Mobile phone service was the second-lowest ranked industry — beating only cable providers among the 40 rated — in the University of Michigan’s newest customer satisfaction index.
And there’s more: mobile companies were the No. 2 sector in complaints last year to Better Business Bureaus, dropping from first place in 2002. Only auto dealers did worse.
“The industry claims that people love their cell phones and they’re very happy with the service,” said Carl Wood, a commissioner on the California Public Utilities commission who fought the industry for four years to establish state wireless regulatory power. “That’s half right.”
Consumers complain of frequently dropped calls, lousy customer service and exorbitant penalties for exiting a contract. Then there are the fees — Verizon Wireless plans to collectively charge customers more than $173 million a year in fees for number portability alone.
The complaints range from mundane to dramatic.