Post from Anonymous Customer Service Representative
March 14th, 2008 | by Tim |I am a Clearwire CSR. I am disgusted with the sales representatives of Clearwire. At the core, the company is not a bad organization honestly as I believe. The major problems of this company come from the sales representatives of Clearwire.
A) Allow me to explain this:
Each sales representative works more or less on a commission status. We all know that this means they make most of their money from selling to a customer an account. NOW: What this is also means in my personal experience is that, that sales representative, whether local or over the phone lies out their A$$ in order to complete a sale and get their commission.
B) Things these reps lie about, and there is absolutely 100% (I would testify in court) no doubt that these reps lie to do this, are the basic signings up for accounts with Clearwire.
Reps tell potential customers that they will recieve three months ABSOLUTELY FREE. In fact for the service itself this is true. HOWEVER, customers still have to pay a modem lease fee! Reps do not tell customers about this which leads me to…
C)Sales reps do not tell customers about
1 ) Early termination fees
2 ) modem lease fees
3 ) shipping fees
4 ) contracts 1yr or 2yr
5 ) pre-autherization fees
6 ) limitations of service concerning fax, cell phone, ect
7 )equipment cancellation fees of $200 should a customer need to swap out a bad modem/pc card for a new one. 90% or more of calls we as CSRS (and no, I am no exaggerating in the least) recieve are due to being lied about concerning these reasons. If customers were given appropriate information concerning this than there would be A LOT less hassle.
8 ) How does Clearwire back this up? Well frankly we are old to say this : “I’m sorry, but as you used our service you agreed to the Terms of Service for clearwire which is a standard agreement by all internet based services. In the Terms of Service you will see our payment process, cancellation and replacment fees, ect ect ect.”
Know what is ridiculous about the Terms of Service?
Yes, it is standard with every online service or game by law…BUT..no one..I mean NO ONE, seriously, reads it. You know why? Because the ToS is believed by customers world wide as an agreement to PROTECT THEM, NOT THE COMPANY TAKING THEIR MONEY. As it is a standard practice no one takes the time to review it. ToS is on EVERYTHING online, games, programs, anti-virus software, ect ect ect. And no rep from any company will take the time to explain those ToS terms to a customer simply for the FACT that it will scare that customer away.
So is Clearwire shady in this respect and needs to educate and work with an iron fist on sales reps? MOST DEFINATLY! But does every other organization using a ToS need to do the same? MOST DEFINATLY! Like many corrupt things going on in our “great” America, it is high fracking time that “we the people” take back the life which is supposed to be delegated
and relegated by us, not by the rich and the corrupt or the companies.
Clearwire as a company is decent, but the current practices are not. I widely encourage anyone who is no longer a customer or who still is but sees many of these issues, to speak out not just against Clearwire but as the Great Corporate Office which truly runs our country! It is time that we, the real and blood filled people of America do something to take back our very souls, because those we elect, those in power, whether corporate or laying in bed with political people will not help us. Our time is now and if we do nothing or say nothing than we are digging the earth for our own graves.
-Anonymous, CSR in NY for Clearwire.
P.S. Fuck Jo and her boss
6 Responses to “Post from Anonymous Customer Service Representative”
By BeepBeepImAJeep on Mar 15, 2008 | Reply
I agree 100% with everything here, I work as a technical support rep, and in the REAL WORLD we are innocent most of the time, and take the full blunt force due to the sales reps’ actions, while they are making extra $.
I pray to god the company makes some adjustments and some hardcore rules, it would make the customers and the employees happy in my opinion.
By Doug Arnold on Mar 17, 2008 | Reply
Agreed. But honestly, though, Clearwire’s shitty sales tactics are little to no different from most other communications companies. I’ve worked with/for numerous telecom providers (T-Mobile, AT&T, Verizon, mPower, Sprint, Cox, Clearwire) and retail technology sales (CompUSA, Best Buy, Circuit City) and have always–ALWAYS been disgusted by the sales force and the dishonest tactics they employ. Of course, the company line is always “Honesty to customers” but this invariably is perverted into “Do whatever it takes to increase our numbers.” The pressure from management essentially demands a dishonest tack in making sales. The end result is that salespeople with any integrity never last long and are either fired for not hitting quotas or quit in disgust.
Having been the CSR in the Reno market for some time last year, I saw a laughably high turnover rate amongst the sales team (practically all new faces each month) as people realized the difficulty in selling a shitty product with shitty terms of service and shitty support. The people who survived for any length of time (indeed, prospered) were the ones with the most customer complaints against them. Instead of addressing the complaints (of which there were MANY), the individuals in question were routinely rewarded monetarily and recognized publicly within the company.
I’m no longer with Clearwire, and am proud to say that I’ve steered a dozen or more people away from signing up with them. I strongly encourage the same from other disillusioned employees or former customers.
By Doug Arnold on Mar 17, 2008 | Reply
An addendum.
Several towers in the Reno market were changed late last year (4 sectors to 3, changing the antenna angle, et cetera) which resulted in a loss of signal to many existing customers (including some who’d been with the company since they opened the Reno market). These customers went from a decent signal to none at all. One would expect they’d be released from their contracts as the loss of service was a result of Clearwire’s actions. Many of these people were, in fact, charged. The main culprit behind this ridiculous and asinine policy was a certain Chris Duggan, some sort of regional vice president (and first class flaming asshole) who summarily denied the “ETF Waiver” process. His sole motivation was keeping his own churn figure low and keeping the “dollars extracted from customers” figure high.
Situations such as this, which defy all rational logic, led me to start a policy of my own: giving customers exorbitant credits on their account or otherwise circumventing the usual controls against giving the customer any sort of break. I likely “gave away” thousands of dollars of ripped-off revenue to customers. My little socialism experiment was obviously not an appropriate way of voicing my dissatisfaction, however, I had no other outlet. I brought the topic up repeatedly with my immediate superiors, along with that shit Duggan, only to be poo-pooed away with no satisfactory answer.
Par for the course at Clearwire.
By David on Mar 24, 2008 | Reply
Duggan is an ass he doesnt care about anything but his wallet and has no clue what he’s doing he doesnt trust anyone and dresses up in costumes to secret shop people in best buys who are barely making minimum wage, and pushed harder than the sales guys who work directly for the company and make 100x more!!!.. what a joke!!
Elton Hart the GM has the work ethic of a nat and eventually someone will find out he spends more time in the gym lifting weights than he does trying to sell the product he’s being over-paid to sell, I dont believe he’s ever written an order himself and when he’s suppose to be out visiting AR’s he’s in the gym… what a moron.. hopefully they will bust him out on that…
By J on Apr 15, 2008 | Reply
CLEARWIRE is the WORST internet service provider anyone can get.
I had a 1 year contract with clearwire and the connection died after one month due to some tower problem (according to them). It was not fixed for almost a month and i decided to quit as it was affecting my work and i had to pay $170 for breaking the contract.
People in customer service have no manners to talk and they hang up if they cannot help you. All they can tell you is, “Restart your modem”
By Sandy Jones on May 7, 2008 | Reply
I noticed a Clearwire truck parked across my street on and off for weeks. I was thinking about getting Clearwire service, so I decided to walk across the street to see how the service works. What a surprise!! The driver told me he was monitoring “illegal activity” on Clearwire. I asked him what was it about thinking terrorists or porn until he told me somoen was sending out wedding invitations by email and that was against the Terms of Service. I was surprised. He bragged that most customers won’t bother to read the to large 10 page contract and that nobody but management knew what it meant anyway. He said the customer was going to have their service dosconnected for violating the terms of service. I asked him why he was parked all last week, and he said that it was a good place to park under the trees. He said the regular cable and intrenet services were terrible in my area and Clearwire was taking over, but they werent able to provide good service because of the large number of customers. He added that he likes to park here and read what people are writing. He can read every email and every letter website you visit. DONT TRUST CLEARWIRE—they are worst than the mafia or spys.