TracFone - For three days I attempted to contact TracFone's customer service. Each time I made my menu selection, the recording started again from the beginning

TracFone - For three days I attempted to contact TracFone's customer service. Each time I made my menu selection, the recording started again from the beginning

TracFone

For three days I attempted to contact TracFone's customer service. Each time I made my menu selection, the recording started again from the beginning. In frustration, I repeatedly pressed my selection number, and finally heard a live voice. I advised the 'customer service' rep (Soledad) that my phone would not work in the area to which I had just moved, and was advised that I'd have to send my phone to the warehouse in Miami - at my expense - and obtain one that would work in the Orlando area. During the hour that it took to obtain a case number for the shipment, I learned that there was no one else I could speak to, no supervisor was available, the rep didn't know of any other number I could call or the name of anyone in the company that I might contact, nor did she have an address for the corporate headquarters. Her English skills seemed limited, and communication was frustrating. During this process, my minutes - 177 of them - had to be wiped out, but I was assured that they would be reinstated upon reactivation since they had all the information needed to accomplish this. My reconditioned phone arrived and it, too, would not work in this area. Once again I spent an hour with customer service (Betty) and went through the same routine. I was placed on hold repeatedly, was told that the supervisor would be on line soon - he never showed - and, finally, was advised that she couldn't help me at this time because of equipment trouble. I would have to call back. BTW, I learned that 'customer service' is located in Monterrey, Mexico. The upshot of all this is that I've lost over two months of service, all my minutes are gone and I am not optimistic about the reinstatement, I have no assurance that the next phone will work here, and I am presently having to psych myself up for my next experience with 'customer service.' I'm still trying to find a phone number or address for TracFone's corporate headquarters. Even if it should happen that all this is satisfactorily resolved in time, it has not been worth the frustration and bother (I wish there were space enough here to provide a transcript of my experiences with 'customer service' - think Tower of Babel with only two people.) I consider Tracfone to be the AOL of cellular phones, and this, my first experience with them, will assuredly be my last. I will provide a follow-up to this when the smoke finally clears.

DON Y.

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