J.D Power and Associates just issued Volume 2 of their Wireless Customer Care report, which runs from January to June of 2009.
It’s a big three-way tie this time around, with T-Mobile, Alltel, and Verizon all taking a victory lap. AT&T follows behind with an “About Average” (3/5) rating, while Sprint stumbles with a paltry 2/5.
At this point, T-Mobile can pretty much build a small fort out of these little glass trophies, having taken one home 9 out of the last 10 reports. Don’t be too surprised if these things start popping on the garage sale circuit.
I’ve never had a problem with Verizon customer support. I always question the hatred from people about it. I think it comes from that they USED to be horrible, but they haven’t been lately. Same with the hatred of Dell, they’re doing better than before too on a lot of things. …and Vista now that I think about it. I mean really, I’ve played with Vista quite a bit and it really isn’t bad, it just had a rough start.
Glad to see this though. Verizon really is a great company. They just suck on two things still… phone selection and their crappy software. However, this can be resolved by simply buying a smart phone, which they generally don’t fuck with.
All the Verizon hatred is due to the fact that they sandbag technology innovation just to nickel and dime their customers by disabling very basic features which should otherwise be free.
And they recently announced that even on smartphones, they intend to have their own app store instead of the default manufacturer’s app store. It’s this anti-customer, anti-technology attitude which attracts all the hatred. X-(
Damn Verizon, just improve this aspect and you’d be unbeatable and un-critisizable(?).
T-mo has the best customer service out there… they are too nice to customers…
Agreed. I’ve been with them since the Voicestream days, called customer service maybe six times over the years and always had the best customer service experience of any company. And this is coming from someone that once had the misfortune of working in customer service. Someone knows how to manage their CSRs really, really well.
T Mo rules when it comes to customer service. been with them for 5 years now because of there excellent service which makes up for the lack of fancy phones, plus they support unlocked phones as best as they can under the table to retain a customer.
Sprint…Sprint…Sprint…SPRINT!
It’s a pity they didn’t include any of the prepaid carriers in the survey. I use prepaid only and it would have been interesting to see how they compare to each other or to the major carriers.
My current favorite prepaid is NET10 and both the times I phoned them I was pleasantly surprised when I was helped quickly and efficiently. But then I have been quite impressed with their pricing as well as their coverage too.
I can tell you why people are so up set with the Alltel and Verizon CS. (I made the unfortunate mistake of signing a contract with Alltel, which makes ma a new Verizon Customer.) I had an issue a few months back when my phone was still new and it was not working properly. To make a very long short, I called Alltel numerous times and never got the same answer from any one of th CS people I spoke with. If I asked to speak with a supervisor, I was put on hold for extemely long periods of time (as punushment). I visited two different stores and got different responses from them as well. None of these people actually knew what the correct answer was. Today I am encountering the same problem with Verizon. I have called four (4!) times about another issue and am left absolutely liuvid because they have me by the balls in a contract, but cannot help me resolve anything – again different answers from each of these clowns as well. The difference is, this time I have names and will be kicking %$* until I get the CS I deserve. Either that or I will send my mother-in-law after them…
Verizon has horrible CS! I was an Alltel customer who got suckered into a new contract with Verizon. They claimed the service would be just the same and at the same price. Then I got my first bill for over $300 instead of $90. Seems they don’t support free texting to “Friends & Family” as Alltel did with “My Circle”. You can get free texting, but for $140! Now they won’t let me out of my contract, even after I have tried to return the phone, rebate and all! I’ve made 4 trips to the store and countless phone calls. On the last call to Verizon CS, a “supervisor” told me they weren’t going to do anything for me, she wouldn’t let me speak to anyone higher and she refused to even give me a name and address to write to. I’ve filed a complaint with BBB and will probably have to go to small claims court to solve this. Stay away from Verizon! I think the service is good, but the CS have no problem lying to you and promising stuff that they then don’t honor. Run fast in the other direction or at least don’t sign a contract with them!