I chose the Sprint Palm because of the email features. The salesrep assured me it was EASY to set up email accounts and IF I had difficulty, I could bring the phone into the store for help.

On June 20, 2008, I set up my email accounts. I could receive emails; however, I could not send them. I worked to resolve this problem for 3 hours. Then, I went to Sprint Store for help. BAD IDEA!!

I arrived at the store at 5:30p.m., checked in with the receptionist who told me the wait time was 20 minutes. After 45 minutes, my name was called and I explained my problem. A ticket was written up for a technician to check the phone. I was informed this would take 10-15 minutes. At 7:10, after waiting for 110 minutes, I was informed they were going to issue me a new phone. At 7:30 (after waiting 2 HOURS), I asked for the return of my phone so I could leave. (I had an 8p.m. appointment.) I was informed it would only be a couple of minutes and they would issue my NEW PHONE. So, I waited. At 7:50 p.m., (after waiting 2 HOURS AND 20 MINUTES), a technician issued a NEW PHONE. I asked the technician to set up my emails. He set them up and to my chagrin, my NEW PHONE could receive but not send emails. The NEW PHONE was doing the same thing as the OLD PHONE.

It was 8:05 (2 HOURS AND 35 MINUTES since my arrival). I asked for my OLD PHONE and decided to call Customer Service later. I walked out the door – ONLY to find my OLD phone was deactivated. I went back and asked for it to be activated. After 2 HOURS AND 45 MINUTES I was on my way home with NONE working email accounts.

I had started setting up my email at 3p.m. and 6 hours later I was no closer to a solution than when I started. And, the Sprint Store erroneously told me I needed a new phone to resolve the problem after taking up 2 hours and 45 minutes of my time!

Since I had missed my 8p.m. appointment, I decided to call customer service. From 9p.m. to 2a.m., I was cut off 5 times and NOT one technician knew how to resolve the problem!!!!!! Sprint can sell phones; but, have no idea how to use the features on the phones they sell!! At 2am, I came up with the idea of using my sprint email as the outgoing mail server for all the accounts. It worked! I didn’t need a NEW PHONE. I just needed someone who knew something about email account setup – and, I guess I know more than any of the Sprint technicians – which, believe me, isn’t much.

It took 13 hours to resolve my problem. I missed a $150 class, was cut off by 5 technicians and resolved the problem myself.

I have t mobile and their customer service has always been very helpful when i called. There was a time when my husband and I combined our phone services (both t mobile) and we were double billed several months in a row, how ever each time it was fixed as soon as i called. :) and the reps always make a point about how long you've been with t mobile.... "thank you for being a valued t mobile customer since 2005" at the end of every call.

So much for TOM MAGUIRE being the new Customer Care Czar at Verizon. Spoke with him. He said he really doesn't handle cell phone inquiries, but would pass my problem on. Right!!!
Called him at corporate and will say I got through. 908-559-5631 or 908-559-5624. Spoke with him and his Exec-Asst Linda and will say they were quite cordial...just not effective.

I worked in a fault management call centre for the UK's leading landline provider - we were given a compensation limit ( over the normal compensation for the loss of service) that we could agree with the customer if it was clearly a fair case for more than just re-imbursement of what the customer would pay us for the period out of service. I also think it would free up management if advisor could deal with the issues without having to escalate to level 1 managers. The ethos as I understood it was ...no customers no job.

I've been with Verizon for too long. When I need service it IS MORE than clear that I'm no longer valued because I'm not a NEW customer. Once I committed to being their customer the honeymoon was over and I'm now a third rate citizen. They don't care when you walk in the door. If I'm standing in line at the counter, they take calls of customers who are calling in and I get pushed back to the line. They don't look at you. My request have always been fair and within reason. When they would not help me with my problem and I pushed back, I was belittled by the manager who treated me as a security risk. I have done customer service all my life. I know what it takes to serve a customer. Reasonable or not. Verizon is at the bottom of my list and am planning to change that when my contract expires in July. They really don't care if I exist until it's time to renew.

I think this shows how far ahead of the other mobile companies Verizon is. Even though they are consistently rated the best (in a bad group) they are still thinking outside the box.

It's not just billing issues either. They need to fix their Bluetooth and other feature locking policies. They almost lost me a couple weeks ago when I got a new phone and couldn't use some of its features.

I'm seriously thinking about dumping my land line and just using cable for high speed internet with majic jack. I'm getting sick of getting so much advertising from verizon and their customer no service from a foreign country

Let's hope this guy makes some noticable difference because most of the cell phone companies have pitiful cust service. They almost lost me over $10 a few months ago because they refused to remove some bogus 3rd party text msg service that I never signed up for from my bill. Those deals they make with those vendors need to end.

We live in a world where cust service is a close 2nd to price...when similar alternatives exist, cust service will win out. It's time for companies to take note. AT&T could use a serious lesson on this subject.