BELOW IS MY COMPLAINT FILED WITH THE BBB:
I have had wireless broadband service through Clearwire for about 7 months now.During the first couple months I noticed some problems with pages timing out and dropped connection.I was using the 1.5mb service.About 2 months ago I upgraded to their 2mb service in an attempt to alleviate the problems I was having. After upgrading, my service became significantly worse, with service drop-outs, heavy lag and download speeds less than 1/4 of what I was supposed to be getting.I filed numerous complaints with their tech department and sent them speed test results until they told me to stop sending the speed test results into them because they had enough information. They then allegedly submitted a request to the engineering dept (or NOC). A month went by and no one contacted me, so I called Clearwire to find out what, if any action, had been taken. They said the support ticket had not even been looked at yet. I waited ANOTHER month and still no action had been taken on my support ticket. I asked Clearwire to cancel my account and waive the early termination fee based on the fact that they have failed to provide the service agreed upon in the contract terms. My request to waive the ETF was denied and the billing rep I talked to said that in accordance with their contract terms that I must pay the ETF if I cancel for any reason. I asked that person, "Even if Clearwire fails to provide the service they are supposed to?". She said, "yes".
I then spoke to a customer service manager and she said that I should go home and contact the tech department to go through their "7 step troubleshooting process". I have went through their "7 step process" numerous times and it fixed nothing. During the 2 months after I upgraded to the 2mb service I never recieved any e-mails or phone calls to update me as to what was going on. I gave Clearwire every opportunity to fix this over the past two months and have done nothing. Yet now when I am fed up and want to cancel they are finally willing to send a tech rep to my house. I say too little, too late. They had two months to fix this and I do not want to continue paying for a service that I am not getting. I never asked for any payments be refunded to me until a couple days ago when I learned that they denied my ETF waiver request. I simply wanted to end the terms of my contract because Clearwire failed to provide the service I was supposed to be getting. Also, I was told by the customer service rep who submitted my requst to waive ETF, that a rep from Clearwire would be contacting me when a decision was reached. They never called or e-mailed me, and if I would not have called to find out the status of my request I would never have known.
BELOW IS CLEARWIRE'S REPONSE TO MY BBB CLAIM:
To Whom It May Concern:
This is in response to your letter received by our organization on September 26, 2007, regarding Mr. . We would like to thank you for the opportunity to respond to Mr. concerns. We at Clearwire do see customer satisfaction as our priority and therefore regard every issue as critical and deserving of our immediate attention.
According to his September 2007 filing, Mr. expresses his dissatisfaction regarding the connectivity of his Clearwire's service. Additionally, Mr. is requesting to cancel his Clearwire service and that the Early Termination Fee be waived.
Clearwire has reviewed Mr. account and notes that he activated his service on April 18, 2007 accepting the promotions and discounts associated with a 2 year service term. As part of this agreement, Mr. was provided with free activation, (a $50-$150 value) and a $17 discount for the first three months.
Based on our reporting programs, there was no indication of signal or connectivity issues with Mr. service. Mr. states that he experiences lags when using his service for online gaming. Per our Level 2 technicians, without running trace routes, there is no way to determine the root cause of Mr. lag issues. Clearwire urges Mr. to contact our Technical Support department to that end.
Clearwire does require that all service issues be presented to our technical Support department for the proper troubleshooting and diagnostic efforts. Based on their findings and evaluation, a local field technician may be dispatched for onsite assistance. In the event that Mr. service issue is found to be irreparable, and unusable, Clearwire may consider an Early Termination Fee waiver.
Clearwire notes that cancellation of service prior to completing the agreed upon service term is subject to an Early Termination Fee. Based upon your activation date and time completed, the fee associated with your account will be $195.
Clearwire regrets any inconvenience this matter may have caused Mr. . If we may be of further assistance, you may reach us at 1-888-Clearwire. We are available Mon-Fri 8am-4pm Pacific Standard Time.
Sincerely, Diana Babin Corporate Escalations Specialist Clearwire, LLC.
As you can see Clearwire has no remorse for the 2 months of service they have already wasted and they have no problems with continuing this charade.
Tell your family, tell your friends. Clearwire is a fraud. They claim customer service issues are critical... I disagree. Two whole months to resolve connectivity issues and nothing?? And now they expect me to wait around for another couple months while they supposedly try to resolve this?? Too little too late. DO NOT get Clearwire, they think that just because they rip you off with a smile on their face and by addressing you as Mr/Mrs that everything is ok. I told Clearwire that they are no longer authorized to charge my CC anymore... The billing rep just laughed at me and said, "Yes we are." Clearwire is nothing but an unethical company full of thieves. I urge anyone and everyone that has had problems with Clearwire to file with your local BBB as well as the FTC, the Federal Trade Comission.