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Helio customer service and activation problems

Discussion in 'PRE-PAID Cell Phone Companies and Plans' started by ohthevoices, Dec 9, 2007.

  1. ohthevoices

    ohthevoices New Member

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    Hi I wanted to vent a little about a recent issue with helio customer service and activations. I purchased 2 refurbished helio oceans from their telesales department on tuesday (dec 4) Well I received them yesterday (fri dec 7) I was able to activate one line without a problem, the other had a problem with the esn. After numerous times of being on hold I was told to call back in 5 hours and the problem should rectifide. I called back in 5 hours and once again after many times of being on hold I was told now I was going to have to call back at 8pm the next night (tonight) and it should be fixed. So once again I call in after the time I was told. The agent I gets puts me on hold once again numerous times and when she comes back on the line she tells me that it has been escalated to the next level (which I already knew) and that it was going to have take 2-3 business days for it to be rectifide. Now Im not happy and I ask to speak to a supervisor, she tells me that even if I speak to a supervisor he/she will tell me the same thing so it would do me no good. Okay that pushes my buttons. You see Im a CSR Floor supervisor for a major customer service company and for an agent to tell me I cantg speak to a supervisor just wont do. So I voice my concerns over being told this and ask once again to speak to a supervisor. She once again says no and this time she says her supervisor is jacked in with her and is listening to the call. Well at hearing this I realized the agent has no problem telling a lie to me because no supervisor would allow an agent to tell a customer what she did. So I hung up and called back and asked to speak to a supervisor. he asked what was the issues, I explained and then asked to speak to a supervisor, he tells me he can help, I explain he cant and ask to speak to a supervisor, he places me on hold. (Total for this issue I must have been on hold for at least 60 minutes) as I am waiting to being connected with a supervisor Im disconnected. well to make a long story short. I stil have to wait 2-3 business days for my device to be activated, because of nothing I have done, because of a major foul up that helio made and I neve spoke with a supervisor. So does anyone know of a contact number where I can speak with someone higher than a floor supervisor because due to these issues I am ready to cancel service. I mean I like the ocean, but if this is how helio conducts business Im very afraid.
     
  2. Kat Strat

    Kat Strat New Member

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    Location:
    Anaheim, CA
    I have also had major issues with Helio activation. Today marks day 14 of the waiting... Here are two of my emails to Helio:

    Number ONE (send 1/22/08):
    Subject: I am VERY disappointed.
    Dear Helio,
    I received my beautiful Helio Ocean on Monday, January 14th, 2008. Today is January 22nd, and my device STILL hasn't been activated. I have contacted the UN-helpful people in your customer service department several times. So far, I have spoken with Ray, Pearl, Florence, and another gentleman whose name I cannot recall. Each representative I have spoken with has assured me that my device will be activated in X amount of hours or days. Each time one of those milestones passes, I am forced to contact customer service yet again.

    The initial mistake was my own--on January 14th, instead of putting my current wireless account number in the "Account Number" field on the activation page on your site, I put the mobile number I wanted to transfer over. As soon as I realized my mistake, I contacted Customer Care. I was told that it would take until Friday, January 18th, for the mistake to be corrected in the system. I was then told that it could take as long as Monday, January 21st. I contacted Customer Care again on Monday the 21st, and was told that it would take 24 hours or less for my device to be activated.

    Well, I just got off of the phone with Florence, and she informed me that not only had the information not even been corrected in the system, but also that it would take until tomorrow afternoon for my device to be activated.

    This is UNACCEPTABLE. If my phone is not working by tomorrow afternoon, I am canceling my "service" with you, AND taking this information to Consumer Reports.

    Thank you for your time.

    Any assistance with this matter would be greatly appreciated.

    Yours truly,

    Kat Strat
    (714) XXX-XXXX
    (714) XXX-XXXX


    And Number TWO (sent 1/28/08):
    Subject: STILL not happy.

    Hello,

    My name is Kat Strat. This is my SECOND email regarding this problem. I ordered my Ocean from your website, and received it on January 14th, 2008. As of today, January 28th, it STILL has not been activated. I requested to port my number from Verizon Wireless.

    On the 14th, I attempted to activate my device online. I mistakenly put the wireless number I wanted to transfer over as the "Account Number" in the form. After I realized my mistake, I called "customer care" on Tuesday, January 15th. I spoke with a gentleman whose name I cannot remember and then a female named Pearl. According to the "customer care" representatives I spoke with on Tuesday, my concerns would be "elevated to a higher department", and my device was to be activated in 3-5 business days.

    I called "customer care" again on Friday, January 18th, and spoke with Ray. I was told again that my device would be activated in another 3-5 business days.

    I called again on Monday, January 21st, and was told that my device would be activated by Tuesday afternoon. I called again at 6:00PM PST on Tuesday, January 22nd, and was told that my device would be activated in no more than 24 hours. During this conversation, I said very clearly that I would cancel my service, and return my phone for a full refund if my device was not working within 24 hours as promised.

    By this point, each representative I'd spoken with had read back the incorrect account number when "verifying" my information. I've explained to every representative I've spoken with what happened when I attempted to activate the device on my own, and told them that the Verizon Wireless account number I'm giving them is the correct account number. Still, the incorrect information is repeated back to me each time I call--which tells me that the information I've had to repeat on 8 or 9 different occasions is not getting recorded properly.

    By Wednesday the 23rd, I was extremely frustrated. My phone was still not activated as promised. I called again--this time, intending to cancel my service, and received the same "3-5 business days" answer. I called back immediately, and asked to speak with a supervisor. The woman who took my call not only left me on hold for over 18 minutes, she wasted time asking me questions and NEVER let me speak to her supervisor.

    At this point, I explained to her that I had been waiting for almost 10 days for my phone to be activated AND that I'd spent over 3 hours of my life on the phone with "customer care" trying to get this situation straightened out. Each time I called, I was given the same "3-5 business day response". I told her that I was fed up, and needed to be compensated for the time I'd wasted with this company. She started crying and asked if I would hold while she spoke with her supervisor. After a very long (5-7 minute) hold, she came on the line and said "Please call back in 3-5 business days." I asked if I was going to be able to speak with her supervisor, and she said, "No," as she promptly hung up. To recap-- no compensation was offered, my phone was not activated, AND my request to speak with a supervisor was denied.

    After being treated so poorly by the customer care representatives at 1-888-88-HELIO, I was at the end of my rope. I looked up the phone number for an actual Helio Store in my area, and begged them to help me. The woman I spoke with there was 500 times more helpful than anyone in "customer care." She gave me a different number (800) 505-3202. I called that number, and initially spoke with Juan.

    Juan looked up my account information and history for me. He, again, read the incorrect account number back to me while "verifying" information. In tears, I explained the whole situation to him, and he was able to tell me that the hold up was not on Helio's end, but Verizon's. He then said that some one in the "higher department" was working on it, so it should be taken care of in the next day or so. He also said that my bill would be "prorated" as compensation for my troubles. I thanked him for the information he'd given me, and immediately contacted Verizon Wirelsss to see if we could get the process moved along faster.

    After a lengthy conversation with Verizon Wireless, I discovered that the last (and only) time Verizon had been contacted by Helio on my behalf was on Monday, January 14th, 2008--when I attempted to activate my device on my own with the wrong information. This tells me that EVERY representative I've spoken with at Helio has not only lied to me about when my device will be activated, but also about someone in a "higher department" working to solve this problem.

    After finding out that Helio had never even bothered to contact Verizon with the correct account information, I contacted Cayleb at (800) 505-3202. He told me that he understood my frustration, and offered to let me call back if my device was not activated by the end of the week. Well, the end of the week has come and gone. Today begins week 3 of this ordeal.

    There are several things I expect once my device is activated. I expect to be credited for the device that has been sitting on my desk gathering dust for the past 14 days. I also don't even want to SEE a bill for at least 6 months.

    As I promised in my first email regarding this issue, I will be contacting the Better Business Bureau and Consumer Reports with this information. I also have half a mind to post this on every online forum I can find regarding Helio and wireless service.

    Thank you for nothing so far,
    Kat Strat
    (714) XXX-XXXX
    (714) XXX-XXXX


    I am SO over this... I would cancel if they would listen to me long enough to let me... instead of putting me on hold for upwards of 20 minutes per call!!!
     
  3. danielkarluk

    danielkarluk Junior Member Junior Member

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    Wirelessly posted (Kwc-1000: KWC-M1000/1.0.06 UP.Browser/6.2.3.9.g.1.110 (GUI) MMP/2.0 UP.Link/6.3.0.0.0)

    sounds frustrating, did they ever activate it? what network, frequency, & technology does helio use?
     
  4. danielkarluk

    danielkarluk Junior Member Junior Member

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    Wirelessly posted (Kwc-1000: KWC-M1000/1.0.06 UP.Browser/6.2.3.9.g.1.110 (GUI) MMP/2.0 UP.Link/6.3.0.0.0)

    does anyone know what cellular one's sms email address is? i sure would appreciate it.
     
  5. dreamloan

    dreamloan New Member

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    Helio is the worst in customer service.

    Took 45 days to activate a phone they lost the first shipment, started debit my account for a phone I did not have. They accused me of activating the phone. I had them send a new phone, this was a considered a second account. They tried to charge me a cancelation fee on the first account, took many calls to get that waived.

    The first account had a $312.00 credit, although they still have no written me a check back yet after 7 months, I call and call and always say it is getting approved. They cannot credit the money to my new account. I refused to pay this month and demanded they credit to my account, they said they cannot even if it was their mistake. I did not pay they turned off the phone 5 days after. I had to go to a payment location and make another payment as I wait for my refund check.

    I would not join Helio ever, the worst service in the Market, I have T-Mobil 11 years and they helped me all the time, Helio is a joke. I was being cheap and wanted their 99 month program, BIG Mistake, don;t be cheap like me and pay the price. It is easier to get something through congress than to get and service from Helio. I am going to port my number over and gladly pay the cancellation fee and maybe never see my refund check..
     
  6. brandonschooley

    brandonschooley New Member

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    Helio is absolutely horrible in customer service... I sent them my device so they wouldnt charge me the 350 dollars for it and they claimed they never received it, and charged me anyway, and when i try to get my account credited back.... the call fails... interesting...


    Helio can really kiss my :censored: Once my contract is up... I am running as far and as fast as i can away from these :censored:holes.
     

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