My husband called Nextel to upgrade our cell phones to the i850's and purchase new accessories (body gloves, car chargers and an ear piece). He opted for 2nd day air because he was excited about the new products. Once we recieved our package (10/26/05) and examined the contents, we realized that four accessories were sent in error.
I called the number provided with the intention of asking for a return shipping label to ship the incorrect accessories back and exchange them or the correct accessories. I called Nextel at 6:30pm on the 26th. I hung up with Nextel at 11pm on the 26th. 4 1/2 hrs. On the phone with the most unprofessional customer service department I have ever meet. Nextel never treated me this way which makes me think that it is Sprint (since they recently bought Nextel) with the unprofessional service.
Anyway, back on topic. I called at 6:30pm and followed the correct prompts to get me to sales. I was on hold for about 15 minutes before getting a live agent. I told them my situation and they said I had the wrong department and needed accessory sales and that they would transfer me.
I waited another 20 minutes or so and got a live agent at about 7:10/15pm. They said I was in Telesales and needed the support desk and put me on hold for another 25 minutes. Now it's almost quarter to 8pm. I missed dinner with my family and one of my two babies was crying because I kept ignoring her. At this point, I'm angry and not only do I want my accessories exchanged out, but I want to be compensentated for the shipping (only $10 of a $700 order).
When I get a live agent again, I asked for a supervisor. I explained the whole situation and the supervisor said he was in Telesales and I needed accessories (after telling me he couldn't compensate me anything, regardless of the service I recieved). I explained to him that I had already been put through this and can somebody give me to somebody who knows what the heck they are doing? Again, on hold! This run around went on all night long!
I can't believe how many times I was bounced back and forth. The only reason I stayed on the phone so long and took all this misconduct was because I couldn't believe it was happening and I wanted to make a point once I got a person with half a brain to understand my reasoning. At about 9pm, I had enough. Now, not only did I want my accessories switched out and my shipping reimbursed, but I also wanted a "buy one get one" for the accessories.
So, out of the four sent to me in error, I wanted to only be responsible for two and no shipping (totaling $70 from a $700 order). For being on the phone for 4 1/2 hours due to the inconsistency of the employees and supervisors, I didn't think that was an unreachable negotiation. The conversation ended with no compensation whatsoever and a return shipping label was emailed to me.
I AM FURIOUS and don't know who to turn to. I want to seek a lawyer and go after the company, but that probably sounds rash and irrational. Nobody can tell me who is in charge of Nextel (or Sprint, whatever they call themselves), so apparently the company is being run by service agents with no managerial supervision?
As I write this, I am still in shock about the service I recieved tonight. 4 1/2 hours on the phone b/c of accessories that were sent to me incorrectly and by no fault of my own. 4 1/2 hours on the phone b/c of poor customer service, inconsistent procedures, and unprofessional staff. I don't know what to do? As I find my way to this website and look it over, I see that I am not alone.
Something needs to be done because big companies like these need to know that they can't bully innocent people (their clients) around! I hope my motivation leads me to the proper authorities that can help me make this unprofessionalism known to the public.
Teri
E.H.T., New Jersey
U.S.A.
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