Before You Buy a Cell Phone

Elusive Tech Support

Amazon and other online retailers back their products, too, but sometimes you must jump through hoops to get tech support, and you rarely have access to help from another human being.

Amazon, for example, does not readily provide its customer service phone number. (That number, in case you ever need it, is 800/201-7575.)

Amazon shoppers should also note whether the seller is Amazon itself or a third-party merchant: Policies, support, and contract terms may differ.

If you want to hold an actual phone rather than just view an image, visit a carrier's brick-and-mortar store, a retail chain such as Best Buy or RadioShack, or a mom-and-pop cell phone shop.

"I may buy online, but I go into stores so I can touch and play and ask questions," says Michael B. Barnum, a computer programmer from the Albany, New York, suburb of Niskayuna.

Barnum, 49, says shopping in person minimizes the chance that he'll order a new handset, wait two days, and pay shipping charges for a product that doesn't live up to his expectations.

Going this route (or shopping by phone) means dealing with a human being, a circumstance that you might be able to turn to your advantage. Try asking the sales reps if they can waive the activation fee (usually about $35) or renewal fee (around $20). They might agree to do it--especially if you're activating several phone lines, signing up for many services, or renewing your contract and buying a new phone.