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Great Service From Speak Out - Stolen Phone
July 31, 2009
12:13 pm
Rover
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I'm not sure if this is the correct forum for this topic, but I wanted to share my stolen phone support experience. I was just a few days away from my 365 day expiry of air time minutes and checked my balance - I had close to $90.00 left. I bought a $25.00 top up and made a calendar note to action this within 4 days.

I use my phone rarely, mostly for emergencies and things like being caught in traffic and running late or calling for directions, etc. It was missing over the weekend before I realized it was gone.

Speak Out customer service immediately locked the phone and froze my airtime account as soon as I reached them; they were very sympathetic, acted quickly and advised me that they would transfer the remaining balance to my new phone when I activated it.

The thief racked up about $60 worth of calls, but I was able to claim the balance for my new phone and Speak Out extended my due date by a month. I still have my $25.00 top up and will add it on appropriate date in 30 days.

While it's often easy to complain and feel picky about phone plans and service, I felt I had to let The Community know how supportive and terrific the customer service people were when I needed them. If it had been Fido, my former cell phone provider, I'd probably still be on hold- waiting for the next available representative.

I bought the Nokia 2760 and it's great!

Rover

July 31, 2009
5:09 pm
iamdrumming
Niagara Falls
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Great first post Rover!

Thanks for the comments about the good customer service you received. Good service goes a long way.

July 31, 2009
5:14 pm
bylo
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That's good news indeed, both that you were able to salvage some of your airtime and that SO was so cooperative in mitigating the damage. Thanks for sharing.

When you say, "they would transfer the remaining balance to my new phone when I activated it" I presume that you now have to buy a new phone/SIM. Do you have the option of buying an unlocked GSM phone of your choice and then asking SO to send you a new SIM? Either way, will SO assign your old phone number to your new phone/SIM?

P.S. You might want to wait until August (i.e. tomorrow) to see if SO's annual back-to-school, "buy $100 airtime and get a free phone" promo returns this year.

August 3, 2009
2:27 am
gooma
Vancouver
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Great service! Recently my mom found a Fido phone on the street. It was either broken or the battery ran out, I couldn't turn it on. I called Fido and tried to return it to a Fido store, the sales there told me to just put it in their recycling box! I said with my eyes opened wide in disbelief that one of Fido's customers lost the phone, I didn't know who he/she is and has no way of contacting her, so I am turning it in to a Fido store. The girl still wouldn't take it. I still have the phone with me, going to try another Fido store but it's ridiculous! I want to help, but Fido doesn't.

September 10, 2009
3:43 pm
DMC
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I also had to call Nokia Customer Support and Speak Out when our van was stolen in 2008. I had only had about 45 cents left in airtime, but what concerned me was the fact that the phone didn't have the keylock/password protect on at the time to stop the thief from accessing my private family and friends' numbers. I was also not happy with the fact that whoever ended up with my phone would be able to buy airtime for it at some point, and feel they had gotten a "deal" because they'd never had to purchase the phone in the first place. (Actually, neither did we as it was a gift LOL, but still!). Both customer care representatives were amazing, and very sympathetic. They offered to lock the phone, and told me that if and when I was interested in purchasing another phone, if it was a Speak Out phone they would be happy to transfer all of my 4o cents over ๐Ÿ™‚

I did buy a Nokia 2760 phone a few months later, called the speak out folks and got that 40 cents, along with two passcodes so that only my husband and I can unlock the phone when it's turned on.

Definitely have to say it was one of the best scenarios I've had when it comes to customer service. There isn't a chance I would ever switch providers when I already receive amazing results with Nokia/Speak Out ๐Ÿ™‚

September 29, 2009
7:20 am
rrraven
Toronto
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Thanks for the glowing report! I was in a similar situation and got the same answer, with very pleasant and helpful cs rep. I didn't even ask about shutting it down and she offered to -- but since I only had a few $ left, I decided to keep it active in hopes someone will find the phone and call us to report it found. The balance hasn't gone down since it was lost, so so far nobody is using it for their own purposes. She said it would be no problem to transfer remaining funds to a new phone when I get one (if this one doesn't get reported by tonight).

November 11, 2009
7:02 pm
rrraven
Toronto
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UPDATE - NEW POLICY

Just to update the story, between when I posted the above and when I tried to actually execute it, Speakout changed their policy. For the most part it's even better now. If your phone is lost of stolen, Speakout will mail you a new SIM, no charge, with your existing phone number and balance transferred to that SIM. So if you have another GSM phone kicking around, you are good to go. Or, it's your chance to get an fancier unlocked GSM phone to put the SIM into.

The downside, though, is that while you don't have to buy a new speakout phone to get a replacement SIM to transfer your account onto, you have to wait for the postally mailed SIM to arrive, and it takes a few weeks.

November 11, 2009
8:22 pm
bylo
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Or, it's your chance to get an fancier unlocked GSM phone to put the SIM into.

I don't understand why that's a benefit. If you want a fancier unlocked phone you can just buy one and slip your existing SIM into it. You keep your phone number, you keep your balance and there's no needร‚ย "to wait for the postally mailed SIM to arrive [that] takes a few weeks."

Everything else about their policy sounds great. They might want to offer an express overnight shipping service for, say $25, to those who can't wait for snail mail.

November 12, 2009
2:00 am
PJ
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I just called to request to lock my phone because I lost it (or it's stolen?). I was asked when I last added minutes. I don't remember, so they asked me when did I activate the phone. I don't remember that neither... so my phone is still not locked, and now I have to go through my statement to see when did I last purchase airtime... :frown:

So, before you call in to report your lost phone, have those information ready.

November 12, 2009
4:13 am
Mike
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The new policy is good, save you from buying a new sim.

November 16, 2009
2:46 pm
MrsG
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Just an update to the post by rrraven. When you lose or break your phone, you can buy a new handset with a new SIM card. SpeakOut can activate the SIM on your number. If you activate it with a new number, SpeakOut will send a new SIM on your old number for free. If you just want the SIM card, it costs $25.

Also in response to PJ's comments about having to have all the info when trying to block a phone when it's lost or stolen. I am sure they are asking for all that information so that the person who "found" the phone doesn't start depleting your balance, changing the phone number etc... It's a pain but better to have a password on your account so that no one but you can make changes.

January 11, 2010
6:56 pm
Adele E.
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MrsG said:
Just an update to the post by rrraven. When you lose or break your phone, you can buy a new handset with a new SIM card. SpeakOut can activate the SIM on your number. If you activate it with a new number, SpeakOut will send a new SIM on your old number for free. If you just want the SIM card, it costs $25.


I somehow lost my phone just 3 days after buying it, and when I called to request a replacement SIM the customer support noted there is a $25 charge associated with that. So I declined. Then I came across this post, and consequently bought a new phone with a new SIM, which I would have done anyway so I can get my credit from the lost phone transferred to the new one).

Thanks to the info in this post, and most specifically to what MrsG provided, this is what I did: after I bought a new phone containing a new sim card, I activated it and got a new number.

Then I called the customer support to request a new SIM with the old number. At first the lady I spoke with was saying they could only transfer the credit and the old number to the new SIM, or if I wanted to get a replacement SIM with the old numbmer that would cost $25. But thanks to this info she checked with her supervisor if this was possible and then said they would be sending me a SIM with the old number free of charge. (Note: you'd need to provide your contact info for that).

So I will be able to use both cards in my new phone, and my sister told me she's got an older Rogers phone which I'll get from her so I will have two. yey!!

THANKS!!

January 11, 2010
7:02 pm
Adele E.
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Forgot to note: DITTO about the customer service.

EVERYONE I spoke to at the customer service was super nice and very helpful.

January 11, 2010
7:57 pm
iamdrumming
Niagara Falls
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Adele,

Thanks for posting your experience with SpeakOut's customer service. Good customer service, and a great attitude go a long way.

February 8, 2010
10:30 pm
locust
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February 8, 2010
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I was curious about how this would work too, thanks

February 22, 2010
7:52 am
a
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Not so great service, in my experience.

I just called in and asked for a replacement SIM for a lost phone. I told the operator that I had seen that this was possible according to information on this website. She told me that all the people who wrote about it were lying. I could not believe it. She went on to say that it was not their liability or fault that I lost my phone. She said that the company would lose money if it sent out free SIM cards for lost phones.

I should add that I was very polite and suggested that maybe she could check with someone else. She again started to say I had to pay and that in absolutely NO case, Speakout NEVER gives out free SIM cards.

While I appreciate that I can transfer the account to another SIM card (if I purchase one), I did not appreciate being treated like a liar.

February 22, 2010
12:08 pm
iamdrumming
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I'm not sure who you originally talked to, by sim cards are never free.

There is a $25 fee for a replacement sim card. This site does provide good information, but it is never the last word on SpeakOut Wireless in Canada. We are all just customers like yourself. Always check the official SpeakOut site FIRST. That's where you will get the official information.

This is a copy and paste from the official site:

"SIM Card Replacements
Your SpeakOut phone comes with an installed SIM card. A $25.00 fee will apply for SIM Card Replacements. This amount will be debited from your SpeakOut Wireless account. If your account does not have the required funds you will be required to top up your account before a replacement SIM card can be shipped to you."

February 22, 2010
3:22 pm
a
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rrraven, Mrs.G. and Adele E made posts in this forum that SpeakOut sent them FREE replacement SIM cards when their phones were lost/stolen. While I recognize this is not official information, it does indicate that SpeakOut has, on occasion, not followed its rules. Perhaps the woman I dealt with was sticking to the policy, but there was no need to refer to those people who said they were given free replacement SIMs as liars -- and suggesting that I too was lying.

September 17, 2010
9:09 am
mjbad2
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May 1, 2009
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Great Service From SPK CSR.
I forgot my Security 4 digit PIN since I moved to Telus and Fido.
Called them and tried few and got it. Also had other problems, SPAM etc...
Got the solved and also number changed without any charge.

Very Happy with today's experience.

November 4, 2010
8:39 pm
lslqssns
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Called customer service when my daughter was robbed of her 2 week old phone. She sounded optimistic and put in a request. The supervisor called me back and told me to either buy a phone or order a SIM card