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Worst Customer Service Story
February 9, 2013
8:11 pm
JamesLiu
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Two weeks ago, I bought a new Google Nexus 4 cellphone for my wife as a gift for Chinese new year. As she rarely receive or make a call, so we decided to use a pre-paied phone plan.

One of my friend recommended me 7-11 speakout pre-paied plan, so I went to a 7-11 store, purchased a SIM card and 25 dollars voucher on 07-Feb-2013.

At night, I activated the SIM card, and I got a phone number with “###-###-9143”. But the last 4 digits in Chinese culture, the number is very bad luck. So I called Speakout customer service first time, and I was told either I will buy a new SIM card or they will charge me for 10 dollars to change the number. For some reason, the customer service representative asked my voucher number, at that time I did not know why. Later on I realized he linked my voucher to that SIM card.

Then I tried to cut the SIM card myself to micro card to fit my Nexus cell phone, but after I cut and installed it, it did not work, phone said “No SIM card”. So on 08-Feb-2013, I called Speakout customer services second time, asking for help. I was told their SIM card never has issues, it must be my fault, I have to buy a new SIM card.

So in the evening, I bought ANOTHER new SIM card, and cut it using some template, this time the card is working with my phone. I activated the SIM card online, the system provide me a new phone number (###-###-6117) which I like, but I could not put my 25 dollars voucher, then I realized the other customer service representative must linked my voucher to my old SIM card the other day. So I called Speakout customer service the third time, asking them to transfer my 25 dollars voucher to my new SIM Card which it is linked with my new phone number. 20 minutes later, he told me it is done, and the phone should be ok next day at 11:00am.

On 09-Feb-2013, in the morning, which is the day before Chinese new year, I gave the phone to my wife, she made a call to my cellphone, “###-###-9143” showed in my phone. I was shocked and embarrassed. I could not describe that horrible moment in word.

I called Speakout customer service the forth time, asking for explanation and correction. I was told either I wait for three days, and they will call me back with a explanation, or I have to pay 10 dollars to change the phone number again. I tried to explain to him I bought two SIM card, my new SIM card is linked with new number ( ###-###-6117), and the old one(was damaged, and never used) is linked to old number (###-###-9143). Right now in my phone is my new SIM Card, but display old phone number. But he insisted if I want another phone number right away, I have to pay right away.

I felt hopeless, as I could not stand for that “Stupid” number any second, I paid 10 dollars more to change my number again.

Now now it is almost 11:00pm on Chinese new year eve, everyone is dancing in the party. But I do not have any mood and I am sitting here to write this post.

Hope this post will help someone in the future...

February 9, 2013
8:43 pm
bridonca
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Yeah, Speakout does not do well with number swaps. It is a Rogers thing. But what they are decent with is porting in a number. Probably the easiest way is to get a number for a VOIP provider like http://callwithus.com. It will cost you about $10. The good part about http://callwithus.com/ is that you can pick the number you desire.

Once you own a http://callwithus.com/ number, you can get Speakout to port that number for free.

You can get a SIM card from another carrier, and get a number from them, Telus and Bell tend to give you a choice of numbers. I tend to prefer http://callwithus.com/ though because they allow you to check out numbers before you commit to any money.

February 9, 2013
11:11 pm
chimpanzee
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sounds like they are doing the right thing but didn't communicate properly. they are just transferring your old number + the balance to you new sim, under the assumption the old sim is bad(on your request).

I don't think they can even transfer just the balance to the new number.

and now the new sim is good, you can do what is suggested, get a new number from whatever source and port that number over to this account.

February 10, 2013
8:21 am
JamesLiu
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chimpanzee said:

sounds like they are doing the right thing but didn't communicate properly.


Are you kidding me? I already brought a new SIM card with new number based on their instructions, why they can not transfer the voucher from my old broke SIM card to my new card which linked new number? Especially the old one number and SIM card were never used.

To be honest, lost 10 dollars is not big deal, it is their attitude which bothered me most. I had several conversions with their customer service in the last couple of days, I can tell I am not the only un-happy customer. I fell sad to 7-11, although they have some good products, but their customer service will scare people away.

So far, this is the worst customer service I ever experienced.

February 10, 2013
8:28 am
JamesLiu
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bridonca said:

Yeah, Speakout does not do well with number swaps. It is a Rogers thing. But what they are decent with is porting in a number. Probably the easiest way is to get a number for a VOIP provider like http://callwithus.com. It will cost you about $10. The good part about http://callwithus.com/ is that you can pick the number you desire.

Once you own a http://callwithus.com/ number, you can get Speakout to port that number for free.

You can get a SIM card from another carrier, and get a number from them, Telus and Bell tend to give you a choice of numbers. I tend to prefer http://callwithus.com/ though because they allow you to check out numbers before you commit to any money.


Thanks for your suggestion. I already brought a new SIM card with new number which I like, but when I asked their customer services to transfer the voucher from my old SIM card to my new SIM Card, they transferred my old phone number to my new SIM card as well, and throw out my new number.

When I asked them why they did it, they told me they can do nothing but charging me 10 dollars again if I want to change my old number. This sound ridiculous, but indeed happened in real life.

February 10, 2013
9:20 am
chimpanzee
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JamesLiu said:

chimpanzee said:

sounds like they are doing the right thing but didn't communicate properly.


Are you kidding me? I already brought a new SIM card with new number based on their instructions, why they can not transfer the voucher from my old broke SIM card to my new card which linked new number? Especially the old one number and SIM card were never used.

To be honest, lost 10 dollars is not big deal, it is their attitude which bothered me most. I had several conversions with their customer service in the last couple of days, I can tell I am not the only un-happy customer. I fell sad to 7-11, although they have some good products, but their customer service will scare people away.

So far, this is the worst customer service I ever experienced.


That seems to be how their system is designed, unfortunately.

Have to remember that this is a low cost no frill service so if you work within their perimeter, you are fine. Anything that is a curve ball which in this case is, it can be frustrating.

I am pretty happy with their service and know how to get what i want.

February 10, 2013
1:53 pm
JamesLiu
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I could not believe they designed their system in this unfair way, I still believe it is a human error. As a customer, I do not think anyone should be treated this way.

I understand low cost means less services, but it does not give them the right treating their customer UNFAIR, and it does not mean they can have poor customer service.

Again, I choose Pre-paid phone plan because of usage, and I choose 7-11 because of its certain products. But I did not expect they will treat their customer FAIR or UNFAIR based on which plan they choose.

February 10, 2013
5:17 pm
chimpanzee
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as explained, it is not really unfair given the intend and assumption(that your old sim was bad).

1. it is your responsibility to get a new SIM at your cost and this one you get a new number
2. they can transfer(and did) your old number + balance to this new SIM and they didn't charge you

I don't see it to be unfair. However, what you really want is this:

1. I hate the old number but unfortunately already has balance in it and also break the SIM(not good for N4)
2. I get a new SIM and a new number which I like(and the sim is good cut)
3. just transfer my balance in (1) to (2)

They cannot because the system is not designed that way. Or else it would make life much easier for everyone . I can just sell my outstanding balance to another SO user using the same routine.

It is a limitation or the way they operate but a fair game to me when we are talking about 10 bucks. You pay the same price to get any new SIM for the big 3(unless you know the trick and get one from apple store)

February 10, 2013
8:19 pm
fefrie
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You haven't lost any money.

Any money you lost was because you cut the sim improperly and broke it and had to buy a new sim card to replace the one you broke.

Find a number with any other carrier, POTS or voip or DID wherever.

Porting in is free.

Problem solved.

February 11, 2013
6:40 am
JamesLiu
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fefrie said:

You haven't lost any money.

Any money you lost was because you cut the sim improperly and broke it and had to buy a new sim card to replace the one you broke.

Find a number with any other carrier, POTS or voip or DID wherever.

Porting in is free.

Problem solved.


Because the old SIM card is damaged, so I already brought a new SIM card, and activated a new phone number. Because SO transfered old phone number to my new SIM card, then I asked them to make the change, they charged me again 10 dollars.

February 11, 2013
6:51 am
JamesLiu
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chimpanzee said:

as explained, it is not really unfair given the intend and assumption(that your old sim was bad).

1. it is your responsibility to get a new SIM at your cost and this one you get a new number
2. they can transfer(and did) your old number + balance to this new SIM and they didn't charge you

I don't see it to be unfair. However, what you really want is this:

1. I hate the old number but unfortunately already has balance in it and also break the SIM(not good for N4)
2. I get a new SIM and a new number which I like(and the sim is good cut)
3. just transfer my balance in (1) to (2)

They cannot because the system is not designed that way. Or else it would make life much easier for everyone . I can just sell my outstanding balance to another SO user using the same routine.

It is a limitation or the way they operate but a fair game to me when we are talking about 10 bucks. You pay the same price to get any new SIM for the big 3(unless you know the trick and get one from apple store)


Chimpanzee, Thanks for your information.

When I first called SO customer service, he asked my voucher number, I did not know he linked that voucher to my old SIM card. I actually knew it when I tried to link that voucher to my new SIM card. I did not link the voucher myself. And no one even mention the risk to me at all. You actually the one who takes time to explain to me. Thanks.

This is what I called bad customer service experience. It is not about money, 10 dollars will not make me richer or poor, but what just happened is enough making me an unhappy customer.

February 11, 2013
8:46 am
chimpanzee
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yup, that is what i meant not communicated properly to you about it. But given the pay of typical CS, not suprising.

Now that your sim is good, just find a good number(as suggest by other poster) from other source and port it in. problem would be solved, though a bit frustrating during lunar new year. Well, you are not getting 9413.

February 11, 2013
9:57 am
JamesLiu
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Thanks again, Chimpanzee.

I already paid them 10 dollars to change to another number (I can accept it) as I need to give the phone to my wife before Chinese new year. This is what I mean lost 10 dollars.

Anyway, 7-11 should pay you as their CS. Thanks for taking time answer my questions.

February 11, 2013
2:20 pm
JamesLiu
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Five minutes ago, some one from Speakout customer services called me, and offered me 5 dollars. It looks like they did me a big favor. I am not happy about the way they treat customer, but I totally gave up. Hopefully I will never need to deal with them again.

February 11, 2013
3:08 pm
chimpanzee
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you don't need to in general

that nice thing about prepaid is you have control and limit the exposure so even if there is accounting error, it should not be a big issue like those commited post paid service.

I gave my mom a smart phone to use on her regular voice only plan and for some reason it has the per used data turned on without her knowledge(and unfortunately the phone also picked up the APN). Ends up costing me 300 bucks for 3 month of uknown usage(android background or whatever).

the best i can get is to have it halfed but only as credit, not out right refund.

February 11, 2013
5:34 pm
fefrie
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JamesLiu said:

fefrie said:

You haven't lost any money.

Any money you lost was because you cut the sim improperly and broke it and had to buy a new sim card to replace the one you broke.

Find a number with any other carrier, POTS or voip or DID wherever.

Porting in is free.

Problem solved.


Because the old SIM card is damaged, so I already brought a new SIM card, and activated a new phone number. Because SO transfered old phone number to my new SIM card, then I asked them to make the change, they charged me again 10 dollars.


Sorry no, you made the mistake of activating the new card BEFORE you called CS to get the credit transferred.

But having activated the card already with the bad number and the credit, you were already stuck with paying for a new number. So you were going to pay $20 total anyways. If you don't want to pay for a new number, then port it in from somewhere else., then your total damage is only $10. Asking SO to do everything is like going to the dealership to get an oil change for your car.

CS reps aren't paid enough to be psychic on everything that you want. If you want to be clear about what you want. Don't go online and activate. Talk to a PERSON first.

Let this be a lesson for you in other aspects of life.

February 12, 2013
7:07 am
JamesLiu
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fefrie said:

Sorry no, you made the mistake of activating the new card BEFORE you called CS to get the credit transferred.

But having activated the card already with the bad number and the credit, you were already stuck with paying for a new number. So you were going to pay $20 total anyways. If you don't want to pay for a new number, then port it in from somewhere else., then your total damage is only $10. Asking SO to do everything is like going to the dealership to get an oil change for your car.

CS reps aren't paid enough to be psychic on everything that you want. If you want to be clear about what you want. Don't go online and activate. Talk to a PERSON first.

Let this be a lesson for you in other aspects of life.


Thanks for your information first. It is interesting this is the second time I heard people complain about Customer services salary. I am not sure if I understand this correctly:

1. CS providing poor services to SO customers is because SO does not pay them well. So they passed their anger to SO customers.
2. SO does not want to invest money on their CS, so lack of training or qualified people are the cause of poor customer services.

Anyway, if you used SO for a ling time, you know those tricks and work around, so in that case, you do not need their CS. But as a new customer, without help from their CS, SO service will be the most difficult to use even they have certain very good products.

I already spent too much time on this issue, it is not worthy the money and time. The only reason I did this is to help other new users, give them a warning before they choose 7-11 products.

February 12, 2013
11:45 am
chimpanzee
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no they don't pass anger, just not the people who can handle curve balls(you don't hire people at triple digit hourly rate for CS)

March 19, 2013
3:15 pm
CJ
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March 19, 2013
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I have had speak out for a year now. And the online site gave me the expiration of March, 23, 2013. So yesterday March 18,2013 I thought Id check the balance ( as its my kids phone) and it shows its expired. So I phoned customer service and she was extremely rude about it. I want to know why they said it expired the 13th when Online it showed the 23rd. I have over 100.00 worth of talking minutes. They said my kids would have got a phone call or text, but nothing. Im not sure what to do next, but I feel they cheated me out of 100.00 worth of talking time for my kids. They only use this phone as an emergency. I just want them to explain why the two different dates??