Back to Verizon for me!!!
Written: Aug 04 '02 (Updated Aug 04 '02)
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Pros: Rate plans seem to be pretty good.
Cons: Customer Care? HA!!!!!
The Bottom Line: Keep firearms locked up when dealing with Customer Service.
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| deeann70's Full Review: General Reviews of T-Mobile Customer Service |
I just spent my morning with the second grade dropouts that they employ in the Customer Service department of Voicestream and I just have to vent off my anger!!
Here's my story....
I used to have Bell Atlantic Mobile which is now Verizon Wireless. I was living in NY at the time and had no problems with them. I moved to PA and there were no calling plans available in this area. I was still able to use the phone but it was costing me a fortune. I decided to cancel the service since I had fulfilled my year anyway. I explained to the Service rep at Bell Atlantic Mobile and he was very gracious about it and understood why I had to cancel and told me that they were working on my area but he didn't have a date when the plans would be available but to check back in the future and they would be more than happy to reopen my account. Fine. This was a few years ago.
Recently I decided to start shopping for a new phone and plan just for emergencies. I had tried some phones and I saw the $19.99 rate plan for Voicestream which included 60 anytime minutes and 500 weekend minutes and this included long distance. And they were offering two different phones free of charge. PERFECT!! Before ordering, I called the customer care dept. I asked the Customer care rep if the service was available in my area. (Pocono Mountains.) I explained that I had trouble in the past because I could not get a signal so I just wanted to make sure so I could avoid any problems. I gave her my area code and zip code and she said that I'll have no problem. In fact, they're even doing upgrades in my area all the time so the service will be getting even better! The only place that I would have a problem would be Pittsburgh and Johnstown, PA. Fine, I don't think I'll be visiting those places and I don't know anyone in those areas to call anyway.
I thank her for her help and go online so I can choose my phone and consult EPINIONS on the two models I have to choose from so I know if the phone is garbage. After being satisfied from the reviews (Love this site)that the Nokia 3390 was better than the Motorola I place my order and pick my plan. I had the shipping charges of $5.81 placed on my credit card and waited for my phone to arrive.
The phone arrived 2 days later which was 1 day earlier than the expected arrival. I'm like a kid opening the box. I follow the directions and charge the phone and install the SIM card. I let the phone charge and the following morning I call up the Customer Care department and activate the phone and receive my new number. That done, I decide to test out my phone and call my home phone. I get NO SERVICE on the phone screen. Hmmm. I try again. NO SERVICE. Okay! One more time! NO SERVICE!! (Sigh.) I call the Customer Care line again. "Maam, this service is not available in your area." WWWHHHHAAATTT!!!!!! I told her that I called to verify that it was and now I'm being told it's not available? On top of that, I paid shipping charges to have a useless phone sent to me and now I have to spend money on sending this useless phone back? Is this fair? I don't think so. I ask to speak to a supervisor. She gives me a number to call. It's not a toll free number but I call anyway. It's a FAX MACHINE!!! Okay, I'm on my way to blowing up. I call back the Customer Care-less dept and demand to speak to a supervisor. I have to go thru the whole story again. She tells me that there's really nothing they can do about it. HELLO!! I was lied to and spent money for no good reason!! I ask again to speak to a supervisor. She puts me on hold. I'm on hold for 5, 10, 15, TWENTY MINUTES!! No supervisor comes to the phone. I'm spitt'in bullets by this time! Customer Care, my behind!! I call up the sales dept because I'm on a roll now. They ticked me off and I'm not backing down!! I get a guy on the phone and I'm so mad and trying to control it that I can barely breathe while I tell him my problem for the upteenth time. He gives me the 800 number for the Administrative office. I call them and I am on hold for yet another 15 minutes before someone answers. I am about ready to eat my phone now. I tell the woman my story AGAIN and she apologizes and agrees that since the service is not available in my area, it is certainly not my fault. THANK YOU!! She tells me to return my phone and get a tracking number and call them with that number. Hopefully, I won't be on hold for an eternity. They will reimburse me my shipping charges. Let's see if they follow through.
If you have read this far, I thank you. Now, I'm not saying Voicestream is the worst company in the country. I think if the service plan is available in your area provided they don't lie about it being available, it seems pretty good. I think the rates are pretty reasonable. However, their Customer Service department leaves a lot to be desired. From the other postings on this site regarding Voicestream, I've seen many complaints regarding this going back a few years. Apparently they're not doing anything about it if it's 2002 and they're still getting Customer Service complaints. Ask yourself, do you want to deal with these people for one year?!
I bid you adieu as I head back to Verizon. If they tick me off, you can bet I'll be back online venting. Thanks for reading.
Recommended:
No
Amount Paid (US$): 0.00
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Epinions.com ID:
deeann70
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Reviews written: 4
Trusted by: 0 members
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