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Review 10/20/2007
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This was the WORST CONSUMER EXPERIENCE of my life. It was trouble from the beginning, and now trouble over a month beyond when it should have ended. As the other reviewer stated, their "30 Day Total Happiness Guarantee" is anything but.
First off I had trouble starting the service. They ran into a problem porting my old number -- which I only found out by following up myself. Then they started a new order. Which seems to have led to confusion about me having two lines.
I ordered the phone via telephone to receive a particular discount not available online. I was told that I needed to get the $85 plan to receive this discount, though I was only interested in the $65 plan. But I was told she would switch it over right away -- which never happened. And once the order was complete, I was never able to get in touch with the agent (Ashley Penland) again.
So off the bat I have a plan more expensive than what I want, which I do not realize right away. Then from the first night I have problems with it. The reception was very poor at my friend's house. Low to no signal for phone reception, and it could not hold a data connection either. The latter was very unfortunate, as if it were in the middle of transferring data and lost connection, the unit would crash. And simply using the power button was not enough to revive it. To do this, one would have to remove the battery and put it back. Which is not as simple as it sounds, as the clip to remove the battery is small and flimsy. Having this happen repeatedly was quite frustrating. (And as a point of reference, neither AT&T or Verizon have trouble at this location)
So clearly the phone was not what I had hoped for. Luckily I still had the "30 Day Guarantee"! Which unfortunately amounted to an empty promise. I have now called them at least 5 times over the past month+. I have made NO PROGRESS. Twice I have been told I will get a call back -- never happened. They have never been able to produce an RMA # to ship the phone back (their standard procedure to cover the cost of shipping via FedEx). It is absolutely ridiculous when they REFUSE to let you follow their own policy! I have tried to go about doing things the right way, but they will not allow it.
Since then, the charges have certainly piled up! I have been charged $200 for the phone, but they will not let me follow their procedure to send it back for refund. I have been charged $110 for service, though I signed up for a $65 plan which i had for two weeks (a pro-rated amount with all charges should be less than $50). And to top it off.. now they have charged another $350 dollars!!! This is for "early termination" -- FOR TWO LINES. Cancelling within the 30 days warrants no early termination fee and I never had a second line. So effectively they are charging me for about $580 more than I should owe them!
My five or more phone calls have yielded nothing but a run-around with no progress. And I am brought to a point where I am talking to a lawyer and will have to dispute the charges.
Worst consumer experience ever...
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