NEXTEL I730 SUCKS! SERVICE SUCKS! CUSTOMER SERVICE SUCKS!
Posted Wed December 1, 2004, by ASHANTI L. written to Nextel Communications
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The world thrives on communication today, which is why I'm so upset with the service quality at Nextel Communications. Quite honestly, I'm furious about this issue.
Here's my complaint: I have had VoiceStream (now T-mobile), Cingular, and Nextel. I have to say Nextel is the absolute WORST. I should have known there was going to be trouble because they messed up the initial bill. They overcharged my credit card for the phone and then told me there was nothing they could do until I received my first bill then I could call and get things straightened out. That was my first encounter with this company's incompetent customer service department.
A couple months after receiving my phone, I decided to change my rate plan. This company extended my contract, unbeknownst to me. It was the second time I changed my rate plan, that the representative informed me that the contract is extended when you change your rate plan. I was under the impression that Nextel had good service, so it was no big deal to me. How stupid was I!
Then I had problems with the phone itself. I had returned the phone to a Nextel store because of a speaker problem shortly after I received it. I didn't think anything of it. I figured every now and then you get a bad phone. No problem, right? WRONG! I have taken this i730 phone back to the Nextel store so many times it's ridiculous. I've had speaker problems, drop calls, I can be talking and the person won't be able to hear me, the phone shuts off by itself! It's ridiculous to be in the middle of a conversation and the screen displays call failed error 41F. WHAT THE HECK IS 41F or whatever code it displays. I talked to a company representative and this person told me that the i730 had to be powered down everyday so that the software could update and that's why I was having problems. WHAT IS THAT ABOUT? A high maintenance phone? Why do I have to powered down the phone for it to function right? If that was the case maybe you should have advertised that when you sold me the phone!
This phone is killing me! I never had to go through so many changes for a phone. My latest gripe is the button on the top of the phone closest to the antenna. That button has come off. I took the button to several Nextel stores/authorized dealers on several different occasions. One representative said that the tech could fix it. The tech can put a rubber button on my phone? Fine! The tech is never there. The least they could do is tell me when he would be available. I HAVE BETTER THINGS TO DO THAN TO GO OFF GALLIVANTING AFTER A NEXTEL TECH.
I asked about swapping the phone. They never seem to have my phone in stock any of the stores I have went to! HOW CONVENIENT! They always try to send me to another store. I SHOULDN'T HAVE TO GO CHASING AFTER A PHONE. WHAT KIND OF CUSTOMER SERVICE IS THAT? One representative suggested that I upgrade to another model I forget the number. In any event, he wanted me to pay $25 for the upgrade plus the price of the phone ($300-400). YOU MUST BE CRAZY! THE PIECE OF CRAP I HAVE DOESN'T WORK RIGHT AND YOU WANT ME TO PAY MORE MONEY TO UPGRADE. UH YEAH, LET'S DO THAT BECAUSE THAT'S A GOOD IDEA....NOT!
The coverage on the phone SUCKS! I don't know whether it's the phone itself or Nextel service but either way IT'S TERRIBLE! I can look at the phone and have a strong signal and the person will tell me I?m breaking up. DO YOU KNOW HOW ANNOYING IT IS FOR SOMEONE TO SAY "I DIDN'T HEAR WHAT YOU SAID, CAN YOU REPEAT THAT" THROUGHOUT THE CONVERSATION. I am not talking cell-to-cell I'm talking landline to cell.
I'm not surprised, and do you know why? I've been very dissatisfied with your company in the past. But given the nature of this problem, I'll take my business elsewhere as soon as the contract is up or maybe I'll have to seriously consider taking the $200 hit. And I'll definitely tell other people about my negative experience so they can avoid it in the future.
Here's what I'd like to see happen:
1. GET BETTER SEVICE
2. TRY ACCOMMODATING THE CUSTOMER'S NEEDS
3. IF THEY TOOK THE TIME TO COME TO THE STORE, DON'T SEND THEM ON A WILD GOOSE CHASE.
4. HAVE CUSTOMER SERVICE REPRESENTATIVES TAKE SOME TRAINING COURSES.
5. FIGURE OUT THE TECH'S HOURS. APPARENTLY HE IS EMPLOYED BY NEXTEL; MAYBE HE MIGHT WANT TO MAKE HIMSELF AVAILABLE TO CUSTOMERS.
6. SHIP THE NEW/REFURBISHED I730 PHONES TO NEXTEL STORES SO THAT MAYBE IF A CUSTOMER HAS A PROBLEM THEY CAN SWAP THE PHONE!
I hope you get back to me soon. In this age of modern communication, seemingly simple things should not go unresolved. I'll expect a response within 10 business days.
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