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Insurance WTF??

USFHETT03

Jun 13, 2004, 12:31 AM
So I lost my i95cl, called insurance and set up for a replacement. When I got the phone, I was told that replacement would be $35, the same as Sprint when I worked for them. So I get my bill and bam $100 charge. So I look at Nextel's website and it is $35 for replacements, except for the i95, i730, and the NASCAR phones. What the hell is that about. I was never told, or I would have canceled my account because I still have my Sprint phone for free, $65 extra dollars because its a color phone is ridiculous. Any advice would be appreciated.
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nextel18

Jun 13, 2004, 1:20 AM
what is what about? your supposed to look at the nextel web site for the insurance and how much it costs. too be fair its your fault for not lookin how much the deducatable would cost.

next time you get a phone you should put insurance on from the house and for the car. so if you loose it you can use that insurance instead of the one that nextel has.. its your choice..

i hope you learned from your mistake .. ALWAYS LOOK AT NEXTEL'S WEB SITE FOR THE INFORMATION.

to be honest its life.. you pay for things. just pay for it and just move on.
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nextel18

Jun 13, 2004, 1:22 AM
it says on http://www.nextel.com/support/servicerepair/d irect_protect.shtml

Direct ProtectSM Insurance

Find a Service & Repair Center
Enter your ZIP code to get a map of Service & Repair Centers in your area.

ZIP Code:

Advanced Find

What is it
Insurance for your Nextel phone or RIM handheld in case of loss, theft, incidental damage or accidents

What it covers
Nextel phones

RIM handhelds

What it doesn't cover
Accessories

Limited Edition phones, such as the Bloomingdales, Phat Farm, Bobby Jones and NASCAR® models

How it works
Replaces phone or handheld with the same or comparable model. Replacement may be new or refurbished. For more information:
Call The Signal at 888-352-9182

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USFHETT03

Jun 13, 2004, 9:11 AM
I'm not talking about the policy, I saw it for myself on the website. I am talking about the responsibility of Nextel representatives to tell me upfront how much things cost. When I bought my phone, it was at a Nextel store, not one of those crappy resellers. I went to a real store because I know they are better at what they do. I was never told that because I was buying a i95, it would cost $100 to replace, I was told it was $36. Then when I was on the phone with the Signal rep., I was never told that it would be $100, nor was I given a choice that I could get another model and just pay the $36. If I would have known that, I would have just downgraded to the i90, or tried to get the i530. When I worked for Sprint for 2 years, ALL pho...
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nextel18

Jun 13, 2004, 10:33 AM
dont compare sprint to nextel.. they are 2 differnt companies..


retail stores just sell the phones they dont have to talk about what policy is this what policy is that. you have to also look for yourself. once you got that on your plan u could have gone online and look very quickly to see if it was 35 bucks or was it 100 bucks. and if it was 100 bucks you could have gotten rid of that insurance and then just file it on your house or on your car insurances.

your supposed to read the fine print. like i said retail stores doesnt have to say about any policies like that they mainly just sell the phones. i know this becuase my partners own authorized retail stores and i helped set one up with nextel and some contacts. we dont tell about ...
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phonepimp3376

Jun 15, 2004, 3:46 PM
Nextel18 -

You are a shining example of what customer service is not. Let's face facts, any decently trained rep is going to let a customer know about surprises like this one, if for no other reason than it reduces churn. People like you give the rest of us PROFESSIONALS a bad name. Customer service starts with "Hello" and, properly provided, never ends.
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nextel18

Jun 15, 2004, 7:34 PM
alrighty.
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tryptophanatic

Jun 28, 2004, 1:15 PM
wow, how can you be so blatantly dickish about this?
would you appreciate purchasing a brand new car and not being informed that the warranty was voided the moment you drove it off the lot simply because you didn't ask about it?
if you don't know anything about a product/service how can you expect people to know what questions to ask or what channels to go through to obtain the information?
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iden79

Jun 28, 2004, 1:50 PM
As a former Nextel Wireless Consultant I can tell you that Nextel Employees are not always aware of the Deductible required for a Insurance Replacement. Signal is known for changig the deductible on certain phones at different times. Wireless Consultants are not allowed to inform customers of deductibles due to the fact that they are no licensed to sell or administer Isurance Replacements.Don't blame the sales rep, blame Signal.
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MarkF

Jun 28, 2004, 7:17 PM
iden79 said:
As a former Nextel Wireless Consultant I can tell you that Nextel Employees are not always aware of the Deductible required for a Insurance Replacement. Signal is known for changig the deductible on certain phones at different times. Wireless Consultants are not allowed to inform customers of deductibles due to the fact that they are no licensed to sell or administer Isurance Replacements.Don't blame the sales rep, blame Signal.


Funny you say that as I made some modifications to my plan today (specifically the NSP and replacement options) and the NEXTEL rep clearly advised me, without a specific question, that the deductible would be $100 for either the i95 or i830 that are on my plan.
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muchdrama

Jun 28, 2004, 7:36 PM
MarkF said:
iden79 said:
As a former Nextel Wireless Consultant I can tell you that Nextel Employees are not always aware of the Deductible required for a Insurance Replacement. Signal is known for changig the deductible on certain phones at different times. Wireless Consultants are not allowed to inform customers of deductibles due to the fact that they are no licensed to sell or administer Isurance Replacements.Don't blame the sales rep, blame Signal.


Funny you say that as I made some modifications to my plan today (specifically the NSP and replacement options) and the NEXTEL rep clearly advised me, without a specific question, that the deductible would be $100 for either the i95 or
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muchdrama

Jun 28, 2004, 7:38 PM
muchdrama said:
MarkF said:
iden79 said:
As a former Nextel Wireless Consultant I can tell you that Nextel Employees are not always aware of the Deductible required for a Insurance Replacement. Signal is known for changig the deductible on certain phones at different times. Wireless Consultants are not allowed to inform customers of deductibles due to the fact that they are no licensed to sell or administer Isurance Replacements.Don't blame the sales rep, blame Signal.


Funny you say that as I made some modifications to my plan today (specifically the NSP and replacement options) and the NEXTEL rep clearly advised me, without a specific question, that the deductible
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iden79

Jun 29, 2004, 8:41 AM
They really have been getting better about it. After a while we came to find out nay high end phone would be $100.00, but in reality any District Manager will inform a Sales Rep not to release info on the Deductible since it is subject to change. In the 12 mths I worked for Nextel the I95 Deductible changed 4 times. I myself have 3 I95's and 2 I730\'s on my acct and just removed the Insurance from all 5 of my lines.
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USFHETT03

Jun 30, 2004, 12:08 AM
I think its ridiculous that there is not some sort of grandfathering of prices. Plans change and people get to keep their old plan. I have canceled my Nextel account now, their CS was horribe when it came to this. I was rather happy with Nextel, but this and how CS handled it really irritated me.
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southwestcomm

Jun 30, 2004, 12:12 AM
I think it is a unreasonable you would expect a phone to be replaced, at the original replacement cost, with the exact model that is longer offered. Suck it up and deal with reality - things change.
Rate plans can be grandfathered because they are nothing more than a rate plan code in the system.
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USFHETT03

Jun 30, 2004, 2:33 AM
southwestcomm said:
I think it is a unreasonable you would expect a phone to be replaced, at the original replacement cost, with the exact model that is longer offered. Suck it up and deal with reality - things change.


What the hell are you talking about? You think it is unreasonable for me to be told one thing, then have it changed months later when I need to use it? What if your mortgage payment went up and they gave you the excuse, things change. Or what if they changed your plan and gave the excuse, things change. Give me a break, congratulations on finding the worlds weakest arguement, you sound like nextel18
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iden79

Jun 30, 2004, 8:16 AM
In reality it is not Nextel changing the deductible prices it is Signal the insurance company. Not many people go w/ the Insurance option because their deductible is unreasonably high. Why pay $100.00 for a refurbished I730 when you can buy one brand new for $124.99 after rebate?
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USFHETT03

Jun 30, 2004, 2:34 PM
iden79 said:
In reality it is not Nextel changing the deductible prices it is Signal the insurance company. Not many people go w/ the Insurance option because their deductible is unreasonably high. Why pay $100.00 for a refurbished I730 when you can buy one brand new for $124.99 after rebate?


I agree, I wouldn't have gotten it if I knew it was $100. But Signal was just as unwilling to help me as Nextel CS. My whole point is that both Signal and Nextel CS were completely unwilling to even attempt to help me or give me an alternative to my problems that they caused, and that is why I canceled service.
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noke

Nov 11, 2004, 1:52 AM
Umm, first off, you won't pay a $100 deductible for a replacement i730, it was lowered to $35 at the beginning of July
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Vox Dei

Nov 12, 2004, 6:37 PM
I can't believe you call this CS. How can it be his responsiblity to check the information the rep gives him? If the rep says $36 then it should be $36. If the rep is not aloud to discuss that then the rep should say i'm not aloud to discuss that please call signal or go on this website or heres a pampthlet on the T&C of your insurance. If the Customer calls in to CS to dispute this charge the correct responce is NOT "Your such a dumbass for not looking online and accually trusting us". Frankly thats what i just got out of your post. The Signal rep should have told him how much the deductable is. anytime you charge a customer something you tell them how much it costs. What do you do for people with no internet? Tell them they are s...
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zorba

Nov 15, 2004, 6:36 AM
Face it, reps are not going to tell you things like; "you do realize that the insurance on this phone has a much higher deductible of $100" unless you ask about it, then they are obligated to tell you the truth or risk lying about it. Remember, "caveat emptor", let the buyer beware! YOU must be the one to get as much information as possible to make an informed decision. A guy I know sells health insurance, he never tells any prospective clients about a couple of very negative things about the policy. Why? because they would never buy it if he did! He does this even though there is a full disclosure law with regard to selling insurance policies, the same is not true of selling cellular phones & plans.
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NextelCareRep

Nov 16, 2004, 2:48 PM
I work for Nextel and you deductible should never be more than $100.00, we are supposed to tell you about the deductible before we transfer you too. 😎
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dviech

Jun 22, 2004, 12:05 AM
It was back in november i believe when nextel changed their deductables. I both sell and use nextel and it is unfortunate but there is no course of action due to the fact that all of nextel's service agreements state that things such as this can be changed at anytime without prior notice. The customer care rep you may have dealt with may or may not have known about the change, but if you purchased your phone before november of 2003 then at that time $36 was the deductable for the the i95.
Anyway, i understand form the business side of things why nextel has done this (due to too many people trying to scam the company for the higher end phones), but as a consumer it sucks. When selling plans i dont even push the insurance unless its for the ...
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USFHETT03

Jun 22, 2004, 1:19 AM
dviech said:
It was back in november i believe when nextel changed their deductables. I both sell and use nextel and it is unfortunate but there is no course of action due to the fact that all of nextel's service agreements state that things such as this can be changed at anytime without prior notice. The customer care rep you may have dealt with may or may not have known about the change, but if you purchased your phone before november of 2003 then at that time $36 was the deductable for the the i95.
Anyway, i understand form the business side of things why nextel has done this (due to too many people trying to scam the company for the higher end phones), but as a consumer it sucks. When selling plans i dont even push
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westsiiide

Jun 30, 2004, 2:13 PM
After reading all the threads regarding USFHETTO3, it's clear that some people, while perhaps meaning well, have missed his(assuming he's male) overall point. CS(customer service) is the backbone of any service-providing industry. I've been a customer of Nextel since 2001 and have had a few HEATED arguments with them. Most memorable being when I tried to get back money owed to me and got the SHAFT for well over 4 months! It was just ludicrous! Promises, promises, promises, day after day, week after week, month after month. Piss-poor CS!! Luckily I had kept all my paperwork in regards to Nextel (which they had conveniently "lost"). After firing off two formal letters to their HQ, I called to verify they had been receive by the people in...
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USFHETT03

Jun 30, 2004, 2:36 PM
westsiiide said:
"The customer is ALWAYS right".


Well after working for Sprint PCS for 2 years, I will say that quote is not true. But you should try and make the customer somewhat happy and at least attempt to make them happy.
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VZWCustServ

Jul 4, 2004, 8:46 PM
USFHETT03 said:
westsiiide said:
"The customer is ALWAYS right".


Well after working for Sprint PCS for 2 years, I will say that quote is not true. But you should try and make the customer somewhat happy and at least attempt to make them happy.


Woah woah woah...

hold up here...

Isn't the saying supposed to be "The customer is always OURS!"

Thats what we have on the posters here in The Dark Fortress of VZW...
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noke

Nov 11, 2004, 1:55 AM
As a claims rep for Signal, I can tell you with complete honesty that the reason that we charge the $100 on the higher-end phones, is because the laws in those states that the $100 deductible is charged require us to do so. If you have an issue with the $100 deductible, contact your lawmakers.
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Vox Dei

Nov 12, 2004, 5:09 PM
The law says you must take $100 from the customer? That sounds awfuly fishy. I've never heard of a law that tells you that you MUST charge a certan amount for your service.
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Vox Dei

Nov 12, 2004, 5:36 PM
I just looked it up. Why does only Signal seem to be bound by this law? I'm not quite sure how much this phone is worth but why is it only Signal required by law to charge $100 deductable. Lockline can give you insurance with an AWS for for a 6620 which is a 469.99 phone for 3.99/month and a $35 deductable in all states other than a few we don't offer service.
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