When my mother and I first took a contract with
Voice Stream I recieved a Nokia 5190 on 3/01,11 months later that phone wasnt working properly so I called Voice Stream and they sent me out another phone. When I recieved the new phone it was not working properly. At that time, I called Voice Stream customer care and they adviced me I could take the phone to any retail store and have it replaced.
I went to one of the Voice Stream retail stores to get another phone, they told me that I must talk to customer care, they directed me to a phone where I placed the call to customer care. When I spoke with the representative she told me that I must send back both phones and wait 7 to 10 days for a new phone.
At that point I became irrated and told the rep that it
was urgent that I get a new phone immidiately, I requested to talk to a supervisor. She came back and told me that the supervisor said they could give me a $50 credit on a upgraded phone. I told her I didnt want an
upgrade all I wanted was another working 5190 and ask if they could overnight it, her response was that they needed to get back the 5190 they sent me in order for me to get another 5190.
I told her I was not willing to wait and that I needed to talk to a supervisor, she put me on hold for an extented period. When she finally came back on the line she
said her supervisor authorized her to upgrade me with no attached charges.
At that time I was satisfied. She put me on hold for a few minutes, she came back on line and said everything was ok and that I would recieve the new phone in the next couple of days. I recieved the phone and everything was ok. A few month later my mother called Voice Stream and
they told her that the account had been extended for another year.
I do not understand why Voice Stream did not advice me of this. I feel this is a scam becouse if I would have know that the contract was extended, I would have never ever taking this new phone, is this how Voice Stream retains its customer, by scaming them. I ask anyone that is considering Voice Stream as their cell phone carrier not to do so, the companies customer care unit is the worst I have ever dealt with.
Wally
Orlando, Florida
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