Editor's Corner

SMS & Customer Service

While carriers have been working hard to improve their customer service, this week's recent upsurge in customer-related complaints in California are a sign that there is still much work to be done. The issue of text messaging and pricing is a sensitive issue with many consumers. Carriers need to do a better job explaining to consumers how SMS pricing works and develop better ways for managing customer complaints and issues. I know US carriers have been working hard to improve their customer service, and I want to acknowledge that hard work. But this week's news is just another sign that there is still more work that needs to be done. - Stephen

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