Complaint Review: VoiceStream John Stanton CEO - Bellevue Washington

Okay, I've just read the above fueding and now I'm left with that gnawing feeling in my stomach that I get after trying to stomach even five minutes of the Jerry Springer Show. Let's look at this as decent humans from both perspectives, shall we? First, I am a Voicestream employee and let me start by saying that NONE of the rebuttals on this website made by voicestream employees should be considered actual official statements made by Voicestream the company (even mine); just as your statements, Amy, cannot be considered to be the voice of a whole nation of Voicestream customers. We (Voicestream employees) are people just like the rest of you, and let me tell you, it is not so easy taking a beating from customers all day long when you are not the one that upset or misled the customer in the first place. Second, there is a difference between having a problem with VOICESTREAM and having a problem with the COMPANY that SOLD you Voicestream's service. That is not to say that all Voicestream DIRECT employees (customer service representatives included) are without fault, it's just that your chances of being sold a product by a person who is highly trained, knows the company's policies and procedures and is more knowledgeable about the network and industry as a whole are much higher if you buy through an actual Voicestream employee rather than an indirect dealer. As I said before, not everyone is going to be faultless. This is because we ARE HUMAN, the company is comprised of HUMANS, and NO company can account for all the actions of every employee all the time. It's just not possible. So, as the one employee had responded, it is more beneficial to treat the person on the other end of the phone as just that- a person. Not just A person, but THE person who is there to try to help you. If more customers would PLEAD their cases rather than scold us, they probably would get better results. If you beat a dog enough, eventually the dog is going to snap back...same thing. ALL wireless companies have their problems, the trick is to find the one that meets your needs and has the terms you can live with. So, by all means, read your service agreement and that will head off some of your problems. I don't doubt that you were misled- probably 50% of the customers that come through our door are pissed off because they were misinformed about their plans or their coverage areas, etc. by indirect Voicestream authorized dealers. And guess who has to clean up that mess? The Direct Voicestream employees who take pride in their work and do everything they can to keep their customers happy. SO PLEEEAASSEE... in the future, figure out who you're buying from; if it says "authorized" on their sign or if they sell anything other than just that one company (ie. they sell AT&T, Cingular and Sprint all in one location) know what you're in for. Knowing one company's policies is tough enough, much less knowing 3 or 4- it's easy to get them confused. So whether it's deliberate on the part of the indirect rep or not, it's likely that something they tell you will not be right. Does that make it okay that they tell you the wrong stuff? Of course not, but keep in mind who lied to you when you try to get your issue resolved. Bottom line is: we're all consumers- let's work together.

Being an Ex Voicestream Employee, let me advise you that nobody was lying to you, they were probably just as miss informed as you were. One very fustrating part of working for Voicestream is that hardly anybody is on the same foot. Being as it is a newer company, things there really change on a daily basis. Be it the people working there or policy. The sales rep you talked to was most likely under the impression that Voicestream would have service in the Fort Myers area, and she jumped the gun, before that impression was verified. However she was correct, in advising you that the only way to void your contract is to get a customer service or financial services supervisor to okay the void. BUT be advised nobody will do this for you unless you have verbal approval from a valid Manager of the Sales office that sold you the service. And the supervisor MUST be under the impression that you have no use for your service now, meaning if there are ANY minutes used on your phone be it in Fort Myers or not, you will not be let out of your contract because you DID use the phone. Also, I would LOVE to know what email address you got a response from, being that it is against VoiceStream Policy to contact customers through email, unless it is a text message WE send to YOU.