Nextel Complaint - Customer Service and Service Managers Who Cant do their jobs correctly, or in a timely manner!!
FLORIDA -- Nextel has become the most customer unfriendly company in the world. I guess since their merger with Sprint, us little guys just dont matter as the make the millions/billions (from us little guys). My phone was recently stolen/lost, and the first problem I encountered was their was nobody available to shut off the service until the following day, allowing unauthorized usage to cost me ridiciously (should Nextel have made international calls, long distance calls, or just went over my minute plan). Thats not the issue, the fact of the matter is that there was nobody available to service a customer in distress trying to do the right thing; STOP SERVICE ON A MISSING PHONE!!
LETS PROCEDE TO THE NIGHTMARE ON NEXTEL STREET.
We notified the customer service dept, and advised of the situation, and was notified at that time that our contract had repair/replacement insurance and would be easy to resolve the situation. Calling the customer service center a little later, to confirm that all details were finalized, I was told by another customer rep. that we did not have insurance on the phone, and would have to pay full price on the replacement phone. I made another call to the customer service line, and was ignorantly placed on hold for more than an hour, as the message stated that the calls were answered in the order they are recieved. Finally I got tired of holding on for nothing, and recalled another phone number for customer support, and was speaking with an agent within several minutes that was less than knowledgeable in their job description. After serval requests, I was FINALLY TRANSFERED to a customer service Supervisor, who, based on the circumstances of the ineffiency of their own customer service agents agreed to comp(credit)me with the cost of the replacement phone, and further agreed to upgrade the unit for no charge at all. The Supervisor transfered me to the shipping dept, who advised that their was no order posted on my account to credit or to ship me a replacement phone of any type. When asked to transfer me back to the supervisor, that person couldnt be located, and I was transfered again, this time to a supposed Member of Management, who failed to stand behind his/her own Customer Service Supervisor, claiming that there was no insurance on the account. How many sets of contracts do they keep at Nextel, as each agent reads something different from the other?! I am now requesting a copy of the "taped" conversations we had, including the outrageously long on ignore. I will not let Nextel treat me like this, as I pay my bill, at the rate Nextel charged me for minute usage. Now its up to Nextel to honor its own Commitment of Customer Service, even if they have to spend some out of pocket money..........NoPhoInHand 12/18/06