Mint’s unique strategy is evident in everything it does, starting with its products. Aron North, Mint Mobile’s Chief Marketing Officer, says the company is always looking for the most efficient way to bring the product to customers and create an enhanced experience in a digital ecosystem. While most other carriers have thousands of retail locations, Mint doesn’t have a single store. And one of the main ways it does that is with a unique direct-to-consumer model. Mint Mobile’s core mission is to provide affordable wireless service to customers. When you think of companies that put customers first with innovative solutions and personalized service, the wireless industry probably isn’t your first thought.īut Mint Mobile is on a mission to change the traditional model and buck industry trends in the name of better service and innovation. Press play below or go here to listen on your favorite platform: To get insights on innovation and customer experience, hit the "subscribe" button here. TLDR Mint mobile looks amazing from a price standpoint but my customer service experience was so miserable I went elsewhere.This is part of LinkedIn's new Newsletter Series. *I have contacted my bank, paypal and the BBB**Ī few hours after the final phone call I did finally receive a response from someone on their time letting me know it's being handled but it took way too much effort just for that. Side note I felt really bad for the last customer service rep I spoke with because she genuinely did seem empathetic to the situation. But as a new customer with an online retailer when you have taken a decent amount of money you expect me to wait days for some sort of confirmation that you're working on it with nothing more than a word to mouth? Especially with a time sensitive 7 day refund policy? Due to my frustration I told the rep I would cancel both my orders and would like to go with another provider.
I understand mistakes happen and I take accountability for my part. Now I understand slow ticket times and company policy. They finally came back saying that the refund request was submitted but it would be another 8 hours for me to have some sort of confirmation via email that it was being handled. The customer service rep puts down the phone 2-3 times for 4 minute intervals which is not a great sign. I then call their customer service again explaining the issue. Alright no big deal I wait 48 hours still no response that any sort of refund attempt has been started. I went to their website and spoke with their fox chat agent and they advised me it would take 24-48 hours for the ticket to go through the system. A few hours went by and I did not see any email regarding this refund process being started which I thought was kinda weird in my experience with online retailers. No big deal, mint mobile has a 7 day return policy so i called their live customer service agent and they said they would handle it no problem. The following morning I wake up and see two separate orders from mint mobile in my account for the same amount *images attached as proof*. Naturally I hit it again and this time it works. As I go to check out I click the place order button and the webpage pauses slightly refreshes and does not appear to have gone through. Go to the website and place a plan with the phone in the cart. I accidently broke my phone so I went to purchase a new phone and plan through mint mobiles website on. Then said they must be low connectivity "areas" despite everyone around me happily using their cell service with 0 difficulties. Basically, the "attempts" to use my service were considered using roaming! They fraudulently charged me for service they didn't provide. Then when I waste an hour of my vacation on their stupid chat, they have the nerve to tell me that I have been using roaming credits. Still, stupidly, I purchased credits that were not successful to use ANY transaction. No one would define what the credits amounted to when every other reputable carrier has a flat day rate. We were told to purchase "credits" to use while abroad. Don't get started on the experience we are currently having on our vacation in Italy. When you try to call "customer service" you way forever to speak with someone overseas who barely speaks English and can only read the lame responses on the Mint website.
#Mint mobile customer service trial
Then, you guessed it, the minute the 30 day trial switched over to 3 month plan suddenly my selected plan with 2 lines became double the cost. This bait & switch company worked fine for the first 30 days.
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