At the end of November 2003, my company was approached by Norvergence to add a telecommunications package to our office saving us approx 20% over our current bill. They were to give us 5 unlimited call minutes phones, two 800 numbers, unlimited long distance on our current 2 lines and a 1mb T1 for a fixed price of 20% lower than we were currently averaging, The cell phones were supposed to be up by the 1st of January and the T1 by February.
In mid December, we received a fax telling us that if we set up direct deposit we would get 2 months of cell service free. ($200 saving). We signed up for this and 2 days later Norvergence withdrew 1 month in advance the full $816 a month we contracted for even though the service would not be installed until February. So in December we paid our current Version bill plus a full Norvergence bill. (As of April we are still not up on the phone system)
After not receiving any cell phones after the first of the year, I contacted Norvergence for a follow up. They informed me that before the could give us our cells that we had to fax them our current cell phone bills from our current carriers. At this time I also asked about the 2 free months of cell usage and they told me they had no record of that fax. I then faxed this offer, plus my cell phone bill and called the other members of our group and had them fax their bills and where to ship the phones (We are located in 4 separate locations). The next day I called and asked if Norvergence received the information. They said they did not get it. I faxed mine again and asked the person I was talking to (Cortney A) if he received it. He answered that he had it in hand. A week later I get a call from the wireless department asking me to fax them my bill. They had no record of the prior faxes. To make a long story short, I faxed my bill 6 times. My Father faxed his 3 times and John K 2 times. Norvergence lost 8 of the faxes. This started us to worry what kind of service this company had.
John K's phone was shipped at the end of January to our Home Office in Edison NJ instead of to the New York address he provided. Again another incident to add to the little doubt that was growing about this company.
In mid February, Verizon notified us that the T1 was installed. I called Norvergence and left a message. 2 days later I called again and 2 days after that I asked for a manager with no response. I then called and asked to cancel the account. James S... called me back promptly and told me that he would send out a technician to install the MATRIX box. I assumed this was to hook up the T1 to our phones. The tech came and the box was installed and he had me sign that the box was installed. This is where I made my mistake. I assumed that installing the Box would get the T1 to work with our phones. No, that paper was that we had accepted deliverance on a piece of equipment that is leased to us for 60 months. The connection is supposed to come later. When I found out that I was not on a T1 but still on DSL I called James S... and was told this was step 3 of a 5 step process. We were locked in to a 5 year contract at step 3 before we had service! This really started me to worry. I asked John when the cells would arrive and he told me that porting our numbers takes some time and that we were in the queue. (In the queue since end of January)
On March 23, 2004 my AT&T cell stopped working. I am a computer programmer and have many clients who can only contact me through this number. I am also CFO and programmer for my brothers medical practice. And lastly, as I travel a lost, this is the best way my family can reach me. Being out of contact will cost me money and good will. I called James S... and asked this be rectified by overnighting a phone to me at my Florida address which I gave him since the last cell shipped went to the home office and not to the person needing the cell. He personally assured me that he would deliver the message to the wireless department and would send me the tracking number.
On Wednesday, March 24 my home office called me at 3pm saying a cell phone arrived there. I had them ship it overnight to me and thus lost another day. We also paid shipping. I called James to complain.
March 25, the cell arrived at my house at 3, but I needed to charge it before I could activate. At 5 I tried to activate but it would not. I called the Norvergence wireless dept but they close at 5.
March 26, On the phone with Norvergence, the phone will not activate. I get a call from my NJ office saying they had another cell arrive with my number. Norvergence apologizes for the mistake and say that the phone in NJ is my correct phone. I was leaving for NJ on the 27th so it made no sense to have it shipped to Florida. I complained heartily to James. I lost 5 Days of cell usage. This was intolerable. I got the cell working late on March 28.
April 8, My cell quits working. I call customer service and I am told they gave my number to someone else by mistake. They gave me a 24 hour window to get it back. I emailed James as I could not contact him directly by phone.
April 9, No contact from anyone at Norvergence. At 4pm I start calling and ask to speak directly to the wireless dept Manager. Norvergence would not put me through. I could only work with customer service. James S... did not contact me. I now am traveling over a holiday and my family cannot contact me.
April 12, I finally get to talk to James. He assures me my cell number HAS NOT been given away but that the chip in the phone is not working properly. I tell him I want out of the contract as I have LOST business due to Norvergence and lost goodwill with my clients. After 5 months we still have no phone service, no T1 service and have lost days with the cell service. I am informed that I signed a contract. James tells me they are going to ship me a new phone.
April 13, No phone arrives. I call James and he tells me that I can restore service by entering some codes into the phone. The codes do not work. I am leaving for a speaking engagement tomorrow and will be completely isolated as I have NO CELL SERVICE.
April 14, I called my cell phone number to try to receive any voicemail messages. A Dale Miller answers my phone. Novergence had sent him a new phone and he activated it last Thursday. My April 12 conversation with James S... was a lie. Norvergence had given my cell to another person. I send an email to James informing him of this lie and again ask to be removed from a contract which to date has received $816 and provided no T1, No Phone service, and interrupted cell service. My father has yet to receive his cell.
This business practice is intolerable. This has been the WORST customer service I have ever dealt with. As far as I was aware, your cell phone number cannot be given away unless you do not pay your bill or break contract. I have been damaged by Norvergence's actions. I do not wish to be held to a contract for 5 years with a company this unreliable.