I have a long history with Nextel and up until 2 years ago when I purchased a Blackberry phone, all was actually OK. When I bought the blackberry, I had a monthly bill, before taxes, of about $200. This bill included $149 unlimited calling charges, $5 for replacement insurance and about $45 for blackberry service. Well, the Blackberry service rarely worked for me. I have NUMEROUS documented calls into Nextel Blackberry Support concerning the huge amount of Nextel Spam I received daily AND concerning their Web Client Service (email forwarding through Nextel that also included a non-functioning filter system for their Spam) which kept wiping out my information every 2 weeks, thus I rarely received my emails. The service did not work properly and Nextel continually blamed Comcast, my ISP, for their own shortcomings with failure of Web Client to redirect my emails and properly filter Spam... Because the blackberry service had failed me and did not operate in the manner in which it should, I finally complained after a year of bad service to their billing department.
Nextel credited my account for only 3 months of blackberry charges... Unfortunately, I really had about 20 months of inferior service that had been paid for and continued to fail. On April 28th my blackberry phone broke. I called Nextel's insurance carrier (the one I had been paying $5 / month to for 2 years) only to find that my broken phone was not covered. I then called Nextel. After a full day on the phone, having spoken to NUMEROUS people, I talked with a man named Barney. He promised that he would be the last person I would have to talk to and he would resolve the problems I was having. My 2 yr contract with Nextel was up I threatened to leave.
I explained how I felt screwed by Nextel concerning the blackberry service and insurance issues. He struck a deal with me to reduce the cost of my calling plan and said that Nextel would provide discounts and incentives which ultimately would reduce the cost of a new phone down to $13I decided, like a stupid a*, to continue service with Nextel. With Barney on the phone and the Nextel site open on my computer, I selected a phone from the "shopping" section on the Nextel site. I selected an i605 phone... This phone was equipped with blue tooth and said it came standard with a "rapid travel charger". Barney confirmed that the "rapid travel charger" was a car charger... All was good, I thought, after this EXHAUSTING day on the phone with Nextel and their bogus insurance company. I received my phone on Monday, May 1st but did not receive the car charger as Barney had confirmed... It was a wall charger.
My work schedule is very busy and I had learned that nothing is speedy with Nextel customer service over the phone and just did not have a day to devote to them... Until today, May 16th. I called to change ownership of my phone from personal to business and then dared to ask the girl to connect me to whoever could resolve my phone charger issue. First I had a woman on the phone that I could not understand due to her very heavy accent... She kept telling me to ship back my phone - why would I do this when I only wanted the car charger that Barney confirmed was to be included with my phone??? Then I got another guy (don't know his name) who passed me along to his manager "Brandon". To make a VERY LONG AND EXHAUSTING CONVERSATION short, Brandon said that he would not provide me with the car charger - the car charger costs $34.95 and Nextel has offered enough with the 3 months refund on my blackberry service and the deal that Barney gave me on a new phone. He also told me that it was not true that Barney confirmed that the travel charger was a car charger, inferring that I was a liar... He got nasty and I got nastier and hung up. Then I called back and talked with Eric, the vegetarian as he explained (odd, I know), for a VERY LONG AND EXHAUSTING TIME... Eric opened my account and repeated, verbatim, Brandon's words that were typed into the comments on my account. He even said that he was reading Brandon's words and said that after reviewing my account he could do nothing for me and that Nextel has already given me enough breaks. What breaks? They gave me NO BREAKS, rather screwed me for 2 years of blackberry service and shoddy insurance - because I received 3 months refund for blackberry service that never worked properly for 2 full years, did that mean I had enough breaks??? If I am paying the bill and they are not providing the service, who got the break??? I got screwed! If the service had worked, why did I spend so much time, every month, talking to Blackberry support concerning their non-working service my calls are all documented with Nextel! Today, I was only asking for the car charger that Barney told me was included. Brandon and Eric told me that they could do nothing for me. All I want is what I was told I would be receiving, a lousy car charger But now, they pissed me off. Because of their misrepresentation of their product and refusal to be held accountable for what they tell their customers, I will slam Nextel to anyone and everyone who will listen, every opportunity I get. They are unwilling to resolve issues and to provide adequate and effective customer service. They suck and I hope they all choke on the crap and lies that leave their mouths all this over a $34.95 charger. Screw you Nextel you are doing a great job of have pissing off A LOT of people, one at a time sooner or later it is going to bite you in the a*! Just look at your JD Power ratings you and your your employees SUCK! And if you think people don't read the ratings, you are mistaken. So what are your rankings? Lowest level of customer satisfaction Lowest for Customer Care PerformanceLowest for Retail Sales Satisfaction. I am glad to be a part of the JD Power Panel to accurately report my experience with a company such as yours.
Marie
Charlotte Hall, Maryland
U.S.A.
0 comments