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ThinkInsane · Feb 8, 2005, 01:25 PM

After many years of poor customer service and lousy phones from Verizon Wireless, I figured it was time to move to Cingular. Sunday afternoon, I ordered a phone, and filled out the web form to have my number ported. I got my confirmation page, which said I would also be receiving a confirmation email shortly. Before I could write down the confirmation number, the screen refreshed, and it said the page had timed out. No big deal, I'm getting a confirmation email with all this info anyway, right? Wrong. Never got an email.

The UPS guy just left, and he didn't have a phone for me, even though today's the day I should have gotten it. So I tried to check the order status through their website, but it said the information I provided wasn't in their system. I called them, and spent the last 15 minutes on hold, only to find out that my order hasn't been processed yet. The nice customer service lady promised to expedite the processing. When I mentioned that this kind of thing is the reason I was switching from Verizon, and it's not a good start to a new customer relationship, the lady said "Well, maybe you should have just stuck with Verizon". WTF? Is decent customer service too much to ask from these people?

turtle777 · Feb 8, 2005, 01:31 PM

from all of my experience, Verizon has the best customer service. If you think Verizon stinks, try Sprint for a second

-t

cjrivera · Feb 8, 2005, 01:36 PM

What phone did you order? I was thinking of doing the same switch because of the Treo 650.

ThinkInsane · Feb 8, 2005, 01:37 PM

Actually, I should have been a little more clear. I never had a problem with phone-based customer service with Verizon (I've been with them since 1992, back when it was Frontier Cellular), but I've had numerous problems with the sales people in the stores giving bad customer service. It just amazes me that they can have such a blas� attitude in such a competitive market. If you want to take the other guys business away, the least you could do is process orders in a timely manner.

ThinkInsane · Feb 8, 2005, 01:42 PM

Originally posted by cjrivera:
What phone did you order? I was thinking of doing the same switch because of the Treo 650.

I ordered the Siemens S66

turtle777 · Feb 8, 2005, 01:44 PM

Originally posted by ThinkInsane:
Actually, I should have been a little more clear. I never had a problem with phone-based customer service with Verizon (I've been with them since 1992, back when it was Frontier Cellular), but I've had numerous problems with the sales people in the stores giving bad customer service. It just amazes me that they can have such a blas� attitude in such a competitive market. If you want to take the other guys business away, the least you could do is process orders in a timely manner.

Well, that's pretty easy: they are mostly NOT paid based on commission, but have a very generous base salary. So they don't give a rip about how they perform.

-t

itai195 · Feb 8, 2005, 01:45 PM

Your expectations are too high -- no cell carriers in the US have good customer service. They don't care about individual customers because churn is so high anyway. Though churn is probably high because they don't care about individual customers, so go figure

Kevin Moon · Feb 8, 2005, 01:55 PM

I'm in my trial period with cingular and I do not plan on keeping the phone. The call quality is horrible compare to any other company I have been with. Half the time I don't have service going down I-70 in Missouri which seems kind of pathetic with how busy that road is. Then the map they have lies about where they have service. I was in an area where they are suppose to have service and had nothing. It really sucks that cingular doesn't allow roaming since I travel in areas with no cingular gsm towers. I got rid of sprint because I was having coverage issues but cingular is a lot worse for the areas I travel in.

ort888 · Feb 8, 2005, 02:10 PM

I'm in Missouri and I've always had good luck with Cingular. My SO drives down 70 every day blabbing non-stop as she goes and she doesn't report any problems either.

Weird.

Link · Feb 8, 2005, 02:20 PM

Cingular is owned by SBC and bellsouth, that alone should tell you what to expect from them.

The only other company NOT owned by a major phone company in the US is T-Mobile, and they ARE a major phone company. At this, however, T-Mobile is great, except for us they ALWAYS send the bills late.

That's my only gripe though.

That said, I wouldn't trust my sewage with Sprint... if they were the sewage company our toilets would be overflowing with crap and we'd be paying $500 every time we flushed the toilet.

ThinkInsane · Feb 8, 2005, 02:24 PM

Originally posted by Link:
Cingular is owned by SBC and bellsouth, that alone should tell you what to expect from them.

The only other company NOT owned by a major phone company in the US is T-Mobile, and they ARE a major phone company. At this, however, T-Mobile is great, except for us they ALWAYS send the bills late.

That's my only gripe though.

That said, I wouldn't trust my sewage with Sprint... if they were the sewage company our toilets would be overflowing with crap and we'd be paying $500 every time we flushed the toilet.

I wanted to switch to T-Mobile, but there coverage here sucks. If they had a coverage map comparable to Cingular and Verizon, I would have went with them.

Kevin Moon · Feb 8, 2005, 02:31 PM

That is strange people would be like I won't talk to you while you are using that phone because it cuts in and out too much. So then they would call the nextel phone I was trying and be like that is so much better then that cingular phone. I was told by everyone it was in and out and sounded like I was underwater. The constant hiss in the background and crackles from power lines annoys me something terrible. But I guess it's what one gets used to. I have always had cdma or pcs service and it's crystal clear all the time even with minimal signal.

The cingular phone I have is a motorolla v180 which may be part of the problem.

macintologist · Feb 8, 2005, 02:36 PM

I really don't understand why America can't adopt the European system of phones. It's far more friendly and Democratic. You buy whatever phone you want from any phone shop, and then you pick whatever carrier/service you want. Every phone works with every carrier, so you have all the choice in the world. No carrier is forcing you to stay with them to keep a certain phone or anything. You have your SIM card which carries all your data and when you buy a new phone you just put your SIM card in that phone and voila.

macintologist · Feb 8, 2005, 02:40 PM

Another thing that sucks about mobile use in America is that you're locked into buying a certain number of minutes per month.

Here where I live in Europe, you pay approx. 5 USD per month for a flat rate, and then all your calls are about 0.05c/minute or so, and more for international. You pay as you go, with no limits, and with a monthly bill that changes depending on how much you call. Another choice here is to have a Prepaid account and buy a new card whenever your account runs out but I hate having that limit.

OldManMac · Feb 8, 2005, 02:42 PM

Customer service sucks at almost anything to do with retail. The "salespeople" don't get paid jack, and, even if they did, I doubt that they would care that much. It's just become part and parcel of our culture not to to care about others. As long as we get a pay check, that's what matters.

OldManMac · Feb 8, 2005, 02:45 PM

Originally posted by macintologist:
I really don't understand why America can't adopt the European system of phones. It's far more friendly and Democratic. You buy whatever phone you want from any phone shop, and then you pick whatever carrier/service you want. Every phone works with every carrier, so you have all the choice in the world. No carrier is forcing you to stay with them to keep a certain phone or anything. You have your SIM card which carries all your data and when you buy a new phone you just put your SIM card in that phone and voila.

It goes under the phony moniker of captialism, when in reality, it's called corporate control, allowed by government.

macintologist · Feb 8, 2005, 03:05 PM

Originally posted by KarlG:
It goes under the phony moniker of captialism, when in reality, it's called corporate control, allowed by government.

Not true Capitalism, more like Republican-Socialism

driven · Feb 8, 2005, 03:34 PM

Originally posted by macintologist:
I really don't understand why America can't adopt the European system of phones. It's far more friendly and Democratic. You buy whatever phone you want from any phone shop, and then you pick whatever carrier/service you want. Every phone works with every carrier, so you have all the choice in the world. No carrier is forcing you to stay with them to keep a certain phone or anything. You have your SIM card which carries all your data and when you buy a new phone you just put your SIM card in that phone and voila.

That's what Cingular & T-Mobile have. (GSM). The only difference is that the companies pay for part of the phone in exchange for a 1 year contract with them. (They buy your loyalty so to speak.) To enforce this they "lock" your phone for the duration of the contract so that no other SIM card can work.

Our other companies (Verizon, Sprint) use different (arguably superior) technology called CDMA. In the USA CDMA phones do not have SIM cards, but rather the phone itself is tied to the account. Yes, you can take a Sprint phone and run it on Verizon and Verizon phones and run them on Sprint if you want, but you have to call customer service with your ESN (phone's code#) to activate the phone.

Mafia · Feb 8, 2005, 03:36 PM

no problems with cingular here. when i broke my phone i was not at the end of the contract so i had to purchase a phone myself. they were happy to set me up with a used 70 dollar phone (retail 219.99) and the only thing used was the batter and they replaced it for free. but service is different everywhere.

OldManMac · Feb 8, 2005, 03:38 PM

They won't necessarily activate a phone from a competitor. I had that happen to me recently. Verizon wouldn't activate a phone that I had from AT&T. If they don't sell the phone, they won't activate it.

macintologist · Feb 8, 2005, 03:59 PM

Driven, I see your point with the companies subsidizing the price of the phone in exchange for keeping you tied to their service. It's just not what I would want. Do you know of any phone companies in America that use GSM in the European style of not locking the SIM card? I'm going to college in America and I want to be able to use my current phone there (at local rates of course).

itai195 · Feb 8, 2005, 04:12 PM

Originally posted by KarlG:
They won't necessarily activate a phone from a competitor. I had that happen to me recently. Verizon wouldn't activate a phone that I had from AT&T. If they don't sell the phone, they won't activate it.

AT&T and Verizon use different standards, so you can't use an AT&T phone on Verizon's network or vice versa for technological reasons.

If you're a GSM customer, you can always buy an unlocked phone from a dealer. You'll pay full price, but Cingular/AT&T and T-Mobile will be happy to sell you their monthly service. For example, my father bought a phone in Singapore and he has T-Mobile service with it here.

Mastrap · Feb 8, 2005, 04:19 PM

Originally posted by macintologist:
that use GSM in the European style of not locking the SIM card?

Where in Europe do you live? Both in the UK and in Germany phones are tried to the provider.

macintologist · Feb 8, 2005, 04:34 PM

Originally posted by Mastrap:
Where in Europe do you live? Both in the UK and in Germany phones are tried to the provider.

Cyprus

mitchell_pgh · Feb 8, 2005, 04:34 PM

Originally posted by turtle777:
from all of my experience, Verizon has the best customer service. If you think Verizon stinks, try Sprint for a second

-t

I've found Verizon to be expensive, but good.

typoon · Feb 8, 2005, 04:34 PM

I'm not sure what service is like in other areas but in the NY/NJ area the service is a LOT better with Cingular than it used to be. I've not had a problem with Dropped calls and my service has definitely improved since the bought AT&T Wireless.

SSharon · Feb 8, 2005, 04:45 PM

I have been using Cingular for 2.5 years and have always had great customer service whenever I have called them with questions. I don't get the best service in my home in Skokie but its perfect everywhere else around chicago as well as in school (UMD) and in NY/NJ. I have a T-mobile phone also and its reception does not even compare to Cingular's. I attribute some of this to the phones though, I have a nokia with cingular and the motorola v300 with t-mobile.

typoon · Feb 8, 2005, 04:47 PM

Originally posted by SSharon:
I have been using Cingular for 2.5 years and have always had great customer service whenever I have called them with questions. I don't get the best service in my home in Skokie but its perfect everywhere else around chicago as well as in school (UMD) and in NY/NJ. I have a T-mobile phone also and its reception does not even compare to Cingular's. I attribute some of this to the phones though, I have a nokia with cingular and the motorola v300 with t-mobile.

I have to agree with you on their customer service when you call them over the phone. Always very helpful.

macroy · Feb 8, 2005, 05:06 PM

I actually just switched to cingular from T-mobile. The Cingular coverage here in the DC/MD area is gazillion times better than T-M. But I had a Ericsson T610 - so that may be part of it. Verizon is supposed to be the best in terms of service here (even on the Metro)... but the phones selection is just non-existent.

Got a v551 from letstalk.com or something like that for $50 with 1 year plan. The plan was $20 cheaper than the T-mobile one and has almost twice the amount of minutes (not that it matters, talk to the wife the most, so the time is free anyways). I ordered the phone on Tuesday night, got it on Friday - number ported over and everything.

In doing my research, I don't think there was one company that had better CS than another. Seems everyone hates them. So I try not to have to deal with them.

My only grip so far is that it seems I have to enter my credentials like 8 time on the Cingular site just to check my balance. Like the session timeout is at 3 seconds or something...

typoon · Feb 8, 2005, 05:15 PM

Originally posted by macroy:
I actually just switched to cingular from T-mobile. The Cingular coverage here in the DC/MD area is gazillion times better than T-M. But I had a Ericsson T610 - so that may be part of it. Verizon is supposed to be the best in terms of service here (even on the Metro)... but the phones selection is just non-existent.

Got a v551 from letstalk.com or something like that for $50 with 1 year plan. The plan was $20 cheaper than the T-mobile one and has almost twice the amount of minutes (not that it matters, talk to the wife the most, so the time is free anyways). I ordered the phone on Tuesday night, got it on Friday - number ported over and everything.

In doing my research, I don't think there was one company that had better CS than another. Seems everyone hates them. So I try not to have to deal with them.

My only grip so far is that it seems I have to enter my credentials like 8 time on the Cingular site just to check my balance. Like the session timeout is at 3 seconds or something...

I know what you mean about the timeout. It's alittle annoying but it's not a big deal. If that is the only thing I have to gripe about the service then I think that says quite a bit. Yeah your problems with T-Mobile could have been the phone. I'm not too big on the Sony phones.

sideus · Feb 8, 2005, 09:53 PM

I switched from Cincinnati Bell(AT&T) to T-Mobile a year ago because Cincy Bell raised their rates. I've had great service and coverage with T-Mobile between here and Columbus. I use a Sony T616 with no major problems.

Buckaroo · Feb 9, 2005, 12:14 AM

I've switched to Cingular and do not regret it.

Within the last 2 months Cingular made some change to their web site that kind ruined it.

It is not very compatible with Safari and barely compatible I.E.

I haven't tried it on a windows machine, but I suspect it ain't much better. I don't know if they even realize the trouble. I called them once and they did tell me they were having trouble, and was working on it.

The most important feature of Cingular are the roll over minutes.

Have you considered calling them on your phone and signing up?

nate_02 · Feb 9, 2005, 12:26 AM

Originally posted by turtle777:
from all of my experience, Verizon has the best customer service. If you think Verizon stinks, try Sprint for a second

-t

I'm with Verizon now because the Sprint lady told me she doesn't care if I take my business elsewhere. Now because I switched, I have two friends and one of his dads plus my parents that have switched with me. In all they lost 6 customers because of that. I am very happy with Verizon now.

Teronzhul · Feb 9, 2005, 12:52 AM

I've had Sprint, Cingular, CellularOne (back in the day), and currently T-Mobile. I have been by far more pleased with T-Mobile than any of the others, both with local coverage and with customer service.

Link · Feb 9, 2005, 12:55 AM

From what I've seen, it tends to go like this:

1. Cingular/AT&T
2. T-Mobile (would be #1, but not as big a coverage area) -- many cingular people go to TM and so on and so fourth
3. Verizon (they might nickel and dime you, but at least they're not sprint)
4. The Pay as you go stuff (expensive ripoff, but still)

.... everything else..
#
I wouldn't use it if it was the last cellphone company on earth: Sprint
^ Everyone seems to agreee with that.

ThinkInsane · Feb 9, 2005, 11:30 AM

Originally posted by Buckaroo:
I've switched to Cingular and do not regret it.

Within the last 2 months Cingular made some change to their web site that kind ruined it.

It is not very compatible with Safari and barely compatible I.E.

I haven't tried it on a windows machine, but I suspect it ain't much better. I don't know if they even realize the trouble. I called them once and they did tell me they were having trouble, and was working on it.

The most important feature of Cingular are the roll over minutes.

Have you considered calling them on your phone and signing up?

I'm sitting on hold with them for the fifth time in two days. This really has not been a good experience. Now my order finally shows up on the website, with the sim and handset listed, but from shipping method it says "None" and there is no tracking number. This is utterly ridiculous. At this point, without ever having made a call from a Cingular headset, I would have to caution anyone looking to switch from Verizon not to do that. Nice feature rich headsets don't do you much good if they never arrive.

With the exception of the first CSR I spoke to, all the rest have tried to be helpful and friendly, but they still haven't been able to resolve the problem. Last night I asked the tier two lady I was speaking to what they were willing to do to make this right. She said "What, you mean like something free?" I said that's exactly what I mean. She told me that if they gave everyone that had a problem like this something free, the company would go bankrupt. Right now I can't help but feel this switch was a huge mistake...

ThinkInsane · Feb 9, 2005, 11:56 AM

Well, after another hour on the phone, and getting nowhere fast, I canceled my order with Cingular. I'll stay right where I am. Verizon might not have the best handsets, but a phone with crippled bluetooth is better than no phone at all. I should edit the thread title to 'Huh, Cingular sucks worse than Verizon'.

Eriamjh · Feb 9, 2005, 12:12 PM

Newsflash: They ALL suck.

Xeo · Feb 9, 2005, 12:37 PM

Originally posted by macintologist:
Do you know of any phone companies in America that use GSM in the European style of not locking the SIM card? I'm going to college in America and I want to be able to use my current phone there (at local rates of course).

If you have an unlocked GSM phone, it'll work with services like Cingular and T-Mobile that have GSM networks. They'll give you a SIM and you just pop it in, no problem. The issue comes when they sell you a phone locked into their service. But any unlocked phone will work just fine.

turtle777 · Feb 9, 2005, 01:06 PM

Originally posted by Mastrap:
Where in Europe do you live? Both in the UK and in Germany phones are tried to the provider.

Nope, not quite.

The phones have a so-called SIM-lock if you buy them subsidized in a bundle-deal with a new contract. But the SIM-lock can be removed per request after being with them for a certain while.
The GSM system itself is not tied to any provider.

-t