Nextel Complaint - Wicked bad customer service
BOSTON -- First off i was lied to by my sales person and was forced to upgrade my plan. After a 20$ increase, two days later when I tried to use txt msging, the real fun began. I called Nextel to have them fix my phone and not once, but three times customer service asked me if I wanted to cancel my plan. This is a nice trick they play with customers who are locked into a contact. After informing them I was a new customer and would not receive any penalties if I did "cancel my plan", they were more receptive to my problem. I have gone through over month of phone calls to customer service (still haven’t fixed the problem), over 15 different people, 3 engineering departments, 2 managers, and 3 tier III tech support people. Two tech's actually up sold me to the tune of 10$. Each new tech that tried to fix the problem tried the same thing the last one did, each time ignoring the fact that I told them everything the last tech did. It was like the jar of pickles that wouldn’t open and everyone had to give it a try. Three people "took owner ship" of my problem, sure they did... it still doesn’t work. Did you know that Nextel technicians do not have direct lines, how convenient for them. I asked "How do your kid get a hold of you", there response "we have a internal connection, that we use". So I asked for that number and very quickly they changed the subject.
As I reflect on my extensive exploration of the Nextel customer service departments, I feel that they are probably one of the worst I've dealt with; and I have dealt with AT&T. The thing that bothered me most was that no flags went up for management, no one saw this problem through or cared enough. The experience I've had is a direct representation of poor management starting from the top. I feel the structure of the customer service is designed to give customers the run-around.
I realize this reads as a novel, but so did the "notes" on my account as one tech described. I appreciate your time, and strongly recommend that you never switch to Nextel, and if you do, I hope you never have a problem where you need to call customer service.