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 Horrific Customer Service
Posted Mon July 2, 2007 12:00 pm, by Natalia W. written to Nextel Communications
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I had called in May to have my service cancelled and to explain why. While trying to get switched from Nextel to Sprint (same company), none of their store reps were willing to help us. I was given a couple of reasons. 1.) The rep in MA stated that if I were to switch I would be charged a cancellation fee unless I went home and called to have it switched. Apparently there I would get refurbished "new" phones and no cancellation fees. I wanted new phones for myself and my husband that we could pick out. 2.) Another MA rep did not recommend that we do that for one reason. He said, "You will be ***** for the cost of the phones." 3.) When we relocated to SC, we were told over the phone that the reason why no one in a store would help us is because our switching services would not count towards their monthly quota and did not want to waste their time. Returning customers are a waste of time?? This was told to us by a rep when we called to complain.
We called to have our service cancelled. When they found out we were transfered and someone tried to offer us Sprint service and the new phones we wanted. Why did it take until we were ready to leave to have someone help??
We spoke with a rep who transfered us to who he said was his supervisor. Prior to that I had been hung up on twice. She was insufferably rude. Constantly interrupting me and not allowing me to speak. She raised her voice with me. At that point I said based on the fact that their company boasts about excellent customer service and that is one of the things they provide, then I should not have to pay a cancellation fee due to all the issues their reps were causing. She told me that "That is not going to happen". I said, fine, I will pay the cancellation fee. She told me that it was cancelled and that I would see it on my next bill for June 3rd.
Come June, we got a bill for service. It was never cancelled. There were no notes in our account about cancelling. The last note, according the rep we spoke with that day, was that ***** offered to switch us to Sprint and we declined. No reasons, just that.
We spoke with another person (supervisor) and she advised us that there is no supervisor by the name of *****. That our service was never cancelled. She assured me that it was now cancelled, but that I would have to wait until July to see that it went into affect. She assured me that she processed it. When I said that I need a confirmation number or something to that affect, she said that she was a supervisor and that she said it was done. I reminded her that I had already spoken to someone who lied about being a supervisor and did not cancel my service and did not put their notes into my account. I have to wait until July to confirm that it was cancelled.
The reps of Nextel/Sprint lied, misrepresented themselves and inflected unneccessary attitude and treated a 5 year customer horibbly.
I would like for my cancellation fees to be waived. ($400 + taxes).
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