Whatever Happened to Quality Customer Service
Written: May 10 '02 (Updated May 10 '02)
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Pros: Absolutely None!!
Cons: Poor signal, horrible customer service, and lack of customer support in any form
The Bottom Line: Avoid this cellular provider at all costs.
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| zoey710's Full Review: General Reviews of MCI Worldcom Customer Service |
Here is a copy of a letter that I wrote to MCI WorldCom Wireless. Never have I been so distraught with a companies customer service, or lack thereof, as I am with WorldCom. I only hope that nobody else ever has to contribute this much energy to resolving such a simple concern.
To Whom it May Concern:
A few months ago, on September 13, when I lived in Florida, I began using your cellular services. I fully intended on remaining your customer for the duration of my contract.
In the middle of October, I received very short notice that I was relocating to Los Angeles, California. I began attempting to contact your customer service two weeks before my move. This move was very sudden and unexpected. At that time I was aware that my stay in Southern California would become permanent, so I needed to have my coverage area and phone number changed as soon as possible. My first attempts were via telephone from my home in Florida; half the time the line was busy and I couldn't even get put on hold. After a week of being on hold for thirty to sixty minutes at a time, I decided to investigate your web-page, considering that it was referred to me by your 800 number telephone message. There I found an e-mail address, where I could send my requests. I sent three e-mails to your on-line customer service, and after another week, still no response.
I left Florida during the last week of October. While I was driving to California, I continued my attempts to contact one of your customer service representatives (CSR). After numerous calls, and being on hold for more than thirty minutes, I finally reached a CSR, only to lose my signal, in the panhandle of Florida, and get disconnected. That scenario continued to happen for more than one-hundred miles, along Interstate 10 in Florida. Despite my disappointment with your service and my growing frustrations, I continued to try and contact you during my four day drive to California.
Once I arrived in California, I spent another week and approximately four hours on hold, still trying to simply speak with a CSR, and make changes to my service. During one of my calls I remained on hold for more that one and a half hours.
Out of desperation, because I needed a phone for business and personal use, I finally went to Verizon Wireless and purchased a new cellular service. I was not going to incur any outrageous roaming fees through World Com Wireless, and my service didn't work half of the time any way.
While I was at a mall in San Diego, I asked a World Com Sales Representative for a phone number that would actually connect me with a person, so I could have my now major problem fixed. I did reach someone, in less than a half hour; however, he could not help me because he only works with "West Coast" accounts. Once again, I was referred back to the same 800 number, where I still could not get assistance from one of your agents. I even stopped by a World Com store, in San Diego, but the CSR there could not access my information. So, he sat me next to a phone, where I proceeded to be put on hold for more than fifteen minutes, again with the same 800 number. I did not, and still do not, have the time to spend holding on the phone, for hours.
When I finally spoke with somebody, I inquired about the minutes I had acquired while trying to contact you (World Com Wireless). She said, "We (being World Com Wireless) recommend to our customers, that they do not use their cellular phones to call customer service, and nothing can be done about the minutes." Firstly, nobody ever "recommended" that to ME. Secondly, I had no other phone to use and still don't have anything other than my cellular phone. I do not believe that you, or any other company, would want their valued customers standing at a Los Angeles pay-phone for two hours, and I will not endanger myself doing that, when I can use the phone that you provided me with, in the security of my home.
I was willing to, and wanted to, continue my service with WorldCom Wireless, before leaving Florida, October 28th. After receiving the treatment that you have dealt me, I need for you to correct your problems and my problems.
1. I would like all minutes incurred, while attempting to contact you, credited back to my account.
2. I want my contract terminated, without an early termination fee.
3. I want no more money to be deducted from my financial institution.
I will pay the $47.36 from my first statement dated 09/13/01-10/12/01, any additional pro-rated service costs, up to November 1st, and all personal air time above my allotted minutes. I will also return the phone and all of its accessories to you. Anything other than the aforementioned fees I will not pay. This is the result of the poorest customer service I have ever encountered, with any company. Had I know that my business, concerns, and problems were going to be dealt with in this manner; I would have never signed a contract with WorldCom Wireless in the first place.
I feel very confident in my opinions, and I am contacting you now in an attempt to resolve these issues, without involving my attorney any further in this matter. I will supply all payments due, $47.36, after you contact me in regard to this letter. Please contact me immediately, at (---) --------, any time between 8:00am and 8:00pm Pacific Standard Time.
Sincerely,
I never received a response from the above letter. However, 3 months after my move, I received an e-mail informing me that my phone number had been changed to the area code I desired, and my account had been updated to the region of Los Angeles.
Now May of 2002, I began getting 2 bills from WorlCom Wireless, for 2 individual accounts. One for the old phone number and one for the new, even though I never use the phone. I am still getting billed for the balance due on first phone number, and for service on the second phone number. Even thought I have requested numerous times that both accounts be closed.
With this kind of treatment toward me, their valued customer, I am positive that I am not their only customer who has had to deal with this immense lack of professionalism.
If this is the kind of customer service that our society can expect from the future of big business, well...... I pity what lies ahead.
Recommended:
No
Amount Paid (US$): 123
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Epinions.com ID:
zoey710
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Location: San Diego, CA
Reviews written: 2
Trusted by: 0 members
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