Phone Problem Revisited

Although I thought I rented a phone that would let me transmit pictures via email so that I could post them en route to this blog, I was very disappointed that this was not so. My phone did not let me do this. So when I got back I downloaded the pictures to my computer and began posting to this blog. In the meantime, I decided to contact the company to express my dissatisfaction and disappointment with the phone I rented. If all I could do was send pictures to my own computer that had the software that they sent, I would have used my digital camera and rented a cheap cell phone as my daughter did. I decided to communicate my concerns to the company directly.

So I sent a letter to the company. I have been dealing with Richard Nardone, President of Cellular Express Phone Rentals, based in New Jersey. I rented a phone from this company with the understanding that I would be able to take photos from the phone and transmit them to my email so that I could post pictures on the blog as I wrote daily. I paid a premium price for the phone, but felt that it was well worth it. The phone arrived a few days before we left. I had decided not to carry my computer with me because I knew I could find ready access to computers in all our locations.

When I got to Art Basel, I began to take pictures with my cell phone. I followed the directions explicitly, but the pictures could not be transmitted. I asked Judy and Jim to try. No luck. I finally telephoned Cellular Express from the phone and asked to have specific directions sent via my email address. On June 14 they sent directions. We followed these. No luck. I again emailed them and this time they said I could not do this with the phone. I would have to download the pictures to a computer. Now, since the directions involved loading some software to a computer and then downloading using a usb cord, obviously I could not do this at public computers in many different locations. I was really annoyed.

When I got home I received a customer service feedback form from the company. I decided to write Mr. Nardone instead. Their form letter states: "Customer satisfaction is our number one priority." I received a bill from the company. After Mr. Nardone received my letter, we had several email exchanges where he said he personally told me that the phone would not do what I wanted. If this is the case, why would the company send me directions on how to send photos via email? Why would an employee of the company tell me otherwise? I again asked him to reconsider his bill. I suggested he give me credit for half the amount. He has stopped writing to me. I am not talking about huge sums of money--perhaps a hundred dollars or so. I am talking about misrepresentation and miscommunication. I hope enough of you will read this and remember. Do not use this company. If I hear again from Mr. Nardone, I will be happy to revise this posting. If this is customer satisfaction, they need to rethink their motto.

Marilyn