January 12
Kwanza Oliver Smalls
6614 Somersworth Drive
Charlotte, NC 28215
(704) 536-7080
WorldCom
P.O. Box 1178
Nederland, Texas 77627
Former mobile # 704-357-0509
new mobile # 704-957-5853
Re: Mobile Phone Service
Greetings:
My name is Kwanza Oliver Smalls and I became a WorldCom Wireless customer on November 30. I obtained the service through an independent dealer who gave me his card in the grocery store. Currently it appears to be the worst decision I could have ever made. From the very first day I have had nothing but problems out of my wireless service. On December 5th my service was deactivated in error. I learned this from a customer service represenative named Ann who I was able to speak with after being on hold one hour and 18 minutes. This was only after I had attempted to call several times but received the sorry but our business has jumped by leaps and bounds, therefore we can't take your call at the moment but we appreciate you for calling WorldCom Wireless and we value your business but you have to call us back at a later time. What kind of mess is that? That message alone is an awful showcase of customer service management.
How could my service be deactivated in error? Ann explained that, through no fault of my own, the system just kicked the number out. But don't worry, she said, we'll have you restored in 48 to 72 hours.
Now I had to wait 2 3 days to have the phone working again. When it was finally turned on at the 71st hour, my cell phone only worked 4 days before it was turned off again. I just assumed that once again it was deactivated in error. I called back and went through the same spiel hanging up, calling again, and again, and again until I finally got through and then waiting on hold an inconsiderable amount of time. It actually reminded me of the time I tried to win tickets to a concert by calling the local radio station, only worse.
To put a temporary end to this long, drawn out, nightmare: today is the 12th day of January and to date my service has been deactivated in error twice. Yesterday I could take no more and after my lengthy hold time I asked a very nice customer service representative named Ricci to speak to her supervisor. Lee took the call and proceeded to explain to me that the problem is that my cell phone number has been given away to another customer and now I would need to be given a new number. I couldn't believe this. (And still can't).
After I have given every family member, friend, associate, acquaintance, school and daycare worker my cell phone number it would now have to change. I was furious. Lee said there was nothing else that could be done. I asked why can't my number just be taken back from the person that it was given to in error. She simply said that in the contract that I signed to become a WorldCom customer it says that the company may take back a mobile number at anytime. Her telling me this only made it worse. So not only will I have to give out my new number again to all those people but I also run this risk of having my number changed again by the company.
I don't know how many ways I can say that this is the worst effort at customer service I have ever been exposed to. The only thing that could be done at this point is to change the number and hope that I get to keep it. Even then I will have to wait 48-72 hours to have mobile phone service again. Not to mention that after Lee changes the number for me I would have to wait on hold to speak with the TAC department in order to program the new number into the phone.
In order to compensate me for my inconvenience Lee placed a $14 credit on my bill and told me that the first time my service was deactivated in error the customer service representative named Ann should have changed the number right then but in order to take the easy way out she simply reactivated the service (then the phone would only work for a couple days and then be deactivated again).
I thanked her for the kind gesture but that did not dispel my feelings of being cheated by WorldCom. I also reminded Lee that the new customer whom will be given my cell phone number will more than likely be calling in to complain that they keep getting calls asking for a Kwanza and they would like a new number.
WorldCom Wireless is not my first mobile phone service provider. It actually happens to be my third and I am accustomed to being given excellent customer service and satisfaction. That should not change just because I changed companies. I am spending the same money, if not more, and therefore I expect the same type of service. That means that I intend to be given the utmost respect that I deserve. When I view the company's webpage http://www.worldcom.com/main. Phtml? Grph=1 there is no mention that customer's will have experience numerous hold times when attempting to call in or that the company can take back a cell number at anytime or that that your cell phone can be deactivated in error and then you must wait 2-3 days in order to have it activated again.
Neither does it mention that if you happened to have an emergency in that period of time you are simply out of luck, up the creek without a paddle, because there is no way to rush this process.
Now the ultimate question what can WorldCom do to compensate you for this awful experience and winback your approval, Mrs. Smalls? Simply, I would like 3 free months of cellular service ($150 credit) and be given the option of terminating my contract with no repercussions.
Thank you,
Kwanza L. Oliver Smalls
Charlotte, North Carolina
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