SafeLink, also known as SafeLink Wireless, is a mobile phone service and a subsidiary of TracFone. Unlike some of TracFone's other companies, Safelink Wireless is a provider of Lifeline Support Services, a government program that provides free and low-cost telecommunications and Internet service to low-income households.
People call SafeLink customer support for a range of reasons, including:
SafeLink offers technical support seven days a week from 8:00 am to 12:00 am Eastern standard time.
There are several things you can do to make your call to SafeLink more successful:
As is true with many companies, there seems to be a range of customer opinions regarding the quality of phone-based customer service provided by SafeLink. Some customers appear to be satisfied by the solutions and technical support offered by SafeLink while others have complaints.
The most common complaint is that representatives are often poorly trained and unable to respond to unique issues. Some claim that the agents are speaking from a script and seem unable or unwilling to address customer concerns.
Another concern is the transferability of SafeLink service to unlocked phones. Some customers experience frustration with technical support's inability to assist when the customer has difficulty getting their service to work with a device that they already own or have recently purchased.
One issue that is unique to SafeLink and other providers of LifeLine phone service is that people must qualify for the program. This means that an applicant must provide SafeLink with proof of eligibility, such as a copy of a benefits card, to SafeLink before receiving a phone or switching on service. In addition, SafeLink customers must recertify periodically to retain their LifeLine benefits.
Unfortunately, some customers complain that SafeLink doesn't process their documentation for enrollment in a careful or timely manner. This can cause delays in qualifying for service or getting one's enrollment recertified.
SafeLink technical support and customer service can resolve many issues that mobile phone customers encounter. Representatives can qualify and enroll you for the service, help you understand the plans available to you, and assist with any questions that you may have.
If you are having problems with your phone, SafeLink technical support can assist with diagnostics and direct you on getting your phone repaired or replaced. Should your phone repair or replacement, you will need to send or take your phone to a SafeLink center.
If you call SafeLink technical support or customer service and you can't get your issue resolved, don't give up. There are several things that you can do to resolve your situation.
First, though, it is a good idea to write down what happened during your original call. Next, describe what you are calling SafeLink about and how you would like your case to be resolved. Having this information in front of you when you call back can be helpful in keeping your conversation on point.
Next, call back: Explain to the representative that you've called before and what happened on that call. Refer to your notes and describe your situation and what you'd like to happen. Keep in mind that representatives have different levels of experience and training. The next representative you speak to may be able to provide a resolution simply because he or she has a better understanding of how SmartLink and its phones operate.
Another option is to engage in live chat over the SmartLink website. Initially, your request will be responded to by a bot. The bot can provide simple answers to your questions, but can also direct you to a live agent. One advantage to live chat is that
Finally, if you find that neither live chat nor phone support has resolved your problem, you can send a letter via postal mail to the company's Oregon office.