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February 2024 by H. Bryan P.
I was helping a transient man in Downtown Jacksonville who had his phone and bag stolen. He was advised that he had to pay his deductible on the phone before he could file his claim. This presented two problems for the man. 1. His debit card was in his bag when it was stolen. He was sent a new debit card. 2. We went to BOA (the bank that handles his direct deposit from SS) after we called and went through the transfer to someone else who knows nothing process, several representatives and one hour later, we got an email sent to my gmail that provided instructions on how to activate the new card. In the meantime, we went to the Cricket wireless store to get help with filing a claim to replace his phone. The manager of the store, De'Angelo, immediately recognized the issue and went above and beyond in assisting us. The gentleman needed his PIN number which was setup by an associate in the Biloxi, Mississippi store where he originally bought the phone, more than a year earlier. Unfortunately, the associate was in a hurry to complete his transaction, so, she setup his phone and sent him on his way without providing the PIN. She also created security questions without passing that information to the customer. After attempting normal customer validation and verification that he was indeed the owner of the lost phone, De'Angelo found that he still couldn't access the customer's account. He then called the Biloxi store and spoke with a manager there. After a short time of providing key information regarding the customer's identity, the manager in Biloxi provided De'Angelo with what he needed to reset the code or PIN for the account. However, the manager failed to advise De'Angelo that the new code was only good for 15 minutes. We, the customer and myself, left the store to call the support center to file a claim, using my phone for that process. By the time we got through to an associate, we were told that that code was locked for security purposes because the 15 minute timeframe had expired (?) After an extremely frustrating experience with totally uncooperative associates (more useless transfers) we decided to return to the Cricket store to speak with De'Angelo and his associate Trayvon. Trayvon was helpful in assisting us while De'Angelo was unavailable for a short time. Upon his return, De'Angelo took over where Trayvon had left off waiting for an associate with the Cricket Back Office department to answer our call. After more aggravation and frustration, De'Angelo was able to speak to another manager in that department (the associate wanted to argue with De'Angelo when asked to transfer to a manager 3 times by my count) The manager was able to provide reasonable explanation as to why it wasn't possible to reset the code again. The code would have allowed the customer to be verified and allow him to file a claim. The customer requested to close that account and create a new one in order to get a new phone. De'Angelo assisted him in getting a new phone and a new number, while providing him with the correct information (PIN, security questions and answers) that would help him bypass the same issues and circumstances, if he had a comparable problem arise. When asked if he wanted the insurance on the new phone, the customer declined, primarily because ASURION insurance was absolutely no help whatsoever in assisting the customer with filing a claim. They were, in fact, the primary blockage to the purpose at hand. I would like to note that De'Angelo and Trayvon were the only people who provided assistance and were extremely sympathetic to the customers needs. I applaud them for their efforts and willingness to provide the epitome of what customer service means in this or any industry. I suggest they be recognized and encouraged to train others who may join the Cricket workforce.
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January 2024 by Jeffrey Branca
I had the best experience here with Alyssa and Gigi they were so knowledgeable; and patient fixing all my issues and assuring me they were always here to help... This is good customer service
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November 2023 by Kimberly Kitterman
5 stars to DeAngelo the Manager at the Cricket Store on Normandy in Jacksonville who went the extra mile for me!!! What an angel! I had a problem and he went out of his way to help me and my husband who were visiting from out of town. He is such a kind soul and a true gentleman. Kudos to DeAngelo. Thank you so much
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June 2023 by Evelyn WYATT
Apparently the Jacksonville market has been taken over by a new company call BlueFig. The new local DM is Sadi. After visiting this location three times within 30 minutes and making two duplicate payments he advised the store associates to have me make a third cash payment since his system was down. I literally just need a new SIM card for my replacement device. When I said I did not have cash and would have to visit a bank I requested that the associate reach back out to determine if a discount could be provided at this point or if the 10 fee could be waived since at this point I’ve paid double. Sadi informed the associate that they payment was need in full with no discount. Sadly he is the DM for the local market and while cricket is a great money saver I refuse to support any local stores in the future.
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April 2023 by Mary Griffis
I do have to admit it took and while to get waited on because there was only one worker there when I got there. But they were nice and took care of my problems I had with my phone.
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December 2022 by Kasandra Armentrout
Worst customer service I think I have EVER experienced in 30 years of my existence. When I say I'm NEVER going back to this company and I'll tell EVERYONE about my experience trust I'm serious and I have. It took me over three months of fighting and waiting and calling and being hung up on and going to stores to get a refund for a product I NEVER GOT. If you EVER need assistance, good luck because you'll get told 1000 different things and nobody notates accounts correctly. Keep records of every communication.. Dirty Business seems to be their moto.
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July 2022 by Erica Carrasco
Am sorry but that was my first time going in there I don't know if that's how there store always looks like but it was dirty dusty windows dirty other the that ppl there were very nice
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July 2022 by Jimmy Flowers
Excellent needed help with a iPad they took care about my wife's concerns thank you.
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June 2022 by Michael Palmer
I am so impressed with the customer service here. Felisha (hope I'm spelling it correctly) is awesome after 7 miserable hours within 2 days of fighting with Straight talk she was able to get us new phone's that work. She went above and beyond with helping us. I am so thankful she held her composer and up beat spirit during the fight. I would definitely recommend Cricket and this location to anyone wanting to change providers.
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April 2022 by Mary Page
Best phone service and prices! Great customer service!
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January 2022 by Peachtree Outdoor
I called the Normandy store in Jacksonville and a young man answer the phone quite promptly. I asked Timothy and he prepaid phones he says no we don’t sell things like that we only sell contracts that you pay monthly .I said oh really! Then I hung up. I went back to the Google ad for that store on the Internet and it said it sells prepaid phones. Now the only 2 reasons I could think of why he would say such a thing when it’s right in the ad is, is one he’s new and d*** and doesn’t know what the store is selling. Or two he’s trying to upsell me a Phone contract which will go on for years and years maybe.Maybe I miss something?
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September 2021 by Delta Dawn
I went to this location while on vacation. I was having an issue with my husband's phone. We had already been to 2 other local locations. 1 was no help the other knew nothing. We then found Ms Mercedes at this store! Ultimately our problem could not be solved by Cricket but Mercedes went over and beyond to try to help. She called her DM for help. Her trainee tried to offer input because he had worked at another store, she tried and discussed many options. She was extremely helpful and pleasant and would recommend her for all your needs! Thank you!
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September 2021 by Beatriz Portillo
I love Mercedes shes so helpful
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September 2021 by Lj Magruder
Felicia was wonderful hero
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July 2021 by Judi ann Strickland
Mercedes is a great help. Several times now she has been my go to person.
