How is this legal? – User Submission by Steve M.

My fiancée had Clearwire when I moved in. She had called and complained numerous times about the poor quality. They gave her the run around a few times and wouldn’t let her cancel. When I moved in there was virtually no service. Truly, dial up speed runs circles around Clearwire. So I started to call and complain too. In order to do this I had to be added as an authorized account handler, after she made an additional phone call to their customer service I was on the account and free to complain. I told the rep we wanted to cancel. They apologized and agreed to increase the speed for no charge. They did and for exactly 1 day the speed was about as good Comcast was 10 years ago. Ok, I could tolerate that. The following day it was bad as it use to be. What’s that all about? Did they upgrade me for a day so that I would be stop demanding that they provide a service for the money that we send them?

If that were their intentions it worked, because I, either out of defeat or exhaustion, stopped calling….. but not for long. 2 months later I said enough is enough and called in to cancel again. New service, tech support and cancellation are all options on their auto attendant. I select cancel and am immediately directed to tech support. This to me is admitting the poor quality. They are saying loud and clear we are going to head off every cancellation phone call with a tech guy because we are assuming the customer is canceling because of quality issues. His job is clear, to be smarter and more techie than you. Little did he know that he is dealing with a senior software engineer. So the tricks he may have played on other did not work on me. Among other things he said maybe I am in a poor service area and that could be why we were experiencing poor service. I live downtown Seattle, and not to claim anything over other cities but, Seattle is an extremely techie city. So if Clearwire does not have good service here than where exactly do they have good service? After a few of his “solutions” he started to sense that I knew what I was talking about and stated that I was not authorized to close the account, that only my fiancée was authorized to do that. I said I was added a few months back as an authorized account handler. He said the authorization is only to make changes to the account and not to close it. Arg!!!!! Clearwire at very least, and I mean at very very least (personally I believe they owe me money), allow customers to cancel out of their contracts so that they can move on to a company that will hold up their end of a contract. Quite plainly, Clearwire is stealing from me.