Cricket needs to improve customer service by offering executive customer relations and/or online access to corporate executives. The current customer service is a black and tackle structure to keep customers away from solving real issues. The offshoring doesnt help customers make Cricket a better company.
Customer Service: The customer service number support (611) needs to be revised to support customers with better answers. The offshoring of this support to the Philippines and Latin America doesn’t help customers. The poor representatives on the phone have no access to proper resources to resolve customer issues.
Executive Customer Relations: There seems to be no executive customer relations or method to reach the corporate office with suggestions. I'm totally surprised AT&T, a company known for excellent customer service allows this to occur.
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Hey AT&T/Cricket Wireless, That's NOT a good reply! You just proved what the customer was complaining about! He is so correct! Your foreign speaking CSR's provide only "basic" answers and solutions to issues and inquiries.
The support team is unable to answer my questions. My next step is to file a formal complant with FCC to see how we can resolve.
The actual Cricket reps can solve issues using the channels posted above, including this forum. Ask them a question and they will work with you to provide an answer.
Its hard to expect customer service reps to know technical information about each phone in their portfolio. Its probably why they referred you to the manufacturer for further instructions. I found this page on Apple's care website that may help you out:
Apparently you can set up a phone with two numbers under different profiles within the phone. You would need to have two plans to use that capability within the Iphone.
Hope that helps.