The Daily Brief

B Dubya asked a good question in a comment on an earlier post:

Timmer!
Serious question to an industry insider…
Why is it that cell coverage in the US is so spotty, when Europe and even Arabia are totally covered? What would it take to get the US system on a par with even the third world in this area?

And Occam’s Razor gets applied. While the U.S.A. was busy replacing our old, mostly copper cable, communication’s infrastructure with new, expensive, fiber optic cable in the 1990s, when cell phones were still kinda bulky and sort of a fad, the rest of the world basically said, “Hell, we can’t afford that fiber optic stuff stuff and we’ve got these new cell phone thingies, let’s just put up a whole bunch of cell phone towers instead.” That’s why countries that basically had crap land line service even 10 years ago, now have cellular communications infrastructure that beats ours to hell and back. There are some places in Europe that STILL haven’t switched to fiber and if you use a landline, you’re not going to believe how crappy the sound is. They’re basically still using cable that was laid just before or after WWII.

Add to that the fact that most countries have ONE cell phone provider, often run by the government, that provides one kind of service that everyone has, while we in the U.S.A. have about four big companies and multiple little ones, all competing for coverage and bandwidth, and you have the situation you’re bemoaning. Not all the cell phone companies play nice with one another either. If you’ve got a Brand X phone and are closest to a Brand Y tower, you may get signal off that Brand Y tower, but the Brand Y customers are going to take priority over you and your Brand X phone.

In short B Dubya, the U.S.A. could afford upgrading to fiber optic while many places in the rest of the world couldn’t, so they started building cell phone towers en masse instead of laying fiber. Most of the U.S.A.’s cell phone companies are working hard to play catchup and are learning to play nice with one another because they’re learning that customers don’t care it’s because Brand Y’s tower is down, I’M not getting service where I want it. We should have almost full coverage on all major highways with very few “dead” areas by the end of the decade, but because our companies all are competing for a market that’s rapidly becoming saturated, they’ve been concentrating on covering more densely populated areas first and slowly expanding to suburbia and rural areas. Cell phone towers are cheaper than fiber, but that doesn’t make them cheap. You’ve got to have enough customers paying a bill in an area to justify adding and maintaining a tower somewhere. You also have to have landowners that will agree to let you put a tower on their property.

First, go read this post.  I’ll wait. I need a fresh lemonade anyway.

Done? Cool.

First of all let me say that for someone who doesn’t work in the telecom industry that it’s very easy to think badly of T-Mobile after reading that story. Hell, if I didn’t know what was really behind what happened there, I’d be just as peeved. But the whole story isn’t there and I think it needs some clarification.

Okay, so the events that took place happened in January of 2008. Let me double check, yep, by the information that’s provided, that seems correct.

What most people don’t know is that back in December of 2007 the Federal Communications Commission (FCC) passed stricter Customer Proprietary Network Information (CPNI) regulations that all U.S. Telecoms have to abide by. Before those new regulations it was pretty easy for anyone to call in, give their name, confirm the name on the account, confirm some personal information, and they’d get full access to that other person’s account. Since the new CPNI standards went into effect, that’s no longer the case. The FCC decided that only the account owner (the person who’s name is on the acount), or the people that the account owner had designated as Authorized Users on the account, may have access to the account information…which would include access to buying a phone in that person’s name. Apparently in the past, unauthorized folks just called up, ordered a phone, charged it to someone else’s account, mom’s, dad’s, daughter’s, and off they went with a new phone and no one was the wiser until the bill showed up.

If any of those T-Mobile employees had allowed that girl’s dad to buy a phone for her on her dead husband’s account when the dad wasn’t an authorized user they would have been guilty of a federal crime.

I don’t know about the T-Mobile employees, but I wouldn’t be willing to go to jail for anyone, no matter how bad their situation.

I realize that it’s easy to hate cell phone companies, trust me, I work for one and I think it’s absolutely scandalous that they just don’t give away cell phones and forgive every bit of overage that customers accrue through ignorance or apathy. It’s like they’re in business to make a profit or something. (sarcasm…in case you missed it) In this case though, they did exactly what your government told them to do.

There are times when being a Customer Service Rep for Ginormous Worldwide Telecom is downright boring. Changing rate plans, selling phones, adding and subtracting features until it not only meets the customers’ needs but also their pocketbook. Those are pretty standard calls. We also have the folks who call up screaming their heads off because their “phone is broke and I just bought it and…” Nine times out of ten that can be fixed with a simple, “You know, at this point, cell phones are basically little computers. Do me a favor and turn it off…wait about five seconds and turn it back on…is it working now?” “Ummm, yeah, what’s that do?” “It reboots it. If the same problem happens again, try that first.”

Every now and then though I get great satisfaction out of helping a customer that no one else has seemed to be able to help out before. Now a lot of folks call in, over and over and over again, hoping they’ll find some sap to listen to their sob story and credit them back the ridiculous amount of overage that they accrued over the holidays. Most of the time, I’m going to tow the company line an advise them, just like the last four reps did, that those are valid charges and there’s no way we can credit them. Every now and then though, I get a customer who, for some reason or another, no one has LISTENED to before. That happened right before my night ended tonight, and I feel pretty good about it.  Earlier the customer had called in and the rep had told him that he had oodles of minutes remaining for the month. However, the customer went over by over 200 minutes when the cycle actually closed out. When he called in to dispute it, he was told, “Those are valid overages.” Once, twice, three times. He wanted to cancel and was sent to cancellations (or SAVES, the folks who do their best to keep the customer) who once again told him those were valid overages and wouldn’t refund him anything either. He cancelled service, pretty much fed up with us. The man was quite tenacious and had a strong feeling that he’d been wronged and called in one last time to see if I could help him. And I could.

Once all was said and done and after I’d simply played with the database a little, it was easy to see that at the time he was told he had oodles of minutes left, he was already over. A little further digging and I found out where that customer service rep had found that oodles of minutes number…from his previous month’s bill!!! That’s clearly our error and I was able to fix it for him, making him so happy that he had me restore his service immediately. Three lines. That’s potential profit the company was going to lose because no one would listen.

And like I said, I got a great deal of satisfaction out of that. Three previous reps AND a “SAVES Specialist” missed the simple fact that we gave him the wrong information from the wrong month’s bill. I’m very much in an, “I SO rule.” mood right now. I’m also disappointed in four of my coworkers, one of them deemed “The best of the best.”

As much as other reps are going to hate me for saying this, if you’re a customer, and you KNOW something’s wrong, keep calling until somebody hears exactly what you’re saying to them. Maybe, just maybe, you’ll have someone on the other end who’s willing to dig a little deeper and say, “Sir/Ma’am, that’s clearly our error, and I’m going to fix it for you.”