Clearwire Complaint - Clearwire. . .clearly not worth the trouble
January 27, 2010
In the mere week or more I have been a clear customer, I have had nothing but problems. First, I was told that I was right in the middle of the network and using the USB mobile modem would be no problem. The rep, Kip, even told me he was able to download a high definition movie, using the USB, in six minutes. I found this hard to believe, but continued anyway.
After I became a customer, I got home and found that I could not get online with the USB modem. When I called for assistance, all the customer service representative could recommend was that I move my desk and such to the window. Rather than address the problem? I was able to talk to someone else who decided to send me the home modem. I was willing to have a look at this, however, it was not what I signed up for and defeated the purpose of getting mobile internet service. I decided to try it anyway.
After waiting for the home modem, it finally arrived and guess what? No service again. I called for technical support and they suggested I move the modem around to different spots to get a signal. I did so and got a minimal signal. Needless to say that at this point I am becoming irritated and ill impressed. I decided to try it.
Next I found either the discrepancy on my account or it was something else. I can hardly remember exactly as I have been on the phone with Clear nearly everyday since I have been a customer. At any rate, I expressed my concern about the charge, the representative I remember as Katherine, was helpful as I also expressed my hesitation at even continuing my service with Clear. She suggested a wireless router to boost my signal and provide me wireless internet at least in my home. Even though this wasn't the point of becoming a customer, I decided to give that a try. She said she would “over-night” this router to me. It didn't arrive for several days.
When the router came, I was excited though I had to drive across town in heavy traffic to pick it up. This took about an hour. Once I got it home, I commenced to set up my new router and hoped my problems would be over. Instead, a new set of problems emerged. The software did not work with my brand new laptop, there was $30.40 of funds still on hold on my bank account from Clear, and I was still not able to get online with the signal as promised by the Clear representative As of this moment, in fact, the funds are still on hold.
I have, by the way, also spoken with account services twice in regards to this. Once, I was even on a conference call with my bank and the Clear account representative The bank gave explicit instructions as to what the Clear representative needed to do to release these funds. Within a day or so I got an email from the bank saying that the Clear representative had not executed the instructions properly. I called and spent another 45 minutes on the phone with Clear. Incidentally, each time I have had to call Clear, I have spent at least 45 minutes to well over an hour on the phone each time. I don't even talk to anyone in my family that long.
Since then, I have been on the phone for an hour twice with technical support for the router. The first time was to get the router set up using online software, the second to voice the problem that whenever I restart my computer, I also have to reboot the router.
I am not encouraged by Clear's inept ability to solve problems. The continual apologies by each representative I speak to, have now become annoying and seem insincere. The funds are still on hold. I have spent hours on the phone with either account services or technical support. The service has not worked as promised and I now attempt to use a version of the service that I wasn't even in the market for.
In short, I am not impressed. I am currently looking to return to cable internet and use a wireless service through my cell phone service. I am curious as to how Clear thinks they will meet the needs of a growing customer base with this kind of service. I saw a Clear representative selling service at my college. I suggested that no one should sign up and shared a brief synopsis of my experience. I have also relayed part of this nightmare with the local Best Buy where I signed up with Clear when I bought my laptop. I will be happy to inform the corporate offices as well. As for now, I am simply tired of being on the phone.
To Clear I would suggest the following: Fix the problems, better train your support staff, take better care of your customers, financially compensate for the endless inconvenience. There is no chance that I would recommend this service to anyone. It has been the worst experience I have ever had with any kind of service.
P.S. It's funny. When I tried to email this to Clear, there isn't even an email address on their “Contact Us” page. Can't say I'm surprised. I would expect their In-box would be filled with letters like this one.