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Nextel Complaint - Customer Service
Complaint
I have never in my life dealt with such an idiotic mentality as many of the Nextel customer service rep's. In all fairness, in my many dealings with them, some of their employees are very good & trying very hard to help. Their abilities are limited usually because they aren't authorized to make things right.... and when you end up speaking to the authorized person and/or the Supervisor, the service and attitude quickly deteriorates. Quite honestly, I think it must be a mentality or culture that is ingrained within the company because there can't possibly be this many morons working at the same place.
Has anyone had any luck pursuing their problems with Nextel. Maybe the 'Better Business Bureau'...?
Has anyone had any luck pursuing their problems with Nextel. Maybe the 'Better Business Bureau'...?
Comments:
Posted by justcuz3993 on 2007-08-15:
What are the specifics of your complaint? You don't mention why you needed to talk to a Supervisor...
There are complaints about pretty much any company you can think of that has a customer service department. A lot of studies have been done about the high turnover rate of the customer service industry for all business types.
In the wireless industry, the average time spent as a phone rep is less than 18 months, according to industry studies, and most wireless businesses experience a 60% or higher turnover rate, which means that there is a constant flow of newly trained reps that do not know or understand all company policies. The reason for the high turnover rate is that the mental stress of taking phone calls for 8 hours a day becomes too much. The pay isn't great and many view it is a temporary job until they can move on to bigger and better. Having done this type of work before, I for one, have a lot of respect for those that do it, many think it's a job that only "morons" do, but I can tell you it takes a special skill set to be able to sit in a cubicle for 8 hours a day and talk to 70+ customers, many that are downright rude and obnoxious.
There are complaints about pretty much any company you can think of that has a customer service department. A lot of studies have been done about the high turnover rate of the customer service industry for all business types.
In the wireless industry, the average time spent as a phone rep is less than 18 months, according to industry studies, and most wireless businesses experience a 60% or higher turnover rate, which means that there is a constant flow of newly trained reps that do not know or understand all company policies. The reason for the high turnover rate is that the mental stress of taking phone calls for 8 hours a day becomes too much. The pay isn't great and many view it is a temporary job until they can move on to bigger and better. Having done this type of work before, I for one, have a lot of respect for those that do it, many think it's a job that only "morons" do, but I can tell you it takes a special skill set to be able to sit in a cubicle for 8 hours a day and talk to 70+ customers, many that are downright rude and obnoxious.
Posted by tstearns on 2007-08-15:
Latest problem is this: I changed to Verizon coverage on 5/30/07 and my Nextel contract expired on 5/25/07. I contacted Nextel on 5/24 & asked if I needed to cancel before contract expired or if I could continue coverage and pay per day until I ported phone #'s over to new carrier. They assured me I would only be charged per day of use of Nextel services after the contract expiration. My 16 year old son had contacted them on 5/23 & he received a different answer. Nextel had told him we would have to port new #'s on 5/25 to avoid another month of service. I contacted another person at Nextel on 5/25 just to double-check & they absolutely assured me I would only be charged per day. I did this just so I could have the names of two people who gave me this info knowing well that Nextel billing and resolution re: service issues is always a big challenge. I have reams of notes on all of my billing and service problems for the past few years of using Nextel. I was usually able to find a reasonable solution after spending hours on the phone and threatening to cancel service.... This time, because I have already switched to a new carrier, they are absolutely obnoxious and difficult. I'm trying to convince them I should only pay for 5 days of service & they're billing me for a full month. Of course they only have notes of my son's conversation with them even though the people I spoke with assured me they would document their notes. It may sound strange that I asked them to do this but I cannot begin to explain the problems I've had with Nextel. It is beyond what I could begin to explain, absolutely horrible...
Posted by UrFriendlyPirate on 2007-08-15:
I have Sprint and Vonage.
Posted by justcuz3993 on 2007-08-15:
thanks for clarifying what your issue is.
Have you asked for their customer relations department information since you haven't been able to get this resolved? You are correct, you shouldn't be charged for a full month if it was only 5 days, you should have received a prorated bill.
Have you asked for their customer relations department information since you haven't been able to get this resolved? You are correct, you shouldn't be charged for a full month if it was only 5 days, you should have received a prorated bill.
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