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  • And the award for J.D. Power customer care goes to... Verizon Wireless

And the award for J.D. Power customer care goes to... Verizon Wireless

Posted: , by Ian M.

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And the award for J.D. Power customer care goes to... Verizon Wireless
J.D. Power and Associates just handed out the award for best customer care on Thursday and the winner just happens to be the largest and perhaps the most reliable mobile carrier in the nation; Verizon Wireless.

Companies were graded on a scale up to 1000. Verizon Wireless finished with the highest tally, scoring a 770 in overall performance. T-Mobile, who seemingly used to own this award year after year, finished second with a total score of 766.

Behind Verizon and T-Mobile came Sprint and AT&T with scores of 752 and 751, respectively. J.D. Power and Associates also did a little study regarding customer wait time when they call in the any customer service.

They compared the wait time of post-paid and no-contract subscribers. Post-paid customers had an average wait time of 5.5 minutes while no-contract customers were served faster with an average wait time of 4.4 minutes. Boost Mobile was ranked as the best in customer care by a no-contract brand, earning a score of 763. However, overall satisfaction with no-contract customer care is less than stellar when compared to post-paid companies.

Any Verizon Wireless customers out there that is less than thrilled with their customer care performance or do you think J.D. Power and Associates got it right? Tell us what you think in the comments below.

source: BGR

98 Comments
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posted on 28 Jul 2011, 20:01 6

1. biophone (Posts: 1985; Member since: 15 Jun 2011)


Verizon is always the best service and customer care wise. They just suck when it comes to the latest phones. Its great they have the iphone now i love it. I wont touch the android phones on verizon anymore because they all seem outdated compared to other providers. I do love the iphone though and am not disapionted in the least

posted on 29 Jul 2011, 09:45

32. beatlesfan (Posts: 150; Member since: 03 Mar 2011)


It's good that your happy with the iPhone, and I don't know why you're being thumbed down. Honestly, I don't agree with the outdated android phones as I have the Thunderbolt and despite it not being dual core I still think it is the best 4g phone in America but that is largely in part to the LTE connectivity. If the Sensation, or even the EVO 3D (which I think the 3D part is pointless) were on Verizon's LTE, those would be better than the tbolt, but WiMax and HSPA+ just don't cut it for me. I now sound like a HTC fanboy, which I am not, I just think the flagship HTC phones on their respective carriers are the best out right now.

posted on 28 Jul 2011, 20:03 1

2. RORYREVOLUTION (Posts: 3109; Member since: 12 Jan 2010)


AT&T Customer Service and T-Mobile are the worst. AT&T customer service will just hang up on you if you call or transfer you to your local AT&T store and call them "tech support".

T-Mobile, what a joke, you can't even get a hold of their customer service. Every time I called them trying to get my freaking tracking number on the phone they were sending me. I would get an automated message saying "we are sorry, we cant get to the phone right now, please try your call again later".

Verizon has excellent customer service.

posted on 28 Jul 2011, 20:06 1

3. John (unregistered)


THe verizon people in the store closest to me are complete morons. First, they recently hired a couple bimbos who had absoluteley no clude what they were doing. Secondly, they were complaining at me because i wanted to change the name on my account, they claimed it was doable but hard for them.

posted on 28 Jul 2011, 20:08 7

4. RORYREVOLUTION (Posts: 3109; Member since: 12 Jan 2010)


Your english is doable but hard for me to read.

posted on 29 Jul 2011, 11:21

37. ChrisTheTechGuy (Posts: 85; Member since: 04 Nov 2010)


this study was done on customer call when you call in to customer care...not in store. in store associates are sales reps, nothing more

posted on 29 Jul 2011, 14:29

61. Paden (Posts: 262; Member since: 07 Jul 2011)


Changing the name on an account is somewhat of a process considering credit checks, identity theft protocol, legal and liability protocol as well. You can't just go into a store and say, "Hey, let's change the account holders name to...."

posted on 28 Jul 2011, 20:12 3

5. yuo (unregistered)


You really need to find a nice indirect location (not corporate) as the salesmen are less driven by commission and more driven by customer satisfaction.

posted on 29 Jul 2011, 09:09 2

30. beatlesfan (Posts: 150; Member since: 03 Mar 2011)


It's not even that the salesmen are necessarily less driven by commission, honestly, but I agree with you. Salesmen in indirect locations work harder than corporate Verizon employees because they have to earn every amount of business they get. They are almost always more willing to resolve any problems or issues a customer might have because they want to earn the business of the customer. At corporate stores, they can simply rely on foot traffic and not have to worry about going above and beyond. If they sell you a phone, a few accessories, and set up your email and send a test email they have 'done they're job' and the buck stops there for them.

posted on 29 Jul 2011, 11:22

38. ChrisTheTechGuy (Posts: 85; Member since: 04 Nov 2010)


They also cause a lot more issues when it comes to messed up billing than direct vzw reps, and create a lot more false churn.

posted on 29 Jul 2011, 12:23

57. narley (Posts: 357; Member since: 14 May 2009)


ummmm.... how terribly wrong this statement is....

So your understanding is a company that isnt even owned by VZW cares more about VZW customer service than sales?

posted on 31 Jul 2011, 15:05

88. iHateCrapple (Posts: 734; Member since: 12 Feb 2010)


Reps at corporate stores will see more customers regardless if their d*ckheads or not. An indirect retail wants to leave an impression so you remember them and go back to them.
But not all retailers are created equal...this is very important.

posted on 28 Jul 2011, 20:31 4

6. madsadextra (unregistered)


Who did they interview Verizon Wireless employees? Best network, yes; best customer service; oh heck no! Actually have been dealing with them all week and I can't even get ANYBODY to call me back. I was told my $200+ per month didn't make me a valuable enough customer (literally). No unlimted, just talk 700 minutes. unlimited family text and 4 phones on the account. Tried to add my daughter to the smartphone plan my wife and I have (unlimited $30), but poof that plan doesn't exist anymore. They would rather I monitor my daughter daily to ensure I don't get overcharges. Managers WILL NOT call you back, and heaven forbid you ask to speak to an executive. They are like Gods you must pray to! Actually you have to write a snail mail letter, wait to receive a case number, then EVENTUALLY (maybe) someone will call you sometime (if they feel like it). Too much to rant about! BAH! I'm sick of it! I'm returning our brand new phones tomorrow, going to check out what the (I am sure) outrageous early termination fee for the one line that will be stuck until 2013 (they won't just let you go).

posted on 28 Jul 2011, 20:39 1

7. RORYREVOLUTION (Posts: 3109; Member since: 12 Jan 2010)


I don't know what bad luck you are having but geez. I had to call Verizon earlier today because my phone has had issues making and receiving calls. They transfered me directly to tech support, gave me a case number and then 4 hours later I got a call back about it asking me to perform phone call tests. If they can't resolve the issue they are going to let me off my contract with no fees.

posted on 29 Jul 2011, 00:52

22. hottstndaciti (unregistered)


if u would of payed attention u would of known dat their ulmtd data plan got grandfathered on july 7th so if u were smart u would of added another smartphone to your accnt before then...n verizon has the best cust serv ive been wit them since 06 n never had a single problem n dey fix any problems wit phones or anythin i need your tirppen

posted on 29 Jul 2011, 02:06 3

24. drodriguezsd (Posts: 35; Member since: 10 Jun 2010)


dam u really trip pen cuz dey fix anyting. - LEARN HOW TO SPELL CORRECTLY YOU MORON. OR AT LEAST USE AUTO CORRECT FROM YOUR CELL PHONE. THANKS.

posted on 29 Jul 2011, 08:17

27. madsadextra (unregistered)


By your post you are obviously not very intelligent. In response to your post: I had to wait until I had a new evry two deal. Describe the issues you have had? Were they actually problems, or common every day "Me fone Brok, pleez fix. Me pay insurance, or me pay to have fixed."

posted on 29 Jul 2011, 11:28

40. ChrisTheTechGuy (Posts: 85; Member since: 04 Nov 2010)


coming from the customer care background, and knowing whats up, if you asked to take advantage of it (ne2) before the unlim data went away, they probably would have done it for you. but im sure you threw in some other crazy request in there with it as well. as far as call backs goes, you have a rep on the line with you then and there, don't take a call back make sure it gets taken care of. you have to realize you're calling an inbound call center, if they're slammed with calls they aren't able to call out unless theres at least a bit of time between calls, which is rare

posted on 29 Jul 2011, 11:37

46. madsadextra (unregistered)


My request was as stated: My daughter on unlimited to avoid possible fluctauting bills, or give ME the 2GB plan and give her the unlimited. Completely unreasonable for a loyal customer for years! They don't even show the respect of a call back when they say they will. I would LOVE to be there when they stop playing nice for you and you are looking for help.

posted on 29 Jul 2011, 22:51 1

71. taco50 (banned) (Posts: 5506; Member since: 08 Oct 2009)


You're request is not reasonable because you want them to give you something that doesn't exist. If you weren't demanding stuff they can't do you'd already be taken care of.

posted on 29 Jul 2011, 23:56

76. madsadextra (unregistered)


You don't know until you try. There are different information systems for different levels of a company. You have to reach at least the management, if not executive level before you find out what REALLY exists.

posted on 29 Jul 2011, 09:01 4

29. beatlesfan (Posts: 150; Member since: 03 Mar 2011)


So you mean to tell me you are furious with Verizon because you didn't have an upgrade available before the July 7th cut-off for Unlimited data, didn't put a smartphone on that line before then, and now they won't cater to you and give you the unlimite data? Well DUH of course you're not going to get the unlimited data. You are seriously going to pay ETFs and everything to get rid of your service, so what you can go with Sprint? The only network with unlimited data? Get off your high horse, buddy, Verizon doesn't owe you any special favors.

posted on 29 Jul 2011, 09:30 1

31. redleg6 (Posts: 25; Member since: 14 May 2011)


That's my take on it beatlesfan. A customer who wants Verizon to break their rules for him. And when they don't, he gets mad and switches carriers. Funny stuff :-)

posted on 29 Jul 2011, 10:41

33. madsadextra (unregistered)


You people are sheep. I would think that after years of dedication and helping to switch people to their service, dealing with their (non)customer service and billing, etc etc. Yeah they do owe me something. So the Iphone and 4G is on Verizon now, so I have to suffer? Please. Enjoy your outrageous bills without a single thing you can do about because you flame people that actually try to hold them accountable! Baaaa baaaa baaaa

posted on 29 Jul 2011, 10:46

34. madsadextra (unregistered)


Oh and I already HAD two on the data plan. Not looking for anything outrgeous just the same plan for my daughter or to switch one of our unlimited plans to her so I don't have to guess month to month or constantly monitor her data usage. I guess you enjoy those sorts of things, huh?

posted on 29 Jul 2011, 11:26 1

39. kellybl131 (Posts: 42; Member since: 19 Jan 2009)


Here's a thought, you should have just put an old smartphone on the line to lock in the unlimited data in and then when your upgrade became available used that. You could buy an old Ally or something on craigslist or eBay for around $50. Instead, you blame Verizon for not locking in the unlimited plan..."I pay a huge bill every month"...big deal. You use your phones every month to place calls and get on the internet don't you? I'm tired of people feeling like companies owe them something if it's outside their policies. You had warning, you knew it was coming, you can only blame yourself.

posted on 29 Jul 2011, 11:34

44. madsadextra (unregistered)


You keep up with the policy changes. I REALLY hope you have a 4G phone on Verizon.

posted on 29 Jul 2011, 11:31 1

42. ChrisTheTechGuy (Posts: 85; Member since: 04 Nov 2010)


so lets say your 2008 vehicle had an AUX input and a USB charger, and you go to get your child the same car as a graduation present but its a 2011, all of the sudden thats not standard anymore, do you complain until they rip the stereo unit out of a 2008 or just deal with it?

posted on 29 Jul 2011, 11:39

48. madsadextra (unregistered)


You're the kind of guy that pays sticker price....enough said.

posted on 29 Jul 2011, 10:48

35. madsadextra (unregistered)


Furthermore, Sprint is NOT the only carrier with unlimited data. Do a little research.

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