I don't know if I'm just unlucky, but I called Cingular customer service on Monday with the intention of upgrading my phone and extending my contract. My experience was the worst I've ever received. During the course of the morning, I was disconnected/hung up on numerous times. When I explained my situation and what I was hoping to upgrade to, I had to be transferred to a different department, but was assured that my information would be recorded so that I wouldn't have to repeat the whole thing. No such luck. When I finally asked the rep to speak with a manager, they flatly refused my initial upgrade request.
I have a fairly old Nokia 3395 and was hoping to upgrade to a Motorola V400 for little or no cost. After doing some research, I decided that the other free phones they offer online just won't do. It really was not alot to ask in exchange for another 2 year committment from me and a guarantee of at least $1200 over that time period . I was bothered more by the way I was treated than by their flat refusal to accomodate me.
I subsequently wrote a letter to Kathy Dowling, VP Customer Service explaining why I will most likely take my business to T-Mobile when my contract expires (actually at the end of the following billing cycle). I hope that she reads it because somebody in a position of authority needs to understand that being rude or hanging up on the customer is not the way to run a business. I was certainly very professional and polite to them. I wouldn't conduct myself any other way. I expect the same in return, especially from customer service!
Has anyone else been treated this way recently?
Thanks for reading,
Bonnie
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BKKloppenborg Posts: 10
Phone Model: Motorola v600, LG VX10,
Service Provider: Cingular GSM rocks... Verizon ( now Gone)
Sat Aug 28, 2004 9:18 pm
bornitz wrote:
Hi Folks,
I don't know if I'm just unlucky, but I called Cingular customer service on Monday with the intention of upgrading my phone and extending my contract. My experience was the worst I've ever received. During the course of the morning, I was disconnected/hung up on numerous times. When I explained my situation and what I was hoping to upgrade to, I had to be transferred to a different department, but was assured that my information would be recorded so that I wouldn't have to repeat the whole thing. No such luck. When I finally asked the rep to speak with a manager, they flatly refused my initial upgrade request.
I have a fairly old Nokia 3395 and was hoping to upgrade to a Motorola V400 for little or no cost. After doing some research, I decided that the other free phones they offer online just won't do. It really was not alot to ask in exchange for another 2 year committment from me and a guarantee of at least $1200 over that time period . I was bothered more by the way I was treated than by their flat refusal to accomodate me.
I subsequently wrote a letter to Kathy Dowling, VP Customer Service explaining why I will most likely take my business to T-Mobile when my contract expires (actually at the end of the following billing cycle). I hope that she reads it because somebody in a position of authority needs to understand that being rude or hanging up on the customer is not the way to run a business. I was certainly very professional and polite to them. I wouldn't conduct myself any other way. I expect the same in return, especially from customer service!
Has anyone else been treated this way recently?
Thanks for reading,
Bonnie
Nope sorry, but what i have noticed with any company is they start off with good Cs then i goes downhill like Verizon's before i left. It was the best now its alot worse. So far CIngular has treated me better then Verizon ever did. I bet you that T-Mobile CS will go downhill in 2-3 years just like everyone elses. I also notice that it depends on the rep you get. I seem to get lucky and get all the nice and hard working reps. SOme are BAD though... If you go to T-Mobile you will not have as good of service, and i bet you CS will go downhill in 2-3 years so it dosn't really matter anyways. Good Luck!
muddyrover Posts: 4
Phone Model: LG G4010
Service Provider: Cingular
Mon Aug 30, 2004 10:23 am
Cingulars customer service pretty much sucks.
I have never had a stressless experience......or wait, no I did ONCE, the day I signed my contract for three phone.
sdear Posts: 1
Phone Model: none
Service Provider: none
Thu Sep 09, 2004 11:38 am
I was sold a "share/family plan" via phone by a gentleman and when I received the phones found that it was a 24-month contract not the agreed upon 12-month contract. I also found that he SAID he would give us added features at no additional cost but when I phoned Cingular I found that they were not included. They wanted $140 MORE than the guy told me for the phones and $14 extra per month for the "free" feature. We complained but they are doing nothing. They said to send the phones back. We don't thiank we should have to pay for the phones since we didn't get what we agreed upon on the phone. They were SUPPOSED to phone us back on Monday and haven't done that yet! I don't even know where to go from here...not MY way of doing service - that's for sure!
scvolman Posts: 11
Phone Model: Black Razor
Service Provider: Cingular for 14 years
Thu Sep 09, 2004 1:07 pm
bornitz wrote:
Hi Folks,
I don't know if I'm just unlucky, but I called Cingular customer service on Monday with the intention of upgrading my phone and extending my contract. My experience was the worst I've ever received. During the course of the morning, I was disconnected/hung up on numerous times. When I explained my situation and what I was hoping to upgrade to, I had to be transferred to a different department, but was assured that my information would be recorded so that I wouldn't have to repeat the whole thing. No such luck. When I finally asked the rep to speak with a manager, they flatly refused my initial upgrade request.
I have a fairly old Nokia 3395 and was hoping to upgrade to a Motorola V400 for little or no cost. After doing some research, I decided that the other free phones they offer online just won't do. It really was not alot to ask in exchange for another 2 year committment from me and a guarantee of at least $1200 over that time period . I was bothered more by the way I was treated than by their flat refusal to accomodate me.
I subsequently wrote a letter to Kathy Dowling, VP Customer Service explaining why I will most likely take my business to T-Mobile when my contract expires (actually at the end of the following billing cycle). I hope that she reads it because somebody in a position of authority needs to understand that being rude or hanging up on the customer is not the way to run a business. I was certainly very professional and polite to them. I wouldn't conduct myself any other way. I expect the same in return, especially from customer service!
Has anyone else been treated this way recently?
Thanks for reading,
Bonnie
Bonnie,
Here is the email I used to get my concerns to the executive office, AND, I recieved a call on Monday after sending it %:00PM the Friday before..
I was sold a "share/family plan" via phone by a gentleman and when I received the phones found that it was a 24-month contract not the agreed upon 12-month contract. I also found that he SAID he would give us added features at no additional cost but when I phoned Cingular I found that they were not included. They wanted $140 MORE than the guy told me for the phones and $14 extra per month for the "free" feature. We complained but they are doing nothing. They said to send the phones back. We don't thiank we should have to pay for the phones since we didn't get what we agreed upon on the phone. They were SUPPOSED to phone us back on Monday and haven't done that yet! I don't even know where to go from here...not MY way of doing service - that's for sure!
Thanks for Ms. Dowling's email. I sent snail mail on August 23rd and perhaps her secretary tossed it. Maybe this will get her attention.
Thanks so much!
Bonnie
bornitz Posts: 5
Phone Model: Nokia 3395
Service Provider: Cingular
Fri Sep 10, 2004 11:44 pm
Thanks all! I emailed Ms. Dowling yesterday and received a phone call this afternoon which resolved my upgrade issue. I'll still have to pay the $18 upgrade fee, but the v400 will be free except for tax, which I understand. They apologized for the horrible treatment I received on the phone a few weeks ago and really wanted to do everything possible to keep me as a customer. A letter really goes a long way. I plan to stay with Cingular.
Thanks for all of your input and assistance.
Bonnie
Clearvision5 Posts: 2
Phone Model: Nokia
Service Provider: Cingular
Mon Apr 11, 2005 6:21 pm
Hi!
I read Bonnie's horrible experience and it sounds similar to mine. Cingular just sent me to collections for $39.48 that does not belong to me. They seem to have a scripted mantra for their customer service reps so they don't have to deal with anything that requires thought outside of a prescripted response. Anyway, I am fighting back and have been looking all over for a Vice Presidents address. I have explained my story in writing this time and made multiple copies for the VP. CEO or President of AT&T Wireless, Cingular and the collections agency. If anyone can direct me to where to send my letters of dispute I would be most grateful.
I am filing with the FCC and Better Business Bureau. I feel like the mighty chihuahua that is a true warrior of insignificant size who will bite their ankles and tinkle on their tire and who will probably not be taken seriously. But I will put a good fight anyway.
Nice to meet you all. My name is Sheila and I'm venting! (Actually I'm a nice person)
Sheila
bornitz Posts: 5
Phone Model: Nokia 3395
Service Provider: Cingular
Mon Apr 11, 2005 7:49 pm
Hi Sheila,
I am very sorry to hear about the problem you're having with Cingular. I will try to find the letter I wrote so I can send you the information. Can you shoot me a quick email as a reminder? I don't seem to have it on my computer at home. My email addy is -edited: enable email under profile instead-.
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