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Poor excuses for cell service.(Have You Heard?)

Consumer Reports

| January 01, 2006 | Guest, Jim | COPYRIGHT 2006 Consumers Union of the United States, Inc. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan.  All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)Copyright

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 ...

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