Does Nextel really care that my phone doesn't work?

Posted Thu August 9, 2007 7:02 pm, by Laura W. written to Nextel Communications

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I have had Nextel service for over a year. Other than a few minor complaints the service has been great up until about a month ago. On July 21st I called and opened a ticket because my phone service stopped working at my home. I called and was told that they were opening the ticket and that a engineer would be going out to take a look at the tower. A few days later I received a call from "Kevin" in the Roanoke Virginia office telling me my service should be working properly. I went home from work and my phone worked like it always did. Not even 2 days later, the issues started again. Those issues being, dropped calls every phone call, no serivce, system busy 22 and number not in service messages. I called back, they said the ticket was still open and that they would have someone look into it again. A day later my service was still not working properly at home. I called nextel again and I spoke to a gentleman who told me " well you'll just have to wait the ticket is open and there is nothing I can do"....I said "so I'm just suppose to go without service??" He says "i'm sorry there isn't anything I can do". What kind of customer service is that first of all??? 2 days after that I received a phone call from Sprint while I was at work telling me my service was fixed again. I come home only to find that it still isn't working. I call nextel AGAIN and speak to someone to get out of my contract because i'm tired of paying for a service that obviously isn't working. The gentleman tells me I can't be let out of my contract and he's sorry my phone isn't working but the only way to get out of my contract is to pay the ETF. Why would I have to do that when the service YOU are suppose to provide ME that I PAY for doesn't even work properly?? Is this how nextel operates??? Do you take advantage of people like this all the time?? I'm sick of calling and being told "there is nothing I can do." After realizing this person wasn't going to help me he suggest that I just go change to sprint. I explain to him that I've already tried that and that it doesn't work because for some reason my phone number won't port over. He says "I do it all day every day and it will work" well as much as I love being called a liar, I love it more when I can prove people wrong. I went to the sprint store the next day, tried to change from nextel to sprint and surprise surprise...it won't work! This is beyond ridiculous. I called nextel for the last time today. I am done being nice, I've never in my life seen a customer service that just doesn't seem to care about my feelings or the fact that my cell phone service still doesn't work. The lady i spoke to today told me that she had to call tech support before she could cancel my account without the ETF. She came back of course, told me that tech support had a 27 minute hold and that she couldn't hold that long and that until they closed the ticket my account would be charged the ETF. I explained to her that the ticket has been opened since July 21st. She said well maybe it hasn't been open long enough, i'm sorry 3 weeks isn't long enough. Then she said well we can't do anything until the ticket has been looked at. I pointed out AGAIN that someone had called me and told me the problem was fixed, but really wasn't and even she said she didn't understand why the ticket was still open. She the finally stated to me..."i'm sorry ma'am at this time there is NOTHING I CAN DO FOR YOU". At this point I am beyond furious and demand that some action be taken to either fix the service or release me from my contact so that i can find a cell phone service that will actually provide me service. I don't understand how Sprint nextel can release 1000 customers for complaining too much but you can't actually release me from my contract because you can't provide me with a working service that I pay YOU for. I must have a working cell phone for my job as I am on call a lot and this is interfering with making that happen.

I want to be released from my contract without having to pay the ETF and I want my bill balance to be taken to zero for all of the complications, lack of customer service, lack of actually caring that I have no cell phone service and the fact that you can't provide me full working service of a cell phone service that I pay for.

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Re: Does Nextel really care that my phone doesn't work? by benji Posted Fri November 30, 2007 @ 12:56 PM I know I am a little late about commenting on this post. But I have had nothing but problems with Nextel also. It seems that since they merged with Sprint, they have really dropped the ball. I don't care what those people posted... You are PAYING Nextel for a service. They need to provide you with that service. My mouth actually dropped reading the replies to your OP. They definately need to let you out of your contract without paying the ETF. My older son has the I880, and it does suck. This is his third phone, and the screens keep going black. The phone is way to expensive for it not to work correctly. Good luck! Reply Re: Does Nextel really care that my phone doesn't work? by |Ev1L| Posted Fri August 10, 2007 @ 11:35 PM I agree with S Brown and paragraphs being needed here. Nextel has always been about their walkie talkie (iden) service. Cell service has always taken a back seat to iden. I never had their service and even I know that. Basically, ask for a credit for time without service. And either pay the etf or learn to research providers BEFORE entering into a service agreement. Of course your other alternative would be to call, and call, and continue to call into customer service :) Reply Re: Does Nextel really care that my phone doesn't work? by CrazyRedHead Posted Fri August 10, 2007 @ 9:36 AM To be honest, No, Nextel doesn't care that your phone doesn't work. The phone is not there responsibility,it is yours. They only provide you with a phone to get you into a contract, after that it is your responsibility to maintain it and keep it up. They are still providing you with service it is the phone that isn't working properly, and since wireless service is not guaranteed everywhere, they will not release you from your contract without paying the ETF. Even the warranty is not provided by Sprint/Nextel, it is through the manufacture of the phone. You can either purchase another phone, you can cancel, or you can continue as is. This letter will probably not generate the response that you wanted or you might actually get someone in a generous mood and let you go without an ETF, but it is like a roll of the dice. It never hurts to ask, nicely. Reply Re: Does Nextel really care that my phone doesn't work? by Harleycat Posted Fri August 10, 2007 @ 7:50 AM Please consider the use of paragraphs, this letter is way too difficult to read. Otherwise, I echo what SBrown said, wireless coverage is not guaranteed. Reply Re: Does Nextel really care that my phone doesn't work? by S. Brown Posted Thu August 9, 2007 @ 8:08 PM No wireless company that I know of guarantees service in buildings or homes and therefore the fact Nextel cannot provide you adequate reception in your home is not a sufficient reason to have your contract voided without an ETF. Reply