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Buyer Beware! A Guide to Purchasing a Cell Phone
Buying a cell phone is a rotten experience, and most people would rather visit the dentist (no offense to your friendly neighborhood dentist) than purchase a cell phone.
With mail-in rebates, free offers, required data plans and confusing pricing, it makes it difficult to make an informed decisions, and your carrier is not likely to make it an easy, hassle free experience.
The following tips will make it easier to make a good decision around your next cell phone purchase, and help you resolve any complaints should they arise.
1) Know who you're dealing with.
Nowadays, you can buy a phone nearly anywhere - gas stations, online, third party dealers, corporate stores, video stores, department stores, the list goes on and on. Just because a store is plastered with T-Mobile, Sprint, Verizon or AT&T, doesn't mean that it's a corporate store, or follows corporate policies. Each dealer is allowed to set up its own pricing, its own return policy, and its own inventory.
If at any time, they're unwilling to help you or offer ambiguous direction, then please don't make your purchase. Specifically ask:
a) What is the return/exchange policy? Is it in writing somewhere on the receipt, or posted clearly in the store? Most dealers want it all back: the box, the cables, the phone, the battery etc. Keep that stuff around for at least 30 days in case there is an issue.
b) If you're buying a new service, make sure they talk about voice minutes, text messaging, data and email, and repair. If they don't service what they sell, make sure you know where do you go if you drop or damage your cell phone, or if the phone is defective outside the return period. Good dealers service what they sell.
c) Is it a 3rd party dealer, or is it a corporate store? Look for the terms 'Authorized Dealer' or an additional name around the carriers name. Some Kiosks and stores look like they're corporate stores, but it's always better to ask.
d) What do I have to do to get the mail in rebate?
Do you have to have to keep a data plan on the account, even if the carrier doesn't require one? Can you send in the mail-in rebate right away, or do you have to wait a certain number of billing cycles?
What happens if you're late on a payment? Do you still get your mail-in rebate?
Will they fill out the paperwork for the mail-in rebate and help you put together what you need?
Take a look at what that mail-in rebate really costs, and what you have to do to get it. Sometimes, you're better shopping elsewhere.
2) Know where you can return / exchange the phone.
If you do have to return a phone, you MUST return it to the person or dealer from whom you made the purchase, even if it was purchased from a corporate entity, like telesales or web sales for that carrier. At least call or email the place where you made your purchase to make sure you can return it where you want.
3) Don't let bad business reap the rewards.
Report bad business practices to the FTC (Federal Trade Commission), the BBB (Better Business Bureau) and the state's attorney generals office. There is a lot of visibility around scandalous cell phone transactions right now, and no one wants to be on the radar.
4) Calling Customer Care.
DO NOT call customer care to report a bad dealer experience or an issue with an online or over the phone purchase, as you are likely to get any real action. In my experience, the providers don't care if you got bad service at a dealer - their stance is "We just provide the service".
5) Demand satisfaction.
If you don't get satisfaction from the poorly dressed guy at the kiosk, get the manager's name, and then get their managers name, and call them both. If that doesn't work, get to the regional manager. Keep climbing until you get what you need. Hopefully, if you read number one and follow the steps, you'll never have to do steps 3 - 5.
Readers, feel free to share your dealer experiences (good or bad), and if you have a contact number or email for any dealers, please add them to the comments below.
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