I received a letter in the mail for a promotion for a free blackberry in early October. I called as soon as I received it and they didn’t have any available, said they would write a “note” in my file, and that I should call back in a couple days because it was an extremely popular deal and a new shipment was coming in. A couple days later I called back and talked to a lady who said that they didn’t have the “exact” telephone that I wanted, but there were other blackberries available. I said I would take one of those but she talked me into waiting for the curve because she has one and it’s the best. Again said she would write a “note” in my file, because it was nearing the end of the promotion. She said that I would still be able to get the telephone for free, because of the “note”. By this time I was starting to get a little frustrated having spent a lot of time waiting on the telephone, going over data plans, and changing my phone plan only to be told that you don’t have any call back in a couple days. So I finally got time to stop by the small kiosk in town, but the staff there did not know what I was talking about. Tried to contact someone in customer service with you guys, and told me it’s over an hour wait try back some other time. Finally in November I got through to a guy on your telephone service who said they did have a curve available but it was blue, we went through all my telephone plan changes, and he said that I would need to wait between 4-8 weeks to receive my new phone in the mail.By this time the “deal” was over and he said that I would have to pay $ 99.00 for the telephone, and that there was nothing he could do. And that apparently there was no “notes” in my file. I took the deal, and waited very patiently I think, so yesterday January 2, 2009 I thought I would call to check on the status of my delivery. A guy answered and I asked him when my blackberry will be here, cause I’ve been waiting 2 months. He said that he would contact the shipping department and put me on hold, he came back 4 minutes later and said that it was really busy right now and the hold with the shipping department was about an hour long. But he said that he “knew” that my order was cancelled, I asked why? He told me he had no idea, but I was not charged for anything. At this point I’m extremely confused, so again he asked me so what kind of phone I wanted. When we got it all sorted, he asked me about data plans. He changed my phone plan, extended my contract for 3 years, and I still don’t even know what he did to my account. He never said how many text messages I get with my new value pack, what the final cost of my bill would be at the end of the month, how much internet I’m allowed to use after my 3 months free. Which I would also like to confirm with you, because I don’t even know if I believe that, will be plagued with an extremely large bill the first month in having the blackberry and have to telephone you guys again. Only to find out that he didn’t write a note in my file about the first 3 months free. He just told me that I will receive a mail in rebate with my telephone for 50$, so the final cost of the blackberry is $ 49.99. I honestly feel like I’ve been getting the go round with your company, and almost abused as a customer. I have had an account with you people for many years, and it has always been in good standing. I’m always polite on the telephone with your agents, and always feel like the person that I’m talking to has no idea about your services or products, nor what your plans include ect. Or they just hang up on me, while I’m on hold. On this issue I have spent many hours in your system Que, being extremely patient, but after a night of thinking the entire issue over I have to say that I’m very disappointed in the service that I have been provided. I’m angry that I have to pay for the telephone when it was supposed to be a promotion, and I called within the time frame 3 times, and went to a kiosk just to be told to try back some other time. I can’t even cancel my account now because I will have to pay the cancellation fee, plus some kind of plan cancellation fee as well the agent was telling me.
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