Sally
Philadelphia,#2UPDATE EX-employee responds
Tue, February 11, 2003
I worked for the cell phone insurance company of Nextel customers as well as a list of other airtime carriers. I recently quit because I did not agree with the rules that Nextel had us follow. First and foremost, SIM based phones are the only phones currently manufactured for Nextel because they can easily be stolen. All you have to do is take the SIM card out of the phone and insert a new one. The only way to replace your stolen phone is, if you have insurance, to make a claim or buy another phone. This is done on purpose. Nextel makes the most money off of selling phones, right now, the i90 and i95. When you purchase insurance, you are rarely given a copy of your insurance policy. You are not guaranteed a new phone, in fact 9 times out of 10 you will get a refurbished phone that does not work. These procedures are not made by the insurance company. We follow what Nextel tells us to do. When speaking to customers while taking insurance claims, no matter how abusive the customer gets, we can not hang up on them nor rebutt their opinions and comments no matter how personal they get. Bottome line, Nextel gives out bad phones, phones that will mechanically break down knowing that the customer will have to BUY another phone because, once again, 9 times out of 10, the manufacturer's warranty will not be pursued. Unfortunately, sir, your phone that would not work for 5 months was bad from the start and you SHOULD have been advised to contact Motorola, but i know that didn't happen because every time you went to a service center, you were advised to contact the insurance company or advised to buy another phone. They probably also told you that your phone was "water damaged." I will also add this last comment: When and if you get a supervisor w/ customer care, the higher up you go in the supervisory chain, the less they can do to prevent you from getting what you want. Good luck.