Cell Phones and You

Hey! I Am the Customer!

noreply@blogger.com (Theodore) — Mon, 13 Jul 2009 03:12:00 +0000

Those of you who are like me and are in the customer service field know that it can be a stressful and demanding job. We had an infomral meeting the other day at work that discussed how to provide exceptional customer service and I wanted to share the main points with you.

Attitudes, Motives and Values all play a big part in customer service and this discussion struck a cord with me and has halped me to provide a better experience for each customer that I speak with every day. First, i want to define each of these.

My attitude is the way I think and is reflected in the way I carry on in my work and relate to others. It's also evident in times of stress.

My motives are the reasons why I do things. I may work hard because it makes me feel good or maybe because I want that promotion that is up for grabs.

My values are inner guidelines that direct my behavior or rules by which I live my life. A person's behavior is almost always consistent with his or her values and they will not do things that conflict with them.

So, what do these things have to do with good customer service? EVERYTHING! Customer service isn't just painting a smile on your face and performing plastic tasks. People can see through these easily and quickly. They are thinly vieled attempts at being nice.

VALUES DRIVE OUR ATTITUDES, MOTIVES AND BEHAVIOR

Three things that you should be sure to think to yourself at every customer interaction are:

1. "You're the customer - you pay my salary!

2. "There's something about you I like."

3. "You make my job possible."

When these are values of yours you will automatically make the custopmer feel important. You can choose to focus on what you like about a person or on something you don't like. It's your choice!

I decided to post this not only because of the meeting I had at work but also because I experienced the exact opposite the other day at a business. As a person in the field, it is easy to see mistakes that other customer service personel make and crituiqe them.

I took my nephew to a local video game trading store located near my home. As we walked in the person behind the counter was on the cell phone speaking about some sort of ball game somewhere. Now the fact he was on the phone did not bother me. What did bother me was that he did not acknowladge our presense in any way, even though he walked by us numerous times. He could have simply waved or nodded his head or even simply stated "I'll be with you in just a moment." But there was nothing. So, after about 5 minutes, we left and went to Game Stop down the road where we were greeted immediatley even though the store was packed. Which store do you think i will be going back to? The one that greeted me and let me know they appreciated the time I took to come into their store that's who!

T-Mobile My Touch (G2)

noreply@blogger.com (Theodore) — Wed, 01 Jul 2009 06:40:00 +0000

So, I got my hands on a My Touch. It is basically the G2 but is not being marketed as such. It has the same Android OS and same interface but is different in several ways. First and the most noticeable is weight. Because it does not have a physical keyboard (Opting for the on screen keyboard only) it is probably more than 50% lighter than the G1. It is also much sleeker than the G1 and will fit in ones pocket much better. The interface has changed in that it is much more personalized. You can add several "panes" and create your own icons. The device will learn what you search for most often and anticipate things you might like. Comes with a 4GB SD Mini it has plenty of memory. maybe not as much as the iPhone but who the heck needs 16GB for a phone anyways? :P 90% of the applications are free in the market place and most are open source as well. Some cons are apparent. The device is a bit sluggish if you have too many applications but manageable. Also, the on screen keyboard is not something I care for, although that may be because I have those big sausage fingers.

Current T-Mobile customers can pre-order the device beginning July 8 and it will be released early August. A nice perk I get is the fact that they have set aside 20,000 units for employees and we get it weeks before the release date. I just wish they would do it like Apple did the first iPhone and GIVE one to each employee. The unofficial word is that it will sell for $199.99 with a 2 year contract.

Dealing With Customer Service Rant

noreply@blogger.com (Theodore) — Wed, 10 Jun 2009 23:58:00 +0000

This post was intended to be simple tips but has turned into more of a rant from a customer support agent. Don't take anything said here personally. I try 110% to give each customer exceptional service and strive to let each one know they are special to me. Customers like you pay my salary and I understand that.

I have been on the other side of the phone in customer service for many years now and I must admit that before I had this experience, I would call customer support with a less than a pleasant attitude, yell at the agent and was of the mind that my problem was the only problem and demanded it get fixed immediately. In the past years that attitude has changed for the better. This post is intended to give you some tips on how to deal with customer service. I will focus on wireless communications in this writing but the tips could apply to any company.

The first thing I want you to realize is that while every customer is considered important, you are not the only customer. Do not call customer service with the attitude that you are better than anyone else and demand that your issue be resolved immediately along with credits for your "inconvenience." Having this attitude will put the agent on the defensive as soon as you start talking. This will prevent you from getting the service you deserve because the agent will be looking for ways to get you off of the phone as quickly as possible instead of working to fix what is wrong. A calm, polite customer stands a much better chance of getting their issue resolved on the first call. The old addage "You get more flies with honey" holds very true here.

Next, read your manual and know your phone. Agents are there to help you along but you can not expect them to walk you through simple tasks like how to make a phone call. Agents are glad to help you with the more complicated aspects of the service or phone functions, but not the simple things. It is simply a waste of time and resources and the information can easily be found in the first few pages of the manual.

Don't ramble. Agents have an expectation to be on and off a call within a certain amount of time. On any particular day, the average time an agent is on each call is taken into consideration to determine that agent's status, raises, bonuses, etc. Pleasantries like the weather and speaking breifly about a common experience are great but when a customer starts talking about their dog that made the green poopie, it's time to close the call and move on. Stick to the issue as much as possible and I guarantee you the agent will thank you for it.

Do not call from the phone you are having trouble with. This one is a biggie. An agent cannot troubleshoot your phone if you are talking on it. In most cases the fix involves powering the phone off and then back on again. There have been a number of times where I have forgotten to ask the person if they were talking to me on the phone, requested they turn it off and the call disconnects.

Know that technology has problems from time to time. It is inevitible and cannot be prevented. If your phone stops working for 2 hours it is not a breach of contract, nor does it dictate a month's worth of service credit. If you loose a $100,000 sale because the call dropped, it is not the responsibility of the phone company to reimburse you. That being said, if you take the first tip to heart and be polite about the issue, chances are you will get some small credit on the account for your troubles.

Finally, speak clearly and be ready to answer questions and perform troubleshooting that you may have already done on your own. Agents have specific troubleshooting that must be done in order to determine what the issue is, if your phone needs to be replaced, if the issue is within the network, etc. If you are at a party with loud music, step outside. If your child is crying in your arms, let someone else hold him/her. In other words, be ready to focus on the call and be able to provide the agent with your full attention. this will help to resolve your issue much more quickly. We understand that you are busy and have better things to do than call customer service, but the more you are able to focus on the call, the faster you will be done.

Finally, look up your account on the internet before calling in. Chances are the issue you are having has been experienced before and you can find the answer in the support area of the web site. Most cell phone companies have forums online that will help with common issues. If you are reading this post then you probably know how to use forums. Some companies even have live chat support available.

Customer support agents are people too. Sometimes it is hard to remember that fact. Not only for the customer but the agent as well.

I hope these tips don't seem too blunt but I wanted to be straight forward and taking these tips to heart will, I promise you, make for a much more pleasant and faster resolution of your problem.

Gary Vanerchuk

noreply@blogger.com (Theodore) — Sat, 06 Jun 2009 14:20:00 +0000

I am going to stray from talk of cell phones today and give a kudos to an internet presence that I found some time ago. Gary Vanerchuk started out his career owning a wine shop and has used social media such as Facebook and Twitter to expand his brand. He has been interviewed by many well known companies such as CNN and recently signed a book deal. If I am not mistaken, he has strayed from the wine industry slightly to speak to large companies on his ideas. He has so much energy and so much presence that he seems to pop out of the computer screen. Every day I try to pull up one of his videos to get inspired before I go to work or to get pumped before working on this blog. I suggest you check him out at his website.

Android 1.5 Video

noreply@blogger.com (Theodore) — Sun, 31 May 2009 14:51:00 +0000

Some of the changes to G1 from the Android developers' team.

Skin Your Phone and Other Devices

noreply@blogger.com (Theodore) — Wed, 27 May 2009 18:20:00 +0000

Ever want a custom made, quality skin for your phone? Well, look no further. HP brings to you “Skin It.”

This allows you to create customized skins for your phone, computer, laptop, monitor, and a number of other things. It’s not limited to HP devices either! Don’t like the premade pictures and designs? Not a problem, just create your own using the “Customizer.” Here you can use your own pictures or designs and create truly original skins for your phone and other devices. Even add text and shapes, whatever you want.

Change your mind at a later time? No problem, using 3M technology, the skins are easy to apply as well as remove leaving no residue so you can apply new ones.

The price for my cell phone is $14.99 per skin, but it is a high quality print and guaranteed as well so i think it is worth the money.

Create your own skins, make all of your devices match…or not.

Let me know what you think of this site. Have you ordered any skins yet? I want pics!

G1 Android 1.5 Update (Cupcake)

noreply@blogger.com (Theodore) — Wed, 27 May 2009 16:31:00 +0000

On my way home last night I received the long awaited “Cupcake” update for my G1. The actual name is “Android 1.5″ but it has become known as the “Cupcake” ever since the developers’ name for it was leaked.

The update gives the G1 a lot of changes. An on screen keypad, video recording, changes to the camera function, easy link to upload to Picasa and You Tube, as well as stereo blue tooth support. Along with other firmware updates.

I have had the chance to play around with these changes and I must say, while not too fond of the on screen keypad, I’m loving it. The camera is much better and faster. Before the update it would take up to 3 seconds from the time you pressed the button to the time the picture was taken. now, they have added an on screen button that takes the picture almost instantly. The video recorder is nice and the ability to upload directly to You Tube is a great feature. The phone seems a little faster and more responsive to commands as well.

The on screen QWERTY keyboard is nice, but I’m not really a fan of it. I chose the G1 because it has the physical keypad. My fingers are a bit too big for the small letters on the screen and I have a lot of typos.

The camera is by far the best update. Much faster response time when taking pictures plus the ability to upload directly to Picasa.

The video recorder is a nice addition along with the ability to upload directly to You Tube.

The icons have been updated as well, with better looking graphics.

Choosing the Right Cell Phone Provider

noreply@blogger.com (Theodore) — Thu, 21 May 2009 17:53:00 +0000

As you know, there are numerous cell phone providers out there today. AT&T, Verizon, Sprint and T-Mobile are the big dogs in the USA. Others, such as Cricket are sitting on the side lines but making it work.

With so many choices it is hard to decide which provider to go with. They all dangle sweet deals in your face hoping to entice you to choose them. Free phones, mail in rebates, free service for a specified time, all are offered. Each of these offers require a two year agreement or contract.

A main tip I want to focus on is to forget about the offers. Don’t look at the phones or the rebates or the free service. Instead, focus on the service the provider has in your area. Just because a provider says they have the largest network does not mean that they have service where you work and live. Go to each of their web sites and look at their coverage map. Put in any and all addresses you are located on a regular basis. Home, Work, School, Your kids’ soccer field, your mom’s house, wherever you think you might need the phone.

Once you do that, check on the return policy. Most providers give you 14 days* to return the equipment should you decide you do not want it for any reason. If returned within that time, you contract is void and all activation fees are refunded. The only thing you pay for is the usage you incurred during the two weeks.

During the trial period, keep everything that came with the phone. The box, the plastic that everything was wrapped in, the twist ties, manuals, etc. All of this will be needed should you choose to return the phone. Missing anything will result in a “restocking” fee. Also during this time, use the phone like crazy. Use it everywhere, make calls from anywhere you can. Make sure that this phone is going to work where you need it to. Indoors, outdoors, in a basement, in a walk in freezer, whatever. The usage you will pay for is not determined by how many minutes you use (unless you go over your alloted minutes) but by dividing the monthly fee by the number of days in the month and multiplied by the number of days you used the phone.

Check the manual and go over the phone’s features. Determine what fees will be charged for using these features, if any. In a previous post I discussed that at least one provider will require the data feature for smart phones be applied for the life of the contract. Make sure it is something that you will need and use. There is something to be said for having the latest and greatest phone, but in today’s economy, you must be sensible about it and pay for only what you need instead of trying to “one up” the Jones’.

I suggest getting the equipment from a store rather than on the web or over the phone. It is much easier to return to the store than the other options. Should you return the device, call the provider later to ensure your account has been closed under “Buyer’s Remorse.”

Having a cell phone has become a necessity rather than a luxury. knowing what you need and what you want is important before you jump into a two year agreement. Once the 14 days have elapsed, you are locked into the agreement. Break it and you are faced with a $200 Early Termination Fee.”

*California residents have 30 days to return a cell phone under Buyer’s Remourse

Upgrading Tips, Getting the Best Deal.

noreply@blogger.com (Theodore) — Wed, 20 May 2009 16:46:00 +0000

You have had your phone for almost two years and you're ready to get a better one. Chances are you are eligible for a discount upgrade if you agree to another contract. Here are some ways to get an even better deal than just blindly taking the first offer you get.

Cell phone service providers want to keep you as a customer and what is more they want you to be obligated under a contract. When your contract comes up for renewal, the provider is ripe for the picking. If a person is not under an obligation, the chances of them leaving and going to another provider rises drastically.

Probably the best way to get a better deal on a phone and plan is to threaten to cancel and go to a competitor. After an attempt to "save" you, the agent will transfer you to an "Account Specialist," known internally as the "Save Team" or "Customer Loyalty." It is here that the special deals will start falling out of the sky. Their job is to save you as a customer and get you under a new contract at almost any cost. They have access to special offers not available online or through a normal agent.

Chances are you will get a very nice phone for free and a special rate plan with extra minutes, depending on how long you have been a customer. Even the high end devices like Blackberries and Windows Mobile devices will be slashed in price or even free if you agree to stay for another 2 years.

Also, remember that most providers will do this over the phone, which means you are giving a verbal agreement for two years. The thing is, by law, a verbal agreement cannot extend beyond 11 months! So go ahead and agree to the two years. Even if the conversation is recorded, it is still a verbal contract that cannot be made for more than 11 months legally. Should you decide to leave after that time, remind them of that fact and you will be released from the two year verbal agreement.

Don't you just love loop holes? If you have any questions, leave a comment!

Common Text Messaging Problem

noreply@blogger.com (Theodore) — Tue, 19 May 2009 14:40:00 +0000

Text messaging or SMS is a common way for people to communicate. At first it seemed to be limited to the younger age group, now the older generation is fast falling in love with it. This post will focus on issues you might have with text messaging and ways to correct it without calling customer service.

A common issue I see is when a person can receive text messages but cannot send them. In order to send text, your phone has to have the correct "service center number" programed into it. This is the number that the phone "calls" when you send a text to engage the system. If this number is incorrect or missing, you will not be able to send messages.

The fix is quite simple. In most phones, the setting is located in the messages menu under settings or inbox settings. You can look online to find which is the correct number to enter. Just do a search for "Service Center Number AT&T (Or whomever your provider is)."

It is important that the + symbol is entered before the number as well.

Another common problem people have is getting the phone to type the words that you want it to. Most phones have an option called iTAP or Predictive Text. When active, the phone will attempt to guess what word you want and allow you to select it. Personally, I dislike this setting as it is very hard for me to use, but many people like it and it helps speed up the texting process. Each phone has a certain way to turn this feature on and off so I can't give you a step by step instruction. Look in your phone's manual under SMS or Text for the information or do a search on the net.

If you have a specific text problem, leave me a comment!

Mandatory Data Features!

noreply@blogger.com (Theodore) — Mon, 18 May 2009 16:54:00 +0000

If you are planning on getting a data phone such as a Blackberry or others, you can't afford to miss this information.

Starting June 1, 2009 at least one service provider will require a data plan be placed on the account for the life of the contract agreement. This means that even if you loose the phone and purchase a non-data device as a replacement, the feature must remain. Removing the feature before the agreement is satisfied will cause a breach of contract, the number will be canceled and any early termination fees will be applied. Prior to June 1, 2009, you can remove or add the data feature at will with no changes to your agreement. Data features can range anywhere from $20 to $40 in addition to your rate plan's monthly fees.

Let me explain a little more because this can be confusing.

Let's say you get a Blackberry phone on or after June 1, 2009. As part of the agreement you have to have the data feature. Two weeks later you loose the phone and do not have insurance. Since you are not eligible to get a discounted upgrade you buy a non-data device from somewhere at full price which means you are still bound by the original contract agreement. Since it is not a data device, the feature on the account is useless so you call to have it removed. You will be informed that removing the data feature from the account will cause a breach of contract and cancellation of the line with early termination fees.

There are options though. If you get a data phone on or after June 1, 2009 and you elect to pay full price for the phone (For a Blackberry it can be as much as $500), you will not be bound to a contract and will be able to add and remove the feature at will.

Similarly, if you upgrade your phone and choose a non-data device as the new phone, you will then agree to a new contract but since the device is a non-data phone, the feature will not be required.

This has come about because service providers have discovered that people are buying data phones at a discount and agreeing to contracts, but they are not adding the data feature for the extra costs. This is causing a huge loss of revenue. The logic the providers use is "We are requiring the data feature be applied because we want to ensure our customers get the most out of the device as possible."

One more thing before I complete this post. If you have Family Unlimited Messaging on your account for $19.95, DO NOT remove it. Any family messaging added after June 1, 2009 will be $24.99. Also, keep an eye out for a family (shared) data feature sometime in the near future.

If you have any questions please leave me a comment!

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Mon, 18 May 2009 00:00:00 PDT

Cell Phone Blog

Power Cycle Your Phone!

noreply@blogger.com (Theodore) — Sun, 17 May 2009 17:13:00 +0000

As a technical support and customer service agent for the wireless industry, I get up to 60 calls in an 8 hour period from customers that are having problems with their phones. No signal, interference, echoing and other issues are common. My intentions for this post is to help you solve these issues without having to call customer service.

By far, the number one troubleshooting tip I can give to anyone that is having a problem of any kind with their cell phone is "power cycle" which simply means turning your phone off and right back on again. It is a simple but very effective way to solve issues and works, if I had to guess, about 80% of the time. So, before you call customer service, turn the phone off and back on. You are likely to save yourself a lot of time and effort.

A common issue I see is a person who is showing full signal on their phone, but when they make a call nothing happens and there is just "dead air." Usually, this is caused because of a glitch in the system. As you move from place to place the tower you are getting your signal on passes you to the next tower as you move away from it. Generally this happens seamlessly and without you noticing anything except maybe a click if you are on a call when this happens. Occasionally the "hand off" does not occur properly and you become stuck on one tower. As you move away from the tower, your phone picks up the signal of the closer towers but your phone is still registered on the one you passed. Since you are too far away from the tower for it to "see" your phone, you cannot make a call. To fix it, simply power your phone off for about 5 minutes to allow your registration to cancel and power it back on to re-register on the proper tower.

Another reason to power cycle your phone is the fact that from time to time service providers send out "Over the Air" (OTA) downloads. These update the software and sometimes the firmware in your phone to ensure the phone knows what towers it is allowed to use and what towers it is not allowed to use. Like a computer, you must restart your phone for these updates to take effect. Because you do not know when these downloads are sent it is a good idea to power cycle your phone once a day or at a minimum once a week.

These are only a couple of reasons to power cycle your phone regularly. If you have any questions or suggestions of your own, please leave me a comment.

Bill Shrink

noreply@blogger.com (Theodore) — Sat, 16 May 2009 13:27:00 +0000

With all the cell phone plans out there, it's hard to decide which one will be best for you and save you the most money. Once you agree to the contract you are locked in for as much as 2 years or face Early Termination Fees.

There is a site that can help you decide which company and plan to go with. Bill Shrink offers a way to compare four different cell phone companies and suggest the right one for you. You simply enter a few pieces of information, such as how many phones you need, what you want to or currently are paying for the service, your messaging and data usage habits. It will then determine which company offers the best plans at the cheapest rate.

It doesn't just help with cell phones either. You can get help with your credit card and a "Gas Advisor" is currently in BETA testing.

Check it out when you get the chance. Anything to help save money is worthwhile in today's economy. If you know of other web sites that will help you save money in the cell phone world, drop me a comment!

Direct Versus Indirect Dealers

noreply@blogger.com (Theodore) — Fri, 15 May 2009 14:56:00 +0000

There are many ways to apply for and get a cell phone subscription. Online, over the phone and at a store. The stores are what I want to focus on today. There are two types of stores, a "Direct" and "Indirect." Both offer the same phones and rate plans but the agreements can vary to a large degree.

A "Direct" dealer is a store that is owned and operated by the service provider. Typically these stores are set apart from any other store and the employees wear the provider's "uniform." They offer devices and accessories for one service provider only. T-Mobile stores, AT&T Stores, Sprint stores, etc.

An "Indirect" dealer is a store that typically offers services from more than one provider. They may have Sprint, AT&T and T-Mobile services all in the same display. These stores usually go by a different name such as "Joe's Cell Phones". Large department stores like Target, Wal-Mart, Best Buy, etc are also considered indirect. You may also see the term "Authorized Retailer."

The difference is not the devices they offer or the plans that are available but the agreements. Indirect dealers have options like charging more for activation or other extra fees. The contract agreements can also vary from a direct dealer. While an AT&T direct dealer may allow 30 days to return a device, an indirect dealer typically only allows 14 days. An indirect dealer may offer to waive activation fees, but these are the fees that the dealer typically charges, not the service provider's mandatory activation fees. Returning a device is not as easy to do when you get it from an indirect dealer as you must go to the store where you purchased the device and satisfy the indirect dealer's requirements, which may vary from the service provider's. An indirect dealer "buys" an account with the service provider and has hundreds of phone numbers reserved. This means that everyone that buys from them are on one account on the providers 'systems and you will not be able to get assistance from the provider, but instead must go to the dealer you purchased the device from.

In short, always go to a direct dealer and steer clear of indirect dealers. While the indirect dealers may offer what seem to be "too good to be true" deals on the price of the device, they usually include agreement requirements that will cost you more in the long run in the form of extra start up costs, less time to return the device and even extra fees on your monthly bills. If you are unsure if a store is a direct or indirect dealer, ask the employee or look for the tips below.

Direct Dealers:
Only sell one service provider's devices
Employees wear the provider's logo (Be careful here as some indirect dealers will wear a provider's logo as well).
The sign outside does NOT include the words "Authorized Retailer."
The store is by itself with no other services or items offered

Indirect Dealers:
Sell more than one provider's services
The Store name is something other than the provider's name (Joe's Cell Phones).
The sign outside includes the words "Authorized Retailer."
Typically located in a store that offers other services or items like Wal-Mart or Best Buy
Commonly found in kiosks in a mall (The small "booths" in the middle of the mall floor)

What Are "Unlocked" Cell Phones?

noreply@blogger.com (Theodore) — Fri, 15 May 2009 07:20:00 +0000

You may have heard the term "unlocked cell phone." What is it though?

When a manufacturer produces a cell phone they negotiate contracts with various service providers. Sometimes with several, other times with one exclusively. For example, the iPhone in the USA is contracted to be an exclusive AT&T product. T-Mobile contracted with Google for exclusive rights to the G1.

The phones are "locked" to each carrier, which means they will only work with that service provider's SIM card. Try to use another SIM card, say a Sprint card in an iPhone, and you will receive an error. This is known as a "Subsidy Lock."

There are companies and programs that will disable the Subsidy Lock for a fee. In order to do this, you must provide the IMEI number (each phone has a unique IMEI) to the company or program and it will generate a code which is then entered into a phone to complete the process. Unlocking a phone is useful if you want to use a phone with a service provider other than the one it was made for.

You don't have to pay to unlock your phone if you know a few things. First, if you have completed your agreement with your provider or if you purchased the phone at full price with no discount for an agreement, they are obligated to give you the code upon request. Still under the contract agreement? No problem, simply call your provider and tell them you are going on a trip over seas and want to use a local SIM card. The provider will give you the code and instructions on how to enter it. Please note that AT&T will NOT provide the unlock code for the iPhone under ANY circumstances. T-Mobile however will provide the code for the G1.

Unlocking a phone can save you money if you go to another carrier. However, keep in mind that it may or may not work with the new provider. This is especially true with the data features.

What Cell Phone Is Right For You?

noreply@blogger.com (Theodore) — Fri, 15 May 2009 04:04:00 +0000

Are you the kind of person, like me, that has to have the latest and the greatest? Or are you someone who simply wants something to get you help in an emergency? Choosing the right cell phone is important to make sure you have a good experience.

In a recent poll, it was found that most people would give up their home phone or land line before giving up their cell phones. This was not true just a few years ago. Keeping in touch with friends and family anywhere and at any time has become a necessity when a few years ago it was a luxury.

Today's cell phones have become more though. Almost anything you can do on a computer can now be done with a cell phone. Surfing the net, keeping track of finances and stocks, scheduling, real time directions and any number of other things. Because of this, the cell phones that are available have grown tremendously and it can be hard to decide what is best for you and your needs.

How can you decide then? You must decide first on your primary use. Will you simply be making calls? Is email on the go important to you? What about pictures, text messaging, music, games? Each of these things can be provided with cell phones. The trick is determining what is right for you.

Going to the cell phone store is not good enough. Sales people work on commission and because of this will try and sell you the most expensive phone they can, along with the extra charges for features you may not want or need. They are good at what they do and have the ability to make you think what you want is what they are trying to sell you. Only later, after you have gone beyond the return time will you realize that the choice you made was the wrong one.

Take the time to research phones and their capabilities. I suggest going to Phonescoop to compare phones.

The high end phones, or "data" phones offer the most extras. With the ability to surf the net and other high level capabilities, they also require a data plan to use it. This is on top of the rate plan that you agreed to. Once you agree to these extra fees for the data features, you cannot remove them in some cases, even if you change phones to one that does not offer the data feature. You must keep the data feature for the life of the contract. This is a recent change and the service providers tell you that they require it to ensure you get the best experience with your device. The real reason is revenue and profit. Service providers found that people were buying the high end devices but not adding the additional cost of the data feature. This prompted the recent change requiring the feature.

Make sure you know what you want before you go to the store and stick to it. If you do not want extra features such as text messaging, do not allow the sales person to talk you into it. Read the contract BEFORE you sign it. You would be surprised at what you are agreeing to when you blindly sign the contract. There are clauses such as mandatory arbitration which means you agree to arbitrate any disputes before you go to a lawyer. Another obscure clause is the agreement that a customer service agent can disconnect your service if you are rude or curse at them. Early Termination Fees apply in this case! Granted that clause is rarely enforced, but I have seen it happen.

Finally, know the return policy. Most providers only give you 14 days to return your device from the time of activation, not the time you get your phone. So, if you get it through the mail, you can subtract a few days. Returning the device is not as simple as it may seem. You must return it in "like new" condition, with everything that was included and in the original box. Loose the box and a restocking fee will be charged as agreed to in the contract. After canceling the line under the return policy, I recommend calling the provider the next day to ensure it was actually canceled by the store agent. Remember, they are on commission and will sometimes resort to drastic and even illegal measures to keep a sale. I will write more on this in another post.

My First Post About Cell Phones

noreply@blogger.com (Theodore) — Thu, 14 May 2009 22:53:00 +0000

Hello!
This blog is intended to become a source of information, tips and tricks for cell phones. From the simple "phone first" devices to the all knowing, all seeing "data devices".

I have several years experience in the wireless industry as a customer service agent as well as a tier 2 technical support agent. I am passionate about the industry and will retire from this line of work. I keep my finger on the pulse of the wireless industry so I can inform and empower users to help make sure the devices are used to their fullest potential.

Some of the things I will be focusing on will be how to choose the cell phone that is right for you, tips on how to save money, suggestions on how to use your device to make your personal life more organized and other topics.

In the future you will find reviews of phones that may not have been released at the time because I have access to devices before they become available to the general public. I will share with you my thoughts on the different devices and my opinions on what can be done to improve them.

For security and proprietary reasons, I will not disclose the company I work for, at least not intentionally.