It’s well known that wireless companies feel the heat when it comes to customer complaints. Back in December Consumer Reports released a cellphone survey of 14,000 Canadians that showed the top two complaints are price and contract terms and conditions. In addition, Canada’s independent (industry-funded) Commissioner for Complaints for Telecommunications (CCTS) said that billing errors were at the top of the list of complains for Canadian wireless customers.
The Better Business Bureau (BBB) gave an “F” grade to our wireless companies. With over 500 complaints to-date and over 2,000 since 2009 the BBB says that cell phone complaints are again what Canadians complain about. The same issues popped up: contracts, customer dissatisfaction with service and coverage, not understanding the final bill compared as advertised. Leading the pack is Bell with 1,020, followed by Telus with 751 complaints and Rogers had 685. Even new carrier Wind Mobile showed up on the list.
Lynda Pasacreta, BBB President and CEO “There are new players on the market and new cell phones that have many consumers excited. We are concerned that the marketing hype may not add up to the quality of service that the customer expects. Apparently the carriers are working with the BBB to reduce the amount of complaints. Mark Fernandes of the BBB said “It’s an ongoing thing where we’re trying to work through and find a process. It’s just the volume of complaints and I think the companies are trying to work with us in a lot of ways, but there definitely are challenges.”
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