I switched from Cingular to Nextel in April so my company could have Direct Connect. I tried to buy the phones outright for the $500.00 list price (to avoid the contracts), but they wouldn't let me. They told me to get the service at all, there would have to be a 2 year contract.
I was happy with Nextel for the first 2 or 3 weeks, then I noticed the lack of signal, dropped calls, and many times that I had no service.
On my first two bills, rather than the 500 minutes I was supposed to get free, Nextel charged me for everything over 5 minutes. This was happening on one of my phones, the other 3 were fine. Both months, I called and they credited my account. For another two months after that they still had my plan as 5 minutes, but credited the bill for the extra charges. They finally (after 4 months) got my plan fixed on my bills.
In August one of my phones stopped working. I called Motorola about it as it was a Motorola phone still under warranty.
Motorola said "Okay we'll have Fedex pick it up tomorrow and you will have it back in 5 days"
That's all they said, they gave me no other options such as taking it to a service center, or mailing it myself. There was no mention of any charge for this service.
In 5 days I received the phone back, it still did not work. I did the same thing again. This time the phone worked.
In September I received my Nextel bill, there was a $55.00 door to door service fee on it.
I called Nextel who told me they billed it for Motorola. I called Motorola, who told me it was not them, it was a Nextel charge. I called Nextel back, who told me that the door to door service is a convenience they provide for their customers jointly with Motorola, Motorola should have told me about it, and tough luck I have to pay it. I called Motorola back and asked them why they didn't tell me about the charge. They responded that Nextel should have told me.
I never called nextel about the broken phone because it was a Motorola phone and the box it came in gave me a Motorola phone number to call for warranty repairs. Yet, I guess I was supposed to magically read their minds and call Nextel first so they could tell me about the charge?!?!?
I paid the rest of the bill except for the $55.00, wrote a letter to Nextel disputing the charges (to the address for billing questions on the back of the bill) also enclosing a copy of the report I made to the Better Business Bureau.
Next bill came in in October, it showed a late charge and carried over the $55.00. I called customer service, who didn't know there was an address to mail billing questions to, and didn't know who I could call about it to find out what happened with my letter. (Wondering if they ever even check that PO box.)
About a week after I paid the October bill (minus the $55.00 and Late charge) I received a "friendly payment reminder" that threatened phone shutoff and credit damage. That letter gave me a billing department number to call. I called the billing department who were very helpful (at first). I faxed them a copy of my letter and they were going to try to resolve the issue for me. Then 5 minutes later they called me back and offered to reduce the charge by $25.00. I said, sorry, no I am not going to pay any of it. They then said they cannot help me.
It has been about 2 months since this all started, and I have not received a reply to my original letter.
On top off all this, the phone they sent me stopped working again and I was told that they are not sure what is wrong but they think it is water damage and not covered under warranty. I know this phone has not been exposed to water since we got it.
I can't stand this company, I get terrible customer service from them, and none of my phones get good signals, half the time there is no service at all.
So, I don't know what to do now, I have ace credit and I don't want it screwed up, but I refuse to pay this portion of my bill.
I am also stuck with them for another year and a half, or I have to pay $800.00 in cancellation fees (for 4 phones).
Heather
Halifax, Massachusetts
U.S.A.
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