Worst ever experience!
Written: Jul 18 '02 (Updated Jul 18 '02)
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Pros: None
Cons: VIRTUALLY NO CUSTOMER SERVICE!!!
The Bottom Line: Is is possible to do business with an irresponsive "provider" that provides no customer service?
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| fern_opinion's Full Review: General Reviews of Nextel Customer Service |
I am writing this review because it was my worst ever experience! I had very similar experiences as the first reviewer (pegdubuc, dated March 12, 2002) regarding Nextel -- virtually no customer service, extremely long wait times (in hours), dealing with unknowledgeable staff supported by poor/unworkable information systems and infrastructure, and receiving no responses from representatives of Nextel. It's really scary.
My terrible experiences with Nextel are too many to convey within a review. So, I will try to be as concise and brief as possible:
1. Unknowledgeable and uninterested Nextel staff made wrong recommendations given the needs I have conveyed to them (seems similar to the first reviewer's experience).
2. Long waiting times (in hours) to reach customer service representatives who switched me from one department to another, resulting in many hours (3 to 5 hours, in several occasions) of wait without resolving problems.
3. Given no help and customer service, I asked to have my account cancelled. Then, I was again switched from one department to another indefinitely. After about 4 hours of waiting and being switched around (which exclude time spent in earlier attempts to reach customer service), I had to beg a representative to work extremely hard to find someone who could cancel my account. Finally, after lots of hard work and extreme patience, I was given a cancellation authorization number!
4. To date, Nextel continues to send me monthly bills despite every action I have taken to cancel the order/account! (The entire package was returned to Nextel the next morning after receiving it, and letters were sent to the Retention department, customer service department, and the CEO to ensure that the cancellation was received and processed.) To date (after more than two months), I have not received any response to our letters and cancellation request (except the monthly bills!). Despite returning the first month's bill to Nextel with a note stating my cancellation authorization number, the monthly bills continue to be sent to me.
It was an incredible experience. I hope I had read the first reviewer's comments earlier. It was a complete nightmare and it's still ongoing -- since there seems to be no way I could have them cancel my account and order, which was returned to Nextel shortly after receiving it. Our correspondence and letters were also ignored by Nextel.
In summary, all I need from Nextel were to make a (right) recommendation based on my needs, and to help me activate my account (and later, to cancel my account). Unfortunately, dealing with these requests were beyond their capabilities.
I hope this message is helpful to others. It would have been extremely helpful to me if I had read the first review earlier.
Recommended:
Yes
Amount Paid (US$): none
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Epinions.com ID:
fern_opinion
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Reviews written: 11
Trusted by: 1 member
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