Nextel Complaint - This company should get the Oscar for worst customer care, ever
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 wih 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 origninal 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.