Kudos to Cingular

I've had issues with my Motorola SLVR L7 since I got in last July. The reception at my home was terrible, so terrible that I could not use it at home. To compound the issue, the phone stopped holding a charge about a week ago. I bought a new battery and charged it yesterday, but it turns out that the battery was fine; the phone was malfunctioning. It'll show a full battery for about 3 hours and then go dead.

The biggest problem I faced was that I had signed a 2-year contract with Cingular in order to get the SLVR. I'd already had them for about 3 years with no problems, so I didn't mind signing an extended servie agreement. However, after 8 months of not being able to use the phone in my home, and with the recent charging issue, I'd had enough with the phone.

I called customer support and was transferred to the warranty division. They said they'd send a new L7 to me, and then I would have to send mine back. They said that, upon them receiving my phone, they'd check it out to ensure no damage had caused the charging issue. If they determined that I had broken the phone, then I would be charged $210. I agreed, reluctantly.

However, a couple minutes after hanging up, I realized two things: 1. Even with a new L7, I'd still be unable to use the phone in my house, and 2. They could very well determine that I'd broken the phone, and I'd really have no recourse against that as there would be no independant third source to review the issue.

I immediately called back and spoke with a customer service rep about cancelling the service altogether. I knew this would result in a big charge (early termination), but I really really need a functioning phone, and what I had wasn't cutting it even in the slightest sense. The customer service rep asked why, and I related my story to her.

She was great! She apologized profusely and put me on hold. After a minute or so, she told me that although I was not yet eligible for an upgrade, she'd given me on anyways. She asked if I wanted a free phone or to spend money on a fancy one, and of course I opted for the free one. She said that once I get my free phone (LG CG225), I'd have 30 days to test it out to see if the reception worked in my house. In the case that it didn't, I could pay for another phone (at a greatly reduced price) or cancel my contract for half the termination fee ($87 with a year and a half left on a two-year contract).

Now, I didn't walk away from the experience scott free, but she really went out of her way to make me happy. I get a free phone, and if that doesn't work, I can try as many as I like for no charge (she waived all the shipping and upgrade fees), or simply terminate the contract for a mere $87.

Granted, she did all this because I called to cancel, but it makes me feel good as a consumer to know that this company wants my business bad enough to bend over backward and do the right thing; the thing that will make me a satified customer. I'm really not that hard to please, and it's nice to find a company willing to do the small amount of work required to make me happy.

Just thought I'd pass along a good business experience.

 

wow thats pretty generous of cingular. I'm on cingular too, and their warranty exchange department isn't really stuck up though. I sent in a beat-up Samsung phone with no antenna and nicks and dents everywhere,and they have yet to charge me. They even upgraded the aging flip model to a new slider-model because the old one was out-dated. I love cingular personally. Their service is the best and the reception is also. Before you get your phone, I suggest you get your SLVR exchanged, so you would have another new phone .

 

Cingular is pretty good, glad they are getting iPhone

 

I have a Cingular Blackjack. Love it, except for the way it runs through batteries ( one every 7 hours). Thoughtfully , Cingular gives you two of them when you buy the phone.

 

When Cingular took over AT&T, both the phone service and customer service took a major dump for a year! They are idiots! They screw up the bill just about every month and I have to have them adjust it back.

 

Same deal. I love the blackjack, but the battery is just terrible. Mine hasnt gotten THAT bad yet (7 hours) but if I charge it over night, its dead by the time I go to bed the next night with medium use. If im constantly on the phone, its probably about 7 or 8 hours.

I have always found cingular to be extremely helpful though. I had sever issues with my Razr when I had it, and ended up going through three, the one I bought, and two free replacements from cingular. Like your situation, I had all the fee's waived. Their pretty good.

 

I agree Cingular phone service and customer service is the worst in Southern Cal. My plan included m2m but they were charging me until I discovered it months later. I have had Sprint, Verizon, and Nextel, I will change back to one of these when my contract is over.

 

Cingular sucks!!!....i had them for a few years and my bills kept getting screwed up, almost every month, customer service sucked, I switched to T-Mobile and I haven't looked back, my only complaint is the coverage....I get poor reception at home, but the phone still work 95% of the time..........right now I'm considering either Sprint or Verizon because I have to get a Treo for work, anyone have any recommendations??