Cingular

Cingular Wireless

Glenridge Highlands Two

5565 Glenridge Connector

Atlanta, GA 30342

Re: Formal Complaint

Dear Sir or Madam,

On December 7th, 2006 I went on line to Cingular.com and ordered a refurbished Sony Ericsson phone under a GO Plan for my daughter for Christmas. They charged my credit card $31.79 for this phone. I received the phone via FedEx on December 11th, 2006. When I inspected the phone I found that the power cord was not the cord that goes with this phone, so on Tuesday, December 12th, 2006 I called Cingular and after being transferred about 4 times they gave me a phone number 1-866-391-0749 for the Cingular.com office. When I got a customer service rep on the line I told them that the power cord they sent me was the wrong one, could they send me the correct one and in return I would put the wrong one in the same box and send it back. I was told NO! I had to send back the entire box, phone and all and then wait 10 days for a prepaid shipping label to return the phone. I explained that this was a Christmas present for my daughter and I didn’t have the luxury of time. I told him that this was their mistake and as a soon to be new customer they should try to accommodate me. He stated that this was your policy, if I wanted another phone sent immediately I would have to pay for another one; I refused, since I already paid for one. At that point I asked to speak to a manager who also was very rude and told me the same thing. In frustration I hung up. After cooling down about the situation I called back on Wednesday December 13th, 2006 and spoke with a rep by the name of Dave. I explained to Dave what had transpired to this point and asked him if I sent the phone back myself today by priority mail when they receive it could they just send a replacement phone to me, with the proper cord. He said yes! I also asked him if they would credit my account for the shipping charges and he said yes! He told me to call on Monday December 18th, 2006 to see if they received my return.

So on Monday December 18th, 2006, I called back and spoke to a female rep who told me it was in the warehouse however; it had not been scanned into the system yet. I asked her if they had sent a replacement phone and she told me NO. If I wanted another phone I had to pay for one and they would credit me back for the other one in 7-10 days. I told her that Dave had told me to avoid all that, I could send the phone back for a replacement. She said that he misinformed me. I was absolutely furious now you have my phone and my money and I don’t have a Christmas present for my daughter. I said some not so nice things about how this whole situation has been handled then hung up.

I called back on Thursday December 21st. and spoke with a rep named Patrick. I asked him if a credit had been issued for the phone and my shipping charges and he had told me NO. He said I would not see the credit for 7-10 days and as far as the shipping they would credit my account. I at that point told him I do not have an account with Cingular and I wanted it to be credited back to my credit card that I used to purchase the phone. He said he didn’t know if Cingular would do that. He then told me he would submit some kind of request for the ship charges and then told me he would connect me with customer care. I was transferred to a customer care down south somewhere and they had to transfer me back to a Michigan customer care center. I was then connected to a rep by the name of Leanne and I explained everything that happened to me and she was very sympathetic to my situation but told me she could not help me and wished me good luck.

I have never in all my years been treated so badly by a company as I have been treated by Cingular. As I write this letter I don’t have the phone or the money. I have 2 days to try and find my daughter a phone for Christmas. Your company should be ashamed of yourselves for the terrible customer service you provided to a potential customer. I will never recommend any one to Cingular and this letter will be forwarded to the Consumer Agency.

Very Disappointed,

Unsatisfied potential customer

CC: Better Business Bureau

Consumer Relations

Cingular.com