• Report: #94777

Complaint Review: Nextel

  • Submitted: Mon, June 14, 2004
  • Updated: Fri, November 17, 2006

  • Reported By:Bremerton Washington
Nextel
www.nextel.com Internet U.S.A.

Nextel Customers Abusive and angry people Washington Internet

*UPDATE EX-employee responds: Correcting the Teletech/ACS inconsistencies

*Consumer Comment: Barb... I understand

*Consumer Comment: Barb... I understand

*Consumer Comment: Barb... I understand

*UPDATE Employee: Customer Care Rep, Oregon - Outsourcing Help Desk to TeleTech, ACS

*UPDATE Employee: Passing the buck... the reps are not properly trained

*UPDATE Employee: Passing the buck... the reps are not properly trained

*UPDATE Employee: Passing the buck... the reps are not properly trained

*UPDATE Employee: Abusive nextel customers

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I am a Nextel customer care rep. I have been doing this job for 3 yrs now. I must say that I am VERY tired of having customers call in and think that we are just slaves there to do thier bidding and that we are nothing, that we have no thoughts or feelings of our own. If we don't know the answer to a question in less then 5 seconds then we are called stupid and worthless and they want to talk to our supervisors. If we try to give them the answer to a question and they don't like that answer then we don't know what we are doing and need to be re trained. When a customer calls in with 200.00 in overage on the bill and they see the calls on the bill and they want us to credit them for the calls that they have made because "they didn't think they used the phone that much" and we tell them no we can't give credit for the calls they have made, then we are trying to screw the customer over.

I am saying all of this because I dealt with a customer today who thought that he could get me fired because I wouldn't transfer his phone services to another phone. He had called into the wrong care department and when I informed him of this he became abusive and called me just about everything under the sun. He claimed that he knew the VP of Nextel and that he would have me fired because I advised him he was in the wrong care department and that he should call tomorrow to the right one. Needless to say because of how he was treating me and not letting me explain he instantly wanted a supervisor. Big suprise there, and just to let people know, we don't have supervisors just sitting around with thier thumbs up thier butts waiting to talk to you, at times they are to busy to get on the phone.

Of course when I told him that my supervisor was not around at that time, he proceeded to say that I was not willing to help him and that I was being rude, then tried putting words in my mouth saying that I called him white trash and an *ss hole. I have never done that to a customer and I have no reason to now. He did get to talk to a supervisor and he did get his services transfered. He was also informed that 2 out of the 3 phones he was trying to use were listed as lost or stolen, that sends us a red flag in care as possible fraud on an account. If you ever call in to make changes you have to be autherised on the account to do so, it took us 20 minutes to get him verified on the account, this also says fraud to us if he has to search for 10 minutes for the account info that he is calling about.

All that I am trying to get accross is that customer care reps have no reason to screw over customers or to rip you off, we get no personal gain from it or great joy, we are just trying to get through the day and keep our nerves in tact. Maybe customer care would be in a better mood and treat you the customer better if you called in a little nicer and understood the stress and abuse that we go threw with every call we get.

Barbara
Bremerton, Washington
U.S.A.

This report was posted on Ripoff Report on 06/14/2004 01:21 AM and is a permanent record located here: http://www.ripoffreport.com/r/Nextel/internet/Nextel-Customers-Abusive-and-angry-people-Washington-Internet-94777. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 UPDATE EX-employee responds

Correcting the Teletech/ACS inconsistencies

AUTHOR: T - (U.S.A.)

I am a former employee of Teletech with over 3 years experience at he Hampton call center.

When i worked there, I was a customer care rep, tech support rep, and wireless web rep. We also fielded calls from corporate HQ number on the website. Our biggest complaint there was that we received far too many calls from cutomer care reps who botched a simple swap from one phone to another.

While we HAVE to take the call when they call, we were allowed to give instruction on how to fix the issue (because customer's don't like to be on hold for ten minutes to get a rep (who speaks very little English, because ACS outsources to India and the Phillipines), just to be put on hold and transferred to somebody else.

I also had many instances where the first thing a customer would ask me is if I was in Canada or not (because ACS is in Canada). to appease the customer, I would inform then to select the option for "Technical Support" fromt he IVR, just to make sure they didn't get a customer care rep.

I won't ever go so far as to defend Teletech, because they are/were a horrible company to work for with their unprofessional and dishonest management. It was a very oppressive environment, and truth be told, if you arebeing treated like dirt, you can't possibly give stellar customer service.

With that being said, the Hampton call center was known for having the BEST of the BEST. We were always looked to when problems needed to be fixed. in fact, countless Teletech employees have gone on to work directly for Nextel (which is across the street). That should tell you all you need to know about which company's employees received the best training.

Any Nextel employee in Lifecycle (who proactively calls the customer to offer stuff in exchange for contract renewal) or Retention (called Account Services-these are the guys who try to talk you our of cancelling) will tell you that when they have a problem they can't figure out, they'll usually try to find someone in there who worked for Teletech. If not, they'll call technical support.

Sometimes, the best way for a customer to get their problem fixed is to deal with their frustration first. Second, they should be realistic about their expectations (I don't care who tells you what, if you live in an area where no other phone service works, then there's a great likeliood that Sprint/Nextel wont' either. They all usually expand to the same areas at the same times. Third, treat the rep you are speaking to with respect. You still catch more flies with honey than you do with vinegar.
Fourth, make a note of who you talked to and when you talked to them, so if a problem does arise, you'll can say more than "Can't you look up who I talked to?"

I know it seems like a lot, but as a customer who is paying money for a service, you have a responsibility to yourself to make sure the service is meeting your needs. Keeping accurate records and acting like an adult goes a long way towards meeting that end.


hope this helps you in undertand what you can expect when you call in foro service.

FYI, most other cell companies are set up pretty much the same way. (I know Verizon and Alltel are)
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#2 Consumer Comment

Barb... I understand

AUTHOR: Darren - (U.S.A.)

Barb,
I understand your part that you are saying... I also understand the frustration on the part of the customer. If half the money spent on advertising the greate services actually went into equipment, training and service there would be a lot less frustration on each person's part.

The one customer did indeed sound like he was a real treat... and possibly trying to get over on your company.

There are, however, instances where things really go bad. With Verizon I bought a phone with 600 anytime minutes, 1500 weekend/evening minutes. My first phone bill was over $400. Since I was double entered into the billing system it came out to $800!

The first customer service person could not agree with me on even simple definitions... such as peak mintues, evening mintues and weekends. He wanted to on and on about my having mobile-to-mobile mintues. I continued to explain to him that each and every mintue was being billed as peak minutes.

I had used only about 45 peak mintues, but all the evening and weekend mintues were charged as peak minutes. Since we couldn't communicat I asked to be transefered to someone else.

They did see the problem and tried to fix it by saying that my promotional code had been entered wrong... the said that I was now set with 600 peak and 1500 weekend. When I asked about evenings she said that it was weekend only. I explained to her that I was looking on their site at that moment that said weekend and evening.

She looked at the site and was surprised because she didn't know that. This wasn't that long ago (2002)... so it was common practice for all the phone companies to have the weekend and evening minutes.

Needless to say, it took a year before I finally got a phone bill at my agreed rate. I would get physically sick having to call each month to dispute these calls. After a year someone went through and set the right codes in my phone and I have had $45 phone bills for the past year!!!

Luckily, no one accused me of trying to rip off the company... I wasn't... but I would get so tired of having to argue and explain. It felt so good when it was finally cleared.

So you can see... there are some of us that really really have been trough the wringer. As a final thought... I would really suggest that people are told how to set their phones to "HOME" only so they don't get the roaming charges.

There are a lot of people out there that have flashing VCR clocks... they shouldn't have to becomes ceel phone afficianados to use their phone for simple calls.

Thanks and I am sorry about the abuse!
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#3 Consumer Comment

Barb... I understand

AUTHOR: Darren - (U.S.A.)

Barb,
I understand your part that you are saying... I also understand the frustration on the part of the customer. If half the money spent on advertising the greate services actually went into equipment, training and service there would be a lot less frustration on each person's part.

The one customer did indeed sound like he was a real treat... and possibly trying to get over on your company.

There are, however, instances where things really go bad. With Verizon I bought a phone with 600 anytime minutes, 1500 weekend/evening minutes. My first phone bill was over $400. Since I was double entered into the billing system it came out to $800!

The first customer service person could not agree with me on even simple definitions... such as peak mintues, evening mintues and weekends. He wanted to on and on about my having mobile-to-mobile mintues. I continued to explain to him that each and every mintue was being billed as peak minutes.

I had used only about 45 peak mintues, but all the evening and weekend mintues were charged as peak minutes. Since we couldn't communicat I asked to be transefered to someone else.

They did see the problem and tried to fix it by saying that my promotional code had been entered wrong... the said that I was now set with 600 peak and 1500 weekend. When I asked about evenings she said that it was weekend only. I explained to her that I was looking on their site at that moment that said weekend and evening.

She looked at the site and was surprised because she didn't know that. This wasn't that long ago (2002)... so it was common practice for all the phone companies to have the weekend and evening minutes.

Needless to say, it took a year before I finally got a phone bill at my agreed rate. I would get physically sick having to call each month to dispute these calls. After a year someone went through and set the right codes in my phone and I have had $45 phone bills for the past year!!!

Luckily, no one accused me of trying to rip off the company... I wasn't... but I would get so tired of having to argue and explain. It felt so good when it was finally cleared.

So you can see... there are some of us that really really have been trough the wringer. As a final thought... I would really suggest that people are told how to set their phones to "HOME" only so they don't get the roaming charges.

There are a lot of people out there that have flashing VCR clocks... they shouldn't have to becomes ceel phone afficianados to use their phone for simple calls.

Thanks and I am sorry about the abuse!
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#4 Consumer Comment

Barb... I understand

AUTHOR: Darren - (U.S.A.)

Barb,
I understand your part that you are saying... I also understand the frustration on the part of the customer. If half the money spent on advertising the greate services actually went into equipment, training and service there would be a lot less frustration on each person's part.

The one customer did indeed sound like he was a real treat... and possibly trying to get over on your company.

There are, however, instances where things really go bad. With Verizon I bought a phone with 600 anytime minutes, 1500 weekend/evening minutes. My first phone bill was over $400. Since I was double entered into the billing system it came out to $800!

The first customer service person could not agree with me on even simple definitions... such as peak mintues, evening mintues and weekends. He wanted to on and on about my having mobile-to-mobile mintues. I continued to explain to him that each and every mintue was being billed as peak minutes.

I had used only about 45 peak mintues, but all the evening and weekend mintues were charged as peak minutes. Since we couldn't communicat I asked to be transefered to someone else.

They did see the problem and tried to fix it by saying that my promotional code had been entered wrong... the said that I was now set with 600 peak and 1500 weekend. When I asked about evenings she said that it was weekend only. I explained to her that I was looking on their site at that moment that said weekend and evening.

She looked at the site and was surprised because she didn't know that. This wasn't that long ago (2002)... so it was common practice for all the phone companies to have the weekend and evening minutes.

Needless to say, it took a year before I finally got a phone bill at my agreed rate. I would get physically sick having to call each month to dispute these calls. After a year someone went through and set the right codes in my phone and I have had $45 phone bills for the past year!!!

Luckily, no one accused me of trying to rip off the company... I wasn't... but I would get so tired of having to argue and explain. It felt so good when it was finally cleared.

So you can see... there are some of us that really really have been trough the wringer. As a final thought... I would really suggest that people are told how to set their phones to "HOME" only so they don't get the roaming charges.

There are a lot of people out there that have flashing VCR clocks... they shouldn't have to becomes ceel phone afficianados to use their phone for simple calls.

Thanks and I am sorry about the abuse!
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#5 UPDATE Employee

Customer Care Rep, Oregon - Outsourcing Help Desk to TeleTech, ACS

AUTHOR: C - (U.S.A.)

(Note: name left as first initial, as I am the only employee with that first name, and to post it, would expose me to possible retaliation for even admitting who does the outsourcing for Nextel)

First off, Nextel outsources it's Customer Care to two companies: TeleTech based in Texas, and ACS based in Texas. If a rep is from Coos Bay, OR, Portland, OR, Hampton, VA (and one other I forget), they are ACS.

The other company is TeleTech--and almost everytime I have to fix a screw up, it's got the "ttxxxxxx" (x == a number) tag on the account note. At ACS we are actually quite well trained, 2 weeks in the classroom,and three weeks in live on the phone classroom. I haven't recieved near this much training with any other company I have worked for.

I do apologize if you have ever been mistreated, or otherwise ignored; Most of the reps where I work are well trainesd, polite, courteous, and take pride in our jobs (we have a crxxxxxx code). The ones who don't, don't usually make it out of training. If you feel you aren't getting good customer service, politely end the call with something like "Something has come up, I'll need to handle this issue later.", and call back to try to get a better rep. Nextel gives us *wide* lattitude with which to handle issues--far more than any other cellular company. Most people don't know they keep track of our stats, such as Average Handle TIme (Must be under 6.5 minutes to get out incentive), our transfer rate (under 15%) -- if we go over, we can lose a week's worth of incentive, $2/hr--and at an $8/hr job, that's a big difference. COnstantly chatting us, making the call longer, can cost somebody up to $250 (depending on OT we've got in,and most of us put in a LOT of OT). Choosng the wrong option on the IVR (the menu you get when you first call in) and then requiring us to transfer you, hurts us, not Nextel. Some poor sap, that grosses $640/check before taxes and insurance costs, *needs* that $160+ every check--they're trying to feed their kids on it. And hey, if the rep is treating you lousy, I'msure you wouldn't mind helping ding their paycheck--but most of us aren't. And please, if you feel you got *excellent* service, ask to speak to a supervisor--they note every one, fill out a slip,and we get a letter, and it goes in out file--it *does* make a difference. (I get an average of 2-3 /week of these, as I do my damndest to treat the customer right).

The calmer you are when you call in, the breifer you make your explanation (we don't really want to hear you 10 minute story about how your sister's gall bladder surgery caused you to go over your minutes, and you think you need a new price plan--just tell us straight out you want a new price plan!), makes for us to better serve you. Call Center jobs are highly stressful, and often during peak times the calls come back to back (yes, as soon as you've hung up, the next call is beeping in--leaving us scrambling to notate your account). To customers who are polite, and reasonable to me, I go well out of my way to address their issue. It's hard to care about a customer who's screaming at you, and calling you names (the name calling actually doesn't get to me, it's the fact I *CAN NOT* interupt a customer.) Often times, I know what the problem is already (There are some very common ones), know the solution, and can often complete it in 2 mnutes, and make an adjustment to your account--*if* you let me get a word in and explain it to you. The worst calls I ever get, are ones where the customer bitches me out for 3-6 minutes, then hangs-up--when had they let me talk, I could have *easily* fixed their problem, andmade everything much better. Instead, they end up calling back (because of course, their issue never got solved that call) saying "The last rep I talked to didn't do anything."

And one last thing: If I tell you I really can't do something, I can't. TRUST ME: it's wayyyy easier (and faster) to fix your problem, than to argue with you for 20 minutes (thus screwing up my bonus possibly). ANd NEVER, NEVER, NEVER call in from your cell phone if it needs trouble shooting--the first step is almost always "turn your phone off, and then back on again please" -- and yes, 3 or 4 times a day, I get customers who do so, and immediately disconnect form us of course, lol. And that, of course, is too embarassing to tell the next rep, so it gets warped to "The last rep hung up on me" -- and guess what, we know your lying, becuase the last rep notated your account with "Needs to call back from landline phone to further troubleshoot their phone".

Smile when you talk to us, and we'll smile back for you, and go to the ends of the earth to assist you--pleasant customers are our highlight of the day! :)
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#6 UPDATE Employee

Passing the buck... the reps are not properly trained

AUTHOR: Lawanda - (U.S.A.)

I work in the hampton, va call center. i do customer care and technical support for nextel. i see both sides of the argument. As far as the customer care rep is concerned, i feel you i get the same calls day in and day out. as far as the dealers go, we give out information based on the resources that we have available to us.

most dealers we come across are lazy and send customers to care to get things that they know they can do for the customer on either the inc site or the snc site, like credits for their mistakes or like swaps to other units, also like exchanging their units if they are less than 15 days old for a BRAND NEW UNIT.

You don't know how many calls i get from customers stating that the dealer told them to call into care to get a credit for a promotion that their store offered but failed to produce the credit for, or the dealer will call in to ask for a credit on the customer behalf for service issues or for being placed on the wrong price plan. i send them right back to the dealer to get these things taken care.

Also i take a lot of transfer calls from customer care agents who don't know jack about what they are doing. most of the transfer calls come call centers in Canada. the reps are not properly trained and for the most part, just don't either have or use common sense. if the customer account is suspended for non payment of course when they make a call they will get the message of service restricted, HELLO!!!!, or if they don't have caller id service on the unit then all incoming calls will say take call from line 1 or just incoming calls.

The reps in Hampton feel as if we are the dumping grounds for everyone, dealers, customers, and care reps. they figure because we are the highest paid reps that we should just take everyone crap. well i got news for you, we don't. we send calls right back to care for such foolish things that they can answer and we tell dealers to use their resources. most of them don't even know that you don't have to call into care to send network tickets they can be done on nextel.com which they most likely all have access to.
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#7 UPDATE Employee

Passing the buck... the reps are not properly trained

AUTHOR: Lawanda - (U.S.A.)

I work in the hampton, va call center. i do customer care and technical support for nextel. i see both sides of the argument. As far as the customer care rep is concerned, i feel you i get the same calls day in and day out. as far as the dealers go, we give out information based on the resources that we have available to us.

most dealers we come across are lazy and send customers to care to get things that they know they can do for the customer on either the inc site or the snc site, like credits for their mistakes or like swaps to other units, also like exchanging their units if they are less than 15 days old for a BRAND NEW UNIT.

You don't know how many calls i get from customers stating that the dealer told them to call into care to get a credit for a promotion that their store offered but failed to produce the credit for, or the dealer will call in to ask for a credit on the customer behalf for service issues or for being placed on the wrong price plan. i send them right back to the dealer to get these things taken care.

Also i take a lot of transfer calls from customer care agents who don't know jack about what they are doing. most of the transfer calls come call centers in Canada. the reps are not properly trained and for the most part, just don't either have or use common sense. if the customer account is suspended for non payment of course when they make a call they will get the message of service restricted, HELLO!!!!, or if they don't have caller id service on the unit then all incoming calls will say take call from line 1 or just incoming calls.

The reps in Hampton feel as if we are the dumping grounds for everyone, dealers, customers, and care reps. they figure because we are the highest paid reps that we should just take everyone crap. well i got news for you, we don't. we send calls right back to care for such foolish things that they can answer and we tell dealers to use their resources. most of them don't even know that you don't have to call into care to send network tickets they can be done on nextel.com which they most likely all have access to.
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#8 UPDATE Employee

Passing the buck... the reps are not properly trained

AUTHOR: Lawanda - (U.S.A.)

I work in the hampton, va call center. i do customer care and technical support for nextel. i see both sides of the argument. As far as the customer care rep is concerned, i feel you i get the same calls day in and day out. as far as the dealers go, we give out information based on the resources that we have available to us.

most dealers we come across are lazy and send customers to care to get things that they know they can do for the customer on either the inc site or the snc site, like credits for their mistakes or like swaps to other units, also like exchanging their units if they are less than 15 days old for a BRAND NEW UNIT.

You don't know how many calls i get from customers stating that the dealer told them to call into care to get a credit for a promotion that their store offered but failed to produce the credit for, or the dealer will call in to ask for a credit on the customer behalf for service issues or for being placed on the wrong price plan. i send them right back to the dealer to get these things taken care.

Also i take a lot of transfer calls from customer care agents who don't know jack about what they are doing. most of the transfer calls come call centers in Canada. the reps are not properly trained and for the most part, just don't either have or use common sense. if the customer account is suspended for non payment of course when they make a call they will get the message of service restricted, HELLO!!!!, or if they don't have caller id service on the unit then all incoming calls will say take call from line 1 or just incoming calls.

The reps in Hampton feel as if we are the dumping grounds for everyone, dealers, customers, and care reps. they figure because we are the highest paid reps that we should just take everyone crap. well i got news for you, we don't. we send calls right back to care for such foolish things that they can answer and we tell dealers to use their resources. most of them don't even know that you don't have to call into care to send network tickets they can be done on nextel.com which they most likely all have access to.
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#9 UPDATE Employee

Abusive nextel customers

AUTHOR: Rob - (U.S.A.)

I work for a Nextel dealer. I know for a fact that the customers can be abusive, and for the most part don't want to be held accountable for their own mistakes. But all of the "passing the buck" that goes on in Nextel's customer care department probably isn't helping. You may not do this personally, but I can't tell you how many times I've had a customer come into my store expecting me to do something I can't, because a customer care rep told them I could.
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