Sunday, June 10, 2012

The Other People You Love To Hate

Why cellphone carriers get away with bad customer service -

..."Phone carriers aren't trying to gain consumers through quality service," says Parul Desai, the communications policy counsel for Consumers Union. No phone company "says we'll take care of this; we'll come right over and fix it."

They have no reason to: Their mandatory arbitration clauses make it all but impossible for disgruntled customers to sue them, and their early termination fees lock those customers into their contracts. In a 2009 Government Accountability Office survey mobile phone users said they wouldn't switch carriers because of those fees. Sen. Amy Klobuchar (D-Minn.) introduced a bill that year that would have limited those charges, but it didn't go anyplace...

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