We have reached out on multiple occasions to Consumer Cellular Service Supervisors, have sent 2 letters to John Marick, the CEO of Consumer Cellular, and Greg Pryor, the COO of Consumer Cellular to resolve a very serious matter amicably regarding two defective phones that presented my 72 year old husband to be without a working cell phone.
On February 2019, my husband and I purchased a Doro phone at Best Buy through the Consumer Cellular offer. A week after we purchased the phone, we noticed the keys were sticking and adding additional numbers.
This was frustrating and annoying, but we dealt with it.
In September 2019, the keys were still sticking adding additional numbers, and we began to experience additional problems with the Doro phone - we were not able to access voicemail, and the outside display screen became a tie die of black and white and no longer displaying the caller’s phone number.
We telephoned the Consumer Cellular customer service in August 2019 and described the issues we were having. They walked us through a series of trouble shooting with no luck. We were told that Consumer Cellular no longer dealt with Best Buy and we would need to wait two weeks for a Consumer Cellular rep to call us back regarding our one-year warranty.
We waited two weeks and with no follow up from a Consumer Cellular rep, we telephoned back and for the second time a supervisor walked us through a series of trouble shooting with no luck. Phil, a Consumer Cellular supervisor stated he would submit a warranty replacement and we would receive our phone in one week.
A few days later we received a voicemail from a Consumer Cellular rep that stated they needed to trouble shoot again for the third time before submitting the warranty.
Brian, a Consumer Cellular supervisor finally agreed to ship us out a new phone. When we asked why the phone had not been shipped as promised by Phil, we were told Phil didn’t process the claim correctly.
When we received the new phone on September 30, 2019 within hours none of the keys would work and my husband was not able to call out or receive calls. We telephoned customer service who walked us through trouble shooting steps and the phone started to work again by taking the battery out. When we asked for a replacement due to the phone being defective within hours after receiving it, the phone rep informed us that we would not have any additional problems and they could not replace the defective phone.
The very next day, the keys on the phone were not working again and my husband was without a phone as he couldn’t receive calls or call out.
When I returned home from work, we were both so upset, we immediately telephoned Consumer Cellular and they walked us through a series of trouble shooting steps again and stated we’d have to call back in two weeks.
We started the process all over again of trouble shooting on multiple calls, being promised a phone was being shipped out, only to call back and be told a second time the Supervisor had not processed the claim correctly and they would need to trouble shoot again.
Since receiving the 2nd defective Doro phone on September 30, 2019, my husband has to take the battery out multiple times a day for the phone to work.
We had hope writing to the CEO and COO would have reviewed this matter and resolved the issue quickly, but we have not heard from the corporate headquarters.
It’s pretty obvious that the phone warranty and Consumer Cellular’s Customer Service guarantee are not being honored by their company’s actions and procedures which put senior citizens in danger without a phone.
We also found alarming that multiple Consumer Cellular Supervisor’s were very aware of issues with the Doro phone and stated that on the phone call.
Consumer Cellular’s process that requires repeated trouble shooting multiple times over multiple days leaving a senior citizen without a working phone is very unsafe, unprincipled, and dishonorable.
The only way Consumer Cellular would honor the phone warranty was for Consumer Cellular to ship us out a new (defective) phone, make us wait weeks through a trouble shooting processes, and then fraudulently claim the original phone had internal damage and charge us $50.00 for a 2nd defective phone that they will not allow us to ship back to them for a refund.
We took pictures of our original Doro phone that had no signs of damage externally and even the white tab to detect water damage was in perfect shape.
Consumer Cellular’s monthly charge is the most economical within our limited budget. However, we are so very upset with the way we have been treated by Consumer Cellular.
We wanted to resolve this matter with them amicable if possible.
Obviously, every senior citizen needs a reliable working phone for emergency reasons. We are between a rock and a hard place, we’re stuck with a 2nd defective phone, and Consumer Cellular will not work with us.
Product or Service Mentioned: Consumer Cellular Mobile Phone Service.
Reason of review: Damaged or defective.
Monetary Loss: $100.
Preferred solution: Full refund.
Consumer Cellular Pros: Good rates.