Terrible Experience with Cingular

I was an AT&T customer and still have that plan.

A few days ago I tried to migrate to a Cingular plan with all new phones.

I went to the website to try to do it, but the website instructed me to call Cingular because the webside was not able to upgrade 4 phone family plan.

I then called Cingular. They were nice. I picked the plan that I wanted, the phones that I wanted and I was all good to go.

Or so I thought. The sales person or whoever I was talking to told me that there was a problem with their system but he would call me tomorrow - there was something wrong where one of the phones I wanted was not in their system so it was unable to be ordered.

He called back like he said he would but said the problem was still there. I asked when he would call and he said later that night. He never called. I waited the next day til about the end of the day and before calling Cingular.

When I called cingular I literally got transferred to 7 people and had to tell my story to about 5 of them. It was extremely frustrating.

Finally, the last person I talked to told me that I would have to order the phones that I wanted through the website. When I said, but I can't order them through the website because it directed me to call you, she said nothing. She offered me no alternative. It was like she was telling me I could not be a Cingular customer.

I then asked if she could tell me what phones I could order. She said she had to get someone else to help me. She transferred me and this guy started to ask all the same questions again and I had it. I thought I would try going to the store in preson.

I went to a reseller first and they couldn't help me. First they had none of the phones I wanted in stock - even though they had them on display and they said they would not be getting them in stock. Why keep them on display with the great price (it was actually better than the online price). They then suggested I go around the corner to another Cingular store - a corporate one. I went there.

It took me almost 1 hour of waiting just to find out they only had 1 ZX10 left - and the sales person had no idea what the price was or anything about whether or not I could even get the phone or what could be done about all the problems I've been having trying to just be a Cingular customer.

So far I've spent about 5-6 hours over 3 days tryng to upgrade my phones and get a new plan. My phones are breaking down, plus there are better plans around now.

This has been one of the most frustrating shopping experinces I have ever faced.

Unfortunately I'm not sure what to do. I think I may have to switch to Verizon.

I think I must have had the very same people deal with me this past week!

I have been a customer of Cingular (formerly Bell South Mobility) for 13 years and we have a family plan with 3 lines that are out of contract. We needed upgrades on our phones and really didn't care if we got a new plan or not because due to hubby's corporate discounts & perks we had plenty of airtime. We also wanted to add a line with a Firefly for our 9 yr old disabled son.

We first tried online and found: 1) little variety to choose from in way of handsets, 2) phones very expensive and 3) we could not DO anything online (even add a line) and were directed to call a CS number. I mean come on...the "authorized dealers" are offering 2 free Razrs and Cingular wants $100-150 each even for an upgrade?

We called and after 30 mins on hold, I got a person (Renee) who tells me that she cannot match the resellers price, but that she can probably get the 2 Razrs and the Firefly for $100. She would go to her service dept and call me back in 15 mins. No return call. Ever. We call Cingular back that night. No one will touch the "deal" Renee offered. No one will offer anything. We are even told that NEW customers are the ones Cingular are after and they don't care if their "loyal one of 13 years" stay or not.

Hubby gets mad and starts looking around at other providers. We really can't find what we want with anyone else. So we go online and try to upgrade through a reseller aka "authorized agent". We thought we had it all taken care of - made sure to tick all of the correct boxes and click the correct links, etc...TRIPLE CHECKED everything. Phones were on the way when we get the email with *4* NEW phone numbers added to our Cingular account. The reseller (LetsTalk.com) argued that we did not extend our contract and called me a liar to my husband who watched me as I confirmed the order as a contract extension. They conceded to cancel the order and redirect the phone shipment. What they did NOT do was CONTACT CINGULAR! Actually they did not do any of the other stuff either. WE called FedEx ourselves and redirected the shipment. He called Cingular and after 6 days of both of us calling and speaking to 4 different departments (as well as email) and I cannot even say how many people, we finally got rid of the LetsTalk contract mess just tonight. They did cancel the contract, but failed to check the "waive fee" box and charged our Cingular account over $900 in early termination fees against their own T&C. Cingular finally removed the charges tonight and gave us a $45 courtesy credit.

Now we very carefully go back to a reseller to try and get our Razrs again because Cingular will not give any sort of handset upgrades. We were only able to upgrade our first 2 lines this time - and NOT through Lets Talk - and they even added on some extras that we made certain of removing before finalizing the order (MEdia basic, roadside assistance, 7am-7pm). Still, they got most everything correct and one of the phones has arrived already.

Now, we try back at Cingular to add the additional line and get the Firefly. I try online. I am told I can't and I must call. I call. After 1/2 hour on hold, I am told that the reason I can't do anything online is because their system is down and I should be able to fix it all myself when it all comes back up. I explain that NO I CANNOT! I tell her that I want to add a line and get a Firefly. She says they don't have anymore Firefly phones. I tell her that they are available online. She says to order it online. ARG! I can't! SO she says to go to the local store. I tell her that I have and they don't have one either. I get nowhere and hang up.

Later that night I go back online and use the email form to ask why I can't add a line online. I finally get an answer and am told it is because our account is handled by NBO. I email back and tell him why I need to change the plan (remove the 3 items incorrectly added) and add the line with the Firefly. His email reply is that he can edit the plan, but I would have to call to add the line. ARG! THEY DON'T HAVE THE PHONE! So I send him the info to edit the plan at least. Now, no reply and no changes to my plan.

I am at my wits' end. I still do not have a line for my son, nor a Firefly. My original 3rd line is out of contract and has not been upgraded to rejoin the new plan. My new plan is out-of-whack with features I don't want and doesn't have hubby's corporate stuff in it. The only thing that has come out of this so far is that we do at least have 2 Razrs and I know to never recommend Lets Talk to anyone. Also, Cingular SO needs come organization in the customer service. Lastly, with FedEx being so large here in Memphis, why the heck doesn't Cingular provide the corporate employees with a service rep?

I am so frustrated.....

What I don't understand about letters of this type is that, and I'm not doubting your experience or credibility, but in almost 2 years, I've called Cingular Customer Service 4 times. Each time, I waited 3 or 4 minutes for a CSR and that CSR was able to handle my issues promptly and courteously every time.

Are we sure we're calling the same company?

Geri O

The folks at Cingular were nice, just not helpful most of the time. And the wait time was very long despite the time of day. Also, neither time we were told we would receive a return call did it happen. They also seemed to be very disorganized by sending us to department after department, who would then send us back to the original person.

The people at the resellers were the ones who were so hateful to us. At least Cingular is trying to clean up their mess, even if it is taking 2 weeks and countless hours.

I used to have wonderful experiences with Cingular CSR's. They were always very willing to help with upgrades and plans. Why else would I still be with them after 13 years? I have never used a reseller or even a retail store before this time. I have never had a reason to.

Michelle

Heres the things about the wait time to take to a cingular rep at any given time well the area my center supports and the three other centers support we have anywhere between 3 - 5 thousands phone reps takeing calls execpt for first things in the morning and come close to closeing time. during that time this center alone with 500 reps online takeing calls average each hour we field anywhere between 1 - 3 thousand calls an hour. I takek on the average being in a specialty department front end for network ops for network issues my team of 19 people in this center take anywhere between 500 - 1000 calls a day so as you can see those of us that work in the call centers talk to a lot of diffrent people a day/hour over something as simple as a a 1 cent federal tax increas on the invoice.

To people that can not make or recive phone calls beacuse they can't figure out that there phone was not charged the night before and the batt is dead. To people asking how many min's have i used this month so far when you can get that info online with the my account features, to the *646# send on the wireless pohone to call the 1-800 number and getting that info also.

Cingular by far offers more and more self-help free features to it's customer that none will take advantage of them to adv the hassle of long wait periods and hold times to talk to a person.

Thee you have the people that call in and tell the customer service rep that they can't do anything for them and demand to talk to a (tech, manager, esculation teams) when the first person you talk to can correct the problem 85% of the time. When people call in and demand to talk to the tech team to just reset there voicemail password that ties that tech rep up for helping someone that really needs the help beacuse they can't make/recive calls. Customer care can reset the vm password the phone user can reset vm password with the 1-800 number or even going into medianet off the wireless device.

As you can figure out i am in the tech department here is an example of a call i recived and notes that were on the account i had a customer wait 45 min's to talk to a tech rep luckly i was the one that got him. Notes one that account cust demeanded to talk to tech would not let me assist cust vm account was locked i offered to assist and informed cust i can correct problem but customer refused my assistance this was the account note. When i get the call cust is mad yelling and cussing at me beacust of the 45 min hold time

i read the account notes while getting info from the cusotmer by the time he finished explaing to me what was wrong the account was unlocked and his password was reset est time was in 45 seconds the he really got pissed beacuse it didn't take me a long time to correct issue and i explaind to him that the last rep (standard care rep) could have done the same thing i just did he was not mad at me but mad he wasted his time sitting on hold for 45 min's for a 45 second fix.

So please understand there is a lot going on in a call center it is a two way street you help us by being nice to us and you will get a lot more done for you that you want done on your account then you call in with an attitude/cussing/screaming and just trying to rush the rep in what they are doing for you the customer. Beacuse most customer do not relize that when we the cingular rep has an issue with the company you work for that next call you get may be us calling to cuss you out and take our fustrations from our daily call vol day and take it out on you the first or second rep that answers your company's phone even if is not your fault!!!!!

sorry i normally do post things this long in here

The problem is that Cingular should be advertising the quick features on the phone more, and also express that they are free. I didn't use the *646# send feature because I thought it used my minutes.

Does calling voicemail use my minutes? That calling rate code on my bill makes it confusing.

It's also free to call customer service, right?

Hi Cptech31 and thanks for the reply. I understand all about call centers. That was what hubby did for a long time was tech support in a call center. I also have never cussed out anyone in my life, not even my ex. LOL.....

I also try to find every answer myself before I call anyone and I would rather take care of my business myself. I understand how busy you guys are and how trivial probably 90% of the calls that come in are. Still, when a customer does have a legit problem you shouldn't have to be shuffled 7 different times (yes we were sent to speak with 7 different people and everyone on both ends were nice the entire time albeit weary) and if a CS rep says that they will call you back with an answer, then they should call you back. I also have worked in the service/hospitality industry before. Trust me, be a travel agent and see how many little silly questions you get asked!

I keep trying to take of my business online in my own account and I am told that I have to call in. The call center wouldn't get quite so many calls if the online site was more efficient. I don't like to call. I don't like to bother them. I want to do it myself, but I can't! I just want to delete a feature and add a line to family talk with a Firefly phone. So far, no one at Cingular has been able to help me. I am going to try again today.

Take care,
Michelle

Now on the firefly currently the only place that i know still selling the firefly for cingular is wal-mart as cingular stoped carring the firefly due to compatablity issues is telesales and retail stores telling you that you would not be able to get the firefly??

Hi cptech and elmo...

When I call in, I am simply told they don't have anymore in stock. When I go into a retail store I am told they have sold out. *But* when I go online with Cingular for my zip code (38018), they are available online...and free, of course. But I can't get it because I can't order online.

Erm...what compatibility issues?

Thanks.

Terrible Experience with Cingular

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