TracFone Wireless review: Need to replace tracfone

Called on Sunday October 15th and told them our problem that there was not a clear voice on our headset they had us do some different things to try to correct the problem. Told them that we tried hooking the headset up to a different phone and it was clear as a bell.Then they finally said they would send us a new phone and when the new phone arrived we were to call. There would be instructions in the new phone box on where to send old phone, We asked more than once that they would send us a new phone and the customer rep said YES. We called on Friday October 20th to check on the ticket number and they told us that the phone was sent and we should receive it in 3-5 business days. On Thursday October 26th we called to Trac fone to ask if the phone had been shipped and they transfered us to the escalated Dept rep named Ricky said no that we had to send the old phone in and then they would send the new phone to us. We told them what the first customer service rep said that a new phone would be sent to us and we should send the old phone back. We went back and forth for many minutes and that was the way it was going to be. Where is the customer service in this company!

Ricky took MANY TIMES to get vital information correct that we gave him!

I asked if I could talk with someone higher up and he said no that I would be told the same thing. They need to retrain the original rep to tell customers the right information.