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 ...
Kathleen of Roseville, CA July 7, 2008
Kathleen of Roseville CA (07/07/08) I have not used my cell phone like I used to since my children are on their own now. I called Nextel to disconnect my services. The customer representative convinced me to stay on as a valued customer by discounting my account 10.00 per month and if I still wasnt happy that I could cancel services.
Well, in July, I still wasnt using my cell phone enough to justify the expense so I called to disconnect services. I was told that I could disconnect services but that I would be charged an early disconnection fee for reneging on my contract. I was surprised to discover that by accepting the discount in January that I had entered into a 12 month contract. According to the Customer Representative Manager (in italics because according to Supervisor Donna, they can call their employees whatever they want) I was told that I had 60 days to change my mind that they extended this offer from 30 days because I am a valued customer.
Nextels argument was that this is written in the agreement that was signed at the beginning of services (This was five years ago for me) and that the new contract was noted in my file.My argument was that this was not told to me when I was offered the discount back in January and that it is my word against the Customer Representative Managers word. I ended up hanging up on Supervisor Donna and told her that I will be taking this further. Up until now, I have been happy with Nextels service. I do not feel that the company represented itself well in this situation.
I am stuck in a contract for another six months for a phone that I do not use.
Albert of Southampton, NJ July 6, 2008
Albert of Southampton NJ (07/06/08) Unclear billing information. I am being charged for a few different services that I do not use. Nextel will also not allow me to apply for unlimited texting.
I'm being charge 5 cents per text with no way of changing my plan.
Michael of Kihei, HI July 3, 2008
Michael of Kihei HI (07/03/08) I am with nextelsprint. My complaint is this I do not receive good service any more. I asked for a new phone in which they sent to correct my service, it did not. So for the last two days I have tried to return that phone and for them to just put my old phone back to to its working condition so I wont be in contract any longer than I have two.
Each day I have talked to nextelsprint they pass me from one agent to the next. Both days I have spent well over an hour trying to get my problem resolved, with no avail. I do not know what laws protect a consumer or what my next move should be. I do no think this is the way a buss. should act any help or comments would be wonderful.
I am so stressed out that I feel like I can explode.
John of St Petersburg, FL July 3, 2008
John of St Petersburg FL (07/03/08) I am been a customer with Nextel for since 2004. With the illness of my father I purchased an additional line for emergency reasons. The second line was never used and the air time/minutes really were not used. On Jan 8, 2006 my father died and again the phone was never used.
I live in Tampa and have received updated phones and signed contracts for me. At no point did I travel to Ocala to sign another contract for the second phone nor did my mother/father receive and new equiptment. I am now currently unemployed and renewed my contract in Tampa for additional 2 years. Nextel will not allow the second line to be cancelled for 2 additional years or the penalty.
In reviewing my personal bills they ranged from 150-400. I feel considering I didnt renew the second contract and there has been a death in the family I would like to have the second line cancelled (Fathers death certificate can be provided if requested). Please assist me and let me know how to forward this letter.
Economic Damage. Approximately 30-40 additional payment per month since my fathers death and now the cancelation fee and additional charges. The final bill has not been received. Your assistance is greatly appreciated.
Kacie of Summerfield, NC June 25, 2008
Kacie of Summerfield NC (06/25/08) Have complained to them numerous times. phones never work right and i keep telling them this. they keep getting black spots and over heating cuting off for no reasons. i have to pay 100 dollars everytime because i keep being told that i dont have insurance even though i purchased it when i activated the phone and have called numerous times to request it and told i do have it so im not suppose to be paying the 100 dollar fee.
customer service is terrible and no will offically answer questions. they call harrassing me about a bill that is 1 day late and they receive it only a day late because the check is cashed.
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