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Nobody really cares..........

Discussion in 'US Cellular' started by golfnut, Jan 10, 2012.

  1. golfnut

    golfnut Member
    Thread Starter

    Sep 21, 2011
    Us Cellular customer service is terrible.....and it starts from the top. I have had nothing but issues with my phones from dropping call, missed calls, not getting voicemail until a day later, network connections......I have been through 3 phones. I know that Motorola works well in my area, but they refuse to let me try it.....saying it costs $600.....BS. They don't pay that much for the phones....Isn't the customer always right?


  2. kmf

    kmf Well-Known Member

    Jul 28, 2010
    Northeast Iowa
    I would agree that "the customer should always be right." I see by an earlier post that you have a Mesmerize. I went from a Mes to the Moto Electrify, and I have been completely impressed. My wife uses the Mes with no issues. But, in reading the Mes posts, I see that current Mes owner are having some issues. Don't give up.

    I have nothing but good to say about USCC customer support. On New Year's day (while down in Arkansas) I called because our phones were not receiving a data signal. I ended up talking with a senior tech support person who checked into the issue (which was a local Arkansas carrier data issue), got the problem solved, and gave me a follow-up call the next day to see how things were going. This is the kind of service that I have received since 1998.
  3. Bloomy6

    Bloomy6 Well-Known Member

    Jan 9, 2011
    I agree with kmf. I have been with uscc for at least 12 years and can't think of one instance wherei felt like they haven't done their best to take care me. and, the customer isn't always right, but the person/ company should always do everything possible to make the customer think so.
  4. I've had USCC since I was 18 and got my first phone (a Kyocera Phantom, I think). I've had really good experience with their customer service, even when I was at fault for not understanding how data plans worked. It really isn't their issue that the specific handset you have isn't getting ideal reception, and they're not obligated to let you "try" a new phone. However, USCC does have a trial program, so you should have actually had a period when you could have returned your handset for a different model.

    Also, my experience is that the customer is almost always wrong. This has been my experience on both sides of the customer/service provider relationship.
  5. matt88si

    matt88si Well-Known Member

    Aug 24, 2011
    Illinois Department of Transportation
    Downers Grove, IL
    It is true, that the customer is never right. Presumably speaking from the retailer's point of view, they have specific rules and guidelines they have to follow like any other company in the world. You may think that USCC is not being as helpful to you as they could be, but only because the problem you experience is not in line with the steps needed to be taken by USCC employees.

    As far as handsets go, you are given 30 days from the purchase of a new phone to return it at no obligation should you be unhappy with it. 30 days, in my opinion, is more than enough time to figure out of the handset you purchased is right for you. Sure, there could be a future update on the 31st day of owning your phone that completely screws it up and makes you feel like you were just jipped out of your money. Sadly, USCC does not have control over how the updates affect each phone. They do, however, test each update before letting it go live just to make sure there are no bugs, but typically the bugs found in updates that were previously deemed safe and ready are caused by the user for not taking the precautionary steps needed to succesfully update their device.

    It is USCC's policy to help you in any way they can to get your device working at optimal efficiency. Should there be a problem that cannot be fixed remotely, they will help you in receiving a replacement phone via the manufacturer. By federal law, any company that sells a product that could have possible faulty hardware must offer a credit equal to the purchase price of the device that has been replaced a minimum of 3 (three) times according to the Lemon Law, which enables a consumer to receive aformentioned credit in exchange for the return of the faulty device. Afterwards, the credit can be applied to the a new or similar device, but they will require you to pay the difference of the retail price (i.e. you return the Mesmerize that you paid $100 for at the promotional price. You will be given a $100 credit towards a new phone at retail price. So if you want the Electrify, you will have to pay the difference of $500).

    As for the retail cost of the phones, USCC (or any retail company for that matter) does pay around that price for their devices to sell. The upcharge is simply for the company to make money and also covers the cost of overhead (employees, service, rental, etc.)

    When you way the good versus the bad, USCC always comes out as a top retailer.
  6. booboo12


    Nov 7, 2011
    BooBoo says, he loves ussc customer service.
  7. greg32572

    greg32572 New Member

    Oct 12, 2011
    I have had a bunch of problems with phones from them but they ALWAYS took care of me. I started with the mesmerize an then went to the Electrify and now finally i am into the Galaxy S2, once they replace a phone 3 times they generally upgrade you. I had slew of bad luck but they took care of me greatly

    You can ALWAYS get what you want if you are willing to fight long enough, hard enough and climb the ladder till you find someone who will help you. it takes a lot of patience but if you have the resolve you can get what you want done, I've stuck in there till I got the resolution I Wanted
  8. tritiumman

    tritiumman Well-Known Member

    Sep 27, 2010
    Health Physics
    Martinsburg, West Virginia
    If' the customer was always right. There would be no fortune 500 companies.
    Now that (according to the Supreme Court) Corporations are people... Look out!

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