July 4, 2007
Dear CNET members,
For those of you celebrating the July Fourth holiday, Happy Independence Day! Make sure to save me some of your fine BBQ eats! I'll be right over...
Now that the iPhone has been released, I'd like to turn our attention to cellular carriers. And the burning question I have for you is: do carriers do anything right? To get this discussion kicked off, I'll give you my perspective. I'm one of those cellular customers who is probably among the carriers' best friends. First of all, I pay my bill on time. I also hardly ever call customer service. Additionally, I know what to expect with my carrier's coverage area, so I know my dead zones and I do not complain about them. I come from a background in cell phone sales (which I did for almost 7 years, with three providers). And from learning the ins and outs of cell phone business and the technology, I know one thing that is most important when it comes to cellular carriers--and the bottom line is customer service! If I ever have to call customer service or visit the local company store for any reason, the way their customer service rep treats me is way I judge the company--because I've always believed that if you take care the customer, the customer will take care of you! So my loyalty is to the carrier that takes good care of me when needed, and if they get that right then other things just seem secondary. What about you? Do carriers do anything right? Praises or gripes, let's hear it from you directly.
(Just a reminder, folks, tomorrow, July 5 from 11 a.m. to noon Pacific Time, we are hosting another CNET Ask the Editor Live! chat event in the forums. The topic: the iPhone, featuring CNET Senior Editor Kent German, who will answer your questions about the hot, new iPhone. Get your questions ready and don't miss it!)
This week's hot topic:
Hot Topic goes here
In the most recent Make the call discussion we asked our members if cellular carriers do anything right. Many folks rang in with their thoughts.
"Would you fly on an airline..."
"...whose advertising campaign was built around the statistic 'Fewer crashes than any other carrier'? Come on! What other industry tries to expand its customer base by touting that it fails less than its competitors? If the best air carrier lost planes as often as the best phone carrier loses calls, the airline industry would not exist. That Steve Martin-John Candy..." (Read more)
--Submitted by: CNET member bbcuer"Very little"
"Carriers are at the top of the list when I think of businesses forgetting that the customer is always right. You walk into those Verizon/Sprint/etc. stores, are forced to wait for hours, and then have to deal with a clerk that treats you like crap...very little respect, very little professional demeanor. I understand that this attitude is prevalent all across..." (Read more)
--Submitted by: CNET member coatsb"T-Mobile the best"
"I have been a customer of T-Mobile since it was Voicestream, and one other name I can't remember-basically almost 10 years. I have always gotten excellent service! I will admit, however, that their store service is not that great. However, their phone-in customer service has always been superb! I have yet to have a rude service rep from them. I believe..." (Read more)
--Submitted by: CNET member sauditeacherSpeak up!
Here's your chance to tell us if you think carriers do anything right. Every cell phone user has sharp opinions about carriers. And from what we can tell, most customers aren't exactly singing praises. Here at CNET, we've spent a lot of time complaining that service providers often do things that don't really benefit their customers, but are carriers really all that bad? There has to be something carriers do right. Or maybe there's one carrier that's better than others. There must be something positive to say. So what do you think? Do carriers do anything right?
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