Customer tricked into 2-year contract

We’ve got word from the Consumerist that some poor, naive Helio customer got duped into a 2-year contract with Helio. We all firmly believe that the MVNO fad is just that – a fad. But that doesn’t excuse Helio’s ridiculous customer service policies.

This guy was talked into signing a Helio contract by a Helio representative who told him that he would be getting into a 1-year contract. With a classic bait-and-switch maneuver, this poor sucker was unwillingly forced into a 2-year contract.

Repeated calls to Helio resulted in a $20 service credit and a “promise” to deal with the Helio rep. Right, that totally seems fair.

Typically, I thought start-up companies liked to KEEP their customers, not lose them. Coupled with some of the other things I’ve read, not to mention the coverage isn’t great, I really think Helio is destined to go the way of Amp’d Mobile.

We couldn’t have said it better ourselves! MVNOs are going to the way of the mullet – and it’s about time!

[Via: Consumerist]

About The Author

Will Park

Will hails from The City of Angels - Los Angeles, California. He spends his time playing with his numerous gadgets and looking forward to seeing what future holds for mobile technology. An avid promoter of a fully "digital" life, he promotes the widespread adoption of truly mobile, paper-less living. He dreams of the day when he can go completely digital. No more snail mail, paper receipts, bound books, notepads/spiral notebooks, credit cards, hard currency. He's a digital warrior - fighting for the converged life. He is an idealist and a realist - he has a perfect view of what the world should be but knows that the world is not perfect. Can we ever hope to see Will's dream become reality? We'll see...

Will Park

My sentiments exactly!!
Helion

Get on board or get out of the way! Helio is here to stay!

Obviously you all and the jackoff over at Consumerist are just jealous of Helio capitalizing on the American dream before you could, hence your slanted little website.

What’s a matter – Amp’d didn’t pick you for one of their commercials? Lemme guess – you support Mr. Bush as well.
Will Park

While I completely respect your position, opposing viewpoints are fully welcomed – I firmly believe that MVNO’s are on their way out the door. Helio is riddled with debt and there is no light at the end of the tunnel.

Helio is capitalizing on the American dream, but only for the executives that get shamefully high salaries while their company just accumulates more debt – what does the consumer get? Subpar service and worse customer service?

And, politics is a whole other matter, but I’d like to get on the record and say that I don’t support Little Bushie.

(Amp’d was never an advertising candidate, we have bashed Amp’d since day one )
SouL

One thing that actually differentiates Helio from other MVNOs is that it is owned by SK Mobile. And SK Mobile has been trying to tap into the US market for years. SK Mobile isnt a small fly by night company either. One of the biggest cellular companies in all Asia, their pockets run deep. They dont expect Helio to be profitable until 2009 which should state they are in it for the long haul.

As far as customer service goes.. Its no worse than AT&T or Sprint customer service. As far as someone being “duped” into a 2 yr agreement, has that person ever thought about ACTUALLY READING WHAT HE/SHE WAS SIGNING?!?! Come on people, have some common sense. Big business will always try to do whats best for them even if it means leaving the consumer behind. But fact is they couldnt force him to sign anything. That person CHOSE to do so without reading the contract. Let it be a lesson to not sign things without reading them. MORON!
tristan

Let’s say there are 2,000 individuals selling Helio. One of them says something about a 1-yr. contract. This article, then, wants to crucify the company over that. Seems a little overboard to me, as if this person has an axe to grind.

I agree, though, that if a customer is claiming this happened, then Helio should simply let them out of the friggin’ contract, without an early termination fee. If it’s true that they only gave a $30 credit, then that’s ridiculous. With or without proof, if a customer claims this, then Helio should give them the benefit of the doubt and just let them go.

I’m a Helio subscriber, though, and the salesperson explained clearly that it was a 2-yr. contract, AND customer service has so far been pretty good.

Also, regarding coverage, I was told (and then verified by researching online) that Helio rents from Sprint/Nextel’s towers, as well as from Verizon’s towers. As I expected, then…. my coverage has been excellent, so i’d have to disagree with that claim in this article.

Maybe the MVNO model is a fad, but then again, maybe MVNO’s will be successful. I guess there are always groveling complaining naysayers…. On the other hand, there are plenty of industry experts writing about the potential ways that MVNO’s can be successful, though it’s a crap shoot.
Will Park

It’s my understanding that the guy signed the contract over the phone, so there was no real signature or even a contract to read – the Helio rep. verbally promised a 1year contract and tricked him into a 2year contract.

Since when is Sprint or AT&T customer service practicing a bait & switch over the phone? How does the fact that a Helio rep can straight lie to you over the phone to sign a contract reflect on the company itself. Granted, people are people and you can’t control your reps, but at least give this guy a break and let him out of his contract!

The fact that SK is pushing Helio doesn’t hide the fact that the company is buried in debt. ESPN was backing the ESPN Mobile MVNO and it still went belly up – deep pockets don’t always lead to success, sometimes it just leads to deep debt
tristan

Willpark says that Helio is riddled with debt. Except that Helio (Earthlink and SK Telecomm) EXPECTED to be debt-ridden at this point, and as the other poster wrote, aren’t projecting profitability until 2009. Therefore, willpark doesn’t seem very knowledgeable or credible.

What are we, spreading rumors in middle school? come on, willpark, why spout negative disinformation? Be fair, and….do your friggin’ homework before posting.
Will Park

Well, first, thank you for your kind words

Second, I never spouted any disinformation. I stated that Helio has lots of debt right now – never mentioned that they are EXPECTING to be profitable in a couple years, but on the other hand, I never said that they would NEVER be profitable.

It is my opinion that Helio is a done deal, having tried out their service and phones (my friends is a third-party dealer, Helio is one of his carriers). How is that a rumor?

Helio may be EXPECTING profits, but I BELIEVE they will be disappointed.
SouL

Its so funny how serious ppl take all of this. First off, when you go into contracts over the phone, the call is recorded. SO if he did it over the phone then all the proof he needs about being lied to will be there.

As to willpark, why are you so adamant on MVNOs failing? Last time i remember, more competition all around in business was better for the consumer. IF you dont like helio, dont sign up and dont use it.

Ultimately I agree with tristan, it sounds like one person was treated unfairly or has at least presented it as so (since we cant hear from helio on this issue its completely one sided) and people took to slammin the company and such. Its kinda retarded.
Bill

_prepaid_ MVNOs aren’t going anywhere, thankfully.

Verizon has the best coverage in my area, but Inpulse is a poor deal for low minute use.

Instead, we use Page Plus, a prepaid MVNO running off Verizon’s network.
matt

Simmply,

Good phones and BAD-UNTRAIN-NOTHAPPY Customer Services.
Yep..The commerical is absolutely right.

“Don’t call it phone and don’t call it phone company”

May be they are telling us the TRUTH.
Will Park

Well put
Nate

Oh wow, a cell phone customer made to sign a 2 year contract. How rare. Come on quit ragging on Helio. At least they don’t force you into a new contract every time you want to change your plan.

As for the MVNO “fad”. Um, ever hear of Virgin Mobile? They are a worldwide financial blockbuster.

Yes, I proudly confess I am a Helio customer. I have unlimited minutes, and unlimited data, and can get service on Sprint, Verizon, or Alltel’s network. Needless to say, my ‘MVNO’ phone wipes the floor with y’all.
Nick

Helio will eventually die, just like Amped. Its like the difference between buying a house and renting a house. If you buy it, eventually you will be only making money. If you rent it, you will always pay for it, forever. That is why even if Helio does get successful somehow, it is still just a fad.
Mellee

Happiness guarantee??? Not hardly…I opted out within the 30 day, returned the phone and they “requested” a refund check be issued. It may take from 3 to 50 business days. Glad I found out how much they suck before it was too late. Ocean whatever — my iPhone is awesome.
peter

I cancelled my contract. Now for the difficult part returning my Ocean so I can get a full refund within 30 days. According to the email sent confirming cancellation I only have 30 days.

Here are my notes, apologies for the long post:

Sunday 16th of September 2007

confirmation number for cancellation of contract within my Happiness Guaranteed period: 15058241

RMA#:10000052841

I was told a text message would be sent. non was .

spoke later to gabby 63117:

Found out that my indeed my account had been cancelled. Also confirmed that as I had a membership plan no outstanding fees would be charged except
for music or such. I had not bought any. I was told that the RMA package takes a few days but would arrive soon.

Received email of cancellation.

=====================================================
Tue 9:20 18th Sept. call to see when or if my RMA package will arrive.

They cannot look up my info as my account is closed!! The confirmation number and RMA number is meaningless. I give my SS and birthday.

A nice rep called Kearsten 631482 then tries to find info on me. She cannot find any information at all except account is closed.

I then ask her to find out when my RMA labels and box will arrive? She is then told that no box has been sent out. So with apologies labels, no box will be sent but it will take 2 weeks.

I say this is ridiculous as even by mail it can only take 7 days assuming you sent it package class. She cannot help me and really Kearsten is following a script/orders.

I then ask to speak to a manager.

======================================================

chris 631211 manager comes on the phone around 9:50. I am trying to see if they can send labels earlier than 2 weeks. I express concern about being stuck paying for equipment as the cancellation email states I’ll be charged for the phone if I don’t return it in 30 days.

Chris puts me on hold. Comes back: Now says that it will take 4 days. I ask for tracking # as it is being sent by FedExpress. I ask for a tracking number. He gets back to me and tells me that it’s not been given a tracking # yet… even though it was sent out on Monday, at least as far as I could understand him.

Does not have land address for returns. Claims corporate address will only be given if I request vial email. I say it takes 5 days or more
for there to be a reply.

The number of our conversation on Tuesday 18th of September was, 3000200963.

I still have no confirmation when the RMA box will arrive. I still have no confirmation if my RMA is the real RMA or not. Just found out their corporate HQ address buried in the agreement on-line and tried the telephone number, as expected it is not in service!!

I’ve never dealt with a solvent company that has a contact number on their on-line agreement that is out of service.

I’ll get my money back as I bought it using American Express. I do however regret having anything to do with Helio. I am not the first customer to have had problems returning their phone on cancellation. Helio clearly does not have the cash flow to expedite this, even when it is clear that I will pursue a formal complaint.

It must be horrible to work for Helio at this time. I am not the onlyperson who is not happy with their Happiness 30 day guarantee but I really don’t want to have to fight to get an address.

I’m sure it will work out well. However Helio really dropped the ball by losing all my information.
Ivan Garcia

OMG!THE SAME THING HAPPENED TO ME BUT I WAS TRICKED INTO A LIFETIME CONTRACT AND FREE UPGRADES FOREVER!
Chris

I mistakenly ordered a Helio from their on-line website, and decided to return it by refusing the FedEx package (as instructed by Helio).

By doing this I would assure myself their money back guarantee, since the phone would be returned within 30 days.

I talked to 6 different people from the help desk and billing department, and got a different story from ALL OF THEM! Finally, someone told me they would give me the credit back onto my credit card the day they got the package back at the company.

So, I tracked the package, they got it … I waited two days … no credit placed back on my credit card. I called, asked to talk to employee such and such, they said the company was too big for them to find any one individual, and that they could help. I told them what happened, and what I was told, and this person said, “Uh, no. You have to wait 5-6 weeks to see any refund. I said, Why? I don’t have you product or use any of your services. How can you charge me for something of yours that I don’t have or use? “That’s just how we do things here”, they said.

And I said, Oh. I see. It only takes you five minutes to charge my credit card electronically but takes 6 weeks to electronically credit back the charge. That makes sense (sarcasm).

A week later, I called to see where things were at. ANOTHER employee told me that my account was never cancelled, that I had forgotten. I told her I had cancelled it the day I had ordered it! She said, yeah, you’re right, that’s what it says right here in your record. But, since it didn’t get done and I’m cancelling it for you know, that will add another week for your refund to come back.

HELIO SUCKS!!! DO NOT TRUST THEM WITH YOUR MONEY!!!!
DA DON

WELL, i went from tmobile sidekick 3 to helio ocean… i was specting the sidekick lx and i loved sidekick but then when it came out i saw sidekick lx have the same crap that the sk 3 have, so i got really mad about it and did some research and i found the helio ocean. i like it alot and is only 99.99 for unlimited every.. the only i dont like is the customer service… there is a lot of stupid people working there… and they do lie to get u in contracts.. i know a lot about phones and i know the features i was looking for. when i spoke to customer service to find out more about the phone i asked them a lot of stuff about the phone and they told me the phone could do it but it cant at all. but is good i like helio so far no complains, i like the service and all that.. but customer service, to tell you the truth they are all clueless about everything and i think haft of them are mentally disabled literally!
Andrea

I have to agree with one of the people that posted. READ what you sign. If you were thinking of getting it before you went in you could have researched on the helio website. It clearly state 2 year commitment in the terms posted on the website. So to down the whole company because you cannot read is wrong.

I just got the ocean package for $169 from City Cellular on Ebay. One of the best deals that I have seen. Plus unlimited minutes for $99. Even if it is a fad it is a good deal for the moment. If you want to know the features of the phone go to the website or watch a demo on youtube.
April May

HELIO IS HORRIBLE! DO NOT GO W/ THEM! THEY MOVED THEIR CUSTOMER SERVICE FROM AMERICA TO THE PHILLIPINES! THEY WILL RIP YOU OFF! HERES MY STORY……..

So I signed up, everything seemed cool, but then……

*My first phone broke! It was an absolute nightmare to get a replacement. When I first called the guy on the other line told me to call device protection, which wouldn’t be open till monday (it was saturday). I finally called them, and they told me the Helio rep was crazy and that it was under 30 days, so it was helios problem! I called Helio immediately and they kept wanting to do technical support on it. But the internal screen was leaking ink! I COULDNT SEE ANYTHING! I didnt have an alternate phone to call them from, but they insisted to make me call them from another phone. I asked them “DO YOU WANT TO GO DOWN TO THE CORNER AND USE A PAYPHONE?!?” They responded w/ “Well, thats another line. We need you to get off your helio device so that we can troubleshoot it” THERE WAS NOTHING TO TROUBLE SHOOT! YOU COULDNT SEE THE SCREEN! THE Screen was cracked internally (how i dont know, i’d only had it 3 days!) i finally hung up frustrated and called back the next day (w/ my ex’s crappy at&t phone, which i had to stand in ONE spot, so i wouldnt drop the call). I explained to the gentleman my problem. He was like, if you cant see the screen its pointless to troubleshoot and sent me out a phone and gave me a $100 credit. The niceness ended there.

So I got another phone. low and behold. THAT ONE STOPPED WORKING (these are the heats by the way). I had my phone w/ t-mobile for 3 1/2 years, it was a relic, and i beat that thing up BUT IT NEVER STOPPED WORKING! Anywho, i dealt w/ them for another week, trying to get another phone!

At this point, i had been w/ helio 30 days, but only had a phone for about a week of time

So, now i’m on my third and final phone (which no longer rings or vibrates), and now the billing drama begins ( i had billing drama in the beginning as well, but it was resolved sorta). Now I am being charged for the 2 phones, I RETURNED. Late fees for a failed auto bill pay, that their system F*ed up!

*I signed up for auto bill pay in november, never happened! The guy didnt process it fully. Bill went past due, phone got shut off! I resigned up again for auto bill pay early Jan. I was told My dec 20-Jan 19th bill would be taken care of by the auto bill pay, guess what, DIDNT HAPPEN! I checked my account on Jan 20th, and noticed no pending payment on my bank account. I called helio….and heres what happened”

Heavy Accented Rep: Thank you for calling Helio, my name is ::Name inaudible:: How can I assist you?

Me: Yes, hi um I am signed up on auto bill pay, and I was told my dec 20-jan 19th bill would be taken out today. Yet i dont see a pending payment in my checking account. Also, i keep receiving text messages saying my payment is late. Can you please tell me whats going on?

Heavy Accented Rep: Yes, ma’am, let me just verify your information….

8 minutes later……after he FINALLY GOT MY NUMBER RIGHT, and all my info

Heavy Accented Rep: Let me look into your account, may I place you on hold please?

Me: Sure

16 minutes later (w/ no check backs remind you)………….

Heavy Accented Rep:: Yes Ma’am I see you are signed up on auto bill pay and your payment will be deducted in the next couple days.

Me: What about the text messages i’m receiving about my account being late.

Heavy Accented Rep: Just ignore those. They are system generated and we cant control them. Your account is in good standing!

ME: ARE YOU SURE?!? I will have no service interruption? (I have been lied to soooo many times)

Heavy Accented Rep: Yes Ma’am. Everything is fine, your phone will not be shut off.

Me: Okay (w/ skepticism in my voice) Thank you

All the end of call crap……….

6 Days later……..My phone was shut off due to non-payment!

After 8 reps, being on hold for over a total of 3 hours, including call in time (it was a 10 minute hold time, everytime i called in)

Nothing got resolved. I was hung up on twice, On one call i was even told that the system was down and I had to try back in a half hour! This was on my 3 attempt to get this resolved, an hour and a half into it! I even had a Supervisor tell me, that it was my credit card that was messed up, not their system! I also had one rep tell me that my card was not on file, and another who said it was. OH OH OH, I forgot the best part, they all said that call i made on Jan 20th never took place. They couldnt find Any such call in my account!!!!!!!! 7 reps, who all put me hold for over 2 1/2 hours couldnt find it

So, lets get to the best part! The 2nd to last rep i finally talked to, low and behold FOUND THE CALL! AMAZING! She said i;m gonna go talk to my superior and see what can be done for you.

10 mins later

Another Heavy Accented Rep: I’m sorry ma’am he said theres nothing we can do. You must make a payment in order to have your account restored. YOur account is set up for auto bill pay on Feb 9th.

Me: My bill is due the 19th of every month, why would it pull on the 9th?!? Thats your guys problem. You should reinstate my phone till the 9th, since thats the payment date you set up for it!

Heavy Accented Rep: No ma’am, the 9th is when your auto bill pay will start.

Me: Can I speak to your supervisor please?

Heavy Accented Rep: He’s in a meeting and he keeps getting upset that I am bothering him

Me: A MEETING IS MORE IMPORTANT THAN A CUSTOMER?!?!?!?

So i ended up paying my bill, plus the late charge, or my phone wouldnt of been reinstated.

Anywho……I was told over and over and over again that my dec 20-jan 19th bill COULD not be covered by the auto bill pay! The previous SUPERVISOR who signed me up made a mistake in telling me so. SO heres the kicker! I received a helio invoice today stating statement date Dec 20th-Jan 19th set to be paid by auto bill pay on feb 9th!!!!!!!!!!!!! AHAHAHAH So ya, this is my helio nightmare, Oh btw, the helio bill that is to be charged is for 596 dollars! Which i already paid 144 of (thats my bill every month) but i am being charged late fees and phones I dont have.

I am going to the FCC and the BBB and Thanks to Jason Harris for that number, I called today and left a message!
Helio Hater

Simply: Do NOT sign up with Helio. read the nightmare stories above and those posted on MANY other sites.

My story is similar to the post above, except that my charges ran into the 4-figure range! Helio reps claimed to resolve my problems and upgraded my account, but never did. This resulted in insane overage fees, and reps and supervisors claiming, “I’m sorry sir, we have no record of your call…”

For the first time in my life, I feel compelled to file every lawsuit and claim possible. Does anyone have any resources or recommendations on what agencies I can contact?

Peace to you all.
Andrea

If you would have gotten the unlimited plan you would not have had to upgrade. I love my helio.
Sherri

Helio aspires to suck. Their customer service is beyond atrocious. I cancelled one of my two lines and a few months ago and was told that since I was keeping the other, they would waive the early termination fee. Instead, they decided to tack it on to my husband’s phone (despite the fact that they are two totally separate contracts). They have also disabled my ability to make a payment online.

I made a payment on the 4th..today, they suspended my husband’s service. They can’t pull up any information because “our system is down”, but they can sure send me a “Customer Satisfaction Survey” via email.

Guess we will owe an early term fee…they are fired as of today and my husband’s new Voyager will be here tomorrow, as I just added him to my Verizon account.

Screw you, Helio!
FuckHelio

Helio is a complete joke everybody associated with that company can go FUCK OFF.
youallsuck

LOVE MY HELIO. NEVER HAD A PROBLEM WITH DEVICE PROTECTION AND GETTING A REPLACEMENT. NEVER HAD A PROBLEM WITH BILLING. CUSTOMER SERVICE IS LACKING BUT IT SEEMS THEY HAVE BEEN GETTING BETTER COMPARED TO THE FEW TIMES I CALLED AROUND 6 MONTHS AGO. LOVE YOU HELIO.
David

Wow.. these are some terrible stories..

Here’s mine.

First nightmare:: I purchase a helio hero when I first activated my account (5/06) and it seemed to have been working fine. However, the earpiece was damaged a couple months later and I told them and they said they would send me another earpiece. About a week later, I receive a brand new cell phone. I was confused as to what happened and then I called. They told me to simply exchange the busted earpiece with the brand new earpiece and return the brand new phone back to helio.. I was like… uuhhh sure. SO I did. I switched the earpiece with the busted one and sent the brand new helio phone back to them. However, AND PLEASE DO NOT EVER FORGET TO DO THIS!!!!!*** I forgot to write down the tracking number for the package I sent to helio. Several days later, I called helio and they told me they never received a package. I told them that I had sent it via return fed-ex and that they should have received it. They claimed to have never received it and charged my account for $200.00 I was really upset. I was not sure what my options were. I dug into the trash to look for the invoice, I tried calling fed-ex for the confirmation number, and it wasnt until about a week of trying to sort everything out, that fed-ex was able to track down the confirmation number if I told them where it was sent, where it was going and an approximate date. So, I called the phone number that was linked to the package that I received, and that number was disconnected. I called another member care specialist and asked if they had another address/ phone number to where the phones are usually sent. He said that the information that I had [the incorrect information] was the information that he had. So, on one last desperate attempt, I called fed-ex and gave them the exact place where I dropped off the fed-ex box and an approximate date, and a list of 4 different helio associated addresses, and I was able to find my package! According to fed-ex, helio received it 3 days after I had sent it out. Fed-ex was very helpful and I was extremely satisfied. So then I take the confirmation number and call helio back. they credit my account and everything is nice and cheery… for now..

second nightmare:: I lost my USB data cable for the helio hero and I was never able to receive a replacement. Helio told me that I had to go on the online website to purchase one. I couldnt find one, so I wrote an email. The email people told me I had to call customer service and order one. What the hell?!? Long story short, I was never able to purchase a new usb data cable… so here is some advice to new helions… NEVER LOSE YOUR DATA CABLE FOR HELIO PHONES.. UNLESS ITS A SAMSUNG, IT WILL NEVER BE REPLACED!!!

Third nightmare:: the straw that broke the camel’s back:: So, I was able to get a sweet deal on a helio ocean on ebay, however it did not come with a USB data cable. So, I call helio and ask if I can get a replacement usb data cable for the helio ocean (after already having problems with the helio hero) and they suggest going to the online store or calling the customer service number. So, I do both. There are brief descriptions about the data cables, however they are not listed as for sale. I call the member services number and ask if they have any. A man who could barely speak english tries to look for a data cable. I spent about a good 10-15 minutes explaining to him what a USB data cable is because he didnt know. The conversation pretty much ended with a “Im sorry sir but we dont have any of those.” So, I am pretty upset at this point and I wanted to speak to a manager. The rep was persistent in trying to help me, by offering to call different places around my area that may sell the helio ocean usb data cable. SO, I figured, knowing that this guy is more than likely outsourced to india or the phillipines, his manager would probably get him into big trouble if he didnt do everything he could before bothering him.. SO I skeptically agreed. We called 13 different local cell phone stores that carry helio accessories and none of them carried the data cable. I was really upset and I asked him to speak with his manager and he said he would be right back. When he gets back to the phone, he suggests that there might be some in another department and transfers me over. At this point, I am sort of relieved… I am transferred to the technical support line and I speak to a guy who appears to be an american. He seems cool but he had no idea why I was transferred to him. I was pretty upset. He told me that he thought it was strange that the USB cables werent regularly sold on the site or through the phone. After a pleasant conversation with him, he suggests that I should give the helio retail store (The official one, I happen to live in san diego and there is one here) a call and see if they had one. I believed that given my prior circumstances, I could almost 100% guarantee that they wouldnt have one. I mean, if it wasnt in the computer system on the member support phone number or at the online store, how were they going to have it at the helio store? So, I look for a number and I call it. The number for my local official helio retail store (I say official because I dont want to confuse people with vendors who carry helio products) is a hotline explaining the hours of operation and thats it!! There was no way to talk to somebody from that number at that location!! Yes, I could drive there, but its a good 30 minute drive and I wanted to make sure they had some before I decided to drive up. So, I call the customer service number and they say that the number they had was the same number that I had. So, I am pretty pissed off at this point and I just want to be transferred to someone at that helio store. They say that they are unable to do that since their phone number is the same one that I had. I ask to speak to a manager and the man tells me in broken english that the manager is unavailable. I told him that I was willing to wait. He put me on hold and left for about 3 minutes, when he came back I suggested again that I wanted to speak to the manager. After 7 minutes of arguing with this guy about seeing a manager, he continues to try to convince me that I didnt need to speak to a manager. At this point, I am practically screaming for a manager and saying the word manager after everything that comes out of his mouth and he still did not transfer me over to a manager. He would not pass me off to a manager, no matter what I said!! Nothing I could have done could have transferred me over to a manager. Nothing!

ALl in all, I have been with helio for almost 2 years after leaving verizon with a sour taste in my mouth. But Helio really does suck, and although the helio ocean is prehaps the best device I have ever laid my hands and eyes on, its just not worth it. Helio sucks man, go somewhere else where they dont outsource their customer service to 3rd world countries.
Micah

OH WOW HELIO BLOWS LIKE NO OTHER

I signed up and the helio representative told me i would recieve 3 months of free service for compensation for cancelling my t-mobile account early… BIG MISTAKE they never freaking gave it to me. I went back to get my second bill payed (you need to pay the first one because it is pro-rated) and they told me to come after i paid the second months bill. So i paid the second months bill and came back to get the third month paid and they closed the store down in the mall -_- so i called customer service and polite as they were, they sucked at being helpful. So basically i just got screwed and tricked into a 2 year agreement with no compensation for switching to helio.
Rees

Hi, I am of course having problems with Helio and need the address in order to return my device. Does anyone have the actual up-to-date RMA return address?
AlexTheAwesome

All of these people complaining about problems are idiots. YOU CAUSED THE PROBLEM AND BLAMED SOMEONE ELSE FOR THEM.

People lie and misinform! T-Mobile dose it. Verizon dose it! ATT dose it!

Micah, you’re an idiot. What company would give you three months of free service?

David, stop breaking and loosing things. You’re an idiot.

fuckhelio, ha ha ha… oh wow.

Sherri, you canceled while you were in contract. Retard. What did you expect? A cancellation lolipop?

Helio Hater, try going outside… to a store. Oh wow… crazy.

April May, you’re a klutz. It’s not helio’s fault you don’t know how to care for your shit.

DA DON, if you’re going to attack someone’s intelligence, maybe you should do so while being grammatically correct.

Chris, how do you mistakenly order something online? “OOPS! DIDN’T MEAN TO SUBMIT MY CREDIT INFORMATION!” It’s idiots like you that send cash to the king of Zanzibar in hopes he’ll send you his riches as gratitude.

peter, don’t sign-up for something you’re not going to want. RESEARCH. moron.

Mellee, see my comment to Peter. Idiot.

Finally, all of the major telecom companies do shit like this and Verizon and AT&T have just as piss poor customer service. You won’t need to communicate with customer service though, as long as you’re not an idiot.
ricecakes

Helio sucks…
Customer service sucks too, I can’t understand a damn thing Helio reps are saying when I call about overcharged bills and questions. Dude can you like hire someone who speaks english as a first language please! Not second. So talking to them is a complete waste of time and anger for me. So I have the 500 minute plan which equals to 65 a month… so they say… but lately my bills every month keep getting higher to 125..to 200+ WTF and it is all from Service charge! Not me overusing my minutes. This is so ridiculous.

HELIO you’re going down!
Pissed at Helio

Ohhhhhhhhhh boy does helio suck, the’re customer service is piss poor retarded, I have been with Helio almost a year. I used to sware by the service and the device” I had the Ocean”. I lost my phone and got a replacement in return. Guess what, somthing was wrong with the replacment, so in order for me to get a new one I had to send the “Broke” replacement back, after they sent me the 2nd, which didnt work I had to send it back for a 3rd. Guess what people, It was disfunctional as well. Finally they sent me a 4rth one that works great BUT 2 months later they charge me for a device stating they never got it back, during the same day the next helio rep states they dont even have records that point to the 4rth one they sent. Piss poor service? I think so. People I strongly suggest If you are thinking of switching over to helio, please think carfully of the service and professionalism of your curent service provider. Cause Helio will give you a brain sore
Sherri

Helio will be history within a year..they even screwed their own retailers over, and one of the largest Helio retailers on the West Coast recently dumped them on their asses.

Since they seem to have abandoned the constant TV commercial approach and laid off most of their US workforce to outsourcing “customer service” reps who couldn’t buy a clue, how could they possibly think they will survive?
Helio Must Die

I really hate helio. They admittedly made a mistake and over charged me $786 for a phone when helio dosent sell a phone for $786. They realized they made a mistake and told me that they would credit my account for the amount. in 5 day the service was disconnected. I had to make a
$100 payment in order to keep the phone on giving me a credit of $100 because my account was paid up. 5 days later it was cut off again and I had to pay $50 to get my service back on. The phone got cut off every five days for 35 days. Each and every time I wanted to get my service connected I had to retell the horrible events. I am so tired of helio! I have to get out of this contract today come what may.
Joey.

I was a Helio customer up until a few days ago and I can tell you it was the worst experience of my phone life. I got Helio right when they came out, before there was a contract, about 6 months in I saw they had my SAME plan for 25$ less so changed it….this (WITHOUT MAKING IT CLEAR TO ME) signed me up for a 2 year contract! I was enraged! So my contract ended 6/17/08 okay and I had to call over 20 times (no joke) and write a very harsh e-mail (and I hate being rude to people) finally after calling and calling I gave up on there custom service because those people told me to call the next day and so on one even told me to call the 20th which is the day after they charge me for a month, so I remembered that in the very begging they had Customer service in LA so I called a store there and after only a few calls they set me up with THE ONLY GUY IN THE COMANY (thats one the guy said idk if thats true) that can cannel your account, and after an hour on the phone with him I finally got to the end of the tunnel. AND I AM NOW FREE OF THAT HORRIBLE COMPANY!

P.S. there service sucks!
Raidium

Wow…and here I am thinking that Helio would be a great phone to sell and maybe even own. Based on the overpowering ratio of horror vs. Great stories shown here, I think I’m going to say “No Thanks, I’m sticking with Sprint!!!!!!!”
Helio Must Die

All the local Game Stops in my area took Helio out of their stores.
igotswag

ok here is my story.. about umm six month ago i got a helio ocean .. there was some problems but i do admit i liked the phone and still do. infact i came to this same website and posted a comment talking good bout the phone. well, six month later i have a different opinion of it. i still love the phone but every month i have a problem wit it and they restart the whole shit again. .. now my shit never work, i never have services. everytime ppl call me it say my cell is disconnected. so they have to keep tryin.. point is.. this shit sucks! worse phone and service ever. i am waitin till july 11 so i can get the iphone 3g. and pay earltermination fee on this crap!
Will Park

for your consideration:
http://www.intomobile.com/2008/06/20/helio-shutting-down-retail-stores-and-kiosks-another-mvnos-death-in-the-making.html

kinda makes sense, no?
Zak

…..wow
Ty

Avoid Helio at all costs! I just cancelled my contract after six months. I couldn’t make it the rest of the term. It has taken me up to six attempts to make a successful call. I always got dropped calls. I wasn’t receiving calls, just voicemails hours later. People weren’t receiving my texts. The internet option is clumsy and not “full internet” like they claim. Most sites just don’t load. I live in Chicago and had full bars and 3G 99% of the time. Their service is just awful. Stick with the Major phone companies, don’t make the same mistake I did. Oh yeah, because they’re so small, apparently most major companies are unable to port your number from them. I’d ported my verizon number to Helio but now I have to let everyone know my new number as well as update business cards/resumes…
fuckingpissedathelio

Omfg. I hate helio, yes they have nice phones, but its fucking expensive, and they fucking charge you for every little fucking thing, they said that if i didnt go over my minutes, id only be charged about 75 a month or so, so i went over my minutes by like 30 or something, next think i know my bill is 434.00 dollars, WTF. they said it was bc of charges and all this crap and roaming. i was like wtf ever. I canceled and now i have to pay them a fee of 175.00 on top of 434.00 and its fucking insane. tmobile did the same exact shit to me. …..dont get me started on cingular.
but now i have virgin mobile pre paid. its the only way i will go now, bc they cant skrew me over. its prepaid.

fuck helio. big ass suckage for them.

and wtf happened to all the american fucking representatives, are they all indian now?? im not racist but i cant understand a fucking word they said, and there rude as fuck.
like 2 years ago, they were all cool and shit…

GOD I HATE this shit
vendor71

I just fulfilled the terma of my 2-year contract with Helio, and immediately signed on with another provider for service. The new provider has been attempting, without success, to contact Helio to port my number over to them. This has been the least of my problems with the company. Over the last two years, I have had at least a dozen billing and service problems with them, some of them bordering on the bizarre. I won’t go into details, but suffice to say, most of the same problems reported in earlier comment s by people are the same problems I have had. I have sent a detailed letter to the BBB in California, and I will be contacting my state Attorney General regarding their incmpetent/fraudulent practices. This company has been a thorn in my side from day one, and I suspect that their last little acts of nastiness will be to refuse to port my number over to the new provider. I figure that they just want to suck as many payments as they can out of me before someone forces them to do what I ask. What a waste of a company.
freedreamer23

I honestly thought it was a good idea.. i had a good job i just found out i was pregnant and my old 2 year plan with att&t was almost over. so i went to helio thinking it would be awesome … internet texting 500 mins for 89.00 a mnt… and then 2 mnts later i lost my job and i couldn’t work due to the pregnancy. anyways i always found a way to pay my bill untill it broke my 2nd ocean… the baby came and i forgot to turn it in.. needless to say i cheacked the bill.. $600 i turned the phone in$300 still don’t have the money and i cant understand what the debt collectors are saying or even if it is them.. i’ve told them plenty of times to not call my perants house and they still don’t stop i told them to call my real house and they don’t.
i recomend not to get it it cost 250 to cancel it. Its not worth it … get a pay as you go plan …okay thats it if you like helio more power to you .. but me and about 20 others on this site are not fans
Samantha

This same thing happened to us. We did NOT agree to a 2-year contract. We recently cancelled our membership after the first year because helio has horrible customer service. Soon after that we began getting calls about owing 400 and some odd dollars for early cancellation. After a million phone calls to and from the company we find out it is because we supposedly agreed to a 2 year contract. However, when I asked for proof of this, they had nothing. Eventually that led me to calling their corporate office, where I left a message and asked to get proof of the phone conversation that we agreed to the 2 year in. Do we have any legal obligation to pay the early term fee if they cannot prove that we ever agreed to 2 years? Especially when they don’t even offer a contract in writing, it is all online, which we were never even aware of until this incident. In addition to this, we have never once received a paper bill from helio, our last bill was sent to collection a month after it was due because we were not aware we owed money for any additional charges. If anyone has any further knowledge of these issues, or legal action that can be taken, any advice would be greatly appreciated.
Chris

Dude…before Virgin owned Helio, I actually didn’t have a problem with their service because I stayed on top of their communications to the public so I knew they were trying to add more towers for coverage. I just was in an area that gave good coverage so I wasn’t affected.

My billing is all online anyway and they used to let me go a month or two over my due date then pay the bulk. I never ‘failed’ to pay what I owed. Now that Virgin owns Helio…the DAY your bill is due guess what? Phone calls and emails and phone calls and email and phone calls and emails and phone calls and email telling you that you “have this great opportunity to pay your bill right now for free!”

I finally emailed them asking them to knock off the emails and calls. I blocked their number so the chick from across the country would stop bugging me.

How much do I owe? $56.

How did they respond? They shut my phone off. BTW I just purchased the Ocean 2 ($149) got a new 2 year contract during the call and the guy selling me the phone tells me not to worry about paying what I owe now on the phone and that I can pay that next month when the bill is “actually due”.

Virgin Helio SUCKS ASS! They do not care about you as they used to. They care about money like any corporation. They also don’t care about giving you lead time to pay your bills even though you may travel and count on lead times and use those days or weeks after your bill is due to make a larger and complete payment. They just dont understand or care and that is why I chose to use the words SUCKS ASS because they do.

What I wont do is say associate them with words like SHITTY or ASS CLOWNS or IDIOTS or FUCKHEADS. We already know that.