Nextel/Sprint Complaint - Nextel/Sprint Customer Service
GRAND BLANC, MICHIGAN -- 4 words. DO NOT DO IT! This is pertaining to "Sprint together with Nextel." Been customers of Nextel for some years and currently love the plans and we are on month to month for 1 phone and contract for another. Everything was fine until one day in January 2006. Here is the quick story: A representative advised me would give the 3 phones we have (2 on month to month and 1 on contract) a set discount going forward every month. Oh yeah, the rep stated "notes are documented we will take care of this, the discounts will be on the next bill"-or so they said. Pretty funny when I called Nextel back, no record of discounts! Seems like everyone has this problem. In February 2006 somehow, I got in touch with a Supervisor who pulled the recorded conversation (you can request to have it recorded)between myself and the representative and honored what the rep stated to me. Still no discount on the bill. In between all this, my husband cancelled 1 of our phone lines and guess what? They all were cancelled in March 2006! Their response to me was "I guess your husband was not specific enough on what line to cancel." How more specific can he get when he told Nextel "Please cancel (XXX) XXX-XXXX." I guess that was not specific enough. Finally turned on the 2 phones back on and another Supervisor stated "We will not charge you the $250 cancellation fee because of the one phone on contract was cancelled." Let me get this straight, Nextel cancelled all the phones in error and she is waiting the cancellation fee? Mighty nice of her don't you think since NEXTEL cancelled all our phones? WOW. The lady that I originally spoke to in January 2006 who told me about this discount that will show up on my next bill, called my house and was very "in your face" to me an advised me "she does not lie, she needs her job" and "if you don't like Nextel, go to another company." Excellent customer service if you ask me! I spoke to (no joke) 23 different service reps who say "I am so sorry for you inconvenience, but this is not my department." Wrote letters and e mails because of bad service and was told "we will call you back if we feel it is necessary." Moral of the story, no one can help you at Nextel. No one can make corrections to your bill and no one including Supervisors are accountable for their actions. Got a billing error? That is the customers fault. Disconnected service on accident? Customer fault. Been thinking on going to the media, since I have a full notebook of everyone I talked to at Nextel. Document who you talk to along with their name, extension, operator ID and department they are in. Funny how I was told no one can help me apply a discount since there was no notes in Nextels computer. Am I going to go to another provider? YES I AM. As soon and my discounts are applied.