Complaint Review: Clear Internet Service

I signed up for Clear (AKA Clearwire) internet service in July of 2011.  I spent time comparing, researching and getting information about Clear internet service and decided to give it a try.  I went to a local store to have some questions answered, and this was not my first visit.  Everything appeared to be OK, because there was a 30-day money back guarantee.  Only thing was that the "owner" could not answer my questions regarding IP addressing.  So he suggested I go ahead sign up for the service and see if it was capable of meeting my needs.  I understand the store is for sales, but they should know and understand what their service is capable of doing and not doing.  I went ahead and signed up; the entire process took no more than 15 minutes from walking in the store.  

I took the modem home to begin testing it.  I had been told that my location should have "great access" due to the fact that I was within distance of at least 3 antennas.   I have a good deal of technical knowledge about networks, and without that knowledge, I'm not sure many ordinary people could setup the modem and it operate with stability.  I was unable to get the modem to assign my router the IP address, which is a very simple task with cable modems and DSL, but Clear does not support this.  I spoke to tech support and read several forums to find out that it may be possible to purchase a static IP for $10/month which still may not meet my needs.  I decided to return the modem due to this issue, the inability of anyone to clearly answer questions, the stability of the connection, and the fact that the speed was very sporadic (sometimes less than 256 Kb and others 6Mb).  

So the trouble begins.  I return to the store to cancel my account and to return the modem.  The "owner" informed me that I needed to call their customer service number to discontinue service.  That was fine with me, but I had no idea it would take 2-3 hours to get to the point of being able to cancel.  I called to cancel, went through the verification process, the agent said they would transfer me (all of this took several minutes) and then by the time they got around to transferring me I would get disconnected.  This happened 2-3 times.  Then when I finally got someone to cancel, they tried to tell me I didn't need too, wanted to know why, asked a million questions, and made it very difficult to cancel, finally somehow I got disconnected again.  I called back, was able to finish this call in about an hour, and finally cancelled my account.  They said they would email me a shipping label.  3-4 days later I still had not received the label, called to check about it, went through the verification, got transferred and disconnected (this is a communications company?).  When I finally got someone I still did not receive a shipping label.  Finally I called the store, got a voicemail, left a message that this was taking way too long, that I bought it from the local store, and that they needed to do something to help.  I never heard back from the store, but received a shipping label the next day.  I promptly printed it out and ran the package to the UPS store.  

About 1 month goes by and I start receiving calls from the Clear automated system saying I needed to make a payment.  I am now past infuriated due to the previous experience I've had with this company.  I talk to the customer service people, who think I want to cancel my account, when I already have, so they send me to cancellations.  I talk to someone, the problem is supposedly resolved, and I hang up and go on about life.  A few days later they call to collect and want "late fees" too.  I explain the situation, am unable to get these people to understand that this is absolutely ridiculous.  MY BIGGEST MISTAKE HERE IS I READ OTHER PEOPLES NEGATIVE COMMENTS AND THOUGHT MY SITUATION WOULD BE DIFFERENT, IT WASN'T.  

At this time I've decided that I am going to my local Clear store to resolve this issue, and since they are unable to help me in the store, we'll carry on this monotonous phone call inside the store with customers present.  Why should I care, they clearly don't care about me?  By this time I got Deanna on the phone who claimed the situation would be taken care of, returned my money to my visa card and guaranteed that I would not have any more issues.  She gave me her badge number etc to assure me of this.  I let her know that next time I would be sure to resolve this situation in the store so that possible new customers would know what a hassle their customer service was and that issues could not be resolved once you sign up for the service.  

I go about 1-2 weeks without a call, or either I missed those calls.  This is around 6 weeks after I've cancelled, I start getting calls saying stuff like I owe $60, I have to pay $20 something, they are going to send me to collections, they are going to leave a mark on my credit report, etc, most of which is done by an automated system.  So after a few days of receiving these calls I find the time to go to the local Clear store where I purchased this product.  I go in, and the regional manager is there.  I tell them, "look I bought this sh--t here and you guys need to man up and do something about the issues I'm having".  I don't have 2-3 hours to deal with these idiots again, I stay for 10-15 minutes while the regional manager supposedly makes a call, tell the guy how fed up I am with his crap and how his company sucks.  Let them know if this continues to happen then I'm going to continue to come to their store to resolve issues on the phone, so that everyone can be involved, like it should be.  I leave to pickup my son.  When I leave they are supposedly taking care of the issue on the phone, have my contact information, and know that I am very angry.  Then the "owner" comes out and says I should respect him.  REALLY??? YOU SELL ME SOMETHING THAT DOESN'T MEET MY NEEDS AND WANT RESPECT AFTER I GET HASSLED? AFTER I'VE DONE EVERYTHING THAT IS ASKED OF ME, AND YOU DESERVE RESPECT?

So 3 weeks go by, I go on vacation, I talk to one idiot ask for a manger, don't get anyone etc.  So finally they catch me when I have a moment to get by their store.  I let the customer service person know I cancelled my account 2 months ago, I'm not sure why they want $25 from me, but that we are going to resolve this nasty situation in their store while clients are there.  At this time they also tell me that I owe them a cancellation fee of $120.  What?  I cancelled within the 30-day "no hassle" period.  I go in the store, the "owner" recognizes me from my many visits.  Lucky for him there are no real clients in his store, just his dork buddies.  I tell him I'm back because his company is so lousy they can't even handle a customer wanting to cancel service.  He says to me "you have 2 options".  Oh yeah, you're going to give me options at this point?  You're threatening my credit score and think I'm just going to do this your way.  I don't think so.  He says my options are to get the corporate number and leave, or stay and he's "going to call the cops".  Immaturity at its' best, I can't handle complaints in my business so I'm going to call the "cops" to have them handle it for me--is what the "owner" is thinking.  I tell him to go ahead call the cops.  I stay in the store for a few minutes while he goes to calling the police.  To spare the individuals that are in his store to do construction work, etc, I decide I will step outside, but sit right outside of the front door.  Finally, and this is shortly before writing this article, I get someone who says the situation will be taken care of, none of this will end up on my credit report, etc, but they are unable to give me a number in case this continues to be an issue, can't call me back in a week or 2 to make sure they aren't harassing me, can't do anything.  THESE PEOPLE ARE LOUSY; NEVER LISTEN TO THIS KIND OF EXPLANATION.  THERE IS ALWAYS SOMEONE THAT CAN CALL YOU, IN THIS DAY AND AGE YOU CAN EMAIL YOUR MANAGER TO CALL SOMEONE.  WHAT A BUNCH OF BS.  After hassling with this individual for several minutes, I let him know that I will be back to the store to resolve this via phone and next time I will be sure to call them back at a convenient time when there are several customers in the store.  WE'LL SEE HOW THIS GOES AND I WILL POST UPDATES.  AT THIS POINT I'M ABOUT TO FILE SUIT FOR HARASSMENT, MENTAL ANGUISH, CONSUMPTION OF MY TIME, MISREPRESENTING THEIR PRODUCT, AND EVERYTHING ELSE THAT HAPPENED TO ME WITH THIS AWFUL COMPANY.   THIS WAS THE WORSE EXPERIENCE I'VE EVER HAD, BUT I CAN SEE HOW IT CAN STILL GET WORSE OR BE WORSE FOR SOMEONE ELSE.  IF YOU DON'T WANT YOUR CREDIT RUINED, THEN STAY AWAY FROM CLEAR.  I'M SURE NOW I'LL HAVE TO DEAL WITH THE CREDIT REPORTING AGENCIES DUE TO THESE "FINE INDIVIDUALS".