Nextel Complaint - Crappy service, unusable, and won't let me out of contract
KALAMAZOO, MICHIGAN -- My complaint is that Nextel won’t let me out of my contract even though their service is unusual in my area. I have been in contact with Nextel about the matter for well over a year now. I called Nextel Account Services today, and they refused to let me out of my contract.
I live on a busy road in Kalamazoo, Michigan and yet I do not receive very good service quality. In fact, I get a very high volume of “dropped” calls at my apartment complex (224 S. Kendall Ave., Kalamazoo, MI 49006.) On the campus of Western Michigan University, the other place I am a lot has really spotty service. My phone will have a great signal and then all of a sudden drop to nothing. Then, I’ll get a voice mail a couple hours later from someone who called but I never received the call. Actually, the fact that I didn’t get a message until a couple hours later is also not satisfactory, but that’s another story.
The fall of 2002, I called Nextel and placed what they call a “network ticket.” A network ticket tells them there is a problem they need to investigate. They called me back within a couple of days addressing my two service concerns. They said the terrain was bad in my apartment complex. As far as not working well anywhere else in Kalamazoo or on campus, they said the problem was due to a large increase in customers and not enough towers. They said the new towers in the area would be turned on in a couple weeks. After a few weeks, service was still horrible. When I called again, they said it would be another while yet. Then, they got the new towers and the problem was temporarily solved. At that point, the only complaint I had was poor, unreliable service at my apartment complex. But, I figured I could deal with that.
April of 2003, I signed another contract with Nextel so I could upgrade my rate plan. After this point, service problems started getting worse again. Not only do I not receive very good service at my apartment, but I have been receiving more dropped calls and poor service on WMU’s campus again.
Just a couple months ago (September/October), every time I made a phone call, my phone would read, “redialing.” It did this on almost every single call. I would hang up and redial the number, and then often it would go through. Nextel said it was a network problem and it would be fixed. They were kind enough to issue me a few dollar credit on my bill.
OK, I got the redialing problem down to a minimum. But, the service is getting so bad in this area that the phone is pretty much unusable. So, on November 25th, 2003, I called Nextel and punched the option for technical support. He transferred me to Government Account Services after deciding he couldn’t help me. I got a lady in Government Services and told her my problems. She looked into all of my calls in the past and concurred that I have been dealing with this issue for some time (over a year.) She told me she can’t let me out of my contract. Account Services is the only department that can do that. So, she transferred me to Account Services. The first two representatives I spoke with were really courteous. However, the lady in Account Services was extremely rude. She wouldn’t listen to me at all. I had to keep repeating myself quite a few times. She tried everything she could to get me off the line I think. She wanted to transfer me to Technical Support, but I asked “Didn’t I speak to Tech Support 2 representatives ago?” She replied “No you didn’t” in an extremely snotty tone. She finally said she would just submit another “network ticket.” I don’t know what good this will do. I’ve done that in the past as I noted earlier.
Nextel normally has excellent customer service, but evidently not right now. I am not going to continue to pay for service I am not receiving. The settlement I seek is to get out of my service contract now.
UPDATE: Nextel did finally let me out of my contract after contacting the Better Business Bureau.