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Swap Return Policy
By -

LOS ANGELES, CALIFORNIA -- My boyfriend ** got me a cell phone for my birthday. He add it on his plan this makes 3rd phones that he has now, so Nextel send me the phone out in 2 days. First it was not the phone I wanted, I said I'll use it for a couple of days then return it if I didn't like it that's what Nextel said to do. After one week I really didn't like it so I called Nextel customer care. While I was at work, they kept me on hold forever and they send me to another department I was on hold again. I just got mad and tied of being on hold, cause I was at work and had to do my work.

So the next day I called back on my way to work it was around 7 am hoping since it was early in the morning I wouldn't be on hold, ohhhh what a joke this customer service had me on hold again from one department to another telling them the same information and story over and over again. I just hung up. So now it's 2 weeks since I had this phone that I don't want!!!! I decided to call after work since I knew I had 30 days to return it I said I got to return it for the phone I wanted. I called Nextel customer service. I explain to 4 different departments my story and told 4 different department my information over and over.

I was at the 3rd operator. I was on hold for 25 min before speaking with the 4 person. By this time I was so tied and mad the operator final got on and asked for my information. I said no I don't want to speak with another customer care person just get me a supervisor now. He said he would need to know why and needed my account information. I told him I was tired of giving my account information over and over and over again. No more just get me a supervisor he said the supervisor would need my information before getting on the phone. So there I go again giving him my information and telling him all I want to do is return this phone they send out to me which is the wrong phone.

And I wanted them to send me out the phone that I wanted for my birthday after all it was a birthday gift. So this operator said to me you need to speak to someone in sales I said no!!!! I already spoke with someone in sales, billing, customer care, and return and in return and swap department. I told them what I wanted to do return this phone for the phone I wanted in the first place. I spoke to this person for 20 minutes. She said OK. She gave me a tracking number to return the phone and she said OK. What's the phone you want then we got disconnected after talking for about 20 minutes. I told her I was talking on the phone they send me.

She knew the number since I already told her and all the other sales persons there so we got disconnected. I waited 20 minutes. I thought she would call me back to get the information on the phone I wanted and to finally finish this order. Hell no I waited 20 minutes no one called me so now you know why I don't want to speak with no one but a supervisor. This is so freaking bad. Nextel is so (what they say) is a good company.. is so false. My old phone company T-Mobile never gave me the run around like Nextel service. Why is it so hard to return a phone and get another one is that so hard. Nextel you need to stop transferring customers from one department to another.

Nextel WILL Rip You Off!
By -

SPRING LAKE, MICHIGAN -- I began with Nextel in January, 2006. When I started with them they told me that I had to have a $100 security deposit on my account because my credit is not so great. OK... I agreed. No big deal. I ordered my i265 phone and when it got to my house I called to get it activated. I was told that to get my phone activated I would have to pay $150 to get it activated. I was angry about that because no one told me this ahead of time. OK I have poor credit. So, I went ahead and paid the extra $150 for a total of $250. in deposits before my service became active. It is now August, 2006. I called Nextel yesterday to get another phone on my contract.

I needed two phones on the same line. I upgraded from 800 minutes per month to their "Business 3000" Plan. That would have given me 3000 minutes for each phone. The woman on the phone ** told me that there was no problem for me to upgrade. She told me that all they needed to do is sell me another i265 phone for $49.99 and a $25.00 activation fee, and that the charges would come out of my security deposit and that they would bill me for all of that in my next bill. My phone bill balance was up-to-date, as it has been each month. Today, August 23, 2006 my new Nextel phone came to my home.

When I called Nextel to activate the phone I was told that they could not activate the phone until I paid them $100. I was so damned angry that I told them they could stick their phones and their service up their behind. They are NOW going to keep my security deposit and try to bill me $200 for cancellation of my Nextel account. I told them that they will NEVER get $200 from me, and that I will be telling everyone that I know that Nextel is disgusting. Not only that, Nextel is expensive! I am NOW with AT&T Cingular Wireless. I have 900 minutes for $49.00 per month, plus taxes and service charges.

I was paying Nextel over $100 per month for 800 minutes. Cingular has the same coverage and I have a better phone and the phone is FREE, except that I don't have free incoming calls. Oh well! Goodbye Nextel! NEVER again. NEVER! And you will NEVER get $200 from me for cancelling your lousy service. When your service is lousy and someone at Nextel tells me one thing and then later tells me that I have to pay another $100 to activate a phone when that was never mentioned before I purchased an upgraded contract with you. No Way!

Why would I stay with Nextel (or anyone) when the terms of service are misrepresented.. for the second time! And then, a customer rep began telling me that if my credit wasn't so bad I wouldn't be having this problem. The issue wasn't my credit. The issue is Nextel! To those who are reading this: If you think that this can't or won't happen to you, you are mistaken. Go with Nextel and see just what they do to to you, as well. Good luck! and... goodbye Nextel! My God, Nextel... you suck! Bad!!!

Customer Service and Service Managers Who Cannot do their jobs correctly, or in a timely manner!!
By -

FLORIDA -- Nextel has become the most customer unfriendly company in the world. I guess since their merger with Sprint, us little guys just don't matter as the make the millions/billions (from us little guys). My phone was recently stolen/lost, and the first problem I encountered was there was nobody available to shut off the service until the following day, allowing unauthorized usage to cost me ridiculously (should Nextel have made international calls, long distance calls, or just went over my minute plan).

That's not the issue, the fact of the matter is that there was nobody available to service a customer in distress trying to do the right thing: STOP SERVICE ON A MISSING PHONE!! LET'S PROCEED TO THE NIGHTMARE ON NEXTEL STREET. We notified the customer service dept, and advised of the situation, and was notified at that time that our contract had repair/replacement insurance and would be easy to resolve the situation. Calling the customer service center a little later, to confirm that all details were finalized, I was told by another customer rep that we did not have insurance on the phone, and would have to pay full price on the replacement phone.

I made another call to the customer service line, and was ignorantly placed on hold for more than an hour, as the message stated that the calls were answered in the order they are received. Finally I got tired of holding on for nothing, and recalled another phone number for customer support, and was speaking with an agent within several minutes that was less than knowledgeable in their job description.

After several requests, I was FINALLY TRANSFERRED to a customer service supervisor, who, based on the circumstances of the inefficiency of their own customer service agents agreed to compute (credit) me with the cost of the replacement phone, and further agreed to upgrade the unit for no charge at all. The Supervisor transferred me to the shipping dept, who advised that there was no order posted on my account to credit or to ship me a replacement phone of any type.

When asked to transfer me back to the supervisor, that person couldn't be located, and I was transferred again, this time to a supposed member of management, who failed to stand behind his/her own Customer Service Supervisor, claiming that there was no insurance on the account. How many sets of contracts do they keep at Nextel, as each agent reads something different from the other?!

I am now requesting a copy of the "taped" conversations we had, including the outrageously long on ignore. I will not let Nextel treat me like this, as I pay my bill, at the rate Nextel charged me for minute usage. Now it's up to Nextel to honor its own Commitment of Customer Service, even if they have to spend some out of pocket money. No Phone In Hand. 12/18/06.

By -

HUNTINGDON VALLEY, PENNSYLVANIA -- Where do I begin. My husband got a Nextel i530 phone a year ago. He liked Nextel phones because of the walkie talkie feature. I had Verizon (never, ever should have switched). I decided to switch to Nextel. I got the i710 phone a year ago. My husband gets about 7 dropped calls a day, no service in a lot of areas in PA, when someone tries to reach him, people get "please hold while the Nextel subscriber you are trying to reach is located". It goes right into voice mail. God for bid if there was an emergency. We take both phones to the Nextel Service store. The guy at the store said my husband's phone was discontinued because a lot of people have complained about this phone.

Also, he takes the phone in the back to check out the battery. He comes back and shows us a dent in the battery. My husband has to pay for phone. He doesn't get one for free. He checked out the battery the day before and there was no dent in the battery. We both got new phones. The guy said you should upgrade your phones every year. He also said that phone my husband got, he should not get dropped calls, he should get service in all areas in PA. Well, he still got dropped calls, no service in areas of PA and that annoying message when someone tries to call him. We decide to send both phones back. My husband goes to the store to return the phones, they can't help us.

We have to call Nextel to see what we need to do. My husband calls Nextel and they say the place we got the phones has to send the phones. My husband goes back to the store and they can't help us. We have to send the phones back. My husband has his old phone and Nextel's service is the worst. Dropped called, no service, etc. Luckily his contract is up. My phone needs a new battery. I have to pay $60.00 for the battery. Mind you, the phone is under warranty. I get no service in certain areas of PA. I am fed up with Nextel. I never should have switched.

My husband has lost business due the bad service. In order to break out of the contract, it is $200.00 which I think is ridiculous. The service sucks, so why do we have to pay the termination fee. Nextel is the WORST!!! I will never recommend anyone to go with Nextel. They lie!!!! Whoever is thinking about going with Nextel, think again. You will have problems. Trust me!!!

Customer Service
By -

I have never in my life dealt with such an idiotic mentality as many of the Nextel customer service reps. In all fairness, in my many dealings with them, some of their employees are very good & trying very hard to help. Their abilities are limited usually because they aren't authorized to make things right and when you end up speaking to the authorized person and/or the supervisor, the service and attitude quickly deteriorates. Quite honestly, I think it must be a mentality or culture that is ingrained within the company because there can't possibly be this many morons working at the same place. Has anyone had any luck pursuing their problems with Nextel. Maybe the 'Better Business Bureau'?

Stop Calling, I'm not a customer - I never was
By -

NEW JERSEY -- For the past year I have been receiving phone calls form Nextel at all times of the day, apparently they want their money from someone but they have the wrong number. I am not and never had Nextel so why are they calling my phone and demanding money? I tried calling their service department but they couldn't do anything. I would need to know the account number how the hell would I know the account number!!! I just know that Nextel has the wrong number and I want them to stop calling my house. I have been recording these messages for a while so I can get a lawyers input on the situation.

They should try typing in my phone number they are calling and see what comes up so they can correct the problem instead of this going on for another year. I did try calling the number that was left on my caller ID and I got some car dealership and he was upset and said he was getting a lot of this and wanted to know what he should do. Nextel you definitely **. You are harassing my household and this guys car dealership. You have the wrong people we are not your customers and never will be your service in the help department stinks.

Horrible service
By -

12522, NEW YORK -- I've had Nextel coverage for a little over 2 years. I've had nothing but problems. I've had people call my phone and not ring and go straight to the machine, lost calls, poor service all together. I called to cancel my phone and they stated that they would cancel it but never did. So a couple days later my phone was still on so I called and told them that I had cancelled it they stated that I called on the 25th, and the billing cycle ended the 24th. Therefore they can shut the phone off. But I will still be charged for the next month a full bill. The staff whom took the call were very rude!

Cancel Service / Bad Credit Threat Letter
By -

I canceled my Nextel phone service about 2 weeks ago after 7+ years of dropped calls, disconnects and general poor quality service. My wife enjoyed the 2-way walkie talkie feature, so I kept her phone and 2 for my children. I also had a Nextel through my work. When my wife passed away last month, I decided to drop Nextel and get my children T-Mobile service. They absolutely love it.

I just received an important email message from Sprint telling me to read the attached letter. The letter goes on to state that since they have not heard from me regarding my outstanding balance, they are going to forward my account to collection in 7 days. I NEVER EVEN RECEIVED MY FINAL BILL YET!! In fact, I had just made a payment 1 week before I cancelled the service. They go on to state that my account will be considered '"bad debt" in 7 days and will be reported to the 3 major credit bureaus. This after over 7 years of paying my bill every month BEFORE THE DUE DATE!!!

I went online to pay the bill, because now I am worried about what they might pull with my credit but my website login was shut down. I won't even bore you with the 1 hour run-around I received from their "customer service" fiasco. Needless to say, they are unethical and unscrupulous for threatening a loyal customer's credit with absolutely no justification. I wish there were a way for us to band together to put this company where they should be (OUT OF BUSINESS) to protect future consumers from their abuse.

Forgery-Identify Object
By -

LEXINGTON, KENTUCKY -- My ex-wife went to a Nextel store, signed my name to a contract in 2004 and she ran the phone bill up to 1,176.04. After calling Nextel customer service for 2 years trying to resolve this matter I had all the documentations that I needed to prove that this was forgery and they would never work with me. Now in 2007, they have sent me into collections. I feel this is very unfair being that I tried so hard, even got a investigation report and proved that so many things Nextel was saying was completely wrong and now my credit is destroyed! But I am not finished with Nextel. I will get to the bottom of this and clear my credit.

Nextel Billing
By -

ILLINOIS -- Oh my God! If you're even thinking about getting a Nextel wireless account you will be sorry as hell. Their connectivity is the worst and it was that way for all two years of our service. When our contract finally, mercifully ended, instead of a final bill we were sent to a collection agency. We were on their paperless billing plan and when we terminated our service they also shut off our web access to our account. Then, instead of just sending us that final bill they sent our final $72.28 to the aforementioned collection agency. We promptly paid the amount due and got another bill from the collection agency.

When I called Nextel customer service I was told it was my fault for not contacting them after my web account was turned off to find out what we owed. When I said, "You got to be kidding," and asked for the CSR's supervisor I was told the supervisor couldn't help me and to have a good day. Believe me, if you get hooked up with Nextel will not have many good days.

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Nextel Rating:
46 reviews & complaints.
Contact Information:
2001 Edmund Halley Dr
Reston, VA 20191
1-800-639-6111 (ph)
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