How my 1st Wind Mobile Bill was $300 - Rant
{moderately long rant - just a heads up}
I decided to embrace the competition that Wind Mobile was bringing to Canada. I switched over from Fido, paying the $200 Early Cancellation Fee, and went to Wind, where they offered a $150 credit to switch my number over. So that cancelled each other out almost, plus I still have my iPhone to sell.
I bought the Blackberry Bold 9700. I told the employee, who looked like he didn't know anything about cell phones (Probably just stole him from Blockbuster and didn't want to hire anyone else), I wanted a plan that had everything unlimited (texts, data, etc) and included all the extras (VM, CD, etc.). He told me everything would come up to $80 plus tax, which is what I was paying when I was with Fido. Paid for the phone, went home, and this is where it starts going downhill.
The 'n' button doesn't work. You have to press really hard to get it to work. I take it back and they give me a new unit. I make sure everything is OK in the store and it is. I go home to use my second unit where I notice a small white dot against a black wallpaper. What is it? A dead pixel. Long story short, I'm currently on my fourth Blackberry Bold 9700, due to hardware defects.
Now, if things couldn't get worse, here goes...
I get a call yesterday from a Wind Mobile CSR saying they're crediting my account for $16.xx due to an error on their part. I got really happy and thanked them for brightening up my day a little bit.
She then goes on to explain how my current bill is $300.xx. I almost got into an accident at this point (I was driving). I immediately told her to explain. My text messaging charges were $88 and my roaming charges were $144, plus the monthly plan.
I told her I had unlimited texts, and why would I pay $88 for a service that only costs $5 extra. She told me my plan doesn't have unlimited texts. I explained to her in the nicest way that I have the plan that has unlimited everything, as that's what I signed up for in the store. Long story short, she had to transfer me to someone who can see if they can reverse the charges.
This next CSR was really rude, and didn't want to even budge to help me out. I told them that this was in no way my fault, and the sales rep who signed me up was at fault. I told her instead of Wind Mobile spending money on XM satellite subscriptions (which was what they had when I was put on hold for 15 minute increments) they should hire and train competent employees. I guess she got offended by this and asked if there was anything else I needed. I told her I'm not getting off the phone until the charges are reversed, and I already have her information so she better not hang up on me. She transfers me to a supervisor, and until you think things can't get any worse, oh boy...
(So far this call has taken 45 minutes)
I get greeted by Solomon, who seems very nice and wants to help me out. Unfortunately, he can only reverse half of the SMS charges as a one time good faith gesture. I said this is unacceptable. For a company that only has 30,000 subscribers, you cannot afford to lose a customer, who will spread the word to friends and on websites like RFD, who has a HUGE following. He tells me that this isn't personal and it's just business. I complain for a good 5 minutes before giving him an ultimatum: he reverses all the charges, or I cancel - very easy. He puts me on hold again.
He comes back saying that it is my responsibility to check my bills, and this is the second bill I received. I told him I don't waste my time checking my phone bills - if it hovers around $80, then I know everything's right and I just pay it. He tells me that he has the option to reverse the charges, but he won't since it's not my first bill, it's my second bill. I become furious at this point. Now it's personally against me. I tell him I don't want to waste my time and speak to his superior. He says he doesn't have a superior. So apparently he's the CEO of Wind Mobile. HA. I tell him "If you don't reverse one of the charges, I'm going to cancel instantly, and spread the word to every single possible avenue on how bad of a service Wind Mobile is". He puts me on hold.
Finally, he budges and says they'll waive the $88 SMS charges. I tell them that's all I ever wanted, was that so difficult? I tell him to sarcastically have a great day and thanks for wasting an hour of my time.
What do you guys think? Who's at fault here?
I decided to embrace the competition that Wind Mobile was bringing to Canada. I switched over from Fido, paying the $200 Early Cancellation Fee, and went to Wind, where they offered a $150 credit to switch my number over. So that cancelled each other out almost, plus I still have my iPhone to sell.
I bought the Blackberry Bold 9700. I told the employee, who looked like he didn't know anything about cell phones (Probably just stole him from Blockbuster and didn't want to hire anyone else), I wanted a plan that had everything unlimited (texts, data, etc) and included all the extras (VM, CD, etc.). He told me everything would come up to $80 plus tax, which is what I was paying when I was with Fido. Paid for the phone, went home, and this is where it starts going downhill.
The 'n' button doesn't work. You have to press really hard to get it to work. I take it back and they give me a new unit. I make sure everything is OK in the store and it is. I go home to use my second unit where I notice a small white dot against a black wallpaper. What is it? A dead pixel. Long story short, I'm currently on my fourth Blackberry Bold 9700, due to hardware defects.
Now, if things couldn't get worse, here goes...
I get a call yesterday from a Wind Mobile CSR saying they're crediting my account for $16.xx due to an error on their part. I got really happy and thanked them for brightening up my day a little bit.
She then goes on to explain how my current bill is $300.xx. I almost got into an accident at this point (I was driving). I immediately told her to explain. My text messaging charges were $88 and my roaming charges were $144, plus the monthly plan.
I told her I had unlimited texts, and why would I pay $88 for a service that only costs $5 extra. She told me my plan doesn't have unlimited texts. I explained to her in the nicest way that I have the plan that has unlimited everything, as that's what I signed up for in the store. Long story short, she had to transfer me to someone who can see if they can reverse the charges.
This next CSR was really rude, and didn't want to even budge to help me out. I told them that this was in no way my fault, and the sales rep who signed me up was at fault. I told her instead of Wind Mobile spending money on XM satellite subscriptions (which was what they had when I was put on hold for 15 minute increments) they should hire and train competent employees. I guess she got offended by this and asked if there was anything else I needed. I told her I'm not getting off the phone until the charges are reversed, and I already have her information so she better not hang up on me. She transfers me to a supervisor, and until you think things can't get any worse, oh boy...
(So far this call has taken 45 minutes)
I get greeted by Solomon, who seems very nice and wants to help me out. Unfortunately, he can only reverse half of the SMS charges as a one time good faith gesture. I said this is unacceptable. For a company that only has 30,000 subscribers, you cannot afford to lose a customer, who will spread the word to friends and on websites like RFD, who has a HUGE following. He tells me that this isn't personal and it's just business. I complain for a good 5 minutes before giving him an ultimatum: he reverses all the charges, or I cancel - very easy. He puts me on hold again.
He comes back saying that it is my responsibility to check my bills, and this is the second bill I received. I told him I don't waste my time checking my phone bills - if it hovers around $80, then I know everything's right and I just pay it. He tells me that he has the option to reverse the charges, but he won't since it's not my first bill, it's my second bill. I become furious at this point. Now it's personally against me. I tell him I don't want to waste my time and speak to his superior. He says he doesn't have a superior. So apparently he's the CEO of Wind Mobile. HA. I tell him "If you don't reverse one of the charges, I'm going to cancel instantly, and spread the word to every single possible avenue on how bad of a service Wind Mobile is". He puts me on hold.
Finally, he budges and says they'll waive the $88 SMS charges. I tell them that's all I ever wanted, was that so difficult? I tell him to sarcastically have a great day and thanks for wasting an hour of my time.
What do you guys think? Who's at fault here?