Complaint Review: Voicestream Customer Service - Kailua Hawaii

Copy of Email SENT OUT MARCH 29, 2002

Dear (addressed personally to all 78 people on my email list),

This may seem like an unusual email coming from me, but I'm writing this email to offer you a bit of advice for 2002:

DO NOT SIGN UP WITH VOICESTREAM WIRELESS! . WHY?

Because Voicestream, has been my neighbor Bill's, girlfriend Mahealani's and my worst nightmare. We've each shared very similar experiences with Voicestream customer service here in Hawaii.

1. We have each called Voicestream representatives with issues about a lack of service or problems with our phones. For me, three different times I was promised that a technical representative would look into it and that someone would call me right back. All three times Voicestream broke its promise and didn't even call me back! If any

"business" promised to call you back with an answer 3x, but ignored you instead, would you still consider want to continue doing business with them? But it gets worse

2. On the fourth call to Voicestream, I refused to hang up until Voicestream rectified my situation right then ( I couldn't use my phone the whole time I waited). I spoke with a representative named "Daniel" who after an 3 way call with a tech rep was unsuccessful, made promises to end my $39.99/mo contract a month early due to my "understandable displeasure" with the service of Voicestream, and lack of service in my area. I was told by Daniel to await my final bill from Voicestream (after a final month of no-use). However, when I received my new bill, I had a nice fat $200.00 charge tacked onto my bill for my early cancellation of my service, in lieu of Daniel's promise to waive the last month of charges for non-use of my phone!

3. When I called the next month to dispute this $200 charge that I was never warned about, the rep "Jennifer" stated that her records showed no such previous conversation or any promises from "Daniel". She also stated that Voicestream reps never make promises to call people back in effect calling me a liar twice! After five minutes of confrontational belittling from her, and her insistence on sticking me with this bogus $200 reconnect fee, I asked to speak with her supervisor.

4. Her supervisor then got on the phone, and was quite short with me. She reluctantly offered to drop this $200 disconnect charge if I agreed to continue with another two weeks of service. I insisted this wasn't fair, and I told her of the earlier agreement I had made with Daniel. She countered my reply by giving me an ultimatum: that "she'll either leave the $200 charge on, or I can accept her offer". Feeling like I was being extorted, I of course agreed to the lesser $20 charge. She did not apologize for the previous rep Jennifer's confrontational behavior either. But I did warn her, that if her response to me as a supervisor was the way you treat your customers, I would be sending an email to every person I know (78 people on my email list) about my bad experience with Voicestream.

5. I just got my "final" bill and, lo and behold, Voicestream again tacks on another surprise $10 reconnect charge, with the total bill coming to over $40! The manager conveniently left out mention of a reconnect fee in our previous conversation.

For reasons of brevity, I won't go into my friend Bill's or Mahealani's similar nightmares with Voicestream customer service, however our war-stories with the rude customer service team at Voicestream are amazingly similar. Normally, I would simply cut my losses, pay the bill and move on. But I have honestly never been so misled and treated like such sh*t by any company in my life. That is the reason for this warning letter.

Due to each of our customer service nightmares, Mahealani, Bill, and I have each cancelled our Voicestream cellular service. If you know anyone considering new cellular service, I recommend you also forward this or simply warn him or her about our experience with them. Maybe they are paying Jaime Lee Curtis too much to be a spokesperson and shortchanging the customer reps pay and training needed to attract competent employees. Only Voicestream knows.... Sincerely, Pat

patrick

kailua, Hawaii

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