I purchased my MIKE phone from Wireless Wave on October 6, 2000. At the
> same time, I also purchased a cell phone from Rogers AT&T for my wife.
>
> I indicated to Cheng (Wireless WAVE representative) the requirements I had
> as a user, explaining that I work in Bellingham as a Network Engineer and
> I
> require to call my wife (locally) as she is pregnant. I was told this
> would
> be no problem and he has set me up with two local phone numbers from
> Aldergrove. The entire experience with dealing with Wireless Wave was a
> pleasurable one, Cheng even closed the store late to finalize the deal
> with
> us!
>
> Once my phone was activated the next day, I tried calling my wife on her
> cell phone and I couldn't get through. I then proceeded and tried dialing
> long distance and it worked. After my conversation, I contacted Cheng
> from
> Wireless WAVE and indicated that I could not dial my wife locally, but it
> worked if I dialed long distance (with the 1-604). I was told that my
> wife's phone had a new extension and it was probably not in ClearNet's
> system. "This problem will be fixed within 48 hours"
>
> The following week, I contacted ClearNET regarding this problem through
> dialing 611 on my cell phone. To my surprise, this was the first they
> heard
> of the problem (October 13th). They told me they would have their
> technician's look into the problem and it would most likely be fixed
> within
> 24-48 hours.
>
> I waited patiently for another 2 days as I understand that technology
> sometimes experiences "aches & pains" and wrote this off as "c'est la
> vie!"
> I then contacted ClearNET for the 3rd time and was told the problem wasn't
> fixed yet and it would be another 24-48 hours.
>
> I then waited a week, I contacted ClearNET again, and this time I was told
> the problem was fixed and the ticket was closed! I was
> very frustrated from this - I explained to the ClearNET representative
> that
> the problem isn't fixed and I was still experiencing the same problem. I
> then asked why I wasn't contacted to tell me the problem should be fixed -
> please confirm this! This part doesn't make any sense to me
> whats-so-ever.
> In my business (technology) I ALWAYS need to confirm with the end user
> that
> the changes I made should have fixed the problem they were experiencing
> and
> it should be fixed BEFORE I close the ticket! I was then told it would be
> another 24-48 hours! (This occurrence happened on two other occasions)
>
> This sequence went on for about 1 month, where I would phone ClearNET
> every
> 2-3 days asking when the problem would be fixed! After about 1 month, the
> problem was apparently fixed (according to ClearNET); however, the problem
> got worse! I suddenly couldn't contact my wife even if I dialed long
> distance! I then contacted ClearNET again, explaining my new problem.
>
> It seemed like every time I called, I would have to explain my situation
> over again. This frustrated me very much. By this time, I also told the
> ClearNET representative that I would like to have a ClearNET supervisor
> contact me regarding these problems that I have been experiencing. I was
> told a supervisor would contact me within 24-48 hours. No call was EVER
> received. For another month, I continued to contact ClearNET and was
> continually told the same thing, the problem will be fixed within 24-48
> hours. In a few cases the operator was very rude and arrogant to me. By
> this point, I was extremely disappointed with the customer service, not
> only
> was the problem not getting fixed, it got worse, and the attitude from the
> representatives was unpleasant!!!
>
> I repeat, I STILL HAVE NOT HAD A PHONE CALL from a ClearNET
> SUPERVISOR!!!!!!! In one case, I asked the representative, to repeat to
> me
> what was typed in their log from my last call. He did repeat it - word
> for
> word, however, their was no mention of me asking to receive a call from
> the
> supervisor. I specifically remember asking Isabelle (the ClearNET rep.)
> to
> make sure a ClearNET supervisor would call - her response was "no
> problem"!
>
>
> To summarize this entire episode, the complete experience I have had
> dealing
> with ClearNET has been nothing but unpleasant. I would not recommend
> ClearNET to my worst enemy as this has caused me tremendous frustration,
> stress and a disruption not being able to call my pregnant wife on her
> cell
> phone.
If you feel you can help with getting my problem rectified, I would be
> very
> greatly appreciated as I have ran out of options to getting this problem
> fixed. Every time I attempt to get this problem fixed, I end up at a dead
> end!
>
> same time, I also purchased a cell phone from Rogers AT&T for my wife.
>
> I indicated to Cheng (Wireless WAVE representative) the requirements I had
> as a user, explaining that I work in Bellingham as a Network Engineer and
> I
> require to call my wife (locally) as she is pregnant. I was told this
> would
> be no problem and he has set me up with two local phone numbers from
> Aldergrove. The entire experience with dealing with Wireless Wave was a
> pleasurable one, Cheng even closed the store late to finalize the deal
> with
> us!
>
> Once my phone was activated the next day, I tried calling my wife on her
> cell phone and I couldn't get through. I then proceeded and tried dialing
> long distance and it worked. After my conversation, I contacted Cheng
> from
> Wireless WAVE and indicated that I could not dial my wife locally, but it
> worked if I dialed long distance (with the 1-604). I was told that my
> wife's phone had a new extension and it was probably not in ClearNet's
> system. "This problem will be fixed within 48 hours"
>
> The following week, I contacted ClearNET regarding this problem through
> dialing 611 on my cell phone. To my surprise, this was the first they
> heard
> of the problem (October 13th). They told me they would have their
> technician's look into the problem and it would most likely be fixed
> within
> 24-48 hours.
>
> I waited patiently for another 2 days as I understand that technology
> sometimes experiences "aches & pains" and wrote this off as "c'est la
> vie!"
> I then contacted ClearNET for the 3rd time and was told the problem wasn't
> fixed yet and it would be another 24-48 hours.
>
> I then waited a week, I contacted ClearNET again, and this time I was told
> the problem was fixed and the ticket was closed! I was
> very frustrated from this - I explained to the ClearNET representative
> that
> the problem isn't fixed and I was still experiencing the same problem. I
> then asked why I wasn't contacted to tell me the problem should be fixed -
> please confirm this! This part doesn't make any sense to me
> whats-so-ever.
> In my business (technology) I ALWAYS need to confirm with the end user
> that
> the changes I made should have fixed the problem they were experiencing
> and
> it should be fixed BEFORE I close the ticket! I was then told it would be
> another 24-48 hours! (This occurrence happened on two other occasions)
>
> This sequence went on for about 1 month, where I would phone ClearNET
> every
> 2-3 days asking when the problem would be fixed! After about 1 month, the
> problem was apparently fixed (according to ClearNET); however, the problem
> got worse! I suddenly couldn't contact my wife even if I dialed long
> distance! I then contacted ClearNET again, explaining my new problem.
>
> It seemed like every time I called, I would have to explain my situation
> over again. This frustrated me very much. By this time, I also told the
> ClearNET representative that I would like to have a ClearNET supervisor
> contact me regarding these problems that I have been experiencing. I was
> told a supervisor would contact me within 24-48 hours. No call was EVER
> received. For another month, I continued to contact ClearNET and was
> continually told the same thing, the problem will be fixed within 24-48
> hours. In a few cases the operator was very rude and arrogant to me. By
> this point, I was extremely disappointed with the customer service, not
> only
> was the problem not getting fixed, it got worse, and the attitude from the
> representatives was unpleasant!!!
>
> I repeat, I STILL HAVE NOT HAD A PHONE CALL from a ClearNET
> SUPERVISOR!!!!!!! In one case, I asked the representative, to repeat to
> me
> what was typed in their log from my last call. He did repeat it - word
> for
> word, however, their was no mention of me asking to receive a call from
> the
> supervisor. I specifically remember asking Isabelle (the ClearNET rep.)
> to
> make sure a ClearNET supervisor would call - her response was "no
> problem"!
>
>
> To summarize this entire episode, the complete experience I have had
> dealing
> with ClearNET has been nothing but unpleasant. I would not recommend
> ClearNET to my worst enemy as this has caused me tremendous frustration,
> stress and a disruption not being able to call my pregnant wife on her
> cell
> phone.
If you feel you can help with getting my problem rectified, I would be
> very
> greatly appreciated as I have ran out of options to getting this problem
> fixed. Every time I attempt to get this problem fixed, I end up at a dead
> end!
>
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