May 6, 2015
I'd like prospective customers to be aware that Speakout policies are very inflexible and that customer loyalty does not exist.
First of all, I 'll admit I made an error and that Speakout is adhering to their established policy.
I had hoped that by explaining my error that I could recover the roughly $50 in plan money I had lost.
I've been a customer from between 5 and 10 years, always updating my plan in May or June. Last year when I was given a new phone in April, I gave my old phone, and remaining plan dollars to my grandson and bought $100 plan and new simcard for the new phone...this time in April.
When I tried to upgrade my annual plan, in early May I was told my minutes had expired and I had nothing left. My plan had expired on April 22. We spoke with two customer service staff, one a representative and also her manager and both steadfastly declined to consider my request and suggested I just purchase more minutes.
The message given was the company would rather lose a loyal, long-term customer rather than help that customer after he made an honest mistake...by just a few days.
So yes, company policy is very clear and definitely adhered to but "customer service" in the sense of working with a customer to mutual advantage does not exist.
May 6, 2015
Since deciding I couldn't support a company that refused to engage with a long time customer to try to resolve a simple problem I've found many other options. To my surprise many carriers offer similar services; although all are different and bundle their service in different ways. Just do a search for "prepaid wireless" or something similar plus your state or province and many of the available options will appear. Then it's a matter of assessing each plan to see which one fits your needs the most.
I can't guarantee their customer service will be any better than that offered by Speakout but I'm willing to find out.
March 12, 2009
May 6, 2015
I don't think they're shooting themselves in the foot, I think this is their policy. I gave up but my wife, who incidentally is a customer service consultant, spoke with a manager who very politely told her they wouldn't make an exception in my case. My guess is they're near capacity and would rather grab the money than keep the customer. And if that isn't the case, I'm baffled. Most companies would bend over backwards to keep a long time customer, plus I was going to top up with $100 which they'll not see now. Strange.
October 29, 2015
I have the same experience with you recently. I just purchased $25 airtime on my old SIM card and my old SIM card has been lost. I bought a new SIM card and mistakenly to be actived. Then I could not transfer the new airtime to the new SIM card, which has just been actived. I called the customer service, however I got so frustrated for each call, the lady never had patience to explain why and always has bad attitude. I am a loyal customer for over 5 years too. Now I lost almost $17 remaining air time + $25 new air time + $10 new sim card !
May 6, 2015
I've since moved to a plan with MTS and what a difference. I've had a couple of glitches and both times MTS customer service resolved them immediately in my favor.
I still scratch my head at how Speakout operates. They are offering incentives to new customers but flush old customers down the toilet, like yesterday's supper. WTF???
January 18, 2009
And what are you paying per 365 days for the plan and service? Perhaps I can let my Manitoba brother and nieces in on a good deal?
On the Speakout topic related to my recent experience.... I don't think I can ask for too much time on the phone with customer service since I paid the $100 and my wife got a new great phone and also the $25 bonus.
I believe they are set up for DIY and people who look after their own stuff. although I have to say when I contacted them for assistance and questions they have always come through for me.