Legislators file Cell Phone Users’
“Bill of Rights”
(Boston,
MA) Consumer
complaints about cell phones and
service are skyrocketing, far outpacing the significant growth of the industry,
according to a study released today by the Massachusetts Public Interest
Research Group (MASSPIRG). Can
You Hear Us Now? A report on how the cell phone industry has failed consumers,
chronicles the proliferation of confusing calling plans, billing errors, hidden
fees, dropped calls, spotty signal coverage, inadequate customer service and
excessive contract termination fees. The report recommends that Massachusetts At the State House press conference, MASSPIRG
called for the swift passage of the Cell Phone Users’ Bill of Rights filed by Senator
Jarrett T. Barrios (D-Cambridge) and Representative Steven
Walsh (D-Lynn). adopt
basic, common sense consumer protections for cell phone subscribers.
“We shouldn’t be
asking cell phone customers to accept bad customer service, confusing bills,
and hidden fees,” said Senator Barrios, who serves on the Joint Committee on
Consumer Protection & Professional Licensure. “It’s time for us to adopt a
strict bill of rights that will force companies to treat customers with respect
and openness.”
In an informal survey
of almost 900 of their members, MASSPIRG found that 68 percent of respondents
reported having problems with their cell phone service including lack of
service in coverage areas, dropped calls and poor sound quality. Additionally,
of those cell phone users who reported being less than very satisfied with
their service, over 35% percent said that early termination fees prevented them
from switching providers.
“I have spent over 50 hours with various
customer service representatives and suffered 3 disconnections over erroneous
bills and still haven’t had some of the errors corrected. I do not have problems with my other bills, I am an accountant and very precise. I have
yet to have a cell phone company who is good from the start,” said David
Granier of Waltham,
who has used 2 cell phone companies; AT&T and T-Mobile.
Among the industry
shortcomings highlighted in the report are the widespread use of vague and
misleading marketing, poor billing practices, a lack of customer service and
the aggressive use of extended contract periods and high termination fees
designed to tie consumers down and make it difficult to drop or change
providers. Because the Federal
Communications Commission (FCC) has refused to enact even the most basic
consumer protections, MASSPIRG has joined forces with Barrios and Walsh in pushing
for a Cell Phone Users’ Bill of Rights to ensure that the cell phone industry
is “governed by basic consumer standards”.
