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Replying to:  How's the Service????? by peteacher   Oct 6, 2006, 11:05 AM

Re: How's the Service?????

by ricktn    Apr 11, 2007, 10:36 PM

As a long time (over 5 years) satisfied Cricket customer (but no other affiliation with Cricket) from Knoxville, I would suggest those of you from some of the newer Cricket markets be patient and give them a chance. Their service here has steadly improved and is currently excellent.

As an owner of a construction company that uses several cell phone providers, I have had an excellent opportunity to compare the different services in our area. In fact, over the past few years, we have used virtually every local cell service provider. And since I am a heavy user (3 to 4 thousand minutes per month), I truly know the weak areas of each provider in our market.

I can say without reservation that in the local "unlimited" Cricket market area, Cricket has one of the best, if not the best, service available in our area. This comment is in reference to the actual phone service, not customer service. That is not to say they are perfect, as no provider is, but my overall call drop rate for cricket while traveling through the local area is less than 1 call dropped per month - at least equal to the next best carrier - and far better than the worst. We have a non-CDMA carrier, which I will decline to name, with whom it is near impossible to drive across town without dropping a call. And to give this carrier the benefit of the doubt, I have tried 3 different handsets, thinking that that might be the problem, all to no avail. On the other hand, we do also have a couple of other excellent Knoxville carriers in addition to Cricket.

While the Cricket plans may not be for everyone, especially those who travel frequently, their model certainly deserves serious consideration for certain users. Especially those who are heavy users and who travel infrequently. However, having said that, they now offer new roaming plans which have become much more attractive and reasonable. I have found their roaming service, which no longer requires "two-stage" dialing, to work flawlessly everywhere I've been. When you also consider the other unlimited amenities, such as Moble Web Portal, National Extended Service (which means unlimited service in ALL 50 or so Cricket markets just as though you were in your home market), SMS, MMS, and long distance, Cricket suddenly becomes VERY attractive for some users.

My experience with Cricket customer service over the years has been a mixed bag, but more good than bad. For the most part, their reps. have been courteous and helpful. I have been frustrated a couple of times, but have ultimately always been able to resolve any issues to my satisfaction. In comparison with other carrier's C.S., I would rate Cricket above average overall. I would suggest, however, that any issues be addressed over the phone, or if in person, by using a Corporate Store (as opposed to an Authorized Dealer) during "off-peak" hours. Since Cricket uses a "pay-in-advance" billing cycle and does not require a credit check, they seem to attract clientele with higher than average account payment issues. These type customers tend to dominate a lot of the customer service rep's time - which can be frustrating when you're standing in line behind one of them.

One other of Cricket's policies I rate as a plus is their "no-contract" policy. While I do sometimes grudgingly sign other carriers' service contracts when the benefits of their plans out weigh this requirement, I still don't like the feeling of being "forced" to stay with a carrier. If they provide good service at a good value, they shouldn't need a forced "minimum service requirement"!

One final comment regarding Cricket's web portal for those who like to have internet access on their cell phone. I have found a work-around which gives access to sites beyond the Cricket portal. By first accessing the URL: www.google.com/gwt/n (by using the "enter URL" menu selection), and then entering the URL of the website you want to visit in the entry box Google provides, you will be able to access virtually the whole internet! This Google site automatically formats a standard site to fit your cell phone screen. This is another unlimited perk with some of their plans which I've become quite fond of (for checking stock market quotes, etc), that I never thought I'd use until I tried it.

I hope these comments have been helpful so some. I do allow private contact for those with questions.

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