Cell Phone Troubleshooting - How to Get Help!
you have cell phone complaints and are looking for cell phone
troubleshooting help? Similar
to hardware problems, the first step is to contact your prepaid
wireless or postpaid wireless provider, and keep in mind the following
your facts and information handy and clear. If it's a billing
issue, you'll want to be very specific about what you paid for, and
you were charged, and be prepared to email or fax it to them if
The more clearly things are laid out, the easier it will be
- Be prepared to explain what happened
at least two or three times
before you start getting frustrated.
- If you don't have physical bills, or
are on prepaid wireless,
print out your account activity online.
noted in the hardware issues section on the previous page, although
you're frustrated and
potentially severely pissed off (!), try not to get nasty; people want
help people who are nice. Get nasty and you're not likely to
progress even if you're 100% in the right.
- Escalate to a
see if you can make some
headway with your cell phone troubleshooting issue. Don't be
afraid to ask for the manager after their first objection, as chances
are that you'll need to talk to someone higher up anyway.
i.e. Escalate before you get frustrated and lose your calm.
Can't resolve your issue
- You have some more extreme options:
you're a postpaid customer who owes money, make sure that it doesn't go
to collections. Unless it's a bill for thousands of dollars
you can't afford, even a few hundred dollars will be worth paying while
you dispute the issue. Once they send it to collections, it
impact your credit score for 7-10 years! Rest assured that if
that happens, you'll end up paying a lot more for a car loan, home
loan, or even insurance due to higher interest rates, and you'll look
back and wish that you had swallowed your pride and paid the initial
bill. Doing this takes a LOT of discipline and emotional
intelligence to accomplish, however, believe you me, it will benefit
you in the long run!
you've made a genuine effort to try cell phone
troubleshooting with your
wireless provider, and you haven't had any response at all, or if you
didn't get a satisfactory resolution, you have some other options.
You can pursue a third party to get involved:
Contact the Better
Business Bureau (BBB)
- On their
Website you can actually research your wireless company and see if
there have been similar complaints. This will not
only give you peace of mind that you're not the only one
problem, but also provide additional support when making your case.
Contact the Federal
Communications Commission (FCC)
can file a complaint online, and most good companies will respond.
It's somewhat sad that they didn't help you out in the first
place, however, when you show that you're serious by submitting a
complaint with the BBB, it helps. No company wants to have
complaints logged on this site for others to see, and when they do, it
helps when the log shows that they ultimately worked with customers to
resolve their complaints. I submitted one myself in the past.
Although it wasn't for a wireless related issue, the company
called me back very quickly after previously ignoring my calls for over
a month; i.e. it works!
FCC homepage actually has a specific section for wireless phones.
Once you go through their initial problem description
(multiple choice), you'll be provided with options regarding how you
proceed with filing your complaint. Depending on your issue,
you'll have access to an online form, phone, mail, fax, or email.
I note in the title of this last cell phone troubleshooting section
that these are more extreme
options, the reality is that you shouldn't hesitate to use these tools
if you have made an honest attempt at resolving your cell phone
problems directly with your wireless provider.
trying one option at a time, and keep in mind that these processes can
take some time, so don't expect overnight results. I believe
that at the end of the day, none of us really mind the odd issue.
We enjoy our cell phones, and understand that there's a lot
of technology involved, and that many providers go bankrupt because it
really is an expensive and super competitive business.
However, we all have our limits to what we can tolerate.
If you feel slighted, or simply put - ripped off, make the
effort to file your cell phone complaint as part of your cell phone
troubleshooting process, and use these tools to help
you resolve your issues!