Clear had me where they wanted me. My follow-up call regarding having my device being replaced was turned down first by a corporate pawn then by the more articulate and equally disempowered supervisor. (It seems that corporations are privy to customers' request to speak with a supervisor, a consumer's hope of speaking with someone who has some authority to do something about anything, rather than just describing corporate policy.) Now, even the supervisors are worthless.
My confusion of why I would be told one thing by an employee then the contradiction by another, the latter seeing the details recorded on my file, baffled me. Where was the line between authority and blatant dishonesty? Aren't records kept supposed to create a continuity through these corporate cogs?
I made it a point threatened each employee with a better business bureau complaint. The employees were stoic.
Hanging up, I manifested my threat and made the complaint.
I wasn't even sure and still am not sure of how the BBB works, but here
is a transcription of clear's reply to my complaint:
June 15, 2011
Re: Mr. Donald Daedalus
Clear Wireless Account #: 1735238
BBB file number: 22293043
To Whom It May Concern:
This is in response to your letter received by our organization on June 2, 2011 regarding Mr. Donald Daedalus. We would like to thank you for the opportunity to respond to Mr. Daedalus' concerns. We at Clear Wireless see customer satisfaction as our priority and therefore regard every issue as critical and deserving of our immediate attention.
According to his recent filing, Mr. Donald Daedalus has expressed his dissatisfaction with not getting his equipment exchanged when it became faulty. In addition, he asks for a refund of the purchase price of the device, which he stated was $100. He also asked for a month's service fee in refund, another $25, since he was unable to use his service the final month before he canceled because of the problems with his equipment. Clear Wireless has completed its review of Mr. Daedalus' account documentation and offers the following information for your consideration.
Mr. Daedalus signed up for Clear Wireless Internet Service on August 5, 2010, using a low cost Wi-Fi mobile device designed for use only with Apple Corporation's handheld 'I' devices, i.e.: the iPad, the iPhone and iTouch. The service required purchase of the iSpot mobile hotspot and was for a month-to-month, no contract account.
The device had a special offer at the time Mr. Daedalus purchased it so on August 5, 2010, he had only paid $29 for it, which was well below the suggested retail price of $99.00. Clear Wireless respectfully declines Mr. Daedalus' request for a $100 refund for his equipment because it was more than he had paid.
Unfortunately after Mr. Daedalus reported that his unit started having mechanical difficulties on March 28, 2011, representatives told him that they were unable to replace it. The product is now obsolete and Clear Wireless was no longer selling new units. Our inventory of units for exchange has since been replenished, although at the time of his original call, we were out of inventory. That is why Mr. Daedalus had run into difficulty into getting a replacement.
The comparable product the Clearspot 4g was offered as a replacement, but the product was on back-order at the time so it wasn't available either. Mr. Daedalus elected to hibernate (voluntarily suspend) his account for a month to give us time to get him a new device.
When Mr. Daedalus called back on May 26, 2011, the previous offer of a free upgrade to the comparable product was not upheld by Clear Wireless representatives. Clear Wireless regrets that the problems Mr. Daedalus was having were not better handled by our support representatives.
In addition, Clear Wireless appreciates the time Mr. Daedalus took to bring the matter to our attention. Clear Wireless will notify support of the change in availability of iSpot units so that our Technical Support representatives will give customers the correct information.
When Mr. Daedalus called back regarding these issues on May 27, 2011, a Clear Wireless representative again offered a free upgrade to the comparable product, the Clearspot 4g, which by then was again available. The device, in addition, would not have been limited to use only by Apple Corporation's mobile 'I' devices. Despite the improvement in features this product would have given Mr. Daedalus, he declined and insisted on canceling his account.
Out of consideration for all of the problems Mr. Daedalus had, Clear Wireless would like to grant Mr. Daedalus' request of a refund of all fees paid since his unit stopped working on March 28, 2011, which totaled $26.69. This is the right thing to do since, as Mr. Daedalus stated in his filing, he did not have use of our service during that time. In addition Clear Wireless offers to refund the original purchase price of $29 for the iSpot, for a total refund of $55.69.
However it was noted on May 27, 2011, that Mr. Daedalus had canceled the credit card that had been on file with his account. We cannot refund fees paid to a card that is not active so unfortunately Clear Wireless cannot process the refund at this time.
Clear Wireless urges Mr. Daedalus to contact Customer Care at our toll-free number of 1-888-888-3113 to confirm whether the credit card on file is still associated with an active account. If the original card used for payment was associated with an account that is active, whether or not that card itself still is, the refund can be processed immediately. His account will be noted with the refund offered so any Clear Wireless representative can process the charge reversal. If the bank account itself has been cancelled, representatives can alternately submit a request to issue a check. However, checks take far longer to process, up to 30 business days.
Clear Wireless regrets any inconvenience this issue may have caused Mr. Daedalus. If we may be of further assistance, you may reach us at 1-888-888-3113. We are available seven days a week from 9am to 10pm.
Sincerely,
Cindy Houghton
Corporate Escalations Specialist
Clear Wireless, LLC
******
In a sense, I feel I won. My frustrating journey into the world of corporate telecoms concluded with an apology from the leviathan. Certainly, Clear made some key plays that shortened my lifespan and made me increasingly disgruntled, but in the end, I took them at the bottom line: $.
Now, if only there was an alternative telecommunist that didn't exacerbate customers through their customer "service."
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