Complaint Review: Sprint Nextel - Overland Park Kansas

On or about May 2, 2007 I called Nextel to cancel my cell phone service due to the fact that 80 percent of my calls were either fading in and out or being dropped completely because of poor quality connection.

This was a continual occurance that went on for 4 years. Each time I called, a representative from Nextel would calm me down and assure me that more cell phone towers were being installed in our area which would help improve phone call quality.

Each time I gave them the benefit of the doubt and explained my frustrations and the Nextel rep would provide me with some type of credit towards our account for the continuous drop outs.

Finally, on May 2, 2007 I said "Enough is Enough", I cannot make or receive calls from my own house because the service keeps dropping out and interrupting the calls.

So I called Nextel and spoke to Simone Holt and told her I wanted to cancel my service even though there was still a year and three months left on our contract which was due to expire in August of 2008.

After 5 hours of being on the phone with Simone Holt, she finally convinced me to stay with Nextel / Sprint and switch over to the Sprint network because Sprint had more towers up and had better signaling in my area and that my calls would not keep dropping out.

She did a great job convincing me and I agreed to switch over under one condition! My contract expiration date will not be changed or modified under no circumstances. This way if the Sprint service was no better than Nextel service I could let my contract run out in August 2008 and switch over to Verizon who offers much better coverage with no dropped calls in my house.

So we made the switch over and got new phones and in the process had to give up our two-way radio capability because Sprint did not have that feature in place as of yet.

So just to recap, we switched over to the Sprint network, was told our contract expriation date would not be affected, had to give up our two-way radio capability, was told our coverage and signaling would be much better, had to purchase new phones, and our monthly bill increased by $25.00 per month from $150.00 per month (with Nextel) to $175.00 per month (with Sprint).

Well immediately after receiving our new phones and attempting to make some calls, I could tell that the service was exactly the same. I immediately felt like I was lied to and scammed again. But the only thing I had going for me was the fact that my contract would expire in August of 2008. At least I thought so!

Well here it is August 2008 and I just got finished chatting with a Sprint representative who just informed me that my contract does not expire until May 2009. I was furious!

"What do you mean?" I asked the Sprint rep. Well you made some changes to your plan in May 2007 and our policy states that you are automatically renewed for another year from the date of change anytime you call in to make changes to your plan.

I explained what I was told and Jonathan (jo445783 is my employee ID) told me that "As stated previously, before 11/11/2007, any changes made to your service warranted a 24 month service agreement extension. This is a valid extension and was clearly listed in the terms and conditions at the time this change was made."

So what about the conversation I had with Simone Holt and her promise that my contract expiration date would not be affected by making the change over to the Sprint network from the Nextel network?

Well suddenly Simone Holt turned into a magician and disappeared because Jonathan (jo445783 is my employee ID) couldn't find any record of my 5 hour conversation with Simone Holt and the fact that I was going to cancel my service in May 2007 and that Simone Holt convinced me to switch over to the Sprint network and that my contract expiration date would not be affected.

Amazing how these companies can continue to operate after lying and scamming customers the way they continually do.

Well I told Mr. Jonathan (jo445783 is my employee ID) that I suggest he have someone from his legal dept. contact me because I was going to the national media with this and I'm sure they would need someone to correspond with on behalf of Sprint / Nextel or whatever they call themselves next.

Enough is Enough!

Robert

Glen Allen, Virginia

U.S.A.

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