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We received e-mail in September from a reader whose newly merged cell-phone company refused to honor a rebate promised by the salesman and neglected to tell her that formerly free text messages would now cost her. "They made me so crazy, I consider the $150 cancellation fee to be money well spent. Really, it's better than getting a massage!"
CONSUMER REPORTS' September survey of more than 50,000 cell-phone users in 18 metropolitan areas across the country tells us that overall satisfaction with cell-phone service hasn't improved in the past few years. Dropped calls, static, busy circuits, and no service at all still plague users. Depending on the company, 6 to 14 percent of users had to deal with persistent billing problems.
About 40 percent of consumers who shopped for a new plan said it was hard to figure out the true cost of the service. How can you avoid that situation? Before you sign on with a carrier, make sure to figure out your bottom-line monthly cost after adding in roaming fees, overage charges, taxes, fees, and surcharges. Have the company clarify what you don't understand.
The recent AT&T/Cingular merger brought a new cache of problems. More than half of the Cingular customers in our survey were former AT&T ...