The problem kept continuing, though, and now Verizon sent the phantom bill to collections. He writes:

I am contacting you because I really could use some help with Verizon high speed internet and phone. My (now) wife and I moved out of our old apartment on 6/15/09, and notified Verizon that we were canceling our service effective immediately.

Every month since then, Verizon has continued to try and bill us for either the phone, the internet, or both services. Every month, I call them and get the charges waived and the account closed again. Every month, they fail to close the account and another month's bill shows up.

This month, Verizon decided to send the bill to a collection agency. So now this is negatively affecting my credit report, not to mention that I still have to deal with this month by month. At this point, "IC Systems" is handling the debt so I assume Verizon is no longer going to work with me on resolving this.

What should Gregory do? Maybe send an Executive Email Carpet Bomb to the company's top brass?

(Photo: Matt McGee)

VH says:

I call the 800 number for AT&T and ask the nice gentleman on the phone if there is anything he can do, can he add the discount even though I already signed a 2 year contract? YES! You (the consumer) can add a discount at any time. He is unable to do so, however, due to the computer program (they do not have access) but he is more than willing to walk me through the process. "Do you have a work email?" No, I'm out of luck online. I can add the discount myself with the discount sponsor code, but without an employee email for employment verification I will have to go to a store.

No problem, there is a store near my home. I called on Wednesday, and went to the store on Friday. I know they will want employment verification so I bring my name badge, photo id, the paper with the discount code. Go in and the man at the desk goes about setting me up. Then he says this "There is an activation fee of $36 to add this discount to your account."

I look at him shocked. I asked how long they were doing this for, the answer, it started just this week. He was unsure of his words, and seemed like he anticipated my reaction.
I asked "what?! Are you becoming an airline? You want to charge me for a discount, why? Is it because AT&T thinks they lose money on a discount?" He responds with "No, they don't think that". In shock I say "so what you are saying is I won't actually get my discount for 3 months, my discount comes to be about $12 (this was rough calculation in my head on the spot), so it will take 3 months for me to see any discount for my phone."

The guy was nice, I wasn't being belligerent, and let them know that I am sure others will feel the same. I signed my papers stating I worked where the discount was coming from and was on my way, along with a copy of their estimated bill.

I then immediately called the 800 and spoke with a very nice woman. While she was pulling up my account I told her why I was calling. "I just want to know why the gentleman I spoke to on Wednesday did not tell me of the $36 activation/sponsorship fee for adding the discount to my account." The agent was shocked "He didn't tell you!?"

It turns out the notification of the fee was JUST released to the call centers that week. It was brand spankin' new and she wasn't even aware stores had started charging it. I was willing to pay, was not on the phone to get the charge reversed (although that was my hope!) but said, in the future, if any fee is even being considered, they should let the consumer know that "we will soon be assessing X fee" so we can be informed.

She sympathized with me and said if she were in my place she would be upset too. She offered to speak with her supervisor to "see if there was something they could do". She had me on hold for a few minutes and came back saying they would reverse that charge.

Since my acount balance was zero (I had just paid the bill) I would have a credit of $36 on my account, so when the new bill hits (with the activation/sponsorship fee) the fee will essentially be gone.

So, just a heads up, being uninformed is good if you get wonderful customer service and someone who sympathizes. I was not rude, nor angry, nor beligerant. I was more sarcastic and shocked, and jokingly compared them to an airline - a fee for everything and everything for a fee! I went to the source of my information (the call center) to iron out why I was not informed and did not ask for anything... she offered it to me. Although had she not offered, I would have asked if there was anything she could do for me.

We're glad you got the fee reversed, but we're still blinking at the idea of charging a fee for a discount. It's like those coupon books that school kids try to sell you, only it doesn't help any school kids.

(Photo:robrrt)

• multimedia messaging
• horizontal typing
• compass
• video and voice recording an
• a camera autofocus that lets you select your point of focus by tapping your finger on the touch screen

The new iPhone: See all the leaked photos here [Apple 2.0, via The Awl]

Jordache Thank you for contacting Sprint. My name is Jordache. How may I assist you today?

4:19:34 PM Ken I want to cancel my account.

4:19:48 PM Ken I was being transferred to someone but it took too long, so I decided to restart the chat.

4:20:02 PM Ken I'm hoping it will be quicker this time around.

4:20:13 PM Jordache May I ask the reason for canceling, Ken?

4:20:19 PM Ken It's complicated.

4:20:33 PM Jordache One moment please.

4:20:35 PM Ken Okay.

4:21:38 PM System You are being transferred to another queue. Please stand by...

4:21:38 PM System Jordache has left this session!

4:21:53 PM System Jermaine B has joined this session!

4:21:53 PM System Connected with Jermaine B

4:21:53 PM Jermaine B Thank you for contacting sprint account service department. My name is Jermaine. How may I assist you today?

4:21:58 PM Ken I want to cancel my account.

4:22:23 PM Jermaine B All right, one moment please.

4:22:46 PM Ken Okay

4:23:11 PM Jermaine B Thank you, for account verification, may I please have the 6-10 digit pin number on the account or could you please answer your security question for me?

4:23:22 PM Ken Answer to the security question is XXXXXXXXX

4:23:38 PM Jermaine B Thank you for that information.

4:24:08 PM Ken Mhm

4:25:28 PM Jermaine B Do you wish to cancel one line on your account, or both lines?

4:25:33 PM Ken Both lines.

4:26:43 PM Jermaine B Are you aware you are able to place the account on hold by placing the seasonal standby plan on that line instead of canceling, the standby plan is $5.95 per month?

4:26:46 PM Ken No.

4:26:53 PM Ken And I don't know of anyone who wants to take over the lines, either.

4:27:53 PM Ken I was told earlier that my ETF would be waived, because of the Admin Charge clause: "Administrative Charge Effective Jan. 1, 2009, the Administrative Charge will increase to $0.99 per line. For details on surcharges, please see Sprint Terms & Conditions or visit sprint.com/taxesandfees"

4:28:23 PM Jermaine B One moment, while I research that information for you.

4:28:37 PM Ken And that I could cancel my account today with that in affect, granted I pay my most recent bill on or by December 1st.

4:30:34 PM Ken I'm hoping your research won't take long because I have an obligation in half an hour.

4:32:09 PM Jermaine B I appreciate your patience. I am still researching that information for you.

4:32:44 PM Ken Okay. I don't mean to rush you either, but again, I'm on a time restraint.

4:35:09 PM Jermaine B This cancellation will take effect on 12/7/2008. This is the end of your current billing cycle. You will not be charged on the next bill for these lines because Sprint bills a month in advance. The early termination fee's has been waived.

4:35:33 PM Ken Okay, great. Thank you.

4:35:39 PM Jermaine B Your welcome, do you have any further issues I can assist you with today?

4:35:45 PM Ken If I could get that confirmed in an e-mail to me, that would be great (XXXXXXXX)

4:36:09 PM Jermaine B Yes, you will receive a email to your email address of this chat session.

4:36:19 PM Ken Ok, great.

4:36:30 PM Ken So all I have to pay is the December bill, right?

4:36:40 PM Ken the $170 something due Dec 1st?

4:36:59 PM Jermaine B Correct, $170.34 then your all set.

Easy as pie. For more information about this admin fee increase and how it affects your contract with Sprint, check out this post.

(Photo: balmes )

1. Ask for a lower price. This is the most painless way to lower your bills. Simply call up your cable company, for example, and ask them to lower your bill. Before you call, do a little research. Find out what the competition is charging and what your provider is offering new customers so you know what you can expect to get. Tell them that you're thinking of switching to another provider and explain that you can save money if you do.

   Here's a success story: Threatening To Cancel Comcast Saves Man $238.92 Per Year

2. Eliminate what you don't use and can live without. Bundling your services with cable or telephone companies might save you money— but it might not. Take some time to do research and find out which combination works for you. Maybe it's "dry loop" or "naked" DSL and a bigger cellphone package. Maybe it's cable internet and phone with no cable. Maybe its Netflix instead of cable. An HD antenna and GameFly? Splitting the cost of internet by sharing WiFi with your neighbor? Switching to a pay as you go phone? Getting a family cellphone plan? Be creative.

   Here's a success story: iTunes + Netflix = Cancel Cable?

3. Shop around. When your cellphone contract has expired you are in a position of enormous power. You are in demand. Do not waste this opportunity by renewing your contract for a free phone. Shop around. You're likely to get the best deal from a new company. Even if you're happy with your current provider, there's no reason not to negotiate. Also, make sure that you're taking advantage of all the discounts that are available to you. You might be eligible for a discount simply because of the company you work for.

   Here's a success story: How Joe Saved Hundreds Of Dollars Using Confessions Of A Cellphone Sales Rep

Good luck! Share how you saved on your "information age" bills in the comments and we'll round up the best ideas in another post.

(Photo: darabidduckie )

The relevant press release reads, in part:

iPhone 3G will be available for $199 for the 8GB model and $299 for the 16GB model. These prices require two-year contracts and are available to the following customers:
* iPhone customers who purchased before July 11
* Customers activating a new line with AT&T
* Current AT&T customers who are eligible, at the time of purchase, for an upgrade discount

Rom writes that he purchased an iPhone earlier in the year, and that he also purchased a BlackBerry from AT&T. After speaking with someone in the president's office, he says that the point of contention is that AT&T is interpreting "iPhone customers who purchased before July 11" as "iPhone customers who purchased before July 11 and haven't bought another device from AT&T since." Although Rom concedes that the purchase of the BlackBerry eliminated his upgrade eligibility, he still is an iPhone customer, and should be entitled to the promotional price.

(Photo: jetsetpress)

Sprint has lost more than 60 percent of its value since June 2007. We're not like analysts or anything, but wouldn't T-Mobile have to be under a lot of pressure (or be able to get a great deal) to bother buying Sprint and its incompatible network when it might be able to sit back, do nothing, and wait as the company's few remaining customers defect? Wouldn't a CDMA-network based company make more sense? [NYT]

Here's an email she sent to Helio:

Dear Helio,

My name is Katherine [redacted]. This is my SECOND email regarding this problem. I ordered my Ocean from your website, and received it on January 14th, 2008. As of today, January 28th, it STILL has not been activated. I requested to port my number from Verizon Wireless.

On the 14th, I attempted to activate my device online. I mistakenly put the wireless number I wanted to transfer over as the "Account Number" in the form. After I realized my mistake, I called "customer care" on Tuesday, January 15th. I spoke with a gentleman whose name I cannot remember and then a female named Pearl. According to the "customer care" representatives I spoke with on Tuesday, my concerns would be "elevated to a higher department", and my device was to be activated in 3-5 business days.

I called "customer care" again on Friday, January 18th, and spoke with Ray. I was told again that my device would be activated in another 3-5 business days.

I called again on Monday, January 21st, and was told that my device would be activated by Tuesday afternoon. I called again at 6:00PM PST on Tuesday, January 22nd, and was told that my device would be activated in no more than 24 hours. During this conversation, I said very clearly that I would cancel my service, and return my phone for a full refund if my device was not working within 24 hours as promised.

By this point, each representative I'd spoken with had read back the incorrect account number when "verifying" my information. I've explained to every representative I've spoken with what happened when I attempted to activate the device on my own, and told them that the Verizon Wireless account number I'm giving them is the correct account number. Still, the incorrect information is repeated back to me each time I call—which tells me that the information I've had to repeat on 8 or 9 different occasions is not getting recorded properly.

By Wednesday the 23rd, I was extremely frustrated. My phone was still not activated as promised. I called again—this time, intending to cancel my service, and received the same "3-5 business days" answer. I called back immediately, and asked to speak with a supervisor. The woman who took my call (Florence) not only left me on hold for over 18 minutes, she wasted time asking me questions and NEVER let me speak to her supervisor.

At this point, I explained to her that I had been waiting for almost 10 days for my phone to be activated AND that I'd spent over 3 hours of my life on the phone with "customer care" trying to get this situation straightened out. Each time I called, I was given the same "3-5 business day response". I told her that I was fed up, and needed to be compensated for the time I'd wasted with this company. She started crying and asked if I would hold while she spoke with her supervisor. After a very long (5-7 minute) hold, she came on the line and said "Please call back in 3-5 business days." I asked if I was going to be able to speak with her supervisor, and she said, "No," as she promptly hung up. To recap— no compensation was offered, my phone was not activated, AND my request to speak with a supervisor was denied.

After being treated so poorly by the customer care representatives at 1-888-88-HELIO, I was at the end of my rope. I looked up the phone number for an actual Helio Store in my area, and begged them to help me. The woman I spoke with there was 500 times more helpful than anyone in "customer care." She gave me a different number (800) 505-3202. I called that number, and initially spoke with Juan.

Juan looked up my account information and history for me. He, again, read the incorrect account number back to me while "verifying" information. In tears, I explained the whole situation to him, and he was able to tell me that the hold up was not on Helio's end, but Verizon's. He then said that some one in the "higher department" was working on it, so it should be taken care of in the next day or so. He also said that my bill would be "prorated" as compensation for my troubles. I thanked him for the information he'd given me, and immediately contacted Verizon Wirelsss to see if we could get the process moved along faster.

After a lengthy conversation with Verizon Wireless, I discovered that the last (and only) time Verizon had been contacted by Helio on my behalf was on Monday, January 14th, 2008—when I attempted to activate my device on my own with the wrong information. This tells me that EVERY representative I've spoken with at Helio has not only lied to me about when my device will be activated, but also about someone in a "higher department" working to solve this problem.

After finding out that Helio had never even bothered to contact Verizon with the correct account information, I contacted Cayleb at (800) 505-3202. He told me that he understood my frustration, and offered to let me call back if my device was not activated by the end of the week. Well, the end of the week has come and gone. Today begins week 3 of this ordeal.

There are several things I expect once my device is activated. I expect to be credited for the device that has been sitting on my desk gathering dust for the past 14 days. I also don't even want to SEE a bill for at least 6 months.

As I promised in my first email regarding this issue, I will be contacting the Better Business Bureau and Consumer Reports with this information. I also have half a mind to post this on every online forum I can find regarding Helio and wireless service.

Thank you for nothing so far,
Katherine

We suspect that after spending 45 minutes in a nearby mall you can find yourself a wireless carrier that will have you up and running that day. Helio has had their shot at your business, now it's time to throw a little capitalism their way.

(Photo:reid)

Okay so I read the script from last years price hike on messaging rates, to get out of your contract scot-free. I thought I read some where else that they were going up again to 0.20. So I called Verizon and ran the script on them. No one in cancellations had heard about it. I called the general customer service line. Of course the csr didn't know anything and wanted me to pay the ETF's. So I went to her supervisor. His name was Aundra (pronounced Andre), employee # 7817 out of the Birmingham office.

He had just received a memo about the price increase and had not read it or been educated yet. I fought him for about 15 minutes finally he said he would look into it and call be back, but he did not think the increase applied to current contracts. Yeah right I thought, he'll never call back. Guess what I just got off the phone with him and out of my contract for free!!! HA!! I guess Verizon didn't learn their lesson last year.

Oh Verizon, they're dropping like flies. If you'd like to escape your Verizon contract with no ETF, give them a call and let them know you're exorcising your right to terminate the contract without penalty thanks to a materially adverse change in the agreement.

That'll show 'em.

PREVIOUSLY: Man Escapes Verizon Contract Based On Text Message Rate Raises
Cancel Verizon Without Termination Fee Based On New Text Message Rate Increases
(Photo:cmorran123)

...just wanted you to know that I am one of the many people who can't seem to get T-Mobile service even though I live in New York City, a major market. All my calls to the regular customer service line got me no where and they did the standard runaround: $5 credit, work with their tech team to isolate the problem, etc. I read a user comment on one of the many T-Mobile threads on the Consumerist which said to file a complaint with the FCC and, by doing so, T-Mobile will have to address the problem and report back to the FCC a resolution. So I did. (There's an online form so it's easy.)

About a month later I got a call from one of T-Mobile's Executive Customer Service Representatives. I was ready to argue, I'm pretty tired of the whole situation and deal with them, but he was very pleasant and got me out of the contract without an ETF without much complaint.

Just wanted to thank you for all your help! I probably would've eaten the fee if it wasn't for your site!

(Photo:cmorran123)

I recently read this story.

My parents gave me an iPhone for Christmas, and I didn't want to pay an ETF to make the switch. I called, and like the other reader, someone picked up on the second ring. She asked for my information and reviewed my account. At present, she said she was unable to determine if my surcharges would increase (it doesn't for all customers), but she said if they do, she will gladly refund my prorated ETF fee per phone. Then she gave me a direct line to her and my case number. My statement will be generated on January 15th, and when my fees go up (as I have already been told they will be via a postcard I received two weeks ago), they remove all charges.

Now I'm off to the Apple Store to buy an iPhone for my wife and begin my new contract with AT&T. Thank you Consumerist.

Sincerely,

Jordan

The Sprint Consumerist Hotline: (703-433-4401)

Let us know if the hotline worked for you by emailing us at tips@consumerist.com.

This all started in March of this year, St. Patrick's Day, to be precise. While out with friends, my phone slipped out of my pocket without me noticing. It wasn't until the next morning (Sunday) that I realized I didn't have my LG Chocolate phone. I traced my footsteps back, hoping I'd be able to find it, with no luck. A couple of hours later, when my roommate woke up, he realized he had a missed call. Hours after I lost the phone, someone had called his number from it. They left no message, and when we tried calling the phone back, it would go straight to voicemail. Hoping that whoever had the phone would call back again, I held off on contacting Verizon to report the phone stolen. By Monday morning, having still not been able to contact the person who had my phone, I called Verizon and reported all the details I've relayed so far - not only that my phone was lost, but that someone apparently had the phone. I was told that the phone would be placed on Verizon's lost/stolen list so that if someone else attempted to register the phone on a Verizon Wireless account, they would be able to do so (although I would not be given this information to help me find the phone). The phone would also be deactivated for a month and would be removed from my account.

Writing the phone off as gone, I bought a used Verizon Razr off eBay, which I received within a few days. I once again called up Verizon Customer Service. In that call, I registered the Razr with my account, and also checked again that my old phone was off my account. I was told that because my account was a single-phone plan, there was no way for both the Chocolate and the Razr to be registered simultaneously. The Razr was associated with my account, and therefor the Chocolate could no longer be used with my account.

Fast forward one month, towards the end of April. I logged into my bank's online access, and realized I had a negative amount of money, when I should have had a few hundred dollars. Looking at the pending transactions, a charge of $435.03 had been debited from my account the day before. I was stunned. The only bill I pay that's over $150 is my rent - there was no reason I should have such a large debit on my account. I hadn't lost my debit card, so I first checked those accounts which are automatically debited from my checking account. It didn't take long to find the culprit. Verizon showed a just-paid bill - sum $435.03. I opened the bill online and quickly scanned it - I had a couple of new media services that had been added to my bill (which then charged me for the prorated current month, plus next month for each of the services). But the kicker was the hundreds of dollars of data downloads. Music, games, ringtones - if you could get it from VZServe, it was charged to my account.

Remember also that this is the end of April - the 20th, in fact. I have to send my rent check out, but I have negative money. I call Verizon, and explain the situation. I'm already pretty sure of what's happened - the month that the Chocolate was deactivated for is over, and whoever has it is using it to make charges to my account. To make a long story short, I talk to numerous customer service reps over the next few days, explaining and reexplaining the situation. I am told that it is impossible for the Chocolate to still be able to charge downloads to account. I am told numerous times by supervisors and regular reps that they're looking into the issue and will call me back in an hour/this evening/tomorrow morning. I am told that I am lying, and that I must go to my local Verizon store and show them my Razr to prove that the data downloaded is not on that phone. I spend two hours sitting in that store, waiting as the store rep talks to the customer service rep, on my phone. It is determined that the data is not on the Razr.
Finally, on the 26th, I get somewhere. A database tech hears about my problem and looks into it. Apparently, when the Chocolate was deactivated and taken off my account, there was a problem. The Chocolate was removed from my account for the most part, but in some database, it was still connected to my account. This might, incidentally, explain why there were times when friends would call me and the line would ring and ring, without going to voicemail, and without my Razr ever actually ringing. Troy Brice, the supervisor I've been talking with for the past day or so, apologizes again and again. Yes, they can cancel my service. No, they won't charge me an early termination fee. They'll refund my entire bill (even the part that was actually my bill), and they'll even pay me back the horrible $100 overdraft fee that my checking account incurred for being so overdrawn (though I was required to send them a screenshot of my online checking account to prove that I was charged an overdraft fee). I get only apologies for the fact that I haven't had any money for the past week, as this fell between my biweekly paychecks. I should get my money in 4-6 weeks. Yeah, 4-6 weeks. This is, obviously, not acceptable. Troy and I chat for a little while, and he discovers that he can expedite the transaction. I'll have my money in 2-3 days - the amount is just under $600.

Late the next week, I do get my money deposited into my checking account - about $300. This pissed me off. I had no problem paying my actual bill, but my actual bill was only about $55, not $300. I go to their website and attempt to log into my account, but I can't. That was shut down when I closed the account. So I call customer service again and explain the situation. Again. They grant me limited access to my online account so that I'm able to see my last couple of bills. I quickly spot the problem - they're still charging me for the extra services and the data downloaded through them. I call Troy's line and leave a message. No reply back. Ever. So I go back to the regular reps. Again and again, they can't help me. My calls are dropped. They can't request refunds. When they can and take my bank information, the refund request is gone when I call back later to see how it's going. There are no supervisors available.

Finally, after dealing with this for over a month, I give up. I got some of my money back and I'll never have to deal with them again - I've got a new Cingular phone. Not a perfect solution, but better than nothing.
Fast forward to yesterday, December 10th. I have, in the intervening time, moved. I go to my mom's house, where I still get some mail because I used it as my permanent address while I was in college. And I have mail! I owe Verizon $114.07 and they've sold my account to Miracle Financial Inc, a collection agency. Add the agency's fees, and they want $134.60 from me. I have 30 days to dispute the validity of the claim.

I call the agency's number, at about 5:15 PM, and talk to [redacted], who is surprisingly polite and helpful, though she does ask me multiple times if I'd like to settle the debt, even though the first thing I told her was that I was calling to dispute the entire thing. She asks me to explain, and I do. She tells me that she can put a comment that I'm disputing the debt in the notes on the account, but that I should fax a letter, detailing why I'm disputing the debt, to the agency's Client Service Department, and gives me the fax number. They will then contact Verizon directly and discuss it with them.

I then call Verizon. At this point, I now want all my money back, so all I want right now is my bills. I'd had copies of them on my laptop but, foolishly, I'd deleted them after a few months. I need them in order to itemize each item and see what I should and shouldn't be charged for. Zach (who won't give me his last name), the supervisor who I explained my situation to, cannot give me access to my Verizon online account. He also cannot email or fax the bills. He can only send them by mail, which might take a few weeks for me to actually receive them. I inquire as to when I was first billed the $114.07 - July. So my account is already, in Verizon's eyes and quite possibly in the eyes of various credit reporting agencies, five months past due. Plus, I've got that 30 day deadline to dispute the debt.
A quick sidenote - Zach checked what address they had on file for me - it was my previous address. I'd never updated them because I had no business with them anymore. So I never received the bill back in July. Why I was billed in July for a service I cancelled in April, I have no idea.

I told Zach to please send me the July bill, and the last three bills before the account was closed.
I then went to consumerist.com and looked up Verizon's Executive Customer Service number. I called the number, and left a message, detailing my tale much more concisely than I've done here and asked to be called back. It's now 9:30 AM, and I haven't heard back yet. I'll call again later this morning. As soon as I send this, I'm writing a fax to send to the collection agency, ccing it to whatever fax numbers I can find for Verizon.

I'll send updates as more happens (or doesn't happen, which is more probable given Verizon's track record on this issue).

Veronica

(Photo:Ben Popken)

Here are two recent letters:

I just wanted to let you know that the Consumerist number for Sprint failed when I used it. I have been at this for 3 weeks now. I called Sprint to extend my contract out 2 more years which is up in April. I wanted Sprint to also extend out my credits I was getting for 2 more years as well.

I dealt with several people and even put in a email to the CEO. Well yesterday I called the Sprint Consumerist hot line and got a gentleman, I can't remember his name. He told me he would call me back. He called me back about 20 minutes later.

Basically he told me my account would never have anymore credits applied to it because I have called in to much to try and renegotiate my plan. I told him that it takes more money to go out and find a new customer than it does to keep one they already have.

On top of that Sprint is not really up there with its customer service according to surveys done on the internet. The churn rate is so high. I have been with Sprint for several years now and have always paid my bill on time and in full. I even had problems with them such as internet and with text messaging but still stuck with them. When I told the guy that I was just trying to renegotiate my plan just like others do when they are coming to the end of a contract he says "Sir quite frankly I have never seen a plan like yours with all of your discounts."

You know I find this funny because Sprint is the one that applied all of these discounts and it is not like I got into their system and applied them myself. I told him there are people that have plans just like mine if not better that I have seen. I am baffled that they would not want to lock me in for another 2 years because it is guaranteed money either way they look at it because even if I jump ship I have to pay an ETF.

I'm going to be honest my plan is extremely good and Sprint has been very good to me in the past but now my account has been flagged by the CSO (Chief Service Officer) which I have never even heard of a title like that. He said that he is VP of Executive services for all of Sprint. The gentleman also told me that this was my final warning and that if I called in again trying to renegotiate my plan that I would be terminated.

This sounds familiar kind of like when they terminated 1000 customers not to long ago. I asked him well am I being terminated and he said if they were going to terminate me they would have already done it. I really can't understand why they would not want to lock me in for another 2 years. I have even referred people over to Sprint in the past such as a co-worker, and my father who opened up 3 lines of service with them. Just thought I would let you know that the Consumerist line was a dead end for me but I did give it a shot.

Jay

Here's Le's experience:

I just wanted to let you know that I used the hotline number today and it worked for me. Sprint charged me an early termination fee when I ported my number to another service provider back in October. Their online account services said that my two year plan expired in August 2007, so I thought I was out of contract when I switched to another service provider. In actuality, I signed a renewal last year, which I forgot about, so my contract wasn't due to expire until November 2009. I take complete responsibility for not remembering about signing up for another two years, but at the same time, I was relying on information that should have been accurate and should have reflected the new expiration date.

I first called Sprint on November 27 to see if there was anything they would be willing to do about this. Between November 27 and December 9, I called a total of six times and spoke with nine different customer service representatives. I probably spent between 7-8 hours on the phone between these six calls. Each one gave me completely different information and assured me that something would be done (nothing ever was). Last night I called them twice. The first time, after explaining the situation and then holding for 10 minutes while the customer service rep tried to figure out what to do, my call got disconnected. I called again, had to explain the entire situation again to a completely new customer service rep, who told me he was going to look into it and send the case to the "back office", which would process my credit. I made sure that he had my phone number in case our call got disconnected, and he assured me that he would call me back if it happened. As I expected, after holding for more than 20 minutes the phone call was "accidentally" disconnected. I've never had a drop call with my new phone and have never had a call disconnected while calling Sprint previously. And of course, he never called me back.

I found the hotline number about a week ago (I've been reading your site for about a month). I didn't want to use it unless it was my last possible option because I didn't want to decrease its effectiveness by calling with something that could be handled by their regular customer service reps. The difference in service was AMAZING. It was the first time that I got a genuine sounding apology, which in itself was major to me. The person I spoke with listened patiently while I outlined the events of the past couple of weeks. She immediately issued a credit (since Sprint had already charged my credit card the fee), and gave me her name and direct number and told me to call her if I had anymore questions. I was shocked, and honestly, felt a little uneasy about how quickly it was for her to resolve my situation, when it seemed like the regular Sprint customer service line representatives really could do nothing for me. It's really unfortunate that Sprint representatives do not treat customers who call their regular line with this much courtesy, respect, and eagerness and willingness to solve problems. I left Sprint not because I had any issues with them, but because I moved to a new city where Sprint's reception wasn't stellar. Before this incident I would have fully considered going back to Sprint in the future, but with the treatment I received this past week, I will never go back to Sprint.

I would like to thank you for providing information that empowers consumers. If not for finding that number, I probably would be dealing with Sprint for a very, very long time.

Thanks again.

Le

(Photo:cmorran123)

Early next year, Verizon will be publishing technical information for developers, and that "any device that meets the minimum technical standards will be activated on the network."

"I think it's a reaction to Google," Tole Hart, an analyst at Gartner Inc.,told the Wall Street Journal. "I think it'll help them. It gives customers more options."

Verizon Wireless to Offer Open Access to Network [Wall Street Journal]
(Photo:nomad73)

Dear Consumerist,

I'm not exactly the biggest Consumerist fan out there, but I'm even less of a Verizon fan. I figured I'd point you to the story of their latest snafu.

It seems that some Verizon Wireless phones were accidentally adjusted back an hour for Daylight Saving Time's end this morning. I got e-mails from several people who woke up an hour late because they use their cell phone as an alarm.

DST actually ends Nov 4, but due to some new rules this year, its not going very smoothly. Oh well, at least you can get a credit out of it.

[FatWallet]
(Thanks, Nick!)

Hi Ben -

I see your name attached to stories regarding Sprint...and I really appreciate your site posting the executive customer service number! It actually got me past the inner circle of hell that is general customer service.

I received a $10k bill from them for one month of service for what I learned to be 'premium texting' done by my disabled 18 year-old daughter. This whole 'service' is such a huge scam, yet Sprint acts as if they've done nothing wrong. In fact, one of their finance people actually asked me last week why I would give my disabled daughter a phone!!

So, thanks to the number you guys posted, I reached someone that I could actually talk to civilly. They have offered a 50% reduction, which still borders on criminal, but I'm not sure I'll be able to do much about it. If you have thoughts to the contrary, I sure would love to hear from you or anyone else at your site!! J

You all are doing great work!!

Regards,

-Sean

Meanwhile, parents in California are suing Jamster, alleging that it targets children on Nickelodeon and MTV with misleading advertising, said Robert Thompson, the parents' attorney. Kids who texted a number in the ad thought they were getting free ringtones, but later discovered they had signed up for subscription plans, he said. Once enrolled, it was very difficult to cancel, Thompson said.

Anyone had any success disputing a text messaging bill of this magnitude?

They're testing a new "coinless" parking meter system that would erase (not refund) any extra time left on a parking meter so the next person couldn't "piggyback."

The city sees this as "lost revenue."

"We call it 'piggybacking at the meter,'" said Bea Reyna-Hickey, the city's revenue director, referring to drivers who benefit from the leftover parking time purchased by the motorists who used the spaces before them.

"Think of the countless thousands of dollars lost" every year at the city's approximately 33,000 parking meters, she said.

ParkMagic? Not so much [Chicago Tribune via Wise Bread]
(Photo:josephp)

Edmund G. Brown Jr., Attorney General of California, says:

"No cell phone company should profit from calls made by thieves or unauthorized users."

• The right to have the case investigated within 30 days
  
• The right to provide information showing a customer did not authorize the calls
  
• The right not to pay disputed charges during the investigation
  
• The right to appeal the outcome of an investigation to the California Public Utilities Commission

The California AG's office began their investigation into AT&T's stolen phone policy after a consumer complained that they were being held responsible for charges tied to phone calls that originated in Mexico. The consumer had never been to Mexico.

California AT&T customers who have been involved in a billing dispute over a lost or stolen phone since 2003 are eligible under this judgment, so give them a call.

Original Complaint (PDF) [California AG]
Attorney General Brown Settles Stolen Cell Phone Billing Disputes (Press Release) [California AG]
Judgment (PDF) [California AG]
AT&T changes billing policy on lost, stolen cell phones[Sacramento Bee] (Thanks, Andy!)
(Photo:Getty)

From the WSJ:

Deutsche Telekom (T-Mobile) said the deal will further its strategy of growing in the markets where it is already present. With almost 27 million customers, the U.S. mobile network market provides most of the company's mobile network profits and is the only positive revenue source for Deutsche Telekom as a whole. The acquisition allows T-Mobile U.S. to increase its network coverage capacity by 15 million potential users to 259 million in 98 of the U.S.'s 100 most important regional markets, Deutsche Telekom said.

T-Mobile to Buy SunCom Wireless For $1.6 Billion and Debt

Hello Ms. Marco,

I had an interesting experience with Verizon Wireless today...I was having trouble paying my bill using my cell phone, so I called them via land line. I paid my bill and I thought all was well...but I was forwarded to a Customer Service representative who informed me that I was going to be shut down...Apparently my Kyrocera 2135, which is several years old but still quite functional, must be discarded because it doesn't meet the new FCC rules for having GPS built in it. My normal contract with them expired years ago and I have been on a month-to-month plan...

I was aware of a new law regarding GPS, but I didn't realize that it was fully in effect yet.
In fact, a quick look at Verizon Wireless online doesn't indicate that all of the many, many phones they sell are complying with this requirement. A check of the FCC website yielded no assistance.

I told the CS rep that I thought he was trying to sell me a new phone and two year contract...naturally he denied this repeatedly...they will hold my phone number until the end of the month...if I don't get a new phone and a new contract, I will remain cell-less.

Does any of this make any sense to you all???

Many Thanks,
George
Washington, DC

Time for a bedtime story. Forgive us if it's a little boring, after all—it's about cellphones and policy and government agencies. Not very exciting stuff, but it will help you to understand why Verizon is being a hardass about your phone.

You see, once upon a time, way back in the early '00s, cellphones were not very good at locating people who were unable to tell the 911 operator where they were.

This is quite obviously a huge problem because the entire point of 911 is that the operator can locate you if you are in awful trouble and can't speak. In a perfect world, you could always just call the hospital and order an ambulance for yourself. Then you could file your toenails and watch the Price is Right and wait for them to show up. But life isn't perfect, and sometimes you need 911 to be able to locate you without your help.

The FCC decided to do something about this problem. They gave the cellphone operators a choice. Either they could come up with a network based solution or a handset based solution.

Your provider, Verizon, chose a handset based solution. They were given a deadline of December 31, 2005. By that date, Verizon was required to convert 95% of its users to the handset solution, GPS. They missed this deadline. Why? Because users didn't want to upgrade their phones. The FCC gave them more time.

By May 26, 2006 Verizon had become the first carrier to convert 95% of their users to GPS.

You, George, represent part of the 5% that they failed to convert. In a statement announcing their success, Verizon discussed their conversion technique:

"For the past several years, Verizon Wireless worked diligently to educate customers about the safety benefits of GPS-capable handsets; offered customers competitive and affordable choices among those handsets; provided detailed information on its Web site about the benefits of upgrading to GPS-capable handsets, including a Web-based look-up tool for customers to confirm their handset's Wireless Phase II E911 capability; and stopped activating or re-activating non-GPS handsets on the Verizon Wireless network."

The FCC is also getting really, really upset about the e911 program's continued lack of effectiveness at locating people who need it. Network based solutions, for example, don't work very well outside of cities because they use cellphone tower triangulation to locate users. The fewer cellphone towers, the wider the search area. In addition, it's difficult to ensure that rural areas are getting the coverage they need because the methods that cellphone companies use to report their 911 successes and failures don't provide specific enough data.

But this is probably boring you. You're like, "That it should come to this! I just want to stay on my same phone with my same plan." Well, you're probably not going to be able to. The good news is that you're out of contract and can take advantage of all of our awesome cellphone shopping tips. You may well end up with a better deal than the one you have now, and if you fall off your motorcycle in the middle of nowhere and are bleeding to death—you'll have a much better chance of being found before you've shuffled off this mortal coil.

Not the answer you were looking for, we know, but we do hope it helps.

(Photo:nomad73)

RELATED: How Joe Saved Hundreds Of Dollars Using Confessions Of A Cellphone Sales Rep

It came with two cheap plastic styluses, one of which broke while still in the phone.

Now Rob can't get the stylus out of the phone. Other than that small inconvenience, the phone is fine.

He called AT&T for help and they told him his warranty was void, then laughed at him.

Rob writes:

I've got an AT&T 8525, and I've had it since about mid-June. It was a refurbished model, and the stylus end (the end that screws in) was a little wobbly, but very functional still. We've got a little problem with it now, though. That tip on the stylus (a cheap, $3 part) has broken off. The phone is fine, but the stylus is broken. That in itself isn't a big deal, what sucks is that the stylus is still in the phone, and I have no way of retrieving it without opening the phone up and voiding the warranty. So, what am I to do?

I call AT&T to tell them the situation... and I'm promptly informed that the warranty on my phone is now void because of physical damage. What?! A $3 part that's shipped with the phone breaks, and now the phone's warranty is void. That's what I'm to understand. I try, repeatedly, to tell the Agent I'm speaking with that the phone itself is undamaged, that it's just the stylus, and I'm only calling them so I don't have to open the phone and void my own warranty. I am informed, over and over again, that it doesn't matter. I've abused the device, it is now out of warranty. I ask for the call to be escalated, and I'm sent to their Escalation Center.

I speak with Amy Hodges from Escalations. She informs me of the same situation as the previous person does, since before I speak to her the previous tech gives her their version of what's wrong with my phone. I try, in vain, to explain that I just want my stylus out of my phone. I explain that I don't need a new phone, that I just want the one I have to be 100% usable again, and all she'll tell me is that I can have it exchanged if I pay for a new phone. I ask her, "So, you're telling me that since the cheap, defective stylus you shipped me broke, my phone's out of warranty forever and I will have to buy a new one if I ever want it fixed." She says, while laughing, "Yes, that's what I'm telling you, your phone is no longer under warranty." I ask for her supervisor.

I speak to Josh Rosen, Supervisor for Advanced Data Devices. I try to start all over with him, figuring maybe something had just gotten lost in all the story telling from tech to tech. I tell him, "Ok. When I received my phone, I received three things: a phone, a stylus, and a battery. The phone and the battery are fine. The stylus, which I actually have two of, has broken." I ask if he's with me so far, and he doesn't reply. I ask again, and wait for him to say, "Huh?" I say, "Good to know you're listening. Anyway, on the stylus there are two tips. A rubber pointer tip, and a hard plastic lip tip. The hard plastic tip allows you to pull the stylus out of the phone. It has broken off. The stylus is inside of the phone. I am calling you so that I don't have to open the phone up myself and void the warranty." His response? "I'm sorry, your phone's out of warranty because of physical damage." At this point, I'm pretty sure he didn't listen to a word I said. I go back and forth with him for about ten minutes, asking what my options are and basically pleading my case. His response? I need to contact HTC, and ask a friend if they have any old AT&T phones I can use in the mean time. I ask him if he's joking, because he's laughing as he's telling me to do this. I ask him if he, as a consumer, would be satisfied with that answer... instead of answering me, he gives me the ol' "I do apologize for your frustration, but your warranty is void. Is there anything else I can help you with?". I ask for his supervisor, and I'm told that he's as high as it goes. I ask him if that's true, he says, "Yes, it's true." I don't believe him, so I ask again. He says, "Well, no, it's just for today." I tell him I want his supervisor's name, and I want it now. He gives it to me, but won't give me a number to contact him at. His name, by the way, is Thomas Jackson, Head Supervisor for Advance Data Devices. I am informed that if I want to talk to him, I will have to work through the chain again... he gives me the 1.800 number. I inform him that I'm not a satisfied customer, he thanks me for choosing Cingular Wireless (you'd think they'd have that trained out by now) and tells me to have a nice night.

So, that's where I'm at. I'll be calling HTC later on this afternoon (assuming they're open) and try and get this figured out. Just figured I'd let you guys know that if you break the stylus of a PDA/smartphone from AT&T, your warranty is completely void.
Thanks!

—
Rob

From BusinessWeek:

Disney's calling plans, which are far more elaborate than competing services, start at $25 a month for 200 minutes for an individual child. Contracts run two years. The "call control" feature lets a parent preselect, by the day and time, when the child can make or receive calls. That means you can disable the phone during school hours, although you can select a few "always-on" numbers that can be dialed in an emergency. The "family monitor" feature lets parents preset how many text messages or downloads the child is allowed per month.

Other phones, such as Modeci's TicTalk, look more like toys. The silver-gray oval-shaped handset ($99) replaces the standard keypad with a scrolling wheel to control a pull-down menu of phone numbers. TicTalk's service features are stripped-down compared with Disney's but still offer parental controls. Parents can prepay for a bucket of minutes—$100 for 400 minutes, for instance—with no contract. Unused minutes expire after 90 days.

Even more toylike is Firefly Mobile's new $50 glowPhone, expected to reach shelves in mid-September. Available in black or pink and designed for kids as young as 5, the glowPhone has no keypad. Instead, the rectangular unit has a simple spread of five large buttons, including one marked with a figure in a dress that can be set to dial Mom and a corresponding key for Dad. Like TicTalk's, Firefly's service doesn't require a contract. Calls will run as low as 10 cents a minute, with a 35 cents daily access charge.

Mom, Let's Talk [BusinessWeek]

Missouri is the only state without a statewide fee or tax for wireless 911 service. Voters have twice rejected ballot measures to raise taxes for 911 service, most recently in 2002.

Public Safety Director Mark James told lawmakers Monday that service needs to improve, and recommended a 75-cent monthly fee per cell phone number.

That fee would generate about $33.8 million a year, nearly as much as what's collected now through the fee on landline numbers, state emergency officials said.

"Ours is one of the worst in the nation, and actions must be taken to correct this life-threatening problem," James said. "I pray that we don't have to have a catastrophe occur before we have the courage to fix this situation."

Cell phone fee sought for 911 service [AP]
(Photo: Wellzee)

From their press release:

Songs purchased from eMusic Mobile are immediately sent to the user's wireless handset, and a duplicate copy is available for download to the user's PC at no charge. AT&T customers can subscribe to download five tracks a month for $7.49, and additional packages of five songs are available for the same price whenever desired.
,,,
"eMusic Mobile will expand the audience for mobile music beyond the youth market by offering an alternative to the mainstream pop hits that have so far dominated over-the-air music," said David Pakman, eMusic president and CEO. "AT&T is a terrific partner for this service, and we look forward to offering AT&T's more than 63.7 million subscribers access to a rich catalogue that ranges from legends like Paul McCartney and Miles Davis to new independent stars such as Spoon and Arcade Fire."

The program is only available on certain Samsung/Nokia AT&T handsets. We don't get the whole "putting music on the phone" thing, but at least you get the mp3 and it won't have DRM.

AT&T Mobile Music Hits the Airwaves With eMusic Mobile (Press Release) [CNN Money]

A time when people called you, and if you didn't pick up, it meant that you were something called "not home."

Remember "not home"? As in, "Oh, they didn't pick up. They must not be home."

We have to stop, we're getting too nostalgic.

Ten Reasons To Throw Away Your Cellphone [Wired] (Thanks, Chester!)
(Photo:Fast Fords)

She called T-Mobile to complain and what was their advice? Txt the spammer back (at her expense) and ask them to stop. What?

We thought this was the dumbest advice we've ever heard, so we wondered where it came from. Guess where? The FCC!

On the section of their website that deals with cell phone spam (which is illegal, by the way) the FCC suggests:

If you open an unwanted message, send a stop or opt out message in response.

1) It's a waste of a text message.
2) You're letting the spammer know that he/she has reached a working email address that is, in fact, connected to a phone, and, potentially, revealing your phone number.

Instead of wasting your time helping the spammers bother you, here's what you should do (this worked when it happened to us):

1) Call and demand a credit from your cellphone company. Tell them that cellphone spamming is illegal and you want to be compensated.

2) If the problem doesn't go away, demand a free number change or ask that txt messages be completely disabled.

3) Don't waste your money arguing with a spammer who already doesn't care that they are doing something illegal.

4) Report the spammer to the FCC and to your state's Attorney General. In Illinois, for example, Lisa Madigan sued cellphone spammers. Cellphone spamming is illegal under the provisions of the Controlling the Assault of Non-Solicited Pornography and Marketing (CAN-SPAM) Act.

Crissy writes:

Dear Consumerist,

I am writing in hopes that someone high up at T-Mobile will see this and realize how stupid their anti-text spam advice is.

Today, I received text message spam. This rarely happens, but it is an annoyance, especially since my plan (the basic family plan) does not include free incoming or outgoing text messages. Here is the text of the message I received:

Lovett@feroliegroup.com/MBN/(W.indows V.ista and all Adobe software) 90%o.f.f visit:(222. usa010 .com)

Clearly spam, right? The e-mail address is the only source information I have, and I'm not about to respond to it, just as I wouldn't respond to similar solicitation through e-mail.

I called T-Mobile Customer Care to ask whether I could receive credit (i.e., not be charged) for that text message, since it was spam. The representative I spoke with said that she would not be able to help me in that regard but that I should sign up with the Do Not Call registry to prevent such occurrences in the future. I informed her that I HAVE signed up with the registry, and she was appalled that I would still be having this problem. Her other suggestion was to reply to the text message with the word "stop."

My husband was not satisfied with this response, so he called back and spoke with someone else who was a bit more helpful with regard to credit. The rep he spoke with agreed to give us 30 free text messages each, which was more than fair. However, she, too, suggested replying to the text message with "stop."

Now, forgive me if I'm wrong about this, but isn't the cardinal rule of spam management, "Thou shall not give spammers the time of day by asking them to stop spamming you"? Won't texting these people back just make things worse? Why is T-Mobile encouraging this behavior? My husband tried pointing this out to the rep he spoke with, but all she would say in response is, "That's why we tell you to reply with the word 'stop.'" That particular representative, at least, did not seem to get the gist of why ANY response is a bad idea.

Again, I am grateful for the free text-messaging credit we were able to secure from T-Mobile, but I am concerned about their policy regarding text spam. Hopefully, if you post this, someone "important" will read it and realize that their current suggestion is no good!

Thanks, Crissy in Honolulu

CAN-SPAM [FCC]
(Photo:wetbaloney)

"The class-action waiver is unconscionable because it effectively denies large numbers of consumers the protection of Washington's Consumer Protection Act," Justice Tom Chambers wrote.

The "mandatory arbitration" clause that many businesses use to help prevent consumers from suing often includes a clause that supposedly waives the consumer's right to a class action lawsuit. From the P-I:

Microsoft, RealNetworks, Amazon.com, Intel and the Association of Washington Business filed "friend of the court" briefs on behalf of Cingular, while AARP, the state attorney general and the National Association of Consumer Advocates supported consumers.

"We are still studying the court's ruling," an AT&T spokesman said Friday. "It is important to note that the ruling does not address the plaintiff's claims, but, rather, only the arbitration clause.

"We continue to believe that a consumer is better off pursuing a claim under our arbitration clause, rather than pursuing a class action."

State high court says consumers can't sign away class-action rights [Seattle P-I] (Thanks, Toren!!)
(Photo:cmorran123)

PREVIOUSLY: Cingular Tries to Get Class Action Lawsuit Thrown Out, Cites Arbitration Clause

Even if the iPhone is unlocked (and, we're sure it will be, because everything is eventually) it will not work on Sprint, Verizon, Alltel, or US Cellular. It will only work on T-Mobile, and on most carriers overseas. This is because the iPhone is GSM and T-Mobile is the only other GSM carrier in the U.S.

When the iPhone is unlocked, it will be fantastic for people who live overseas or people who have contracts with T-Mobile or people who hate AT&T. The rest of you will continue your lives unaffected.

(Photo:cmorran123)

I went looking on Motorola's website for a corporate office phone number without any luck, until Meghann pointed me to the company's Google Finance profile, which listed the phone number. I called and requested to be transferred to Ed Zander's office. After being queried as to the nature of my call, I was instead transferred to their Customer Advocacy group.

For the record, the phone number is 1-847-576-5000. If you stay on the line and ignore the voice prompts you'll get an operator in due time.

Once transferred I spoke to an extremely friendly, polite woman named Kimberly who took my case number, read through the notes, and then said the magic words: "We'll just send you a new phone. Will that resolve the matter?" She did mention that there was a "transition" in their repair center structure, but quickly followed that that should not concern me. I'm told I'll have my new phone next week.

Thanks, Chris!

(Photo:physis3141)

"Our records indicate that over the past year, we have received frequent calls from you regarding your billing or other general account information. While we have worked to resolve your issues and questions to the best of our ability, 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..."

I have called them alot over the past year, but those calls were to have them fix their errors. I've always been polite to their employees (whether it be over the phone or in a Sprint store). I've never missed a payment and have always paid my bill early. I've never asked them for discounts or freebies.

This is ridiculous. They terminate me because I call customer service too much? I call customer service to have them fix THEIR errors.

Michael writes:

Hi. I and a number of others have recently received letters from Sprint that our service is being terminated because we call Sprint's customer service too much.

I've only been a Sprint customer since December 2005. I joined on the $30 SERO plan. This was around the time the SERO plans first became available and they still included unlimited text messaging. Since then, I've called numerous times because I keep being charged $10.00 for the unlimited text messages. Every month I call and every month they only credit my account $8.00. This happens every month. This past month I had also been having problems with my Samsung IP-830W. I did go to my local repair center to deal with that, but they stuck me with a refurbished Treo 700P with non-functioning space-bar and menu key. I've been calling customer service pretty much every day for the past month trying to get this fixed too (getting an equivalent replacement). I purchased this IP-830W full price (~$699) back in March of this year. I've spoken with numerous customer service supervisors about this and they've offered me a blue Treo 755P. They told me they would put a temporary credit on my account for the same price as the blue Treo 755P and then send me a return kit for this defective Treo 700P the repair center left me with. The temporary credit is on my account, but no one has been able to order this blue Treo 755P. I also have not received the return kit.

Yesterday, I received a letter from Sprint that says they're terminating service to me. Their reason:

"Our records indicate that over the past year, we have received frequent calls from you regarding your billing or other general account information. While we have worked to resolve your issues and questions to the best of our ability, 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..."

I have called them a lot over the past year, but those calls were to have them fix their errors. I've always been polite to their employees (whether it be over the phone or in a Sprint store). I've never missed a payment and have always paid my bill early. I've never asked them for discounts or freebies.

This is ridiculous. They terminate me because I call customer service too much? I call customer service to have them fix THEIR errors.

Sprint writes:

Michael, if you (and anyone else who is having this problem ) do want to stay with Sprint and get this resolved, you might want to try the Consumerist hotline: (703-433-4401). Let us know how it goes.

That's odd, Apple has a 14 day refund policy on the iPhone. As in, you can't return it for a full refund after 14 days. Darin writes:

So I made the 15 mile drive to the AT&T store and as soon as I walked in I was told that they will have nothing to do with the iPhone the moment you leave the store. So I drove 15 miles back home and called the nearest Apple store. They told me that they will handle any issues after the first 14 days, but AT&T is responsible for any issues within the first 14 days.

I then called AT&T and talked to a very friendly and helpful rep who told me that she believed that Apple would have to replace the phone but would verify, I spent several minutes on hold before she returned and after verifying the policy did confirm that AT&T policy states that Apple is responsible for all phone issues.

I explained what the Apple store told me and she volunteered to call them, I spent about 10 minutes on hold and she came back on and let me know that she had talked to the Apple store manager who stated that Apple policy states that AT&T is responsible for the first 14 days but that she would work with me if I went to the store.

Darin writes:

I purchased an iPhone Friday night from a local AT&T store, took it home and activated it with no issues. AT&T was relatively up front about the fact that it was covered by the Apple warranty.

After spending some time using the various features I noticed that the external speaker didn't work. I tried calling Apple tech support but gave up after being on hold for about 15 minutes.

Saturday morning I woke up, called Apple tech support and after a hour was able to speak to a rep. She was helpful but not knowledgeable (I knew more about the menus than she did), but after working through the problem she said that it appeared as if the speaker didn't work and to return it to the AT&T store. I asked several times if AT&T would replace it and she said that they would.

So I made the 15 mile drive to the AT&T store and as soon as I walked in I was told that they will have nothing to do with the iPhone the moment you leave the store. So I drove 15 miles back home and called the nearest Apple store. They told me that they will handle any issues after the first 14 days, but AT&T is responsible for any issues within the first 14 days.

I then called AT&T and talked to a very friendly and helpful rep who told me that she believed that Apple would have to replace the phone but would verify, I spent several minutes on hold before she returned and after verifying the policy did confirm that AT&T policy states that Apple is responsible for all phone issues.

I explained what the Apple store told me and she volunteered to call them, I spent about 10 minutes on hold and she came back on and let me know that she had talked to the Apple store manager who stated that Apple policy states that AT&T is responsible for the first 14 days but that she would work with me if I went to the store.

So I drove 45 minutes to the Apple store, walked in and asked for the manager; when explaining my issue to the Apple rep 3 other people spoke up and mentioned that they have the same issue with AT&T stating that they have to go to Apple. The manager talked to all of us, explained that fact that the AT&T and Apple policies do disagree but that she would resolve our issues. 45 minutes later I walked out with a new phone which is working perfectly.

I do want to warn people about purchasing iPhones from AT&T due to the potential support issues that they may experience if the receive a phone with issues.

Darin

(Photo: hanapbuhay)

PREVIOUSLY: 14 Days To Return The iPhone, 10% Restocking Fee If Box Is Opened

Today says the stalkers are using "snoopware" to hijack the phones and take control of them. Sounds like a scary science-fiction movie, doesn't it? Well, it's real.

From CNN:

Almost always installed without the user's knowledge, snoopware can be introduced in a variety of ways - most commonly through short message service (SMS) or multimedia messaging service (MMS) sent between mobile phones. Information taken is transmitted to the user at the other end who triggered the snoopware infiltration for download and perusal.

Turns out, the weirdo on the other line was really from AT&T and proceeded to disconnect Dustin's phone. Oh well. The rule still stands. Don't tell strangers who randomly call you your SSN or part of your SSN (it can be used to reset passwords) or your mother's maiden name or, really, anything about you. Tell AT&T you'll call them back, then call their switchboard.

"Hi, this is Bob from AT&T, I just need to confirm your address and ask you for the one piece of information I'm missing so I can empty your bank accounts, ha ha ha," is the oldest trick in the book.

Read Dustin's email inside.

Hi Consumerist,

At 9:30 this morning I received a phone call from someone claiming to be from AT&T/Cingular. They said my bill had been sent back and they needed to verify my address. I started saying my address, but the CSR interrupted and asked for the last 4 digits of my SSN. Coincidentally this is the info needed to reset a lost password, etc, within their website info. When I made the appropriate 'balking'-type grunt, the CSR insisted that it was only the last 4 digits of my SSN. At this point they were definitely sounding like methed-out identity thieves (MOIDs) who had stole my wireless bill. While I'm not sure what could be accomplished with my phone #, address, and last 4 digits of my SSN,

I'm not going to presume what a MOID could come up with. I asked them to contact me by email, which the CSR replied "We can't do that". I said I had to go and hung up.

Next time I tried to make a call, it turns out my phone had been disconnected and I would have to call them on a landline to get it turned back on. This process was relatively painless and took me about 5 minutes. My bill had got sent back to them because at some point my apartment number had somehow disappeared from the address on file. The CSR on this call apologized and said they should have sent me a text message before calling me. However, I still would have been suspicious there as well — what difference does a random text message make?

So, in conclusion, when AT&T (the new Cingular (the new AT&T)) loses your address in their files, they cold-call you like a MOID would and disconnect your line if you don't give them the personal info they demand. Luckily, I wasn't trapped under a snow bank or something.

Dustin

Consumerist asked AT&T for more information about their policy on cold calling customers and asking for personal information. We also asked if they had any information on preventing ID theft. AT&T chose not to respond to our inquiry.—MEGHANN MARCO

(Photo: cmorran123)

The most important ones to know?

GSM: "Short for Global System for Mobile Communications, GSM is the most widespread standard for cell phones networks in the world. If you're a jetsetter who likes keeping in touch during your far-flung travels, you should go with a GSM-enabled phone, and here in the U.S., AT&T and T-Mobile are both GSM carriers. Besides the technical differences between CDMA and GSM networks (I'll spare you the details), the main distinction of a GSM phone is that it comes with a SIM (Subscriber Identity Module) card."

CDMA: "Short for Code Division Multiple Access, CDMA networks are much more prevalent in the U.S. than they are abroad, and while CDMA boasts many of the same features as GSM networks (including caller ID, call waiting, and text messaging), there are some key differences—namely, CDMA phones don't use SIM cards. Instead, your phone's identity and number are programmed into the handset by your carrier, and you can't easily switch numbers on CDMA phones as you can with SIM-equipped GSM phones. Also, CDMA phones can only handle three-way conference calls, versus six-way calls on GSM networks. Major CDMA carriers in the U.S. include Sprint, Verizon Wireless, and regional operator Alltel."

What this means for you: GSM phones can be "unlocked" and used with other carriers. Why is this important? If you have Cingular (AT&T) and want T-Mobile, you can keep your phone. Or, if you want to go to Europe, you can have your phone unlocked and buy a temporary SIM card from a European phone company.

With CDMA, you can't. Simple as that. —MEGHANN MARCO

Basic Cell Phone Acronyms You Need to Know [Yahoo!]
(Photo: TheeErin)

The deal must be approved by Alltel's shareholders and by regulators. It is expected to close by March 2008.

Scott Ford, Alltel's chief executive, was quoted in media reports as saying the buyout price is "a 10% premium over a price that clearly anticipated this outcome."

Alltel has 12 million subscribers, the fifth-largest among major cell-phone companies, mostly in the Midwest, West and South. It has 15,000 employees.

Ford said no changes are planned in staffing, according to media reports. Ford will still be chief executive.

Alltel Going Private In $27.5 Billion Buyout [SmartMoney]

Jackson writes us not knowing what to do. He ordered two new phones from Sprint but can't get all of them activated. He says he's clocked 11 hours and 15 min on the phone with " 30 (Thirty) customer service reps of various departments." At the 9 1/2 hour mark, he found his wife crying on the phone with a Sprint CSR. Jackson writes:

After I heard her crying I went over to a Sprint store and as I walked in the guy said,"How can I help you?"

To which I replied," I'm here to kick some ass!!!!!"

He got snotty too, and told me I was at the wrong type of Sprint store for my account type. I apologized. I've been an ordained minister and I'm still very active in church activities.

I can just see the headline, "Minister kicks some ass".

Or, "Minister gets his ass kicked". The kid in the store was about 30 years younger than me.

First, here's Jackson's email:

My wife and I have just spent 11 hours and 15 min on the phone with Sprint customer support, since April 13. We have, as of last night talked to 30 (Thirty) customer service reps of various departments.

I woke up one morning to hear my wife crying on the phone with a rep. That was the 9 1/2 hour point. I took over at that point. I didn't last as long as she did.

We had a 2 phone, Family Plan. My wife added 2 more phones to the plan making us a 4 phone, Family Plan.

They disconnected one of the original phones and can't get it going again.

It took 2 for sure, maybe 3 calls to get the 2 new phones shipped. I need to check with my wife.

They finally sent the 2 ordered phones for the 2 new lines, but I haven't opened them cause I was worried about the whole Sprint thing by now.

This note doesn't come near conveying the raging fury, I have kept to myself, regarding this matter. 2 of the lines, mine and one of the ordered phones, are business lines. Mine dead, hers not activated because I'm so worried about the whole Sprint thing and the 2 year contract we may have just renewed. We had just expired.

All the reps have been nice.

Sprint, itself is broken.

Out of five Reps who said they would call back, only one did.

I have only lost my temper once .

After I heard her crying I went over to a Sprint store and as I walked in the guy said,"How can
I help you?"

To which I replied," I'm here to kick some ass!!!!!"

He got snotty too, and told me I was at the wrong type of Sprint store for my account type.
I apologized. I've been an ordained minister and I'm still very active in church activities.

I can just see the headline, "Minister kicks some ass".

Or, "Minister gets his ass kicked". The kid in the store was about 30 years younger than me.

And so on........

Thanks for your time.

I'm thinking about youtube.com. I produce a program of our church on 2 local tv stations.

What would you do if you were us?

"We're now giving you 30 days to try Sprint risk free whether you are activating Sprint PCS or Nextel services. If you are not completely satisfied with Sprint, your service, phone or network, simply return your phone, and deactivate service within the 30 days. We'll return your activation fee and waive your early termination fee, and you will only be responsible for charges based on your actual usage."

Call Sprint. Tell them you are taking advantage of the 30 day guarantee because you are not happy with your "service, phone and network." You will need to return the new phones to Sprint.

Upon invoking the name of a 30-day guarantee, you will most likely be directed to some sort of retention specialist. This person will try to fix your problem. Feel free to simply insist that your entire account be canceled.

Tell the Sprint CSR that you would like to port your number to another carrier. This should prevent them from releasing the number into their number pool. For more information about porting a number, click here.

At this point you should be free to move your account to another provider. In the course of escalating your issue, we have some phone numbers you might want to try. Oh, and here's a guy who seems important.
CEO, Gary Forsee: Gary.D.Forsee@mail.sprint.com
703-433-4040 Direct
703-433-4352 Fax

Good luck! —MEGHANN MARCO

(Photo: Sam Wilkinson)