Crappy Customer Support As Well – User Submission by Ian Q.

I’ve been ‘clearwired’ again! It’s a new phrase I’ve coined.

I sent a submission back on May 22nd, you can look it up, it was about their inferior isp and the difficulties I had quitting. Well, I’ve had to deal with them again, you ask, but Ian didn’t you quit their service? Yes I did, but I never received their shipping label in my email box and became extremely busy and figured they would contact me about the modem I still had in possession. I’ve finally moved and got settled in to my new place and I was looking at my bank statements. I noticed they were still charging me $50 a month!!!! Had I received a phone call? No. Had I received an email? No. Had I received any mail regarding the unreturned modem? NO! And I can see why, they were happy to just take money from my account even though I had called and canceled.

With that said I gave them the benefit of the doubt when I called their billing department. Here we go… ready?

The first representative.

He/She was very nice and said they would transfer me to someone in billing (I will explain the why I said he and she in the next statement).

The second representative.

This lady didn’t give me her name and proceeded to tell me straight up that they would not refund my money! I gave them the benefit of the doubt, because I understood that I had the modem and companies such as Time Warner will charge you for the hardware and then credit you on return of the equipment. I asked the lady if she was going to help me get my money back and with no explanation was told no. I asked to speak to a manager and show told me to please hold.

As I was waiting I could hear this woman repeatedly pick up the call as I was waiting and curse while I was on the line. Then finally she hung up on me! Incredible! It was all to familiar from my last experience with them and I was so upset, trying not to make things worse by yelling, because they had my money!!! So I calmed down, called them back and a nice lady helped me out and transferred me again (of course). I got transferred back to the same rude woman who had cursed at me just earlier. She told me she would transfer me to a manager! If you are counting along, I’ve been transferred 4 times now and hung up on 1 time.

The third representative.

Gave me his name Tim White. He was nice and tried to help me, but would only credit me 2 months of charges even though I had 4 charges. So that is $100 I gave to clear wire for no good reason. I said, but I’m returning the equipment as soon as I can get this shipping label, don’t I deserve all my money back, it’s not like I’ve been using their service(you won’t want to use it either, that’s why I quit back in May). He hid behind their return policy or something arguing that he was doing me a favor and that they usually don’t refund your money.

I’ve got to say. I would report this kind of treatment to the better business bureau if I thought it would make a difference. I don’t feel comfortable that they have my credit account numbers in their system either. I think I’m going to apply for a new card.

The fact is, I was charged for 4 months of service that I didn’t use and I clearly said I wanted to quit back in May. They would have been happy to keep charging my account forever I’m sure, without giving me a phone call or mail or anything! Really?!?!

I know one of their VP’s reads these because I was contacted a while back. He was a nice guy and tried to understand what had happened and listened to my horrible experience. He gave me his name and number which I lost or didn’t plan to keep, because I thought I was done with Clearwire. If you are reading this one, give me a call again. I’ve spent probably a good 3 hours of my life on hold with Clearwire, if a call from you sir will get me my remaining $100 Clearwire owes me I would be happy to spend another hour on the phone with you discussing how I’ve been walked on by your company.

I hope anyone reading this finds comfort in knowing there are others in the same boat you are in.

Ian Quattlebaum