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More Complaints Filed With FCC Last Year

Article Comments  100+  

Mar 29, 2005, 5:14 PM   by (staff)

The number of wireless subscriber complaints filed with the FCC went up almost 38% from 2003 to 2004. The Consumers Union (the organization responsible for Consumer Reports) compiled all the data. Cingular, when combined with AT&T Wireless because of the Fall merger, received the worst feedback of 289 complaints per million subscribers. Cellular One scored nearly as poorly as Cingular. T-Mobile, which has won J.D. Power's customer satisfaction survey the past few years, was third from the bottom at about 180 complaints per million. Of the national carriers, Verizon scored best with only 76 complaints per million, however U.S.Cellular took top honors with 39 per million.

more info at Consumers Union »
more info at Wireless Week »

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Comments

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This forum is closed.

dmevis

Mar 29, 2005, 9:54 PM

Why are GSM providers worse than CDMA providers?

From the data, it is clear that the cellular providers employing GSM technology have many more complaints than the cellular providers employing CDMA technology. Is there any reason for that? Does the underlying cellular technology play any part in the number of complaints? Or is it just bad management?
it could have to do with bad managment becuase as you can see cingular/att wireless, tmobile are on the gsm network and they have higher complaints while sprint and verizon have the lowest complaints. i have experienced and is told that cdma is a litt...
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I think it is because, for example, when ATTWS moved to the GSM network they had a very solid TDMA network up and running. People got so excited about GSM they thought they'd try it out and move to it, only to find out it was still in its infincy. The...
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Let's not jump to any conclusions yet. While the GSM footprint is a bit more fragile than the CDMA footprint it is still very servicable in populated areas.
ATTWS/Cingular and T-Mobile are the only major GSM providers in the country. so if they stru...
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Tmobile is GSM and we have one of the lowest complaints margins, I saw 2 GSM carriers w/ high complaints... I saw 2 Fords and one Chevy busted down on the side of the road today when coming to work does this mean American cars are not up to the build ...
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silvabullit

Mar 30, 2005, 7:52 PM

oh no cingular

make all the excuses you want of why you have the highest complain percentage, but when you have one company with terrible customer service and merge that with another company with even worse customer service, what did you expect?
silvabullit said:
make all the excuses you want of why you have the highest complain percentage, but when you have one company with terrible customer service and merge that with another company with even worse customer service, wha
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Badibada

Mar 29, 2005, 8:20 PM

U.S. Cellular

U.S. cellular ofcourse has the least because it has less suscribers.
Sorry...wrong..this is per million...so ...its all prorated...WAY TO GO US CELLULAR
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Badibada said:
U.S. cellular ofcourse has the least because it has less suscribers.


Einstein, huh? USCC pushes customer satisfaction just like Verizon does, maybe even more. Ask around these parts and you will see h...
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Badibada said:
U.S. cellular ofcourse has the least because it has less suscribers.



Got Edukashun???
nitroxeno

Mar 30, 2005, 9:52 AM

Cingular Named "Carrier of the Year" by Wireless Week

If Cingular is so bad then why is it getting ann award for being Carrier of the year. I think Consumer Reports is so stupid... its not fair to say Cingular is the worst company without taking into effect that when customers hear the word MEGERGER they start looking for reasons to complain... "Oh i just got a dropped call it must be because of the merger! Where is the phone im going to COMPLAIN" or "Wow i went over my minutes... that can't be right it must be the merger screwing up my bill". And then Consumer Reports even comes out and recomends going to Verizon because they had the lowest complaints! I for one want to know where i can complain about Consumer Reports.
stop ur whining orange boy Very Happy
Mostly I agree with you about consumer reports, but we are talking about FCC data and not Consumer Unions opinions. We as an industry can pat ourselves on the back all we want to, but it rings hollow with our customers who are feeling the necessity to...
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cingular/att suck ass. i was with them and i had the worst service. ever since they merged the service for me got worse. i was roaming inside my house. that never hanppened until they merged. i left them and went ot tmobile and i have had one problem ...
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hot_md_guy

Mar 30, 2005, 12:06 PM

The truth about Consumer Reports. C > VZW

Ladies and gentleman. My esteemed colleagues. Rich.

I bring to you somewhat startling facts about Consumer Reports.

Consumer Reports bases their results off of surveys to their SUSCRIBERS! 80% of their subscribers are white collar or suburban families.

This is important because that means alot of lower middle, working class, minorities, etc are not surveyed. In fact it plays directly into Verizon Wireless' breadbasket.

If you ask someone on the street weather they prefer Verizon's pre paid offering or Cingular's more hybrid Go Phone, which do you think they will choose and be more satisfied with over time?

In Pulse is a joke too. I have people laughing at paying $1 a day.

The article itself was highly not credible. Alot of ...
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AMEN!!!!!!!!!!!!!!!
thats nice and all, and I agree w/ most of what you say, especially the opinion part, but this news article was not in reference to Consumer reports, but Complaints filed to the FCC Federal Communications Commission, the people who regulate wireless i...
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That is, without doubt, the lamest blob of Cingular propoganda I've read in awhile. Consumer Reports not credible because a lot of their customers are middle-class? So WHAT? THAT's the broadest cross-section of wireless customers there IS! THAT's your...
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Twisted Evil Twisted Evil Twisted Evil OmFg PwNtz!!! Twisted Evil Twisted Evil Twisted Evil
sucks to be you... over in Michigan they have Minute Packs for VZW which blow GoPhone/TakeCharge out of the water... better minute values AND no auto payment required.
Umm... guys... that's nice and all, but...

"U.S. Cellular took top honors with just 38 complaints per million."

We're not the biggest. Don't really wanna be. We're just doing our thing, which is to say that not doing it bigger, but doing it be...
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edwcarter

Mar 31, 2005, 1:42 AM

Not Suprised by VZW's Impressive Numbers

I may not know much, but as a customer I am very loyal to Verizon. They have always treated me well, and when I call I never wait on hold for more than 3 min max. They also take care of my problems and make me feel valued as a customer. They have the best network hands down of all of the major carriers. All of the above I did not receive while with Cingular, and I have now been with Verizon for 2 years. Just some of my thoughts.
out of curiosity sake, what was your avg wait time with cingular?
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bonovox

Mar 29, 2005, 6:50 PM

The overall increase is surprising

I know that it's only a matter of time before this forum devolves into gloating and rude comments between supporters of the various carriers, but I wanted to see if I am the only person who is at all surprised by the dramatic increase in complaints filed with the FCC. I am not employed by any carrier, but as an indirect dealer who has daily contact with CSR's from several of the major carriers, my personal impression has been that customer care has improved across the board lately as competition between carriers continues to heat up. Maybe I'm way off base here, but I am very surprised to see complaints increase 38% in just one year.

Now I understand that these complaints could be about any aspect of a wireless company's policies or p...
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bonovox said:
I know that it's only a matter of time before this forum devolves into gloating and rude comments between supporters of the various carriers, but I wanted to see if I am the only person who is at all surprised by the
...
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I'd like to see how that percent of increase compares to the percent of increase in people with cell phones.
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bonovox said:
I know that it's only a matter of time before this forum devolves into gloating and rude comments between supporters of the various carriers, but I wanted to see if I am the only person who is at all surprised by the
...
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Zaniphan

Mar 29, 2005, 5:21 PM

Fatality!

76 complaints per million customers?!?


That seems impossible if you ask me, and I like Verizon... I wonder if this was rigged.


I'm in shock at just how low that is...
I'm surprised it's that low, with the BT issues...
...
Zaniphan said:
76 complaints per million customers?!?


That seems impossible if you ask me, and I like Verizon... I wonder if this was rigged.


I'm in shock at just how low that is...
Maybe not rigged...but peo...
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how many poepel take time and effort to complain to FCC, I had problem w/ SPrint they didnt resolve it , talked w/ SUp, they didn't resolve it, did I complain to anybody else (besides these forums) no, but im I going to cancel as soon as contract is u...
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temp

Mar 30, 2005, 9:15 AM

this is pathetic

people file complaints with the FCC, it just goes to show the UNREALISITC expectations of the general american populus. And people sending ARBITRARY complaints to the FCC about billing? COME ON PEOPLE, you used the minutes, quit your b i t c h i n g. Its just so sad to see that people think that their WIRELESS PHONE WHICH WORKS OFF OF RADIO FREQUENCY WHICH IS NOT GUARANTEED ANYWHERE should work on every last nanometer of the US. The fact of the matter is this proves one thing, cingular/att has the largest amount of stupid customers, and verizon must have the least. When will people realize that everything is not perfect and that they have to take responsibility for their actions instead of complaining to people? The current mind set of p...
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USC has the least amount of stupid customers according to the article.
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Cool You are a true scholar my friend
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mmcnier

Mar 30, 2005, 12:33 PM

Whatever carrier you are with....

The amount of complaints received last year doesn't matter. Keep in mind that no matter WHICH carrier you are, the amount of complaints is only a DROP in the bucket.

If 289 people per million complained about Cinuglar last year, this means less than 15,000 subscribers complained.

As you can see... 15,000 is minuscule compared to 50,000,000
mmcnier said:
The amount of complaints received last year doesn't matter. Keep in mind that no matter WHICH carrier you are, the amount of complaints is only a DROP in the bucket.

If 289 people per million complained about Cinu
...
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I'd say that 15,000 pissed off customers is a lot more than I'd like to have- let's just say that they all tell one friend, who then decides not to go with that carrier because of their friend's bad experience. Word can travel fast like that. I woul...
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goldenkidx

Mar 30, 2005, 2:41 PM

Cingular / AT&TWS

I don't know why cingular / AT&TWS has such a bad reputation for poor service and most complaints. I switched to AT&TWS from VERIZON last november before the merger and my service is so much better. I used to get so many dropped calls with verizon and they're supposedly #1. Also, they have the worst selection of phones ever.
Have you called your new cust serv lately since the merger?? have you had to resolve any mistakes, if not thats why you havent noticed, when I was w/ at&t I called twice once to place warrenty exchange and once to cancel my serv, for people like that ...
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bolthead

Mar 30, 2005, 12:10 PM

Two Thoughts

First I believe the reason CDMA won out over GSM is that at the end of the day all of the gadgets and cool phones cannot make up for spotty coverage and poor call quality. If you look at all of the carriers in the upper complaint range the have one thing in common, incomplete networks.

Verizon, Alltel, and US Cell are all roaming partners and have together developed the most complete wireless network in the US.

Second when they say Cell one rates so poorly are the considering there are two companies that operate under the Cell One brand? If so I wonder which received more complaints Dobson with GSM or WW with CDMA?

My guess is Dobson since they are GSM and there is a pattern of complaints toward GSM carriers
tmobile is gsm and has roaming agreements w/ cingular at&t and cell one and many other carriers and we rated low in the complaint region, and may I say from experience complaints that go to FCC are not really related to reception or lack of issues, bu...
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zaakir

Mar 30, 2005, 10:15 AM

ahah!

proof cingular does suck after all Evil or Very Mad
I'm just wondering exactly in what way do they "suck"? I for one have had Cingular for 3 years and have never had any problem.
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mycool

Mar 29, 2005, 10:54 PM

who cares?

Filing a complaint with the FCC is just as worthwhile as filing a complaint with the BBB. Noone cares! It is so skewed, I mean, I could file a complaint for no reason, or for something that is my fault (going over my minutes and whining about it)... etc etc etc.
yea, that is very true.
You're absolutely right, who even knows how many of these complaints are valid?
Chase me

Mar 29, 2005, 6:27 PM

What About SPRINT

Now I know I'am a die hard Sprint customer but they were not even mentioned now I know it was rigged!!! Surprised Surprised
Chase me said:
Now I know I'am a die hard Sprint customer but they were not even mentioned now I know it was rigged!!! Surprised Surprised


If you look at the full story, Sprint is about 170 per million.
it says on the chart....

sprint= 160 million due to service, 75 million due to billing, 10 million due to all.
 
 
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