Tune Ups

Working handsets are critical to customer satisfaction. Many times, customers can upgrade software by simply dialing an abbreviated service number through their own handsets. However, in many cases, it appears that carriers are simply encouraging replacement of handsets.

Verizon Wireless

Total Hold Time: <30 seconds

CSR: Thank you for calling Verizon Wireless. How may I help you?

WR: I've heard about phone tune-ups. My phone is over three years old. Should I get one, and what does that involve?

CSR: What a tuneup does is basically upgrades the software inside your phone. What you would do is dial *228, and it is going to ask you if you want to update the PRL list, which is Option #2.

WR: What's PRL?

CSR: What that is basically let's say you were roaming. Let's say you were going to Florida. If you were on the local plan, then your phone would show you were roaming. But if your phone were updated for a national plan, it would be programmed with every single tower in the United States, which means that when you went to Florida, your phone would not show you roaming.

WR: So it would be like a local call?

CSR: Right. Again, it would just make it easier for you to know if your phone is roaming or not roaming.

WR: So I just press *228 for that upgrade?

CSR: Yes. It usually takes about a minute or so. And as soon as you are done, it will say, “Programming is complete.” If it doesn't work for you and it says your phone can't be programmed, call customer care. What that means is your phone could not be done over the phone. What you'll need to do is take it by a store location where they can hook it up to a machine that programs internally.

WR: That sounds easy enough. Thanks.

CSR: Thank you for calling Verizon Wireless. We do value you as a customer. You have a very good day.

U.S. Cellular

Total Hold Time: 1 minute

CSR: Thanks for calling U.S. Cellular

WR: My sister has your service and phone. She is always having trouble with the phone. Even though I have told her just to bring it in, she keeps cajoling it into use. Then I heard about tune-ups on phones. So I thought maybe I could get her one for Christmas.

CSR: Uhh, I've never heard of tune-ups for phones. Maybe you could just take it into a retail store, and they could look at it. It probably just needs a new antenna or something.

WR: So the retail store could check it out and find out what is wrong with it?

CSR: Probably. But as far as a tuneup, I've never heard of that.

WR: OK. Thanks.

CSR: Thanks for calling U.S. Cellular.

Cingular

Total Hold Time: <30 seconds

CSR: Cingular Wireless

WR: Do you do tune-ups on your phones?

CSR: Not at this location. If you want to do a tuneup, you could possibly take it to our 119^th Street location. They can run diagnostics on the phone. If it's an older phone, you could just get an upgrade.

WR: So I just go in and ask for an upgrade on the phone?

CSR: Yeah, if you come into the store today, just say you want to do an upgrade. The service will stay the same. We'll just get you a new phone.

WR: You mean, I could just bring my phone in and get a brand new phone?

CSR: How long have you had the phone?

WR: Since earlier this year.

CSR: If it's been about a year, we can get you the upgrade.

WR: Thanks.

CSR: OK. Bye.

Although CSRs are not diagnosticians, it could raise the level of customer service if they inquire about the nature of the problem before simply assuming that an antenna will cure everything.

Mystery Caller is Wireless Review's ongoing series of random calls to carriers to determine how a customer might be treated and the accuracy of distributed information.