Shocker: people loathe cellphone carriers

We know, we know, it may be difficult to understand how companies that lock you in the moment you decide on a phone / plan -- only to be about as helpful as a bottomless bucket the moment turmoil arises -- could be hated. Nevertheless, we can't say we're shocked at all to hear that cellphone providers are among the least liked in all of the service industries. In a recent report released by the Consumer Reports National Research Center, it was found that "fewer than half of respondents were completely or very satisfied with their cellphone service," and sadly, that's hardly different than in years past. Among the biggest gripes were high prices and mandatory contract extensions, and while pro-rated ETFs are fine and dandy, there's still a few less notable carriers that haven't swallowed that pill just yet. As for internal rankings, Verizon and Alltel each scored higher than the rest, and Sprint was found bringing up the rear.

[Via Wired]
Read - InformationWeek
Read - NYDailyNews

[Zach @ Dec 8th 2007 11:46AM]

Really? I actually have been with Verizon Wireless for 17 years (we're talking bell atlantic mobile) and I have had no issues with them.

Even about a month ago my new schu740 had its front screen cracked and despite the fact that I was out of warranty, it was my fault, and i have no insurance - they replaced it without question!

Sure they're a tad expensive, but I ALWAYS have service and the calls are clear! Not something I can say about those other guys.

[David W. @ Dec 8th 2007 11:56AM]

In all honesty, they probably only did that BECAUSE you've been a customer for so long.

[Speddy @ Dec 8th 2007 12:59PM]

I'd say that is a bias remark.

[austin @ Dec 8th 2007 4:34PM]

you really should see life outside of that proprietary operating system. its nice when i get a new phone and it isnt the same phone i had before except in a different look.

[Zach @ Dec 8th 2007 5:47PM]

course it's also really nice when my service doesn't blow. Not to mention, I don't have a problem with the updated Verizon GUI. To me it looks a lot better then the ugly Motorola interface or what Sony Ericson is putting out.

Sadly, an iPhone would be nice - but I couldn't afford it anyways from ATT

[Chuckles McGee @ Dec 8th 2007 6:03PM]

Verizon is pretty excellent service-wise, sucky phone-wise. Still, I can look pretty smug and gloat at people showing their iPhones off when I can make a call and they can't.

[JB @ Dec 8th 2007 8:17PM]

"Not something I can say about those other guys"?


How would you know if you have been with the same company for 17 years?

[apstewart @ Dec 8th 2007 8:42PM]

Back in Kansas City, I had a Sprint phone for one year. As soon as I'd step in the house, calls would drop. Spent a lot of time standing on the sidewalk to talk on the phone. After that miserable year I went back to Verizon -- have been with them for about 12 years, since they were Cellular One at least in KC. Again, no problems.

Now I live in New Jersey and I think nobody in the NYC metro area has cell coverage as good as I had it with Verizon in KC. Usually I can talk on the phone in my basement apartment, but I've had calls drop four times before I gave up due to lost signal, and several pix/txt messages refuse to completely send until I restart my phone.

I'm also not a fan of the UI, but last time I had a Motorola phone the phonebook system annoyed me to no end. Rumor is that they now let you store multiple numbers under one contact instead of having "Bob Home" "Bob Work" "Bob Cell" all as separate entries. I'd switch to Cing^H^H^H^HAT&T for an 8525 but now I have too many Verizon friends to give up the In Calling.

[Zach @ Dec 8th 2007 11:29PM]

"How would you know if you have been with the same company for 17 years?"

Just from everyone else's experience that I've heard that I know who has T-mobile and ATT. I just had a friend recently switch from TMobile to Verizon because the echo effect was unbearable when talking to him.

I've had very little to complain about the UI. And next year with Verizon's "openess" I'll be able to take other unlocked CDMA phones and use it without the Verizon GUI so really it's not a big deal.

[AlexL @ Dec 8th 2007 11:46AM]

Exchange-Traded Funds? What does that have to do with this?

[rTwelve @ Dec 8th 2007 12:24PM]

early termination fee.

[Mac @ Dec 8th 2007 11:46AM]

I may be in the minority, but I've had Verizon for about 8 years, and have always had well above average experiences with their telephone customer service. Granted, the bar is set pretty low.

[Luke M @ Dec 8th 2007 11:46AM]

Not surprising to see Sprint in last, I'm currently going through some major headaches myself with them. Can't seem to get this idiotic issue resolved (that THEY messed up and caused in the first place) and even if I could the solution they came up with is still less than ideal for me. All the while my service has been interrupted (in total well over a month now) and I'm still having to pay for it.

It's the most contrived, ridiculous crap ever and if I had the time and money for a lawyer I'd think about bringing legal action to the table, but I don't so I just have to deal with whatever is thrown at me.

[Michael @ Dec 8th 2007 12:15PM]

I hear you!! I was in a similar situation a few years back with Sprint. They messed up, I had to pay for their mistakes, and they wouldn't give me my money back! 5 months later and a formal complaint to the BBB. I got my money back. Ironic that they demanded the money instantly (which I didn't actually owe them) but it took them that long to return it.....

[Josh @ Dec 8th 2007 2:22PM]

I had similar problems with sprint billing, they kept adding random outrageous fee's to my bill every month, even after having them removed every month. Lately they haven't screwed anything up but reception still sucks with them and i am in roaming more than in service, sad thing is i live in a 2 million people city. Just pathetic. But i hear the rest suck just as much so whatever, i'll just pray to God that google gets the 700mhz spectrum

[jimmyfinch @ Dec 8th 2007 3:47PM]

I had moved to a new state and needed to change my phone number to the new area code. Sprint made me sign on for a new 1 year plan because my current plan was not available in the new area. Sprint then charged a $300 ETF to my visa check card when my old plan was canceled. After several phone calls The best I could get was $300 credit to my sprint account. Since I had just moved and was starting a new job, I would have rather had the $300 in my checking account.

[Evan @ Dec 8th 2007 5:01PM]

I don't know if there is anything good to say about Sprint. One thing keeps me there, 20% percent discount from where I work. Given the option to apply the discount somewhere else, I'd leave in a heartbeat.

[Insert Name Here @ Dec 8th 2007 9:37PM]

I have Sprint and am fairly happy. The trick is whenever you have problems don't call the call center call the corporate headquarters directly. They are always very willing to help you with your problems. This way you avoid hours of waiting for people to talk to their superiors etc and the people are nicer and more knowledgeable.

[CUBSWILLWIN @ Dec 8th 2007 11:48AM]

I love sprint!

[Alex Padilla @ Dec 8th 2007 11:50AM]

Aw, why'd you gotta delete my post like that?! lol, it's all good. glad to see you've included the Evil Empire (AT&T) in the story image this time. btw, I wasn't hatin on ya, I

[Alex Padilla @ Dec 8th 2007 11:52AM]

[got cut off cause of the heart symbol. to continue...]

...I [less than three] engadget.

and at any rate, I don't care too much for alltel, but their commercials are awesome, right Chad?

[ericthebikeman @ Dec 8th 2007 11:56AM]

I must be an oddball since I'm happy with T-Mobile. I was a borderline PITA when I got a Curve, swapped for a wing, then back to the curve. The reps were always helpful and gave me no guff about switching back.
I very much doubt that I'd ever switch to another carrier due to my consistent good experiences with them.

[uberlemurguy @ Dec 10th 2007 5:05PM]

I agree with you. I have been with T-Mobile on 3 phones for 7 years. 0 problems. I am happy.

[MichaelKingery @ Dec 8th 2007 12:07PM]

i absolutely love us cellular... (i felt obligated to randomly post my opinion)

[John @ Dec 8th 2007 10:10PM]

I was just going to post that they didn't include US Cellular in their image. anyway,

I liked them, too, until last week, when I received an $800 phone bill from US Cellular. Did you know you can be roaming without knowing it? Did you know they won't help you out? Does anybody think $800 is a reasonable phone bill?

ps eat that US Cellular; this is just the beginning of my quest to inform the world that you are just as evil...

[AdamY @ Dec 8th 2007 12:08PM]

Hey, congratulations on missing the point readers!

Anecdotal evidence regarding carriers is meaningless to other people. PERIOD. For every numb nuts who says "Well, my VZW service doesn't give me problems," there are plenty more having the exact opposite opinion.

Now, of course, this comments section is going to explode with people who get huffy about their carrier being 'despised' by other people (as if the wireless consumer has a horse in the race about who wins... get real), fantastic. Obviously the point is that when people go searching for a wireless provider, telling them that "They've been ROXXOR for me!" or "I'd rather have my testicles shaved by Stevie Wonder" is pretty much a worthless statement.

The anecdotal evidence varies COMPLETELY across the board. Working in wireless retail, customers would come to me and cancel their service and say "Man, I just don't get good signal at my place, Verizon works there though, that's who I'm going with" and others who would come in and say "I want to cancel my Verizon phone, it doesn't get signal at my house." If you feel like sharing something with people encourage them to research the companies, take advantage of the "trial period" (every national carrier has this, you only pay for the minutes you actually use), and do thorough research of the handsets offered.

I know it feels good to tell someone that "Well, I had to call customer service and they were great last week!" but there are thousands of customer service reps, good and bad in all companies. The fact that you managed to hit the jackpot on the douchebag lottery when you called isn't going to make them better informed about which company to chose.

People that do research, test out the phone for their uses, ask questions, and temper their expectations to the capability of the company and the device tend to be far more satisfied. I hate the carriers, but in America, at least 80% of it is the customers fault.

But whatever. I suspect my comments are falling on deaf ears, and this comments section is just bound to turn into a "Yes it is," "No it isn't" contest between haters/lovers of the 5 majors... That should be productive.

[Michael @ Dec 8th 2007 12:21PM]

Amen! you're right. of course there are people that are happy with their service. it said so right in the article...40%....the point is that there is 60% (or the majority) that don't and that it is across the board with ALL carriers. Yes, ALL, even the carrier that these people are raving about, have screwed many of their customers and the "well I've been with them for X years and never had a problem" doesn't help those poor souls that have been raked across the coals.

Since when did a service industry stop having to provide customer service?

[jdog @ Dec 8th 2007 3:08PM]

80% is the customer's fault? And this is why the industry gets crappy reviews? So, what, when AT&T made a mistake with my account (telling me I forwarded my calls to a landline - when I had the phone TURNED OFF IN MY BAG at a remote construction site in Alaska...where there were no phones to forward it to...and I didn't know the commands to do the forwarding anyway), they gave me the choice - pay the $700 charge for two months (each month $350) OR I could renew my contract for a year. What's a guy gonna do? Finish the year and go with Verizon. They may not be stellar, but as another reader posted, they're the best of the worst.

[AdamY @ Dec 8th 2007 3:50PM]

@ jdog

I realize the company gaffe you had to go through was probably rough, but while you feel that Verizon is "the best of the worst" I've heard of plenty of stories just like yours from all the major carriers.

Because one hasn't yet happened to you with VZW isn't statistically indicative of VZW's overall service record. In fact, as the article notes, NO ONE is happy with their national cellular carrier. If you evaluate the evidence scientifically (that is, based on statistically significant trends, and not anecdotal ones, though you'll obviously have trouble eliminating your anecdotal evidence from your decision, it may not be appropriate to relate those anecdotes to people looking for a proper "fit") you'll find that that's an overwhelming problem throughout the industry.

::shrug::

I'm not trying to minimize your struggles, when I worked retail, I did what I could to help people with stories like yours.

My point is that people get together to talk about their awful experiences with Carrier X, and recommend Carrier Y, new customers join Carrier Y and then experience their own awful experience because they implicitly are lead to believe that Carrier Y doesn't have miscues like that.

When friends ask you which wireless provider do you think they should go with, you're going to increase their overall customer satisfaction by recommending, instead of a specific carrier based on your anecdotal experience, to have them research the company, research the coverage, research the handset, and take full advantage of the trial period (usually a week)

[Zach @ Dec 8th 2007 5:28PM]

"Anecdotal evidence regarding carriers is meaningless to other people. PERIOD. For every numb nuts who says "Well, my VZW service doesn't give me problems," there are plenty more having the exact opposite opinion.

... so your saying that just because I have had a great experience that contradicts what others have experienced, I shouldn't be entitled to post my opinion of service? The article states that NO ONE likes there service. Well I DO like my service so I guess that makes me an outlier and you a total asshole.

[AdamY @ Dec 8th 2007 5:43PM]

@ Zach

Wow, way to hear something that isn't there.

Maybe if you'd try *reading* posts, instead of reacting to them indignantly, we could avoid this problem.

My point isn't that you are bereft of a *right* to speak about such anecdotes, but rather when you offer your friends anecdotal evidence regarding their wireless purchase, you are, in fact, giving them information that is, essentially, useless to making a *good* purchase decision.

There are so many factors that go into making a "good" wireless purchase: where you live, where you use the phone, what type of phone you want, what you want that phone to do, how much you want to pay, type of service, rate plans, contract options, etc. etc.

To believe that because a phone/service worked for you, that it will work for other people is a difficult belief to maintain. This survey just points that out. All I'm trying to say is that while we can all swap war stories (good and bad) about our wireless carriers, statistically, they're all about the same (that is to say, most people are dissatisfied, see TFA). In the grand scheme of things, if you want to REALLY encourage someone to have a POSITIVE mobile phone experience don't try and sell them your carrier and your phone; instead, encourage them to research the company, the coverage area, the handset, and available features and costs, AS WELL AS take full advantage of the national carrier's "trial" usage, that allows you to cancel your service having only to pay for the minutes used.

A holistic approach like that is going to produce happier wireless customers, and happier wireless companies.

My other ax to grind is that while people have Bad Customer Service Story for Carrier X, but none with Carrier Y, there are just as many people with a juxtaposed situation.

Maybe before you start handing out the "asshole" awards, you ought to consider what I'm saying. I'm glad you're happy with your service. I'm not making ANY personal attack on you. If it works, *FOR YOU* then I encourage you to use it. I think when you start telling other people "Oh yeah VZW has great customer service" what you really mean is "I've had great experience with VZW customer service, but there are thousands of CSRs in a given company, and sometimes you stumble across a total douchebag, particularly in wireless."

Like I seem to have done now. In these comments. When everyone else didn't seem to have a problem with it. (Sorry, that was a personal attack, you got my hackles raised by telling me what I was saying without apparently reading what I had actually said).

[Fernando @ Dec 8th 2007 12:20PM]

US Carriers suck, fact. Here's hoping for Carlos slim to come and fix something here! (I'm on AT&T right now and yes, I've already used Mexico's Telcel and Brazil's Claro)

[TRAFFICBLOWS @ Dec 8th 2007 12:22PM]

I choose Verizon just like I vote for my constituents... best of the worst.

[Dean @ Dec 8th 2007 1:19PM]

You, as one of the constituents, vote for your representative. You don't vote for your constituents. Sorry.

[John P @ Dec 8th 2007 12:23PM]

AdamY, that was a great post, I have to say. And now, I'm going to do exactly what you wanted us not to do and give my experience. I mean, that is what the comments section is for, right? What else will we waste our time with?

Im my personal experience, Sprint has been great for me. I've always had clear calls and on Sprint I didn't even know what a dropped call was. I'll be honest, I hate going to the Sprint store, because it would take forever. And sometimes so does calling them. But for me, if they ever screwed up, they fixed it fast. About a year ago I also had to get an AT&T phone for work, and that was probably the worst experience I've ever gone through. I learned the true definition of dropped calls (every other, actually) and bad reception. Not only that, they call me randomly to tell me the company hasnt paid the bill yet, would I like to take care of it? They do get great service out near my ranch house that's in the boonies, but that's really the only plus I've had with AT&T. I dont care who loves whom, but I figure I'd throw my two cents in.

[ShortFuse @ Dec 8th 2007 12:25PM]

I love AT&T's policies and technlogies. (GSM, unlimited bandwidth MEANS unlimited bandwidth, ability to use obex, hspda, mp3 as ringtones, mp3 downloads, ability to change plans and features online without trying to convince CSRs to give you handset data plans on your PDA, minimal modification/branding on phones' OS).

I'll admit i've had success with customer service. They've exchanged 6 razrs because i pretty much kept bricking them while trying to hack with next day delivery. i have like 7 chargers now :).

but all customer service is crap. it's really a crap shoot. but usually, if you know what you want, you're the one helping the CSR find a resolution to your problem, not the other way around. Whatever, I'm used to it. Verizon landline phone service and Verizon DSL is the same way. I've come to think all CSRs are like that. Low expectations = few disappointments.

[Carlos G. @ Dec 8th 2007 12:33PM]

You don't like your service provider? You should see how high Telcel's fares are in Mexico. Oh, and their customer service sucks, too.

[Sim @ Dec 8th 2007 1:02PM]

I bet there would be fewer complaints if it was more logical, say like in places such as ...ooh, Europe, where basically any phone can be used with any network, you have good coverage and service for any number of G... and none of this over-saturation of different technologies that is expensive, pointless, and confusion.

To be fair, we get murdered on price. Especially with the £/Euro - $ there is these days.

[tekdemon @ Dec 8th 2007 1:03PM]

It's kinda hard not to hate them when they all just wait for you to overage then rob you as hard as they possibly can (well, with the slight exception of Sprint's fair and flexible plans, but even then if you overage enough it'll be a nightmare).

[dogjellopoop @ Dec 8th 2007 1:12PM]

I love T-mobile. Plans are affordable, I can switch my plan on the fly online, unlimited EDGE costs an extra 6$.

However, the reason I'm so happy is perhaps because I've been buying my own unlocked phones on ebay (not illegally unlocked, just not tied to a provider, i.e. for the rest of the world). So I can get the exact model I want *and* don't get the crippled bluetooth, limited ringtones, lack of flash, etc. that my friends have on similar locked phone models, I don't worry about termination fees, and I can swap SIM cards into my handset whenever I visit a different country, etc. Maybe that's not the "regular" T-mobile experience.

Based on my experiences, I do believe that if one of the big networks were to provide cheaper plans with no contracts for those of us who like to get our phones independently, they might get the same amount of customer loyalty and retention that they get with their 2 year contracts! Something to think about...

[KMFurDM @ Dec 10th 2007 12:44PM]

And I thought I was nearly alone in doing this. I was sick of buying into contracts. When I am in Europe, dropping a prepaid SIM in is so easy and comforting knowing I can always be in communication with family or friends. That's why I decided to move from Verizon. I felt T-Mobile gave me more options without feeling robbed. Their CS has been good the two times I've had to call them with an issue in three years. The service does drop out behind thick walls or in basements but I understand the limitations of GSM in regards to that. But under normal circumstances in the Main Line (western suburbs of Philly) I have no connectivity issues.

[---ryan @ Dec 8th 2007 1:24PM]

I read the title and thought this was going to be about those silly belt clips that hold cellphones. I loathe those! Put it in your pocket goofball.

[Spike @ Dec 8th 2007 3:06PM]

Awesome! So random!

[Avedis @ Dec 8th 2007 1:24PM]

Mandatory extensions? Only if you want your phone subsidized by your cell carrier. If you can stomach paying the full price for a non-subsidized phone, you do not have to be locked down in a contract.

[mlb @ Dec 8th 2007 1:30PM]

I refused to get a cell phone until I graduated college and got a job. I went with Nextel because my buddies all used them and the push to talk thing was good for us to have. It was fine at first, but once they switched to Sprint their service because absolutely awful. I lived in the middle of a decent sized city and could not get above 2 bars ever. I even moved to a different state during the middle of my time with them and could not get a decent signal. Once my contract was up, I switched to Verizon. I only need basic service and for me Verizon does a fantastic job. I only pay $35/month and never have a problem with service. As I look at my phone right now, I have full signal strength. I even get full signal strength at my parents house, and they live way out in the middle of nowhere. I can't say that I'm surprised that Sprint is the worst and Verizon is rated the best. That was definitely my experience.

[peternj @ Dec 8th 2007 1:31PM]

For the most friendly customer and tech service in NYC belongs to AT&T. They were great compared to Verizon who are plain obstructive. Sadly AT&T coverage is pathetic in NYC.

As for Sprint I love their phones, plans but they have the most idiotic customer care which makes them impossible to deal with. Helio which borrows their backbone has inherited their idiocy to the point of appearing bankrupt and crooked. I returned a Helio Ocean on the 24th of September.. 15 days into my Happiness guarantee and I still have not received my money back.

So it's a good lesson, Verizon, T-Mobile and AT&T all have their foibles but compared to Helio at least they do not employ dubious and possibly illegal practices.

I'll put up with my 2 year contracts, crippled phones as long as Verizon stays honest. So far they have. I wish they could allow my voyager add on paid for email read jpegs and send them. Little things like that would be nice.

Also the more expensive the phones become the less problematic the penalty for breaking contract becomes. To be honest most of us p&*s away 175 bucks in a week yet we whine about paying Verizon the penalty.

Helio offers the best deal in the whole industry, yet clearly you get what you pay for. Helio is a virtual carrier but non the less is a clear warning that when costs are reduced too far you also lose the benefits we have all come to expect from every carrier except Sprint.

Verizon is fine except for their intent to cripple/limit every phone they sell.

[georgel @ Dec 8th 2007 1:37PM]

It seems like no one is happy with anything anymore lets be honest. We live in a country or world were people think things are better elsewhere thats why marriages fail half the time. Customer service for almost every type of company is not great and where i live i cant stand shopping in half the stores like best buy,circuit city because of the retards who work in these stores. -

[JAlexander @ Dec 8th 2007 1:42PM]

Reasoning of a verizon customer: I am going to stick with Verizon because I've given up on having individualistic touches to my phone and I like my phone number.

Whether I like it to or not, I use my phone for only its most basic and central function, which the big V admittedly excels at... As for other things, like handset quality, music, and decent ringtones, I'm finished trying to fight the power. Until this sentence, er, contract is up, I'll be a happy people talker.

[georgel @ Dec 8th 2007 1:42PM]

I have had almost all the major cell phone carriers as well. I had bellsouth as my first one 8-9 years ago,then sprint,verizon and cingular twice. I have not had to call customer service one time so I would argue that half the customer service calls could have been resolved by going online or some other way and the people calling there are just being a pain in the ass. People in general are a pain in the ass as i have worked for a family business and also now own my own online retail website. Anyone who worked in retail or with customers will know what I mean.

[MARSHAK @ Dec 8th 2007 2:08PM]

you americans have it easy. i'll go with ANY of your carriers over fido or rogers or bell canada. canadian cell phone service prices are about double what you guys get. unlimited long distance and roaming on pay as you go? forget it. and coverage is far worse in rural areas of canada (most of the country last time i checked)