CSR: We used to have it to where you could just turn in your phone and get a new phone, but we no longer do that. The only way you could get another phone is if you buy a new one. Or, they have lower prices if you buy a refurbished phone.

WR: How much do the refurbished phones normally cost?

CSR: The prices vary. The lowest amount would be like $20 or $29. We can order you a refurbished phone through the system, but it costs more through us than it would at our stores, because at our stores they give you a discount price.

WR: Why did they stop the program that would allow me to get a free phone?

CSR: It wouldn't have been free. You would have had to pay the difference. I can't tell you why they stopped that.

WR: So if you get another new service within the next six months, I'll end up having to pay for a new phone again?

CSR: The refurbished phone has a 6-month warranty on it anyway. Then if you have the equipment-replacement program on that phone, if the company does have new phones, you can always get another one.

Verizon Wireless

Total Hold Time: 10 seconds

Transfer/IVR Layers: 1

CSR: Count on Verizon Wireless.

WR: I have a phone that won't allow data transactions, and I wanted to change my phone so that I can access Verizon's data services.

CSR: How long have you had that phone?

WR: A couple of years.

CSR: You would be able to upgrade that phone and get one at a discount.

WR: What are the price ranges?

CSR: Where do you currently live, in what city, what county?

WR: I live in Kansas City, MO.

CSR: What I would need to do is connect you to that area, and they would be able to give you the prices of the phone.

The CSR gives the number to which she is connecting WR, then makes the connection. Upon hearing an automated message, WR is surprised to have Cingular Wireless on the line.

CSR: Thank you for calling Cingular Wireless. How can I help you?

WR: I'm confused. I was transferred to this number by a Verizon representative. I wanted to change my Verizon phone to a data-capable phone. But I was connected to this number, which answered, "Cingular."

CSR: Maybe they were upset with Verizon today. I don't know.

WR: Supposedly, they're offering Mobile Messaging service in the Kansas City, MO, area. They transferred me directly. I didn't dial the number.

CSR: You're in the Kansas City, MO, market, right?

WR: Right.

CSR: I'm actually in South Carolina. We do have a Cingular Wireless in your area.

WR: I'm trying to figure out what Cingular has to do with Verizon.

CSR: It has nothing to do with Verizon. Are you on a Verizon mobile phone?

WR: Yes.

CSR: Call *611. That's usually the code to get you to customer service.

Rural Cellular

Total Hold Time: 50 seconds

CSR: Cellular One customer care.

Transfer/IVR Layers: 2

WR: I have an analog phone, and I'm interested in the news service. How would I go about changing my phone.

CSR: Where are you located at?

WR: Walla Walla.

CSR: Go into a service department, anyplace that sells the Cellular One phones. You can get signed up for an upgrade ... You would actually be eligible for our promotion that's going on. Have you heard about that?

WR: No.

CSR: For the first six months it's $ a month for 1,200 minutes.

WR: How much would the phone cost?

CSR: Phones can cost anywhere from $75 up to $200, I believe. I'm not in the sales office, so I don't know.

WR: Would I get a discount?

CSR: If you signed up for the promotion that's going on right now, you'd get a free digital phone.