Forbes: Customers Hate Cell Phone Companies

InstinctFrontMain.jpgIt’s no secret that cell phone carriers aren’t particularly popular with their customers. Now Forbes is in on the action with a piece that highlights how the wireless phone industry is ranked as one of the worst in the U.S. for customer satisfaction:

“Technical support calls can take hours with endless transfers from one customer rep to another. Then there’s the endless pile of service activation and cancellation fees.”

One Verizon customer even faked his own death last year, complete with a death certificate and a friend’s help, in an attempt to get out of his contract early. (The carrier found out and charged him anyway.)


Meanwhile, last year, Sprint terminated the contracts of close to 1,000 subscribers simply because they complained too much, the report said. “The number of inquiries you have made to us during this time has led us to determine that we are unable to meet your current wireless needs,” Sprint-Nextel said in a letter to the dropped customers.

Perhaps as a result, the report said that the University of Michigan’s Ross School of Business ranked Sprint-Nextel as the worst of the four major U.S. service providers, scoring a 58 out of 100 on its American Customer Satisfaction Index. (The other three scored either a 71 or a 72). Sprint is still losing customers at an alarming rate to boot.