Nosy Customer Service Reps
US Cellular has been a nightmare. Attempted to cancel my contract early without the fee because of a contract change and the following, but was rejected. How do they prosper with such bad service? In January 2007, a family emergency required us to spend several weeks in a part of the country that would normally incur roaming charges. This was unanticipated at the time we signed our most recent contract with USCC, and it was a one-time event, not an ongoing need. As USCC's roaming charges of $.69/minute seem excessive, and impractical for anything more than occasional use, we called and asked if there was some sort of package to allow us to buy (and even prepay) roaming minutes at a lower cost. We were told that it was impossible, since...
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As for the rep asking you "personal and irrelevant questions" I am sure she was just trying to help figure out how long you will be gone.
As for you canceling due to a "contract change", not sure what you are talking about here. There has been no change in your terms that would allow you to get out without a ETF.
And the roaming is a normal cost. Its printed on your map rate sheet. If your choose was to stay with a local plan, then you choose to pay the roaming. You could have changed to a different rate, but you did not. Own up, pay your bill.
As for you canceling due to a "contract change", not sure what you are talking about here. There has been no change in your terms that would allow you to get out without a ETF.
And the roaming is a normal cost. Its printed on your map rate sheet. If your choose was to stay with a local plan, then you choose to pay the roaming. You could have changed to a different rate, but you did not. Own up, pay your bill.
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i agree 100%. If i buy a car under contract and then decide the gas prices are too high later I can't blame the dealer. I have to live up to my contract. After all I signed it. Why do people feel just because they are cell phn contracts they mean nothing? Yes, USCC along with everyother carrier is in the business to make money. If you cant respect that go back to your land line.
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Which contract change are you talking about? There hasn't been a significant contract change to offer a Non-ETF charge? How can you judge U.S. Cellular's customer service standards based on one person? It is printed in your terms and conditions page of the contract that EVERY customer gets. If you are out of the network and using the majority (51%) of your calls outside the network they will automatically cancel you (although in my 2 years here I've never seen it occur faster than 6 months)
Your claim is that you would be willing to pay alittle more a month for a set number of Roaming minutes, and then you complain that we want to put you on a new national plan that will essentially give you all of your minutes as roaming. So why don't...
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Your claim is that you would be willing to pay alittle more a month for a set number of Roaming minutes, and then you complain that we want to put you on a new national plan that will essentially give you all of your minutes as roaming. So why don't...
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I am so retarded I think. I mean ok you have a emergency. But your emergency does not make it US Celluar's emergency nor does it make them able to change their policies or plans or pricing for you. I am sorry for whatever you went through but millions of people a day go through family emergencies.
With that said I have a national carrier or plan for that reason. I don't' travel out of the state hardly but when I do I have no worries. If I didn't have family in other states I would care less. So my advise is either deal with the roaming or get a plan in case it happens!
With that said I have a national carrier or plan for that reason. I don't' travel out of the state hardly but when I do I have no worries. If I didn't have family in other states I would care less. So my advise is either deal with the roaming or get a plan in case it happens!
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I think by "old plan" she means one before the changes last July/August. You know, 39.99/month for 1000 minutes and $15 sharetalks.
With the new plans national and wide area are the same price, you just get fewer anytime minutes on national.
To the original writer of this:
There really honestly isn't any way to "add" roaming minutes to an old old plan. Even if you just re-signed your contract a few months ago, you may still be on an older plan that what we offer now. The new plans offer roaming minutes even on the wide area plans.
So it may mean a higher montly bill, but it's the only way to avoid the .69 a minute roaming charges.
Sorry ☹️
With the new plans national and wide area are the same price, you just get fewer anytime minutes on national.
To the original writer of this:
There really honestly isn't any way to "add" roaming minutes to an old old plan. Even if you just re-signed your contract a few months ago, you may still be on an older plan that what we offer now. The new plans offer roaming minutes even on the wide area plans.
So it may mean a higher montly bill, but it's the only way to avoid the .69 a minute roaming charges.
Sorry ☹️
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I got an awful customer service rep the other day also. This guy started asking all these questions that weren't even relevant to my question about getting a new phone... 😡
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Ya, just the other day I called in and got a really awful customer service rep. Was all in my face with questions, and could not even understand math...oh wait...is this the Verizon Forum???? 🤣
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I thought that Verizon cust. serv. reps just lied to your face and renewed your contracts without telling you. Eh.... could be wrong?
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It don't matter which carrier you are using, they all have bad reps.
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You try sitting in a cubicle for 8 hours a day listening to people b*tching all day and see how pleasant you are.
The reps at U.S. Cellular are 50 times better than any other carrier.
I had a 13 month run it with a collections agent from verizon cause I moved and move-relocate was supposed to get me outta my contract and forgot, low and behold 5 months later I get a call from a collections company saying I owe verizon over 1 grand. So I call verizon and of course there are no notes about me being let out of my contract, so begins the 8 month struggle to the point that finally after about 50 emails, 25 faxes and countless calls to cust. service they finnally let me outta my contract, telling me to never come back to Verizon. (Needles...
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The reps at U.S. Cellular are 50 times better than any other carrier.
I had a 13 month run it with a collections agent from verizon cause I moved and move-relocate was supposed to get me outta my contract and forgot, low and behold 5 months later I get a call from a collections company saying I owe verizon over 1 grand. So I call verizon and of course there are no notes about me being let out of my contract, so begins the 8 month struggle to the point that finally after about 50 emails, 25 faxes and countless calls to cust. service they finnally let me outta my contract, telling me to never come back to Verizon. (Needles...
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You are a consumer. Read your terms and agreement, and take care of yourself. Nobody in life is going to hold your hand. It's unfortunate that your having a family emergency, but we all do at some point. National plans cost more, so bite the bullet and get the new plan or pay the roaming.
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Clearly most of the people responding on this posting work for U.S. Cellular (sorry). Their knee jerk, defensive reactions to this situation are quite funny to read. Stop defending your company when they are clearly just a mediocre at bes regional carrier. Being in the business for as many years as I have has taught me a few things. One of which is that certain circumstances require delicate handling as well as a bit of empathy. (I hope I'm not over any of your heads on this, I know I'm using some big words here). Every situation is different and in many cases terms and conditions need to be set aside and the customer needs to be taken care of.
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I agree, but seriously, there is no way to add on roaming minutes to a plan unless it was one of the newer Wide Area Plans, and if it was the rep would have obviously offered that. Since the rep did not, it obviously possible.
Yes, the customer needs to be taken care of. But sometimes there is nothing you can do that won't cost someone more money.
Yes, the customer needs to be taken care of. But sometimes there is nothing you can do that won't cost someone more money.
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I don't work for them and don't think they did anything wrong. Your emergency doesn't make it theirs. Nor does it make them make plans up for you. You know what plan your on and what is included so don't be surprised! I don't get what the whole point of this bitching is!
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Shucks, man why you have to use big words like "circumstances" and "require". How'm I posed to know what your saying.....
Seriously though, there are certain circumstances that require special attention, yes, but companies can't give in to every customer who doesn't pay attention to their plan and the details of the contract.
This customer sounds like someone who isn't used to not getting their way. I have seen my manager's bend over backwards for people in delicate situations, but I have also seen them stand their ground when people come in every week because "something" is wrong with their bill.
Pay it, get over it
Seriously though, there are certain circumstances that require special attention, yes, but companies can't give in to every customer who doesn't pay attention to their plan and the details of the contract.
This customer sounds like someone who isn't used to not getting their way. I have seen my manager's bend over backwards for people in delicate situations, but I have also seen them stand their ground when people come in every week because "something" is wrong with their bill.
Pay it, get over it
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Yes, you are probably on an obsolete plans since USCC changed there plans almost a YEAR ago to be more competitive and give you BETTER deals. Maybe you are on a plan the is better priced, but apparently it doesn't have the features or flexibilty you need, SO WHAT'S THE POINT OF PAYING A GOOD PRICE IF YOU CAN'T USE IT??
As for the customer service rep, she probably wasn't trying ot be insensitive, she was probably trying to find out details so she could see how she could best accomodate you needs.
And there is no breach of contract here. Your contract locks you into a term of time, not certain features. You have the flexibilty to change it at any time as long as you remain a customer.
I am trying to be objective because I know eve...
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As for the customer service rep, she probably wasn't trying ot be insensitive, she was probably trying to find out details so she could see how she could best accomodate you needs.
And there is no breach of contract here. Your contract locks you into a term of time, not certain features. You have the flexibilty to change it at any time as long as you remain a customer.
I am trying to be objective because I know eve...
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Gemini said:...
Yes, you are probably on an obsolete plans since USCC changed there plans almost a YEAR ago to be more competitive and give you BETTER deals. Maybe you are on a plan the is better priced, but apparently it doesn't have the features or flexibilty you need, SO WHAT'S THE POINT OF PAYING A GOOD PRICE IF YOU CAN'T USE IT??
As for the customer service rep, she probably wasn't trying ot be insensitive, she was probably trying to find out details so she could see how she could best accomodate you needs.
And there is no breach of contract here. Your contract locks you into a term of time, not certain features. You have the flexibilty to change it at any time as long as you remain a customer.
I am trying t
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you also forgot to add the our terms and conditions state that we can change anything we want as long as we write you within thrity days of the change also there is a reason U.S. Cellular has the lowest churn rate in the industry. We actually set the standard, other companies try to strive to be uscc, our stock is higher then any other wireless carrier. So if you don't like the service, pay the etf fee and try the other carriers..........I'm sure you'll be switching back in less then a week
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rain413 said:
I'm sure you'll be switching back in less then a week
Or once you get your first bill and the screw you in the butt.
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What change did you experience in your contract again? Pricing on features can be changed per your service agreement, and although we can within 30-days of notice change your price plan, that is highly unlikely to happen.
The system does not physically allow us to add roaming minutes to a retired price plan. It's just not possible. It's kind of like, when new technology comes out, with cool attachments, those attachments aren't compatible with the older version. Does that help make more sense?
And the CS rep should have definitely done a better job of displaying empathy, and although I'm sure she was just trying to help there should be a line somewhere.
I'm sorry that you were going through a hard time, but at the same time there ha...
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The system does not physically allow us to add roaming minutes to a retired price plan. It's just not possible. It's kind of like, when new technology comes out, with cool attachments, those attachments aren't compatible with the older version. Does that help make more sense?
And the CS rep should have definitely done a better job of displaying empathy, and although I'm sure she was just trying to help there should be a line somewhere.
I'm sorry that you were going through a hard time, but at the same time there ha...
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