Red Pocket mobile asks for feedback

Red Pocket (MVNO mobile carrier) sent an email asking for feedback after the 1st month of service.

cut / paste of my response


I hope a human reads this.

  1. RP took my mailing address during signup then shipped to my residence address where I do not receive mail. If you aren’t going to ship to a mailing address then why ask for it?
  2. when reshipping the SIM to my actual mailing address RP shipped the wrong SIM (gsmT rather than gsmA I asked for). Even though T is MUCH less useful to me as a traveler I activated gsmT to avoid further hassle.
  3. RP let my Broadband Benefit account expire after 30 days instead of auto-renewing. Luckily I had access to wifi and could get chat support (who did a good job, btw).

Get it together. Right now I don’t think I can in good conscience recommend RP to others.


show and tell

This pic shows both the unwanted gsmt and the dead account when it didn’t renew:

RP fsckup

I think the company shows promise (particularly for cost-sensitive customers) but IMO they have many bugs to work out of the automation.

but wait, there’s more!

[added July 21]

RP just emailed and said “refer folks and get a break on your bill”:

refer 'em

I have no bill and don’t intend to recommend anyone to RP but I’m a curious type of guy. Their automation screwed the pooch again:

nope!

They know who their EBB customers are, so why email them?

Get. It. Together.

and yet more!

[added Aug 21]

Monthly renewal failed again (“airtime expired”), requiring tech support to get it turned back on. I guess this will be a monthly thing.

It’s too bad. RP has a feature I’d like to leverage. They allow multiline discounts on different carriers. With the discount I could get 10GB of Verizon with 10GB AT&T backup for $50/mo. But I don’t trust them enough to pull the trigger.

[added Sept 12]

Monthly renewal failed yet again.

[added October 12 2021]

Monthly renewal failed yet again.

[added November 11 2021]

Do I even have to say it?

[added December 12 2021]

Failed again. At least they are consistent.

I posted about it on twitter and @RedPocketMobile DM’ed me to ask for more information. I had minimal confidence it would make a difference. But not only did they look into they actually fixed it. Then followed up to make sure it worked and contacted me to verify. Well done, @RedPocketMobile.

The irony is that the EBB program is going away and will be replaced with ACP:

National Lifeline Accountability Database (NLAD) enrollments into the Emergency Broadband Benefit (EBB Program) will cease on December 30, 2021 at 6 pm EST. The EBB Program will transition to the Affordable Connectivity Program (ACP) on December 31, 2021.

… so this victory may last exactly 1 month. I’ll keep you updated.

[added May 9 2022]

Monthly renewal failing again. Chat support unavailable: “Sorry! Looks like all our Red Pocket Live Chat Experts are tied up at the moment.” Won’t even put me in the queue. Emailed support@redpocket.com per the brain-dead chatbot.

Update: no action on email ticket in the morning, as expected. Got into chat with 17 in front of me. After about 35mins got a rep and pasted in my oft-used description of the problem. Chat crashed and I couldn’t get back in for some time and that session was dead. But to my pleasant surprise the rep got it done.

Update: RP finally responded to the email ticket 5 days later:

We apologize for the delayed response and if it took longer than you anticipated.

Ya think?

[added Jun 9th 2022]

Failed again. Hey, how about you break people’s accounts when CS is available to fix it? Or maybe have a dev look at why the automation keeps failing?

Made email ticket, twitter DM, twitter post, and reddit mention of /u/redpocketcs. I am getting cranky.

update: spent a half-hour in chat watching the queue drop from 34 to 29. Somebody (likely the twitter or reddit team) got it fixed. See you next month.

Update: email ticket answered (and closed) on the 11th.

[added Jul 8th 2022]

You guessed it. Failed again.

[added Jul 13th 2022]

@RedPocketMobile has been DM’ing me with clueful interaction, and advised they escalated the issue. We will see.

[added Sept 7th 2022]

Escalated fix worked for precisely 1 month. Back to failure today. Starting to think these guys need an FCC complaint for charging the feds full price for the EBB/ACP then not delivering the full pull.

comments

twitter comment thread for this post

Updated: