Study Finds Cell Phone Customer Mistreatment Rampant
Published on: 7th Mar 2013
Note -- this news article is more than a year old.
A Canadian digital rights group claims that consumers are being "forced" into accepting poor and often disrespectful service from the mobile network operator.
The group, OpenMedia says that it has identified the lack of choice in the cell phone market as the cause, pointing out that nearly 94% of the market is controlled by three large players: Bell, Telus, and Rogers.
Canadians who participated in the study brought up twelve specific problem areas through their stories. OpenMedia.ca's analysis categorized these problems into three major themes: disrespectful customer service, restrictive contracts, and price-gouging.
The study finds that 63.45% of respodents included complaints about poor wireless service. A third of commenters noted that they felt trapped in their contracts due to excessive and punitive termination fees.
As legal expert Tamir Israel of the Canadian Internet Policy & Public Interest Clinic (CIPPIC) states, "There are many legitimate reasons why an individual might wish to change or end a fixed term contract, and no legitimate reasons to penalize them for doing so."
Many respondents also noted that they found Canadian cell phone service to be inadequate compared to other countries, and were appalled at the contrast.