Do You Trust Your Cell Phone Provider?

If you own a Cell phone, as a customer there are somethings that you need to know. I've worked for several different communication companies, wireless networks, computer products and software providers. Working for them is kind of like free agency in sports, someone is always paying more and trying to get you to come over to their team. Its just the nature of the business.

The truth is allot of these companies don't know who to treat their employees, and that's why there is such a high turn over rate. So common sense tells you if they treat that their employees like shit, then how are they going to treat the "you" the customer?

Let's start with "wireless service" (cell phone service). I have worked in there companies, and managed them. The hiring process is a joke. They hire anyone off the street, or snatch the nearest baby out of high school, and train them to handle your accounts. Keep in mind that these "agents" have access to vital information, like your bank account, debit/credit cards, SSN, address, phone numbers and billing information. I have seen the FBI arrest agents for credit card fraud, cloning cell numbers and more. Bottom line if you have a cell phone your at risk, its a chance you take everyday. I have seen "kid" agents handle multi million dollar business accounts and totally mess them up. I know what your thinking, "not my provider." yes your provider to.

When an angry customer calls in an escalates to a manager, your not really talking to a manager, your talking to a "floor" specialist who job is to keep you from talking with a real manager. These specialist really don't take you seriously, and you really stand a chance to have further difficulties, like over billing. If you piss an agent off it can cost you money and frustration in the end. There are allot of ways to screw you the customer over. I resigned from major companies, because of these things that I have witnessed, and yes some of them are in class action lawsuits as we speak. I made good money, but their benefits were shit.

Things you need to know....

Communication, and wireless companies work on these principles: Revenue intensity, Return on operations, Penetration and Reputation. Basically numbers of customers and how many they keep in contract. This is why you must sign a contract. It keeps you tied to them, so they have your money for a few years. As for me, yes I have a cell phone, but I have never been under contract. They have the right to change your rates and you cant do a damn thing about it, and if you cancel, you have to pay a large fee.

If you are ever asked to take a survey by phone DO IT! This is where your words and feelings count. These companies are graded on these surveys, and people get fired if these surveys are bad. Remember its about numbers and surveys are numbers. So take time to do the survey.

Always always look at your bills and credit card statements. Fraud is not usually from some hacker, but from an employee within the company. When you speak to an agent, ask for there name and badge number. All agents, even managers have them. Always keep dates and times when you speak to an agent. They keep records, why shouldn't you?

Another word of advice, is don't let and agent put you on hold, 9 times out of 10 they don't know what the hell their doing, and are stalling for time. this is where most of the problems accrue. Make them stay on the phone with you.

Unfortunately I cant tell you the name of these companies, but I will say all of them are ran the same and have the same guide lines. If there is ever an issue that think is not resolved, speak with a site manager, or site director. These are the people that make things happen. Trust me no company wants a lawsuit.

Why do I tell you these things? Because I am a customer as well, and don't play that shit. I know how the game is played, so should you.

If you ever have to call in for support, this is your chain of command:

1) Tier 1: At this stage your just talking to a person that knows just as much as you. Average time on the job? less then 6 months. (scary huh?)

2)Tier 2: These are knowledgeable techs that know what their doing. Avg time on the job? 1 to 5 years.

3) Managers: if there is a problem with agents talk to them, not a specialist.

The rest are corporate and it will take a lawsuit to get them on the phone.

My point in all this is that I know there are millions of people that have called these companies and have felt helpless. I have personally helped millions of people that have had overages and couldn't pay the bill, because someone screwed them over. I have taken care of bills and complaints and fraud. I just want you to be a ware so you don't have to call in upset and needing help. Protect your information. Protect your pockets.