Stay away from Nextel. While I have had no problem with the phone itself, I am really disgusted with their deceptive practices for the reasons below:
I had a one year contract (2003) and after that expired, I got a plan that cost less for 18 months (8/2004) - this is what the person in the Cancellation Department told me. I was looking forward to March 2006 when I could end my dealings with Nextel. Imagine my surprise when I found out yesterday that I had a 2 YEAR contract with them and would have to wait another year for my contract to be up (8/2006) The Cancellation person told me one thing and put something else in the computer. This was done over the phone. What proof do I have that I agreed to an 18 month contract? They send you no paperwork, it is your word against theirs, and we all know what that means.
When I changed my service at that time, I was charged $75 for each of my two phones - and that was not disclosed to me until I received the bill.
My son downloaded about 20 ring tones at $1.99 a pop. His phone went kaput and we swapped it for $35. However, no ring tones on the new phone - they are gone. Since Nextel gets them from a third party, I would have to pay for any more ringtones downloaded. I might as well as thrown that money out of the window. Also, about 6 months ago I told the Nextel people I wanted the ability for my son to download ring tones removed and it was not done. Just last month he downloaded 4 more.
Text messaging - my son gets them, doesn't answer them and I get charged for them.
When I told the person (male) in the Cancellation Department today that I wanted to terminate my contract early and pay the $200 cancellation fee for each phone, he asked me what would make me happy, but he would not honor the 18 month contract term I had. He pitched a "deal" where I could suspend my service for up to 3 months at the cost of $5.95 per phone while I try to find someone to "buy" my contract out. When I told him no, he offered me a $35 credit to keep the service for another month to "think about it." No to that too. I told him I wanted to cancel the plan at the end of the current billing cycle and that I would pay the $400 termination fee. I asked him what would happen if I didn't pay it all at once, and he told me I would be assessed late fees.
After reading some of the other problems people have had with Nextel, I am afraid that when I pay the $400 termination fee, I still may be bothered by them. In any event, I sent a nice, detailed email to the Better Business Bureau. These companies commit fraudulent acts yet are allowed to get away with it at the consumer's expense.
On a positive note, most of the people I have had contact with at Nextel have been very pleasant on the phone, but really could not help me in this situation.
BOTTOM LINE: Some of the people at Nextel don't say what they mean, and don't mean what they say. Watch out!
HONOLULU, HAWAII -- Voice Mail and Caller ID are commonplace today and go hand in hand with wireless phone service. That’s why I was unpleasantly surprised when I received my latest bill from NEXTEL (Invoice Date May 17, 2005). In the “NEXTEL NEWS” section, after 3 marketing messages, there is a notice that the price for Caller ID and Voice Mail will increase to $3.49 each. In truth, it should read “has” increased. Yes, past tense. I have copied the exact text below.
“*** Notice Regarding Your Caller ID Service
* The rate for Nextel Caller ID will increase
to $3.49 per month. The new rate is effective
with this statement.”
“*** Notice Regarding Your Voice Mail Service
* The rate for Nextel Voice Mail will
increase to $3.49 per month. The new rate is
effective with this statement.”
The statement I received today (Invoice Date May 17, 2005) covers the billing period of April 13, 2005 to May 12, 2005. In the Subscriber Activity Summary section, it shows that I was charged $3.49 for Caller ID service between 04/13 and 05/12 and $3.49 for Voice Mail Service between 04/13 and 05/12. The previous bill from Nextel shows that I was paying $2.99 for each of these services.
This is the first notice that I have received regarding a rate increase and yet Nextel has already made the increase effective on April 13, the start of my billing period.
In December of last year, NEXTEL made a similar increase. They increased the price of Caller ID and Voice Mail from $.99 to $2.99 each. As with the current increase, they provided no notice of the increase until after charges had been accumulated for these services. It is like agreeing to stay in a hotel room for a certain price, only to have the hotel raise the rate when you go to checkout. While I do acknowledge that wireless providers do have the right to raise rates, it is not right for them to raise prices for services so important to cellular service and expect me to pay. If I don’t want to pay the increased rates, then I believe I have the right to disconnect. They told me on the telephone I could stop caller ID and voicemail. Why would I want to do that? I’d rather disconnect and sign up with Verizon, T-mobile, or Cingular. After numerous calls to customer service, they would not let me disconnect without a $200 early termination fee for each line.
They threatened that if I don’t pay $400, it will go to collections. On the back of the contract, it does say that a $200 fee does apply, except for termination in response to Company changes. I have notified NEXTEL that I do not accept the changes on May 17, 2005. I have continued to pay my bill and use the service since I am paying for it.
I feel that NEXTEL is guilty of deceptive business practices. I also believe they are in violation of the CTIA Consumer Code for Wireless Services of which they are a signatory to. Among other things, it states in Item 7, that “Carriers will not modify the material terms of their subscribers’ contracts in a manner that is materially adverse to subscribers without providing a reasonable advance notice of a proposed modification and allowing subscribers a time period of not less than 14 days to cancel their contracts with no early termination fee.”
BEAUMONT, TEXAS -- I usually don't post on things like this because everyone gets duped a little by all companies. But Nextel went over the line.
I got married in March of 2005. My then-fiance had a Nextel contract, but since the reception wasn't as good at my house as Verizon, I told her we should look into switching it.
So we called Nextel and got information on when the contract would expire, and if it would be a while before it did end, how much would the cancellation fee be. A customer service rep told us the contract would end on April 8th, and I think we called on March 27th. I then asked how much to cancel the contract, expecting $150-175. Imagine my shock when the lady (named Susie) said there would be no contract cancellation fees!
In their defense, I should have asked WHY this was so, as it seemed really weird that we could just 'get out' of a contract with no penalties. But I figured that since this was customer service, they would know, right? She then asked if I wanted to port the number to the new service, and I said yes I did. I then asked about when to notify Nextel if we do decide to end the contract, and she said that when the number was ported to the new company, it would automatically end the contract.
At this point, I began questioning the no-penalty part of the contract termination. Susie then again told me that there would be no fee if I broke the contract. I think I asked her about four times if this was true, and I'm sure she was getting annoyed. Only me, my then-fiance, and Susie know what was said. But being that I've been screwed around by companies before, I made sure I understood that there was NO PENALTY to break the contract early, and I also got her name (SUSIE!) 'just in case' it would come back to haunt me.
Now think about this for a minute--if I had been told it would cost us $200 to break a contract that expired TEN DAYS later, would we have gone ahead an cancelled it?? We make 'OK' money, but we're newlyweds and don't have $200 to throw away!
Well, April 15th hits, and we get a $336 bill from Nextel. Why? $200 for breaking the contract, $25 portability fee (we weren't told about that either, but I can live with it), and the rest in phone uses, which I have no problem paying at all.
So I call Nextel last night, and after speaking to a very professional customer service rep, she can't do much to help me so I get on with a supervisor. While being very professional and understanding--and somewhat patient with me during my 45 minute rant--she informs me of the following:
SINCE THERE ARE NO NOTES IN OUR SYSTEM THAT SHOW SHE TOLD YOU THERE WOULD BE NO CANCELLATION FEES, THERE IS NOTHING I CAN DO ABOUT THE $200 CHARGE, SIR.
Now think about this a minute. It appears to me that Nextel's policy is to avoid putting anything in the notes that could 'hurt' Nextel, because then when a mad customer calls back, if it's not in the "NOTES", there's nothing the customer can do. Hey, let's just record that 'customer x' called, but don't put in what you told him or her. That way, whatever you tell him/her to do can't be held against NEXTEL, and they are screwed. I tried for 45 minutes to get this supervisor to understand my side, but she kept reverting to the fact that there was nothing in the notes, so I have to pay it.
She then informed me that there may have been some misinformation by the rep, or even misunderstanding on MY part. To fix this, she said she would be sure to notify Susie's supervisor and coach Susie on proper handling of contract terminations. Does that help me? Nope, I just need to pay the bill I was told we wouldn't get.
Don't pay it, you say? Can't do that--it'll go on her credit. And since we want out of this apartment soon, it won't look good to have an unpaid bill on our credit. So, I have to scrounge up some money that would have helped eliminate our credit cards and instead pay Nextel who 'misinformed' us.
You can say it's our fault for terminating a contract and not expecting a fee. You know what, the supervisor said the same thing. What should one do in this case? Maybe call the company's customer service and get a quote of what it would cost. OH WAIT, WE ALREADY DID! She then said I should have talked to a supervisor. No, I did what I was supposed to do--call customer service, and do what they tell me. But since Susie didn't put in her notes what she told me (she did put in about me asking about cancelling the contract and porting the number though--how convenient for Nextel!!), Jen and I are stuck with this bill.
So I'm on a campaign to use the internet to get the message out: Avoid Nextel!!! Go Verizon!!
SANTA FE, NEW MEXICO -- This is the complaint letter I sent Nextel:
I am writing to express my complete dissatisfaction with the quality of service which I am receiving from Nextel Communications. My cellular number is (xxx) xxx-xxxx.
The reason I am writing is that I did not receive my voicemail message for AN ENTIRE MONTH! I am a single woman who lives alone and I have no land line in my home. I am 100% dependent on my Nextel cell phone to keep me in contact with business associates, family and friends.
This afternoon, while I was at work, I received a call on my Nextel cell phone. However, due to a deadline, I was unable to answer the phone in that moment. A minute later, the phone chimed again, letting me know that I had received a voicemail. When I checked the voicemail, I discovered, to my complete horror, that I had 19 voice mail messages. I sat at my desk, stunned, as I listened to messages dating all the way back to mid-December 2004 until the present time. This was the very first time that I was listening to these messages. I had never received any of these messages previously!
I immediately called Nextel Customer Service and Customer Support. I was told that there was nothing wrong with my Nextel cell phone. I was given a very vague explanation about how Nextel noticed a problem on their end and had subsequently "pushed" the voicemail messages through to me. I was told to call back if I ever experienced this problem again!
I am OUTRAGED. I depend entirely on this cellular telephone as I do not have a land line in my home. I need to receive my voicemail messages in a TIMELY manner. Some of the messages I received were from my personal physician, who was calling to give me test results that I was anxiously awaiting. She and her staff members left SEVERAL messages. Do you know that pain and anguish that I experienced while I waited to hear from them? Do you know how embarrassing it is that she believes that I ignored several calls? There were many holiday greetings from friends and family that I never received until today. Some had called more than once. I will now have to make many phone calls to apologize to many people for not responding to their voicemail messages, messages that I never received until today!
I have been very dissatisfied with Nextel Communications in the past. I experience dropped calls most of the time. Check my records. You will see that I often have to call a party SEVERAL times in order to complete a conversation. This is NOT acceptable.
Next week, I will be traveling to Puerto Rico. I can make calls to Puerto Rico through Nextel's Nationwide Long Distance network but for some inane reason I have been told that my cell phone will not work on the island. This is just another example of the inadequacy of Nextel Communication's service.
Not receiving my voicemail messages for an entire month is totally UNACCEPTABLE. There is no excuse for negligence like this. I expect to be released from my service contract IMMEDIATELY, so that I can seek a RELIABLE wireless service provider.
MORRISVILLE, NORTH CAROLINA -- First, I called their customer service line last month. They said our contract is up this month (April) and we would save $200 if we wait til April to cancel.
Phoned them again, got heavily accented person, who gave me this number to cancel: 1-866-235-1057. It had been disconnected.
Phoned their customer service again and got English speaker, but he put me "on hold" and eventually I got cut off.
Went to "Nextel Sucks" website to get their corporate number to override the useless customer service (703)433-4000. "Executive" would only give her first name, Deborah. She said we had to pay our balance by the 26th, then we could cancel the next day but right now our account is suspended because we ran out of money. She said if we don't pay by the 26th of this month, they'd automatically cancel our accounts and send our bill to a collection agency.
Is this the only way we can cancel?
I have never in my life dealt with such an idiotic mentality as many of the Nextel customer service rep's. 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'...?
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 suck 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.
12522, NEW YORK -- I've had Nextel coverage for a little over 2years. 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 the 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!
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.
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.