Release date 12/03/2007
YONKERS, NY — Cell-phone service seems to stubbornly resist improvement according to Consumer Reports Annual Survey of Cell-Phone Service published in the January 2008 issue of Consumer Reports. The survey found that fewer than half of respondents were completely or very satisfied, making cell service among the lower-rated services that Consumer Reports rates, as it has been for the past six years. The survey, conducted by Consumer Reports National Research Center, included more than 47,000 readers in 20 major metropolitan areas across the country.
Mandatory contract extensions and high cost of service were the top two complaints of survey respondents. More than 60 percent of respondents who made changes to their service plan in the past year said they were required to extend their contract as part of the deal. But Consumer Reports says that number might understate the problem because some carriers haven’t always been up front with customers about such extensions, according to allegations in recent legal filings.
Consumer Reports survey results also show bright spots. Verizon and Alltel scored better than other providers in this year’s survey, as they have in the past. And T-Mobile matched satisfaction rates for Verizon in almost all the cities that Consumer Reports surveyed. And CR notes that T-Mobile plans generally offer more for the money than those of Verizon or Alltel.
Consumer Reports also notes that cell carriers are getting more consumer-friendly. Last fall, all of the rated service providers pledged to join Verizon and prorate their hefty $150 to $200 early-termination fees. Holdouts also said they would join Alltel and T-Mobile and end their heavy-handed practice of mandatory contract extensions when consumers make changes to their service plan.
Five Ways to Cut Cell Bills
As consumers look for ways to cut down on the high costs of cell service, Consumer Reports offers these five tips:
The January 2008 issue of Consumer Reports also includes Ratings of 60 standard and smart phones; and Bluetooth headsets. Portions of the report are available for free online at www.ConsumerReports.org.