SPRINT Together With NEXTEL poor customer service, rectification standards E.H.T. New Jersey Internet
My husband called Nextel to upgrade our cell phones to the i850's and purchase new accessories (body gloves, car chargers and an ear piece). He opted for 2nd day air because he was excited about the new products. Once we recieved our package (10/26/05) and examined the contents, we realized that four accessories were sent in error.
I called the number provided with the intention of asking for a return shipping label to ship the incorrect accessories back and exchange them or the correct accessories. I called Nextel at 6:30pm on the 26th. I hung up with Nextel at 11pm on the 26th. 4 1/2 hrs. on the phone with the most unprofessional customer service department I have ever meet. Nextel never treated me this way which makes me think that it is Sprint (since they recently bought Nextel) with the unprofessional service.
Anyway, back on topic. I called at 6:30pm and followed the correct prompts to get me to sales. I was on hold for about 15 minutes before getting a live agent. I told them my situation and they said I had the wrong department and needed accessory sales and that they would transfer me.
I waited another 20 minutes or so and got a live agent at about 7:10/15pm. They said I was in Telesales and needed the support desk and put me on hold for another 25 minutes. Now it's almost quarter to 8pm. I missed dinner with my family and one of my two babies was crying because I kept ignoring her. At this point, I'm angry and not only do I want my accessories exchanged out, but I want to be compensentated for the shipping (only $10 of a $700 order).
When I get a live agent again, I asked for a supervisor. I explained the whole situation and the supervisor said he was in Telesales and I needed accessories (after telling me he couldn't compensate me anything, regardless of the service I recieved). I explained to him that I had already been put through this and can somebody give me to somebody who knows what the heck they are doing? Again, on hold!! This run around went on all night long!!
I can't believe how many times I was bounced back and forth. The only reason I stayed on the phone so long and took all this misconduct was because I couldn't believe it was happening and I wanted to make a point once I got a person with half a brain to understand my reasoning. At about 9pm, I had enough. Now, not only did I want my accessories switched out and my shipping reimbursed, but I also wanted a "buy one get one" for the accessories.
So, out of the four sent to me in error, I wanted to only be responsible for two and no shipping (totaling $70 from a $700 order). For being on the phone for 4 1/2 hours due to the inconsistency of the employees and supervisors, I didn't think that was an unreachable negotiation. The conversation ended with no compensation whatsoever and a return shipping label was emailed to me.
I AM FURIOUS and don't know who to turn to. I want to seek a lawyer and go after the company, but that probably sounds rash and irrational. Nobody can tell me who is in charge of Nextel (or Sprint, whatever they call themselves), so apparently the company is being run by service agents with no managerial supervision??
As I write this, I am still in shock about the service I recieved tonight. 4 1/2 hours on the phone b/c of accessories that were sent to me incorrectly and by no fault of my own. 4 1/2 hours on the phone b/c of poor customer service, inconsistent procedures, and unprofessional staff. I don't know what to do? As I find my way to this website and look it over, I see that I am not alone.
Something needs to be done because big companies like these need to know that they can't bully innocent people (their clients)around! I hope my motivation leads me to the proper authorities that can help me make this unprofessionalism known to the public.
Teri
E.H.T., New Jersey
U.S.A.
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5 Updates & Rebuttals
Joe
Baton Rouge,Louisiana,
U.S.A.
Go to a store
#6Consumer Comment
Sat, January 28, 2006
Guys keep this in mind next time you deal with nextel or any other company, go to the store and not the website or over the phone.
Kate
Gilbert,Arizona,
U.S.A.
I feel your frustration
#6Consumer Suggestion
Sat, November 26, 2005
The exact same thing happened to me last month. I ordered cell phones online and was shipped the wrong ones. I have never gotten such run-around. I was supposed to ship the phones back, and they said as soon as they received them, they could send out the correct ones. Every day I would call to find out the status of the phones, and every day I would get transferred to the wrong department, sit on hold, have the new agent tell me that I was sent to the wrong department and then send me back to the one that orignally transferred me....even after waiting to speak to a supervisor I was informed by her that I was in the wrong department and she needed to transfer me AGAIN!! It wasn't uncommon to get hung up on after 45 min of the whole transfer ping pong...I would then have to start all over again. Finally I sat on hold for about 45 minutes one day while an agent was trying to get a hold of the shipping warehouse to see if the phones had been received...the lady came on the phone and said call back in 2 weeks it will take up to 10 business days for it to update in the system. This was after every person had told me 2 to 4 business days and it had already been 7...now im being told to wait another 10 days??? This was brand new service that I was being billed for and I couldn't even get the new phones until their side was updated...I was looking at about a month...Sooo to make a long story short, I was furious! I went to the Sprint store to cancel everything was pleasantly surprised to see a real live human being willing help me out. They cancelled the order and the contract and started from scratch. My advice is to go into the store...you will get better service and they can do what the tele-centers cant, which is just about everything. What took me 7 painstaking days and many hours on the phone, only took about 30 minutes when I went to the store. Hope that helps...I am never going to call again.
April
Burlington,Iowa,
U.S.A.
I KNOW HOW FEEL
#6Consumer Comment
Mon, November 21, 2005
I went through the same situation getting the runaround and they never want to compensate. Spending hours upon hours on the phone with customer service reps who can't even speak english. I was thinking about seeking a lawyer or something because they need a big does of reality.
Teri
E.H.T.,New Jersey,
U.S.A.
Tired of waiting
#6Consumer Comment
Fri, November 11, 2005
Paul,
I'm glad your situation workded out for you, but 15 hours is 14 1/2 hours too long. It's been over two weeks since my first phone call and it still hasn't been resolved. So now, that original 4 1/2 hour phone call is over 360 hours. I'm tired of waiting to get my turn. I should've been treated professionally the first time I called.
Again, I'm glad your situation worked out for you, but your resolution is the norm. Thank you.
Paul
Galena Park,Texas,
U.S.A.
Getting Sprint to work with you
#6Consumer Suggestion
Thu, November 10, 2005
Yes I have had the runaround also. I spent 15 hours being transfered back and forth to different departments even getting the same agent sometimes. I was trying to switch from Sprint to Nextel and no one new how to handle this. I finaly was transfered to a dept. were I worked one on one with a very nice man that said he would fix all the problems and that he was very sorry for the run around. And I do feel he was very sincere. Here is what he did, first he cancelled one line for me at no charge, second credited my entire sprint balance @$225, ported my other two numbers ton Nextel, and took care of the cost of the two phones @ $700. So yes thay have some problems and maybe the merger between the two companies are not going that smooth at this point, but they are working to make things better and if we all have some patience I feel they will take care of any problems that they may have caused. I feel they went above and beyond what they needed to do for me.