The reps who handle SafeLink's customer service aren't at fault. They're low-wage workers trying to make a living in a terrible work environment.
They handle calls politely and professionally and do the best they can with the tools they're provided. This is the problem: They aren't given any tools. My experience has been the same as numerous other pissed consumers: Transferred from one person to another none of whom is ever able to successfully solve my problem. I, too, have been "assured" the problem would be fixed in 24 hours, and it wasn't.
The fault is with whoever manages SafeLink's troubleshooting operation. It's broken and needs repair. There's no reason other than poor management for problems to go unresolved, repeatedly, day-after-day. It isn't fair to take out frustration on people who are powerless to change things at SafeLink.
It would be fair to tell someone who could change things just how unhappy many customers are. But finding the person or people with the authority to make effective changes hasn't happened.
Product or Service Mentioned: Safelink Wireless Technical Support.
Reason of review: Poor customer service.
Preferred solution: Let the company propose a solution.