Mobile Computing: Wireless Phone Options

By James A. Martin, PCWorld Feb 26, 2004 1:00 AM

Feature: Untangling Wireless Phone Options

Ever since number portability kicked in last November, wireless phone service providers have been scrambling to keep subscribers from defecting with increasingly competitive offers. That's the good news.

The bad news? All those new offers make it more difficult than ever to figure out which provider to choose, which phone will best suit your wireless voice and data needs, and which service plan to pick.

It's as if instead of "Can you hear me now?" the cell phone companies are asking, "Do you have even the slightest clue what we're saying?"

So join me now for what I hope will be a few moments of clarity.

Which Provider?

If you're itching to switch providers, here are a few things to keep in mind.

Consumer Satisfaction Leader: Verizon Wireless routinely ranks highest in customer satisfaction surveys.

In the February issue of Consumer Reports, Verizon Wireless ranked highest in each of the 12 metro areas covered in its survey of some 31,000 subscribers to the magazine's Web site. Verizon Wireless was tops in Consumer Reports' similar survey the year before.

Verizon Wireless also ranked number one in a J.D. Power & Associates recent survey of overall customer satisfaction.

Customer-Service Issues? At the opposite end of the customer satisfaction scale, AT&T Wireless, Cingular, and Sprint PCS were among the bottom dwellers in the 12 metro areas surveyed by Consumer Reports. Sprint PCS and T-Mobile were last in the J.D. Powers & Associates survey.

Most Complaints: In another recent report, AT&T Wireless was the leader--in consumer complaints. According to information from the Federal Communications Commission obtained by The Wall Street Journal, AT&T Wireless had the most complaints about everything from billing to number portability, followed by Sprint PCS, T-Mobile, Cingular Wireless, and Nextel. The company with the fewest complaints? No surprise here: Verizon Wireless.

Nobody's Perfect: Even though Verizon Wireless came out best in all three surveys, it didn't escape complaints, either. In fact, the Consumer Reports survey found that overall consumer satisfaction with wireless services is below average, compared to other services the magazine tracks, such as cable TV. Verizon Wireless simply had fewer complaints compared to its rivals.

Survey results don't always tell the whole story, of course. But when surveys conducted by three different and respected entities come to similar findings, that's worth paying attention to. My contract with AT&T Wireless expires soon, and you can bet I'll be taking a long look at Verizon Wireless.

The Consumer Reports Web site is for paid subscribers. But USA Today's Web site has a story about the Consumer Reports survey results. And you can check out the J.D. Powers & Associates ratings for providers in your area.

Which Device?

Picking a wireless phone is a tough decision. You'll want to ask yourself the following questions: Are you primarily in need of a mobile phone, with occasional access to e-mail and Web browsing? Then check out the Web-enabled cell phones that your carrier--or the one you're defecting to--offers. Do you send and read lots of e-mail on the run, even more than you use a phone? Take a look at some PDA/phone devices that PC World editors have reviewed recently. The combo devices listed below offer e-mail and Internet capability as well as voice services

PalmOne Treo 600. Offered by AT&T Wireless, Cingular, and Sprint PCS for about $500 to $700 depending on plan. This mobile phone/digital camera combo comes loaded with a Web browser, e-mail, and DataViz Documents To Go 6.0. Add an external keyboard and it's a notebook alternative, too.

T-Mobile Sidekick. Offered by T-Mobile for about $250, this gadget looks rather like a tiny laptop, with its flip-up screen and thumb keyboard. In addition to its telephone capabilities, it delivers e-mail, Web browsing, and a digital camera in a fun, slick package. The Sidekick can't sync with the Palm OS or Microsoft Outlook, however.

RIM BlackBerry 7210/7230. Each model sells for about $400: The 7210 is offered by AT&T Wireless; the 7230 (which supports European and Asian wireless services) is available from T-Mobile. Either version is worth considering for CrackBerry addicts who want e-mail and voice services in one device.

Questions to Ask

Wireless phone plan rates are all over the map, varying by geographic region, carrier, type of service, and so on. Here are a few things to consider before you sign up for a plan:

What is the length of the contract? Pay close attention to this, because some of those sweet new deals on handsets and service plans require a two-year commitment instead of the once-standard one-year agreement.

Will the phone work overseas? If this is important to you, shop for a world phone that operates on the GSM (Global System for Mobile Communications) and/or GPRS (General Packet Radio Services) technologies. Those frequencies are standard in Europe and many other countries and are increasingly being adopted in the U.S. by wireless carriers. Also, you'll need to sign up for an international calling plan.

What's involved in porting a wireless phone number? By now, some of the initial wrinkles in number portability have been ironed out. But be sure to read "Tips and Tricks for Number Portability" for tips and tricks on taking your number with you.