I have been a customer with Nextel for a year now and I am disgusted with the lack of professionalism that has occured over the past week.
I placed an upgrade order over websales on 10/8/05 for the new i930 phone and shortly after placing the order, I received an email confirmation. The next morning I checked and it said my phone was on backorder. I called customer care and asked the status of my order and when it will be expected to ship. Customer care said I had to speak with telesales.
They transferred me to telesales and after 30 min hold time, all I got was, "were sorry but we are not the department that can check that for you, customer care can only do that", and without letting me speak, transferred me back to the same people who told me couldnt help. The next rep I spoke to then told me I had to speak with specifically websales. They transferred me and I spoke with a lady who seemed very pleasant.
Well, much to my surprise after asking the big question "when"? I got the typical "we do not know" answer. I asked to speak with a supervisor and got the same response. I explained to the supervisor that a company as big as Motorola does not just leave one of their biggest clients in the dust for ETA's on stock replenishment. They said they still "do not know" I left it at that and called the next morning. Same answer but when I asked for a supervisor again, this time he told me it would be by Friday 10/14 when the phone would ship. I called Friday and after fighting on the phone yet AGAIN for 67 minutes I finally got a MANAGER of websales on the line.
This manager told me she would look into it and asked for my information and would call me asap by the end of the day. She at first told me I should get the shipment by next week. I told her I was told TODAY. She said no. Anyhow she never called me back.
I called customer care Sat 10/15 and after 30 or so minutes I got transferred to an agent who was very nice and tried everything possible to get answers. No luck. I was once again told to call back first thing Monday morning to speak with websales, which on their website says are open 7 days a week but were not open. (typical communication error once again)
This is very sad, to see two MAJOR carriers merge and can't even get their act together. Poor communication, support and management who has their heads up their asses. What gets me is how a HIGHLY anticipated phone that has been in the workings for 2 years and not to mention the FIRST smartphone Nextel is selling, is sold out so quickly. Its a classic case of not being prepared. Somebody royally screwed up. The phone was even taken off the website for sale on Wednesday. This is very suspicous.
If your going to do business, DONT leave you customers in the dark! At least sned an email to the customers stating what is going on. This is rediculous. I will NOT renew my contract with this company ever again. I URGE EVERYONE TO NOT TO GO THIS CRAPHOLE of a carrier.
Two big companies merging into one = bad
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