Clear Complaint - Clear - Writing the Rule Book On Wasting People's Time / Disorganization
When I first used Clear wireless internet I was impressed with it. Fast, easy, clear...just as advertised. My family used Clear wireless internet at our cabin on Bainbridge Island, Washington and its a remote location so like I said I was very happy with the service, but here it comes...
Sometime in March 2010, our signal quickly degraded and then lost all connectivity. Clear had no explanation for this other than that a tower had probably gone down and would be fixed shortly. Fortunately we were not going to be using the cabin for the next 3 months right about when that problem occurred to we moved the account into hibernation and hoped the problem would resolve itself as Clear had suggested.
Now, when I was coming back into town to the cabin 3 months later it was VITAL to me and my business that internet would be working at the cabin, so several weeks in advance I called up Clear technical service to explain the situation where it had left off and see if I couldn't get any new information that would let me know one way or the other on the situation BEFORE I got to the cabin. Keep in mind, I am in the communication industry and I know exactly the right questions to ask to get the answers I need. BUT as is so typical with large communications companies they insisted that it should be working and that I must be on location to troubleshoot before more aggressive measures were taken. FINE, not helpful, but not unexpected. In retrospect, 100% unacceptable...
So, the day comes that I arrive at the cabin and what a shocker, the internet is not working and the basic troubleshooting that was already done months before doesn't work again. HERE COMES THE KICKER. So, after all of this, I am finally upgraded to a "level 2" customer service person, or rather my representative puts me on hold to finally talk to someone who knows something. I'm on hold for about 2 minutes and my Rep. gets back to me simply telling me this, "Your service went down in March because we switched from a 3G network to a 4G network. You are no longer eligible to get service and your only option is to cancel."
This was PRECISELY the information I had needed weeks earlier, just a single nugget of information that could have settled it all and SHOULD have been readily available information for me, consumers like me, and most of all the customer service representatives, what a nightmare. How is it that I could not get this information several weeks before? How OBVIOUS does it get?! Their flawed bureaucratic approach hung me out to dry because apparently I needed to troubleshoot again before they could even so much as ask a technician if there would be any reason the tower(s) might no longer be servicing my home. WHAT AN UTTER DISGRACE, hung me out to dry and cost me time, business, and energy.
They should be ashamed.
They should be forced to notify consumers when a large change that might affect service is going to take place.
Their employees should be aware of said changes.