Economics Vs Customer Service, a project Fi experience
Today I made a very hard decision. I cancelled my Google Fi account. There were 2 major problems which cause me to cancel:1)
The algorithm to decide which network to be on is ... terrible. I spent 3 hours this morning on +T-Mobile
edge. When i manually forced my phone over to +Sprint
I had LTE +10Mbps. I turned the phone back into auto-switching mode and thought nothing about it. I left work for the day and after being at home for 2.5 hours I realized I'm still on Sprint, with terrible coverage. I forced my phone to T-Mo and ... +20Mbps LTE. The fact that I need to care or worry about this, count me out. I have enough problems, I don't need another!2)
The price is probably cool for a regular user .... but I'm KP Smith .... When it comes to mobile I'm the furthest from "regular" that you can find! All of my calls are VoIP (100% data). All of my texts are IMs (100% data). So that $20 a month charge for unlimited texts and calls is completely wasted on my when I turn around and buy data by the Mb, and my calls and texts are using data. I'd rather that $20 be 2GB of data with 0 minutes and 0 texts and have a pure 100% data plan. customer service experienceCricket
This is where it get's good! When i contacted +Cricket Wireless
<-- Don't sick your lawyers on me) to let them know I'd be staying with them I learned I wouldn't get my $5 credit this month for auto-renewal. When i asked why I don't get it I was told it's because despite having my account on auto-renew for many many many months, I deleted the credit card from my account for 3 days this month (I added it back) and therefore I've started a new auto-renew cycle and this month doesn't count. I asked them to look into my history of being a longtime sub, always paying on time, having auto-renew for well over a year ... nothing. I asked him just to please, make it happen ... nothing. In fact the chat rep, Javier P, made it clear that not fixing this one time $5 issue is worth losing my business and I can eat the $5 fee or kick rocks .....Javier was not a person I'd be friends with. The kind of guy that in real life if you can't get away from him quick enough you might say something which would lead to an altercation.
With Javier P's best effort to let me know I can either pay the $5 or leave them. I paid the $5 while feeling genuinely happy that if I ever heard someone giving service to my customers the way Javier did, it would be a larger discussion about career goals and future plans with the company. Project Fi
When I started my online chat with a project Fi rep Tyler to cancel my account he didn't care about the fact I was cancelling. He asked me about my plans for the weekend, how I was liking my Huawei 6P, etc. Very friendly and identical to conversations I might have 100 times this week with friends. I told him I was canceling, he asked why, and when I told him he was sympathetic with my issues. He knew they couldn't be immediately fixed, he heard my complaints and promised to pass them on, and continued to help me cancel all while still being friendly.Lesson+Cricket Wireless
and by proxy +AT&T
you really really suck at service. I kept my wife on Project Fi because it works for her. The first chance I get to dump you, you better believe I will and I hope like hell I get to talk to Javier P. An unhappy customer is going to tell many many many people about the bad service you provide. This is me telling 900 or so people (+who they share with) how absolutely terrible your customer service is!