They want to make the 'Customer' investigate and fix their own problems when its NOT the Customers responsibility to do so. Because I refused to do their work for them - 174 phone calls and 4 months time STILL didn't fix the VERY common/simple set-up/configuration errors of my Blackberry. Furthermore their toll-free Customer Service departments seem largely like unsupervised immature little children. So I finally had no choice but to return the device to the Nextel CEO - and this is what happened:
(Below) is my letter written to Sprint Nextel CEO Gary Forsee that I enclosed in with the return of my Blackberry (directly to him), and will explain to you why anyone will be OUTRAGED for having to call 174 times in the course of 4 months, and still not have an operational device. (Has any of this happened to you?) Please read below - this is very serious!
Dear Mr. CEO,
1.) Why, even after mostly 174 painful phone calls, in the course of four months to get my Blackberry running, your generally under-trained and appallingly immature Customer Service staff NEVER succeeded in bringing my Blackberry to proper operation?
2.) Why did your Customer Service Dept. tell me instead greatly differing unsupervised opinions on what was consistently wrong with my Blackberry and your Nextel reps. angrily contradict the previous Nextel reps. who transfer the call? Why, instead, was I forced to endure your employees call each other rude names, and pass-the-buck between each other - like little children, over the phone, day after day, week after week, instead of taking care of the problem? ALSO, most of the times I was on hold it was for the wrong department, AND, I've been ON HOLD with your Customer Service for longer than TWO HOURS AT A TIME. Compounding this horror was that most of the time the previous Nextel rep did NOT properly log the call/conversation for the next person/department, or for the purpose of seeing the pattern of very fixable and rather simple problems.
3.) Why one Nextel Customer Service phone rep, during October 2006, told me it was going to cost $180.00 and six weeks to repair the device WHEN IT WAS UNDER WARRANTY and the only problem was your ongoing Customer Service horror (not the product). This Blackberry still displays the old/wrong phone number it was once changed from.
4.) Why it took weeks, and the help of a Sprint store, to get the account finally closed. Remember, this kind of support lasted for four months until I reasonably gave up on Nextel and decided to return the product for a refund (you would have done the very same under such never ending hardships).
5.) Why I was always given dramatically different dollar amounts on what I owed to Nextel for unpaid minutes (I would stop using the Blackberry until all charges could be posted, then call Nextel, over and over, and hear greatly differing due amounts depending on the Nextel Rep I spoke to then your payment machines in Sprint stores would reflect 20% to 40% more than what any Nextel rep told me. For example: one rep. would tell me I owed $42.00, another would turn right around, call the previous Nextel phone rep "stupid" and tell me I owe $28.00. Another rep. a moment later would say $55.00, then your payment machine would indicate something like $88., then yet a differing amount due in a different Sprint store (???!) (this whole time my Blackberry was off and all charges had long-since posted to the account. WHY IS THAT (?!) Your Customer Service dept. told me again and again that the Nextel payment machines (in Sprint stores) are, in fact, real-time, true and correct, and, especially do NOT mark up and prices!
6.) Why was I given (by your Customer Service Dept.) five entirely different Nextel office addresses (different cities/states) in which I'm supposed to mail back my Blackberry for a refund? (And so I mail the device to one of those addresses only to have it returned months later with no explanation also the package did not even have my name on it, just a temporary mailing address of mine hand written on the package).
*** 7.) Why have I NEVER received my legally promised Rebate even after I've asked for it multiple time, which was not my responsibility to 'remind'(nobody I know has received their Nextel rebate as well, hmmm..., Class Action Lawsuit time - OR - time to visit with the Attorney General's Office for Criminal Investigation of Nextel/Sprint...)? (Its interesting how this was among your most common complaints earlier in 2008). ***
8.) 3 of your very helpful Professional customer service reps paled in the ocean of irresponsible whiny little children your managers hire for your toll-free call-in centers
It has been over a year now and I still have no response from Nextel/Sprint Corp. CEO Gary Forsee or his secretaries on any of my issues including my morally obligated refund. They still have my Blackberry too. To me no response from them means: irresponsibility of criminal proportions, no remorse for my extremely valuable time wasted (174 phone calls at up to two+ hours each - to little/no avail!!)
Not only were normal American Customer Service Standards largely absent during those four truly miserable months with Nextel/Sprint customer service, I've never seen (or imagined) such shocking and 'irresponsibly bad' Customer Service anywhere in the United States.
You are urged to contact your local ATTORNEY GENERAL'S OFFICE (local criminal prosecutor). It is YOUR RIGHT to use that friendly & helpful government office if you've been criminally wronged - they work for YOU and are happy and ready to help! Lastly, stay away from Nextel/Sprint if your lifeline is communication. Thank you.
private, District of Columbia
U.S.A. Click here to read other Rip Off Reports on Nextel