Gen Mobile Reviews

Name: Gen Mobile
Address: P.O. Box 1187, Gardena, Redondo Beach
Rating: 3.53

3.5 Rating 327 Reviews

64 %

of reviewers recommend Gen Mobile

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About Gen Mobile:

Gen Mobile is a wireless service provider that runs on America's largest 5G networks. We believe in making nationwide and international wireless plans accessible to all by offering affordable and subsidized solutions. Together with DISH Network/Echosphere, the fourth-largest mobile provider in the US, we are reimagining wireless and create groundbreaking new experiences for all.

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Phone:

(833) 528-1380

Email:

genmobilecare@dish.com

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I was sent a phone without a SIM card not in box nor in phone. Customer service sucks. Customer service rep was useless to me. They refuse to assist me with my problem. Tell me there was a SIM card sent there wasn't. I don't recommend this company at all.”

Helpful Report

Posted 2 years ago

We are very sorry for the inconvenience. Please call us at (833) 528-1380 so we research your order and expedite a SIM card to you. Gen Mobile Customer Care

Posted 2 years ago

“Ordered two phones and two plans. received one phone. said it would take another week or so to get second phone. Seriously? Then tried to activate 1st phone, no sim card which was supposed to have been installed. Now waiting for credit on one phone and two plans. their back office is terrible. long delays, can't verify anything. Comedy of errors.”

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Posted 2 years ago

Hi Jeff, We appreciate your feedback and wanted to follow up to make sure your issue was resolved. Please call us at (833) 528-1380 for assistance. Sincerely Gen Mobile Customer Care

Posted 2 years ago

“Worst service ever!!! Paid for 3 months of the $15 service that include international plan. Two months service has been down. Called about every 2 day for update. Get same answer every time, still working on the problem. Was promise refund for a month and no refund yet. Like to talk to the highest person at the company. Going to report to the BBB”

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Posted 3 years ago

“Update. Still no refund. I ended up with another carrier. Number ported out. Now they are telling me That My account and auto pay is still set up and my phone was still under them. WHAT !!! It was ported out to new service. These people are nuts to deal with.always wait and we are escalating . Or some one will call you back. NEVER DO >TERRIBLE SERVICE. BEWARE !!!!”

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Posted 3 years ago

“AGGRAVATING!!!!Already a Gen Mobile customer . I needed a new phone. Checked compatibility before purchase . Ordered new Sim card. Wanted to Port old number. I thought it would or shpuld be a seamless transfer. WRONG! Already no service for over 2 days, Phone not recognizing the Sim card. Keep telling me to remove card. Reboot . Try this and that already for 2nd ,3rd, and 4th times Now I am told I need to wait another 2 days for them to continue to trouble shoot. Other carriers you can walk in to their store and walk out with a working phone . SO WHAT TAKES 4 DAYS ?? Mean while I am cut off from calls and receiving important calls I was expecting. I encountered a multitute of issues when I transferred to Gen Mobile 2 years ago for over 3 days. They really need to fix these transferring issues .”

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Posted 3 years ago

“I was satisfied with GenMobile until I needed technical support and they just didn't perform. I have been waiting over a week for a phone number transfer and am still waiting. Totally unacceptable. I would not recommend GenMobile because they don't take care of their customers.”

Helpful Report

Posted 3 years ago

We are very sorry to hear that support did not resolve your phone number transfer issues. We appreciate your feedback and would like to look further into your case. Can you direct message us through this review with your phone number? Sincerely, Jessica T.

Posted 3 years ago

“bad customer service, agents do not have sufficient knowledge of of the job. They hang up on you when you ask a question they do not have an answer or do not know. Your credits disappear without an explanation, what's goin on?”

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Posted 3 years ago

“Rep was fine but I was looking to get my payment history emailed to me and I never received anything.”

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Posted 4 years ago

Hi Myles, We are very sorry for the oversight. A rep should have already followed up with you and emailed your payment history to you. Sincerely, The Gen Mobile Care Team

Posted 4 years ago

“I purchased a plan in good faith and worked with support for weeks trying to have my data setup. This was unacceptable as I changed carriers and they had me up and running just as promised. The problem continued as I was to get a refund as my service was incomplete and the account was opened on 12/27/20 and after many phone conversations today 02/01 21 as I was on the line with customer support suddenly the refund was posted as pending back into my bank account. This is very poor service and there are many carriers to choose to do business with I will spread the word as to the treatment I received. Thanks for nothing as the company does not deserve 1 star and should be closed down.”

Helpful Report

Posted 4 years ago

Dear William, Please accept our sincerest apologies for the negative experience you had activating your phone and receiving a refund. We recognize that our customer care reps did not deliver the excellent experience that we expect of them. We do our best to train our reps to properly handle customer issues and escalate them when necessary. Your concern clearly was not handled properly and we are sorry we let you down. We are taking steps to make sure that this situation does not repeat itself. Again, we are incredibly sorry for the inconvenience you experienced. Your feedback is invaluable and will help us improve our service. Sincerely, The Gen Mobile Care Team

Posted 4 years ago

“I have been waiting on a refund for 2 months. There is always some kind of issue when I tried to refill my plan each month.”

Helpful Report

Posted 4 years ago

Hi Nicole, We sincerely apologize for the delay in issuing your refund. We are experiencing an error when trying to refund to the credit card you used to make your purchase. A customer care rep will be reaching out to you via email and phone to discuss an alternative refund method. Again, please accept our sincerest apologies and we appreciate your feedback. Sincerely, The Gen Mobile Care Team

Posted 4 years ago

“every time I get my minutes it takes a few days for my box to work I will not use gen mobile again this is always a problem”

Helpful Report

Posted 4 years ago

Hi Omar, Thank you for your feedback. We are currently developing a real-time renewal process when purchasing renewals from our website. In the meantime, we have our Gen Mobile Care app that can be downloaded from the Google Play or Apple App store onto a tablet or smartphone which allows you to renew your plan real-time. We are working hard to improve your experience and appreciate your feedback. Sincerely, The Gen Mobile Care Team

Posted 4 years ago

“bought a defective phone off the site. No problem. I'd just return it. Now after calling and asking about it three times and being told I would get a call back without ever receiving one, they finally tell me my package has not been received even though the tracking # says it was delivered. They are not refunding my $200 for the phone or the $30 I spent just to ship it back and in order to buy the phone off the site at all I had to purchase another month on the plan. Now with my current phone the data is not working and they told me they would call me back about that too and still have not. I paid for thee months with data so I could get a discount on the phone I bought on their site and now I can't even use the data i purchased. I've spent a lot of $ on this company at this point and gotten very little for it.”

Helpful Report

Posted 4 years ago

Dear Forrest, Please accept our sincerest apologies for the negative experience you had returning your phone and receiving a refund. We recognize that our customer care reps did not deliver the excellent experience that we expect of them. We do our best to train our reps to properly handle customer issues and escalate them when necessary. Your concern clearly was not handled properly and we are sorry we let you down. Due to your experience, we have since put in place new return and refund processes. Again, we are incredibly sorry for the inconvenience you experienced. Your feedback is invaluable and will help us improve our service. Sincerely, The Gen Mobile Care Team

Posted 4 years ago

“I was bringing my own phone to their plan. They mailed me the SIM card to get started. When I tried to activate it, I followed the instructions with the SIM card and emailed them. They sent an email back that they had sent us the wrong SIM card and would mail us out another one at no charge. Didn't receive it and called them after 11 days. At that point, they said they would not send us the correct card without us mailing them the old one back. Then we said forget it, give us a refund. Then they said they wouldn't even refund us without us mailing them the old SIM card. That is unreasonable. We will not do business with this company. This is sub-standard service.”

Helpful Report

Posted 4 years ago

Hi Bernadette, We sincerely apologize for the trouble you experience with your order. The customer care rep that handled your case gave you misinformation and we have since followed up with our customer care team for re-training. Again, we are incredibly sorry for the frustration experienced and have used your feedback to improve our experience. Sincerely, The Gen Mobile Care Team

Posted 4 years ago

“I have been using Genmobile for 1 year now, there was no problem until last month, I stopped receiving data. It took 3 days to trouble shoot. One month later, same thing happened again. I still have no data. Super frustrated.”

Helpful Report

Posted 4 years ago

Hi Vivian, Thank you for your feedback. We escalated your data issue to our tech team and they were able to identify and fix the issue. Hopefully, you have not experienced these issues again. We are always looking to improve the experience for our customers and really appreciate the feedback. Sincerely, The Gen Mobile Care Team

Posted 4 years ago

“Totally useless. Spent 7 weeks trying to transfer my number and constantly promised "we'll call you back in 20 mins, 30 mins, 1 hour" and they never did. They just gave up on it & I give up on them.”

Helpful Report

Posted 5 years ago

Hi Andrew, I'm very sorry that your number transfer took longer than usual. On average number transfers take no more than 48 hours once we submit the request but there are rare occasions where there are system delays on both ends which occurred in your case. Again, we sincerely apologize again for the delay you experienced. Sincerely, Jessica T.

Posted 5 years ago

Gen Mobile is rated 3.5 based on 327 reviews