When i first started using Nextel, I was very happy with the service. The Walkie Talkie feature made it much easier for me to communicate with friends and coworkers without using minutes. I was a loyal, bill paying customer for over 6 years. I actually had interviewed with them in Elmsford, NY to be a retention rep a few years back, and they did not hire me, maybe they felt that my customer service/sales skills were not good enough for their team. This was fine, and I do not harbor any resentment, and continued to use the services for over 4 years.I dealt with the usual dropped calls, broken phones, dying batteries, etc, and renewed my contract 3 or 4 times, and upgraded phone three timesThen, the merger came along, Sprint took over. That is when it all went south for Nextel. The phone service became terrible, the website unusable, and the customer service inconsistent and incompetent.I applied for the text messaging plan online. I then received my bill two months later ( I waited for them to fill my order) and they were still charging me over $40 for text messaging services.
I then called the service number sometime in April 2007 to ask for my last date of service so i can port out. The rep told me June 30th, 2007. I thanked him for the info and then no attempt was made at all to appease me or attempt to retain my account. I was suprised by this? I am a customer service rep in financial services, and when someone tries to close an account, I try as much as I could to save their service.
Cutting to the cruxt of the situation, i waited until July 29th to receive my bill, and they charged me $80 for text messaging. They still did not add me to the plan after repeated attempts to purchase it online and on the phone. I had enough, and went online, ported to Verizon, and even got a new phone!
I then called Nextel to let them know I left and will be paying my last bill. That is when the rep told me that I cancelled too early. I couldnt bvelieve it, and told him I was informed wrong when I called last time. I demanded that they look back and review my call from April, 2007. They stated they do not retain or record calls. I could not believe this, a phone company that doesnt even check for quality assurance? I also worked in land line business telecom in the past, and all conversations were recorded. I was perplexed.
After a lot of arguing, screaming,transferring me to different departments, etc I was told that my $200 cancellation fee would be waived upon manager's approval, and if it cannot be waived, then reduced, because I was only in violation for two days. (June 28-30) I was told that a manager would call me to confirm. I then received a call, and a woman left me a voice mail. I called back , asked to be placed on hold so I can speak to her. They kept me on hold over :30 and then told me she cannot take my call, and no one else could help me because this was her "case"
I called back numerous times, and left her messages, no call back.
I still receive collection notices and bills for the cancellation to this day. i have called back, spoken to reps over and over again who state to "wait 90 days" for the accounting department to get caught up with billing- 90 days?????? What? 90 days? I have spoken to accounting reps as well who told me that the final bill will come soon.
I was also told that I should receive some money back, because i cancelled a tthe end of the month and had just paid my next bill, because as a nextel subscriber, you pay your bill before you use the service, so you pay a month in advance. There is no worrd about my refund either, just more billing/collections notices.
This company is Incompetent and impossible to deal with, LET THE BUYER BEWARE!
Do not use them unless you like your service to include passing the buck when you call, and never coming to a fruitful conclusion.