ReasonedResponse.com

About ReasonedResponse

ReasonedResponse is the policy and opinion blog of Dave McClure. The longtime President and Chief Executive Officer of the U.S. Internet Industry Association (USIIA), Dave is an authority on complex policy, business, and legislative issues that impact the technology and online environment.

A technologist by education, Dave is also an accomplished pilot, judoka, Master Scuba Diver, oenologist and member of the legendary Scottish Clan McLeod.

Everything posted on this blog is my personal opinion and does not necessarily represent the views of the USIIA or its members.

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What About Tech Support?

Are open networks and unlocked phones the Valhalla of cellular technology?  Perhaps, but I have a strong hunch I don't want to pay for it.

Right now, I can get a phone that works right out of the box at a reasonable cost and with a choice of service plans.  If it doesn't work right out of the box, I can swap it at a local store.  If it breaks, I can get it fixed or get a replacement.  If I don't understand it, I can call free tech support and resolve the issue.

It is the ultimate in reliability, but comes at a cost.  I can't use just any old phone.  I can't just have any old service plan.  And I generally have to contract for an amount of time to use the service, so that the cellular company can plan its future cash flows and ensure that they have the operating capital they need to continue to innovate, deploy and serve.

It isn't the ultimate in freedom for me, but it isn't unreasonable, either.

Sure, I hate my cell phone.  And I'm not happy about dropped calls, areas without service or the lack of data networks in rural areas.  But that doesn't mean I think we should break a system that works in order to implement one that we're not sure about.

Consider this:  if we open the cellular networks, who will be responsible for giving tech support on the flood of cell phones from all over the world.  The cellular phone company?  Not likely, or not at any cost I can afford.  The manufacturer?  Good luck getting that.  The reality is that if we open the networks we will have to pay the price of that openness.  And accept that this openness will be harmful to the vast majority of American consumers who need reliability as much as they need choice.

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