I have been with clear for several months now, and so far I feel the service is satisfactory strictly due to the fact that coverage is not available in many of the areas I work in as an IT consultant. My initial hopes / thoughts are that as Clear's popularity grows, so will their Wimax range.

Prior to my investment in Clear's services and products, I did quiet a bit of research before finally speaking to one of the local Clear reps regarding the pricing etc.


Without going into details, I was offered the 2 year contract with free equipment (+ equipment lease fees) or to purchase the equipment outright (2 wireless adapters) for $100.00 +

I chose the latter for my company due to the restrictions imposed by simply being in a contract, especially considering the minimal/ lack of any financial gains on our end for the 2 year agreement.

Running a successful IT Consulting company, I also inquired about the reseller program to see if Clear's services could benefit my clients and, in turn, benefit my company.


I received my summarized contract in my email stating that I was indeed signed up for a 2 year contract (mind you no paperwork baring my signature was on ANY contracts). I contacted the rep whom I originally dealt with and explained to him the situation. I was relieved when he said he would straighten things out immediately.


A few months later I had additional questions regarding my account at which point I also decided to check on my service agreement. Clear's Rep #1 said I would be forwarded to someone in their billing or accounting after my questions and concerns were addressed.


When I spoke to Clear Rep #2 in the accounting/billing department, I was taken back by his rudeness and aggressive tone; "How do you want to pay THE activation fee to switch over to a month to month plan?". I was taken back by his lack of concern of my issue as well as confused regarding the activation fees that were never mentioned to me when I initially signed up.


I explained to him the situation of which I originally signed on with Clear, and he insisted that I pay the activation fee. I asked him to speak to a manager since he was unable to adequately address my concerns and problems. He said no manager was available and pushed for a call back within 48-72 hours by one of his supervisors. He continued to advise me of what he thinks I should do, to which I replied that I do not need/seek his advice, I need to speak to a manager who can resolve the issue at hand. After some time, of what seemed to me like pulling teeth, I was able to speak to a manger.


Minutes used on this phone call alone: approximately 30 minutes Item in dispute: $35.00


After speaking to one of the managers, I was finally given the courtesy to speak and explain my situation without any disruptions. The absence of interruptions was greatly appreciated, however the end result was that he needed to speak to the original rep to verify the misinformation of the activation fees [never being mentioned].


My total phone conversation is now approaching well over 45 minutes. Amount disputing: $35.00


He finally insisted that he was doing me a favor by allowing me to switch over to a month to month plan, when clearly I was beyond your companies policy to change my service agreement. I explained to him that had the original salesperson did not inform me of Any activation fee and had the activation fee been stated, I would have never signed up, saving myself the cost of the Wimax cards, the months of mediocre/ unreliable service as well as the current conversation I was having with him.


At the end of the conversation I realized we were not going anywhere. So I asked him the same question I am addressing with you now. Clear is a new company. The item in dispute is a simple and minuscule $35.00. I am currently a client of yours, not a prospect. A current and paying client, are you willing to lose my business? my continued business over months and years with your company for $35.00? In addition to this, my firm has been successful for the last 4 years, building relationships one client at a time. I have gained the trust of my clients through hard work and dedication, these are the same clients whom I will inform of the following issues ( lack of overall coverage, terrible customer support, and total disregard for any level of customer service).


I am happy to inform you that I have since turned away several clients from even ever considering Clear as a provider of any kind, as well as managed to terminate my contract with Clear.


I hope the time I have wasted on the phone with your customer service reps, the time I have/will be spending telling all of our clients of the lack of service/ care, the time I have spent writing this lengthy email, and the numerous websites this email will be posted on, will give you the tools to change how you treat your future and current clients.


Regards,

Anonymous Customer

I was on the phone for 1 hour 35 minutes (the call started at 11:00 a.m.), I was transferred 4 times, from the agent to Jamie, to another agent to Mariella to the non-English speaking dept. to the English speaking dept. which hung up on me when I said hello.
I just wanted to switch from my USB contract that ends on March 25th, ( I had the USB and home service together for 1 year 9 months) to a home modem only account. Mariella said she has approval to give me Faster Home Service for $27.50 per month, plus $7.00 per month rental on the home modem for a total of $34.50 per month on a month to month contract, I agreed.
I called back in, my information was not in the computer, I asked for a Supv. the agent asked me 3 times, so you want a supv? I said yes and was left on hold for 10 minutes then disconnected.
I called back in, Cher answered, she did not see my information and asked me to repeat everything again, once again I asked for a Supv. and have now been on hold for 10 minutes. Jason finally came on line at the 15 minute mark, (12:59 p.m.), now he is transferring me to accounts (again), at the 25 minute mark Renee answered. He said there is no Supv. Available and no one else can help me, so I have to allow him to verify this and see what he can do. I asked if he had an address for the Clear corporate office available, he said he could help with coverage. He came back online and said I have corporate account information available for you. Now 34 minutes into this call, I am still on hold. I now have to call back in once again (1:15 p.m.)
Now at 1:23 p.m. Jody in account services whom I can not understand refuses to send me to a Supv. she said she is just going to cancel my mobile service. I now have Xedge, at 1:24 p.m., had to explain everything again. Xedge transferred me Victor in account services, I explained everything once again.
Everyone seems to have a very difficult time understanding plain and simply questions in English. I think it is time to cancel my service, report this horrible phone call to the BBB, and hope this frustrating inept company goes out of business. They apparently do not have the capability to appreciate customers who have been with them for 2 years, nor the desire to keep good paying customers on their books.
I expect better service and treatment than this. Clear doesn't seem to have a problem making sure the automatic bill payment works perfectly.