Initial NexTel Experience
My NexTel Experience, and note that this is all on a corporate account. And so it begins…
Friday 4/23 - My boss activates his Blackberry and in the process takes his Motorola i95 off the phone number. He gives me the phone for me to activate for myself.
Monday 4/26 - I call to activate the i95 and am told the phone had been put into the “negative file” by mistake. The rep gives me number to call to get it removed from “negative file”. I am then told this is common with the group that activated the Blackberry. So I call the number to put in request to get phone pulled from “negative file” and am told it will take 2 or 3 days.
Wednesday 4/28 - I call to check on status of removal from “negative file” and was (rudely?) told that it’d only been a day and that now it’d be Friday or maybe Monday before the removal from the “negative file” was completed and someone would call me.
Monday 5/3 - I call to check on status of removal from “negative file” and am told that the phone is out of the “negative file” and that I could go ahead and call in the activation. So I call and go through complete order process including providing the information to port over my number from Cingluar. When complete (an hour) I’m told to wait 4 hours and check the phone and it should be active. I checked at 10PM (concluded order at 4PM) and nothing. I decide to wait until next morning to check again.
Tuesday 5/4 - The phone still not activated at lunchtime so I call and get bounced to 4 different departments because I was not provided with an order number Monday. Finally find out there is something wrong with the order and it did not go into the system correctly due to computer problems and they cannot revise or edit the order. I’m instructed to call and AGAIN place my order. So I call and start to place activation order, again. During the process I receive another incoming call from the “negative file” people to tell me the phone has now been taken out of the negative file! I asked this person about who I spoke with on Monday and they said that person was mistaken, the phone was still in the “negative file” on Monday but now I could safely activate the phone. So I switch back to the rep doing the activation and we start through the activation order again and several minutes into the new order am told the phone is in the “negative file”! I Told her what had just transpired with the guy from the “negative file” department calling to tell me it was out of the “negative file” and she continued with the order figuring the computer would be updated by the time my order was done. The order is concluded including the info to port my number (again). This takes another hour on the phone. Phone order concluded at 1PM and I’m told it’ll be active in about 4 hours. The phone still not activated at 5PM. Try again at 9PM. Nope.
It has now taken 3 hours on the phone over 7 business days to attempt to activate an existing phone on an existing corporate account. If the phone isn’t working by Wednesday I figure I’ll keep paying the bill myself and renew my Cingluar contract.
Wednesday 5/5 - I check phone in morning starting at 10:30AM. At 1:40P still not active so call support. This time I have an order number. The person there says there is an “activation error” and again gets my esn, sn, etc. After 10 minute of “checking” I’m told the phone is STILL IN THE NEGATIVE FILE! The support person now trys to get someone from to find out why this is happening. I’m then told the phone taken from “negative file” at 11:08AM on 5/4 and it takes an additional 24-48 hours after being removed from the “negative file” before the phone can be activated. I’m instructed to call back in 24 hours and go through the activation process AGAIN. This has taken 40minutes.
Unstatisifed with the “wait another 24 hours and try again” I call the Corporate offices to complain and follow phone tree to an operator and ask for someone to complain to. When I get a human she listens then starts me through the activation order process again (is this the 4th time? I’ve lost count!). I “express my concern” and go along with the 3rd activation order attempt. Again list out all the ens and sn numbers and the whole 9 yards.
25 minutes into the call the phone is activated but the order to port my Cingular number has been lost. So we redo the number port order. Total on this call for 36minutes…
For those who’ve not been keeping track it has taken 7 days and 4 hours on the phone just to activate an additional phone on an existing corporate account.
Unbelievable.