I ordered a new phone in July. By early September it no longer powered on. I requested a return. 2 weeks later, I received a shipping label. They want me to pay the shipping. Um, I'm sorry, but this is your defective product. You pay the shipping. On top of this, their shipping label went to my Spam folder. That's somewhat on me. However, I have checked my status on their website at least 3 times since the email went to my spam folder. The website did not give any indication that I had to do anything. This is my chat message with their agent. Keep in mind this was not my first chat, and this was not my first attempt at resolving the issue. The only things I have taken out are personal information: First, the TLDR version: I am going to check the status of the SIM card replacement Me 12:55 How does a sim card replacement solve this issue? Me 13:09 I guess that is it. Is there any way for my to track this replacement phone? Julissa 13:10 It is a SIM card replacement Full version: FoxBot here. I can answer hundreds of the most common questions. To get started, type in a few keywords or choose one of the topics below Me 12:41 I don't understand ... I bought a phone in July. It stopped working over Labor Day weekend. FoxBot 12:42 I'm going to pull a customer care human into this. One moment. You have been transferred to: Julissa. Julissa 12:42 Thank you for contacting Mint Mobile Customer Care, My name is Julissa P, Please allow me one moment while I review your previous interaction so that I can better assist you. Me 12:42 I requested a replacement. Mint Mobile sent me a shipping label. Apparently I am supposed to find a box and pay for shipping? Julissa 12:44 Hi, I will be more than happy to assist you Julissa 12:44 You dont need to pay for shipping :) Me 12:45 So, how do I ship the box back? And now I have been more than 2 weeks without a fully functioning phone Julissa 12:45 Did they ask you to send it back to us ? Me 12:46 Please click here to print a return address label that must be attached to your package: link to personal information redacted Julissa 12:48 Thank you Julissa 12:48 Name Redacted you dont need to return a package to us Julissa 12:48 When did you ask for the replacement ? Me 12:51 I don't really understand what I am supposed to do. Mint has not been clear about that. I received a phone that started working about a month after I got it. I requested a replacement somewhere around September 6 - 8. I have checked on the mint website multiple times in the last few weeks with no status changes. Then, I found out I received an email 2 weeks ago to my spam folder. That email had instructions for sending my phone in. The instructions are basically just a shipping label (that I have to pay for) and a bunch of warnings about things that are not refunded. I don't know why I am being asked to pay for the shipping label, and I do not know why I have to provide a box for a defective product. Julissa 12:54 Thank you for sharing that information You dont need to send the phone back to us I am going to check the status of the SIM card replacement Me 12:55 How does a sim card replacement solve this issue? Julissa 12:56 Can you provide me the issue to check what a new SIM card is required ? Me 12:56 My issue is that I received a phone on July 6. On September 6 it stopped working. It no longer powers on Meanwhile, Since September 6 I have not been able to use the phone that i paid for. Julissa 12:59 Thanks Julissa 12:59 I am sorry to hear you have some days without using the service I am going to send you a replacement for you to receive it as soon as possible Can you provide me your full address to send it ? Me 12:59 Name and Address redacted Julissa 13:00 Thank you so much Julissa 13:00 and is it the address where you use the service ? Me 13:00 yep Julissa 13:00 Thank you so much Was your service working fine before with your phone ? Me 13:02 it was fine until the phone stopped working Julissa 13:02 Thank you so much . The replacement has been created , you will receive it as soon as possible . Before you go, Please dial *#06# and provide me with the IMEI. Me 13:08 I don't have the phone on me. Sorry, I don't usually carry dead phones around with me all day. Julissa 13:09 Not problem , Once you get the SIM card you can verify if it will be working fine :) Julissa 13:09 I am happy to assist you today Is there anything else that I can help you with today ? Me 13:09 I guess that is it. Is there any way for my to track this replacement phone? Julissa 13:10 It is a SIM card replacement Me 13:10 How is that going to help the situation? Does a sim card somehow power a phone on? Julissa 13:12 Oh I though you mentioned A SIM card , in this case yes you need to send the phone back to us and we will accredit the money back to you , in this way you will be able to get the new phone Me13:12 What? So I do need to print the shipping label, buy a box, pay for the shipping and then I have to hope that it might work out for me? Julissa 13:14 For cellphone orders, please fill out the Refund / Return Form using this link: https://phones.mintmobile.com/RMA.html Me13:14 I already did this! Julissa 13:15 Nice , you dont need to pay for the shipping , Did you complete the form ? It will be for free :) Me 13:16 That is not what my shipping form says That's okay. I have disputed the charge with my bank. I will let them handle it from here. Julissa 13:17 Once you send it back you will get the credit :) I am happy to assist you today and we do apologize for the inconvenience . Is there anything else that I can help you with today ? Me 13:17 No, I will be canceling my mintmobile service when my current plan ends in October Julissa 13:18 I am sorry to hear that , Have a nice day Me 13:18 I have used mintmobile for more than 3 years now. This customer service is awful!!!! Read You rated our customer service as good. You rated our customer service as bad. Julissa 13:19 I am so sorry to hear that You left the following comment: This is the worst customer service experience i have ever had (not just this person, but all of mintmobile). I have disputed the charge with my credit card company. I have canceled all future mintmobile purchases. I used mint for a little more than 3 years. This was absolutely atrocious. You have closed the chat. Was your inquiry resolved during the chat? No Start the chat again
User's recommendation: Just don't use mint mobile.