Cingular and SunCom suck
Published December 16, 2005 by Robbie Allen
I don’t normally do this, but recently I had a customer service experience so bad that it warrants a little public outcry. If anything, maybe someone searching on cingular sucks or suncom sucks in the future will see this entry near the top of the list.
My wife and I had been loyal AT&T Wireless/Cingular customers for the last 4 years since we’ve been living in North Carolina. The reception was decent and the customer service was hit or miss, but overall we couldn’t complain too much (the bar was low considering how bad cell phone companies suck in general). Then came the SunCom/Cingular deal this past summer. SunCom was going to take over Cingular’s customers in North Carolina and Cingular was going to take over SunCom’s customers in Virginia. The result was a qualified disaster. SunCom lost over 60,000 customers and had over 250 complaints with the NC Attorney General because of outages and poor service.
It all started on a Thursday in late July. My wife’s phone stopped picking up a signal. After a few hours of this, I called Cingular. They told me that the SunCom/Cingular switchover was going to happen over the weekend and that I should have received two letters informing us of this. We never received a single letter about it. It didn’t matter anyway because we were without service on Thursday, so the weekend hadn’t even started.
Four days later and after numerous calls to Cingular and SunCom, we finally picked up a signal again.
Unfortunately, this was only the beginning of our problems. Here is a list of the issues we were to experience over the next 5 months:
- Caller ID didn’t work on the phone. The phone would just show “Incoming call”.
- When we called someone from the phone, our Caller ID info was incorrect (so people often wouldn’t pick up our call).
- People would tell us that they left us a vmail, but we never received it.
- We stopped receiving vmail notification on the cell phone, which we found out the hard way.
- Reception went from bearable to very poor. Many times we’d have to call someone back in the hope of reducing the static.
To top it off, we’d call SunCom to tell them about the problems and they’d blame it on Cingular. Then we’d call Cingular and guess what? They’d blame it on SunCom. They were pointing fingers at each other and neither would address our problems. We logged several cases that went unresolved. When we powered on the phone it would show as being connected to SunCom, but our bill always said Cingular.
In October, we decided something had to change. Fortunately our contract was about to run up so we wouldn’t have to worry about some ridiculous early termination fee. The only reason we considered staying with Cingular/SunCom is the package we had through my employer was really good. She called both companies to give them one last chance to resolve things. SunCom said they couldn’t do anything and that it was a Cingular problem. She called Cingular and told them that unless the cases are resolved within a month that she was going to terminate her contract and not pay the last bill. They told her they understood and would work to resolve her problems.
We gave them two months, but in early December nothing had been resolved. We decided to switch to Sprint. Got a new phone and new service. Reception was great. Caller ID actually worked. Vmail notification actually worked. My wife called Cingular and told them to discontinue the service and that she wouldn’t be paying the final bill as indicated before.
A couple of weeks ago we received a “final bill” from them. I called them this time to let them know the story and tell them we settled all this in December. What followed was truly the worst customer service experience I’ve ever had, which is saying a lot between all the bad customer service experiences I’ve had with cable companies, home builders, and home owners associations.
I called Cingular and a guy took my call. He didn’t sound very enthusiastic and kept saying “sir” in a condescending way that people forced to say the word typically use. I told him the short version of the above story. His first question was “You received service for the last month, correct?” At this point I got an inclination that this wasn’t going to go as smoothly as my wife’s previous call. I told him that my wife had terminated the contract the previous month, told the rep we wouldn’t be paying the bill, and the rep indicated to her that the matter was taken care of. This guy repeated: “You received service.” We went back and forth for a few minutes and eventually I gave him the long story. I asked, “So if we receive horrible service, experienced all the problems we did, and logged cases that went unresolved, are we still suppose to be charged in full?” Even the cable company has given me credit in the past when I informed them of a prolonged outage or spotty service. He replied, “Well sir, you used 358 minutes so you used the service.” Considering we typically use closer to 900 minutes a month, 358 is an indication that we tried to avoid using the phone. So I retorted, “But caller ID didn’t work, we didn’t receive vmail, and the reception was bad.” He then told me that caller ID was programmed on the phone and that it wasn’t their problem. I told him we didn’t change anything and all of a sudden it stopped working (in both directions) and somehow that was our fault? Same thing with vmail notification. He told me that those services are “courtesy” only and not something they actually bill for. They only charge for access to the network. Once you are on the network, it is out of their hands. “Wow,” I said. Caller ID and vmail notification is part of the cost of doing business in the cell phone business so they can’t just say the quality of those services don’t matter because they aren’t directly billing for them. I started to get a little hot at this point. I told him that I wanted him to repeat what he just said because I was going to write it down. This is when the call took a very negative turn.
The rep’s voice stiffened up and said, “Sir, are you recording this?”. I came back with: “What if I am?” I told him that, “When I first called, the automated voice said that the conversation may be recorded.” So I was going to do the same. He said, “Do not record this.” I said that they didn’t give me the choice to not be recorded when I first got on. He said, “If you record this without my consent we can press charges.” In a split second I thought: did this guy just threaten me? I know this customer support lackey didn’t just threaten to get the authorities involved. I asked him if he knew how bad this sounded. They are so embarrassed of how poorly they are treating us that they’d go so far to threaten us to not repeat it. I told him that it was obvious that he wasn’t going to assist me with the matter, so I was going to the Attorney General and get in line with the rest of the unhappy customers. He shot back with, “I hope you aren’t recor”…click. I had heard enough of this guy so I hung up.
What is so sad about this whole matter is that the rep even told me that he knew about North Carolina customers having problems over the last few months due to the SunCom deal. He blamed it all on SunCom and said they started the migration too early. Cingular wasn’t ready he said. So he knew that my service was bad, knew we had logged several cases that went unresolved, and still had no issue with charging us in full and even threaten me if I dare to publicly question what they told me.
As someone looking to start my own business, it amazes me that a company would treat customers like this.
UPDATE (3/25/2006): The NC Attorney General contacted Cingular who then contacted me. The Cingular guy (Mark Kendle) said that according to their records I made only 4 calls to customer support in the last year (which was obviously not true) and he can’t imagine one of their customer support reps threatening me. After going back and forth for a bit, I asked if he was going to do anything about my complaint and he said no. In the end, this guy from the Office of the President for Cingular was just as condescending and useless as the other Cingular people I spoke to. The Attorney General sent a copy of the letter that Cingular sent them. It mentions the “4 calls” I made to their customer support and the “unsubstantiated” accusation that someone threatened me. The request for reimbursement for my final bill was denied and they consider the matter now closed. What a joke.
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I feel your pain…
http://lacox.blogspot.com/2006/04/woe-to-suncom.html
I am a Suncom employee.
I agree with you that the transition between Cingular and Suncom wasn’t smooth. The fact is that ATT&T was the true cause. They pulled out too soon, they made promises to both Cingular and Suncom, to assist them with the transition. Suncom was originally a sister company of ATT&T and thusly our logo was on the bills all along, when ATT&T closed up shop, they simply removed their logo and left ours. This cause incredible issues in billing, most people thought they paid the final bill to ATT&T when actually the final charges were transfered to Suncom without any explanation from ATT&T.
As for the poor signal and service coverage, that again was ATT&T. We had to purchase their towers and some of the towers needed extreme servicing and not all of them were in full working order. Since Suncom and Cingular were the only two companies that we liscensed to use those towers, you were “bouncing” from tower to tower. Is this your fault, no. If only ATT&T hadn’t pulled our so fast and given us time to correct these issues, there wouldnt have been any service issues. It was the equivalent of a home owner selling a home with tons of repairs needed and not mentioning them in the closing, which they are required to do by the full disclosure law. Bottom line the transition sucked and ATT&T was truely to blame.
I for one apologize for your experience.
My last comment is only about you informing the rep that you may be recording the call. I urge you not to do so in the future. I have to mention that you are given a choice as to whether or not you wish to be recorded. When you stay on the line you are giving consent to being recorded, let it be said that this recording is only to grade the rep on the call, not be used as evidence against you, unless you threaten violence which is extremely rare. Some people have made bomb threats, that is a felony. When you call the center, you are warned of this from the start, the rep on the other is not warned by you; that is illegal and you may be breaking laws in your state. It is prosecutable, if it is found to be true. If you wish to record the call you are obligated, same as us, to inform the rep that you are, before any other statement is made between the two of you. That way the rep can decide as to whether or not he wishes to be recorded. We are trained to say we don’t give consent and to advise the customer to either stop the recording or the call will be disconnected.
Bottom line, you have no right to unknowingly record any individual, it is a felony.
I understand you frustration and you have every right to be upset. I wish you the best.
Thanks for your comment Suncom employee. Regarding the issue of recording the call, I don’t ever recall being given the option of whether or not the call would be recorded. I believe the standard line is: This call may be recorded for training purposes. You aren’t given an option to record or not.
Second, I never said I unknowingly recorded someone. All I said was that I wanted him to repeat what he said about caller id and the other services not being part of what I paid for and that if I had crappy service they felt no obligration to reimburse. That way when I blogged about it I could reproduce it word for word. This has NOTHING to do with me trying to record someone for subversive reasons and has EVERYTHING to do with that particular customer service rep trying to cover his butt.
I appreciate a Suncom employee attempting to explain the whole debacle to some very unhappy customers. You would be the first one. The very first. At least to me during my 20+ customer service calls and visits to Suncom stores.
The At&t towers may have been old and in disrepair, but they worked just fine when I was using them before the transition. Maybe I misunderstood what you were getting at there.
Also, I was never charged more than $50 for my At&t plan. It covered everything. It was fantastic. I never paid for roaming, never had to worry about overages, etc. Suncom was frequently charging me $80-$100 a month becuase their sucky towers had me roaming ALL THE TIME.
Caller ID never worked for me, just like you, Robbie Allen. I agree. Something should be done. My letters to the Attorney General were also ignored.
I never received a letter or a notice to opt out. My contract is up at the beginning of next month and I could not be happier.
Let’s be honest, even if it was all At&t’s fault, there is no excuse for the way that Suncom treats their customers. I realize customer service is a horrible job. I’ve done it, I’m in food service now. People with problems are difficult beasts to deal with. However, I have never been spoken to the way that Suncom employees have spoken to me. They have lied, they have insulted me, and they can’t all be bad people. This means they are being trained by a bad company. A bad company that is committed to kicking around former At&t customers until they submit and sign a new strictly Suncom contract. Do not try and tell me different, the secret’s out, Cingular is doing it outside of North & South Carolina.
Thank god I am getting away from such an awful company. Too bad I live in a state that allows it to treat its citizens the way Suncom does.
I realize this topic may be a bit old already, but I just happened across it after reading about many similar problems with customer service. Hopefully you’re still checking these comments once in a while.
I just have a couple of things to say, spurred by the comment left by the Suncom employee:
-I feel he was a little too hasty with his legal pronouncement concerning recording calls. I do realize that you did not, in fact, record the call - all you did was ask the rep to repeat so you could write it down and basically it got him spooked. However, I’m quite certain that in the U.S. such laws vary from state to state, such that it may very well be perfectly legal to record a phonecall with only one party consent; the one party being you of course. In that case you may record and you do NOT have to inform the other party nor gain their consent. Usually calls between states are governed by Federal law, which I believe is also one party consent. Of course it is always wise to check the laws of your state to be sure. I’m in Canada, and we have one party consent across the country as far as I know.
-Even if permission is required by both parties in your state, the recorded announcement you hear when you call, something like “This call MAY be recorded…etc.” can and has been interpreted as giving YOU or anyone else on the line permission to record, since the word used is ‘may’(permissive) which by definition means ‘the right to use discretion’.
Just something to think about in case of future customer service problems.
July 7, 2006
Just thought I would share because this is on topic: My phone and my coworkers Suncom phones are down. I went to a retail location and there where lines of people wanting to know why there phones aren’t working. None of the staff knew. “The whole network is down. It’s everybody’s phones. Call customer care.” was their only explaination. I can’t call. My phone gets stuck in “dailing…” Infuriating. -Disgruntled SunCom Customer
Just a note from a Charter Communications employee who happens to take interest in such laws as recording etc.
In the state of North Carolina as well as MOST states, recording a conversation is perfectly legal so long as AT LEAST one party in the comversation is privy to the recording.
Publishing said recording on the otherhand DOES require consent, however it is completely submissible as evidence.
On the Cingular end, I was offered a sizable discount (12%) and was tempted to break my verizon wireless contract to go over (My professional discount working in telecommunications was 8% there) the packages looked better (especially in reguards to data) and it was the only one I could get a blue tooth enabled phone for less than $50 (hell two for free!)
I did this in early feb and received the phones at the end of the second week in Feb (2006) one was DOA… took 3 hours of working with them to get them activated… apparently they are COMPLETELY incompetitent and if they have any excuse to not resolve your problem (sorry you got it from the website, call X… Sorry, X can’t help you, your a commercial customer, call Y, Yes I’m a supervisor, but I can’t help you… please hold… CLICK)
yeah… let’s just say 2 returns and 3 weeks later no go… so all of it got returned and THEY STILL tried to bill me (despite the fact that I made 0 calls and only one phone was even activated.)
After letting my wife rip them a new one they credited it and noted it but said they couldn’t cancel my account because they had not received the phones yet… but I wasn’t going to be charged.
Month later… ANOTHER bill… this time with a LATE FEE… so we ripped them another new on over the phone (each call averaging 3 hours of hold time) when we finally got someone to acknowlege that yes they did get three pieces of equipment back from me, but didn’t know what they where…
Uh… you sent me only three pieces of equipment… 2 dead phones and one working one… all three are sent back…
So finally they cleared everything out and then begged to start over… to which I told them at an average of 4 hours a call for the smallest shit… AIN’T NO WAY IN HELL.
Cingular Sucks with or without a Suncom transfer AT&T… well never liked them anyway, but I do believe it’s ILLEGAL for them to blame the third party (I know when we had issues with Sprint backbone internet lines feeding our internet connection we were threatened with LAWSUITS because our phone support was telling people “it’s sprint’s lines into us causing the problem”
Truth or not… it’s generally not a good idea to try to bash any other company… if they are your customer, YOU ARE RESPONISBLE for them.
I spent my entire weekend trying to figure out why I cannot place an international call to a phone number in Trinidad. Long story short, I spoke with nearly 10 customer svc. reps and technicians and still I have no answer. On top of that, I was hung up on twice when supposedly being “transferred” to another person (only to have to call back and re-tell my whole story to someone else b/c you never reach the same representative twice.) I have ALWAYS experienced terrible customer service from Suncom. ALWAYS. If I am not able to place my call, I should be able to end my contract without penalty, since I am unable to use a service that they supposedly provide. Please believe that I have not been rude to any of the reps, I am just frustrated with the service that I have had since I signed with SunCom. Today was the last straw for me. To update you on what has happened:
1. I am trying to place a call and text a number that has no problem calling/texting me.
2. I get an error message that says his number has been disconnected (which it has not.)
3. At least 2 of the approximate 10 reps that I have spoken to have been able to reach this number on both land lines and their personal cellular phones. Of course, none of them documented this, so others try it when I tell them. My poor friend in Trinidad has no clue what’s going on b/c I can’t call or text him.
4. I was told by one rep that this number was on a restricted call list. Three others have confirmed that it is not. This particular rep was one of the people who was able to reach this number w/o a problem. When I asked about this, he told me that “reps sometimes have special privileges when it comes to restrictions to certain countries.” I can’t see SunCom overriding the government restrictions! No other rep. understood what he meant either.
I will spare you the rest of the details, but do believe that there is more that I could say. All of that to say, IS ANYONE UP FOR A LAWSUIT. I’ve reached wits end with SunCom? Please email sueSunCom@yahoo.com.
I live in NC. Was with AT&T for a few years and was switched to Suncom with no contract in Oct. 2004. Because of poor service and no service from my home, I switched to another carrier in July of this year. I received a bill for a $300.00 early term. fee. $175.00/phone. When I called to inquire, the “manager” I spoke to was ruid and angry. He said that the contract was a verbal one and I was liable for the termination fee. The fee is not for the contract, it is for each phone? I am confused and angry. E3
the very same thing happed to us and we were stuck with a final bill of 355.00 which service had not worked for 3 months and so I went to another service and have great service now. I told them they could take it to the bank if they thought I was ever going to pay them something I never owed in the beginning. so now its on my credit report and I finally have had it removed . they are a total screw up in all aspects. never use their service.. thanks
I have been a suncom customer for quite a while and have never had any problems with my service even through the switch. I recieved communications from the company and never had a bit of problem with my service. However I do have to rag on Cingular, because they flat out lied to my face. When I first got my suncom service I lived in a place where I had perfect service and then I moved out in the country a bit and so the service was very poor, which I was expecting. I knew I would not be their long so I was looking for a pay by the month phone that I could use until I moved again. Cingular was the only one who guaranteed that I would have service. The guy even told me that he had been out the road I lived on earlier that day and had no problems. I wasn’t sure how true this was so I made sure to ask if I could get a full refund if I had to bring the phone back. They had a sign that had certain rules and restrictions and I made them clarify them to me. They told me for sure if I brought the phone back within ten days that I would get a full refund. When I got home I did not even get enough service so that I could call and activate the phone. I brought the phone back the next day and they told me that they could not give me the activation fee back. I NEVER ACTIVATED IT. I called customer service and they talked to the person working and of coarse they took their side and so I was out almost $50 for having that phone for one night.
I just got off the phone with a suncom rep after receiving another “statement” from suncom in the mail. The reason I say statement is because it says in big black letters, “THIS IS NOT AN INVOICE - DO NOT PAY”. The reason it says that is because I have my account setup to autodraft my payment. So, this statement has a late payment charge on it and the total price is for two months of service. I call customer service to find out what credit card they have on file for me. They can’t verify the numbers but they can tell me the expiration date. From the expiration date, I determined that they had the correct card number and I knew the card was good because I use it about 5 times a week. I asked them why my bill wasn’t being paid by that card. They told me that they didn’t know why but I would have to contact my bank about it. I pressed on and asked what was the problem with the transaction, did my bank deny it? If so what was their reason? She couldn’t tell me that, she just kept saying that I would have to contact my bank. I pressed on and asked where the transaction record was, saying that I didn’t get a notice from my bank that they denied a transaction. She continued to tell me to take it up with the bank, so, I switched gears and said I would like to pay the bill now. I gave her the same card info that they had on file and they processed the payment. I asked her how they could process the payment now if there was a problem with my bank. She couldn’t answer that and after a few seconds she told me to wait on hold. I waited and she came back and said that they do have a problem with their autopay system and they apologized.
I’ve had nothing but trouble with suncom after they took over my phone service from at&t. I got sucked into their service when I bought a new phone and I had to go into their store to get my phone activated. It’s ridiculous that I even had to go into the store but I bought a new phone which broke after a year and they would not replace it. So the only way I could get a phone was to pay full price. They wouldn’t even let me sign another contract to get a price break. I was forced to buy a phone at full price. The guy at the store offered a private phone seller to me and pulled out a xerox sheet with directions to this guys house. They were giving business away because of their horrible customer service. I’ve got 10 more months with the worst company I’ve ever had to deal with!
Hey,
Glad I read this, I doubt I’ll go to SunCom now. I’ve yet to read very much positive about them. This was the straw that demolished the camel as well as his back, then told him it was AT&T’s fault.
AllTel actually seems good, I just joined them, but going to have to get out because I’m roaming at home. I do live way out in the middle of nowhere, although their coverage map claims I’m completely inside their service area. They let you change your plan month to month without extending your contract, for now at least. I’m disappointed that I probably won’t be able to use them. Might go with Sprint, I’ve heard everyone I’ve asked say good things about them.
My nephew is receiving numerous text messages at 5 cents each, suncom says we will be charged whether they are opened or not. This seems unlawful.I was told by a suncom employee that tech support could tell me how to disable and they say it can not be done.Wonder what can be done about this. I hate suncom.
So here it is 14 months later, and my wife has gotten a Collection Notice from cingular after this whole debaccle.
She was told she could cancel the service for free since things got so bad.
Now Cingular (which hasn’t sent squat in 14 months) has a collection agency after us.
I am extremely pissed off.
Cingular’s Pay As You Go Plan – The HUGE rip off
Opinions are worth about a cent and everyone has one. This one is mine. For those of you with less than perfect credit who are considering this option, you are in for a bad ride.
1) There is no such thing as anonymous call rejection (at least on a Motorola C139). That is, there is effectively no EASY way to block calls from callers who hide their number.
2) You will be charged airtime from the second you press the send button. For instance, if your rate is 10 cents per minute and you call someone, let it ring six times and then hang up, you will be charged 10 cents for this call, regardless of the fact you never spoke to anyone or their voicemail. (Unless you are calling another Cingular customer [in which case it’s free], and you will most likely find only a small handful of your friends are Cingular customers – if they are smart anyways)
3) If you ever want to ask a question to Cingular online, you will need your ‘passcode’. If you have forgotten it, they will not email it to you. They will ask you for your cell number so they can text message it to you. Now if you had really wanted to use your phone for this task in the first place, wouldn’t you have called customer service to begin with? Sort of defeats the purpose of online customer service now doesn’t it.
4) Dropped calls? YOU BET. I live 2 miles from downtown Charlotte, NC. I live in a 1 story home made of wood, not lead walls. I get 2 bars max. MANY times the call fades in and out if it is not dropped all together. There’s a dirty little secret that isn’t so much of a secret; just that the salesman will not go out of his way to tell you – the prepaid service phone use only certain towers, not all of them. Now let’s figure this out: you will be paying 10 or 25 cents per minute depending on the plan. You pay FAR more than regular cell customers pay – and yet, you get fewer features, and less reliable service.
5) When you run out of minutes in the middle of a call, there is no courtesy message that interrupts to say you have x number of minutes left; the call will simply terminate without warning. Before you place the call depending on the balance at the time it may tell you your balance is getting low but that is the only message you will get. I find this very rude.
6) If someone tries to call you after you run out of minutes and before you refill, they will not get your voice mail. They will get a message saying the number is unreachable. This is just rude plain and simple!
7) Cingular has decided to be ‘innovative’ for lack of a better word. Remember when you used to just call 611, enter your refill card or receipt number and be done? NOT ANY MORE. The new ‘user friendly’ voice system is slow, imperfect, and aggravating. Mark my words, you’ll find yourself screaming at a recorded voice the 3rd time you try to say “Pay As You Go Card” and you hear “I’m sorry; I still didn’t get that”.
Nothing good has come of this service. The Motorola itself is fine except that it will only work with Cingular, so when my minutes run out this time I am going to take great satisfaction in taking it outside, placing it on a block, shattering it with a hammer, collecting all the little fragments and burning them in my fireplace, and then flushing the ash down the commode – a cell phone bonfire if you will. This phone was supposed to simplify my life. Ahhhhhhhhhhhhhhhhhhhhh it has not. If you ever feel compelled to use this plan, get into your bed and pull the covers over your head until the urge passes.
Despite all this, amazingly this is not the worst of the worst. They are beat by one company – SunCom. Beware of this as well. They have a very tempting alternative to the PayAsYouGO rip off for those whose credit or income doesn’t quite allow for a normal cell phone. SunCom has a plan under which you still PrePay but you are billed $59.99 in advance each month. You get unlimited calling – so in almost every way it is like having a normal cell service. The salesman told me I could cancel anytime because it was month to month – no contract. The fact that I had to sign my name on a document SHOULD have tipped me off that I was signing a contract. Anyways, I moved to a rural area a few months later where there was no service at all. Finally I just tossed the phone since it was monthly. AH-HA! I was charged a $200 early termination fee because I did not call SunCom to let them know I didn’t wish to use it anymore. There is a moral here. A salesman may very well tell you what he must to complete the sale. Even though it may take a LONG time to read the extremely small and confusing information (usually located on the back of whatever you sign) READ IT! If you don’t understand it, take it to someone really smart and have them look at it and then go back the next day if you have to.
I wish I could give you good news, but I can tell you the 2 plans to STAY AWAY FROM!!!
Kindly,
Chris
Suncom does suck! I don’t know what happened to them… a few years ago they were great, never any problems, but for the past year……they have been horrible!
The service is a touch and go thing….. texting is lost if the provider is experiencing a “busy day”…not delayed….LOST in space!
And the customer service…..what a joke! After you have to answer a life history quiz….. then they start asking the dumb dumb questions. And if I have ONE more tech as me if I’ve turned my phone off for 10 min. today, I’ll surely puke! WE know what the problem is!!!!!!! It’s NOT the location, NOT the phone, NOT the sim card…….it’s the crappy service!!!!
Also… I’m not normally a “nasty” person…however, the reps there can really get my blood boiling! Very rude and have major attitude, which can rub off….lol….just got off the phone with them a few min. ago~ can ya tell!?!?!?!
Suncom may have a good rate…and allow you to be a few days late on pymnt., but trust me…. you’re much better off spending a few extra dollars and going with another company! Otherwise, you’re “great plan”….the UNplan…well trust me, it’s true to word…and it should be renamed the UNservice plan!
Need reliable service? Do your homework and steer clear of Suncom!
SINCERELY,
SOON TO BE X SUNCOM USER
I went to SunCom on Folly Road, James Island, SC 29412 to get a new phone. My old contract had expired and I was still using my old out dated phone. I wanted a new one.
I was very clear with the sales associate that I travel River Road on Johns Island SC, 29455 several times per day (about a 15 mile stretch of road between James/Johns Island and Kiawah Island SC. It is VERY IMPORTANT that I have service in this specific area. I mentioned this because I have had problems in the past with my old phone and service with SunCom.
They assured me the problem was with my old phone and the simm card. A new phone with an updated simm card would be able to take advantage of the new cell towers in the area.
I agreed to a 2 year contract.
I do not get service on River Road with the new phone and simm card. I returned to the place of purchase and spoke with the person who sold me the phone. We together contacted engineering and determined that River Rd does have areas of no coverage.
This is my business phone which is why it is so critical.
My friend has since gone into that same store and asked the same sales rep if they would get service on River Rd between Maybank Hwy and Betsy Kerrison Parkway and was told there is not problem. They know for a fact that there is no service around most of River Rd on Johns Island, SC. We talked with the Suncom Enginering Department directly about this and they confirmed no service areas on River Rd.
I will be charged the $200.00 fee to cancel my contract.
Any help would be appreciated.