Secrets Cell Phone Companies Don't Want You To Know About

Move over dogs. Cell phones are man's new best friend. These indispensible pieces of technology have become a mainstay of almost everyone's life. While they help us stay in touch and even entertain us, dealing with the companies that provide this service can be challenging at times. I am about to share with you the secrets I have learned from my years in the industry.

First and foremost KNOW YOUR ACCOUNT! Do you know what day your bill cycle ends? How many minutes are you paying for? How many messages? You should know exactly how many minutes/messages/megabytes you and everyone on your phone plan has used before the current bill cycle ends. The date on your bill is the last day of your bill cycle. It is the last day you can make changes and still have them count for the current month.

Most providers (if not all by now) have very robust on-line websites for you to manage your account. You should have the ability to view your unbilled usage totals at any time. If you are not on an unlimited type plan, this is very important. Always check your usage right before the billing period ends. If you are over, you should be able to "backdate" changes (make changes effective the start of the cycle) to cover your usage. If you can't do so online, call your provider right away. At the end of the day, it truly is YOUR responsibility as a consumer to know the service you are purchasing inside and out. Think I'm wrong? Ask all the people who ever called in with $700 cell phone bills. Or $7,000 cell phone bills.

Do you have a two year cell phone contract? Why? Most providers let you upgrade to a new phone at least two months before your contract expires. Why wait 22 months when you can wait 10 months? The cost difference of the phones on a 1 year contract vs. a 2 year contract is usally about $50. Pony up the $50 and get a year of your life back.

The best way to go in my opinion is to find the phone you want from the provider you want to go with and buy it from someone on e-bay. You can usually find phones in really good shape for a really good deal just because someone didnt like it for some reason or another.  (VERY important: before you buy, get the ESN number from the seller and call your provider to make sure it isn't on the lost/stolen list.)   When you have your new phone in hand, call your provider of choice and ask for a 'service only' activation. If you are a current customer, all you have to do is an ESN change either via customer service or your provider's website. Voila! New equipment, no new contract!

Speaking of equipment - do not buy accessories from your cell phone provider. Example - car chargers. They buy them in super bulk quantites for about $.50 each then repackage them and charge $30. There are plenty of places online where you can find the accessories you need super cheap.

Are you having a billing dispute? Most providers will work with you if you are reasonable. Don't forget - they are a business too. If they gave out $500 credits to everyone who called they wouldn't be in business very long. However - don't forget this either: minutes and messages cost cell phone companies very little real money. If you manage your account properly there should never be a time when you are suprised with the huge bill for overages. But things happen so here are some tips to help you help yourself when you need it most:

• Try to pay your bill on time every time - being a good customer will go a long way to getting you what you want when you're in a pinch. Customers that pay on time and don't frequently ask for credits are much more likely to get credit when they ask for it.
• If you are a VIP customer (over say $79.99 per month) ask if your company has a program for high value customers. The average customer pays about $42. If you are significantly above that, use it to your advantage.
  
• When you have a problem, remain calm and collected. You catch more flies with honey than with fiery molten flamethrowers.
  
• Don't be afraid to accept responsibility. "I usually monitor my account very closely but last month I really messed up, blah blah" - ask for their help with a rate plan analysis. Compliment them on being the experts.
  
• If you aren't getting what you want from the first person you talk to, calmly ask to speak to their supervisor.
• Many times the first 'supervisor' you get will be another regular agent who specializes in escalation calls. Don't be afraid to escalate again if need be.
• Be prepared to negotiate. You may not end up doing better than 50-60% credit. And don't forget - once you move up another 'supervisor' level all previous offers may well be off the table. You usually only get two levels, maybe three.
  
• All the major cell phone providers use a system called 'Net Promoter Score'. It is how they track their performance from their customers' perspective. Customers are surveyed on how likely they would be to recommend their provider to a friend or family member. They don't do many surveys so each one counts a LOT. If you aren't getting what you want, drag this out. Just say "You know, I think I would have a really hard time recommending you to my friends right now. I'd hate to get one of those surveys. You guys wouldn't do very well." Trust me. You will hit home.

I think the best piece of advice I can give is to own your cell phone experience.  

• Be a good and knowledgable customer.
  
• Bring your own equipment.
• Make the most of any bonus programs your provider offers.
• Get intimate with their online account management tools.
• Stay on top of your usage to avoid nasty surprises when your bill arrives!