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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.

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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.

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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'?

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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.

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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!

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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.

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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.

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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!!!

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Loss OF My money!!
By -

MADISON, INDIANA -- My husband & I ordered a Nextel phone from Nextel via the internet on 06/05/2006. On 06/06/2006 they took our deposit out of our bank account. We opted for the free 3 to 5 business day delivery of the phone. After 7 days went by we had not received the phone. To make a long story short and many hours on the phone (over a week & half period) with very rude csr's and numerous departments they agreed to send us our phone. We got our phone on 06/15/2006. Two days later the phone was shut off due to the deposit not being paid according to them. I had to fax them copies of my bank statements (numerous times) to show them they took the money out.

I had to give them my debit card numerous times also. Today's date is 07/15/06 and they have still not found my missing money. Today I was told to fax in the info once again that I might add is a costly little expense. They keep telling me to go ahead and pay the $100 again along with my bill and when this is resolved they will credit me. My bill which I received is $85.81 for billing date of 06/13/2006 to 06/17/2006. For which $30 is for shipping and handling. If you go back and read the first part of this I did not get the phone until the 06/15/2006. My question is why was the phone activated & sent to begin with if they had not got my money.

Where had my money gone, which I know they got it because my bank says so along with my statements. My husband and I are over the road truck drivers and we have missed out on about $5000 worth of loads because we was at the end of our contract with a previous cell phone provider and had it turned off when we got our Nextel phone. Our dispatcher was unable to contact us which about cost us our job also. For 2 weeks I had to call them every morning to have them turn it back on to have it shut off in a couple of hours. In order to keep our jobs we had to buy a prepaid to keep in touch with our dispatcher which is also costly.

So every time they had cut the phone off and turned it back on it was a $25 reconnect fee!! So now my bill is extremely outrageous due to their mistakes which will go on our credit!!! I no longer ask for the phone to be turned on because I cannot afford the reconnect fees. I talked to a lady in customer care by the name of ** that had more or less called me every thing under the sun and when I told her this conversation was being recorded she tried to tell me I couldn't do this because of FCC regulations. My comeback was yes I can as long as the other party is aware of this do to me being in law enforcement for years and she transferred me in a bat of an eye.

I have never been lied to, treated as bad as I have, or shuffled around more in my entire life. I have sent an e-mail to consumer affairs, the Attorney General and contacted my news station. Monday I plan on making an appointment with an attorney which will cost me a weeks worth of pay by having to stay at home to take care of this. If anyone has any other suggestions or would like to go in on a lawsuit with me please feel free to contact me!!! From my understanding there are a lot of people not happy with Nextel and I think it is time we stop this nonsense of them walking on us and get what we deserve back!! Under what review does this fall into ALL OF THE ABOVE!!!!

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Beware of Nextel
By -

DALLAS, TEXAS -- I had a Nextel wireless cellphone for almost 5 years. First with the company I worked for and then my personal phone since I really liked the service and quality. During that period of time I had changed plans many times to meet my travel needs and business requirements. On each occasion the customer service representative said there was no problem with my "contract" and I could change as many times as I wanted without my begin date starting over. I had this last phone for over two years, which is the length of their initial contract period.

In the last year of service with them I acquired a second phone and added it to the first phone's billing statements. Everything was great until I changed banks. I contacted them no less than 8 times to get them to stop the automatic bank drafts. They NEVER did stop even after the account was closed! They caused numerous NSF charges each month and each month I faxed written instructions to stop the ACH debits and followed up with phone calls to their customer service people. I was using the phone quite a lot for business and the charges got upwards of $800 once. So I changed my calling plan again.

SBC (Cingular) was offering TWO cell phones with twice the minutes for less than what I was paying for Nextel's one phone - and had rollover for the unused minutes! I called Nextel to make the arrangements and ask questions - "no problem! sorry to see you leave, you've been with us for a long time". A nice goodbye? Hardly! The next bill I got was for $400 dollars for terminating my contract(s) ahead of time! I called to speak with them four more times about this "policy change" and what their representatives had said. The next bill came in with late fees of $65 - so now they think I owe $465 dollars.

Months pass and I did not pay as they told me BEFORE I changed services there would be no charges or problems with my "contract" since I had been a good customer for so many years. A nasty collection agency is calling and sending letters that they now want $485 for my delinquent bill. I told them the story and they said I need to send notarized copies of my statements, faxes, bla, bla, bla. No way! I still am not paying. Last month I get a REALLY nasty collection agency, a different one and with a letter threatening to sue me for $485 plus court costs if I do not pay up!

This must be why Nextel is being sued in Federal Court for charging consumers for things that became "policy" without notification to the consumer or providing an "opt out" plan. I went back to look at past bills and I had been charged for prime time calls when it was after 9 pm! Their so-called after hours or off-hours rates stopped when they changed the cutoff time without letting consumers know! UPDATE 2/28/2010 - Still getting collection letters and this item keeps reappearing on my credit report...8 years later!!

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Nextel Rating:
46 reviews & complaints.
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