SunCom Customer Service is Pathetic!
Written: Dec 05 '01
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Pros: Pricing is great compared to other providers for valuable anytime minutes!
Cons: Customer service is HORRIBLE! Contract automatically renews without notice to customer.
The Bottom Line: SunCom provides extremely poor service and has ridiculous policies.
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| dimensionlady's Full Review: General Reviews of SunCom Customer Service |
Every time I call customer service I am made to feel like I am a nuisance and that my business is not valued. They completely ignore (not received is the term they use) requests. Ever time you request something of them they tell you to go to SunCom store and fill out some paperwork. The store reps are friendly and helpful and you actually SEE them fax the forms to SunCom but for some reason these things are never received. You call the toll free number and they say they will check on it and call you back but NEVER do, not when promised not a week or month later. Further inquires result in being told they are still checking on it. After going through all this to add my husbands name to the account we are later informed there is no such thing as a "joint account" that only one person may make changes etc. although we share the phone. They do not give you information you need unless you ask the specifically right question. The other person added can only obtain account information such as if payment was received etc. They could have saved me alot of problems if someone would have explained that in the beginning.
Another problem was that I could not set up my voice mail on my phone - I made several calls to customer service and they said they would reset the phone on the system but never did. The last call to customer service about this problem I was informed that the voice mail system is faulty and that I would just have to keep trying and that they always have problems with it. I received a notice bragging about their new improved voice mail system and I tried again. I still don't have voice mail after a year of trying.
The local SunCom store did tell me they can set it up for me but I haven't got back by there again to see if they really can get that done.
AT&T should be ashamed to have their name associated with SunCom. I have always liked the service I received from AT&T in other business dealing but their associate SunCom makes them look bad. Beware of the automatic renewal of the contract. You will receive no such notice and if you wish to cancel even a day after the renewal you pay the early termination fee which is very costly and you stuck for another year. They also have no provision for equipment upgrade. With the auto renew policy you get no incentive to renew. If you want a new phone you have to pull out the wallet and pay regular price for it - even if your contract is renewing and your phone is outdated or not working - and customers have to pay an activation fee for the new phone also.
I selected SunCom because of the price for the plan I needed. I also get good reception most of the time although there are low signal and dead areas within my city. I have been very happy with the service when in good reception areas. I do recommend them if you want a basic phone for emergency & travel use and you are the kind of person who doesn't make alot of changes or updates to services. The regional plans offer no roaming charges within a multi- state area and a "no surprises" bill was important to me and an important consideration for everyone. Just be mindful of your renewal date.
Recommended:
No
Amount Paid (US$): 40.00 month
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Epinions.com ID:
dimensionlady
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Reviews written: 2
Trusted by: 0 members
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