I thought a Blackberry could be a useful tool in my professional life. It's a great product if they had actual customer service management that practices accountability.
Some questions below written to Sprint Nextel CEO Gary Forsee will explain to the reader of this complaint why an innocent consumer would be OUTRAGED for having to call 174 times in the course of 4 months, and still not have an operational device, not including never-ending additional horrors. (please read below - very interesting. Have any of this happened to you?)
Dear Mr. CEO,
1.) Why, even after mostly 174 painful phone calls, in the course of four months, your generally under-trained and appallingly immature Customer Service staff couldnt keep my Blackberry consistently supported.
2.) Why did your Customer Service Dept. [predictably] tell me greatly differing opinions on what was consistently wrong with my Blackberry and your Nextel reps. Readily and angrily contradict the previous Nextel reps. Who transfer the call? Why, instead, was I forced to endure your employees call each other rude names, and pass-the-buck between each other - like little children, over the phone, day after day, week after week, month after month and almost never saw any progress? Please note: Most of the times I was on hold it was for the wrong department, AND, Ive been on hold with your Customer Service for longer than two hours at a time. Compounding this horror was that most of the time the previous Nextel rep did NOT properly log the call/conversation for the next person/department, or for the purpose of your archives.
3.) Why one Nextel Customer Service phone rep, during October told me it was going to cost $180.00 and four to six weeks to repair the device when it was under warranty and the only problem was your ongoing Customer Service horror (not the product). This Blackberry still displays the old/wrong phone number it was once changed from.
4.) Why it took weeks, and the help of a Sprint store, to get the account finally closed. Remember, this kind of support lasted for four months until I reasonably gave up on Nextel and decided to return the product for a refund (you would have done the very same under such never ending hardships).
5.) Why I was always given dramatically different dollar amounts on what I owed to Nextel for unpaid minutes (I would stop using the Blackberry until all charges could be posted, then call Nextel, over and over, and hear greatly differing due amounts depending on the Nextel Rep I spoke to then your payment machines in Sprint stores would reflect 20% to 40% more than what any Nextel rep told me. For example: one rep. Would tell me I owed $42.00, another would turn right around, call the previous Nextel phone rep. Stupid and tell me I owe $28.00. Another rep. A moment later would say $55.00, then your payment machine would indicate something like $88. (this whole time my Blackberry was off and all charges had long-since posted to the account. WHY IS THAT (?!) Your Customer Service dept. Told me again and again that the Nextel payment machines (in Sprint stores) are, in fact, real-time, true and correct, and, especially do NOT mark up!
6.) Why was I given (by your Customer Service Dept.) five entirely different Nextel office addresses (different cities/states) in which Im supposed to mail back my Blackberry for a refund? (And so I mail the (enclosed) device to one of those addresses only to have it returned months later with no explanation also the package did not even have my name on it, just a temporary mailing address of mine hand written on the package).
7.) Why have I never received my legally promised Rebate (nobody I know has received their Nextel rebate as well, hmmm..., Class Action Lawsuit time)? (Its interesting how this was among your most common complaints earlier this year).
Not only were normal American Customer Service Standards largely absent during those four truly miserable months that I tried to rely on my Blackberry for my business Ive never seen, or imagined, such shocking and irresponsibly bad Customer Service anywhere in the Western Hemisphere.
For those who suffered similarly as I have - please let's band together with complaints to your nearest Attorney General's office. It's their job to follow up with such criminal activity as mentioned here.
Stay away from Nextel, Sprint if your success depends on their customer service. Thank you.
Mark
DC, District of Columbia
U.S.A.
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