|Unlimited talk + text! Free voicemail! Free long distance! Other pirks! Wonderful package of services for just $30 a month and same amount each month on the bill! After you've being paying hundreds of dollars to a mobile phone company, locked in contracts for years doesn't it look like a lovely deal! Right? Too good too be true isn't it? So where is the catch? Here it is. |
I have paid $146 to Mobilicity for the phone plus one month service plus tax, and Iwas thinkig I've gota great deal. The service started functioning right away and I was extremely happy.
The same day though in the evening I have experienced the first service interruption. I was trying to make a call to my lawyer and it was not going through. I was upset a bit, but hoping it was only a temporary problem or something due to the area where I was. The service indeed resumed soon and was working reasonably well for the first week, except that the bateries of the phone would not last me a day when fully charged. The batteries on my old Samsung phone would last me almost a week.
On the second week I was trying to make an important business call, while travelling for business to Missasauga. The call again was not going through. At first I though that it was a temporary issue again, or that the service would resume once I am back in Toronto arear, however it did not. This was one of my busiest days and I did not have time to call the company, so I used the payphone when I needed to, hoping that for sure I would still have service the next day.
The next day, on Wednesday, I have received two e-mails from my friend, saying that she needed to urgently reach me, but she could not. Then I realised that the phone was still not working, but I had an impotant conference to attend that day, so again I figured I would not be able to sit on the phone withthe mobile company to figure out why the phone was not working. I simply replyed to my fried asking her to call me at another number later on. The unpleasant feeling was that I did not even know how many more calls I have missed and how important they were. I normally use my cell phone number for all the important things.
On Thursday again the phone was not working all day, but I had things to do in the morning, three meetings one after another in the afternoon and a class in the evening thatI did not want to miss, so I was only able to call customer service later that day. I was put on hold and stayed there for almost an hour. No agent has ever replied.
I went to their website and filled out online customer service form, describing my problem. I have received an automated response, saying that they will get back to me within 24 hours. I have never received any other response.
I finally was able to talk to a tech supportagent from Mobilicityon Friday morning. She told me that my service was active and just needed to be reset. She has reset the service and the phone started working. I asked her whether it is likely that such interruptions can happen again. She said that it was surely possible. I asked her what I was supposed to do about that, and she said I was supposed to call them as soon as possible.
That day I was actually able to make two phone calls with my phone, but the third one was not going through once again! I called the company right away. They tryed to fix it, but could not figure out what was the source of the problem. I asked them if I could get a refund for the money I paid. They told me that this was the beauty of their service that I could cancell at any time! I asked how I cold get the refund. They gave me the address where I was supposed to bring my phone.
The next day I went to the address they gave me and asked for refund. The clerks at the store refused to give the refund, saying that I need to bring the phone back where I bought it. I asked them to confirm that with customer service, because they told me to bring the phone to this address. The clerk called customer service and stayed on the phone with them for half an hour while I was waiting. Then he told me that customer service has provided me with misleading information, and that he could not refund my phone!
I tried calling customer service myself. I was put on hold for half an hour again and nobody ever answered.
The same day I went back to the location, where I purchased the phone. The salesgirl said that she could refund me $100 plus tax for the phone, but not the $30 that I paid for the service. I was not in agreement with that, since one month service was not provided to me, but she said that their refundpolicystated that if I wanted to get back the refund for the service I was supposed to cancell within first 7 days.
Finally, I said that I still wanted her to refund at least the phone and I would call the company to arrange a refund for the service later on. Then she told me to bring back the phone some other time, since she did not have any paper in her machine and could not issue me a receipt for this refund. Then I told her that I have already waisted two days of my time trying to resolve my issues with them, and that I had no more time available in my schedule to keep bringing the phone again and again. I am a busy person and simply can not spend the rest of my life bringing the phone all around the city. I asked that she calls the manager or the headoffice or cusomer service to resolve it somehow. She called the manager and the manager told her to just sign it on one of the copies of the receipt that I had that the refund was issued to me, which she did. I asked her if the refund actually went through on my credit card and she replied that it did.
The next day I called the credit card and I asked if the refund actually went through. They told me that it did not. At that point I realised that it was useless to continue dealing with Mobilicity and that I will have to dispute the charge through my credit card, since the unlimited mobile service that was promised to me was not provided.