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 ...
Thomas of Albuquerque, NM August 24, 2006
Thomas of Albuquerque NM (08/24/06) I have been a nextel subscriber for 3 years. Recently a phone was purchased for me by my wife as a surprise birthday gift. It was more of a surprise to find out that they extended my contract for 2 years. My wife is not on my account nor is she an authorized user. They refused to take the phone back and they refused to let me out of this 2 year agreement. Eric in account services was extremely rude to me and told me anyone can make changes to my account as long as they have my information. He refused to let me speak to a supervisor and told me the supervisor was on vacation.
It ended up costing several hundred dollars to get out of this contract that i never agreed to in the first place.
Laurie of Hopkinsville, KY April 17, 2006
Laurie of Hopkinsville KY (04/17/06) I purchased a phone at the local store and when I got home it had no signal. I tried to return the phone to the store in Hopkinsville, Kentucky where I bought the phone. They wouldn't take it back. They told me I had to mail it to the company. Which I did. They say they never received the phone and because I didn't have a tracking number I was responsible to pay for the phone and late termination fees. After much haggling, they waived the termination fees but say I still owe for the phone. I refuse to pay for the phone because I returned it exactly as they said to. 6 months went by and I assumed it had been taken care of. In the last two weeks I have been getting numerous calls. They have turned it over to a collection agency.
Jennifer of Carpentersville, IL April 5, 2006
Jennifer of Carpentersville IL (04/05/06) I have been a customer with Nextel for two years. Since they have merged with Sprint I have had nothing but problems. I added a second phone to my account in December of 2005 with extras such as mobile to mobile calling, which has not worked for the past three months. When I received my first bill with the two phone #'s I realized my package did not have enough minutes. I paid the bill and upgraded the packages on both phones. The mobile to mobile minutes have not been working properly. I also noticed that I have been being charged for Direct Connect miutes, even though I have an unlimited amount included in my plan. all of the extras I signed up do not seem to be working properly.
My next bill was over 500. I immediately called and was told that the mobile to mobile did not seem to be workinig. Nextel customer care, Chris, said they would have someone look into it and I would receive a call within the week and my bill would be revised. I received no such call and my next bill was for over 600, making the total almost 1200 for two months. Even though, many customer service agent had agreed with me that my phone service and the extras I was paying for were not working properly, no one could help me. I was told at one point to "write a letter". I called again and Lauren ID# 78876 told me how sorry she felt for me, but she could do nothing and my phone service would be shut off no matter what I did.
She did transfer me to a tech support agent, Fred #1012656, who tried to help me be able to view a complete list of the phone numbers we had called from both phones in the last three months, which was unavailable on the website. Their website does not even work properly! I was told to go through every one of my calls and highlight which ones were mobile to mobile and let them know, because there is not a way for Nextel to identify who is a nextel/Sprint customer or not. I was also told that the mobile to mobile minutes were not working properly again, but I would have to figure out why.
Fred ID# 1012656 was not able to help me with the tech problems I was having and said he would "transfer me to the next tier" in tech support. I was put on hold for more than 50 minutes until a woman answered and asked me to explain my situation all over again. I asked her why I had to wait 50 minutes to be "transfered" to another tech just to explain my situation all over again. Apparently no had put any notes in the system. I asked her for her name and ID # and she refused and hung up on me. I called back and the office was closed.
I have been trying desperately to resolve this issue with no help from Nextel/Sprint. I have recently printed a list of all the phone numbers that have been called within the last three months and am working through every number. There are numbers I do not recognize, which also leads me to believe that they may have my number crossed woth someone else's. It would be impossible for me to have talked for over 3000 minutes in a month to people who are not included in mobile to mobile, while also having free nights and weekends. I do not use my cell phone for work, nor am I allowed to use it there.
When reviewing my past bills, I have come close to using about 1000 minutes each month and that was when I did not have mobile to mobile. I have never come close to 3000 minutes nor gone over even 1500 minutes in a month. I have no where else to turn. Nextel has threatend to shut off both phones and send me to collections. No one from their customer care department even wants to take the time to find out what the problem is, let alone fix it. I absolutley need to take legal action as I have been a customer of good faith and want this problem resolved. I am prepared to go to any lengths to resolve this matter.
Michael of Lancaster, CA April 5, 2006
Michael of Lancaster CA (04/05/06) I am moving 6-8 miles from my current home and my nextel phones do not work at my new home. They said too bad you are under contract and you can not terminate even if you can't use your phones.
We have to pay 400 dollars to end our contract so we can switch to another provider and actually have working cell phones
Patricia of Sarasota, FL April 4, 2006
Patricia of Sarasota FL (04/04/06) We have 2 Nextel phones. Until 2 months ago they worked "ok." Since then we have had problems with calls being dropped, static calls that no one can hear, can't direct connect each other. My husband was rushed to the hospital 3 weeks ago with a serious health issue. We need our phones to work. What happens if he needs emergency care and can't call. As of yesterday his phone was out of service 18 hours.
I have repeatedly called Nextel. Now I'm told it will take 48 hours to find a problem out that I called about last week. The customer support people are rude & uncaring. I told them I would like to get another phone service since I feel that an emergency is always imminent. I can cancel my contract for 400 for both phones. They don't make exceptions. I asked them what they would do if they were in my situation. The reply I got was that a contract is cancelled if you can find someone to take over your account or if the person dies and you send in a legitimate death certificate.
Thank you Nextel for your care and concern. They won't answer what they would do because they would probably go find a reliable network for their loved one to be able to make a call for help. These people are all like little robots that read off of cards. How do you deal with robots or people that don't have feelings and can't answer on their own? I was told that even if Nextel per the contract moves from the area that I would still have to pay a 200 cancellation fee per phone - give me a break! I asked them if they would pay a service person the full amount for something that was supposed to be done in their home and it was left unfinished. Oh yes, they would pay if it had been approved by the FCC. Give me a break.
We use our phones for business also, my husband is self employed and I sell real estate. We have missed calls because of the poor service with Nextel.
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