COMPLAINT- Value of just $5 or $50,000 is very important! 

I just started my account today for the first time. The phone was a $45 included plan which meant the pixi charm was only $5. I thought to myself fair enough and bought it. At about 12:00 PM I went ahead and began to activate online started my account placed in the serial I was instructed to turn off the phone and back on test it. Story continues as I had then waited a few minutes, waited the hour turned off and on, checked the software version nonetheless failed.. I called them at about 5:00 PM and walked through troubleshooting with the individual, The steps were taken primarily to turn off and on the phone 2 times. He told me it had been activated and indicated the "system" is just searching for a phone number and will take no more than 4 hours to update from now.  I did ask to clarify the 4 hours from the time I activated the phone or since our last reset step over the phone and was told from the last time we reset. 

Now its 9:00 PM and its been 4 hours, I've been patient and put trust in the customer service representative when stating it would be fixed, very rare but to call back if the issue is not fixed. As a new customer I did not realize that Straight Talk customer service is closed at this hour, not 24/7 as I had thought based on when he told me to callback this evening 4 hours from now. 

Its past 10 pm now and I' am writing a complaint on the lack of information given, he knew they'd be closed at 9:00pm. He knew it'd take an hour but would eventually get my phone working. On the other hand he also knew his stats would be reflected in a negative way for handle time, resolution, no sale on the call, transfers, hold time the list goes on. Customer Service Rep a job given to those that want to help, but sadly stripped of that ability by companies. 

As a result I'm leaving at 12:00AM  from Klamath falls to Portland for a USPS job without a phone with my wife son and baby girl in inclement weather. All due to an individual/company who obviously don't care about the people he serves on a daily basis. I don't blame the person, I blame Straight Talk. "Why?" you may ask. A few reasons simply put would be if the agent feels that rushed to get off the phone then either he is not getting the benefit out of the work week regards to pay, fighting for incentive to get a reasonable paycheck. Ever hear the expression "Time is Money" a big reason why most major companies whom have Customer Service Representatives or desk have poor reviews. Putting so much pressure on the agent they forget about the reason he/she is there in the first place, You and I. 

Secondly lack of information and tools to properly identify and correct the issue in a timely manner. This again goes to Straight Talk as they have the ability to get those tools and information but of course the root of the solution, money! To get tools is timely and costs the company millions. To identify, update, re-script, pay those whom do this networking job and the agents whom test to find the ultimate resolution just one issue, or fail and start again. 

Maybe its both I don't know, What i do know is I don't have service on an activated phone, 29 days of actual service that I paid for. $5 or $50000 the value of the dollar is very important if you read this through! 

Thanks for reading, 

Titan