Unethical business practices
I am VERY dissatisfied. I called customer support a week ago because my phone had lost the network. The representative talked me through resetting it and everything was fine. He also said I was eligible for a FREE 5g sim card and he sent me one. Adding that I'd have to call or visit a store to activate it. Fast forward a week and the new sim card has arrived. I called customer support and spent more than an hour on the phone, with first tier and second tier support. The phone never recognized the new sim card. Okay let's just go back to the old card. You can't go back to the other network! Well, what is boost going to do about disabling my phone then? Nothing, they can only send one 'FREE' 'DEFECTIVE CARD'. My phone is now USELESS unless I buy a new sim card. I didn't ask for this. Boost Mobile should make this right. I feel like it is a scam. It's not the money to buy the new sim card. It's the principle of the thing. I'm not sure what I'm going to do. I REALLY just want to go back to my original sim card. I feel like I am being held hostage. Again, I didn't ask for this!
UPDATE I: I went to a local Boost Mobile store and they tried a different sim card. Still DOES NOT WORK. The helpful associate said that it was happening to a lot of people and they used to switch them back to the old network but won't anymore. Boost Mobile has BRICKED my practically new Samsung Galaxy S20 that they sold me with the sim card that they sold me and has no solution other than maybe buy a new phone. That is unacceptable.
UPDATE II: I spent another ~hour session on the phone with Boost Mobile Customer Care yesterday evening. At the end of it I still have no phone service. I insisted on speaking to a manager that had authority to return me to the network that my phone was WORKING on YESTERDAY morning. He didn't. We went through the same diagnostics that I've been through three times now with different Boost Mobile associates. I now have three of the new Boost Mobile sim cards, none of which my phone will recognize even as a sim card. It still immediately recognizes the sprint sim card that came with my phone that I bought from Boost Mobile less than a YEAR AGO. But Boost Mobile is still BLOCKING me from the service that was WORKING YESTERDAY. The Boost Mobile manager said he is turning my case over to a subject area expert that will call me within 48 to 72 hours. I try to remain hopeful, but unfortunately this feels like some sleazy tactic to get the hard sale guy in to convince me to buy a new phone of something like that. There are plenty of people that will get desperate enough after three or four days without their phone to agree to almost anything. I am not one of those. Now I'm thinking that it may be something like my phone is locked to the original network. But why wouldn't five different Boost Mobile customer care technicians suggest that? I hope it is something relatively simple like that. Nobody has time for this kind of nonsense.
UPDATE III: Day three and I am still paying for a phone and phone service that I cannot use because Boost Mobile made an irreversible change to my account that 'broke' it and no one I've communicated with so far (seven different Boost Mobile customer care associates) has been able to help me get it to work. They all tell me what they can't do to fix it (put it back like it was Tuesday), but no one yet has told me what I can do to fix it (at least not anything that has worked). The Boost Mobile 'subject area expert' that I was told would call in 48 - 72 hours (48 hours ago) hasn't called yet. The supervising manager supposedly marked my case urgent.
UPDATE IV: I can't spend any more time on this. If Boost Mobile cannot resolve my issue today, I am changing carriers. And apparently they won't even care. I feel sorry for the customer care representatives who are trying to do a good job, the culture over there must be terrible. Bottom line is Boost Mobile is failing to provide the basic service that I pay for: cell phone service. Add to that, they broke my service without any way to fix it. So instead of spending an inordinate amount of time researching and trying to help Boost Mobile fix THEIR problem, I will be spending my time researching new carriers.
UPDATE V: That's it, I'm done. I spent another couple hours in chat with a customer care representative who could not resolve my issue. I'm certain that my phone just needs to be unlocked, but boost mobile refuses. I've tried very hard to help boost mobile resolve the issue that they caused. I was perfectly fine with their service and didn't want to leave, but they 'canceled' me. By the way, after 72 hours the original subject matter expert had never called. The latest representative said they were going to refer me to another subject matter expert that would call within 48 to 72 hours, ha!. Like I said prior, the culture over there must be horrible. The next communication that boost mobile gets regarding this will be that my number is being moved...