSN Tracfone department emailed me they were working on my issue and it could take a couple of business days, so I decided to call Tracfone support one more time. The rep insisted that existing minutes are divided (600=200/200/200).

I called the TF Executive Resolutions Department in the US (toll call) and the rep there confirmed existing minutes are transferred and equal amounts of voice, text and data (600=600/600/600). He gave me all my missing text and data.

He also said they are in the process of transitioning their systems and website to handle the new phones, and that Tracfone is working with Samsung to provide a running balance in the future.
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TC93
Posts: 62

RE: Samsung Galaxy Centura 738

I haven't tried it with this phone yet, but my past experience with Tracfone, when you are transferring from one Tracfone to a new Tracfone your far better off using the automated system on the phone.

All the Tracfone employees are i d iots, and work in some foreign country, who also speak poor english.
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msmickey
Posts: 11

RE: Samsung Galaxy Centura 738

Pajeff-You are correct, the number to call to activate is indeed *22890; the extra digit was a typo and I will go back and correct that in my post.

Mooncat7-It is hard to believe, but robovoice did give me all my previous minutes and split it into minutes, text and data! Maybe this was a reward for the horrible time I had back in July when I activated another phone.

DonnaCos-I share your anxiety because you never know what kind of experience you are going to get with Tracfone. Like many posters I have had very annoying experiences with Trafone and this morning I had a smooth easy experience transferring my number and activating the new Samsung. In November 2012 I ported my number from Verizon (contract) to Tracfone; it took less than a day to port the number and in fact it might have only been a few hours. If I recall, the Verizon phone will continue to have service until the port takes place and then it will no longer have service and the new Tracfone will have service. I was advised to carry both phones. It is a pain, I completely agree. If I am wrong someone will kindly correct me. Good luck!
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KERIGA
Posts: 411

RE: Samsung Galaxy Centura 738


I'm still waiting for the delivery of my Galaxy Centura, but I was very concerned by the issues and complaints raised here by several dissatisfied buyers. I decided to take pre-emptive and pro-active measures by calling TracFone for definitive answers and more importantly, to determine what can be done to resolve the unpleasant experiences that some others have had.

I spent nearly two hours talking first with a CSR who informed me that according to a TracFone management memo she'd received, the transfer and conversion from standard phone to Android (e.g. - LG 840g to Galaxy Centura) "is at TracFone's discretion" when you have a large stockpile of minutes and airtime (e.g. - 4200 minutes; airtime expiration: 03/31/2015). I politely told her that wasn't what we were told by the TracFone representative who was at HSN last Saturday, answering questions in the online chat that accompanied the TS demo. I told her that if what he said was incorrect and TracFone wasn't going to honor the terms of the sale, then they'd better brace for an onslaught of negative publicity and a potential class action lawsuit.

Making no progress with her, I asked to be transferred to the Executive Resolution Department (ERD). Instead, my call was routed to Technical Support, where I went through the whole monologue again. After another half hour, the Tech Rep admitted that he wasn't equipped to address this issue, so again I asked for transfer to ERD.

Ultimately, after more than an hour, my call finally (FINALLY!) reached its original destination - a wonderful woman in ERD, Darlene, who answered all my questions, addressed the concerns that have been raised on this Forum and offered suggestions on resolving problems that some have already experienced. Below, I've summarized what she said.

1. ALL existing minutes and airtime will transfer and convert from your current phone to the new Galaxy, with NO LOSS whatsoever. If a CSR doesn't understand that or refuses do it, ask for a supervisor. My ERD Rep said it was a mistake to deduct or omit minutes or make a customer choose between existing totals and the new 600 minute bonus when going from the existing phone to the new one. If you've lost time/minutes, ask for the ERD. Totals can be restored because the balances are in your file.

2. Whether you have 40, 400 or 4,000 minutes in your account, the transfer-conversion can be done online through prompts that will walk you through the process. It's a misconception that large balances of airtime and minutes can't be done online and must be handled by CSRs. If there's a problem, you can always call for help. There's no fear of losing any or all of your balance; it can be restored by TracFone from your existing records.

3. This ERD Rep said that in this new Galaxy Centura rollout, TracFone expected some problems to arise.
TracFone's goal is to resolve complaints quickly and fairly, but that can be accomplished ONLY if you contact them directly. TracFone is aware that some people prefer to complain and post their gripes all across the Internet, rather than giving the company a chance to make it right. She said nothing's ever going to change with these malcontents because they're just chronic complainers. TracFone is urging customers to make them aware of problems they've encountered in the porting, transfer, conversion process. To do so, either complete the online form, engage in the online chat (available on the same website page as the complaint form) or call Executive Resolution Department (ERD) directly at 800-876-5753. She told me to urge anyone who experienced difficulties to contact TracFone and they'll try to rectify the problem(s).

As I stated at the outset, I'm still waiting for my phone to arrive, so that I can begin the process. I asked the ERD Rep to make a computer notation on my account regarding the full and complete transfer and conversion of my account balances, plus the addition of the 600 Bonus Minutes, Text and Data, to avoid any problems that may arise with a CSR who didn't get the message or fully comprehend what's involved in the process.

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ArleneHu
Posts: 14

RE: Samsung Galaxy Centura 738

Looks like we're all having different experiences, so I thought I'd add mine. I tried online activation today. Keriga, if they told you that you could transfer large numbers of minutes online, don't believe them. I had a little over 2500 and they only transferred 1100. I immediately called CS and the second one I talked to was great. She added my additional 1400 everything W/O any confusion about splitting 3 ways. She also added my addl 600 and 90 days. I now have 3100+ of each and an addl 90 days of service.

She also went further, though, and asked if the phone was working (I hadn't even tried it at that point). She had me call *22890 and the automated voice told me that they had successfully programmed my phone. The CSR then told me to call someone. She apparently knew what she was doing because it started dialing and immediately ended the call. She tried calling my cell phone several times W/O success, then had me do a factory reset (which, of course, deleted the apps I had downloaded yesterday). That still didn't work, so she told me they would do something else and to wait 2 hours and try the phone again. I gave it about an hour, then called my landline. A voice came on the line saying that to complete the activation I had to enter the last 4 digits of my cell phone no. Then the call went through just fine. I also called my cell phone from my landline and that call went through. As of now, I'm in business. Everything is working OK.

Just as a thought, I put a shortcut on my homescreen to Tracfone's Check Balance login screen. Don't know If I need to check my balances or if Tracfone notifies us periodically, but if I need it, it gets me there quickly.
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mooncat7
Posts: 32

RE: Samsung Galaxy Centura 738

Thank you so much, MsMickey, Keriga and Arlene (and everyone else) for posting your experiences. Every bit helps. Keriga, you are a saint, I honestly would not spend (don't actually have the time to spend) that much time on the phone with CS. After a couple of half-hour or so sessions without satisfaction, I'd be packing up my phone to go back. Each person's experience and questions definitively answered are a plus as far as CS eventually getting it right. Hopefully by Monday/Tuesday CS will all be doing things the same. I'm trying to get the same answers through FB but so far they have only answered some of my questions, not all, so I asked again ;-).

Thanks again, all, for sharing. My cases came today :-)
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KERIGA
Posts: 411

RE: Samsung Galaxy Centura 738


Wireless Emporium is fantastic, mooncat7. The accessories arrived on Thursday, a full day before the Samsung Galaxy. Extensive selection, reasonable prices and fast delivery. I love that mini-stylus; especially how it plugs into the audio jack for safekeeping. Despite the tiny rubberized tip, it's still too large for the keyboard. I'll have to DL that app I saw that resizes fonts to 300%.

As for dealing with TracFone, I was multi-tasking two other projects during the time I spent talking to them. I'm more than happy to share the info that I've gleaned. If it saves even one other person some aggravation and frustration, then it's worth it.

Here's an update from my personal perspective now that I've received my phone and charged it.

ACTIVATION, PORTING, TRANSFER, CONVERSION, ADDING BONUS (APTCAB) - Existing TracFone Customers
First of all, arinta was aware of two methods, but asked what was the third method? In addition to online and live by phone w/CSRs, there's an automated phone system that prompts you through the process. Previously I'd never tried anything other than live CSR-interaction, but late (11:05 PM) Friday night, I tried the automated phone system and it crashed midway. I called back, got a CSR who told me the system had begun my APTCAB, but because of a system error, it could take 2-3 business days for it to finish. The automated system said the same thing, but advised that during that time, my former LG 840g TracFone would remain active and I could use it. Not true! About 30-seconds after the process began, the old LG 840g was dead and the new Samsung was reading "Activation In Process." Totally unacceptable. Fortunately, within 5-minutes, while the CSR was trying to find out what was wrong with the system, the Samsung started beeping and flashing. When she returned, she told me to try the code *22890 that so many of you had graciously provided earlier. It didn't work. She said try again in an hour, but the phone beeped and flashed again immediately and it said "Activated." The code worked and the test call worked. Everything was fine.

She investigated to verify that my existing phone number had been ported properly. Check! My MINUTES and SERVICE END DATE transferred. Check! She said that it might take awhile for the conversion to TEXT and DATA, but it was all there properly within seconds. Check! Then I asked the CSR about adding the BONUS 600 + 90 DAYS. Initially, she misunderstood (as so many of you have reported based on your unpleasant earlier interactions), saying she thought it meant 200/200/200. I told her that was incorrect; it should be 600/600/600 plus 90 DAYS and I asked her to please read the notation that the Executive Resolutions Department (ERD) Rep had put on my file on Friday afternoon. The CSR apologized and asked for the Activation Code/Airtime PIN. You'll find this on your HSN invoice directly below the Tracking # (near the upper right corner of the page. Within one minute, I had my additional 600 VOICE, 600 TEXTS, 600 DATA and 90 SERVICE DAYS added to my previously transferred and converted balance. Check! Check! Check! Done and done!


*I used Bluetooth to transfer all my photos and video, as well as nearly 200 LG 840g CONTACTS (known as PEOPLE in the Samsung). G-MAIL set up instantly.

*I'm encountering difficulties with the Bluetooth transfer of YAHOO Mail, CALENDAR, NOTES, and RINGTONES, but I'll deal with that tomorrow. I can't understand why such a large file as CONTACTS transferred so easily, but the relatively smaller ones didn't. If I have to purchase my two ringtones again, there'll be a delay. It's easier to do this on the website, where unfortunately, there's a message indicating a problem.

*Here's a discovery: almost everything on your other GOOGLE accounts (e.g. - Android tablet) suddenly appears on the phone. That includes books, magazines, music, games, movies - virtually every app you've already DL-ed to another device. I've got to clear out the things I don't want/need on the phone, too.

*Browser: I've tried Chrome and it's somewhat slow, still but faster than IE.

*Very good audio and video quality on websites.

*I haven't tried the camera or video recorder yet. I'll try these outdoors this weekend.

*I haven't set up voice-mail, but that's easy and shouldn't take more than :30-1:00.

*I haven't attempted to activate the $25 GOOGLE PLAY credit. It would be great to hear from anyone who has. Did you encounter any difficulties accessing the website with the code from the scratch-off card?



I'll spend the next few days playing with this device and giving it a good test run. Is it perfect? No. Is it the same as an iPhone? No, but I wouldn't use an iPhone if I received one as a gift. Android's a more popular system. Is it better than the LG 800g (that I detested) and the LG 840g (that I adored)? Yes. YES!! YES!!! IMO - This Galaxy's a keeper because it's functional and economical. Whether it works as well for you is a decision that only you can make.

Obviously, the ease or complexity of the APTCAB process depends on your individual set of circumstances (e.g. - existing balances) and the proficiency of the CSR involved. If you have lots of time and minutes, let them do it for you. TracFone needs to get all CSRs up to speed and on the same page or risk raising the ire of customers who are justifiably angry that they're not getting the deal that was promised.

What I've related is purely anecdotal based on my personal experiences as a long-term TracFone customer who started this process with a boatload of minutes (4,200+) and airtime (expiration: March 2015). This isn't a one-size-fits-all situation. Unfortunately, there's no universal solution that applies to everyone, but I hope that helps some of you with similar circumstances.

Let's continue posting what we've learned because it's so beneficial. I thank you for the knowledge you've generously shared, especially that code (*22890), that was so helpful to me in getting started with this phone.

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taurus2313
Posts: 5

RE: Samsung Galaxy Centura 738

I am so glad to hear that some of you have had good luck so far with this phone but for me that is not the case..](*,) I ordered 2 of these Samsung Galaxy Centura phones and finally received them yesterday on Friday 27th. Since my husband only had 380 minutes on his account I decided to do his transfer first. Well, I did it online and I even printed out the transaction summary showing that the new phone would have 380 minutes of talk time, 380 minutes of text messaging and 380 minutes of Data. I followed the instructions to a "T" and did the activation of *22890 as directed but wasnt able to successfully make a test call because the phone was telling me that there were no fund on the phone to make the call! What, I have a printed out transaction summary showing that I had 380 minutes available. So placed a call to TF CS..After 2 1/2 hours up until 11:30PM I was trying to get this mess straightened out. I finally was able to make a call out but after getting off the phone with the TF rep I checked to see the balance on the account and he only had 376 minutes in the talk bank. O minutes were transferred to Text and 0 minutes were transferred to Data. I have been on the phone with CS for another hour today and they still cannot get this corrected! The trac rep in Central America said that my minutes would NOT transfer into 3 banks and the only way to do that is to add a card. Hello, I am not adding any cards to this phone until I get the minutes I was promised in each bank! This is a TOTAL NIGHTMARE!! As of now, I only have 376 minutes (4 of which dont know how got used, only placed a test call which was not answered or picked up) and I have NO data minutes and NO text messaging minutes.I am so upset..I will not transfer my 2700+ minutes from my LG84G onto my Samsung Centura until I know that I can get the hubby's phone working properly. I may end up sending them both back!! 15 years as a loyal Tracfone customer and NEVER had any issues like this!! And to make matters worse, No tracfone rep can help with this problem.. Have spoken to 4 different reps and the issue is still not resolved.. I am in Tracfone Hell! =(
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msmickey
Posts: 11

RE: Samsung Galaxy Centura 738


*I haven't attempted to activate the $25 GOOGLE PLAY credit. It would be great to hear from anyone who has. Did you encounter any difficulties accessing the website with the code from the scratch-off card?



I was able to activate the $25 Google Play credit but have not actually used it.

Word of caution: There is a plastic strip that covers the code on the back of the Google Play card, it is not a scratch off. I had a bit of a difficult time negotiating the strip off the card and almost ripped the code underneath it.

Taurus-I am so sorry for your Tracfone pain! It is unbelievable how some people have an easy go of the transfer and folks like yourself are made to jump through hoops to get their minutes transferred and then properly distributed. Keriga The Intrepid Tracfone Conquerer, who has been so helpful to many in dealing with the Tracfone situation, and pajeff both had success in contacting Executive Resolution Department (ERD) at Tracfone. Read over their posts and perhaps it will help.

BTW, I am getting another one of these phones for my son and I bet my activation/transfer situation will be identical to yours, LOL!!!! Good luck.
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taurus2313
Posts: 5

RE: Samsung Galaxy Centura 738

Thanks msmickey! It sucks and to make things even more complicated, I am not able at all to send out any texts as it says there are no funds available..So it looks like I am stuck with a crippled phone for the duration of the weekend until I can call EX Resolutions and hopefully get this mess straightened out. I want to wake up from this nightmare and I refuse to waste any more time calling the regular CS who evidently has no training about how this phone is supposed to work or its features. [-( UGH, I digress!
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