February 23rd, 2005

Missed Wireless Customer Service Opportunity

Well, I finally succeeded switching wireless carriers yesterday. I initially decided to switch carriers because my own carrier was selling new handsets to new customers at a lower price than to existing customers. Having spent some time analyzing carriers’ ARPU numbers, I know that my $100+/month phone bill for the past five years is well above that of their average customer. I decided to leave.

I phoned my old carrier to ensure that my service was indeed canceled once I knew that my new service was working. I was first placed on hold for more than five minutes. Once a very distant-sounding voice finally answered, there was a “yeah, whatever”-type attitude. No questions asked about why I was switching.

I turned around and phoned my new carrier. The call was answered much more quickly by a very friendly voice who spent quite a bit of time walking me through the initialization, answering questions about services, answering questions about 3G deployments, etc.

Very different experiences.

No related posts.

Related posts brought to you by Yet Another Related Posts Plugin.

Leave a Reply