Consumer Reports: More Than Half Of Cell Phone Users Dissatisfied

According to the latest survey by Consumer Reports, the cell phone industry is making slow progress addressing a number of issues including call quality, poor coverage, unsatisfactory customer service and contracts. The cellular industry notched a satisfaction score of 67 out of 100, up a point from last year and up two points from 2002, when Consumer Reports began surveying its subscribers.

Respondents were asked if they had experienced any of the following problems in the previous seven days: no service, full circuits, dropped calls, static or difficulty hearing. Companies could earn up to 100 points.

Among the top complaints were the required contract extensions when you change your phone or plan.
But recently several big carriers have announced plans to eliminate these mandatory contract extensions.

Controversial early termination fees are also being reexamined. Several major carriers have agreed to prorate them over the course of the contract

Among the major cell-phone services, Verizon Wireless and Alltel, a smaller provider, got high marks. And T-Mobile was comparable to Verizon Wireless in many cities.

AT&T, home of the acclaimed iPhone, had reported problems with static and gaps in service in many of the 20 cities surveyed. Sprint was consistently among the lowest-rated in satisfaction, dropped calls and customer service.

(December 17, 2007)

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