Great plans but marginal coverage. No longer in a league all their own.
Written: Jun 09 '03
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Pros: Prompt Customer Service by phone
Cons: Coverage area; New customers given preferential treatment over long-standing ones.
The Bottom Line: SunCom, just another phone company after your money.
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| bobnjen1's Full Review: General Reviews of SunCom Customer Service |
I have been a faithful SunCom customer since they began servicing my area 5 or more years ago. I signed up with them because of the no B.S. plans - simple, straightforward, and reasonably priced, and for the friendly, accomodating service both in person and on the phone (even if the operators did sound like they were all working from a warehouse in the Bronx).
Times do change however and the qualities I had found so endearing in SunCom's approach to customers both new and old seem now to be waning if not all-out disappearing.
This company's policies, reflected in the actions and attitudes of the staff on the front lines, have shifted from friendly, open, and accomodating to cynical and hard-lined.
In the last year or so, SunCom has become more and more like their competition who had driven me happily to their door step in the first place. I now find myself questioning my dedication to this company because the reasons for my past loyalty are all but gone. Their policies toward marketing and looking out for their customers have become as misleading and cut-throat as most all other phone companies and as a longstanding customer I am offended and disappointed.
Some examples:
1) I have paid approximately $4,000 in service fees to SunCom over the last 5(+/-) years, but they don't want to replace my worn out phone for me. Instead, they have offered, for $120, to sell me the same phone they GIVE to new customers by the truckload!!
After debating with a service consultant, I was transferred to an "advisor" who eventually offered me the "$120 phone" for $40. You see, I explained that I could simply leave SunCom and come back as a new customer to receive a FREE phone.
At first, the advisor argued that it would be a hassle for me to switch and I would have to tell everyone my new number, maybe get new business cards or stationery, etc. When I indicated that I'd do it anyway, he changed his tune and offered the phone for $40. This is basically the same amount as the activation fee I (or anyone else) would pay to set up a new acount. Coincidence? I doubt it.
2) In comparing with Alltel, I've found SunCom's coverage to be inferior, with "roaming" and "no service" areas, even disconnects in many unexpected places.
3) SunCom has resorted to being a part of these "booth" style setups in malls and discount clubs manned by poorly-trained individuals who will sell anything to anyone. They've also become part of the "lure them in with big promises" crowd, offering great deals that indeed are too good to be true, just like all the rest.
SunCom's only saving grace of late is their ground-breaking and simple plans with "anywhere, anytime" minutes and good customer service from the cell phone when you needed it (assuming you have a signal to make the call). HOWEVER, the other companies have been following suit for quite a while with "anytime, anywhere" plans of their own. SunCom has recently installed automated answering to replace the personal service which had been such a rare pleasure, so there is llittle left to make them stand out above the rest.
ALthough they initially raised the bar for the industry with sensible plans and good service (and the industry seems to have followed somewhat), the line that once clearly seperated SunCom from the rest is now very blurred if not completely indistinguishable.
Recommended:
Yes
Amount Paid (US$): 40
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Epinions.com ID:
bobnjen1
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Reviews written: 3
Trusted by: 0 members
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