Nextel Complaint - Horrible customer service
CHARLESTOWN, MASSACHUSETTS -- I can't believe what happened to me today. Monday, I ordered a cell phone upgrade (new phone) and the representative whom I spoke to screwed up the mailing address that I gave him and the phone never got to me. But that's not why I'm filing this compaint. Today, I called NEXTEL because I hadn't received my phone, and I was literally patched through to at least 13 different people while trying to resolve the order problem. I kept getting menus that would lead me to 'out of service' numbers. People would patch me to other people who would patch me to others, and this went on for literally an hour. At one point, I was patched back to one of the people who I started with. I can't believe it! Never in my life have I been exposed to such horrible customer service. One of the reps whom I was talking to told me that I was given the wrong fedex tracking number (just one of the problems), and that's why I couldn't track the order (via fedex website). I finally got the correct one, and they said that they were going to call fedex and try and have the phone sent to the correct address. I was once again put on hold for another 10 minutes (this was after an hour being patched to several people (some whom I've already spoken to), and then I got a busy signal. This was the 5th busy signal I got while being put on hold. I hung up and decided to call fedex myself (now that I had the correct tracking number) and I was able to straighten out the address information. I still haven't gotten the phone... I'm crossing my fingers.
I normally do not complain about things, but this was beyond absurd. I got so angry, I was actually thinking about cancelling my phone service, but then I thought about it and decided not to cancel only to prevent any other problems (ie over charging, etc).
What a big waste of MY valuable time. As if I can afford to spend time on the phone for over an hour during my busy workday, just to straighten out a freakin purchase order. I can't believe you pay those people. Everyone just kept passing the buck to the next person. Great service you've got there.
To help keep me as a potential future customer, I would like the following:
What can be done? I spent $149.00 on the phone (that I haven't received yet) and wasted over an hour during my workday.
I think someone needs to restructure your customer service departments. That's what needs to be done.
At the very least I would like a response from your company regarding this incident. Thank you for your time.