Brandon M.
Forget about porting or returning a phone inside the listed window
Too bad there are not zero stars. Like many others, I was curious about the new company and was intrigued by the new iPhone deal they offered. I called ahead and asked if I could sign up with a new number and then transfer my number over later on if the service met my needs. Was told “sure no problem, we do it all the time.” it’s pretty common industry practice anyway. 9/21/23 pre ordered my iPhone 15 pro with a new number 9/22 was launch date and I figured there would be a back order, no big deal App showed shipping 9/22 but then on 10/6 I finally got an email saying shipping delays. Ok, no problem 10/19 phone shipped. A month late, but new iPhone launch…it happens. I spent over 10 years in the biz; I get it. 10/20 phone arrived and I activated with that new (temp) number. It was a Friday so I tested over the weekend. 10/23 I call in to port my number over from magenta and replace my temp number. Talk to multiple people who now say that’s not possible but I can add a second line if I want. I don’t want. I ask to return the phone and cancel so they open a return request ticket. Mind you, their website says financed phones you have 10 days from the ship date which was 10/19 10/24 I wake up to an email denying my return, staying in outside the window. Unless my math is wrong 23-19 is not greater than 10. I call back, again try to port and they say impossible (mind you they never even asked the number I want to port). So I put in another return request ticket with notes. 10/25 I wake up to a second email denying the return, again stating I’m outside the window. So here I am…got the phone Friday, it’s wed. Can’t port over the number I’ve had for years. Can’t return my $1100 phone. I called one more time to try and escalate and supposedly a supervisor will get with me within 24h BBB is my next contact. If Boost is saying I’m outside the window because the phone was on back order then they’re going to have a lot of upset people like me. I will say the support folks are nice and mostly US but the company has a lot of things to fix. The cell service was adequate too but now I just don’t trust them.