More Complaints Filed With FCC Last Year
The overall increase is surprising
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 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
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In the past billing issues has been huge and so has coverage issues.
As an industry we need to stop ripping on each other and put our houses in order in the estimation of the American public. It appears in the eyes of those who matter we have a long way to go.
SPCSVZWJeff said:It's the American public. There is no satisfying it.
I didn't read the entire article, but it would be interesting to know about the nature of the complaints.
In the past billing issues has been huge and so has coverage issues.
As an industry we need to stop ripping on each other and put our houses in order in the estimation of the American public. It appears in the eyes of those who matter we have a long way to go.
SPCSVZWJeff said:I'd like to think I'm reasonable, but some days I question that.
I don't know that I can agree with that. There are industries that receive way less complaints than the wireless industry. They just want a good value for their money. And we need to face the fact that since they pay our salaries we need to accomodate them as much as we can. Some of their demands and requests are unreasonable, but overall our customers are like you and I, reasonable people.
this industry is terrible. the average carrier spends about 2-6 billion dollars per year and they cant get their network to be no dead zones and have great coverage. and their billing should be better too.
it is a shame, but its a neccessity for us to have a cell phone, so they can take advantage of all of us.
what can we do? NOTHINg!
I have read so many replies now that point to the lack of intelligence of the consuming public, the unreasonable nature of customers and the fact that somehow the numbers are "fixed" to make certain carriers look bad.
My reply is:
1) Yes there are a great deal of consumers who do not understand the wireless industry. So educate them rather than belittle them.
2) Yes there are unreasonable people in the world, I deal with them every day. But I deal with far more reasonable people. My question to the Cingular reps would be why are your customers more unreasonable than Verizon's or ...
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SPCSVZWJeff said:...
Or maybe we can get a grip on reality. The carriers who had the lowest amount of complaints have met their customers expectations better than the others have.
I have read so many replies now that point to the lack of intelligence of the consuming public, the unreasonable nature of customers and the fact that somehow the numbers are "fixed" to make certain carriers look bad.
My reply is:
1) Yes there are a great deal of consumers who do not understand the wireless industry. So educate them rather than belittle them.
2) Yes there are unreasonable people in the world, I deal with them every day. But I deal with far more reasonable people. My question to the Cingular reps would be why are your customer
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A) Additional technologies that people are still learning to use that were either not available before, or were not widespread (I'm thinking PTT services like Sprint's Readylink)
and
B) Chan...
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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 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
(continues)
This forum is closed.