Cell phone companies suck. They all do, no exceptions.
The newest d&*EYd cell phone, which was supposed to be a bargain (at first) has now cost me $500 so far. I had to return the initial one which I purchased through the internet, believing that would save me both time and money. HAH! So far Metro PCS is sucking as bad as ATT/Cingular Wireless. Can ya hear me NOW?
Annoying Phone Rep: We're sorry, Dr. Saur. We can't help you figure out why the screen's not working. You could try Nokia customer service. Or, you could just return the phone for a refund which will be deposited in your acct. once we receive the phone. In the meantime if you still need a cellphone...
ME: Of course I need a cellphone. It's for business! I even sleep with it!
Annoying Person: Yes, then, you might wish to buy one from a nearby store.
ME: I would have but you guys assured me that your customer service was superior, as well as your prices being better? I was even transferred to customer service to demonstrate that! What happened?
Annoying Person: I'm sorry, Dr. Saur (in a bored, clinical tone of voice)
ME: ARRRGGGHHHH!!!!!
So... my assistant was kind enough to box it up for me and mail it off, and I trotted off to the phone store to plunk down another $250. Not that I'm complaining or anything. The Cell Phone Gods might hear (I think they're related to the Nordic gods below. Shhh!)
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21 comments:
Oh my god. I'm actually first to comment. That's a first.
Anyway, yep. Same about UPS.
it is annoying. Some where over the last few years "customer service" in many companies has moved its focus from "Service" to "cost to serve". Wells Fargo (whom I despise) is considered the model for this
In thier efforts to focus on cost, they are failing to serve and losing customers as a consequence. I used to be with AT&T and was satisfied until Cingular acquired them. I started having continuing problems with billing snd switched to Verizon. When Cingular asked "why"? they only had a preset list of reasons. "unresponsive" and "don't care" were not on the list. They are looking in the mirror with blinders and do not want the truth to confuse them.
This is a disturbing trend in a lot of American business. I can only hope that some one will have an epiphany and rediscover Tom Peters or some one with the same message and he will be heralded as the prophet to lead business to the new promised land.
Look for more trouble ahead as cell phone companies continue to merge. One thing I might suggest. I've got Cingular, or whatever they're calling themselves these days. Inside the phone is a small chip. I could be wrong, but I believe you can take out that chip, stick it into a similar slot in a different phone.
If I'm right (I havent tested this yet), go to whoever you want to be your provider, get the free phone with the chip, then go see Shady Bob the Cell Phone Guy at the local flea market, pick up a new phone cheap, and put your chip into the new phone. Then, even though you wont have any customer service for your phone but Bob (who must look at you while he lies), it cant be much worse than the service provided by the cell phone company and you've still got the free phone as a back-up (just dont loose the chip).
I've had Sprint, Verizon and Cingular...they all have their own unique suck!
SO real! I have made plans to personnaly assassinate the cable customer service for the same reason: terrible manners!
I used to work at a bank's customer service dept and we were under strict orders not to divulge the call center's address - hmmm, I wonder why.
Although after having had the worst costumer service experience of my life, it all came together.
Maybe we should start an association against bad customer care.
CASK: Clients Against Stupid Clerks may be a good name.
Any thoughts?
Saur,
About a month ago I switched to the Treo 700. I like the Outlook connection. The last time I got mad at my service provider my identity was stolen, be careful.
Arrrgggghhh is right! I'll be in the market for a new phone soon. Not looking forward to it at all.
I'm on the exact other side of the spectrum right now. Our contract recently expired, so we got upgraded camera phones and spent a lovely day in the park overusing them. Good luck with your next one.
Gosh, you are right!
The customer sevice where people really seem to care is a thing of the past.
I have even worse problems with the cable company. It takes forever to even reach a human being!
"Can you hear me now?".... oh that was classic! I started laughing right there.
I can understand your frustration and have been there myself. Currently I spend over $60.00 per month on a cell phone, and don't use near the minutes I need. They get rolled into the next month, but big deal... I never get around to using them either.
A friend of mine has T-Mobile and told me to switch there as she gets 1000 minutes and only pays $49.99 which includes taxes, etc. (I currently have 600 minutes with Cingular.)
Add together my home number (which I'm about to cancel) and my cell phone, and I pay over $150.00 a month in phone charges. It's too much, and I'd rather have the money in MY pocket.
For some reason the mobile phone industry in the US is very backward, I remember when we had all the latest handsets back in 03 and you guys were still wandering round with these massive walkie-talkies.
Having checked out the price deals on mobile phones in the US, you guys get ripped off, not only on handset prices but also tariffs.
Any ideas why?
I SO feel your pain. ALL cell phone services suck. And worst of all, most representitives will rush you off the phone because they literally do not know what else to do. There isn't enough training involved. I was in telecommunications before and the lack of training is absurd.
I'd rather send smoke signals.
We are going to be changing providers soon (only 2 available where we live) and I'm not looking forward to it. Almost 2 years ago when we bought our phones, I got the "freebie" and Cranky paid for a "better" one. Mine has much better reception and surprisingly, Cranky hasn't thrown his through a window yet.
In Atlanta I always went to a store because most salesmen I met would tell me which phones were returned the most often and which phones customers kept. I think I will try that again...
p.s. When I HAD a choice, I thought T-Mobile was the best.
Agreed.
And if the company does not suck, the phone itself does!!!
Hope you are well, Saur.
What did we do before we had cell phones?? I hate hate hate signing the 2 year contract. That is a rip off!!
One of the many reasons I do not have a cell phone. Just don't think i need one anyway. Why pay for something i don't think I need?
Cell phone companies suck.
Rebates suck.
Technology sucks.
Sucking sucks.
I have benn with Verizon now for over 10 years, I have intermittently tired every cell company out there, when my employer paid for the phone. I finally told him I would pay for my own if I could go back to Verizon. Their service is that good. Eventually I raved so much that my boss changed everyone to Verizon and everyone loves it....
My 40 hour a week job involves dealing with cell phone companies on a daily basis. You are right, they all have their problems - all of them. It is isn't coverage, it's billing, and if it isn't billing, it's customer service and in-warranty replacements.
There are times when I wonder why in the world it is so complicated - it is the 2000's for crying out loud!
Eddo, I will tell you what it is. Purely and simply, it's that everyone is so busy saying "Not my job" that no one is doing their job. Gone is the belief of the 80s that the customer is always right, replaced with the suspicious "the customer is always wrong and when in doubt, treat them with that assumption."
TSB, I've heard wonderful things about Verizon! But I'm sure there has to be a fly in the ointment, no matter how small: a gnat, maybe?
Alex, you said it!
Brianne, some day you won't be able to live without it. You'll be connected to it as a child is connected by an umbilical cord. It will cleave to you like a siamese twin. It... it.... OK, I think I'll stop now.
Reverberate, welcome! I checked out your blog. Very nice! We like the same things, it looks like!
Auntie Jo, Oh yeah. The contract. I wouldn't sign one, so I went w/ Metro PCS which is month-to-month billing. I hope the quality is good. I was assured it was...we'll see.
Barbara, ;o)
Notsocranky, T Mobile? I hadn't heard much of it, good or bad. I may have to look into it if this current arrangement doesn't work. You're right about phone stores; that's the only way I'll go from now on.
Deb, smoke signals are lookin' good right now. I'm thinking I've got a lotta deadwood out back that will need to be thrown out before hurricane season. Maybe I've found a higher purpose for it...
Daniel, really??? We must be really getting ripped off royally. I don't know why, but I suppose they're charging what the market can/will bear. I'd sure like to know why, though!
Mr. Fab, you make me sick!
OK Slick, excellent analysis and very true.
Ellen, well, Metro PCS may come to your neck of the woods soon. If so, it seems to be a good deal. They've dropped some of my calls, but overall it's not bad so far *knock on wood*.
Lee Ann, you're right. It's soooo hard to get a human. I end up punching the buttons to whatever is most likely to have humans in its department: usually sales. Then I ask to be transferred to a real human in the dept. I want
Jessica, who's your phone svc with?
Monique, good luck with that! Check in with me when you do and ask how Metro PCS is working out...
Mr. Gator, you are SO not techno-savvy. ;o)
Suzie, :P phhhhttthhhbbbttt
Beav, I like CASK! Sign me up as a founding mother.
Nihilistic, sad, but true.
Daveawayfromhome, I thought that too! But only cingular/att phones have got that chip. So it's fine if you're switching only phones, but if you're switching services, you're SOL. *sigh*
Mallory & Dan, the state of customer service is appallingly poor right now. I think it's a backlash from the too-engratiating 80s when the customer was always right. I'd settle for being viewed as right for 50% of the time.
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