Cingular Wireless Complaint - Customer Service???
DAYTON, OHIO -- We signed up with Cingular in June of 2003. A 2-year contract at signing came with a free phone, so that is the option we took. In May of 2004, nearly one year after having signed up for service, the power button to the cell phone broke off and fell inside the phone. This was causing the phone to shut itself off. So we took the phone to the local Cingular office for replacement or repair. After waiting nearly 45 minutes for someone to help us, we were told that they would have to send the phone back to the manufacturer and if that company covered it under warranty (not considering this a result of the phone being abused) then there would be no charge. However, if the manufacturer did not consider it under warranty, then we would be billed for the new phone. No big deal there, as we were sure that they would cover the broken power button. We were also told at that time that the phones came with a one year manufacturer warranty. We were given a new phone (same exact model, in fact they sent us away with our old battery instead of the new one that was with the new phone) and waited another 35 minutes while 3 employees tried to share the same computer to process 3 different transactions (are the other computers in that store there just for show?? or maybe to hold the counters down?). All was well for 3 months. Then the new phone started to turn itself off. We called customer service and they said that the phones will do that to "update" and not to worry. This seemed strange to us, but figured there was not much to do about it at this point. Well we soon noticed that the phone would shut itself off if you pressed anywhere on the face of the phone. We called the store that we had gotten the phone from, and explained this to them. A young lady there said that since the phone was only 4 months old it would be under warranty from the manufacturer, if we brought it in the phone would be replaced. Off we went to the store to exchange this phone. Low and behold the guy there said that the phone was not warrantied. That the warranty offer was for one year from the date of the contract, not one year on the phone. We had been told differently by several of their employees, but none the less the phone was not exchanged. At this point we could no longer keep the phone on long enough to make a call. So I call the customer service line. The person I spoke to there offered to sell us a brand new phone if we would sign another contract for an additional 2 years...otherwise I was told that I would have to contact the manufacturer to see about repairing the phone. They would only sell us a new phone if we signed on for 2 more years!! I contacted the manufacturer and was told that the phone is warrantied for one year from the date that phone is activated, not contract dates, and that it would be repaired for free. We never repaired the phone though, instead we have paid to cancel the contract early and switched to a different wireless company. I have never before heard of a cell phone company that would not help you to remain a customer simply by selling you a phone that works.
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