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More Complaints Filed With FCC Last Year

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The overall increase is surprising

bonovox

Mar 29, 2005, 6:50 PM
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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Zaniphan

Mar 29, 2005, 6:59 PM
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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nextel18

Mar 29, 2005, 7:02 PM
i agree.
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SPCSVZWJeff

Mar 29, 2005, 8:01 PM
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.
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muchdrama

Mar 29, 2005, 9:53 PM
SPCSVZWJeff said:
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.
It's the American public. There is no satisfying it.
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SPCSVZWJeff

Mar 30, 2005, 11:28 AM
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.
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muchdrama

Mar 30, 2005, 4:03 PM
SPCSVZWJeff said:
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.
I'd like to think I'm reasonable, but some days I question that.
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nextel18

Mar 29, 2005, 10:04 PM
when i was doing the reading, it basically said what you said. lack of service, and billing problems especially with roaming and things of that nature.

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!
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Xzavier21

Mar 30, 2005, 3:16 PM
uhhhhhh get a land line, carrier pigeons, telepathy, pager/payphone, internet, dont comunicate, cut out your tounge, swicth provider's, prepay, be a hermit, tons of choices, you always have a choice, pick one, oh yeah forgot you can always jump off a bridge to
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SPCSVZWJeff

Mar 30, 2005, 6:29 PM
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 customers more unreasonable than Verizon's or ...
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Xzavier21

Mar 31, 2005, 3:22 PM
I like your thought's jeff, live long and prosper in the wireless industry
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BetterThanJake

Mar 31, 2005, 4:23 PM
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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lordrevan05

Mar 30, 2005, 2:29 PM
😡 Well I work for CINGULAR and am biased as hell...against the company our billing really sucks, our FT plans really suck and our data plans suck. Individual rateplans are cool, but other than rollover (which no one really gives a damn about) things are pretty craptacular here. 🙂 Have a nice day
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nextel18

Mar 30, 2005, 4:06 PM
have a nice day too and thank you for your opinion.
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DDA

Mar 29, 2005, 7:16 PM
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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amosjones

Mar 29, 2005, 7:25 PM
That is a valid point, however the chart shows complaints per million customers. so it realy take into account the overall grown of the industry.
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Wereling

Mar 31, 2005, 2:27 PM
Yes, and no. While the sample size (1,000,000 people) stays the same, keep in mind that the demographic will be changing. Previously, the people who got cell phones were by and large those who wanted them, and who were fairly confident of their use. I suspect that if you look at the demographic of those who have added, you'll find a lot of "last mile" customes who are finally adopting cell phones as the network gets to them. IANAD (I Am Not A Statistician), but I suspect that might accound for SOME of the increase. I suspect the rest comes from:

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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muchdrama

Mar 29, 2005, 9:50 PM
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)
...

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