I have been using several plans starting with Sprint
for 2 years (which charged me an extra month - too lazy to contest), Cingular for 2
years (work phone), and now Verizon for 1.5 years. Although used for multiple years,
I have not been a huge mobile-wireless-phone savvy user. The purpose of this purchase was
primarily to evaluate the service and pricing plan.
My first experience with prepaid phones was with NET10. I was attracted by
what seemed to be an excellent deal that included the phone, travel accessories, and
excellent phone plan. Unfortunately, I did not have a good experience with the
initial setup. I went through the instructions and chose to go online to register the
phone. Everything seemed ok until the final step where you wait an entire then restart your
phone. The site (which seemed extremely slow) stated that the phone was attempting to
get a phone number and to wait 4 hours (which was not mentioned in the instruction guide).
So I waited 4 hours and restarted the phone multiple times with the same "unregistered phone"
message. I tried against 8 hours and 10 hours after. I called support and was able to
speak with someone right away. She requested my zip code (10036), city (New York City), and
address. She had me enter a few codes into the phone and wait another hour. An hour later
still does not work. On, off multiple times... for the next couple hours. The next morning (20 hours after
activation), I called into support. There is no hold when waiting for support with my issue.
I have to keep going through the options until someone picked up (fortunately, I only had to
do this about 3 times). When I finally spoke to someone, he had a heavy Indian accent but
still somewhat understandable. He requested my zip code (10036), city (New York City); he
told me he was checking to see if they have service there. I am not sure why they request
this since it was the same information entered into the web profile and answered to the
first support lady. Then he explains that the phone number process could take up to 24
hours. Still pleasant but slightly irritated, I waited another 4 hours to try again but still
no luck. After work, I tried again and went through the support process a few times before
getting someone to answer. She requested the zip code (10036). This time when she asked
about the city, I explained to her that I have already provided this information already
and if she could just expedite the debug process. She insisted that she has to check if
I have service in my location which I replied that I have already verified this information
multiple times with previous calls. Still insisting the city, I reluctantly told her
NYC. She says to wait a moment while she checks. Impatiently but not yet rude, I
explained to her that if NET10 did not have service in NYC there are some major problems
with the company. Different from the previous rep, she did speak fluent American English...
but after a few minutes of waiting, she asked which state NYC was in. (OK, this may
have been a rather innocent question but the frustration I was already having just put
me over the top). When she explained to me that the SIM card was bad and they had to
ship me a new one, I apologized to her that I do not wish this service, thanked her
for her time, and just hung up. After checking all the reviews online, there seemed to
be many similar problems with NET10's service. I returned the package the next day.
First, NET10's website is a very, very simple site. There does not seem to be any sort
of investment to the site which even a cheap out-of-school designed could create a better
designed site. For a technology company that wants to compete with the likes of Verizon, ATT,
and Sprint, this is not a good first impression. There is a bug when registering an account
using IE7. NET10 only has one, maybe two pages for
a member profile. If you navigate to another part of their site and return to the
member profile, you must sign in again. The site is very slow even for a simple site, so
NET10 does not appear to have any interest in investing in their infrastructure either.
Second, NET10's support structure doesn't seem to communicate well. If their own people
or third-party/vendor support cannot access your account just to view basic data, how
can I trust that they will charge and bill correctly? If I have to provide the same
information multiple times to different people, there is something amiss. A smart person
would also know that a rep is just buying time by asking for a street address after already
providing zip and city to validate service. Although I have little experience
with NET10's service, I would imagine that signing a new customer would be one of their
top priorities or at least make it as simple as possible. Why should I have to wait over
24 hours to activate, call support 3 times, and still be unable to use the phone? I have
already caused them at least $5 for support, $1 for the calls, and a returned product (~$55
+ shipping) which they in turn received nothing but bad publicity.
Planet Feedback
Mobile Burn
View Points
Crutchfield Wireless
On the other hand, other users (assuming they are NET10 marketing trying to offset) claim
that NET10 is a great service to have.
There have been few blogs noting NET10 except its exception price. There does not
appear to be anyone that had a good praise and dealt with NET10 customer support.
From limited research and my personal experience, I have deemed NET10 not worth my time
and risk. Although I do not recommend NET10, I will leave open that it may provide the
service you need if you are fortunate enough not to deal with support.
I have gone with AT&T's GoPhone service. Charges an extra $1 per day I use the service
which is acceptable since I will be using it for as a very low volume solution. Initial
investment cost about the same but minus the phone accessories and simpler phone. There
is a slight problem with register a new PIN with IE7 (workaround with FireFox), charged
me 1 cent ($0.01) for GPRS (which I have not figured out why). It costs money to call your
own voice mail (even just to setup), but this can be avoided by accessing your voice mail
from another phone. I don't know if call forwarding can also bypass the charge. After 3 days,
I have not received my $10 for purchasing $25 or more within 7 days of activation (I have
researched that this may take a few days). Otherwise, the service has been acceptable.
For low volume user, the costs of prepaid phones are more affective that a contract
plan. For high volume user, the costs are not much more expensive with an excellent
bonus of not having a contract.