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Cell Phone Customer Service Ranked Next to Last

CowboyNeal posted more than 10 years ago | from the as-bad-as-we-all-thought-it-was dept.

Communications 356

Paulrothrock writes "A recent report shows that cell phone companies are the second lowest ranked industry in terms of customer service, just above cable companies. Also, they are second only to car dealers in number complaints to Better Business Bureaus. Complaints include being charged a fee to cancel a cell phone contract for a deceased husband and being double-billed for using an online bill-pay system. I guess I've been lucky, the only problem I've had is getting reception."

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Um (1)

KarmaGhost (741522) | more than 10 years ago | (#9393168)

I do believe this is a repost of an older story.

Hidden charges. (3, Interesting)

JPriest (547211) | more than 10 years ago | (#9393525)

I currently have a $35 per month plan + $20 to have another phone on it. (Cell One) There are a host of stupid fees like, $10 per month for free in network calling for one phone, and $3.25 for free in network calling on the other phone I am calling.

I have not gone over my minutes since I got the phones, my bill is [drum roll].... $78 per month after hidden charges.

It would cost about $3 more to have the phones on 2 separate plans and they wouldn't have to share the same bucket of minutes.

I once had a phone with the same provider a few years ago and they has my SSN wrong, it took my nearly 4 months to get them to let me discontinue the service because my SSN was not the one on the account.

I was like "look, either admit it is my phone and let me discontinue service or admit it is not my phone and quit sending me the bill, but you can't have it both ways!"

I spent 6 hours on the phone the day I finally got rid of the service. One rep left me on hold for nearly 3 hours before I hung up when I asked to be xfered to someone that could credit my account, she wrote in my account that I hung up on her. I spent the 3 hours she had me on hold writing a letter to the BBB.

I recently had to upgrade my service with the company to GSM to add a second phone, I had to buy 2 phones for $300 and give them my old phone that I paid for. None of their towers have been upgraded to GSM so I paid $300 + $78/month for 2 phones that can rarely ever complete a phone call.

If people want to call me they can leave a message on my Vonage phone and I can still check my voicemail away from home. That is one phone company I don't hate.

Article Text (0, Redundant)

ANTRat (751579) | more than 10 years ago | (#9393170)

NEW YORK (AP) -- Mobile phone service was the second-lowest ranked industry -- beating only cable providers among the 40 rated -- in the University of Michigan's newest customer satisfaction index.

And there's more: mobile companies were the No. 2 sector in complaints last year to Better Business Bureaus, dropping from first place in 2002. Only auto dealers did worse.

"The industry claims that people love their cell phones and they're very happy with the service," said Carl Wood, a commissioner on the California Public Utilities commission who fought the industry for four years to establish state wireless regulatory power. "That's half right."

Consumers complain of frequently dropped calls, lousy customer service and exorbitant penalties for exiting a contract. Then there are the fees -- Verizon Wireless plans to collectively charge customers more than $173 million a year in fees for number portability alone.

The complaints range from mundane to dramatic.

After Julie McMurry's husband died last summer, Verizon Wireless told the Enumclaw, Washington, woman that she would have to pay an early termination fee on his cell phone contract. "I said, 'This isn't an arbitrary thing, I'd be glad to fax you a copy of the death certificate. The man's dead."'

The Verizon rep said McMurry could either pay the fee or give the phone to another family member.

She called Carl Hilliard, president of the Wireless Consumers Alliance. "I just happened to be in a meeting with Verizon Wireless's attorney and mentioned it to him," Hilliard said. "It was reversed."

Regulatory measures
California last week adopted a Telecommunications Bill of Rights that requires companies to inform customers about rate increases, bill customers only for services that they request and allow customers to drop a service, without penalty, within 30 days.

A tougher measure failed to pass. "In the last year or so, the industry has just gone all out on every front to stop this," said Wood, the utilities commissioner. The industry has promised to challenge the new regulations in court.

The new rules offer fewer safeguards against deceptive marketing and advertising than Wood's proposal, which also would have blocked companies from changing the terms of an existing contract.

Eric Rabe, a spokesman for Verizon Communications Corp. said the company thought even the watered-down rules unnecessary.

"We do the majority of this stuff already," he claimed. "This is an attempt by a regulatory body to exercise regulatory authority where they have not heretofore had it."

But many consumers are frustrated.

Claire Smith, 21, of San Diego, set up automatic payments for her Cingular Wireless bill. Atlanta-based Cingular charged her credit card, then sent paper bills. When she didn't pay the duplicate bill, they cut off her service, saying she was delinquent. "They tried to double bill me," she said.

Neil Coleman, 34, of Jersey City, New Jersey, asked for a national plan when he signed up with AT&T Wireless. He worked inside his local calling area for months, then was sent to Dallas. His next mobile bill was $600, most of it roaming charges.

Calls to AT&T Wireless's customer service ended with a representative telling him it was his responsibility to review his bill. There, on page four, in the left-hand corner, in small print, the bill said "local plan."

Consumer frustration

Even simple things, like making a call, aren't always possible.

"Wireless carriers have been the victims of people believing their advertising," said Roger Entner, director of the wireless mobile services practice at The Yankee Group. "The carriers have been able to position it as a utility in the eyes of the customers, but it can't live up to that."

Companies insist they're working on improvements, that they're investing in their networks, simplifying billing and tying bonuses to customer satisfaction.

But they've got some ways to go.

Sprint PCS ads even acknowledge consumer's frustration. A four-page ad in USA Today asked, "What if the rest of the world were like the wireless industry?"

It showed a group of children outside a fenced playground, reading the rules, which included, "You have to guess how many minutes you're going to use your ball -- for the next two years. Don't guess too high or too low, or you'll be sorry."

The final rule: "If you don't like the rules, try another playground. It'll be exactly the same."

To improve service, the company has increased training for customer service employees to 10 days a year, introduced a new plan it said addresses common complaints and tied executive compensation to customer satisfaction, said Cindy Rock, senior vice president for customer solutions at Sprint PCS.

Customer service
Cingular Wireless's chief operating officer, Ralph de la Vega, claims the company's service is also improving.

In April, it started giving new customers a summary of contract terms and costs. It also gives them a sample copy of what their first bill will look like.

AT&T Wireless, which has led the industry in complaints, according to Federal Communications Commission statistics made public by Consumers Union, was bought by Cingular for $41 billion in February. Cingular is in the process of merging the two companies.

Verizon Wireless said it added 1,600 customer service employees last year.

The company has led customer satisfaction surveys, although the Michigan survey, a quarterly index which this past week included wireless for the first time, said it was tops in "a lackluster field."

Asked about the ranking, Verizon's Rabe said, "Compared to what? Lands' End? You have to compare apples to apples. I wouldn't compare the customer experience of dealing with a complicated technology with buying a shirt. It's just a whole different challenge."

Cell phone troubles even dogged the reporting of this story.

Twice spokespeople for different wireless companies called on cell phones whose signals faded to silence.

Sure this will turn into a cell bitching thread... (2, Informative)

Atario (673917) | more than 10 years ago | (#9393243)

...so here's my contribution to it.

I added a second phone to my plan for my wife when we got married. This cause Cingular to silently erase all my vaunted "they're yours -- keep 'em" Rollover Minutes, of which I'd accumulated about 1,800. I started getting big overage charges on my bills. Each month, I'd call them up to straighten things out, and each month they'd be screwed up still. This went on for about six or seve months, till I finally got someone who seemed to know which end is up.

After all was said and done, I was told the initial erasure happened because I altered my plan on some day other than the first billing day of the month.

Nice system, Cingular. Dorks.

Re:Sure this will turn into a cell bitching thread (3, Interesting)

pballsim (119438) | more than 10 years ago | (#9393411)

Today I got my phone bill and it said:

"10 Dollar Credit: -$7.24"

it's cnn, mate (0)

Anonymous Coward | more than 10 years ago | (#9393244)

it's not likely to be slashdotted, and there's no registration required. chill on the karma whoring.

Re:Article Text (0)

Anonymous Coward | more than 10 years ago | (#9393298)

I can beat everyone on this post. i use to work for both AT&T Wireless and an OUTSOURCED customer service for T-Mobile. Boy the stuff i could tell.. From double billing, to fees posted in error.

Re:Article Text (0)

maxbang (598632) | more than 10 years ago | (#9393303)

Thank god you posted this, I was afraid CNN would be slashdotted in a heartbeat. Here, let me provide an even more useless post with this tinyurl link to the article: click here [tinyurl.com] .

TUBGIRL LINK! MOD PARENT DOWN! (1)

IchBinDasWalross (720916) | more than 10 years ago | (#9393443)

The link is to tubgirl! Don't be fooled!

First Post? (-1, Troll)

Anonymous Coward | more than 10 years ago | (#9393171)

First Post?

Funny..... (1, Interesting)

este (600616) | more than 10 years ago | (#9393172)

The only two industries I've ever had to deal with Customer Service extensively are the worst! Very much in line with my own experience...

fp (-1, Offtopic)

Anonymous Coward | more than 10 years ago | (#9393173)

fp

Go ahead and complain... (5, Funny)

TPS Report (632684) | more than 10 years ago | (#9393174)

You already know the answer to "can you hear me now?!"

I wonder why... (4, Interesting)

malus (6786) | more than 10 years ago | (#9393183)

can it be because of the fact that domestic customer support just doesn't exist anymore? Nahhh. couldn't possibly be a reason.

Re:I wonder why... (4, Insightful)

oasis3582 (698323) | more than 10 years ago | (#9393233)

I do not think it is the case here...at least for Sprint PCS. Sprint surely has domestic support, but it is run by a lazy bunch of people that would rather mumble than speak articulately, rather make up answers than find out the truth, and generally don't give a shit since they are in a dead-end job. Sorry to be harsh, but its just my 2 cents.

Re:I wonder why... (0, Flamebait)

violajack (749427) | more than 10 years ago | (#9393328)

Yeah, with Sprint, instead of the heavy Indian accent, you get a heavy Ebonics umm...accent? They're just as hard to understand and much less likely to be able to read.

I'm not sorry to be harsh when it's the truth based on not only my experience, but also that of everyone I know and everything I've read. I've never heard a good story with Sprint customer service. One of my co-workers is currently considering legal action against them to get things fixed.

Re:I wonder why... (1, Interesting)

Anonymous Coward | more than 10 years ago | (#9393487)

It's not the sole reason, I'll tell you that. I help manage a cable company's US call center. Our reps are some of the laziest people I've ever met. If they put as much effort into their work as they do avoiding work, we'd have much better service. I've listened in on some calls, and it's just unbelieveable. Of course, we have excellent reps too, but they're the exception.

That and we're constantly having cable outages, but that's another story.

Heh. (-1, Redundant)

revmoo (652952) | more than 10 years ago | (#9393189)

"Can you hear me now?"

Who cares!

Ironic (0, Redundant)

mwheeler01 (625017) | more than 10 years ago | (#9393190)

That's ironic...I guess they're not doing a very good job of hearing us now.

By cable companies do they... (1)

PhilippeT (697931) | more than 10 years ago | (#9393194)

mean companies like Rogers up here in Ontario Canada.

Their service for both cable and broadband internet is horrible.

Re:By cable companies do they... (1)

mdrejhon (203654) | more than 10 years ago | (#9393478)

A lot of us Canadians love to hate Rogers -- and I don't use Rogers Internet (I use DSL):

Incidentially, according to DSLReports [dslreports.com] , incidentally a few users are getting lucky where Rogers actually called them (huh?) and offered a free upgrade to DOCSIS 2.0 compatible cable modems. Some users' download speeds actually doubled.

According to forums on this site [howardforums.com] , Rogers finished deploying a new 850 Mhz GSM cellphone network at the end of December 2003 where there's been great improvements (i.e. some HowardForums.com claims from worse than Fido/Bell/Telus to better than Fido/Bell/Telus). Pity you need a new cellphone to take advantage of the new reception and less dropped calls. There were a couple of reports at the HowardForums of big jumps in receptions in lots of areas, 1 bar reception in Toronto Union station jumped to 5 bars with new 850 Mhz GSM phone. This is attributable to 850 Mhz penetrating buildings and foilage much better than 1900 Mhz. (On HowardForums.com, search for "850 improvement" (click here [howardforums.com] ), perhaps combined with the term "Mad Seeg", a humorous term used by dozens of posters there, slang phrase for "amazing signal")

It's a little easier to get lucky with cable Internet and cellphones now with them, and maybe a couple less unlucky Rogers victims, but Rogers customer service is still MIA. At least, Rogers cellphone reception is finally now easier to get than Rogers customer service.

ln -sf /dev/random /dev/RogersCustomerService

Well what did you expect? (5, Insightful)

foidulus (743482) | more than 10 years ago | (#9393196)

After you sign that contract, you become their bitch. I learned the hard way with Verizon. I only found out that they had stopped me from writing programs for my phone despite that the salesman told me I could, and they wouldn't fix my broken phone that was under warranty because they thought it was because of physical abuse.
After you sign that contract, they get your money no matter what, so there is very little incentive for them to improve customer service(also note how customer service is never touted in television commercials for various carriers). But damn do they make those phones tempting. I wish that the manufacturers didn't charge you out the arse for them if you buy them directly...

Re:Well what did you expect? (0, Redundant)

interiot (50685) | more than 10 years ago | (#9393399)

Even if you DO buy them directly, half the time they'll still make you sign a contract, so you're their bitch no matter what.

Get it in writing (1)

Dolly_Llama (267016) | more than 10 years ago | (#9393425)

I only found out that they had stopped me from writing programs for my phone despite that the salesman told me I could,

As with all else, get it in writing. They put it into writing in the form of that neat little contract you sign, why shouldn't you?

Re:Well what did you expect? (3, Informative)

pauljlucas (529435) | more than 10 years ago | (#9393447)

After you sign that contract, you become their bitch. I learned the hard way with Verizon.
This is an instance of YMMV. In my case, I've been very happy with Verizon (and, no, I don't work for them). My $399 Kyocera 7135 (out of warranty) recently was acting very flaky. They replaced it with another 7135 after me explaining what it was doing in a reasonable manner (as opposed to me having to really bitch) at no charge.

FWIW: whenever possible, I try to go to a (in this case) Verizon store and deal with a person face-to-face. I get much better results than calling the main CS number because you're talking to an entry-level CS person and you have to convince them you're not an idiot to get them to transfer you to a level-2 CS person.

Re:Well what did you expect? (5, Insightful)

weston (16146) | more than 10 years ago | (#9393484)

After you sign that contract, they get your money no matter what, so there is very little incentive for them to improve customer service

When I wanted to try out Sprint last year, they gave me the option to opt out of the contract for $10 per month. I could eliminate the $10 charge by signing a contract any time.

It was interesting, though, the sort of leverage this gave me with customer service. Twice I got to the point in a service call where I mentioned that if a problem wasn't corrected, I would be dropping service, and they reminded me of the contract fee, and I mentioned that I was free of that, and after an aural double take, I got something to the effect that "we might be able to arrange something"

But damn do they make those phones tempting. I wish that the manufacturers didn't charge you out the arse for them if you buy them directly...

Two things:

(1) Ebay and phone unlocking put phones in an affordable price range

(2) If your new provider of choice has an option like I did with sprint, you'd quite possibly be able to sign up, carry service for a month, and drop -- and keep the phone.

Overall, though, I wish that the law required companies to provide sans-hardware contract-free service at comparable rates, and let the market fight it out. Because at that point, the competition would be almost all about service, and the companies that would survive would be the ones with the best service.

An interesting story. (5, Funny)

DarkHazard (713597) | more than 10 years ago | (#9393197)

I remember reading a true story in a book. It was about a man who was having problems with his cellphone [it had been disconnected]. When talking with the lady working tech support, the lady worked up the idea he was an 'arrogant bastard'. The call ended by normally but the next month the client recieved a bill with a $148 charge. The charge was for 'penalty for being an arrogant bastard.'

Shows how good cell phone customer service is.

Re:An interesting story. (5, Informative)

Engineer Andy (761400) | more than 10 years ago | (#9393416)

This is true and can be found at NZ herald story [nzherald.co.nz]

Partially Correct (5, Funny)

illuminata (668963) | more than 10 years ago | (#9393201)

Here's the deal. The BBB only thinks that they have a bunch of cell phone complaints. Most of the time they only can make out something like "fucking cell pho..." before the call is dropped, so they mark it as a complaint about the service.

There's also: (5, Informative)

prostoalex (308614) | more than 10 years ago | (#9393206)

Top US wireless companies by customer [itfacts.biz] :
- Verizon
- Singular
- AT&T
- Sprint

The most hated cell phone companies [itfacts.biz] (their customer service has something to do with it, I think):
- T-Mobile
- Sprint
- AT&T Wireless
- Cingular

Re:There's also: (4, Interesting)

Feztaa (633745) | more than 10 years ago | (#9393359)

I work for AT&T Wireless as a customer care rep (indirectly, through a contractor)... it doesn't surprise me that we're the #2 most hated cellphone company. I would say that 90% of the calls I get are because somebody, somewhere (usually another rep, but often it's dealers too) did something really stupid.

Re:There's also: (2, Insightful)

prostoalex (308614) | more than 10 years ago | (#9393402)

I am an AT&T Wireless customer myself (better coverage than other guys in my area), and often I would get one rep or dealer tell me about one promotion, I'd call up the number, and the customer service doesn't have a clue.

Do you guys all use different CRM systems for dealing with the customers or how does it work?

Re:There's also: (3, Interesting)

garcia (6573) | more than 10 years ago | (#9393394)

Personally I found AT&T Wireless Customer Service to suck. Hard.

I had a phone that died. It just stopped working one day. I didn't drop it, flush it, stick it up my ass, or do any of the other things they asked when I claimed it didn't work... They told me I would have to send it in and pay a $35 fee. I could get a new damn phone w/a different providor for that.

After 4 hours on the phone, 6 different CSRs, and 2 different supervisors I got what I wanted. The cheapass phone replaced for free. I still was stuck w/the original battery that gets 3 hours to a charge.

So I drive around in the Minneapolis metro and have frequent call and service drops. I have to redial numbers 10+ times after 9pm because I just can't get through. Sometimes a call will go through and will drop after a minute forcing me into an AOL-like re-dial session from 1997.

I got a T-mobile Sidekick. I have had to call them twice. Once for money back and once for changing my plan (upgrade).

No sweat, no complaints, no bitchiness, no nothing. My calls don't drop, I can get a call through on the first try, and my roaming is free.

Sorry but T-mobile doesn't suck as bad as AT&T for me.

Re:There's also: (1)

cheerios (741510) | more than 10 years ago | (#9393500)

are Singular and Cingular the same place??

Call centers (5, Interesting)

TechnologyX (743745) | more than 10 years ago | (#9393208)

I work at a call center here in my hometown ( I'm in college, it's not my fault ) and we have a line group dedicated to things like AT&T ( now.. Cingular I believe ) customer support and the like.
The biggest problem with the line group is that ANYONE can be on it. If you can read at a 5th grade level, type at 10 wpm, and spell decently, you're on. I've heard all sorts of horror stories from the team leaders of people sitting there for 10 minutes going "umm... umm.. I don't really know.. let me give you a different number, maybe they will know.."

If call centers like ours would raise the bar on entry requirements and actually train the agents better, I'm sure we'd see less complaints.

Re:Call centers (2, Insightful)

garcia (6573) | more than 10 years ago | (#9393312)

The call center I worked for while in college hired people that were dumb. Real fucking dumb. Not only did they do that they basically pushed you through training even if you SUCKED at being a CSR. They figured you'd learn as you went.

Well that's all fine and good. Some of us knew what the hell we were talking about. Problem was that AT&T changed *DAILY* yes it says daily what it let us say about stuff. One day we could say this and another day completely contradict ourselves.

It's not entirely the CSR's fault. There is only so much they are allowed to do.

If you get one that sucks hang up on the idiots and call right back. Keeping playing Russian Roulette till you hit someone that sounds like they have half a brain.

Call centers-Can you pay me now? Good! (0)

Anonymous Coward | more than 10 years ago | (#9393371)

" I work at a call center here in my hometown ( I'm in college, it's not my fault ) "

Why apologize? It's not like you're a mass murderer or something. The fact that you have to says more about people's attitudes, than the employee themselves.

"If call centers like ours would raise the bar on entry requirements and actually train the agents better, I'm sure we'd see less complaints."

And pay better. Funny how we want all the good things (e.g. movies, and music, customer service, long lasting products, teachers who can teach). But we're not really willing to pay for it.

Re:Call centers-Can you pay me now? Good! (1)

ajna (151852) | more than 10 years ago | (#9393479)

Funny how we want all the good things (e.g. movies, and music, customer service, long lasting products, teachers who can teach). But we're not really willing to pay for it.
This is not entirely true. At least in some fields quality products that are backed up by good customer service and with a resulting premium price tag succeed. For example, in the downhill mountain biking world, Avalanche Downhill Racing [avalanched...racing.com] rear shock absorbers are widely regarded as being the best [ridemonkey.com] , despite the fact that they cost $550, whereas other shocks will typically run $300 or so...

Re:Call centers (0)

Anonymous Coward | more than 10 years ago | (#9393453)

Raise the bar you say? How about empower the employee with the ability to make the decision on the telephone. I've worked for several large corporations in the Help Desk department. The one problem I always ran into was dealing with the guest and not being able to simply take over the call. Let me make the decision to reset his password, let me make the decision to go down to his office and fix his problem. Yeah we can all dream and in the perfect world I would also be able to walk down to that individuals desk and place a large stamp on the screen saying "do not use until you've learned how to operate a computer". The same applies for call centers. I wish call centers would evolve. Give them the tools to do their jobs, the wage to make the job worth doing and an opportunity to move up the ladder when a job is well done. Most call centers are dead end jobs and there's no 2 ways around it. After having left the industry I still regularly get emails saying "we've got a great Help Desk opportunity for you". Oh please.. The words great and help desk are about as far away from the job description as it can be. I'm not simply saying that Help Desk jobs suck, in my opinion it's the whole mentality that's the problem: "let's get people to answer the phone calls without being able to fix the problem at a wage that's mediocre". I guess it's a double edge sword, as a consumer there isn't much I feel I can do to change the system and the companies certainly won't change unless they have to (the bottom line is always money).

Just my .02763 cents Canadian

Just wait... (0)

Anonymous Coward | more than 10 years ago | (#9393212)

When Voice over IP becomes even more ubiquitous. The likelihood of it taking over #1 as top irritating support is all but assured.

The difference between cell phones and cars (0)

Anonymous Coward | more than 10 years ago | (#9393214)

Also, they are second only to car dealers in number complaints to Better Business Bureaus.

The difference is, the cellphone companies at least use Vaseline.

Car dealers use motor oil and road salt!

I know the reason... (0)

Anonymous Coward | more than 10 years ago | (#9393215)

... Maybe in India people don't use cellphones! They should outsurce people to Singapore... hmm... wait a minute

A joke (by me) (5, Funny)

Chagatai (524580) | more than 10 years ago | (#9393219)

Three guys are standing around, bragging about how good their cellphones are. "I can play poker and blackjack on my cellphone," said the first. "Oh, yeah? Well, mine has a color display and can play games like Splinter Cell on it," said the second. The third guy places his phone on the ground and begins violently stomping on it repeatedly. "What are you doing?!" shout the other two.

"Mine has got Dance Dance Revolution on it."

Re:A joke (by me) (0)

Anonymous Coward | more than 10 years ago | (#9393310)

Hey that's a pretty good joke.

Re:A joke (by me) (1)

Night Goat (18437) | more than 10 years ago | (#9393450)

Hey, for once the mods give something that is actually funny some mod points. I've gotten used to these rehashes of the same lame jokes, that's a breath of fresh air!

More details... (5, Funny)

k4_pacific (736911) | more than 10 years ago | (#9393227)

Commenting upon their second place finish, Verizon and Cingular Wireless both vowed to try harder next year.

Re:More details... (1)

jd (1658) | more than 10 years ago | (#9393307)

The thing that scares me is I'm not sure the comment wasn't more informative than funny... Yeesh!

Related Audio (0)

Anonymous Coward | more than 10 years ago | (#9393231)

If you know urdu/hindi, here's something rather funny you might like to listen:

http://mobilink.uni.cc/ [mobilink.uni.cc]

note, NOT work safe!

Cell phones have customer service? (0)

greymond (539980) | more than 10 years ago | (#9393238)

Since when?

Re:Cell phones have customer service? (5, Funny)

Roofus (15591) | more than 10 years ago | (#9393290)

It's funny. The customer service reps can be rude, disrespectful, and have unacceptable wait times.

But then try calling a payment hotline, I've never talked to such a group of prompt, cheerful jerks in my life!

Always happy to take your money (obviously).

Re:Cell phones have customer service? (0)

Anonymous Coward | more than 10 years ago | (#9393392)

overrated? yeah why not mark down everyone who starts as a 2 - way to go mod...why not try to find the humor in it and give a +1 funny?

Totally saw this coming (3, Interesting)

Fake Trout (720903) | more than 10 years ago | (#9393239)

I've sold Sprint, Verizon, and Cingular at various jobs and its rare that anyone is ever coming in to the store satisfied with the service and looking to continue their contract or upgrade. WLNP should be putting the spurs to the wireless companies by now, but I haven't seen any evidence of any company stepping anythig up. I'm currently a Sprint customer and don't have anything bad to say about them right now, but I know damn well that if I did I might be on hold for 10 minutes before talking to an unreceptive operator.

headline misleading.. a bit :) (2, Insightful)

gl4ss (559668) | more than 10 years ago | (#9393240)

"Cell Phone Customer Service Ranked Next to Last IN USA" is what it should read.. and the companies are saving at the wrong spot.

If they provided better coverage and better service usa wouldn't be a 3rd world country when it comes to cellphone service and usage(so - they'd probably make even more money if they'd just bothered to do it properly)...

Re:headline misleading.. a bit :) (2, Interesting)

leadsling (734216) | more than 10 years ago | (#9393472)

Unfortunately, this is one of those "I have to have it and the nature of the contract makes it that we don't really have to take care of you cause you signed it and you have to pay us no matter what" kind of deals. Like your land line phone service was before competition.

Not to sound like a conspiracy theorist (4, Interesting)

LS (57954) | more than 10 years ago | (#9393246)

But have you ever had a billing error in YOUR favor?

LS

Re:Not to sound like a conspiracy theorist (1)

Scott Robinson (108176) | more than 10 years ago | (#9393278)

Hell yes I've had billing mistakes in my favour! Bank of America gave me $200 once. I told them about it promptly, but due to various legalities and paperwork issues I ended up getting to keep it.

I didn't touch it, though, for several months ... just in case.

Re:Not to sound like a conspiracy theorist (3, Funny)

maxbang (598632) | more than 10 years ago | (#9393317)

But have you ever had a billing error in YOUR favor?

Yeah, but it's been a while. I haven't played Monopoly since I was eight.

Re:Not to sound like a conspiracy theorist (0)

Anonymous Coward | more than 10 years ago | (#9393330)

In a round about way yes...think it's been 6 months now and not a single bill? Gawd I love corporate beaurocricy :D

Re:Not to sound like a conspiracy theorist (2, Informative)

captain_craptacular (580116) | more than 10 years ago | (#9393477)

In a round about way yes...think it's been 6 months now and not a single bill? Gawd I love corporate beaurocricy :D

I'd be careful. You signed a contract detailing what you would pay for what service and you have been using that service. Technically, it's not the companies responsibility to remind you to pay. In other words they can perfectly legally charge you interest, late fee's, or just refer you to collections and shut down your service.

Re:Not to sound like a conspiracy theorist (1)

josh3736 (745265) | more than 10 years ago | (#9393335)

But have you ever had a billing error in YOUR favor?

I think that many people wouldn't even notice it.

You glance at amount due, it's under what you'd notice as suspicious, so you pay and never think about it.

Re:Not to sound like a conspiracy theorist (-1)

Anonymous Coward | more than 10 years ago | (#9393505)

Yes. $9000 from MBNA and $36,000 from my bank.

the pics (5, Funny)

maxbang (598632) | more than 10 years ago | (#9393247)

I love the pictures in the article. They just show people merrily using their cellphones. It would make more sense if they showed the angry users, you know, the ones who smash their phones to teeny tiny bits, feed the bits to a squirrel, and then smash the squirrel into teeny tiny bits.

script readers... (4, Funny)

ejaw5 (570071) | more than 10 years ago | (#9393250)

I once had to make a long distance call to a company to order a development board, and being a bit paranoid at the time I wanted to ask my provider (T-Mobile) about cell phone security. (I don't have long distance service on my landline) Here's how it went down from what I remembered:

Me: Yes, I'd like to know if your cell phone service is secure for making an order over the phone?

Support: Ah, you want to buy a new phone?

Me: (?!!) No. I'm asking about the security of cell phone usage. See, I'm planning on placing an order over the phone from a company.

Support: You have a phone from another company?

Me: No. I want to know if someone can intercept my cell phone call.

Support: T-Mobile does not record and monitor your calls.

Me: Thanks.....have a nice day.

I was hoping for a "Yes, the service is encrypted" or something. Guess that's what I get for being lazy to research myself.

Re:script readers... (1)

GigsVT (208848) | more than 10 years ago | (#9393362)

You can always dial something like 10-10-321 on your landline to make long distance calls... it's not very expensive. If you only make a few long distances calls a year, it's definitely better than any plan where you pay a fixed amount every month.

Re:script readers... (1, Funny)

Anonymous Coward | more than 10 years ago | (#9393369)

I can pick up frequency hopping analog calls on my TV. The conversation hops every few seconds, but it's far enough apart to serendipidously catch a credit card number.

I suppose if I had a whole bunch of digital capture boards I could re-assemble conversations based on a signal starting on one frequency at the same time as a signal dissapears from annother channel.

CDMA (GPRS) or other digital calls are annother matter entirely.

Re:script readers... (1)

Feztaa (633745) | more than 10 years ago | (#9393421)

The way I understand it is, GSM is encrypted and TDMA/CDMA is not.

Your tinfoil hat is ajar. (4, Insightful)

raehl (609729) | more than 10 years ago | (#9393430)

Who cares if it's encrypted?

Do you think someone is sitting around listenting to people's cell conversations until they hit on one where someone is placing an order, and then write down your information?

If that actually worries you, do you ever actually use your credit card?

Credit cards are not secure. Any clerk at pretty much any place you use it has access to your number, as does any IS employee at any internet company you've ever placed an order with.

The time and money you spent calling T-Mobile to ask about their network was greater than the time/money lost if your call had been intercepted times the chance your call was intercepted. Now, stop driving up my cell phone bill by making T-Mobile pay people to field your stupid questions.

Re:script readers... (1)

edrugtrader (442064) | more than 10 years ago | (#9393495)

well... is it encrypted or not?

Poor Business Model (3, Interesting)

kevman42 (681617) | more than 10 years ago | (#9393251)

Disclaimer: Didn't RTFA

This seems to be a very common complaint about wireless phone, and one of the main reasons I haven't migrated to it. Seems like every person I ask says their plans' customer service stinks, but they've heard such-and-such has a good system. I'll then find someone who is on said system, and they'll tell me that theirs stinks, but they've heard another system is good. Repeat the process ad nauseum.

What I'm wondering is, is the service in the industry really this awful, or is it a "grass is greener" syndrome? Seems to me that it's the perfect opportunity for a smaller wireless company to *gasp* invest in non-outsourced, quality customer care representatives. Word of mouth will spread, and theoretically, people will say "Yes, I like the customer service on this plan" instead of referring you to another company. This will in turn lead to increased customer base, increased satisfaction, and most importantly increased profits.

Of course, then there's still that pesky reception issue to deal with...

Crazy like foxes (1)

Grrr (16449) | more than 10 years ago | (#9393252)


If the entire industry has abysmal customer service, "churn" is reduced ... ?

<grrr>

The conversation in the board room tomorrow... (4, Insightful)

stienman (51024) | more than 10 years ago | (#9393256)

"Sweet. Contracts are up by %15, we cut half our customer service department, and this new report shows that people don't like it. But they keep buying it, so we'll keep shovelling it!"

"Life is good."

-Adam

Re:The conversation in the board room tomorrow... (0)

Anonymous Coward | more than 10 years ago | (#9393372)

I prefer to use the walkie talkies I bought at the grocery store - sure they go through 9-volts like crazy - but I never have to wait on hold.

Re:The conversation in the board room tomorrow... (4, Insightful)

pla (258480) | more than 10 years ago | (#9393407)

"Sweet. Contracts are up by %15, we cut half our customer service department, and this new report shows that people don't like it. But they keep buying it, so we'll keep shovelling it!

You forgot the step that makes it ever-so-much more offensive...

"...people don't like it. So they switch before their contract runs out, then have to pay the rest of their contract off and our early termination fee. Of course, the loss of a customer doesn't matter, because for every one going out, we have someone coming in equally annoyed at our competition".

Once they have your signature on the dotted line, they have an actual incentive to piss you off enough to drop them early. Why would they provide customer service?

Sprint (1)

CommanderData (782739) | more than 10 years ago | (#9393259)

God knows, Sprint is the worst of the lot. Poor coverage, poor roaming, billing issues, bad customer service. You name it, I've had it with them. Too bad Verizon isn't even an option in my area, not that they are any better!

US Cellular... (4, Interesting)

Cyno01 (573917) | more than 10 years ago | (#9393264)

Back in Nov, when portability just started i was switching my prepaid US Cellular number to a contract with Cingular. Not only did it take 2 weeks, and Cingular blamed US Cell, and for some reason US Cell blamed AT&T... But one of the numerous times i spent hours on hold with US Cellular i was transfered to some fruit market. A FRUIT MARKET!!?! Thats when i knew they were just fucking with me for the hell of it and i went and lodged various complaints with the US Cellular customer "service" persons supervisor, the BBB and the FCC. Also prior to all this, one of the times i was getting more minutes (you had to do that in-store for whatever reason) i had to wait in the store for 45 before they got to my name on the sign in list, this was after being skipped over several times (to my vocal objections) by people "just paying their bills", as i was about to walk out the door i loudly proclaimed that they'd just wasted half an hour of my life when all i wanted to do was give them my money, and that was why i was switching to cingular next month.

Re:US Cellular... (1)

hartba (715804) | more than 10 years ago | (#9393445)

Yeah, you're going to switch to Cingular anyway. AT&T bought out US Cellular and Cingular just bought out AT&T. I guess there really is no way to win.

All I know is that if they don't activate this stolen phone I just bought off of Ebay, I'm definitely reporting them to the BBB.

-Barry

Cell Phone Customer Service (1)

Zoshnell (573838) | more than 10 years ago | (#9393266)

Customer service anywhere is alot like sales anywhere, only the duplicitious or the masochist survive. Especially when jobs are on the line based purely on numbers and not customer service in any kind of conventional sense. Thats what you get when you corporatize SERVICE I suppose...

Just playing Devil's Advocate... (1)

Ataru (50540) | more than 10 years ago | (#9393284)

... and these fuckers often remind me of The Horned One, but...

We don't expect undertakers to work for free. Why shouldn't a charge be made for closing a deceased person's account?

Actual Numbers: Throw out Sprint PCS (3, Informative)

eltoyoboyo (750015) | more than 10 years ago | (#9393288)

Here is the list. [theacsi.org] Throw out Sprint, Charter, and Comcast. These dogs are skewing the numbers.

They fail to understand what a "contract" is. (4, Interesting)

ChangeOnInstall (589099) | more than 10 years ago | (#9393299)

I made the mistake of buying a 2 year GSM subscription with AT&T and a Motorola T720 telephone. I did this in response to having major issues with my previous non-GSM phone getting reception. This turned out to be a remarkably poor decision, as AT&T's GSM service was inferior even to their older-technology service, and this particular Motorola phone wasn't even "Alpha" quality (it effectively powered down without notice if it couldn't find service for more than a few minutes, which happened CONSTANTLY).

Anyway, they sold me this stuff, it didn't work, and I was on a 2 year contract. In going back and forth with them for a while, they explained to me that this was an 'unusual' problem, that their GSM service was good, and that the telephone was not buggy (and perhaps I should warranty mine). This greatly conflicted with reports from fellow users of their GSM service and this Motorola telephone that I'd been reading on the Internet....as it turned out there seemed to be a great number of people in my situation.

So I called AT&T and told them our contract was at an end, and to cancel the service immediately. They of course demanded a $175 cancellation fee. I informed that they would not need this fee, as the reason for the cancellation was their failure to provide the services which were set forth in the contract, i.e. cellular telephone service. It takes a LONG TIME to explain how this works to any customer service rep. Eventually, they actually figured it out and agreed to part ways without additional costs. I consider myself lucky for not having to take them to small claims over the $175.

Re:They fail to understand what a "contract" is. (1)

Feztaa (633745) | more than 10 years ago | (#9393446)

Was it within the 30 day Buyer's Remorse period? We only charge the $175 ETF if you've been under contract for 30 days or longer.

Re:They fail to understand what a "contract" is. (1)

ChangeOnInstall (589099) | more than 10 years ago | (#9393514)

Was it within the 30 day Buyer's Remorse period? We only charge the $175 ETF if you've been under contract for 30 days or longer.

It took me 45 days to realize I'd been fleeced, when the rep told me I was 15 days out of luck. It takes a little while before you're friends start to ask "how come you never pick up your phone," and you find out that that "service not available" message actually won't go away until you reboot the phone (and the phone didn't initially SEEM to go into this mode as often).

After cancelling I switched to Verizon, basically for the reasons that their customer service was supposedly higher rated and that they were NOT pushing GSM technology yet. I'm since amazed at how neat it is to actually have a phone that works most all of the time.

Tiscali (1, Interesting)

t_allardyce (48447) | more than 10 years ago | (#9393316)

I know its not cell phone but Tiscali cut us off one day without any warning and gave a recorded message every time we dialled out, there was no number given to call, there was no number on the bill even! none of the support numbers we found would connect to Tiscali's own bloody service, and the message didnt even mention the name Tiscali! it just said contact your service provider. after spending time calling on (a separate) mobile going through several departments we were led around a total farse, different people saying different things, someone saying it was a billing problem but wouldnt let us pay the extra we apparently owed!? in the end one of their own customer service people told us he had switched providers and gave us a rivals name!

That's because cell phone companies suck.. (5, Insightful)

brxndxn (461473) | more than 10 years ago | (#9393325)

They charge for roaming at random. They add fees that were never discussed. They sign you into a 2-year contract and charge you $200 to get out of it when your service wasn't ever reliable.

Tmobile has screwed me over so many times it isn't funny. I have had 3 different days where I could place or receive no calls. All three days happened to be times where I was trying to coordinate events that involved people travelling. Needless to say, I had a lot of people pissed at me. During the blackout in New York, my brother's and my Tmobile phones would not work while everyone around us were talking on their cell phones. When we tried to access the other networks and force our phones to roam, they would allow emergency calls only.

For about a month of my contract, only half the calls could be completed. Oh ya, Tmobile also guarantees nothing about calls being made inside. So, I can't use my cell phone in my own home.

This isn't just Tmobile, though. I had a contract with Sprint. During the first week of the contract, I had trouble getting good service and my calls were getting dropped. They assured me I had 14 days without fee. Then, they sent me a bill for $235. Then, I called them and had $200 removed. They sent me another bill for $35. I also called and had that removed. Then, they sent me to collections for $235. I was able to settle for $0. I wonder how many people ended up paying that $235 or even the $35.

They have confusing minute plans. Tmobile assured my brother that he had free nights and weekends with his $35/month plan. Then, after recklessly using his phone as a camp counselor after 9pm on weekdays, he got a bill for $450. It turns out that he needed a $39/month plan to get the free nights part of the free nights and weekends. Tmobile also kindly let him know that nothing they ever say is contractual - only what is in fine print.

I could seriously bitch about cell phone companies all day. I heard Sprint is making something like $230million this year in fees for saving peoples' old cell phone numbers. That is bullshit. The entire goddamn industry has put fees for every damn thing.

At least when you buy a car, it generally works. There is no cell phone service that works everywhere - and there is no such thing as a cell phone customer who never gets dropped calls (unless they never really use their phones.)

I have ZERO problems with my cell phone service (1, Insightful)

Roadkills-R-Us (122219) | more than 10 years ago | (#9393334)

I have never, ever, had a single complaint about my cell phone service. Seriously. Nothing's late, no billing problems, no mis-answered questions, no problems with coverage. Nada.

Then again, I loathe cell phones, and don't have one. Since 98% of what I hear about cell phones boils down to these two things:

1) Cool faceplates, games, ringtones, etc
2) The service sucks not just raw eggs, but last year's roadkill raw eggs with salmonella and poisonous spiders crawling all over them

why on earth would I want one?

Re:I have ZERO problems with my cell phone service (1)

josh3736 (745265) | more than 10 years ago | (#9393444)

Interestingly, I do have a cell phone but have no problems with it. I have an ancient Nokia [nokiausa.com] , but it is a tank. No cool faceplates, games, or ringtones, but it works in the middle of Yellowstone [nps.gov] . (Service is from Verizon.)

The problem is that people say "ooooohhh! Look at the shiny flip phone with the COLOR screen. COLOR!!!!" Too bad that battery won't last you more than half an hour and the antenna can't get a good signal.

I've logged more than 125 hours of talk time (I'm probably getting brain cancer, but it's more likely to come from my CRT anyways) with nary a dropped call.

I guess good for me, but I guess I'm proof that cell phones can work reliably.

The service here is great (4, Interesting)

howman (170527) | more than 10 years ago | (#9393391)

Being an English (only) speaker living in Japan, I have had no problems with contacting my cell provider (NTT DoCoMo) and getting the answers I need.
I won't go into all the bells and whistles of how great the phones are &c. save to say the only limiting factor I could find was that I had to get a certain brand of phone that had dual language capabilities. Once I chose my phone, everything I got with it was in English, and not the broken English manuals and instructions I expected.
Any time I have had to talk with an operator or contact NTT directly, all I have to do is say Eigo and the person immediately switches to English.
Apparently NTT won't even hire you for customer service unless you speak English as well as Japanese.
I had a setup problem with my e-mail service on my phone, I was getting spam and wanted to know waht to do about it. I called them expecting to be shuffled around or misunderstood, but instead, the woman helping me gave me the answers I needed right off the top of her head without a stutter even though I was not doing the best job of explaining what I was trying to accomplish. In the end, she sat with me on the line and helped me to create an accept list for e-mail messages. Anything not coming from the 20 odd addresses I punched in would not be accepted by my phone. I think this is much better than any block list you can hand me, and much easier on the system side of things too. At the same time I had a question about my home internet connection, also with NTT, and instead of transfering me to another division, she again answered my questions as if she had them written on the back of her hand.
After having had to deal with Rogers and Bell in Canada , and having a nightmare of a time even getting someone who spoke English, dealing with my issues become secondary to being able to communicate, I have found the service and quality of personel here amazing.
As to TV operators, we here have to pay a tax even if we don't have a television or cable, somthing along the lines of the U.K. the only experience I have with the TV guy is when someone comes to the door looking to sign me up so they can collect the monthly tax automatically. Here, not speaking Japanese pays off. I feign ignorance and confusion repeating over and over again TV nai and they go away for a year. So far this has been my only contact with them. Now whether they have tried to contact me by phone or not, I will never know because as soon as some one on the line realises I don't speak Japanese, they usually give up, and so far no one has contacted me in English about the TV tax. I can't wait till they do, in English, so I can practice my French...

Re:The service here is great (0)

Anonymous Coward | more than 10 years ago | (#9393521)

With respect to the TV 'tax': if you're talking about the NHK fee, you don't have to pay anyway. It's a voluntary thing, that they have no power to enforce. They rely on people being well mannered enough to pay up if they liked the service (which, being Japanese, lots of people do).

ATTWS (1)

Anonvmous Coward (589068) | more than 10 years ago | (#9393398)

I've recently moved to California, and I'm thinking about changing from ATT&WS to Cingular. (Comments on this particular switch are well appreciated...) I've been kind of going back and forth because Cingular has a better rate plane, but AT&T has the cooler phone. Well what has clenched it for me is that I went by the ATT store and they had a hand written sign saying "Computer's down, we can't play with your records." About a month earlier, I called them and their computer was down. Uh... not that I think their computer has been down a month, but that seems awfully frequent.

So is Cingular any better, or is the grass just greener?

Re:ATTWS (1)

jumpingfred (244629) | more than 10 years ago | (#9393451)

ATT was having really bad computer problems. I think that it may have been down for a month.

Re:ATTWS (2, Informative)

Feztaa (633745) | more than 10 years ago | (#9393508)

ATTWS will hate me... ;)

If you port your number away from ATTWS, the LNP system is really weird. It'll prorate your monthly service charge and your monthly minutes, but then it'll debit your MRC back so that you're paying a full MRC but getting prorated minutes. This happens to every single person who ports their number out of ATTWS. Just call us, we'll credit it back to you if you complain loudly enough.

True story: I had a guy who was on some $79.99 plan for 900 minutes IIRC, on his bill he ported out in the middle of the month so he only got 450 minutes for the month, but was still paying the $79.99 for the full month of service, and he had overage charges on the bill, too, for going over his 450 minutes, even though he was well within his 900 minutes. I offered to either credit him half his MRC so that his bill would be for half a month's service with the overage charges, or to credit him the overage charges so that he'd be paying for a full month's service. Since the MRC credit would have been $35 and the overage charges were $77, he obviously decided to pay the for full month's service and get the full month's minutes.

Thought about the cable companies (3, Insightful)

redphive (175243) | more than 10 years ago | (#9393401)

I would be interested to know if the fact that cable companies have the lower customer satisfaction, based on the fact that it is much easier for customers, and 'anomolies' in gerneal to interfere with the service. Having worked for a cable company for a good portion of my working years, I know all to well the type of problems that can arise from customer intervention.

When customers are approached (admitedly, not always with the best method) regarding their handiwork, they do become defensive on the matter, perhaps citing poor customer service in the process. Additionally, the broadband RF spectrum that cable providers make use of (53MHz to 850+Mhz) is filled with oodles of sources of interference. (Pagers, Ham Radios, etc)

Also, my work in the cable industry has been entirely in Canada. I think that the canadian cable industry is a lot more mature, and two of the 3 major companies have strong family roots. I believe there is a stronger sense of customer responsibility north of the border when it comes to cable.

Re:Thought about the cable companies (1)

redphive (175243) | more than 10 years ago | (#9393428)

I am sorry... after posting this, I noticed it was slightly offtopic... my bad

can't be worse (1, Funny)

Anonymous Coward | more than 10 years ago | (#9393415)

then calling Dell....

MLife, from one who's lived it. (5, Funny)

Erik_the_Awful (675368) | more than 10 years ago | (#9393417)

WHen it takes 3 days to activate service you were told would activate in 3 hours, THAT's MLIFE.

When the nifty new features that modivated you to purchase the phone in the first place don't work, or when "customer support" uses paying customers to beta test nifty new features, THATs MLIFE.

When you have to hold for AT&T's billing department FOR OVER AN HOUR to explain to them that you canceled their so called service a month ago, and that you just ain't gonna pay 'em any more, THAT'S MLIFE.

When AT&T bills you after you've canceled the contract because AT&T didn't deliver the promised service, THATS MLIFE.

When AT&T sends you to collections because you are so f$cking fed up with AT&T's complete and utter lack of service that you just can't stand another Minute on hold, THAT'S MLIFE.

When you carefully read the terms of service and contract before you sign up, then try to cancel the contract within 30 days without penelty as specified in the contract, you your life goes to hell, THATS MLIFE.

When you've been on hold for so long that you start writing sarcastic replacements for AT&T's marketing, THATS MLIFE.

When you start looking at cell phone sales droids as generally having less integrety than your typical car salesman, THAT'S MLIFE.

When you've had such a searingly horrible experience with a big nasty f'ed up corperation such as AT&T that you VOW that you will never use ANY service from them EVER EVER AGAIN, THATS MLIFE.

Similar thing happened to my family (2, Insightful)

Bradee-oh! (459922) | more than 10 years ago | (#9393431)

Last year my grandmother was diagnosed with Lou Gehrig's disease and swiftly took a turn for the worse. She had a cell phone through Verizon and was on the family plan with myself and my mother. Once her condition degenerated to the point where should would never use a phone again, my mom tried to cancel her line with 6 months left on the contract. They said flat out "no", even after my mom's explanation, sending her home in tears from their complete lack of compassion.

2 months later after the funeral was behind us, I decided to call and see just how high up I could get by asking for supervisors. At this point, with 4 months left on the contract, and my grandmother actually deceased instead of just of ailing health, despite my explanations and disgust with their customer service, I didn't get very high up and got shut down within minutes.

That was 5 months ago. The INSTANT we paid our last bill on contract, I waltzed into the nearest verizon store with a typed letter of open digust to attach to the form for my reason for no longer choosing their service. We have since moved on to a different provider with inferior coverage but much superior customer service.

It amazes me that with all of the competition in the cellular market ANY company can get away with treating people like that and not suffer a mass exodus of customers. I suppose its because of the fine tradition they have of locking us in to contracts - fortunately, laws (such as California's new cellular fairness law) and competition are slowly starting to change the landscape. When a 30 trial period, a ban on small print, and much shorter contracts are the norm I would not be surprised to see the customer service shape up industry-wide.

Re:Similar thing happened to my family (1)

Erik_the_Awful (675368) | more than 10 years ago | (#9393480)

IANAL, But I think the contract is only enforcable on the person who signed it. You should have told Verizon to FO&D, and to have fun taking your deceased loved one to collections. You know, if we customers ever find a way to screw the phone companies out of as much money as they had screwed us out of, we'd go to jail. Can you hear me now?

epiphany? (1)

zx-6e (604380) | more than 10 years ago | (#9393464)

And this is surprising because?

sprint sucks (3, Informative)

Trailer Trash (60756) | more than 10 years ago | (#9393499)

Ironically, I just got off the phone with sprint, my cell and local land line provider. They're charging me for calls from 7PM to 9PM, but I thought they'd changed that.

Well, for another $5/month they will. What utter bullshit.

But it gets better. I'm paying $65/month for 800 minutes. I get charged 40 cents/minute after it. They can't charge less per minute, or so they say, but I could get 1100 minutes each month if I want. The price? Well, the same $65, they just don't automatically move customers.

Fine. I say switch me. She says there's a two year service agreement. Again, bullshit. I've been with them for 5 years. Then she tells me that I have some 2 year agreement that's up next year. I didn't even know about that faux agreement. It was verbal, according to her, but she was a bit short on details.

I asked to speak to a supervisor and, after a few minutes, lost the connection.

This is stupid. If anybody knows of a better provider, let me know.

Cellphone reception easier to find than cust serv? (3, Insightful)

mdrejhon (203654) | more than 10 years ago | (#9393504)

The question isn't always customer service or cellphone reception, but which of the two is easier to find.

The unluckiest people are the ones where cellphone reception is EVEN HARDER to find than customer service!

ln -sf /dev/random /dev/cellphone
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