I will add to this very soon but believe you'll find this helpful.

I have been a cellular subscriber since the mid-1980s and have experienced many of the trials and tribulations of the evolving industry over the years. In my humble opinion, Suncom is one company which isn't up to par with what one should expect from a (theoretically) sophisticated communications provider today.

The first clue occurred within days of signing up with them (Memphis-Winchester store) a little over 1 year ago when I discovered call answering anomalies in my "new" Ericcson phone. I contacted the local store manager who assured me they would replace the unit but were waiting for some new units to arrive and would contact me within a few days to exchange the unit. After no followup call was received for several weeks, I again contacted them only to be told essentially that now, no, they wouldn't exchange it after all and that I'd have to pay for a replacement.

I live in town which borders Memphis. Though Suncom's service has undergone a minor improvement in the time I've been a subscriber, service outside the "metro" area still warrants improvement as there are still regular call drops and too many suburban areas with signals too weak to support a high quality connection. Topography is a factor but come on ... in West Tennessee we take "Flat" lessons from Oklahoma ... which should make it easier for any cell provider to deliver superior service.

Last May I contacted them about suspending my service as I was going to be out of the area for almost two months. I was told this wasn't possible and that if I made ANY changes to my plan, (in order to allow me to use the phone while travelling without incurring such outrageous charges as to think I was reducing the national debt, that upon my return I wouldn't be allowed to retain my unlimited nights/weekends plan. By this time, I have determined this to be Suncom's sole redeeming quality which, were I to lose, I would certainly opt for a new provider. Even though I was unable to use the service for over two months, I was told there was no provision for temporary service "hibernation" and that'd I'd lose both my number and "plan" if I didn't continue to pay their regular charges which is what I did.

Suncom's rate plans typically charge big bucks (around $.60/minute PLUS LD charges) if you use your phone outside your primary service area. As always, it is wise to CAREFULLY consider how and where you need mobile service to minimize meeting up with usage surcharges which, in some cases, may require smellling salts to revive the unfortunate (or uninformed) upon reviewing their bill.

One area of interest is Suncom's phones will typically operate in rural areas (not all providers' phone will ... you have to ask). This is because the phone has the ability to internally "switch" from digital to analog mode when the phone no longer detects a sufficiently strong digital signal (dual band phone). Some can even seek out an alternate digital provider when/where available before switching to analog mode (tri-band phones). One nice item is unlike phones of a few years ago, today's tri-band phones can be as small as digital only units (digital only phones won't work if you are in an area offering only an analog signal .. ie "rural"). Beware that anytime the phone "switches", under some rate plans, you just graduated to "big league billing" .. Suncom execs & stockholders are grinning ear to ear ... can you see 'em?

Knowing what a number providers offer, I was amazed to learn that not only could I NOT learn the minutes used at a given point during a billing cycle via automated access but even their so called customer service staff was unable to access this most useful information except when viewing a past completed billing cycle (the horse and barn door analogy occurs in contrast). Also, their system isn't capable of broadcasting the current time (as others do) which, admittedly, may be of a minor concern but nonetheless noteworthy.

I typically use my phone late at night as my primary long distance medium. Though I live barely 1/2 mile from a tower, my service works at best, reasonably at worst unacceptably from the 2nd floor. The 1st floor is unreliable. Service within the city limits of Memphis is generally acceptable provided I'm not inside a larger commercial building which tends to kill the 1.9 gighz signal. Suncom does include voicemail and caller id with 300 "anytime" minutes plus unlimited nights/weekends for $40/mo ($47 including taxes). Most of my family lives across the country so the unlimited LD had special appeal for me and is, in fact, the only reason I remain a customer today. Frankly, I loathe the need to punch "611" as I know once again I'll be entering the vortex of Suncom's "Twilight Zone".

I realize customer service has suffered widespread deterioration as the result of a number of converging factors; consumer demand for low cost, availability of ever increasingly sophisticated technology, the internet and unprecedented demands on our time to name but a few. I don't see that as an excuse for poor service but rather an opportunity to prove consumers should expect increasing levels of service from innovative firms committed to customer service. Though I've also dealt with helpful reps, during past past contacts I have experienced Suncom reps who were brusque, intransigent and failed to fulfill subsequent and seemingly innocuous promises (most recently failing to credit $3 for dropped calls ... required 4 calls and much wasted time to accomplish).

Personally, I feel Suncom has considerable room for improvement before I would recommend their service though I would suggest distilling your own opinion from the aggregate posted.














Recommended: No

Amount Paid (US$): 40.00