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Trying to return a phone
By -

INDIANA -- In April I upgraded to an i930 Nextel phone so I could "take my world with me". Because it didn't allow me to "take my world with me" as they promised I called Nextel on May 10 (within my 14 days for returning the phone) and after talking to at least 5 different people I got someone who did know how I could return the phone. She did all the things she needed to and then said she would email me the information I needed to send the phone back. I gave her my email address and she read it back to me. However I never received the email from Nextel. On May 23 I sent them an email inquiring about returning the phone.

Today, May 26 I got an email back with a number to call. The first person I talked to looked up the info, said that they had probably gotten the email wrong and passed me off to a different person. This person had to go through the whole process again and when she finally got through reading my file said that since the 14 days had passed that I could no longer return the phone. I requested a supervisor and was told her supervisor had just stepped out. I told her I'd wait. Five minutes later she said the supervisor would be gone for quite a while. I told her I'd wait. Five minutes later I got a "supervisor".

This person said the same thing. That I wouldn't be able to return the phone because it was past the 14 days. And to make matters worse the two women were laughing like it was the funniest thing they had ever heard ("come on - let's see just how mad we can make her"). I kept requesting a higher manager but was told there wasn't one. I finally hung up after fully expressing my feelings about Nextel customer support. I replied to the email I'd received from Nextel this morning but suspect it will be several days till I hear anything. I did include a link to at the Nextel reviews. I will be writing a letter to our Attorney General and contacting my lawyer to see what he can do. I will NOT be a Nextel customer again!

This company should get the Oscar for worst customer care, ever
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LOS ANGELES, CALIFORNIA -- It's hard not to spend an insane amount of time writing about how awful this company's service in almost all departments really is. The only place where you will be treated courteously (but note: but not with promises that will be kept) is from sales. And I could literally (not an exaggeration) write many, many pages documenting how terrible they treat their customers, starting with rudeness, disinterest and lack of knowledge and going downhill from there to outright lies, total ignorance about their own products, services and company organization, but I'm truly worn down.

The smart thing for all of us to do is start a class action suit against this beast, which at least might get the judge to order not only some compensation, but require certain behaviors and policies when dealing with customers. From returning a new phone that's defective, to getting to a supervisor (name any department, the problem is the same in that regard), to getting follow up or call backs (in the real world it's called "adult responsibility"), it's truly unbelievably bad. They sold me a phone that requires one to have a Windows PC (I don't) in order to upgrade from the operating system they sold it with and which they tell me is older than I need.

The OS it has is defective, and because the backlight doesn't work properly, downright hazardous (think life-threatening) when used while driving and trying to place or answer calls. Yet to upgrade I'd have to buy a Windows computer - they can't do the upgrade in any store, whether company owned or a franchisee. Every store has different service capabilities, none of them knowable until you call the store or - worse, just walk in after driving there.

Last week I drove a total of 250 miles trying to return a defective new phone and transfer my data from my old phone, along with over two days (FULL days) of my time. When they sold the original phone I was replacing two years+ ago, I paid for a service contract that was supposed to include upgrades, repairs, etc. Oooops, they just didn't bother to tell me no shop is capable of doing the work. While I generally can't complain about the phone service, itself, in most areas, buy this brand only if you are prepared to do battle to get your needs and their promises - both stated and implied - met.

And don't be surprised if each time you have to try to get something done by them, their "customer care" or "support" departments (oxymorons of the largest magnitude) bounce you from pillar to post all over the globe to people who know nothing of the company, their products and services. Finally, never expect to be able to know to whom you spoke, so if you want to escalate your issue, or complain about how the person dealt with you, you can't. Terrible company. Terrible service. Stay far away.

Billing for 1 month service after cancellation!
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NEW JERSEY -- We have been with Nextel for 4 years. Very loyal customer. Paid bill every month. Like most of you I cancelled my service because it was getting bad, dropped calls, no signal. I had a 2 year contract on my phone and when I called I swear they told me the 10th it would be out of contract. OK so when the 10th got here I called again just to make sure it was out of contract, they then told me no the end of contract was the 19th. I am like what but said o'well what's 9 more days. Let me tell you what 9 more days is. My billing started on the 17th of each month and the 19th put me into the next billing month.

So on the 21st I cancelled Nextel and went to another carrier and had my number ported over. Now because I had my number ported over and according to section 8 of the contract of which I did not have a copy. It says they will not prorate and I had to pay for the next months service and My phone is shut off and my service is cancelled. Now please explain to me how can you be billed for a service that is no longer in effect? The one to ask that question is not the FCC, they are on the side of the cell phone companies. They say well it must be in the contract and we have no control over the cell companies contracts.

I looked over my contract I got back in 2001 and the section 8 in my contract is not the same as Nextel's section 8 and when I signed my contract there was no such thing as porting numbers over to other phone or wireless carriers. Because we change our calling plan in 2003 that put us under the contract which I have never seen or was told about. How can we be held responsible for something we never seen or knew about. Bottom line is only in America can you be billed for a service you don't have and don't call your government and expect them to help you because they like most government and political pass the buck and the American people pay for it. Thank you.

Poor Service
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Originally I was with AT&T wireless for 2 years and saw them deteriorate in service whereby I switched my phone 2 times thinking my phone was getting old. Then after the big news hit that AT&T was going down and overcrowded their towers, I switched to Nextel because: they were around for a long time, they had the fancy black big walkie talkie phones, and was told government officials like FBI/CIA have special towers. BIG DEAL... READ ON. Their customer service is WORSE than AT&T.

Since this is my 2nd cell phone provider, I wanted a special feature whereby I could use my cell phone as a plug in feature for my laptop's 56 baud modem (laptop runs the show) just like it would at home on my LAN line. So I went ahead and splurged on the i730. Since I'm basically a meat-n-potatoes kind of guy, I don't need any fancy features. Heck, I never even use the address book or have special ring tones, wall paper etc. Just give me the basics - COVERAGE. I was told the i730 (a $200 phone) would do what I wanted with a USB adapter. I go ahead and place the order on the phone. The adapter never arrives. Then I get a credit for it and then it arrives.

I get this adapter, guess what. I looks like nothing that will work. Its a usb port on one end and a plug for the phone. Of course it won't work. It needs to have a normal phone jack from one of the cord to the phone. But I try it and even bothered my ISP knowing. Later, NEXTEL tells me after 90 minutes that they made a mistake. Fine, I was stuck with a phone that I didn't need.

But read on... The thing that bothers me the most is the following: Bad coverage in modern buildings. Why is it that other people's provider gives them coverage and mine won't work. Why cannot I dial 911 when the battery is dead or when I'm in a dead zone. Isn't there a law on this? Why is it that the sales tax on the bill is more than 15%. Since transporting number capability became legal last year, once I get this contract completed in July, I'm leaving them. Though incoming service is free, I'm fed up. My main goal is to have a phone that works in the most important spots.

Nextel is Dangerous
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MISSISSIPPI -- When I signed up for my Nextel phone I was told that you do not get it that day because THEY program in your name to the phone for you. So they charge me $12.80 to next day FedEx it. I was told the total for my new phone and service fees was $59 and the monthly bill would be charged to my account each month. Fine. I watched the man charge my card the $59. After discussing with my sales rep how important it is I do receive the phone the next day because of a long trip I plan on leaving for the very next afternoon he assures me without a doubt it will be there. It wasn't, which was OK, these things happen.

Being that it was a holiday weekend I would not receive the phone until Tuesday. Of coarse I was still expected to pay the overnight delivery charge. When I called my sales rep to inquire about the matter he wouldn't return my calls. One of the other reps in the office said I was more than welcome to drive the 15 miles to their office to pick up a loner phone. I did. When I got there I turned on the phone to make sure it worked before leaving. It didn't because the battery was dead. I was told I had to charge it myself. Fine. I did that. That Tuesday my phone came and all was forgiven. Then I get my bank statement and it says I was charged $109.

I called my sales rep AGAIN to discuss this matter. His reply was "I will look into it and call you right back." I gave the man two days, I thought he might be doing some serious investigative research into the matter for me. He wasn't. I called him again. His response to not calling me back was "Oh yeah, I should have called you back." Anyway, he explains that the charges were for oh this and that. Why was I not told about these charges and why does Nextel think it is OK to take it upon themselves to charge me extra fees after the fact.

I am locked into a 2 year contract but the way I see it they have already broken their half of it by charging unstated fees and not providing the service agreed upon. After mentioning this to people, I was stunned to find out how many people this has happened to. Being overcharged EVERY month and Nextel telling them, "Awe, we'll fix you up next month" but not following through. Why are they allowed to get away with this? I am making my mission to inform as many people as I can to stay away from Nextel and their shady business dealings. And the service sucks. In one minute, out the next. Go Verizon. They are good people!

Wicked Bad Customer Service
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BOSTON -- First off I was lied to by my sales person and was forced to upgrade my plan. After a 20$ increase, two days later when I tried to use text messaging, the real fun began. I called Nextel to have them fix my phone and not once, but three times customer service asked me if I wanted to cancel my plan. This is a nice trick they play with customers who are locked into a contact. After informing them I was a new customer and would not receive any penalties if I did "cancel my plan", they were more receptive to my problem.

I have gone through over month of phone calls to customer service (still haven't fixed the problem), over 15 different people, 3 engineering departments, 2 managers, and 3 tier III tech support people. Two techs actually up sold me to the tune of 10$. Each new tech that tried to fix the problem tried the same thing the last one did, each time ignoring the fact that I told them everything the last tech did. It was like the jar of pickles that wouldn't open and everyone had to give it a try. Three people "took ownership" of my problem. Sure they did... It still doesn't work.

Did you know that Nextel technicians do not have direct lines. How convenient for them? I asked "How do your kid get a hold of you?" Their response, "We have a internal connection, that we use". So I asked for that number and very quickly they changed the subject. As I reflect on my extensive exploration of the Nextel customer service departments, I feel that they are probably one of the worst I've dealt with; and I have dealt with AT&T. The thing that bothered me most was that no flags went up for management. No one saw this problem through or cared enough.

The experience I've had is a direct representation of poor management starting from the top. I feel the structure of the customer service is designed to give customers the run-around. I realize this reads as a novel, but so did the "notes" on my account as one tech described. I appreciate your time, and strongly recommend that you never switch to Nextel, and if you do, I hope you never have a problem where you need to call customer service.

Worst, Rudest CS Anywhere
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HOUSTON, TEXAS -- The world thrives on communication today, which is why I'm so upset with the plan/contract at Nextel Communications. Quite honestly, I'm furious about this issue. Here's my complaint: On Monday I called Nextel to add an additional phone & service to my account. The gentleman I spoke with sold me a phone and the $99.99 unlimited plan with $1.00 (1.91 after-tax) unlimited long distance buy-up. The $1.00 offer was only good for the date that you purchased/switched the plan and that if you waited till after it would go up.

Thought this was a too good to be true offer and asked for him to verify everything before our conversation ended. I wanted to change my existing plan to this same plan, but he was unable so he transferred me to customer care. They changed my plan but was unaware of the $1.00 buy up plan. She supposedly called sales but was unable to find out who placed the order or verify the conversation. She also told me that the new phone had a $54.99 plan listed. She said on the unlimited plan it was a $30/month buy-up, not $1.00. This was not at all what I ordered.

I then proceeded over the next 5 DAYS to try to find out why the sales person told me this, including speaking to several managers and many different departments. I was given different phone numbers and used my cell phone and my personal time to do this. In total I have spent over 4.5 hours speaking to Nextel and their various departments. No one can help me. Matthew **, a supervisor somewhere at Nextel (said he couldn't give me a # to call him back directly) said he would pull the tape of the conversation and get back to me within 24 hrs. That was Tues. It's Friday. I called back yesterday, and Matthew ** seems to not exist! I am outraged!!!

Another associate promised to pull the tape, Shawna. She can't be located either. Nextel is dishonest. We feel that Nextel knows they made a mistake just doesn't want to fix it and thinks that we will just forget about it. I'm not surprised, and do you know why? I've been very dissatisfied with your company in the past. But given the nature of this problem, I'll take my business elsewhere from now on. And I'll definitely tell other people about my negative experience so they can avoid it in the future.

Here's what I'd like to see happen: Pull the tape conversation from Monday, April 12 about 5:30 central time when I placed the sale. I want the service I ordered $99.99 unlimited incoming and outgoing promotional plan with the $1.00+ tax long distance buy-up plan for both my new phone and my old phone. I hope you get back to me soon. In this age of modern communication, seemingly simple things should not go unresolved. I'll expect a response within 10 business days.

Lack of Phone Service
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GOULDSBORO, PENNSYLVANIA -- I purchased two cellphones from a Nextel distributor. It took 5 days to get phone and they charged me $12.80 for next day shipment with Fed Ex. I tried using the phones at my home. They do not work in my area of Gouldsboro PA. They have antenna here, but they only service the people on the interstate highway. I have called them, written to them to get out of my contract early without paying the $200 fee for early termination. They keep telling me that they will be getting service in my area within a year. So I must pay them $114.00 a month for two phone that I can not use in my area.

I even went to the PA Attorney General's office and they told them tough luck he is using the phones. Well I do use it when I am in an area where they work. Ha ha. All I want from them is my contract broken with no penalty fee. Whatever you do. Don't get involved with Nextel. This company is the bottom of the barrel.

DON'T Replace Broken Nextel Phones W/out Expecting New Contract.
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I am an attorney and can't believe the games that Nextel is playing, and so far they have gotten away with them. I dropped one of my two cell phones in a rain storm and replaced it. I had the number changed to the new phone. NO ONE at Nextel told me that by replacing a broken phone I would be EXTENDING my contract one year from the date of the replacement of the broken phone. They explain that the $200.00 I paid for the replacement was a "promotional fee" (bull) and that I would have paid a lot more without it. The phone prices are NOT clearly delineated as promo or regular on their website. (In fact there is no classification of prices so how is one to know?)

Nextel has been rude, obnoxious and their service is slow. Warning - they claim that their contract is in their user manuals (I bought mine online). I never signed anything. I am disgusted at the long hold times (up to an hour) and the rude attitudes of the staff. I may be one customer, but I am on a committee which recommends cellular and other products for thousands of members. Based on my 2 years experience, I would not recommend this company to anyone. I have used other companies and NO ONE has been this bad. Buyer beware.

Nextel Contracts Must be Illegal
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I lost my phone. For $400 I can get a new one but I have to sign on for an additional year. I could get a new phone cheaper for 2 more years. They never have the phone you lost available again nor can you use your old accessories. This is a rip off of the most massive proportions and has to be illegal. I have to pay $400 to get out of my contract. They never said if you need another phone you are enslaved to these charlatans. I won't pay it. I would rather challenge them in court and notify all our representatives.

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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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