Yesterday the display on my cell phone stopped working, and now shows only a gray square. It is now useless except for possibly answering a call.
I researched options on line last night, including a lengthy on-line chat with someone who helped me find two options that were acceptable. He also assured me that it would be possible to get the new phone at no cost.
Background: I’ve been with this provider for many years, and have a plan that is ridiculously cheap, so I’d rather not change providers if I can help it. I am also not interested in a phone that does more than – get this – send and receive phone calls.
Today I went to the phone store so I could look at the actual phones and selected one that would do the job, but it was not available at that location. So I went home and attempted to order it on line. It was clearly listed on line at $0.00; both the phone store and the on-line chat guy said the normal “upgrade fee” of $40 would be waived. However, when I tried to place the order, the price changed to $139.99!
I spent the next HOUR AND A HALF with various customer service people on the phone. The first one agreed with me that the free phone was definitely available and she didn’t know why the price jumped upon ordering. She was on line also, and confirmed what I described. We went around in circles for a good while, maybe 40 minutes, and she tried to transfer me to another specialist. Clicks and beeps and the line went dead.
I called back and of course got a different person, who couldn’t help, but transferred me to yet another department. The person I got this time had a weird way of speaking (not a foreign accent, just very difficult to understand). After going through the same process, this person told me that there was no way to get the phone I wanted for free.
I asked to be transferred to a supervisor. Frankly, I told him, I have looked at another service provider, and I can get the phone I want for free there; I just don’t feel like going through the inconvenience of changing companies. Oh, that’s different. The next person they put on the phone was a “customer retention specialist” who *eventually *gave me the phone for free, and promised that once it was activated the “upgrade fee” would be credited back. The down side is it will take a couple days to get here, despite the promise on their web site that says “free next day delivery.”
Grrrrrrr. :mad: