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Cell phone providers selling customer service they can't use, says
ombudsman
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Cell phone service providers fail to provide adequate coverage and sell consumer products they cannot use, according to the Telecommunications Industry Ombudsman.
Key points:
Ombudsman received 63,000 complaints about mobile phones in two years
People are left without phone coverage during emergencies
Help services operated by online bots and automation are not suitable for all customers
A report released today shows cell phone complaints to the ombudsman’s office have surged over the past two years despite a decline in the overall number of complaints.
The office received 63,000 complaints about cell phones during the period.
The report details examples of people trapped without cell phone service in emergencies.
“People come in with an idea of what they think they want and they’re selling a product they may not want, need or understand,” says Telecommunications Industry Ombudsman Cynthia Gebert.
Several people living in high-risk emergency areas told the ombudsman that they had lost all lines of communication during the emergency and were struggling to restore telephone service.
“During our community outreach event, 10 consumers living in rural areas told us that there had been extensive delays in restoring their cellular service after a natural disaster,” the ombudsman report said.
“Some consumers say that even after this delay, their service is less reliable than it was before the disaster.”
The report shows phone usage has changed in the last decade.
People are now using smartphones for banking, two-factor authentication, doctor appointments, directions and emergency alerts.
Ms Gebert said that means reliable access to the network is more important than ever.
“It moves from the sense of helplessness some people feel when they don’t have it on a daily basis to the question of life and death when we are in a natural disaster situation,” he said.
Cynthia Gebert wants companies to listen to what customers really want and need.(provided)
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