How you can avoid getting locked into a new carrier when you make the switch


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SALT LAKE CITY — The competition is fierce. Phone companies tout spectacular deals to get you to switch and save money. Bill Hales thought now was his chance to cut his wireless bill down to size.

“We were really concerned about our cell bills — like everybody is,” Hales said. “Going over bills, and thought it was time.”

So Hales dropped two phone carriers and went with a deal at Sprint.

“The same coverage, but we’ll get it to you a lot cheaper with unlimited data,” Hales said that was what a Sprint associate told him.

Hales checked Sprint’s coverage map for his tiny hometown of Aurora in Central Utah.

“We actually pinpointed my house on the map and did a few fun things and it was pretty neat,” Hales remembered. “The coverage seemed to be good, it was all green.”

So, Hales forked out $1,600. $900 went to pay for signing onto the new plan, plus devices. Hales also paid $700 to buy out the two old plans, which Sprint would reimburse. Buyouts are one way carriers are getting people to switch these days.

But when Hales got back home to Aurora, he said the only signal he could get was, “1X data and one bar service." "And so I thought, ‘Oh boy, we’re going to run into trouble,’” he said.

He couldn’t even call his daughter less than 20 miles away. Thankfully for Hales, his calls to Sprint did go through. So he called several times over two-and-a-half months trying to get his money back.

“They think the grass is greener on the other side of the fence,” said attorney Ben Stanley, who specializes in technology law. “It’s a multi-year contract, so you want to give it the kind of gravity it actually has."

Stanley warns consumers to not rely on the map you’ll find on a carrier’s website. What you might not realize is those maps are no guarantee you’ll get good coverage.

“That’s because they give you maps that are sort of the ideal or an estimate of situations,” Stanley said. “Outdoors, under good weather conditions or under the very best possible conditions. The map is an ideal, it’s an estimate based on ideal circumstances. Particularly when you start getting indoors or moving between towers, you might have dead zones or spotty coverage.”

Whether you live or work in a big city or a small town, Stanley said consumers should ask neighbors, coworkers or others who have the same carrier if they get good reception. He suggested a Facebook post might be a good way to get feedback.

Stanley also suggests if you’re looking at switching carriers, specifically ask the salesperson all about taxes and extra fees.

“Surprise! That extra line that was supposed to be free, or it’s a five-dollar or ten-dollar additional line,” Stanley said, “Yet, it’s got its own set of taxes and fees and those government fees can often be $20 when you add them all up. They may give you some estimates that are lowballs, so you might want to say, 'Can I get a printout of a sample bill that’s going to show every fee that’s going to be associated with this account?’”

Stanley does not represent Bill Hales, but KSL asked him to take a look at Hales’ situation. He reviewed Sprint’s terms and conditions.

He believes Hales is eligible to get the $900 back he paid Sprint. That fine print is found in the carrier’s Satisfaction Guarantee. It reads, “If you’re aren’t 100% satisfied [in 14 days], we’ll refund your device purchase and cost of service.”

Hales notified Sprint the day after he bought the plan. Hales also paid another $700 to get out of his old contracts, expecting Sprint would pay him back.

Stanley said Hales had to be a Sprint customer for more than 14 days to get reimbursed that money.

“I’m at such a frustration that I have no idea what I can do,” Hales said. “I just want our money back.”

So far, the Hales family said Sprint has refunded $560. They’re still hoping for about an additional $1,000 back. Sprint told KSL they’re working with the family to sort through it all and determine what the final refund amount will be. In the meantime, the Hales have switched back to one of their old carriers.

When it comes to switching phone carriers, here are a few more tips to consider:

  • Sign up with a new carrier first, before canceling service with your old one. If you cancel with your old carrier first, you will not be able to keep your current phone number.
  • Be sure to tie up any loose ends with your old carrier. You could still be on the hook for early termination fees and the lease on your old phone. And, if you’re having trouble, you’ve got to move swiftly. Most carriers will have a 14 to 30 day grace period, where you can get out if there are problems. But once that grace period expires, you could be locked in and then slapped with early termination fees for trying to get out.

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Sloan Schrage

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