Cellcom — Local services in Town of Rib Mountain

I have been a Cellcom customer for over 15 years. Last Thursday, March 30, 2017 I bought a new iPhone 7+ at the Rib Mountain store. I was told that I had 30 days to return the phone for any reason. It hasn't worked right from the start. It won't connect to my wifi, drains the battery in 3 hours, and doesn't ring or display some calls. Today, only 5 days after the purchase, I brought the phone back to the same store. I was treated in a condescending way, and sat there while some guy on the phone with the store associate supposedly ran 'diagnostic tests.' Meanwhile the associate was rummaging thru my apps to 'see if one of them crashed' and is draining the battery. Nope. She then told me I must have put phone on 'do not disturb,' and that's why calls didn't register. No, I didn't do that. She said I probably did it by accident, even after confirming for herself that it wasn't on 'do not disturb.' She then said that their service is 'sketchy' in the Tigerton area, so that's probably why I miss calls. I told her I consistently have 4-5 bars at home. Then she said it must be that I travel a lot out of their service area. I told her that I work a few miles from the Shawano store. After talking more with whoever was on the phone doing 'diagnostics,' she told me the battery is fine, and I'm causing the fast drain because my screen is on 'bright' and I have an Apple Watch. I told her this is the same Apple Watch I've had for over a year, that never drained my iPhone 6+ battery. The phone sat in my bag while I was at NTC for a class today. It was 100% charged at 1:00. When I left class at 3:30, it was at 47%. I was in the store for about 10-15 minutes, and it dropped to 39%. This is not my 1st iPhone. I've had several. I know how they work. And I've never had one do this stuff. My iPad and laptop connect to my wifi, but this phone won't. I was told that if I'm too far from the router, it won't connect. I explained that I've been next to the router in my living room, and it still won't connect. It shows it's connected, but the internet won't work. No emails, and can't open web pages. I told the associate that I wanted to exchange the phone because it's defective. She said I can't exchange it for another 7+, I'd have to get a different model or brand. I said I don't want a different model or brand, and that I was told only 5 days ago that I can exchange for any reason. She said no, it has to be a different kind of phone. I told her that is...

So extremely frustrated by cellcom and their loyalty program. It was 3 years ago that my father made my brother and I an authorized person on our account. For many years I took care of the bill month to month. My brother then tried to bundle his internet and phone bill together at xfinity on 5/20. This is when we quickly learned that cellcom can not legally give their numbers to Verizon or xfinity after several months of telling us the “transport” was complete. This created urgency for me to get my line transferred on 6/19 before the billing cycle ended. We then receive a refund for 13$ in our father’s name after several conversations that he was deceased- so of course can’t be cashed. After our unfaithfulness to the fact that the phones were not actually canceled, we can continue to call the number and get a “this phone is not in service message”.

It does not stop there we then get a July bill stating an outstanding balance. When my brother calls to have me authorized the loyalty line continues to accidentally disconnect us.

As this has all been hard enough on us the customer service we received once they knew we were transferring to other carriers was HORRIBLE. I would not recommend them to others at all especially if you don’t plan to stay in the area because the phone number I thought was going to be my forever number ended up being temporary and the customer service around the transferring of number was absolutely terrible. ( lying about the transfer going through, an additional bill and telling us our lines were not cancelled.)

Sorry this has nothing to do with this location but I would love an opportunity to speak with someone who can actually help and not constantly provide...

Garrett Cottrell was our rep. He did a great job at explaining plans and options We bought some products and later decided they were not for us so we returned them no problem His customer service was perfect. He did not make us feel rushed and explained everything. At the end we had bought an Apple Watch He had set everything up put everything in a bag and I was on my way half way home he called and said I forgot the watch. He then said when I get off work I’ll bring the watch to your home. Now that’s customer service. I’ve been with Cellcom for 25 years and they have always been more...