Terrible service
Written: Nov 06 '03
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Pros: None
Cons: customer service, coverage, dropped calls, customer service, customer service, and customer service.
The Bottom Line: Stay away! Direct connect is nice if you know a lot of people with Nextel phones - but not worth all the hassles and terrible service.
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| wildbluesky's Full Review: General Reviews of Nextel Customer Service |
Just a very short recap of my terrible experience with them:
Bought a phone off their website, backlight didn't work, sent it back for an exchange. They sent me a new phone, already activated, and started billing me for two phones (and charged me the $200 for the new phone)
Called, get transferred around/on hold for an hour a few times, finally get it settled "yeah, it takes 6-8 weeks for that credit to show up when the warehouse gets your old phone" ... huh? Ok.
A month later, phone gets shut off for non-payment (I had been paying my bill, just not the extra $300 that I was supposed to have been credited at any time)
Call, get transferred to a dozen different people, on hold, another hour and a half of my life wasted. This happens (my phone getting shut off) literally 5 or 6 times, each time I had to do through the same ordeal - transferred to a dozen different people, on hold for an hour, sometimes get transferred to someplace that didn't exist so I had to start the whole process over again. A few times they said it was turned off because I requested it, a few times they said they didn't know why, a few times they said it was for non-payment. The best was:
Them: "We can't credit your account because your account is deactivated"
Me: "Well it's deactivated because it's been over 4 months and you still haven't credited my account from the returned phone and where you guys screwed up and charged me for 2 phones for a month, plus setup fee"
Them: "Well we can't activate it until the past due balance is paid for - do you have a credit card number?"
Me: "Uhh.. ok, you can't activated because it's past due, but it's past due because you can't credit the deactivated account"
Them: "Yes"
Me: "Do you realize how stupid that is?"
Them: "Well, that's just how our system works"
Finally, after 4 or 5 months, I talked to a lady who was actually helpful! She just said "Sure, all I need to do is just make it a (I forget the term she used... Courtesy credit or something like that) and you should be all set."
I wish I would have talked to her in the first place, instead of the dozens of morons before her. A month later, the returned phone finally showed up in their system.
And then, the speaker and outside LCD screen stopped working. I knew the phone worked, because there's another speaker built into the phone to give you speakerphone capabilty. I took it to an authorized Nextel service center to get it replaced (P & R Communications) I thought it'd be a quick exchange, but no. The lady that worked there said the phone had gotten wet, and that's why it wasn't working - and they couldn't exchange it because of that. She pointed at the exposed contacts on the bottom of the phone (where you plug in the charger) and said "See that green stuff there? That means it got wet" It was a tiny amount of corrorsion on the contacts - fairly normal for exposed contacts like that. But, she said she'd be happy to sell me a new phone for $300. I ended up finding the top half of the phone on ebay for $50, and replaced it myself.
Recommended:
No
Amount Paid (US$): 50/month
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Epinions.com ID:
wildbluesky
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Member: Mr Jones
Location: Dayton, OH
Reviews written: 9
Trusted by: 3 members
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