Mr. Gary D. Forsee
Chairman and CEO
2001 Edmund Halley Drive
Reston, VA 20191
Dear Mr. Forsee:
It is with great regret I must write to you. My experience with your company in the past 3 days has been absolutely horrible. Let me begin with the timeline of your company's consistent incompetence. I have had a Nextel account for approximately 5 years. The reason I chose Nextel is my employer is the Department of Homeland Security. I originally signed a 2 year contract. I kept Nextel after my contract expired as I thought with the merger, service would improve. For the past couple of weeks, I have been having serious problems with my phone. I went to a corporate service center located in Oakbrook, IL and was greeted with, sorry we can't help you, you have a government account. Beside the other rude comments that were made to me, I left. I then called customer care, and was somewhat helped and advised to upgrade my phone. On Tuesday, 9-18-07, I contacted Customer Care and decided to upgrade and sign a 2 year contract again. After spending close to 2 hours on the phone with your agent, all details were worked out. My new IC902 Deluxe hybrid phone would arrive on Wed. 9-20 by FedEx, which I requested and agreed to pay for shipping. I did this as I needed a dependable phone and was leaving for Washington, DC on Friday for meetings. On Wednesday, nothing arrived. On Thursday, 9/20 FedEx delivered a box containing a I920 phone. I immediately contacted Customer care, and was told by DaSilva sorry, we'll send out the correct phone overnight and you should have it by 10AM on 9/21. She promised me she would email me all of the particulars and call me back to confirm everything. Not receiving an email, or a phone call, I contacted customer care later in the day. I was appalled that nothing ever happened. There was no record of any order, and there was nothing in my account record of the correct phone being processed and shipped. Amanda then proceeded to correct the problem. I was then told, the new phone would arrive on 9/21. Well, here it is Friday, 9/21 and no phone. I called Customer care again and was told the phone was shipped but would not arrive until 9/22 and it was coming UPS, not FedEx. I was assured I would get it Sat. 9/22. I then went to the UPS distribution center, and was informed the phone had not even been shipped as of 1300 on 9/21 and at the earliest it would arrive on Monday, 9/24 sometime before 3pm. This is unacceptable. I have contacted Sprint more times in the past 3 day, than in 5 years. I could not get any help from anyone. Then, the only help I got was empty promises- one after another. Not only was one error made, but many others to follow. I still do not have the phone I ordered, and have been told Oh well, sorry. There's nothing we can do about it now. When it gets there, it gets there. Now I am sure, that this is not your way of doing business at the corporate level. I do know, if someone that I work with, at my agency makes a mistake and lets a bomb on and aircraft, there are no second chances. This situation has been one mistake after another and nobody cares. I cannot get any help from anyone, other than being transferred from one person to another. I sit here feeling helpless and taken advantage of and cannot trust anything, anyone from your company tells me. Please advise me what else I can do, or someone that can help me get the phone I ordered ASAP! Your prompt response is greatly appreciated.
After sending this email, I was contacted immediatly Mon. AM by corporate. WOW, I guess going to the CEO is the only way things get done in this company. I was offered a 50% discount on the purchase price of the phone.
11/27- Sprint Cut my service off. I contacted executive services and my service was suspended for non-payment. Come to find out my account was never credited for the returned phone. My bill was over$600. Charges were on there for services and items I never ordered. Adjustments were to be made and they would get back to me.
12/4- Phone service cut off again. Contacted sprint. After being transferred to 5 different people,I was told, they didn't care what corporate says and would not restore my service until I Paid 175.00. The saga continues. I have called Sprint more times in the past three months than I had called Nextel in 5 years. Sprint's customer service is the worst. I am considering a new carrier and consulting legal counsel. Maybe the other 50% discount should be in store for all this trouble. Most businesses don't get second and third chances to correct their shortcomings.