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Net10 “the clear leader in all areas of customer satisfaction”?

Every once in a while, you see something that looks like a press release, but really is some propaganda from the company itself or its PR firm. When I first saw a release titled Net 10 Phones Tip The Scales At Online Review Portals, I thought we’d be treated to some solid numbers. Instead, we got some generalizations, including that, as the title indicates, Net10 is “the clear leader in all areas of customer satisfaction.” I’m sorry, but that is not something I can agree with, given the volume of our Net10 customer reviews.

Our research indicates that a majority of consumer review sites show Net 10 prepaid as the clear leader in all areas of customer satisfaction, from pricing and equipment value to network reliability and tech support.

Apparently, Prepaid Reviews, the most comprehensive site for prepaid wireless information, is not included in this majority. Or else, because they didn’t say the words “customer service” in that sentence, it is not included in the qualification. Conversely, Net10, along with its parent company Tracfone, continually see the worst marks in customer service from our readers.

This isn’t to say that Net10 has poor service. I actually recommend them to many people, given their simple rate structure, which is relatively on par with the rest of the industry. However, to call their service the “clear leader” is a bit disingenuous (though satisfying its intention of promotion).

10 Responses

  1. Paul W. Says

    I don’t know if they’re the clear leader, but I’ve never had any issues with their customer service. I’ve always received timely and courteous service since I first got my phone.

    Posted on July 21st, 2008 at 3:45 pm
  2. PrepaidWirelessGuy Says

    Seems somewhat strange. I would doubt if they’re a clear leader in customer service; sounds like “news” propaganda. Strange….


    Posted on July 22nd, 2008 at 3:07 pm
  3. Aaron Says

    Almost all news is based on idealism. And whether or not people like it, online press releases will continue to be used as a valid means of public relations and quality link generation by Internet companies.

    RE: numbers, the release says:

    “At sites like Amazon and Planet Feedback Net 10 phone and airtime packages routinely receive total user feedback that is 71% positive. Compare this to the top three postpaid wireless providers who have a combined average of 64% negative consumer feedback!”

    Assuming this is the result of actual research, the theme of the release seems fair.

    Posted on July 26th, 2008 at 1:11 pm
  4. Bill Harrison Says

    I think the whole net 10 program totaly sucks!!! I have been on the phone for 12 hours in the last three days trying to get a phone replaced. They sent me a straight talk phone instead of a net 10 phone. I have talked to 10 different people and gave them 100′s of order numbers, serial numbers, ticket numbers, phone numbers, address numbers, with no luck from a incompetant costomer service!!!! Stay Away is my advise!!!!

    Posted on January 8th, 2010 at 12:14 pm
  5. Ron Sabra Says

    The fact is they do have the best deal for pre-paid phones but their service is deplorable. I have been transferred back and forth between CSR’s each one asking for the same information as the previous one. Isn’t this a computerized system?
    There is also the problem of having minutes deducted when talking to customer support line….this should be free from my Net10 phone. Their service has gotten very poor in the last 3 months. The automated on-line system can’t/doesn’t do what used to be a simple procedure of activating a phone and transferring the phone number. What did they change? It isn’t working!

    Posted on May 24th, 2010 at 12:18 pm
  6. Pete Says

    I like them and I’ve used them for months now. It is true that their customer service is lacking. I’ve realized that if I get a CS rep I can’t understand, it is often better just to kill the call and dial again. Other than that though they stand out well above the other prepaid carriers.
    I’ve noticed though that NET10 seems to pull a lot of aggro on prepaidreviews. I’ve never seen many complaints about NET10 anywhere else, and I’m a regular reader of several consumerist sites. Makes me wonder…

    Posted on May 25th, 2010 at 8:38 am
  7. Keith Shanok Says

    Worst customer service I have ever encountered. If you can understand the Indians on the other end, then their system of making things right is so time consuming you might as well forget it. I would never recomend this service to anyone. That includes Tracphone and probably Straight Talk.

    Posted on September 1st, 2010 at 12:17 pm
  8. ryan Says

    ill never buy anything from this company again.

    how about your company stop being cheap and upgrade your customer services and the computer system and bring it up to the 21 century.

    Posted on February 17th, 2011 at 9:12 pm
  9. Victoria Says

    I’ve just spent 2 extremely frustrating days trying to activate a Net10 phone ordered from their website (my first Net10 phone malfunctioned after 2 mo). I spoke w/7 foreign reps-one of whom YELLED at me because I couldn’t understand him! The end result is neither phone works now…I am totally without a phone & will have to buy a third phone in 2 months!! Trust me…NEVER AGAIN!

    Posted on March 18th, 2011 at 9:50 pm
  10. Al Says

    Net10? Hahahahahahahahahahahahahaha!!!!!!!!!! My Net10 phone makes a great paperweight. I can text on it but talk? Forget it. The only place I’ve found where you can actually use it as a “phone” is the Wal-Mart parking lot. Customer service put it throught several “tests” and told me there’s nothing wrong with my phone or service. Gee Net10, then why can’t I carry on a conversation with it? HORRIBLE HORRIBLE HORRIBLE… But a good paperweight.

    Posted on April 21st, 2012 at 11:10 pm

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