Everyone complains about their cell phone, right? Actually, not as many people as you might think. Cell phones and service is the #2 category of complaints received by the Better Business Bureau (second only to cable and satellite TV services), but the numbers are surprisingly low given the large number of consumers with cell phones/smart devices. BBB received fewer than 25,000 complaints last year against the eight major carriers…and when you consider that there are more than 327 million wireless subscriber connections (cell phones, smart phones, tablets, etc.) in use in the United States, that’s a pretty tiny fraction. And the number is down from 2009’s complaint total of just over 36,000.
The numbers are even more impressive when you consider that a “phone” is no longer just a device to place calls. Smart phones are also web browsers, music players, gaming devices, calendars, cameras, alarm clocks, address books, travel planners, and so much more. We flip on, click on and search on these devices dozens of times a day, and with new technologies constantly emerging, they’ve become critical appliances in our day-to-day lives. It’s easy to see why consumers sometimes reach out for help when there is a problem.
With the holidays approaching, many Americans are looking at cell phones and smart phones as gifts, and BBB suggests consumers shop around not only for the right phone, but also look carefully at service providers and service plans. Over the past three years, all eight of the top carriers had relatively low complaint ratios overall, but some companies fared better than others.
Customers (according to CTIA) Total Complaints (based on BBB three-year reporting Aug 08-July 11 Complaint Ratio
|
Customers (according to CTIA) |
Total Complaints (based on BBB three-year reporting Aug 08-July 11 |
Complaint Ratio |
||
| Metro PCS |
9,000,000 |
997 |
0.011% |
|
| AT&T Mobility |
97,000,000 |
15,178 |
0.016% |
|
| U.S.Cellular |
6,000,000 |
1,116 |
0.019% |
|
| Verizon Wireless |
102,000,000 |
20,876 |
0.020% |
|
| TracFone |
17,000,000 |
5,307 |
0.031% |
|
| Sprint |
51,000,000 |
22,300 |
0.044% |
|
| Cricket |
6,000,000 |
4,397 |
0.073% |
|
| T-Mobile |
34,000,000 |
26,387 |
0.078% |
|
Data from 2010 show that 95% of complaints filed with BBB concerning wireless issues were resolved. It is great that so many problems are finding solutions, but BBB will continue to work with consumers and businesses to find ways to eliminate complaints and improve overall satisfaction so that consumers can devote their time to using their cell phones and smart phones as intended and not to complain.
BBB offers consumer tips on a variety of topics related to cell phones and smart phones:
Avoid data charges when traveling: http://www.bbb.org/us/article/avoid-unexpected-cell-phone-data-charges-when-traveling-this-summer-28170
Avoid scams: http://www.bbb.org/us/article/shield-yourself-from-a-cell-phone-radiation-scam-28636
Protect your privacy: http://www.bbb.org/lexington/video/scams/dont-fall-for-it-cell-phone-numbers-not-being-released
Protect yourself from “cloning”: http://www.bbb.org/blog/2011/10/clone-wars-the-phone-wars-2/
For more information on making smart buying and giving decisions, check out more than 4 million businesses and charities at www.bbb.org.
I have had AT&T for 2 years and they have the worst customer service of any company I have ever interacted with. I have complained so many times that I have the number memorized and I am mysteriously dropped when my called is transferred. I don’t believe that any of the above statistics accurately reflect the true level of customer satisfaction.
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It’s because we’re all complaining on other websites, facebook, twitter, using word of mouth, etc……
I’ve never wrote a review on the BBB website, I think a lot of people don’t either.
I had AT&T for 3 years, until they billed me $700 for data roaming charges, and wouldn’t tell me where I roamed and how many kb/mb/gb I used to acquire such a high bill.
Would not recommend AT&T to anyone.
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