Cricket’s chat hours are Mon-Saturday 9am - 11pm ET and Sunday 10am - 11pm ET. But so many times I go to chat within this time frame and am given this generic message:
The hours are:
Monday - Saturday: 9:00am - 11:00pm EST
Sunday: 10:00am - 11:00pm EST
Please come back during these hours to speak with a live agent.
This has been happening for months and has happened to me probably a dozen times, so it’s not just a fluke, their hours are just not correct. They are not available to provide customer service during these times.
I spoke with a rep about this and they basically said I was lying because they are open until 11pm ET every night and that if I was right it will never happen again, so basically they’re going to do nothing, but lo and behold I tried chatting at 9pm ET and received the message telling me to come back when they are open.
This is absolutely ridiculous because I need to chat in order to add more hotspot data because it’s like impossible to do it yourself, and my job relies on using my hotspot, so when this happens it royally f**** me until they decide to be open again and I can get ahold of somebody.
So Cricket - Update your hours to accurately reflect when you are ACTUALLY available to help your customers and train your representatives to stop lying about the hours.
P.s. You suck when it comes to customer service.
Thanks for your post. We’re sorry to hear about your experience when looking to get assistance via our Click to Chat function before 11:00 pm EST. We will go ahead and pass this feedback along so that it can be looked into further.