Verizon tops T-Mobile in J.D. Power customer care survey, again
By Donald Melanson 
posted Aug 14th 2008 4:44PM
posted Aug 14th 2008 4:44PM
T-Mobile may have once been able to bank on J.D. Power's customer care survey to bolster its bag of bragging rights, but it looks like that's no longer the case, as Verizon has now finally edged it out, following a similar shift in J.D. Power's retail sales satisfaction survey last year. Not only that, T-Mobile actually fell to third place, behind Verizon's merger-mate Alltel. There isn't much of a spread between the top-ranked companies, however, with Verizon snagging a score of 103, Alltel scoring 102, and T-Mobile garnering a respectable 100. Only Sprint Nextel, which got a lowly 79, scored below the industry average. Among the other tidbits to be found in the survey, which included more than 11,000 respondents, is the fact that customers spent an average of 4.4 minutes on hold with customer service, a jump of 34% from the previous survey, while 49% of all wireless customers said they called in for help at least once, a minor uptick from the 47% reported last time around. That, J.D. Power says, is at least partly due to the "increasingly complex" wireless phones and services available nowadays.
I'd like to know who votes in this thing, how it's determined. I've had Verizon, TMO and ATT. Based solely on customer service ATT wins hands down. TMO reps are rude unhelpful and not knowledgable. And I'm being nice.
notice how they don't say anything about how bad at&t did
So a 97 is bad?
Exactly the reason I left Sprint and went with Verizon over 4 years ago. Their customer service is unbeatable.
The customer service doesn't have 3G, so they all suck
Since when does Verizon not have 3g? Or are you making a lame iPhone comment...
He's referring to T-Mobile.
Man, I work for Tmobile and am ashamed by the slime that comes through the door, and even more amazed by the screw ups that upset customers. I had one customer with a phone that's crashing or freezing, and the rep actually noted, Advised to pwrcycle a few times...
Apparently, there's no training anymore.
i have Verizon, and i can tell you what, the last couple times i've had problems with my phone, the customer service was top notch.
for example, just recently, my Moto Q9m was freezing up and acting ridiculously sluggish if at all. so i finally took it in to see what they could do. the guy looked at it (and of course now it was working fine lol) but he still believed me and set me up for replacement. he then realized they didnt that same phone in stock anymore, so he upgraded me to the more business aimed Moto Q9c at no extra charge. plus i was in and out in about 20 minutes with a new phone.
this phone is messing up pretty bad too though (ive had to master reset it about 5 times in the 1 month ive had it cause it locks up), but im not really worried about it cause im confident that they will take care of me. im really just waiting til the Treo 800w releases and ill just pick that up (as long as Verizon doesnt decide to remove the WiFi and GPS from it).