I've had horrible customer/digital service through GCI.
The attitude of some of the employees is definitely disheartening. Read on if you have time :)
* My bundle package consisted of Phone (I had a land line), Cable and Internet service. Later I received a call telling me that my cable bill had gone past due. As a result there was a $200 'lost equipment fine'. I paid the bill not thinking much of it, however, they continued to call me saying that there was still a remaining balance of $200 that needed to be paid. In an effort to stop it from going to collections I paid that too, but come to find out the original tech didn't retract the $200 fine when I paid the bill. When I asked if I could be refunded the $200, I was told it would be a credit to my account but the next month a received a bill for cable in the basic service amount of roughly $54.
*My land line was constantly being billed 'overage' charges for going over my 800 min. I rarely called anyone, but I was told that for $9.99 more a month I could have more minutes. I did this until my land line was upwards of $80.
*My fiancee was having technical issues with his HTC Hero, so they replaced it but he was still having the same issues with the new one. He called tech support and they gave him the basic 3 options which were
-sending it in for repair (which would take up to 3-4 months in which time they would give him a loaner phone but he would have to sign a loaner agreement that consisted of paying $200 if the swapped phone was not returned).
-purchasing a new phone using his insurance which would have cost $125 or
-renewing his contract for 2 years which would upgrade his phone.
He renewed his 2 year contract and paid $100 for the HTC Desire. A few weeks go by but he starts having the same troubles with the Desire so he calls GCI and they offered him the same 3 options and technical support. He tries a factory restore over the phone and it seems to work fine for a few hours before the same things start happening. He goes back to GCI where they upgrade him to the Samsung Galaxy but they make it clear that there will be no more phone swaps. NO MORE PHONE SWAPS??? We paid for the Desire!! It wasn't a phone swap!! The only phone swap was the 1st Hero. From the moment he got the Galaxy, it was faulty. It was randomly shutting off, freezing, and the battery would have 75% left but drain in a matter of minutes. These are the same problems he had with both Heroes and his Desire. The battery also got so hot, it burned his leg through his jeans (sounds like a product defect but GCI wouldn't budge) When we told tech support about these issues they agreed that HTC was having some issues but the only thing they would do was send it for repair. He didn't have the Galaxy for 2 days before we were referred to go into a GCI store for service. They did a full factory restore and that also seemed to work except that the battery continued to die frequently in a 1 day period. When we went in to the store today, the lady behind the desk had an attitude about the phones and the various problems we've been having. It turns out that the tech that referred us to the store, had called the manager on duty to tell her that we were coming. Fair enough, but that should have given her time to prepare something better than 'you refused tech support on multiple occasions'. Apparently sending in your phone for 4 months is called 'technical support'. I can see how that could be true, but we were under the impression that calling TECHNICAL SUPPORT over the phone and going in-store would count as well. When we agreed to have the phone sent in for servicing, it turns out that the Galaxy wouldn't be the phone being repaired, but the Desire that we turned in 2 days ago. We agreed that was fine. So she comes back with a Hero for our replacement phone because they 'didn't have any loaner Desires in-store'. I was upset because we paid for the Desire. At lease give us a Desire replacement. When I mentioned this, she said she couldn't give us back the Desire or send it in for repair because they had sold it to someone else. In 2 days they "repaired it" and sold it to someone. When I asked her about the issues we had with it, she said "If we can fix it in-store, we usually do". So to that I said, "Then why would we have to wait 3-4 months if it's something you could fix in the store?" She came back with a Galaxy for my fiancee and once again made it very clear that there would be no more phone swaps AND that his Desire that he received TODAY would not have the 1 year warranty, but the warranty of the original Desire which expires 11/5/2011. We were also told by tech support over the phone that he couldn't access anything in our account except for the times we've called and the billing amount due. The lady in-store could see everything we've done and she said he should have been able to see that as well.
So over all, they lied, took our money and twisted our words. read more
