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So, as I said before, I'm thinking about getting a new cell phone. And I did. On the 6th of March, to be precise.
It was nifty. Lots of toys and gee whiz stuff, along with actually useful things (like the ability to synchronize the phone book on the phone with Outlook). And that's where the good news ends.
The phone that I got from Cingular had a known problem with it: namely, that the volume level of the earpiece couldn't keep up. I didn't know that at the time, but it became manifestly evident as soon as I tried to use the phone in a place that wasn't a quiet store.
Naturally, I took the phone back to the store and asked for a replacement. They said they would have one for me within a week. Well, today, I took the phone back. I had gone by the store a few times, checking on the delivery, but no success. Prior to me taking the phone back, I went to both Amazon and Cingular's websites and found working copies of the phone there. I also called to another Cingular store in the area. They didn't have any of them in stock, but they did a check of the computer and found fifteen (15!!) in stock in two other stores in the area.
Why the store that I bought the phone from couldn't do either of these things in three weeks is completely beyond my ability to understand. Needless to say, I returned the phone. And, if you'd like to see a copy of the letter I'm sending to Cingluar, click the Continue Reading link.
March 30, 2005
Cingular Wireless Customer Care
Attn: English Correspondent
17000 Cantrell Rd.
Little Rock AK 72223
Dear Sir or Madam:
On March 6th, 2005, I purchased a Motorola MPX220 phone at one of your Cingular stores (Newcom Digital, 3301 Lee Highway, Arlington VA 22207). Within a very short period of time, I noticed that the volume coming from the earpiece speaker was not even close to being acceptable. I attempted to return the phone to the store at that point. The store suggested that I call the Handset Exchange program. The following day, I called the program.
The rather nice gentleman on the other end of the phone informed me that I needed to return the phone to the establishment at which I had purchaed it, as it was their responsibility to affect any exchange within thirty days. I went by the place of business on the 8th of March to request a replacement phone. The manager on duty assured me that he would be able to get a new phone no later than the following Monday.
It is now the 30th of March, over three weeks since the initial report of the problem. At no point in time has anyone from Cingular (either the service provider or the vendor) made any effort whatsoever to contact me regarding my issue. I have taken time out of worko day to visit the vendor on a number of occasions, all to no avail.
I find this level of customer support distressing, to say the least. I have need for a SmartPhone (it happens to best address my business concerns) and decided that the Motorola MPX220 would be the optimal model. In fact, the sole reason why I even talked with Cingular in the first place was a direct result of Newcom Digital having one of the MPX220's in stock.
My understanding of the situation is that Newcom claims they have been unable to get a replacement ordered in time. I do not know if this is or is not the case; I do know, however, that I was able to locate a replacement online at Amazon within fifteen minutes. Furthermore, when I called around to a few other stores in the DC area, I was able to locate 15 MPX220's within ten minutes. If Newcom was actually having problems, I would have expected them to do me the courtesy of calling to let me know, rather than requiring me to travel to their location to find out in person.
...
In short, all of these reasons are directly contributing to me leaving Cingular. I have not been all that thrilled with Sprint's service, but at least they both do as they promise and seem to be vaguely competent.
Sincerely, if not highly annoyed,
--Casper
Posted by Casper at March 30, 2005 10:50 PM