I've been a VoiceStream customer for almost two years now. While I am generally satisfied with the overall pricing plan and coverage within my region, I've found VoiceSteam's Customer Care service to be lacking skill, professionalism, and concern.

Granted, anyone can have an unpleasant experience with a phone-in customer service center from almost any company. I've tried to keep that in mind as I've called VoiceSteram several times in the last couple years, yet each time I call in, I generally end up feeling the same way: dissatisfied, confused, and left with the short end of the stick. I honestly can say that my expectations have never been met, let alone exceeded, by VoiceStream's Customer Care service.

I've been told by VoiceStram Customer Care representatives that they can't help me, don't know how to help me, or that they will transfer me to a person who can help me only to be transferred to someone who is of no more help than the original person. I've been given solutions to some issues, only to find out that the "solution" was never started in the first place and there was no record of anything changing on my account. I've called in with equipment problems, told a free replacement phone would be on its way to me, and then find out after the phone arrives that I was being charged $70 for the equipment. I've phoned in to extend my service contract for 1 year (so that I could get a replacement phone for less than the $70 charge) and then found that they actually extended my contract for two years. I've been told that my new phone has a $50 mail in rebate only to find out later that it doesn't and only offered a short "I'm sorry you were misinformed."

All this would lead one to believe that VoiceStream needs some serious overhauling in their Customer Care division. I can't believe that my experiences are isolated. Buyer beware.

Recommended: No

Amount Paid (US$): 40/month