From the beginning it was all mis-information, which I can understand to an extent since they just launched in Chicago. They are nice when they are selling but as soon as they see you with that cricket bag coming back to the store, it’s a different story. This is not excuse for what I experienced.
I signed up for the broadband at the Lansing, IL store, spent quite some time reviewing the terms and details. After I got home I spent several hours with customer service to get it activated properly and it barely worked with very slow speeds. It would not connect at EVDO, only 1xRtt, which is the like dialup speed. I called customer service, no help and proceeded back to the store the very next day, since I had ordered late in the day and the store had closed. I had tried it on 2 different computers and it different areas.
At the store, the first thing I was asked barely in the doorway was “Did you buy this online? ” in an effort get me out. Second thing that I was told right away was “What do you expect, we are not fully launched for another month! ” I said, then why did you sell this to me! Then I was given a number to call for broadband help, which I was told was different then the regular one. Being the last chance to return this I called from the store. I was on for 25 minutes while I explained the problem when the representative finally said she could not help me because she was phone support! So I went back in to the store to return everything. I had even tried it outside the store and it would not connect faster.
I was there over an hour in line, the store now closed, and I made it to the front. There was another person that had I had seen signed up the same day as me and was there returning it with the same experience! It took 30 minutes to cancel everything and process the refund, only to find out that I was not going to get the activation fee back. I made several attempts to talk to the manager and he decided he was going to completely ignore me and walk away several times.
The policy as stated on the receipt and as I was told was you had 24 hours to try it out before the activation was not refundable. I would have been happy with a store credit since I was planning to sign up again in a month (since they told me the service was not fully up yet) or at the very least put it towards phone service. But after mentioning this neither manager cared. The agent processing the return told to call the 800 number and that the computer would not allow the refund. I called the 800 number 10 times on different days only to get about 10 different answers regarding the policies, basically telling me the store needs to handle it. I went to the store during a different time and spoke to the other manger and she just did not want to hear any of it either.
Basically now, I will never ever sign up again and tell others the same.
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