I wanted to add a second line to my cellular account, using Cingular’s “Nation 1400 FamilyTalk w/ Rollover” plan. Naturally I had to get a second phone, so I ordered one from them. My existing phone is a Palm Treo 650 quad-band GSM phone, which is fully compatible with the Cingular GSM network. Yet they tell me that I need to “upgrade”, by which they mean I have to buy another phone to replace it.
My service was originally with Cellular One, which was acquired by AT&T Wireless, which since merged with Cingular. Being a former AT&T Wireless customer has caused me nothing but grief in dealing with Cingular. I spent several minutes arguing with a Cingular customer service representative who insisted that I had to upgrade to a new phone, despite the fact that the very same Treo 650 GSM model was one of the phones I could “upgrade” to. It took a while, but I finally got her to admit that the problem was not the phone, but the SIM card. Apparently it is not possible to use an AT&TWS SIM card with a Cingular rate plan. She told me that I can buy a Cingular SIM card at a Cingular store for $25.
Since all I need is a new Cingular SIM card, I should be able to buy an “upgrade phone” that’s on special for $0, and just use its SIM card in my Treo. I don’t have any problem with buying a $0 phone, but they were trying to convince me that if I wanted to use the Treo 650 I would have to buy a new Treo 650, which would have cost $199.
Given how difficult it was to get her to admit that all I needed was a new SIM card, not acutally a new phone, I suspect that the representatives must be trained to try really hard to get customers to buy expensive new phones unnecessarily.
Aside from dealing with customer service, I’ve been fairly happy with Cingular’s actual cellular service. The coverage seems to be quite good.
Agreed. It seems that Cingular needs some help in the Customer Service Department. Half the time it sounds like all they’re just trying to get you off the phone. Definitely a problem.
This is what I had to say on my3cents.com about cingular.
http://www.my3cents.com/showReview.cgi?id=15191&wrapper=
I was just informed that my Cingular services are going to be closed. I have had service for years and have service on a family plan for both of my sons (Both which happen to be in the US military)
I have a razor phone for each of us.
Now they inform me that my account will be closed (after years of service) because I use other “than cingular†towers.
My oldest son just had to replace his phone 2 days ago. $$$$$$
AND did they inform me of this then? NO
good thing I have been paying for insurance all this time (on each phone)
I asked the rep whos decision this was and she replied the ‘higher ups’ I asked to speak to one of these Higher ups and was told that they were not reachable. What, did they have cingular also or another service?
Maybe this new Cingular Law doesnt apply to them.
What is up with this???????
Just looking for answers
Janis,
If you bought the phone from Cingular, and haven’t reprogrammed it to select non-Cingular towers, then they must have programmed it wrong before they gave it to you. Tell them that it’s their fault and they should fix your phone or give you a new one.
Good luck,
Eric
cingular customer care dept is worthless. The number 1 800 331 0500 will get you to the correct department as long as you choose 0 for the correct dept. But what happens is customer care transfers you to telesales and we can not do upgrades. we can do new lines only. I am tired of customer care screwing everything up. If your transfered to me and it’s not a new line or an upgrade you will be pissed off by the time your done with me. You will not recieve you phone because I did not bother to submit the order. because I do new lines only. I think in the future their should be more of a focus on customer care training on how and where to transfer a customer. I no longer care anymore, customer care dept does not.