Complaint Review: Wynd Communications

My wife, family and friends have been customers of Wynd Communications since January of 2001. My parents and friends have had their own customer service troubles with Wynd, but I will keep them seperate from my issues I've had in the past.

I have made formal complaints by sending email to help@wynd.com, sending a fax, calling the TTY helpdesk and even the voice help line. I have NEVER once made it through on a TTY call for help. I longest I have waited on a phone call to Wynd was 48 minutes. I have left messages regarding service issues and I typically get a response 7-10 business days later. Wynd suggests doing one method of contacting them regarding technical issues: email or call. Unfortunately neither one of those is going to help me anytime soon. By the time the issue is resolved (if it really solves the problem) it could take 3-4 weeks. Sending a fax has done absolutely nothing to help get customer service.

As of today, June 9th 2003 my RIM 950 pager along with my wife's and closest friends are unable to receive email since Friday the 6th. Of course, like always I troubleshoot following the Wyndtell Manual provided and it still is not working properly. We had my wife call directly on Monday May 9th, I sent the email to help@wynd.com and my friends are contacting Wynd as well. We are going to see how long it takes yet again to get some decent prompt customer service. We all state our user names, customer ID numbers, MAN #'s and Gateway MAN#'s for those of you who think we're not doing everything possible. We all agree that it's a Network service issue that has nothing to do with our RIM 950 pagers.

The most upsetting news from Wynd is that they changed their hours of live customer service "...due to high call volume they have changed their hours from 7 AM to 10 AM." That's the most ridiculous thing I ever heard considering they should be open longer to meet their customers needs. Wynd live service was open from 7am to 2pm, but again "due to high call volume they are cutting back from 7 AM to 10 AM PST." How sad?

The sales department is very prompt and ready to help you purchase one of their products, but once you make a purchase don't expect any prompt decent customer service. Don't send them more than one email for assistance with anything or they will threaten to turn off your service because that's considered "abuse" in their minds. I actually had a customer service person tell me that it's 'abuse'.

The only good news I have for people considering Wynd Communications is the sales department has extensive knowledge with Wynd devices. They are helpful. I suggest getting the warranty for $4.95 a month for the first year then cancelling. It's meaningless after the first year of service because it's simply to just buy another pager then to go through the hassle of paying $75.00 etc etc.

Jerry Nelson is still the owner (I believe) and he has excellent leadership skills. I just wish he would do more in the customer service department it would make their customers' lives a lot easier. Nobody I know of has had any billing problems. Also, TTY Messaging, NOT THAT GREAT! I have sent TTY messages and they for some reason have been delayed for hours sometimes you're at home in bed and the message arrives at 1:00 AM.

If we don't soon get this recent problem resolved then this will definitely be the end of it. We will not continue to use Wynd for our communications needs.

Michael
Post Falls, Idaho
U.S.A.