Before you go with Cellular One...
Written: Nov 21 '00
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Pros: Sign up was a breeze
Cons: Horrible customer service
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| jb1168's Full Review: General Reviews of Cellular One Customer Service |
I chose Cellular One because of a promotion. Phone worked...
However, they are not a company which likes to extend any type of service to a customer. Here are examples:
- Most interesting, the recent bad experience involved the closure of my account. There were issues regarding the handling which I'll get to later. However, when finally allowed to speak to a manager after begging for a long time, the manager said something to the effect of: "It is not Cellular One's policy to allow calls to be transferred to supervisors." I then asked why I was informed that none were in the office at all. "We train them that way because we would get negative feedback if we told customers our policy." Basically, they train the service reps to lie to customers because they don't want to look bad.
- When the manager said the balance was valid... I asked for a letter confirming his decision and to outline specific points about my issues with them, he refused and stated he was not obligated to send me letters like that.
- The free incoming calls offer was advertised to go through the year of 2000. My mid month statement in January reflected extra billing for incoming calls for mid December through mid January. A call to Cellular One was necessary to fix the issue. It was not a pleasant experience and the representative that handled the call was not knowledgeable or math savvy.
- After sending a signed and dated closure notice with my payment, closure was not completed. I found out by receiving another bill. I called the automated system & my balance was zero. I held for a rep and the rep did a $0.75 credit to zero out my balance and call it complete. I asked for a confirmation letter which I never received. A month later, I get a $50 bill from them and they won't explain why or how the records disagree with what the rep told me. I asked for an accounting statement showing my balance on the day that I spoke with the rep. The manager's response was 'not obligated' and if I don't know what day I spoke with their customer service department it is my problem.
Cellular phone companies are a dime a dozen. People should know what level of service the companies are willing to offer after the initial sale. Cellular One offers none and if I can persuade one person to go with somebody else... I'll have done my duty here.
Recommended:
No
Amount Paid (US$): 39.99
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Epinions.com ID:
jb1168
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Reviews written: 1
Trusted by: 0 members
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