I’m writing to let you know that I’m finished.
When I first signed on for your service, I was very pleased. This was back in 2002, when everything was TDMA. It was relatively simple to find a plan that fit – your home coverage area wasn’t the best, but with the Minnesota/Wisconsin plan I was very happy (I was commuting to Stevens Point at the time, so I needed a plan that worked south of Marathon County.
As time passed, I was still pleased, and would readily recommend your company to others. I was excited when one of your employees told me GSM was coming in early 2004. Unfortunately, I’d still have to wait another year before my contract expired to switch to GSM. Because of this, I went ahead and bought a new (TDMA) phone in March of 2004 to replace my aging Nokia 3360. I was happy, although not as happy as I would’ve been on GSM. Not two weeks later, my roommate got GSM from you. I was confused, since his contract hadn’t expired yet. I learned that you had a special offer where customers could switch to GSM, get a substantial discount on phones, and get a discounted monthly fee. I would’ve loved to have that, but I had just bought a new phone. That made me wonder why the person I bought the phone from (at your kiosk in the Wausau Center Mall) hadn’t told me about GSM at all.
That’s where the ship started to sink.
After that I was kind of disappointed, being stuck with a new phone that I could only use for TDMA service. I called your store in Rib Mountain to find out whether there was anything I could do, but I already had used my phone for more than 30 minutes so I was stuck with it.
Time passed, and I started to count down the months until my contract expired, so I could get a new phone. The thought entered my head to sign up for GSM in mid-summer, figuring that I’ll just suck up the cost of another new phone. However, the offer was gone. I was unhappy at the time, but now I am thankful because this brings me to another point–
From the point of view of a Nokia-user, your GSM phones are awful. I mean, the Motorolas are contenders, but a friend of mine bought a V400 that, admittedly, is very cool, but also seemingly very buggy, since every other week she had a loaner phone from you. The V600 is nice but costly. The Nokia selection was abyssmal then and still is. The two camera phones you carry look absurd and are something I’d actually be embarrassed to use. Speaking of absurd and embarrassing, there’s the Curitel Identity. I hope that’s a joke, right?
Anyway, I kept hoping that maybe you’d have nice Nokias in by next year, so I could buy a nice one when the contract expired. At the same time, though, I was starting to think that maybe I’d be better somewhere else. Your new GSM plans are nothing to be excited about (from somebody who is currently paying $34.00 a month including tax), and the service isn’t that impressive (yet). I wanted a company that was nationwide and acted like it. By this I mean it would get the newest phones when they came out, instead of deliberating on whether anyone would buy them. Sprint came along. They did this one better, in that people actually make phones just for them. And they’re good phones.
Finally, yesterday (Saturday 12/11/04 in the Wausau Center Mall), I was so bored with waiting that I went to the mall to find out how much it would cost if I left your service that day. The person gave me the figure, and asked why I was leaving. I told her that was going to Sprint because they have better plans and better phones. I guess this set something off with her, because she became immediately defensive and condescending, as though I didn’t know what I was talking about. She responded that you have the same plans as Sprint. Not true. Sprint has a plan that I wanted more. I wasn’t in the mood to argue with somebody about my decision, so I just responded, exasperated, that I still thought they had better phones. She launched into a speech about how you have fourteen new phones (good for you, but they’re still not Nokias). I responded that I liked Sprint’s phones better, and just received an angry look. I told her about being unhappy with the general service, and how I bought a new phone in March and was not made aware of the GSM sale. She said it was because you weren’t advertising it. I responded that it was still very frustrating.
It is frustrating still. I can understand having a sale and not advertising it in newspapers, but when someone comes up to buy a phone that you know is practically obsolete, why not tell them something better is available. If that had happened, I wouldn’t be writing this letter right now. What bothers me even more is, everytime I mention it to someone within your company, the response implies that I’m at fault for not constantly asking what your special offers are. Isn’t that why they’re called offers — because you offer them to people?
And on the subject of the representative I spoke with yesterday: awful. Making a customer feel stupid is not a good way to handle things. Here is what might have made me stay:
If she had said, OK, well if that’s the problem, I can sign you up with GSM right now and give you the new contract price on a phone, I mgiht have considered. If she had sent me to the Rib Mountain store, that would’ve been fine too. But she didn’t try. She was losing my business and she didn’t care. I guess I am not surprised, because companies such as yours seem to be more focused on signing on new people than keeping your current customers happy.
I actually went over to the Rib Mountain store to ask about switching again, but I didn’t talk to anybody there. I am glad, because I would’ve ended up with another mediocre phone, at best, and at worst would’ve just been talked down to again.
It is for those reasons that I ordered a Samsung VM-A680 and a two-year contract with Sprint PCS yesterday evening. That phone is one of the highest-rated phones available and I’ll be pleased to be using it instead of my outdated Nokia 3560.
That’s the end of the story. Thanks for 1.5 decent years and 1 mediocre one. A response is welcome,
Andy