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Terrible stupid customer service
December 26, 2012
11:33 am
andreww
Toronto
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So I got my son an iPhone 4 for Christmas. He's been on Speakout for over a year with the 100 minute/unlimited texting bundle, so today I simply wanted to add the UMB feature to his account. Unfortunately customer service informs me that because his bundle was renewed three days ago, and because he's used 1 minute of airtime, the only way they could add data would be for me to forfeit the $20 bundle that was just activated and repay for the same feature + data. How frigging stupid is that?? Now he has to wait until January 21st before he can use data. I am not happy at all, and neither is he. What kind of Mickey Mouse outfit is this???

December 26, 2012
11:40 am
iamdrumming
Niagara Falls
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I would try and get this elevated to a supervisor/manager. I don't see why they just can't add the UMB. I'm sure lots of people sign up with UMB halfway through their plan.

December 26, 2012
11:54 am
WetCoastGuy
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Try going online and just pick the add on UMB option for $10 a month.

CS probably thinks you want to upgrade to another Value Plan.

December 26, 2012
12:31 pm
iamdrumming
Niagara Falls
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That's good advice. It's worth a shot.

December 26, 2012
6:09 pm
andreww
Toronto
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WetCoastGuy said:

Try going online and just pick the add on UMB option for $10 a month.

CS probably thinks you want to upgrade to another Value Plan.


Tried it and get this message....

Hold on, you already have an active value plan. If you would still like to activate this add-on, please deactivate your active value plan first, then you’re good to go.

December 26, 2012
6:22 pm
chimpanzee
vancouver
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their system is designed to align one billing date apparently. the only thing you can do is try to have their manager to credit you back the cancelled plan money. Even that is very iffy and I would not hold a high hope.

Just wait till the end of the cycle and cancel it then re-enable.

December 27, 2012
4:13 am
andreww
Toronto
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I still dont see why I need to cancel what I already have? Certainly the could simply add the data and post date it to three days ago. I don't mind losing 3 or 4 days of data, but to be forced to simply trash 27 days of voice and texting is just unacceptable.

December 27, 2012
10:08 am
chimpanzee
vancouver
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computer system. you can put lots of money to design a very flexible system or you can put very little money to design a very rigid system. The same old 80/20 rules.

December 28, 2012
1:10 am
fefrie
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As one of the lowest cost providers of cell phone service with the lowest price for UMB that people can and do hack to circumvent the TOS to make their phones functional, but in the meantime keeping the amount of UNLIMITED use to under 2gb thereby getting a 'data' plan for $10 instead of what other companies bundle in a package for $56, I don't expect them to put a lot of money into computer systems or customer service.

Keep it cheap.

People will be replused by the customer service, but they'll stay for the price.

SO is like Canadian Tire, you have to expect a certain level of minimum customer service before you enter.

December 28, 2012
7:13 am
andreww
Toronto
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I understand that their systems may be antiquated and unable to handle the request, but I have seen them credit accounts before, so why couldn't they simply activate what I want and credit me back 20 dollars or a porton of that at the very least?

January 3, 2013
1:05 pm
andreww
Toronto
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By the way, when I asked to speak with a manager I was told that one would contact me within 48 hours. That was over a week ago.

January 3, 2013
1:13 pm
chimpanzee
vancouver
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why i said not holding high hope

January 4, 2013
3:11 pm
bstreet71
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If you guys want premium customer service you should go with one of the big buck providers like Bhell, Smelus or Robbers. Then you'll be able to pay 5X as much and get even worse customer service but you'll feel better because you're getting a "premium" service.

January 4, 2013
9:57 pm
fefrie
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bstreet71 said:

If you guys want premium customer service you should go with one of the big buck providers like Bhell, Smelus or Robbers. Then you'll be able to pay 5X as much and get even worse customer service but you'll feel better because you're getting a "premium" service.


Yup. SO is the *Canadian Tire* of cell phone service. You have to expect it to be terrible. Anything more is just a bonus. Of which at SO is usually pretty good.

January 7, 2013
6:11 am
andreww
Toronto
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Hey, poor customer service does not have to go hand in hand with low pricing. I can understand if they couldn't do anything to rectify my issue, that is just an inferior system. But to not call a customer back as promised is simply inexcusable.

January 7, 2013
1:01 pm
fefrie
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Customer service is a right now experience.

If you can't get the result you want, call back later when the manager is said to be in.

January 7, 2013
2:10 pm
chimpanzee
vancouver
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why bother ? If I need to chase down someone, that is no longer customer service unless it means 'customer service the company'

January 20, 2013
8:49 am
andreww
Toronto
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So today is the 20th, the day before my son's phone automatically renews his service. So I want to cancel the voice/text plan and add the voice/text/data, but guess what. Website is down. No problem, I called 611 to do it over the phone, but their system is down as well.

What a joke.

January 20, 2013
10:01 am
TinHatter
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andreww said:

So today is the 20th … Website is down … I called 611 …


They had previously displayed "Customer notice: The SpeakOut website will undergo some maintenance between Saturday, January 19th 6:30pm to Sunday, January 20th 10:00am PST.

Need immediate help? Call 1-866-310-1023 or check back later."

___
Footnote: the website returned on schedule.