Question on Loyalty and Competition (Cingular Experience)

[AKP]

Why is it that the wireless market seems to offer no loyalty to its customers and little competition? I have recently been aggravated by several issues with Cingular, and I asked three different employees if they have any sort of retention offer. The answers were all flatly NO. A couple said some junk about how they would hate to lose my business -- but the truth is obviously that they wouldn't.

So -- Cingular does not value my business and has no sense of the sort of loyalty that I have show them for the last 67 months. Shouldn't another wireless provider be glad to gain new customers? I started to shop around again but was reminded of how companies charge activation fees. Why charge activation fees? Why make it harder to switch from another provider? Each company has plenty of competition -- why make it so hard?

I guess Cingular's only way to retain my business when my contract is up this summer is to let me face the alternative -- paying an activation fee to switch. I just don't get it.

[Sprint PCS 411]

They seem to value my business very much. But then again I've been with them since Cellular One AMPS then they became US Cellular Digital then AT&T TDMA/AMPS and now Cingular GSM. We are happy Cingular GSM customers now. We find that if you contact the Cingular Customer Service via their online website it is much easier to talk to them and they are much more helpful and know more.

[Mobile Mike]

Originally Posted by AKP Why is it that the wireless market seems to offer no loyalty to its customers and little competition? I have recently been aggravated by several issues with Cingular, and I asked three different employees if they have any sort of retention offer. The answers were all flatly NO. A couple said some junk about how they would hate to lose my business -- but the truth is obviously that they wouldn't. So -- Cingular does not value my business and has no sense of the sort of loyalty that I have show them for the last 67 months. Shouldn't another wireless provider be glad to gain new customers? I started to shop around again but was reminded of how companies charge activation fees. Why charge activation fees? Why make it harder to switch from another provider? Each company has plenty of competition -- why make it so hard? I guess Cingular's only way to retain my business when my contract is up this summer is to let me face the alternative -- paying an activation fee to switch. I just don't get it.

Sadly, like most things in life, there is a mixed bag of experiences. I have had Verizon for over 11 years and have had no problems whatsoever. I have actually been treated quite well because of my longevity with them. But as you will find reading the many posts on this site, there are long time customers of each carrier that have had bad experiences, despite their longevity. I had Cingular for 5 months and gave up after too many problems. I also have T-Mobile and have had nothing but excellent experiences. So it is basically a crap-shoot. Every business these days squaks their customer service pledge, and it is all bull . Humans operate them, and humans screw up. Some companies try to do a good job, but others could care less as long as the money comes in.

Speaking of money, as far as the activation fee goes, I agree with you that it is ridiculous, but it is here to stay. I guess it is the cost of doing business. I've wasted so much money over the years on crap that I've just given up worrying about it anymore. I just pay it and I'm on my way...

[guy2]

I had one of Cingulars agents tell me that Cingular didn't give a darn and that he will not use Cingular and he said he's thinking of not selling their service because of all the problems his customers are having with them.Thats why i have Sprint..Because Cingular sucked

[Jay2TheRescue]

Originally Posted by AKP Why is it that the wireless market seems to offer no loyalty to its customers and little competition? I have recently been aggravated by several issues with Cingular, and I asked three different employees if they have any sort of retention offer. The answers were all flatly NO. A couple said some junk about how they would hate to lose my business -- but the truth is obviously that they wouldn't. So -- Cingular does not value my business and has no sense of the sort of loyalty that I have show them for the last 67 months. Shouldn't another wireless provider be glad to gain new customers? I started to shop around again but was reminded of how companies charge activation fees. Why charge activation fees? Why make it harder to switch from another provider? Each company has plenty of competition -- why make it so hard? I guess Cingular's only way to retain my business when my contract is up this summer is to let me face the alternative -- paying an activation fee to switch. I just don't get it.

How about paying an activation fee when you buy a new phone from them. I was shocked when I bought my new V551 I was charged something like $16 to activate a new phone! I've been a customer of theirs for almost 6 years now.

However, I had one of the greatest customer service experiences with them. 3 years ago when I was starting my business and we didn't have the phone lines installed in the building yet I went 300 minutes over on my plan, (and I still had 10 days left on that billing period) I called customer service just to switch my plan effective the next month so it wouldn't happen again. They made the rate plan change effective the current billing cycle, making it retroactive to the beginning of the month, eliminating my additional charges. I was very pleased as I did not even ask for them to do this.

[NYCDru]

Originally Posted by guy2 I had one of Cingulars agents tell me that Cingular didn't give a darn and that he will not use Cingular and he said he's thinking of not selling their service because of all the problems his customers are having with them.Thats why i have Sprint..Because Cingular sucked

Wow. At least he was honest.

[blsemp]

What is the old saying? If you want loyalty buy a dog. Cingular has good service in my area and the price is good. If it wasn't I would go to another carrier. I call the same customer service reps that everyone else does and I have not had any problems. I have had Alltel, Sprint, and Nextel for business phones and Cingular has better sound quality and reception . Verizon has better reception in the bomedocks but they were here first so they should have more towers. The heck with loyalty. Give me the right price and the coverage I need. I have family and a dog and cat at home.

[Fire14]

I agree with lbmike212, everyone seems to have 1 company that works well for them in all aspects and another person seems to have a totally opposite experience.
I have Cingular Blue for 8+ years and haven't had any problems with CS and very few issues with coverage, yet I had the opposite experience with Verizon and friends of mine have had the total opposite, great experiences with Verizon & bad one with Cingular & this goes for Sprint or T-Mobile customers as well.
The fees are something we are stuck with as Jay2therescue stated & there is nothing we can do to get out of it, even AWE use to charge 15.00 for customers upgrading from 1 phone to another.

Now the big question is, what problems were you having that prompted you to call CS? something anyone here could help you with?

[Mobile Mike]

To add one more point to this conversation, once you have had a bad experience with a company, they are basically in your eyes. Nothing they do will change how you feel, and you want to convince everybody you know not to go with them. The mere mention of said company illicits scorn and dislike. Granted it is not the end of the world, but nonetheless a lesson learned and a company you will not do business with again.