WASHINGTON-Consumer Union, which publishes Consumer Reports magazine, said nearly 8,000 letters from wireless consumers were delivered this week to wireless companies by the organization’s EscapeCellHell.org campaign calling for better contract terms, improved coverage information and the ability to move handsets between carriers.
The organization noted the most letters sent through the Web site were from Verizon Wireless customers, which it acknowledged has the highest market share of customers, with letters from AT&T Wireless Services Inc. and Sprint PCS customers garnering a slightly greater number than each carrier’s respective market shares.
“Now that the companies have these customer letters, we will see if the cell phone companies ‘can hear us now,’ and respond to concerns about poor service, draconian contract terms and artificial locks that keep customers’ cell phones from working when they switch carriers,” said Janee Briesemeister, director of EscapeCellHell.org, which organized the letter writing campaign.
Briesemeister added that company responses to customer concerns will be posted on the Web site and e-mailed to each consumer who sent a letter.
“We are hopeful the companies will take these very valid customer concerns to heart and do the right thing by putting an end to the consumers’ cell hell of poor service, hefty charges and wasteful practices,” Briesemeister said.
