UGH
Written: Jul 02 '01 (Updated Dec 13 '01)
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Pros: Over-the-phone reps seem more helpful
Cons: Salespeople not knowledgeable, nonchalant
The Bottom Line: I am livid about this whole experience, I feel cheated, and helpless because they don't seem to care about service AFTER the sale and AFTER you sign your life away.
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| katja00's Full Review: General Reviews of Cellular One Customer Service |
UGH! I just don't know what else to say to describe this experience.
A year ago I signed up for a year contract with 2 phones for myself and my husband. Mostly because he had a job in insurance, and would be driving around the western half of the state! No problems there, until my husband decided to switch careers and we didn't feel we needed the service any longer. We knew there would be a penalty for canceling early, and were prepared to pay it. The gal at the beginning told us about it. So we decided to go ahead and cancel the service. Only then when we called were we told the penalty was DOUBLED if you had 2 phones. Well, we couldn't afford to do that so we just stuck it out, paying 80 dollars a month was easier than coming up with almost 500 at one time!
Recently, our current contract was up, and we decided to keep the phones, and try to get the most minutes for the least amount. June 10th I went to a dealer in the mall here, and I don't know the specific name of the plan but we ended up with about 2500 minutes total. And it was about 20 bucks less than what we were paying. I did this without my husband, he was working at the time I went in, and the salesperson knew that, and told me I had until July 9th to change anything since no changes would take effect until then. My father was with and asked him again, he said yes. Before I left the little counter I asked again! He said yes you do. I went back to get my copy of the contract, as he had forgotten to give it to me and asked again. Again the answer was yes.
So I went home and discussed the plan with my husband and we decided that we wanted to go to one phone with minimum amount of minutes due to an overload of bills recently! :) So I ventured down to the kiosk at the mall on June 29th and spoke to the salesperson (a different one) and what does he tell me?? That since I signed that contract I can't change anything! I reiterated what the previous salesman had told me, three times no less, and that I wanted these changes. He went to the other side of the booth and made a phone call. I could not hear anything that was being said as we were in the middle of the mall and after about 5-10 minutes on the phone, he came back over and told me I could change my plan but I had to talk to a customer service manager at a different location (the main branch I guess)which was closed at the time! I don't know why he couldn't take care of this but I left it at that.
My husband called customer service on Saturday, the 30th, and was even told that no changes could take place because I had signed that darn piece of paper. He mentioned to the rep on the phone what I had been told and the rep told him that that was not true. Once that paper is signed it is basically set in stone.
So we are on our way back to the main branch on Tuesday to talk to this "manager" or whatever and hopefully can get this mess cleaned up. I will update my opinion after that.
UPDATE 07/06/2001
Well, after waiting until after the 4th of July, because the manager wasn't working that day, my husband, a bit frustrated with this whole thing, decided to call the corporate office. The reps there were more helpful and understanding, and we were able to switch our plan to what we needed. We still have two phones, they would not budge on that, but we are paying the minimum amount of about 29 dollars. However my opinion still stands, and after this contract is over, no more! I guess the bottom line is, why should we have had to talk to someone at that level to get satisfaction?
UPDATE 12/13/2001
In October, my husband went in to talk about these problems and spoke with a manager, she offered the next two months free. After that she mentioned we would be on a $19.99 plan for one phone, and $9.99 on the other, and voicemail was to be turned off (found out later that it wasn't and people were still able to leave messages!!). Just today, he went in to pay taxes (free, yeah right) and found out both phones are on $19.99 plans EACH and the SAME manager claimed there was never a $9.99 plan so she "couldn't have" offered it to us. Now I don't know about you, but I feel totally taken advantage of by this company and the people who work for it. I feel completely helpless and very bamboozled! I am going to send a copy of this or as much of it as I can through a feedback site to their corporate headquarters so they can be aware of how dirty their practices are.
Recommended:
No
Amount Paid (US$): 79.00 now 50
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Epinions.com ID:
katja00
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Location: ND, USA
Reviews written: 1
Trusted by: 1 member
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