What are your problems with cricket? I have at&T and was thinking of switching to cricket for prepaid if its cheaper than my at&T plan when contracts expire. Is it worse than at&T? I've been disappointed in their LTE speeds so far.
Long story, but you asked. My wife recently went on a business trip to Jamaica for 5 days (so rough). I went in to my local Cricket store to see if we could get international calling added for a month to her cell plan so she could call/text back home to communicate with the kids (me too I guess!). The 4 staff people in the store had no clue about international plans, because I think the clientele coming into that store don't do a whole lot of international travel - they are more the prepaid type. After about 30 minutes of clicking around their website, they do a one-time international Jamaica add-on to her plan for $15. I leave the store, and within 5 minutes the guy I worked with is calling me and tells me he did more research and thinks the plan should have been added to my line and not hers, so I could call her. They credited her line (but left the international on it for some reason, he said it was easier just to leave it on), and charged me $20 to add it onto mine (why mine cost more I don't know). So we both had it on our lines...should have been covered.
So my wife agreed to text me when her plan lands in Jamaica, and we agree I will call her at 9 pm her first day there. Well, nothing. No texts, phone calls go right to VM. I get online with Cricket customer support and chat with someone, explaining the whole situation. He types that Cricket has no cell network in Jamaica, so there is no way to take your cell there and make phone calls. The international plan is only for a Cricket customer to call a Jamaican phone number. Makes sense, the store people screwed up, okay. I ask for the $20 to get refunded to my credit card, and he types the $15 credit was applied to my wife's line. I ask him if he sees the $20 charge to my line, and he types that I was already refunded. We do this twice and then he ends the chat session. I have never, ever in my life been "hung up on" by a customer service person, and I wasn't cussing or anything.
So I go back to the Cricket store the next day and tell all this to the original guy I dealt with. He feels horrible, and gets on a chat, just like I did.
Even Cricket store employees have to chat with customer service. When I noted this, he said "Yeah, and you just have to find one in a good mood. I often have to close out of 2-3 chat sessions to get a decent answer from one of them." He is also unsuccessful in getting a credit for my $20, and at this point I have mentally decided I'm done with Cricket and want to go back to Tmo before my next bill is due. I tell him I don't want a credit to my account but a refund on my credit card. He gets on his cell to call his boss (the store manager) and she says she has to create a ticket that get's bumped up to her regional manager.
To make this ridiculous story shorter, I had to check in with this guy via text messaging every day for the next 5 days, because a ticket was never created. He actually texted me that "Cricket has a no refund policy" and eventually he had me come in to the store so he could give me $20 out of their cash drawer. He was cool about it, but I have no doubt I would have not gotten the refund if I hadn't been persistent and spent about 4 hours of my time staying on the issue.
Here is the point. The store personnel sold me a service that couldn't do what they said it could, clearly admitted their fault, and couldn't get official approval for a refund. What if they made a bigger mistake, like double-billed my account one month? What the hell happens then? I get to chat with an angry customer service rep again? No thanks. I have activated phones with Tmo twice now, and it has been a wonderful in-store customer service experience for me. When I was with Tmo the first time I also had an issue and had to call in one night from home, and it was a great experience.
Oh, and a side note but one worth noting. At least here in Cincinnati, on Cricket you need to dial the 1-513 (area code) before you call any land line. I have not been able to find a way to make the stock dialer app do that, so I have to edit my frequently called numbers (by changing it to 1-513) so it dials the area code. Major PIA. Tmo does not require you to do this.