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Heat on backorder


Jul 18, 2008, 3:23 PM
I am new to helio. I set up service for an all in family plan for 4 lines at 1000minutes a month. I got all heat devices. The credit check was fine and I was all set. The devices were free and there was no up front activation fee and there were no taxes or nothing. All was great. Until we didnt receive a tracking number. We set the service up on July 10th. We were told with the free ups shipping that the phones should arrive wednesday or thrusday and to keep our eye out online for the tracking number. Well we did and it is now friday and no tracking number. So after about 30 calls to the 188 number and getting abou 25 of the 30 people who clearly didnt speak much english, we reached the service department so they could track down our order. ...

Jul 21, 2008, 11:28 AM
Did you order your phones from Helio.com?

If you let me know where you are I could send you to a Helio store either online or traditional catered to service you area.

Heats are available with all the stores I deal with.

Jul 21, 2008, 10:01 PM
No I did not order them from helio.com. I couldnt because I set up a family plan. Today is monday the 21st and we ordered the phones 11 days ago and have yet to get a tracking number. I called and they said to just wait...again. I am trying to get them some how some way but have had no luck. If there is a way to get the order cancelled and for me to get the phones free of charge (because thats what I payed when i got them for setting up a new contract) then i would do it. But they said I couldnt go to the nearest store and get them because they cant just cancel the order. I hope i get them soon!

Jul 23, 2008, 12:56 PM
Where did you order the phones from then? I dont quite understand that fact that you have been waiting so long for your order to come in and yet cant cancel on something you haven't gotten in the first pace.

Helio is ESN based they can't complete the activation without the phone, therefor if they haven't received the phone, all they need to do is hit cancel on their keyboard. I'm guessing its them not wanting to lose a customer/activation, but they have to know when to let go, and that should have been at the 7 day mark. If you cant get a phone at the seven day mark, you should let the customer go.

Its not fair for you. Customer is king.

Jul 23, 2008, 10:24 PM
I ordered by calling 188-88helio. I told them I wanted to set up new service and they took it from there. I just got an email that said the following:
Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.

Member Help

Discussion Thread
Response (Trisha G) 07/22/2008 04:41 PM
Dear Axxxxx Xxxxxx,

Thank you for contacting Helio. I do apologize for the trouble you are experiencing. I have escalated this issue to our supervisors and they will look into what is going on with your order. At this time I show it is still processing. You should hear back from them within 72 hours. If you do not here back please contact us with ticket number ######-####...

Aug 21, 2008, 11:44 PM
I would just cancel you contract while you still can. better than dealing with it later and you hate the service

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