AfterDawn: News

T-Mobile ranks highest in customer support

T-Mobile has retained its top billing for best customer service among cell carriers today, receiving the highest marks possible.

JD Power and Associates gave the 2010 Wireless Customer Care Performance Study award to the carrier, after it received 777 points from the company and five-stars from subscribers.



Close behind was AT&T which got 757 points from the company, but just three-stars from its subscribers.

Verizon and Sprint's scores were not available, but the companies only got three and two stars, respectively.

The points work as follows: If a customer is so loyal he refuses to switch carriers, he will be given 827 points. Someone who is actively thinking of changing carriers or is thinking of doing so, normally gets 602 points.

T-Mobile scored very high in the phone support category.



Written by: Andre Yoskowitz @ 30 Jul 2010 0:16

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• 7 comments

• KillerBug

  "The points work as follows: If a customer is so loyal he refuses to switch carriers, he will be given 827 points. Someone who is actively thinking of changing carriers or is thinking of doing so, normally gets 602 points."
  
  What kind of logic is that? 602 points if it is so bad that someone wants out of their contract? Zero points must mean that the company sent a hitman after you or something.
  
  Oh, and t-mobile kinda cheats on this one, since most of their customers are not under contract, and thus, they leave rather than being forced to stick around and give bad reviews. AT&T also cheats on this one, as they are only on AT&T for the iPhone, and they will not switch providers because no one else has the iPhone.

  30.7.2010 02:40 #1

• pirkster

  Complain all you want about the methodology, but the results reflect how customers really do feel.
  
  I've had them all, and T-Mobile is the best by far. ATT (even with their iMoaners) Verizon are a distant second fiddle, both with decent networks but crippled by not so hot service.
  
  Sprint is a consistent laggard because of their ancient network and poor service.

  30.7.2010 11:15 #2

• ZeusAV

  I used to have AT&T with my iPhone and switched to T-Mobile about a year ago. Big difference in the customer service so I'm not surprised by the outcome of this study.

  31.7.2010 00:49 #3

• sharee100

  I, too, have had AT&T, Sprint, and T-Mobile. Sprint, in my area, has bad tech service and terrible store service; I liked my phone. AT&T was just ok. T-Mobile, who I have now, has GREAT phone tech service once you get to a level 2 or level 3 stateside tech. Store service in my area is good. Phone selection is very restricted. The rates are a little higher than the others and they are a little slow in technology. I stay because of the tech service. I can buy my phones online.

  2.8.2010 12:14 #4

• blueboy09

  Originally posted by sharee100: I, too, have had AT&T, Sprint, and T-Mobile. Sprint, in my area, has bad tech service and terrible store service; I liked my phone. AT&T was just ok. T-Mobile, who I have now, has GREAT phone tech service once you get to a level 2 or level 3 stateside tech. Store service in my area is good. Phone selection is very restricted. The rates are a little higher than the others and they are a little slow in technology. I stay because of the tech service. I can buy my phones online. That's good and all, but even though Verizon is being douchebags (don't like their customer support at all), they have the latest and greatest their is to offer, plus their networks are outstanding as far as coverage. I understand the logic and I'm not arguing at all, but I would need more convincing to switch carriers, especially if their is a limited selection of phones. Just my 2 cents.
  

  Life is about walking on thin ice, if you make too much drama, youll crack under pressure. - BLUEBOY

  2.8.2010 19:19 #5

• pinedari

  you should take a look at some of the people that have probloms with t-mobiles suport team and how they answer your questions about billing giving some people problems and there answers are not what some people want to hear especially if you only have so much money on a month to month basis

  3.8.2010 02:47 #6

• pmshah

  Only reason T-Mobile has not taken the other carriers to the cleaners is because their footprint does not cover the entire continental US. Once they achieve that you will see mass exodus.
  
  Their plans - compared to ALL other carriers are unbelievable. Quite a few people I know are just waiting to get over their current contracts before switching.

  23.8.2010 22:31 #7