Report: #10012

Complaint Review: Nextel

  • Submitted: Wed, December 26, 2001
  • Updated: Tue, June 10, 2003
  • Reported By: Bridgeport CT
  • Nextel
    Nextel Communications 2001 Edmund Halley
    Reston, Virginia

Show customers why they should trust your business over your competitors...

Contact Nextel With Conplaints at:800.639.6111/703-433-4000 Let it be known, as I expressed to each Nextel Rep. I've spoken with, Nextel doesn't take care of those who take care of them.

I am a business man myself and I'm very upset with the fact that Nextel doesn't understand customer loyalty! I am the company man that handles the company's cell phone contract with Nextel. We've had more than 7 lines of service on for the last past 5 years and that means nothing to them.

We've spent more than $1,000.00 on new phones, replacement phones and accessories in this time frame. We've increased our services (adding internet and radio features) to add additional costs which Nextel profits.

e've paid an average of $800.00 monthly for our contracts with Nextel. Now understand, Nextel if the only cell phone carrier with the radio feature and that's why we stay with them now, but as soon as a competitor shows up my recommendation is we move of $1,000.00 a month to them.

n speaking with the Reps. I've expressed that when we need a new phone or service, why is it that we have to pay the highest prices when we have been customers for such a long time? Note: they give exceptional price cuts and service plans to NEW CUSTOMERS!

(They claim: for signing a new year contract) They try to force us to sign new contracts each time I call them for any new and/or replacement phone purchase. I ask why? Then they tell me if I don't sign a contract that I can save a few dollars (not get it at the price advertised to a new customer).

Very Sad is all I can say. If a Nextel Rep ever reads this please note: It doesn't make much sense (from any perspective) We're not dumb, we do realize that a new phone at the price of $299.99 WILL be on sold at $89.99 in two months if that long.

Be fair and recognize, although you offer a valued service people won't be abused but for so long.
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#1 UPDATE Employee

Buyer Beware

AUTHOR: Paul - (Canada)

New customers don't get better prices on phones, anyone who signs up for new services gets a better price, and this price is only in the form of a $50.00 mail-in rebate. For instance the price of the i90c is $299.99 as the regular retail price. Nextel gives $100.00 off the price of that if you sign up with new service on that phone and if you agree to sign up for a 1 year contract, you don't have to sign up for the contract but if you do not you will only recieve $50.00 of instead of $100.00. On top of that you are eligible for a $50.00 mail-in rebate IF you get new service on the phone. Meaning that before mail-in rebate you can buy the i90c for $199.99, after mail-in rebate it would be $149.99.

If you were to do an upgrade to the i90c it would cost $199.99. The only reason for this is because you are not eligible for the mail-in rebate because you did not get new service on the phone. Nextel (up until recently) gave $50.00 off the price (of $299.99) for signing up for a year long contract and gave an additional $50.00 of the price if you agreed to send us the old phone you were upgrading from, it is NOT credited when Nextel recieves the phone, if Nextel does not recieve the phone a $50.00 "phone not returned fee" is charged to the nextel account (you would not believe how many calls I get each day about this). Starting June.1/2003 nextel no longer requires the return of the old phone. Nextel now gives $100.00 off the price of the new phone just for signing up for a 1 year contract.

I might also add that a verbal contract, which is recorded as all sales calls are, is just as binding as a written contract. I cannot believe the $200.00 cancellation fee was waived, you would have been recorded as having agreed to it on the phone.

As well the price of the i95cl (which I'm assuming is the phone you are refering to when it was said the phone "at the price of $299.99 WILL be on sold at $89.99 in two months if that long.") has gone UP in price by $50.00 on June.1/2003. The regular retail price of the i95cl is $449.99. With new activation, 1 year contract and mail-in rebate you can now get the i95cl for $299.99. For the last few months you were able to get it for $249.99 with the same restrictions. I would be shocked if any phone that currently costs $299.99 will come down to $89.99 within the next year let alone the next two months.
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#2 Consumer Comment

I agree w/the Rip Off

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

I am in support of the initial response that Nextel does treat their long term customers poorly.

I have been a 4 yr veteran of Nextel using the I2000 for over seas purposes and have logged over 48,000 minutes in this time period. My bills have exceeded over $1000.00 in a single month and average usually over $300 each month. I recently renewed my contract in January, 03 "after Nextel contacted me" regarding a promotion of which I accepted.

The verbal contract states that there is a $200.00 early termination fee (remind you there is nothing in writing). I was recently relocated to the Toronto area and contacted the Nextel 611 service to terminate my phone because Nextel does not do business in Canada and, the International calls would have been too, expensive. I was tagged with an early termination fee for doing so.

I was treated poorly after I asked to speak to the operators supervisor and was told that he could not connect me. When asked if I could have the number for the Nextel Corporate office I was told there was not a number anymore.

After coming home and searching the internet I found this artical of which had the number. After speaking with the Nextel Corporate Rep. the $200 fee was waved.

I can only state that I will, upon return to the USA, not even consider the Nextel group as a potential candidate. Arragance is not a virtue that should be tolerated by any supplier of goods and services!

I understand that rules are placed for reasons yet, there are exceptions to any rule. Nextel should monitor their calls and provide better training for the operators performing the services. The rewards will be seen over the long haul.
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#3 UPDATE Employee

no one forces you to upgrade

AUTHOR: Lizzie - (Canada)

I do understand why you would be upset that "new customers" get better promotions. But why don't you understand business. Of course if someone is adding new service they will be offered better prices...

those same prices are available for "exsisting customers" is they do want to add new service!...

no one forces you to upgrade units, and why should upgrades be "FREE".

And if existing customers provide their e-mail to nextel, they do get proactive mailers which provide them with get promotions.

No honestly if your an adult and you at all understand the way business works, this would all make sense to you. I wouldn't call my cell provider and ask for a free upgrade or expect to get the same pricing that a new customer is offered.

Its your choice to have cell service. Not a right..a privilage.
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#4 UPDATE Employee

Don't blame the reps

AUTHOR: Matt - ()

The Nextel reps and supervisors are given their orders by Nextel corporate. They can't change the rules or the prices. You'd best contact Nextel corporation if you'd like to see any structural changes.

Also, it should be noted that cell phones do cost money, and customers should realize this and be willing to pay for a service that is reserved for those who can afford it.

Nextel doesn't owe you anything but what you're paying for according to the prices they determine. If you want to upgrade your phone, it's the same deal as upgrading anything else. You have to pay the difference. If you drop your phone in the toilet, it isn't nextel's fault. You have to replace it at a retail price.

Customers have to take responsibility for their own investments.
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