After 10 months of having my Blackberry Pearl, I went to charge my phone and while doing so, the phone jack on the phone, became unattached and disappeared into my phone. I called customer service and was immediately informed that nothing could be done, short of me purchasing a new blackberry for $300. My phone would not be replaced because I cause physical damage to it. After speaking to 4 different people, I thought I finally was speaking to someone who may have known what they were talking about. She informed me that she would give me an Exceptional Upgrade, I would only have to pay $75 to get a new phone. All of the information from her was suppse to be under my account, she told me to go to my local store and purchase my new one.
I got to the store the next morning, and explained my situation. The Sales Rep looked into my account and said nothing was noted, except that I had spoken to the warrenty depart. And I was informed that my warrenty was void. I then talked to the store manager. She informed me that the only thing she was able to do was to take $75 off the original price of the phone. I told her I would not be doing that and I left the store.
Again, I called customer service. This time I immediately spoke with a manager. He was rude, said he was sorry the rep had made a mistake, but he not change the situation into a positive one. He offered to charge me $150, and have it delivered within 7 days. Why should I pay double what I was quoted. It is not my fault the cs rep didn't do what she said she would. Why should I now pay double than what I was initially stated?
I am not a person who complains. This is actually the first time I have ever complained about a company. I have been in customer service for 15 years, I would never treat a customer the way any of the people working for this company have. If any of my employees treated our customers this way, they would be looking for new employment. I wasn't pushing for a free phone. I accepted the cost out of my pocket off $75.
Obviously I did not accept the offer of $150. I am currently using a friends old, old phone, and continue to contemplate what I should do. I absolutely want to close my account, but then that would also cost me $150.
I recommended your company to a friend, just 3 weeks ago, he was deciding who to go with, you or Verizon for his business employees. Obviously, I will no longer be recommending your company for his employees.
Thank you for reading my complaint. Please contact me if you would like me to continue my service with your company.
Thank you,
Angela
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