ClearWire Complaint - Absolutely Unacceptable Customer Service
SEATTLE, WASHINGTON -- On the day that I started Internet Service with ClearWire (July 2nd, 2007), my service went down for a few hours. I called Technical Support, and it took over 25 minutes to finally reach someone.
They had me restart my modem, restart my computer, and a few other tasks which all ended with the same result: Internet connection down. At this point, the support rep put me on hold, then came back to say that the service outage in my area is a known issue, and that I should call back the next morning to speak with Billing about getting credit for the downtime.
Since this is a subscription service, I pay regardless of whether I'm using the service or not. As such, I would expect that the service be available and reliable when I decide to use it (as stated by their service level agreement).
I followed-up on July 25, 2007 when the service went down again. I spoke Delicia in Billing about the dissatisfactory service I was getting, and also the run-around at ClearWire (Technical Support deferring me to Billing, which is now deferring me to Retention, who refused to give me credit for the downtime).
I had to call ClearWire back 5 times just to speak to a Supervisor [Michael], who was then skeptical about my service outage, practically claiming that I'm a liar! Eventually, he did give me some credit for the downtime, but I just want to do the public some justice, and discourage people from doing business with ClearWire.
Their Internet service is okay, I am generally happy with it (quick and easy setup, generally available). But their Customer Service is absolutely unacceptable. They are so reluctant to grant customers credit, even when the technical issues are known and acknowledged. They always force me to call back again, deferring me to a different department, which defers me to a different department, and eventually ends up back at the same department I began with.
I had much better experience with Comcast, even though they are slightly more expensive. My parents are also happy with their Verizon service, so I would highly recommend one of these services over ClearWire. Unfortunately, I am locked-in to a 2-year contract with ClearWire, which I might consider getting my attorney to help me with.
ClearWire is absolutely NOT a company with integrity, NOT a company that cares about its customers. They do everything to lure customers with nice promotions and easy setup, but they couldn't care any less about customer retention.