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JANUARY  CR.org 

But monthly bills are usually lower for

prepaid service, especially from prepaid

specialists such as MetroPCS, which of-

fers low-cost unlimited-everything plans.

Prefer a big national carrier? AT&T, T-

Mobile, and Verizon also offer prepaid

service. Sprint does so through its Boost

and Virgin brands.

Two-thirds of our survey respondents

knocked more than $20 a month off their

bill by switching to prepaid, and 17 percent

saved up to $20 a month. Over two years,

you can recoup the extra cost of the phone

and more. Here’s a tip: If you’re coming

off contract with a phone you like, you

can often transfer that phone to a prepaid

plan with your current carrier or a new

one and pay less for service comparable to

what you had on contract.

Be careful when upgrading early. Un-

less you’re totally fed up with your current

phone, try to stick with it until the con-

tract runs out. If you upgrade early, you’ll

be hit with penalties and surcharges, in-

cluding paying full price for the new

phone. See “Can’t Wait for at Must-

Have Phone?” on page 36 for details.

ink twice about insurance or an ex

tended warranty. It can easily cost $500

to $600 to replace a popular smart phone

in midcontract, as salespeople pushing

protection plans will remind you. But in

our survey of cell-phone buyers, we found

that only 15 percent polled bought a new

phone because the old one broke, and only

2 percent bought one because their phone

was lost or stolen.

Based on that, the value of insurance

or an extended warranty seems ques-

tionable. at’s especially true when you

consider what a plan costs and what

you get for the money. Phone replace-

ment coverage can cost $5 to $9 a month

and can come with a $50 to $150 deduct-

ible. Yet you might be entitled only to a

repaired, refurbished phone rather than

a new one.

Even so, close to one in three survey re-

spondents purchased additional protec-

tion against loss or damage to their phone.

Many said they felt it necessary to protect

their investment in the phone.

But here’s a better idea: Keep your old

phone until the new handset’s contract

ends. If you lose or break the new phone,

reactivate the old one by contacting the car-

rier and then syncing to your accounts to

download contacts and more to the device.

en use the old model until you qualify

for a free or discounted new phone.

Better Worse

Guide to the Ratings

Retailer Reader score Survey results

Order

0 100

Service

Checkout

Price

Selection

Website quality

Shipping

A ONLINE STORES

Apple.com

&Z &Z &V &C &Z &Z

VerizonWireless.com

&C &C &V &C &C &X

att.com (AT&T)

&C &C &C &C &C &X

WALK-IN STORES

Apple Store

&Z &Z &V &C &Z &Z

Costco

&X &C &X &V &C

—

U.S. Cellular

&X &X &C &V

— —

RadioShack

&C &C &C &C

— —

Walmart

&B &C &X &B

— —

Best Buy

&C &C &C &X &C

—

Independents

&C &C &V &C

— —

Sprint

&C &C &V &C &V &C

AT&T

&C &C &V &C &B &C

Verizon

&C &C &B &C &V &C

T-Mobile

&V &V &B &V &V &C

SALES BY PHONE

Verizon

—

&C &V &C &C &X

Overview

We recommend all of the retailers in our

Ratings because each was satisfactory

to a majority of survey respondents.

Stores we call out below stand out for the

reasons noted.

BEST BUYING EXPERIENCE OVERALL

A Apple.com

B Apple Store

Whether shopping online or in walkin stores,

those who bought a smart phone at an Apple

Store or online had a better overall experience

than shoppers at any other store.

GREAT PRICES AND SERVICE

B Costco

With dedicated wireless kiosks in every

store, the warehouse retailer delivers

pleasing service along with its customary

low prices and limited selectionwhich

doesn’t include iPhones. Costco charges an

annual membership fee, usually .

OTHER STANDOUT OPTIONS

B U.S. Cellular

B Walmart

B Best Buy

U.S. Cellular was the best carrier

walkin store; only Apple Stores offered a

better service and checkout experience.

Walmart matched Costco for pleasing

prices, and Best Buy is unequalled in

selection, offering a variety of phones

such as iPhones, G Android phones,

and simple prepaid phonesfrom a host

of carriers.

Ratings Cell-phone stores

In order of reader score, within types.

Results are based on , responses from C R subscribers who bought a new cell phone

in the past two years. Survey results may not reflect the U.S. population as a whole. Reader score

represents overall satisfaction with the retail experience. If all respondents were completely satisfied

with a particular retailer, the reader score would be ; a score of  indicates that respondents were

“very satisfied” on average; , “fairly well satisfied.” Differences of fewer than  points are not meaningful.

Survey results reflect mean scores on a scale from “very poor” to “excellent.” Service reflects Web

support for online retailers, sales help for walkin stores.

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