I hate Helio customer service
Me: “I have $150 in charges that shouldn’t be there and I need to find out why this keeps happening”
Them: …long pause… “So you want to know where they’re coming from?”
Of course I want to know! Seriously WTF?
On December 4th I paid November’s bill (Nov 3 - Dec 4). On December 14th I paid for December’s early because there was some shuffling of accounts. I get my bill today and it reads $190,when I really only owe $70. So I call them, get someone who seems to notice the problem, but then get disconnected after 15 minutes on hold (my fault).
So I call back, and I get someone who sounds like they’re still in high school and are failing every course dealing with logic and common sense. Now she tries telling me that payment on December 17th was for the previous month (November), and I’m telling her that no, it isn’t!
Speaking very slowly and deliberately, I ask her if she can see the payment I made on December 4th and state that payment covered November. Then I proceed to December 17th and confirm the second payment and state that one covered December. It’s at this point I really think I lost her as she put me back on hold and I’ve been waiting ever since.
James Carville said,
January 19, 2008 @ 2:13 pm
Their customer service is improving, but in the meantime you should definately consider getting service from their dealers that have direct tier 2 support from Helio. Customers of these premium dealers that market mainly to businesses get access to tier 2 support that really surpasses what you would ever expect from wireless support. I bought three lines from http://www.heliobusiness.com and even though I bought using my social instead of a EIN number, I still receive dedicated rep at Helio that really take care of my needs. I completely bypass their 800 number and get to talk to corporate direct which is very refreshing. I believe Invicta Wireless is the only provider that is working with Helio’s Business Channel.
amy said,
January 21, 2008 @ 8:35 am
How hard is it for Helio to understand that even if you did overpay for November’s bill, you should still have credit coming to you from somewhere? I hate bad customer service types.
Did you get everything fixed?
Jason said,
June 25, 2008 @ 3:29 pm
I’m currently 9 months of my 2-year contract, and i can’t wait for them to be bought out so that i can cancel with out early termination fee. Their customer service is hands down the worst of any company i have ever dealth with. I’m convinced it’s 5 guys in a double wide trailer down in oklahoma. Each time i call i get some country-boy sounding person who doesn’t know hardly anything about their phones.
I LITERALLY had to explain features of the phone to the rep becaue he was arguing that such a feature did not exist when i was already using it.
Another time i had a CS rep ask for my PASSWORD so that he could log into my account and see what i’m seeing. AREY YOU FREAKIN KIDDING ME?!
I asked 6 times to speak to a supervisor. I kept being placed on hold only for the same rep to pick up and tell me that a supervisor would just say the same thing that he had just told me
Alop said,
July 15, 2008 @ 7:23 pm
I almost jumped for joy when I got the email about Virgin Mobile taking over Helio… Then I dropped back down when I read the contract will be enforced… Hopefully Virgin won’t suck so hard. I just had to explain to Helio that I indeed pay for this months service… I have the statement showing payment cleared, yet I still get a call from them saying I am late.
I wish my Ocean would just work on someone else’s service.
Better yet, I wish it didn’t cost $175 to terminate my contract.