I was a Liberty Wireless "customer" beginning the last week of January 2004. I must say that the "service"
I've received thus far has been sub-par, to say the least. I have to inform you that I'm totally dissatisfied
and feel that NO ONE has tried, in any way to seek my satisfaction as a customer. It is my hope that this
in not a basic tenet of Liberty's Customer Service mission.
I received my first phone (Samsung model N400) the last week in January. At that time, I notified Liberty
that the OK button was not attached, but arrived in the box. I was told to send the phone back and
when it's received and processed in at the warehouse, a replacement phone would be sent to me.
I was also told that my account would be suspended and taken out of Auto Pay status until I received the
phone and called to have my first phone number re-started. I mailed the phone back on 7 February. I
called after the 16th of February and was told that the phone was not processed as received until the 16th.
I was then told that I would receive the replacement phone within 7-10 business days of that date. On
either the 2nd or 3rd of March, I called because the replacement phone still had not been received. I was
told, by a supervisor, that I should receive the phone within 72 hours.
After 72 hours had passed, I still had not received the phone. Once again, I contacted Liberty's customer service department. Once again, a promise was made to send out a replacement phone. The phone was finally received 10 March.
After receiving the phone, I called to have the service taken out of suspended status. I was informed at
that time that the service was not suspended, but deactivated. Since it had been deactivated, I would have
to have the phone programmed for another number. The new (2nd) number was finally programmed into
the phone after several attempts (three days, to be exact).
After this, I didn't even have one full day of
service before there was a new problem. Now, the phone had a continuous display that read Searching
for Service. I called Liberty again to inform them and they said the phone had to be returned.
The supervisor that I spoke to at that time made mention of the Advance Replacement Program, where the
replacement phone is sent out to the customer and when it's received, the customer then returns the
defective one. There was no mention of a charge incurred by the customer at that time.
There was, however, mention that the shipment of the replacement phone would be expedited. It wasn't. Upon
calling about the status of the replacement phone, I then learned about a $60 charge for the replacement.
After speaking with a supervisor, I learned that the fee had been waived. The 2nd replacement phone was
received 23 March. Again, the phone was programmed.
On 8 April, I made a phone call in the morning, then could no longer get service. I made a phone call to
Liberty, again, and was told when the warehouse received your phone, they thought you wanted to
deactivate your service. I inquired how this could be a possibility when this was the same warehouse that
sent me the replacement phone in the first place. I also inquired how the warehouse could pass on such
information without customer service investigating or following up with the customer in any way. No
answer was readily available.
At this point, I was informed that I could have my phone service reactivated, but there would be another number change. The 3rd number was the number I've had with
just as many cell phones. If this isn't enough, on 12 April I turned on my phone and got a continuous
tone that wouldn't stop. A call to customer service didn't ease my frustrations in the least bit. I was told, AGAIN, that I must return the phone in order to receive a replacement.
When I made mention of the fact that I should receive the replacement first, I was told that I would have to pay $60 (even though I would be credited once the warehouse received the 2nd phone). When I made mention of the fact that this fee was waived previously, I was told this was no longer a policy. When I asked to speak to a supervisor, I was told the same thing.
I am very concerned about Liberty's so-called customer service. In my 20 or more years in customer
service, I can truly say that I have never encountered a more blatant disregard for the satisfaction of the
customer. during the past 2 months that I've been dealing with Liberty, I must say that my satisfaction
has not been much of an issue or concern. I have dealt with more apologies than I can deal with. Along
with the apologies, I've dealt with people that understand how I feel or can relate with what I'm going through.
But, everything stops there. No one is striving to make sure the customer is satisfied. All I've been told is to call back, call back, call back. No one has made an effort to take personal interest in my particular case. Because of this, I'm inclined to believe this is not an isolated incident.
By no means do I believe the old axiom the customer is always right, but I do believe when one has a
position in customer service, he or she should SERVE THE CUSTOMER. This has not been the case with my account and service.
My level of frustration had reached its highest point, and I was still being told the same things over and over again (I'm sorry for the inconvenience; I understand how you feel, but unfortunately...). When will Liberty Wireless try to satisfy the customer? When will the customer be given some consideration? Is it the general practice of Liberty Wireless to keep the customer angry and dissatisfied? What will be done so as to keep the customer from being inconvenienced any further? No
one wants to wait for a supervisor that's never available. No one wants to deal with a supervisor that can only do what the Representatives do. No one wants canned answers and apologies. Don't keep
customers in the dark by continually dealing with representatives that cannot give them correct and
St. Petersburg, Florida