For the uninitiated, Clearwire is a company that provides broadband Internet and VoIP telephone service via a wireless network—much like a cell phone network—rather than a fixed, in-ground infrastructure typified by cable and wire telephone technology.The service is marketed as being quick and easy; just plug-in and go.
However, there are limitations. Many customers have complained that their service leaves much to be desired, with connection speeds slower than they bargained for and dropouts in the middle of tasks. For a generation having cut its teeth on high-speed Internet and lightning-fast connections, this can be frustrating.
One limitation, according to Forbes, is that Clearwire data is transmitted via shorter wavelengths than those used by the major cell phone companies. The result is that a Clearwire client living or working deep inside an apartment building or high-rise may have trouble maintaining, or even finding a signal.
And then there are the problems with customer service. A computer tech living in Los Angeles, Tim L. Lopez, has put up the blog 'clearwiresucks.com.' It's logged well over 1000 complaints with regard to reception difficulty and customer service.
The latter appears to focus on the early-termination fee that, according to some bloggers range from $180 to more than $500, depending upon the circumstance and length of time a Clearwire customer has been a part of the service.
Critics of the service cry over a litany of frustrations, from poor Internet service to poor customer service. One irate blogger found that he got different answers from talking to different customer service reps. For example, he was told by one rep that a contract would only be extended if a service was downgraded, not upgraded. He asked the same question to another rep, only to be told that contracts are extended as the result of ANY change in service.
This same blogger, identified as Frank D. discovered that instead of being tied to the one-year contract that he thought he had signed up for, Clearwire had signed him up to a 2-year commitment. When he called Clearwire on this, he was asked by the service rep to fax them his Clearwire contract as proof. However, according to Frank D. Clearwire is a paperless company and thus does not send out contracts.
The disgruntled Clearwire customer also reveals that none of the 25 or 30 reps he has dealt with subscribe to the Clearwire service themselves. They all answered that the service 'was not available in their area,' which Frank D. describes as curious.
Tim Lopez, the blog's founder, was reported by Forbes as having trouble with Clearwire soon after he signed up in 2005. After just 30 days with the service he found his connection speed in California's Central Valley to have slowed to sub-dial-up speed. Clearwire's response was to blame his laptop.
There are other examples of dissatisfaction. One user claimed the original solicitation advertised a rate of $29.99 guaranteed for life. In reality, Jim B. is being charged $57 per month.
Yet another disgruntled user claims that when the service was offered to her Clearwire was advertised as having no yearly contract, a set rate, and a $60 gift card. She signed up. After experiencing problems with the service she tried to cancel and was shocked to learn that she, indeed was tied to a contract that would now cost her $514.63 in early termination fees.
Clearwire states that it values its relationship with customers and endeavors to keep them happy. However the reality appears to be different. One blogger goes so far as to suggest that the Clearwire business model is built around the early-termination fee. That allegation of course remains to be proven and probably stems from disenchantment and ill will. However the frustration is palpable.
In theory the Clearwire service is said to have merit and when working well, presents many advantages over its fixed-wire competitors. However, there appears to be limitations with regard to Clearwire's service network. WiMax affords fast connections, but only where available and only within a customer's metro area. Plans are in the works to piggyback on Sprint's slower, non-WiMax broadband service when out of town, but that option is not yet available.
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And of course, it is a challenge for any corporation in the current economic climate to raise the necessary capital to expand. So while the Clearwire service is reported as being imperfect, customers are understandably frustrated when service is found to be less than satisfactory.The rub comes when they try to terminate the service, only to find that they are contractually locked into a contract they may not have agreed to, or even been aware of.
Forbes reports that the Better Business Bureau (BBB) processed 436 complaints about Clearwire in the last 3 years. The BBB rates Clearwire a C-minus.
If you have issues with Clearwire service resulting from lackluster Clearwire internet, and are faced with Clearwire early termination fees you didn't bargain for, it would be prudent to seek the advice of a qualified attorney before you pay out any money you may not have to…
