(Note: in the following column, the names of the cell phone services have been changed to protect the guilty.)
I have stayed on the fringes of cell phone technology. To me, it's the typical money grab. They attempt to entice you with lots of new features that you probably don't need, or that don't work very well at all. Typical of this is web access - how can you see a web page on a screen that is so small? But when it comes to basic service, its difficult to find what you want. Here is my story.
I have been with CompanyA for many years. I started back when the cell phones were fairly big, bulky things using analog transmission. I stayed with the company through many buyouts and name changes, even when I moved down here to the Southport area. When they went digital in this area about two years ago, the signals were excellent. I also found that CompanyA's regional and national coverage were fairly good. I was, as they say, a happy camper.
The only exception was that customer service for CompanyA was absolutely horrible. But, since I use it infrequently, I put up with it.
Recently, "something" happened causing CompanyA's signal quality to deteriorate. They will not tell me what, but I believe that they lost the use of a local tower. Now, the coverage in Southport and the bridge area of Oak Island (to about the Library) is fairly poor - I found myself missing calls frequently. Since I am an active computer consultant, I need to be available for my clients. I also need to be available even when I am on vacation, so good national coverage is important to me. I spoke with the right people at CompanyA, and they told me not to expect any change in the future - i.e. they were not going to change or upgrade towers in the area.
So, I went cell phone shopping. After a few weeks, I am so confused and bewildered that I think I may end up staying with CompanyA after all.
I started with CompanyB. Both of my daughters in the Raleigh area have CompanyB because of one particular feature. I can't name the feature, because that will identify the company. The feature really is cool, and when I tried my daughter's cell phone here it worked great. So, I was almost sold. I visited the local dealer, who I found somewhat abrupt. When I discussed the customer service situation with them, they assured me that their customer service was Great and their coverage was Great, but that they just were salesman and really were not representatives of the company to me - i.e. I couldn't come to them for help after the sale.
To check their coverage, I asked for their coverage map. It showed coverage along major highways here in NC, but if you got off the beaten track, there was little coverage. Now, most cell companies share their resources to some degree - if you roam, you still may be covered under your local plan, or may at least be able to make a roaming (i.e. additional charge) call. But I found out that CompanyB uses a different technology and shares with no other company - thus, when you are out of their immediate coverage area, your phone just stops working. So much for Company B.
I went to the local CompanyC office. They were a bit friendlier (although a bit pushy). They told me their coverage was Great and their customer service was Great, but that they also were just salespeople and didn't help with any after-sale problems. They sounded interesting until I found (again, by digging and asking questions) that the coverage in Southport was digital, but the coverage at my home on Oak Island was still analog. Reject.
I went to CompanyD that was in a local electronics store. They very nicely informed me that the current coverage I had from CompanyA was actually better locally than theirs. High marks for honesty, but of course no sale. Oh, by the way, I am sure (although I didn't ask) that their coverage was Great and their customer service was Great.
CompanyE has made lots of news lately and will probably be going into bankruptcy. There are some other companies available, but they don't have active local offices.
I went back to an executive I knew in CompanyA with my story and plight, and she offered to let me try a better quality phone. It actually did work somewhat better. Given all the issues, and the fact that I believe that CompanyA actually does have very good national coverage, I think I am going to stay where I am, with of course the new phone.
But, it just shouldn't be that difficult. Our national cell phone system is a mess, with conflicting technology, and a lot of consumer misinformation. Ask a LOT of questions before you buy.
(Bob Seidel is a local computer consultant in the Southport / Oak Island area. You can visit his website at www.bobseidel.com or e-mail him at bsc@bobseidel.com).