I’ve been an RW customer for a month now, and so far it’s been a major disappointment.
For starters, my cell coverage at home is not very good at all, despite RW’s coverage map appearing otherwise. However, I was willing to be patient about that issue, as I live in a very rural area and figured maybe they can switch me from GSM to CDMA and see if that makes a difference.
Then, 2 weeks into my new service with RW, I realized in the middle of a work trip that I am no longer recieving text messages. For a little context, I was in a Chicago airport when my phone stopped receiving texts. Over the past week, I have been in a variety of envionments: urban, rural, roaming, not roaming, on various wifi connections and celluar towers.
It’s been frustrating enough to not recieve text messages for the last 2 weeks and a half, but I was not expecting to be this disappointed with the customer support; since opening a help ticket, I’ve recieved lackluster responses every couple or few days with no real updates on what to expect or when I might recieve texts again. Emails from the RW Help Team contain (what seem like to me) generic comments and suggestions, not specific to my problem, which makes me feel as if they’re not really reading my responses. On top of that, they’ve asked twice for phone numbers and service providers of those I’m not recieving texts from. So, they expect me to call friends or employers, ask them to send me a test text message and ask who their service provider is?
I’m mostly concerned about any work or family related texts that I may not be getting. I’ve had to call or email people and tell them I’m not recieving texts right now, and they say “You gotta get that fixed.” So, its now 2 weeks later, and RW has told me they are sending a CDMA simcard. So I guess we’ll see if this helps.
Maybe it will help, and maybe I’ll never have this issue with RW again, but its not a good start. I’ve been very tempted to just switch over to one of the big 4.
Also, I never do this (online reviewing thing). But I just needed to vent somewhere. This is my first step into the smartphone world. I’ve been researching providers for the last several months and decided to jump from my 10-year AT&T prepaid phone plan to RW and wasn’t expecting to have this experience.