Gen Mobile - Reviews and experiences

podcasts on the commute, a decent camera for quick snaps of kids, battery that lasts a workday. So I went for it despite the worry. After the theft I rang customer support to have the device shut down. The call was... weird. At first the rep was almost silent, like they had picked up but didn’t dive in. I kept talking into speaker, filling the gaps, repeating the same info because they wouldn’t volunteer their name or confirm steps. It felt scripted — like everybody’s trained to pass the buck until you beg them to do the job. I told them exactly what I needed, I even pre-empted what I thought they would ask, but at the end I had no clear confirmation that the stolen device was disabled. That uncertainty stung more than the loss. On the product side, though, my doubts softened: it still handles daily life well, apps run fine, and the screen survived a couple of drops. So overall I’m sort of torn. Hardware: thumbs up. Support and accountability: disappointing. I want to believe they’ll tighten up the call scripts and actually verify actions for customers, because right now you get a useful phone with shaky aftercare. For now I’m cautiously satisfied with the device itself, but still wary about relying on their customer service if something goes wrong again.

they sent an old phone with no battery. That’s the gist. I don’t care that it’s an older model, but I do care I can’t make calls. I called up and tried to get a battery sent. The rep I spoke with (he gave his name, but I’m not putting it here) insisted there’s no one above him to ask, and refused to ship a battery unless I returned the whole phone first — and I’d have to pay return shipping. They even cancelled the SIM card so I couldn’t try it in another device. That left me stuck. I explained again that the government pays for the plan and they’re being paid, so sending a battery shouldn’t be a big ask. Nope, apparently not. After a few more calls and a lot of waiting, I had to rely on a kind neighbour who lent me a charger and a tiny battery they had from an old phone. I’m grateful for that help — otherwise I’d still be without a way to call my clinic. So yeah, I’m relieved it didn’t get worse and that I can use something for now, but I’m not happy with how the company handled it. They made a simple situation complicated, and their policy of “return first, then maybe replace” is a real problem for people who can’t afford extra shipping or who are sick and need a phone right away. If you’re on the free plan and depend on this for health reasons, be warned — you may end up doing a lot of extra work to get it sorted.