Nextel Complaint - Bad phone and customer service!!

Posted by PassingBy on 2007-06-15:

You were lied to. They still offer regular phones. The hybrids are still too new for large distribution.

Take your phone to a Nextel store that handles repairs. Let them check it. If it is not broken then the problem is with Nextel. You should not have to purchase a new phone because they drop calls.

Posted by Southern lady on 2007-06-16:

I've taken my phone to a local nextel store, was told it was upgraded and still have the same issues. The salesperson I spoke to @ Nextel over the phone told me that they know they do not have the best phone service and they know there is issue's with their tower's. I should purchase a hybrid phone so that I can continue to use the direct connect through the nextel towers and phone service through the sprint towers. Even though you can continue to purchase the existing phones through Nextel, all the new phones from this point are going to be hybrid phones only. I have been a customer for so long, and with 4 phone lines on my acct, I have been a loyal paying customer. Three of the phones, all either go to "no service" or drop calls. I call over and over again, they have terrible service, and no one wants to help. I'm completly done with this company, and what makes it worse is I work off my cell, in my car 5 days a week. I will be switching to another company.

Posted by PassingBy on 2007-06-17:

Since there's nothing wrong with your phone, as confirmed by the Nextel store, it's up to Nextel to make good. The increasingly dropped calls are caused by their service. If you need to have a hybrid phone then Nextel should provide it at no cost to you. I had a similar experience with Verizon a few years ago. They upgraded their software without notice. The changed affected some makes and models of phones. My phone suddenly stopped connecting. They wanted me to buy a new phone that would work. I refused to buy a new phone just because they made an unannounced change. I was able to escalate my cause and they provided me a new phone at no cost and without extending my contract.

Posted by Southern lady on 2007-06-17:

I've allready been that route, I've asked for supervisor's, and its gotten me no where, the customer service is aweful.
I purchased the I870 for myself maybe a year ago? It's not very old at all.
Thanks for your suggestion anyways.

Posted by deafpoet on 2007-06-28:

I work in Customer Care at Nextel. I'm not posting this right now as a representative of the company but rather just as a guy who is sick of talking to people who are getting screwed. I mean, according to the letter of the law and the contracts agreed to by our customers, 95% of the grievances aired to me on a daily basis have no merit. That doesn't mean people aren't getting screwed. There are technicalities everywhere, and in my daily job I always do the most for the customer I can without getting fired. So that clears my conscience.

Anyway, relating directly to your situation, if you want a hybrid phone and you haven't cancelled your service already (given your last message is 10 days old as of this date), talk to Account Services. No matter who you get when you call up, ask to speak to them. They're the people you cancel your service with. They're also the people who can offer you more than anyone else in order to retain you as a customer. And as of late they're giving away Hybrids like they're going out of style to anyone complaining about network problems.

Just my two...er 3 cents to help out yourself and John Q Nextel. I talk to too many unhappy people (although there are MANY happy ones) on a daily basis not to help out occasionally with info like this.

Good luck!