Early Termination Fee Waved – User Submission by Katie H.
November 9th, 2009 | by Tim |Hello,
Please pass on the following to be posted on your website. This is a
good day! I was able to cancel my account without a cancellation fee
by reporting Clearwire to the Better Business Bureau.
BBB CASE#: 2222####
Complaint filed against:
Clearwire Corporate
Business Info
NAME:
Clearwire Corporate
BBB MEMBER:
NO
CONTACT:
Ms Diana Babin
ADDRESS:
N/A
,
PHONE:
425 216-7600
FAX:
425 216-7900
Website:
www.clearwire.com
(Less)
Complaint status:
Forward Business response to Consumer (More)
Activity
Date
Activity
Description
11/03/2009 Forward Business response to Consumer CLT.cf.rtf
11/03/2009 Receive Business Response
________________________________
November 2, 2009
Re: Katie SMith
Clearwire account #: 90####
BBB file number: 2222####
To Whom It May Concern:
This is in response to your letter received by our organization on
October 22, 2009, regarding Ms. Katie Smith. We would like to thank
you for the opportunity to respond to Ms. Smith’s concerns. We at
Clearwire do see customer satisfaction as our priority and therefore
regard every issue as critical and deserving of our immediate
attention.
Clearwire has reviewed Ms. Smith’s concerns and agrees to waive the
Early Termination Fee upon cancellation of her service. Clearwire
urges Ms. Smith to contact our Account Services department at
1-888-253-2794 in order to initiate the cancellation process and be
provided with a prepaid UPS shipping label for the equipment return.
Clearwire notes that account cancellations are not complete until all
leased equipment has been returned to our warehouse. Ms. Smith’s
account has been documented accordingly.
Clearwire offers no further credits or adjustments in this matter.
Clearwire deeply regrets any inconvenience this matter may have caused
Ms. Smith. If we may be of further assistance, you may reach us at
1-888-Clearwire. We are available Mon-Fri 8am-4pm Pacific Standard
Time.
Sincerely,
Diana Babin Corporate Escalations Analyst Clearwire, LLC.
________________________________
10/22/2009 Inform Business of the Complaint
10/22/2009 Send acknowledgement to Consumer
10/22/2009 Complaint Processed by BBB Operator
10/21/2009 Complaint Received by BBB
(Less)
Case Description:
The product Clear is advertising does not perform to the level they
claim. For 1-4 hours everyday the product does not perform at all. For
3-18 hours everyday the product performs at the bare minimum
acceptable level. If it is a “good day” I will get good product
performance for 2 hours maximum. I would like to discontinue the
service but upon calling customer support (multiple times), they
refuse to let me out of my contract without paying a cancellation fee.
They stated they would send a technician to my home to repair the
problem but never have (it has been 2 weeks). I’ve spent likely 20
hours on my cell phone with technical support to no avail. I am not
asking for them to compensate me for the 20 hours of personal time,
nor the 20 hours of cell phone minutes — all I am asking is that they
honor their word and let me out of paying every month for a product
that doesn’t work.
Category:
Product Issues
Case opened date:
10/22/2009
Case closed date:
Desired Resolution:
Allow me to return the modem and end my contract immediately and do
not charge me any fees to do so.
One Response to “Early Termination Fee Waved – User Submission by Katie H.”
By Eric on Nov 11, 2009 | Reply
Good going Katie! I had exactly the same problems and considered myself lucky to get half of the termination fee waived. Since that was less than the initial rebate I got to sign up, I accepted. But, like you, I will never get back the hours I wasted on the phone or the months I lived with sucky internet.
IMHO: The cell phone contract business model is a scam, especially if you don’t get something worth at least the value of the termination fee in return. I can see why the cell phone companies do it for a new account (cause they give you a phone), but now my carrier is trying to jack up my contract every time I want a different minute plan. WTF!