My name is Donna Wright. On October 25, 2010 I contacted Cricket to inquire about DSL service in my area, and was assured by the sales person that Cricket DSL service was indeed offered in my area. So, I ordered the DSL unit which arrived the next day.
After hooking up the unit, calling Cricket to troubleshoot because it wouldn't work, I was told by their Technical Support team on 10/27/10 that I had been misinformed by the sales person, and that I have Cricket PHONE service, but NOT DSL service at my home. The unit had to be sent back. Phone numbers I dialed were 262-804-0197 and 608-622-3683.
I was instructed to call 800-274-2538 to get an "RA" (return authorization) number (16434195443051), unhook the unit, put it back in its original box, write the RA number on every side of the box, and then return it via any mail service (USPS, FedEx, UPS, etc.) within 30 days. I was told that when the unit was received it would be inspected for damage, then a refund would be issued within 30 days of receipt.
Cricket instructed me to return the unit to Air West, Dock 14, 1251 Perry Road, Plainfield, IN 46168. I insured the package for $200.00 with the USPS (Insured Mail Receipt No. 1309 3480 0000 3030 7252). The receipt is stamped 11/3/10 (the date mailed from the USPS).
I called every couple days to Cricket and every time was told that the unit was not received. On 11/10/10, I spoke to "Shawn" and he gave me another number to call to check on the unit 866-384-4425. Since it was going to take a while for their paperwork on that end to catch up to the unit, I waited a couple days before I called again. Plus I had total knee replacement on 12/14/10 and could not continue to call these people. I thought surely they would receive the unit or it would be accounted for before I had another chance to call them again.
On about 12/26/10, I was told by a Cricket rep that the unit was never received and I had to go back to the mail service and file a claim. On 12/27/10, I went to the same post office in Westminster MD to file the claim and they researched the delivery of the unit, and found that it was delivered to Plainfield Indiana on 11/5/10 at 10:53 am (during the time Cricket was telling me it was never received up to 12/26/10, nearly two months).
I began again to call Cricket nearly on a daily basis. They finally acknowledged receipt of the unit and said that I was refunded all monies back to the original credit card on 12/3/10. I checked the card where the unit was charged from and there was no credit.
On 1/4/11 I talked to "Mitch," "Tim," and "Leli." Leli told me that was filing a claim with the "Escalation Department" and someone would return my call within 24 hours. There was no return call.
On 1/5/11 I talked to "Kim" and threatened legal action. She gave me the "Corporate Office" number and address of Cricket Patterson Village, 4129 Patterson Ave., Baltimore, MD 21215, 410-567-7808. She also told me that within 24 hours I would have an explanation as to why I have not received my refund.
On 1//11 talked to "Jen" and asked for a U.S. representative. She explained that there were none and that all of the reps were in the Philippines. She explained that she was reporting the issue to upper management and said that some will call me back with an explanation why I have not received my refund. $192.79 total, unit $149.99 and first month service.