Chat Transcript
Hello Donald. Please wait while we find a CLEAR specialist to help you.
Your question is: send me a replacement device or give me the location of a place in NY where i can exchange it, please
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You have been connected to Helena James.
Helena James: Hi Donald! I'll be happy to help you with equipment exchange today!
Helena James: May I have the phone number associated with your account, please?
Donald: xxxxxxxxx
Helena James: Thank you. One moment please.
Helena James: There is a security question on the account: What is your mother's middle name please?
Donald: xxxxxx
Helena James: Thank you. Okay, I see your account is under hibernation, also, in order to exchange devices, you would have to purchase a new one.
Helena James: We do not do equipment buybacks.
Donald: sure
Helena James: I see there is an ispot device that is pending use on your account, did you recently get a new one?
Donald: The device malfunctioned and I am to replace it.
Donald: I would like to receive one as soon as possible
Helena James: I can try to find you a store location.
Helena James: What is your zip code please?
Donald: in NYC would be amazing.
Donald: sure
Donald: 10031
Helena James: Okay, for that zip code, we do not yet offer services so therefore no stores have been opened in that area.
Donald: hmmm
Donald: what's the nearest?
Helena James: There aren't any coming up. The closest we have to NYC is Rochester.
Helena James: And I would need a zip code to look that up.
Donald: i see
Donald: then i can just have it sent to my apt.
Donald: Pleas?
Helena James: You would have to purchase a whole new device for $99.
Helena James: I actually see in your notes.....
Helena James: There was one shipped on 9/30.
Donald: yes.
Donald: it was sent to a store in chicago
Donald: but the store didn't receive it before i left
Donald: and I was told I could have one sent to my home
Helena James: I see it was actually sent to 6910 Roosevelt Way NE, Seattle, WA
Helena James: That is the address we have.
Donald: what!!!!
Donald: the one this week was sent to seattle?
Helena James: That is the address we have.
Donald: i was talking face to face with the employee at 180 N. Michigan ave in Chicago.
Donald: he was talking to the phone rep
Donald: that's why it didn't arrive on time!
Donald: you sent it to the wrong address
Helena James: Do you have any way of retrieving it?
Donald: that may be tough
Helena James: I understand, otherwise we would have to mark that equipment as lost, and you would be charged for it again.
Helena James: I am trying to prevent that.
Donald: I didn't tell anyone to send it to that address
Donald: at no point did I say, send it to seattle
Helena James: That is the service address we have on file for you.
Helena James: That is why it was sent there.
Donald: I gave two addresses in Chicago, and was advised to have it sent to the store
Donald: i understand you had that address on file
Helena James: Your service address is the default.
Donald: but i did not confirm sending it to that address.
Helena James: I understand that, but this is all we can do at this point.
Donald: let me speak to your manager
Helena James: The delivery has been made.
Helena James: One moment.
Helena James: I have spoken with my manager in regards to this, unfortunately because your device was sent to the service address, and that is used as the default, that is where it was sent. Also, we do not have services available in NYC so you would not be able to use the device there.
Donald: i have been told by two other employees that the device would work in my zip code
Helena James: If you had a 4g+ device with 3g availability, then you could. But the Ispot device is 4g only.
Donald: you sent the device to the wrong address
Donald: i specifically said what address to send it to
Donald: not the default address
Helena James: I understand that, the service address is always the default the equipment is sent to.
Donald: i want to speak your manager directly,
Donald: not through you
Donald: I don't care if it's always sent to the moon
Donald: I was told it would be sent to the store
Donald: what part of that don't you understand?
Helena James: I will get my manager for you, but I am letting you know he will tell you the same thing I am. That is my only point.
Donald: so far no two employees have told me the same thing
Helena James: I understand where you are coming from Donald. I am telling you the information that I am getting directly from the manager, so therefore he will tell you the same thing.
Donald: put him on
Helena James: I am getting him now, one moment, I will need to transfer you.
Helena James: One more moment. please.
Helena James: Okay, I have a supervisor Ben for you, he will explain further.
Donald: Hi Ben
Ben Jammin has entered the session.
Helena James has left the session.
Ben Jammin: Hello Donald. My name is Ben and I'm the supervisor here in chat today. I understand you have some questions about your shipment, correct?
Donald: to put it lightly, yes
Donald: As I know the notes aren't being added to my account, because every rep tells me something different
Donald: I'll catch you up on the pertinent matters
Donald: I was traveling in Chicago
Donald: and needed coverage for 1 week
Donald: I was willing to pay the $25, and was told that the device would work in manhattan as well,
Donald: which is where I am now
Donald: Service started and it worked for 2.5 days
Donald: when the device failed
Donald: I was told that I could have another sent to me or exchange it a store in Rosemart, Il
Donald: but because I was busy with work, which was why I was in Chicago,
Donald: I wan't available to wait at the location I was staying all day to receive a package
Donald: nor could I travel the 2 hours to exchange it
Donald: I went to a chicago store and was told to have it shipped there and pick it up the next day
Ben Jammin: I do understand Donald. Just to clarify you were trying to use your iSpot in the New York City area, correct?
Donald: I spoke with a rep on the phone, was hung up on
Ben Jammin: I also understand your attempts at exchanging your equipment as well.
Donald: No, I was trying to use it in Chicago
Donald: and later in Manhattan, starting yesterday
Donald: I've been here
Ben Jammin: We do have active Clear coverage in Chicago however we have not launched our Clear service in New York yet.
Donald: The rep in Chicago spoke with the rep on the phone
Donald: in front of me
Donald: I was told it would be there the following day
Donald: it was not.
Donald: I was told to come the next day, by the rep in chicago
Donald: He told me that if it didn't arrive on time they would send me another in NY. When i went back before my flight the store was not open
Ben Jammin: One moment please Donald while I review the status of any equipment exchanges on your account.
Ben Jammin: Just one moment longer please Donald.
Ben Jammin: I do show that an exchange was done however the equipment was sent to the service address on your account. The reason this was done is that we send equipment to the service address where the service is said to be used to avoid any issues with users attempting to order service in non-coverage areas.
Donald: I was never told that
Ben Jammin: In this situation I see that there are notes stating that you wanted to have the equipment shipped to a specific location however it looks like when the store in Chicago called back to finalize the exchange, the agent they were speaking with was not provided that information.
Ben Jammin: I apologize for any inconvenience this may cause Donald however since we have shipped you a device, I can not resend another device to another location as this would be providing you with two devices for one service.
Donald: Really?
Donald: So far you provided me with no devices
Ben Jammin: You did say that you were in New York and wanting to use your iSpot there however there is no 4G coverage launched in that area yet so you would not be able to use that device.
Donald: ha!
Ben Jammin: I do show that the tracking number associated with the equipment exchange states that the package was delivered to your service address successfully.
Donald: ok. So you sent the package to somebody, even though I and ONE OF YOUR OWN REPRESENTATIVES told you to send it TO ONE OF YOUR OWN STORES!
Ben Jammin: We send the package to the location that you provided us to be where you were using the service.
Donald: It would seem sending it TO ONE OF YOUR OWN STORES would be more secure than sending it to a default address
Donald: 'Default' means in the event there is no other
Donald: default option: an option that is selected automatically unless an alternative is specified
Donald: according to princeton
Ben Jammin: Yes Donald however it looks as if when the store called to confirm the exchange that the information about wanting to be send to the local Chicago store was not provided to the agent who did the exchange.
Ben Jammin: Thank you for that clarification Donald.
Donald: that is no true
Donald: First,
Donald: if your rep in the store made the mistake
Donald: or if your rep on the phone made the mistake
Donald: they're both your reps!
Donald: It's not my fault
Donald: here's the name of the associate
Donald: Tina Georgopoulos
Donald: Your notes on the account
Donald: should clearly show the oversight was on behalf of Clear
Ben Jammin: I do apologize for the inconvenience Donald however even if the equipment was shipped to the store to ensure you had your device to bring to New York, you would not be able to use the device in New York as we have not yet finalized the launch of our Clear 4G service there.
Ben Jammin: Would you like to update your service address on your account to avoid any future shipment issues?
Donald: I've already updated my address
Donald: Ben, two things to add to this fiasco
Donald: 1.
Donald: I'm going to report this to the better business burea
Donald: bureau
Donald: 1.5 I'm going to contact the reps in chicago
Donald: 2. I'm posting this conversation on my blog
Donald: Is there anything you want to add?
Ben Jammin: I do apologize you feel this way Donald however we did ship the equipment to the address you have listed as your service address which would be the address where you utilize our service at.
Donald: The readers will be able to see that in above conversation
Donald: Is there anything else you would like to add
Donald: ?
Ben Jammin: Donald I apologize however since the device has already been delivered to your service address I can not resend you a new device as that would be providing you with two devices for one service. I would be more than happy to ship that device to any location you'd like if we had not already shipped one. If I was to do so that would be actually providing you three total devices if we include the original one you were having issues with.
Donald: I would be happy if I had in my possession 1 device that worked
Ben Jammin: If I was to ship you a new device, it would be a total of three pieces of equipment listed on your account as we have not received the original device back, and the second device was shipped to your address that you provided us as to your service usage location.
Ben Jammin: I do understand Donald and I apologize for any inconvenience this may cause you and the original issue with the defective equipment however, we have sent you a replacement device to the address you provided as your service usage location.
Ben Jammin: Even if I was to ship you a new device to New York today you would not be able to use that device in New York as there is not available coverage there to be utilized.
Donald: I understand it's not useful in NY, but I do see that in near future it would covered.
Donald: Currently, any device does me no good,
Donald: and in the future this broken device does me no good
Donald: but in the future, I'm not going to do business with Clear
Ben Jammin: I understand Donald however there is a brand new device that was delivered to the address you stated that you will be using the service at.
Donald: No, I did not state that address. I stated a Chicago address
Donald: Your reps should have updated the address on my account
Donald: If you have nothing new to say, I've got to go
Donald: 4 1 hour+ conversations with Clear is killing me
Ben Jammin: I show the billing address on your account to be listed in New York and the service address listed in Seattle Donald.
Donald: Oh, I know what you can do. You can end my service, permanently.
Donald: No more hibernation, no more pausing it or whatever you call it.
Ben Jammin: I do apologize Donald however any cancellation request is handled by our Account Services department.
Ben Jammin: They are available at 1-888-888-3113 option 4 M-F from 9am to 8pm.
Donald: great!
Donald: Have a good weekend.
Ben Jammin: Is there anything else I can assist you with today?
Donald: You're so ambitious.
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