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Consumer Reports survey shows price main complaint
Consumer Reports has released a cellphone survey of 14,000 Canadians that shows the top two complaints are price and contract terms and conditions. There were slight movements this year with the carriers adjusting their contracts, getting rid of the dreaded SAF and even getting simpler pricing. Let’s hope 2010 brings even more positive change.
The Consumer Report survey shows that 70% of respondents now send and receive text messages and about 40% surf the web on their phone. When it comes to the organizations, the best-rated for customer satisfaction is SaskTel and Virgin clocked in as being the best for pre-paid plans. For the big 3, Consumer Reports states that Rogers got an above-average rating for text messaging, Web and email access. Telus didn’t score high but received good marks for customer service. For big blue, Bell was below in overall satisfaction due to below-par customer service.
Rosalind Tordesillas of Consumer Reports said “Overall, the top complaint is price. People may have seen their bills rise because they’re probably using their phone more, and in different ways.”
Perhaps when all the new players come into the market in 2010 the results will be dramatically different. What do you expect for 2010? Better service? cheaper plans? Faster speeds? Better devices?
Via: CBC
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11 comments for “Consumer Reports survey shows price main complaint”
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“For big blue, Bell was below in overall satisfaction due to below-par customer service.”
Surprise! Oh wait.
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hoping for shorter contracts
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I hope vidéotron gets the same kind of plans as Wind… but that knowing vidéotron, won’t happen!
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personally i think Virgin is the best for post-paid plans too since it’s only 2 years and the plans are relatively cheap.
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The Dreadebed SAF (system access fee) is not gome. If it was gone why would Bell, Telus, and Rogers increase there contract prices by five dollars and remove the SAF fee from there contract fee breakdown. why not just drop the SAF and make no other fee changes.
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The bigest thing companies lack is the ability to be flexable within the policy they outline. I find that Virgin Mobile is the best at this.
Why I hate bell:
- You need to pay $35 just to get a loaner phone (non refundable)
-you also need to pay a security deposit while you have the loaner phone ($100 for a m300/a640 or $250 for a blackberry).
*** PAYING $35 to have a loaner phone + security becuase the phone you sold me is crap, unacceptable.
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Stop forcing us to get services we don’t want. I am offically sick and tired of this stupid “Who Called” thing, and having to have a certain number of minutes in order to have a Canada My5…I don’t need a 150 local minutes- I need my 5 canadian numbers so I can call my parents and friends back home. Let us build our own plans and make things like Data for BB and iPhones less than 30$!
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@joe
Consumers disliked the SAF because it was a fee that was placed on top of the advertised rateplan. The plan consumers selected always cost more than just the plan fee. By consolidating the SAF into the price plan (and increasing the plan by $5) consumers now clearly see exactly what they will be paying.
Sure we’d all love to save $5 per month, but that wasn’t why people hated the SAF. Overall though, we’re still in a better place. Telus and Bell lopped off a $7 fee and upped plans by $5, a net $2 benefit to consumers.
Rogers took a different and typically sleazy approach and created a new government regulatory recovery fee (GRRF), which I hope people are protesting by not buying Rogers phones.
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@Alex
I am also hoping that Videotron follows in Wind’s footsteps and offers us the really best plans. I have a decent plan with Rogers but when I see what Wind is offering…wow!!
Come Videotron you can do it!
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I filled out a survey for cell phone service and phones a week ago. Package rates and roaming charges were my two biggest complaints. I also received a friendly call from Rogers last week. They just wanted to say thank you (for letting them rip me off) and had a few questions. My complaint again was high priced plans and roaming charges. I also said that I find it ridiculous that I can roam Canada and use data at no extra costs but I cannot take or make a call outside my area code without getting charged roaming fees. The biggest joke and package at Rogers, 30$ for 10MB of data in the US, you cannot do very much with that. So I will continue using my unlocked phone when I leave Canada, free incoming calls from anywhere in the world and .30$ a minute to make a call ANYWHERE! OK data is not that cheap even unlocked but there is always WIFI.
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something is very wrong when contracts last longer than phones. Contracts should cover everything, not just the basic plan, for the whole duration of the contract. The fact that they can charge more for sms, call display, etc the day after they put a noose around your neck for three years is a bloody ripoff. These people don’t deserve to stay in business.
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