Well, at this time there are four major national networks for mobile service. In order of number of subscribers: Cingular, Verizon, Sprint-Nextel and T-Mobile. I won't go into how these happened but none of them are exactly what they started out to be through mergers takeovers, etc.
I've had T-Mobile (formerly VoiceStream) since June of 2000 and by and large I've been very pleased and whenever I encountered a problem if there was one it was taken care of with the minimum amount of fuss. Calling in to deal with customer care generally has been a favourable experience. About two years ago they started to use an IVR (interactive voice response) system for typical ordinary things and I have to say that whoever designed the IVR used a good bit of logic and it's very intuitive to use. If you do need a human being to assist you all you have to say is a choice of several things including, operator, assistance, help etc. and you'll be connected to a live representative. The main problem with the IVR is if you're using it in a noisy environment such as loud vehicles on the stree the IVR may become confused. Once in my six years of having service with them I had a billing issue that I had to escalate but one incident in six years is pretty good. The issue did get taken care of which is the end result I was looking for.
This is true somewhat but at least from my experience it's not been something that's been forced on me and I've had no pressure to get anything that I didn't want.
This is generally true, but it's true in most any sales oriented outfit. Generally I've found that you get more information and help out of the carrier's customer care than you'll get in a store unless it's a corporate store in which case you'll still get the emphasis on sales, but you will get some tech help if needed. The truth is though that often those people in the stores have less knowlege than you'll find elsewhere. I know that I know scads more about the tech end of things for my service than anyone in the local store and that I can get more information from a user's group on the net than I'm likely to find in a corporate or authorized store.