I consider GSM to be the best mobile telephony system in use today. Features like interchangeable SIM cards, reliable data connections and SMS (Short Message Service) provide a level of convenience and functionality that are not available from any other mobile telephone provider. This is why I am a Pacific Bell Wireless customer. Unfortunately, they don't make it a particularly pleasant experience.

The telephone service leaves something to be desired. The signal strength I receive, even at my home and office in San Francisco, suggests that Pacific Bell could stand to install more cell sites. Dropouts while driving are not uncommon, even on a major freeway like I-280. Sound quality is excellent, as would be expected from any modern PCS network.

The selection of telephone models is disappointing. Pacific Bell Wireless's web site lists eight models available but on a recent visit to one of their retail stores an even paltrier five models were on display. While is true that there are not a huge number of GSM 1900 models offered by manufacturers, Pacific Bell Wireless does a poor job of stocking even those models that exist.

Pacific Bell Wireless's rate plans were once very competitive but are now much less so. They seem to have adopted a pricing model similar to that of the old, established cellular carriers like Cellular One and GTE. The current rate plans do not compare favorably with those of Sprint PCS. The pricing for the various value-added features is simply ridiculous. Pacific Bell Wireless charges $4.95 a month for "PCS Email" (the ability to send and receive short email messages on your phone) and for "Landlink" (the ability to check your voice mail from a land line phone), features that many other carriers offer for free.

Customer service is execrable. It is quite difficult to get anybody who actually knows what he's talking about on the phone. Technical support agents typically display no inclination to expend any effort to research a problem, preferring to fall back upon pat (and usually incorrect) canned answers. Telephone support agents have a notable tendency to pass the buck by inappropriately telling customers to visit the nearest Pacific Bell Wireless store for help - and there are only three, inconveniently located, such stores in the entire Bay Area.

If, like me, you want the specific special features that are unique to GSM, Pacific Bell Wireless is the only game in town. If you care more about pricing and quality customer service, look elsewhere.



Recommended: No