Nextel, now that it's part of Sprint, has a lot going for it -- flexible terms, favorable contracts and fool-proof insurance. Problem is the terms are only flexible for Nextel, the contracts are only favorable for Nextel and the insurance is fool-proof for Nextel.
The customers? They never know when their service plans will change, the contracts are almost impossible to cancel and the insurance has a bad habit of not paying off. Oh, there are plenty of other problems too, including "free trials" that aren't exactly trials. They're more like kangaroo courts. Then there are the billing disputes that always seem to be resolved in favor of ... you guessed it ... Nextel. The company's use of rapacious, commission-only sales people doesn't help matters, as Uma explains.
Nextel already faces at least one consumer class action suit charging that it raised rates without proper notification.
Christopher of Port St. Lucie FL sums up the "flexible terms" problem nicely:(8/26/03)
I was told that the Nationwide Nextel feature was free for three months. Heard it from a friend. I was told by Nextel that they had informed me about it months ago and that it was my responsibility to read all of that junk they put in with my bill. Sorry, I don't. They state that they have the right to put anything they want on your bill and then it is your job to catch it and only cancel the service. No credits because they have the legal right by the FCC to assume that you want whatever they have to sell and I have to catch it and then cancel it.
It's kind of like going in for an oil change and finding out they also put on 4 new tires. You have to keep the tires, they just won't put them on again when you come in for the next oil change. Their customer service is poor at best. I have yet to have them do anything for me or to be nice to me. It is very much their-way-or-the-highway mentality.
Some recent complaints on various topics ...
Frank of Rochester, NH December 4, 2008
Frank of Rochester NH (12/04/08) We have had nextel for over 10 years but decided to switch to another company due to poor customer service.We called to stop service and they told us that the billing cycle is from the 3rd of each month so they could not cancle our plan on the 4th that we would have to pay another month.I worked for a cell phone companya nd the bills are alwys prorated from the time of canceling it. they seem to make sure that you can't go any were else with out paying them to do so.
We have to pay another 250 for a month of service.
Nako of St.louis, MO November 6, 2008
Nako of St.louis MO (11/06/08) yes am an nextal customer and they told me that if i paid my bill that they would upgrade my phone and let me chage it to my bill bill and pay it off mouthly. i said ok, they tell me now i can not do it, they come to me about my plan saying that am on 400 mints. and i can't get the services. i'm the one who chane my sevice on my phone.
i feel they was wronge. tell me what can i do about this issue. the phones i was appling for was the new rant by nextal.
my phone was tamper with an simes card was out of it, i need my phone replace and it was stolen. they told me that i could get the phone as an upgrade. the seconde phone was because i was approve for the line.
Heather of Chipley, FL September 4, 2008
Heather of Chipley FL (09/04/08) We have had our cell phone service with Nextel for over 5 years. Originally starting with a 2 year contract-however, I don't understand how in five years, we STILL had a 2 year contract when we finally changed services. We are now required to pay over 600.00 in cancellation fees alone, not including taxes and other fees.
We have been forced into keeping a service we didn't want for several years because we didn't want to have to pay the cancellation fees. We kept thinking our contract would be up at some point. However, over the years, if we would call in to change any little feature on one of our phones, our contracts would automatically be extended. How is this fair? It seems like a scam that I sincerely wish a class action suit could be filed against. This summer we finally decided to change services regardless of the cancellation fees. We now have better phones, better service and our monthly bill is HALF the price that our monthly Nextel bill was.
However, now we owe the 650 some dollars to Nextel. How is this fair? We paid on time with Nextel for over five years-our monthly bill was over 250.00 monthly and still we are being penalized. I have never ever filed a complaint before but for years now I have not understood how cell phone companies have gotten away with the abuse of their customers.
Cancellation fees totaling 600.00 as well as taxes and other fees associated with the cancellation. Not to mention that for at least 1 1/2 years, being forced to keep a service that we didn't want because we didn't want to pay the cancellation fees.
William of N Patchogue, NY August 2, 2008
William of N Patchogue NY (08/02/08) april 21 of 2008 made a deal with sprint that i would not cancel service if they gave me a new phone, on account of all the problems iv'e had with them as i was a customer for 8 years, or should i say nextel. made the agreement with a 1 year contract...
my phone was stolen 7-30-08. called them and they couldn't help me as i did not have insurance on phone ok fine. now as per conversation on 4-21-08 they said there gonna hit me wiyh a 200 service charge for early cancellation as i have resigned my service ..being that it was a 1 yr deal shouldn't i have to pay half of termination fee for they will not send any notes of the conversation i had on 4=21-08,and they due state when u call that the conversation will be recorded for trainee purposes..need help thnks
aggravation of incompetency, high blood pressure
Danielle of Schuylkill Haven, PA July 22, 2008
Danielle of Schuylkill Haven PA (07/22/08) On each monthly statement I've been charged for incoming calls that I've never received. At 35 cents a minute, my monthly bill is now over two hundred dollars. It is supposed to be 112 dollars. I've now paid Nextel 950 dollars since May 6th. I've spoken with at least 10 different representatives and no one is willing to reverse the charges. I have one year left on my contract so it would be 250 dollars per phone to cancel my contract.
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