I created a "My Account" web page on Dec 15 and registered my new Net10 phone through it. But, a few hours later, after logging in, I found that the page had no information regarding either my phone or "account".
I thought I was getting this resolved this past Thursday after 1 week of reporting the problem to Net10 support, trying to address and report the issue in this Forum but having to play the 5 post jive game to respond to a Moderator's PM and finally getting handed off to Tracfone and 2nd tier Support.
But.... yesterday I received 3 calls from Net10 asking me if I was satisfied by the way my last contacts were handled and that the case and ticket number that Tracfone 2nd tier Support had given me had been closed and marked as "resolved".
Of course, since I still have the issue, I told each person I was not happy
with the way this was being handled and asked why the heck the ticket was marked "resolved"? I was told that because Support could now log into my "My Account" page that they had considered the issue fixed, but since I said that I still could not, they would re-escalate the issue.
I was incredulous and told them that I had no problem logging into "My Account" and once again reported that THE PROBLEM
was that there was no account information there... only a yellow triangle with a black exclamation mark in it, the word "Success" and a "Add phone" button!
Now... I consider myself a fluent American English speaker and have a history of being able to adequately explain a "issue" in a understandable way. I have also moderated a very large Forum and dealt with user feedback of a technical nature while also doing QA testing for the Forum's main site. I have described and re-stated my issue as simply as possible at least
30 times to Support since Dec 15... and to me... it's unthinkable that there is a thought that my issue is one of not being able to log into "My Account"!
So... in order to help telephone "Support" understand my problem, I've attached a screen shot of the "My Account"
page to this post (see below). Hopefully... the next time I speak with someone I will be able to point them to this post. After all... the old adage of a picture being worth a thousand words often remains true. Da Edit:
Added a second screen shot showing what happens if you click the "Add phone"
button on the "My Account"
It's amazes me that Net10 Support appears to have no way of receiving screen shots concerning web issues (as per a current discussion with a Support rep). Recently I had a issue with my Skype.com account concerning problems deleting a specific credit card that was no longer valid. I spent 15 minutes with Online Chat in order to report the problem and supplied 2 screen shots of the error pages that were requested and emailed to them. Within 24 hours the issue was resolved. I have to wonder why if Skype.com .... and every other web site on the internet... can handle screen shots... why can't Net10?Sami