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Calling Plans

Researching cell phone plans is about as much fun as pouring through income tax filings. For starters, it's not easy to figure out which company provides the best or worst service. Scouring the Web, we came across a report the Consumers Union group Escape Cell Hell had posted. It said that out of a total of more than 20,000 consumer complaints filed with the Federal Communications Commission against the six nationwide carriers in 2003, AT&T Wireless drew the highest percentage of complaints; Verizon drew the fewest, followed by Nextel, Cingular, T-Mobile, and Sprint. The leading gripes for all carriers related to billing, number portability, and service quality. (Click here for more details on the report.) In response, AT&T says that it has since expanded its network. "This filled most of the coverage holes that customers may have been experiencing," says spokesperson Ritch Blasi.

To find out about dead spots, ask friends and neighbors, and read the reports posted by cell phone users at DeadCellZones.com; the site logs users' complaints about areas that have poor or no coverage. Don't rely on the carrier's coverage map. Just because your area is shaded doesn't mean you'll get good coverage.

Take advantage of the vendor's trial period to test both its service and its phones. The six major carriers offer 14- to 30-day trials, during which you can cancel the service if you're dissatisfied. Test the phone in the places where you spend most of your time--for example, in your office, on your commute route, and in all the rooms of your house. During your trial period, you'll pay for only the voice minutes and data transmission amounts you use; in some instances you'll also pay an activation fee, usually $35 to $50. If you don't cancel within the trial period, you'll be committed to a one- or two-year contract, whichever you select. What if you like the coverage but not the phone? Immediately go back to the store and request a new phone. Set a reminder on your calendar to cancel the service two days before the trial ends.

A caveat: Most trials don't last long enough for people to receive a monthly bill--a sore spot for consumers. According to a recent Better Business Bureau study, "the major area of consumer complaints involved either various forms of billing problems or communications problems that didn't surface until consumers received their first bill," says Charles Underhill, senior vice president for the Council of BBBs. This situation led California's Public Utilities Commission to adopt new regulations for wireless carriers. One notable provision allows consumers to back out of contracts after 30 days of use without incurring any penalty--in effect, extending a two-week trial period. Barring further changes, the state rule takes effect in late November.