**USER SUBMISSION by OneVoice, with follow up by fadexxoutxxagain**
I worked for Clearwire in the recent Nashville rollout and continue to work with them. Because of the consultation nature of my work, I’ve dealt with many different companies in in the Southeast and elsewhere in the country.
To be frank, I, personally, would never own a product or lease a service by this company. The reasons are somewhat different than the technological and customer service issues that are so well documented here and elsewhere, though certainly related and arguably the source of said issues.
My experience with them places them, at least in my mind, far closer to the private equity type of corporate model than the utility public service model. In my year and a half experience with them so far, customer experience seems to be the last criterion on the list when decisions are made, and frankly much of the time, isn’t even on the list.
A good example is their understanding and management of RF tech and how the end customer experience with regard to throughput and connection stability is affected, and what mitigating measures should be taken to provide a good customer experience in what is, by all accounts, a challenging technology to make work optimally. Anyone who’s ever worked in high frequency radio in general in a congested spectrum environment knows what I’m talking about. When I say “understanding” I guess that’s not exactly right, because I have dealt with a couple of smart people who do understand the issues and do want to do the right thing. But just as one example, from a corporate standpoint, Clearwire doesn’t understand that managing these issues well is key to customer satisfaction, because the customer just wants stable and close-to-as-advertised bandwidth, and that this is a very competitive and fast-changing business, and that customer satisfaction and retention are everything, if you had a more long-term and less grow-fast-at-all-costs model.
I will note that they understand customer retention, but their execution of it is through lawyers: by making it nearly impossible to stop paying Clearwire for service, no matter how bad the product delivered. As a few of you have discovered, they intentionally roll over the term without telling you, and I can assure you this is not a mistake; it is most deliberate. They know you won’t hire a lawyer, and they know the vast majority will just pay the fees and go away. In the short run I understand the arguments some in the company make that this is a very capital intensive operation and that “first-mover” status is everything, that the customers need to be signed on for growth, financing through cash flow, financing through equity, etc.
But they’re shooting themselves in the foot, imho. Because the end product is every bit as bad as the worst posts we see here, on dslreports.com and elsewhere. And the reason it’s this way is because the company simply is not organized around the customer, it’s organized for growth. And as long as current management stays in place, it will always be organized this way. All the hires are made with that in mind, almost all decisions look to that as the primary, if not only, parameter. In fact, in a couple meetings when I’ve stood up for the experience of the end-user, I’ve gotten dirty looks to the point where I felt I might be putting my job at risk because I was clearly stepping on someone’s toes who felt the need to defend his/her turf.
As in most companies, the culture of the entire company starts at the top and permeates through as the “right” decisions need to be made to move forward the vision of the senior management. Though Clearwire is worse than almost any company I’ve seen in this regard (particularly in putting the customer at the bottom of the priority list), in another sense, that’s simply how much of corporate America now works in this shareholder-equity driven world.
Anyway, I’m not sure why I babbled on so long. Just trying to help.
Long story short, if you’re looking for good reliable service technically, and good customer service when you need it, you must realize that Clearwire is from a corporate standpoint not missioned for that. If you have other options, you should probably pursue them.
**ANOTHER USER SUBMISSION by fadexxoutxxagain**
Im also located in the Nashville market. As sad as I am to say it, every word mentioned here was and is true. I was recently directed to sell service to someone whom I knew to be outside of the coverage area. I of-course did not, and was therefore reprimanded for my lack of sales for that particular business day.
I understand that this company is trying to do everything in its power to get the highest level of name recognition, but they are, as the previous poster stated, shooting themselves in the foot. There are multiple times a day when service is so bad at my point of sale, I cannot demo the product. I actually posted here defending the company when I first started working here a while back, but the more I see the ambition for development over customer satisfaction, the less respect I have for it.
Hopefully with the launch of the Wi-Max system, alot of the service issues will be resolved, but from a customer service stand point, they need to definitely rethink their customer retention policies. I have gone up to bat a number of times against our own retention department on behalf of customers that had every right to cancel their service, and the hoops that you have to go through, and the time spent on the phone with the cancellation line is completely absurd.
I came to this company because I thought that there would be a lot of room for growth, and I think there still is, but unless some of the customer satisfaction issues are addressed I don’t know how they plan to stay afloat when they are pulled into direct competition with comcast and at&t.