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Customer Care
Online
Customer Service Support is available year-round 24 hours a day,
7 days a week
Call Center: 1-800-639-6111
Hours of Operation: Monday - Friday, 7:00 AM - 10:00 PM; Saturday,
8:00 AM - 5:00 PM
Direct Protect
Direct Protect is an insurance program designed and sponsored by the
Signal Insurance Agency for Nextel phones and accessories. It protects
against loss, theft or accidental damage and is easy to activate at
any time by calling the Signal at 1-888-352-9182. The cost is $4.95
per month for each phone or $4.99 per month for phone and accessories,
with a $35 deductible for each claim.
Turnaround time is 1-3 business days from claim authorization.
Service & Repair
Nextel customers have two options for repairing phones as well as
a maintenance fee option:
• Door-to-Door Express: Pickup and return repair service within
2 to 3 business days. $10 fee per incident.
• Walk-in Express: Walk into any ASC/Nextel Service location,
and for $35, have your phone repaired or replaced within one hour.
• $3.00 Monthly Service Plan: use both repair services free of
incidental charges by paying $3.00 monthly fee.
Door-to-Door Express
• Provided to all Nextel customers in good standing. Allows any
active Nextel customer to receive a replacement phone within 2 to
3 business days.
• The customer's phone is picked up by FedEx at his or her home
or business, replaced by Motorola and returned by overnight courier.
• Handsets are serviced at Motorola factory.
• Customer must call Door-to-Door Express Customer Care at 1-800-390-9545
to initiate process.
Walk-in Express
Walk-in Express gives customers the option to go to a local Authorized
Service Center or Nextel Service Center for a repair or swap in about
an hour with a like-model phone. Locations of Authorized Service Centers
and Nextel Service Centers may be found on www.nextel.com.
• Customer pays $35 per phone per visit or
• Customer signs up for the $2.50 Monthly Service Plan, which
is a monthly $2.50 service plan per month /per phone for unlimited
repair visits. This cost will appear on the customer's bill.
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