My Dad is 67 years of age, A Devoted logterm Client of Assurance Wireless -He initially purchased a phone from Assurance Wireless (to replace one he was told could not be replaced at no cost before February) Having Purchased The phone less than 30/45 days ago the Phone will not keep a charge, shuts off randomly....all of which he's mentioned repeatedly to Assurance. Today was the last straw- The Rep.
told my 67 year old Dad- who recently had surgery on his foot(in a brace) they couldn't assist him or replace damaged phone until " go someplace else- call us back .....to troubleshoot the phone." Having asked for a Supervisor- who repeated what the Rep. said- Here is my concern; I understand Co. Policy- I'm all for it- but isn't a huge part of Customer Service- actually assisting /accomodating a Customer? He purchased a product in good faith, Loyally only uses Assurance(won't allow a switch to another Company) and has reached out again and again to voice a concern regarding a faulty product- The very best you can do is tell him what you can't do, What happened to going the extra mile?
HE'S 67, ALONE AFTER SURGERY...IT'S HIS ONLY PHONE/FORM OF COMMUNICATION - HE COULDN'T EVEN DIAL 911 IF HE NEEDED TO.
A Supervisor is on the line- you couldn't have simply ordered a new phone, sent a box for him to return the recently purchased faulty one? Wow, Assurance....Today My Dad, tomorrow someone else's.......
Product or Service Mentioned: Assurance Wireless Customer Care.