I have been a VoiceStream customer for roughly four months.in that time I have recieved the worst service, most dropped calls, littel customer support, and alot of run around.
To make a long story short I bought the Nokia 3390 phone from a VS rep in my local area. I was told this phone had no issues and would not casue a problem for me. After having the phone for about 2 weeks it started to freeze up on my every week; currently the phone freezes more then once a day.
I have called the customer support line and was told that I could either 1) do an exchange for the same model phone for free; AS LONG AS VOICESTREAM DECIDES MY PHONE IS TRULY BROKEN or
2) pay for an upgrade and extend my contract with VoiceStream. An exchange would have been fine with me had it not been for the fact that VoiceStreams Hardware/Upgrade department told me the phone was the issue at hand. I was told by many rep's and managers in that department that they have alot of those model phones come back and 'if you get the same model you will have the same issues sooner or later'.
To this day I have spent over 14 hours on the phone with them, spoken to over a dozen people, treated rudely, had to deal with rep's who have little to no knowledge, and informed that the policy will not allow them to do anything for me.
Below is a letter that I have sent to the Customer Relations Department of VoiceStream in hopes of getting rid of my contract with them and moving on to a service where I get what I am paying for.
If anyone out there has these same problems or knows how to deal with this better PLEASE email me.
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Attn: Customer Relations
Customer Relations
Voice Stream Wireless
PO Box 37380
Albuquerque, NM, 87176-7380
November 9
Voice Stream Wireless:
My name is XX. I am currently a customer with VoiceStream Wireless through a dealer in Lansing, MI. For the past two and a half months I have had a horrible time with my Nokia 3390 phone. My phone has been constantly freezing up on me during all events. This includes while answering calls, while navigating through the menu, while charging, and while dialing.
I was told by the VoiceStream dealer that this model phone was supported by VoiceStream and would be an ideal phone; this has been anything but the case. Every time the phone freezes up on me I am required to remove the back panel, remove the battery for 3-5 seconds, and then replace and close the phone back up. When this is done I need to set the date and time as well as the month, after this the phone requires roughly 45-60 seconds to sync with the SIM card. After this is done I am able to use this phone.
While my phone is frozen I am not able to receive any voicemail, messages, or use the phone for any purpose. Due to this I have missed many calls and not received voicemail and messages that were sent to me. After doing a test of calling my cell phone from my house line ten (10) times, only five (5) of the calls went through and only three (3) voice message were actually left. On top of all of this I drop calls all the time and my reception is VERY poor, yet I live less then one (1) mile from the tower. I can actually SEE the tower from my house but I must stand in my drive way to receive ANY such signal from VoiceStream. This was all part of the service I am PAYING for but NOT receiving.
I have called the Customer Support number over a dozen times and have been told that my only option is to pay for an upgrade or to have the same model of phone sent to me as a replacement. I have spoken with 2 supervisors in the Upgrade Department (1-888-567-9910) and informed that VoiceStream has had many of these models returned for replacements and upgrades due to the problems that I have described. I have been informed by 3 of your customer rep's that they have had similar issues with this model of phone and have even stopped their friends from getting this model of phone due to the quality of it. I have a number of friends who have the same model phone on different service providers who have the same issue with it. I have contacted Nokia and was informed that is the VoiceStream network that is causing problems due to the way that VoiceStream sends data to my phone. T
hrough all of this Customer Support is only able to offer me an exchange for the same model when the model of phone is the issue. I have not dealt with anyone in the customer support area that is knowledgeable about this issue all I receive from Customer Support is Our policy will not allow us to do anything, Sir.
The exchange is not an option for me due to the fact that I will be sent the same phone that is causing the problems for me. I am being asked to pay upwards of $100.00 for another phone to receive the service that I am paying for now. I paid $105.99 for the Nokia 3390 but have received little to no use out of it due to the issues described above. I have asked to have my service with VoiceStream terminated but I was told I would be required to pay the $200.00 fee for the termination; this is unacceptable to me. I have checked with Consumer Affairs and an Attorney and been informed that I will be able to file a case of consumer fraud due to the issues and no service I have had with VoiceStream. Proper incentive to stay with your service might change my mind, but as for now I want a cancellation of my contract without any fees to my account.
Needless to say I am VERY unhappy with this situation. I have received NO customer support after spending nearly 14 hours dealing with Rep's, Supervisors, The Upgrade department, and over a dozen emails to your customer support address. The only response that I have been told was that Policy will not allow us to do anything'. I have been treated rudely by a number of Rep's and Supervisors and have been given no support or help in this matter.
My only options have required me to pay for another phone, or pay for a termination fee to cancel my service so I can take my business else where. I need a solution to this problem. I am not able to use the service that I pay for. Is this how VoiceStream treats its customers?
According to many websites and opinions by user of the VoiceStream system it appears so. If I were to not pay my bill this would not be acceptable to VoiceStream.
Yet I am required to pay for a service that I do not receive. Why should this be acceptable to me? I need a solution to this issue. I am asking for a resolution to this matter in a timely fashion. My information is listed below and I will await your call or mailing on this issue; please feel free to contact me day or night.
Sincerely,
Xx
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