WEDNESDAY, JUNE 23, 2004
BUSINESS
THE UNIVERSITY DAILY KANSAN
5
Wireless providers address complaints
By Abby Tillery
atilley@kansan.com
Kansan staff writer
Cellular phone companies get a bad rap, but is it really just all talk?
In 1997, the Better Business Bureau began tracking complaints against different companies in the wireless industry. It tracked 205 complaints in the first year but the numbers jumped to a record high 21.524 in 2002.
Sheila Adkins, public relations representative for the Better Business Bureau, said the number probably reflected an increased use of cell phones. The numbers declined again in 2003 by a little more than 3,000. Adkins thought the reason could be the increased awareness of the issue.
"I think cell phone companies knew they had problems to address," she said.
California led the fight in regulating the wireless industry last month, passing the first telecommunications bill of rights to include wireless service.
Kansas does not have any policy regarding cell phone companies and customer service.
Lauren Patrich, public affairs representative for the Federal Communications Commission, said California's bill of rights covered the
spectrum of the industry, but had vague regulations regarding customer service issues.
"The FCC has jurisdiction to step in at minimum and ask questions and at maximum to issue a fine if acting inappropriately to customers," Patrich said.
Patrich said she looked for companies to challenge the bill passed in California.
"I don't think anyone has tested the boundaries of the state regulatory powers." she said.
The bill that was passed in California focused on six areas: carrier disclosure, marketing practices, service initiation and changes, billings, late-payment penalties and tariff changes.
Ryan Doherty, Lee's Summit, Mo., senior, used Verizon Wireless, but switched to Cingular Wireless about two years ago because his cell phone did not have good reception.
When first going into the store he had to wait nearly an hour to sign up for Cingular's program, but has not had a problem since.
I JUST CALLED TO REPORT YOU
"The personal relationship I've developed with them has been great," he said.
The Better Business Bureau started tracking complaints against the cell phone industry in 1997. In the first year, it tracked 205 complaints. The number of complaints have gone up since then, with a record high in 2002 with 21,524 complaints.
The February 2003 Consumer Reports lists Verizon Wireless as the top of all cell phone companies. The publication was quick to point out that the "overall satisfaction" with the industry was lower than
Donovan Atkinson/Kansan
other industries rated.
In April, Sprint PCS launched a company-wide program focusing on customer service issues, said Dan Wilinsky, spokesman for Sprint PCS.
This whole industry has been notorious for not delivering on customer service," he said.
Kelly Paprota, Salina senior, said she's been with Sprint PCS for three years and has never had a problem.
The new program includes things like better calling plans, faster answering at the customer service phone number and an increase in customer service in the stores.
Performance is not just monitored annually, Wilinsky said, but daily.
- Edited by Erik Johnson