SUNCOM Complaint - Customer Service - My Bad Experience
GASTONIA, NORTH CAROLINA -- I am so disgusted with SUNCOM that I am considering paying the $200.00 cancellation fee. When my phone broke after 10 months I called and asked what to do. The customer Service rep told me that I needed to contact Nokia....who made the phone. I did and was told that I needed to mail the phone to them. Before mailing the phone I called Nokia to ask if there was any place I could drop the phone off and I was told not within a 50 mile radius. So I paid $14.00 and mailed the phone in the next morning. After talking with some friends I was told that surely SUNCOM was suppose to provide me with a phone so I called back that afternoon. I was then told that what I should have done was instead of mailing the phone into Nokia I should have went by one of the stores located about 30 miles from me and they could have sent the phone out and gave me a loaner phone....plus I would have to put a deposit on the phone. Please keep in mind that my bill is paid promptly each month I receive it. I had decided that over the weekend I would go and do that because it was going to be 10-15 business days before my phone was returned. Two days later my 76 year old Mom was hit by an 18- wheeler and my Dad passed away unexpectedly approximately 2 weeks later. Due to the tragic circumstances my family endured I did not have time to drive to Charlotte NC so I decided I would just wait the 10-15 business days. I have called & sent SUNCOM several emails beginning February 13th until March 7th. The bottom line is no one returned calls and it seems that I received automated email for responses. When I spoke to customer Service I asked to speak to someone above the person I was speaking with and the girl transferred me to another coworker...she openly admitted this when I asked if she was her superivsor. She also advised me that she would have her supervisor call me back within 72 hours but that she would tell me the same thing. When my problems first began...all I really wanted was some concern....that never came. After being without a phone for 15 busines days I then requested a refund especially since I have now been without a phone for almost a month. There is so much more that was said but I'm truly burned out on the entire situation and SUNCOM. I understand rules, polices etc....but I believe if I was given the correct information the first time I called then all of this could have been avoided. Thanks to SUNCOM I missed some of the most important phone calls of my life. When SUNCOM says customer service is their top priorty......well I will just say I have my doubts.