Service Quality Issues Won't Go Away

摘要

Look around at the cellular landscape and it won't take too long to realize that things are not pretty. Handsets are sleek, hyper-optimized things straight out of science -fiction. However, as soon as you hit an actual network, everything falls apart. Network coverage is spotty; calls are dropped or don't go through; customer service is tanking. The overall quality of the customer experience has declined so drastically since the golden age of the mid- to late-1990s that people are actually starting to pay attention.