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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

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posted on 28 Jul 2011, 20:01 6

1. biophone (Posts: 1956; 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 I wont touch the android phones on verizon anymore because they all seem outdated compared to other providers.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 Honestly, I don't agree with the outdated android phones as I have the Thunderbolt and despite it not being dual core I still think it is the best 4g phone in America but that is largely in part to the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: 3108; 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: 3108; 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: 3108; 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)


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.

posted on 29 Jul 2011, 11:00 1

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

What other national carrier has unlimited data? T-mobile has unlimited but will throttle you therefor it isn't unlimited. I guarantee you I am much more educated when it comes to the wireless industry than you. You call me a sheep because I understand how a business works and don't expect special treatment. You already have 2 unlimited plans, congrats, you're grandfathered in. Don't expect just because you already have 2 unlimited on your account to get special treatment on a third, they tiered the data for a reason. If your daughter is mature enough and responsible enough for a smartphone she should also be mature and responsible enough to monitor her own usage.

posted on 29 Jul 2011, 11:30

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

Also, if your so worried about her data usage why not give her your grandfathered plan. I'm sure you are responsible enough to monitor your usage....maybe?

posted on 29 Jul 2011, 11:43

50. madsadextra (unregistered)

They can switch the plans over? YES! I didn't know that!.....Oh wait no they can't (won't) because I asked that! Why do you think I am upset? I am the only one interested in resolving the issue. I have proposed many things. And I believe I already mentioned this idea in a previous post.

posted on 29 Jul 2011, 22:54

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

You're a whiner that thinks you're owed something and you're not.

posted on 29 Jul 2011, 23:58

77. madsadextra (unregistered)

....and you are a sheep that just takes it day after day! Read on my friend............

posted on 29 Jul 2011, 11:34

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

wait you forgot the best part. Its in sprint's disclosure that if you use what they determine to be "more than a reasonable amount" that they reserve the right to disconnect, suspend, or terminate your service

posted on 29 Jul 2011, 11:50

54. duder (unregistered)

@christhetechguy at you comment about sprints disclosure why are comparing the roaming part of the plan for the data ? the data plans are unlimited for phones period the part you talking about is if someone was to used like 80 percent of their usage month after month in roaming..

posted on 29 Jul 2011, 11:45

51. madsadextra (unregistered)

Unlimited is unlimited. The price won't fluctaute. I am happy that you are so well off in life that you don't care what people charge you or when. Can I do some work for you? I'll let you know how much when I'm done, cool with that?

posted on 29 Jul 2011, 11:33

43. madsadextra (unregistered)

I stand by my comments, no matter how "educated" you are about cell phones, or how business works. Yes I understand business and that I am an acceptable loss to them, they should let me go. If you "really" were educated about business, you should know that you don't want to start pissing off your core customers that got you where you are today, especially in these economic times. Everyone is so shocked when huge corporations fall. Because they are being run by "educated" businessmen like you. By the way you talk you are either an employee of one of the companies, being paid by one of them (for advertising or otherwise) or do reviews for them and don't want to lose your freebies. Or like I said Baaaa baaa baaaa.

posted on 29 Jul 2011, 11:38

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

let me guess, you're the type of person to write your electric company when they raise the rates and say "ive been with you for X amount of years, you raised the amount im paying for the same service, i've been loyal for a long time, so you can give me the same old rate...its ok". cell companies are no different. you're paying for a service that a company provides, things change, you deal with it or find an alternative. companies don't like whiny customers across the board who continuously call in and cost the business money. my feeling is, if you go somewhere else, you'll be the same way with that company

posted on 29 Jul 2011, 11:47

52. madsadextra (unregistered)

Again I guess you REALLY are the kind of guy that pays sticker price! ROFL! Must be rich, cause buddy youre getting screwed wherever you go!

posted on 29 Jul 2011, 11:41 1

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

Or an educated consumer who doesn't expect new rules or policies to be bent specifically for me, unlike yourself. Don't concern yourself with what I do for a living, just know that I'm no sheep and I don't get anything for free. Good day kind sir.

posted on 29 Jul 2011, 11:48

53. madsadextra (unregistered)

Hit too close to home for you did I? Have a "well educated" day :)

posted on 29 Jul 2011, 12:01

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

No you can't possibly offend or belittle me on the internet kind sir. Just wanted to clear things up. I made you look foolish without name calling, by simply providing a better, more thought out argument. You, however, made yourself look more foolish by falsely calling me a sheep.

posted on 29 Jul 2011, 12:22

56. madsadextra (unregistered)

Sheep by any other name...... And no, you have not made me look foolish yet (sorry). You are making yourself look foolish. Again, I hope I am there when you have a problem that Verizon refuses to help you with after buying new equipment and being locked in with thm for two years. FYI: I have remained completely calm in my conversations with them. You catch more flies with honey, but there is a point where you must stand your ground and say enough is enough. You must stand for giving all your money away and expecting to be treated as an unvalued customer. I, kind sir, do not.

posted on 29 Jul 2011, 12:55

58. madsadextra (unregistered)

By the way, since you think I was the first to name call and belittle; allow me to point out your DUH, high horse, and special favors comments, with out truly knowing my situation. BTW beatlesfan have you read Judith Kristen's new book A Date With a Beatle? :)

posted on 29 Jul 2011, 13:13

59. madsadextra (unregistered)

Oh! And comaparing your education level in wireless technology and business wasn't meant to be belittling? Do you know my background?

posted on 29 Jul 2011, 13:27

60. madsadextra (unregistered)

Pop quiz everyone! It involve wireless AND business education:

T or F

The wireless companies truly subsidize the phones and do not pad their plans to cover the costs (which in turn would make everyone, even those whose two year contract is over, pay full price+ for their phones).

posted on 29 Jul 2011, 19:47

67. entertained (unregistered)

Of course they buy down the price upfront and then recoop costs over the course of the contract. That's why the contract exists in the first place. Same with almost any other system that uses an upfront cost and then reoccuring costs after that. I've enjoyed reading your flame. I work for a call center that has VZW as a contract, and while I understand your frustration, the other people posting are correct. Sometimes policies are policies regardless of how much it sucks. Truth is, the computer system that controls the accounts doesn't even allow the option of adding unlimited data anymore. If you were willing to give your phone number to your daughter, then by all means she can have your unlimited data. Its a limitation of the code in the program and unfortunally I don't see VZW reprogramming their system for one customer, regardless of how loyal you have been.

posted on 29 Jul 2011, 22:56

73. madsadextra (unregistered)

entertained - Please see my post later in this thread. After having been called by an actual manager and the situation explained better to me, you are correct in what you are saying. But sometimes, if you go high enough, the changes that are said to be impossible are indeed possible. Most people just give up too soon. However there is no reason to treat a customer as if they don't matter. A little understanding and respect goes a long way. After dealing with non-customer service all week, I got quite upset. The nice manager that actually called me back today calmed me down somewhat, but I am still pursuing those that refused to call me back. Customer relations should be trying to build relationships with customers not wreck them. Maybe a simple apology and a little @$$ kissing will be enough to make me stay, because they do have a great network and well trained in-field technicians. After hearing from them I will make my decision. Anyone that never takes a stance for what they believe to be right deserves whatever they get.

posted on 30 Jul 2011, 18:29

85. vzthug (unregistered)

For the record if you were smart at all you would buy her an android. So she can keep track of data usage herself. Also if you really want her on unlimited change ur freaking number and hers then swap phones so she has ur new number with unlimited and u have hers which isn't unlimited. Quit complaining!!!!!!!!

posted on 28 Jul 2011, 21:18 1

8. doubleD (Posts: 78; Member since: 13 Dec 2010)

Verizon customer service over the phone in my experience has always had knowledgeable, helpful, friendly staff. Solved all my problems and answered all my questions the first time.

Customer service in stores, especially indirect stores, varies greatly by location. Makes you wonder if commission pay plans are the root of poor customer service.

posted on 29 Jul 2011, 07:22

25. ibap (Posts: 758; Member since: 09 Sep 2009)

I agree that Verizon service various hugely by location, and I'm talking company stores. When I was with them (left over a coverage issue) I found that the store near my workplace (major metro area) was far less knowledgeable than the one near where I lived, which was in a semi-rural area. However, that store had a very high volume and some of the best staff I've ever seen from a cell company.

posted on 28 Jul 2011, 21:28 1

9. The_Miz (Posts: 1496; Member since: 06 Apr 2011)

Muahahah!!!! Verizon best CS?!?!? Wait, April Fool's Day has passed. Surely this is a mistake.

posted on 28 Jul 2011, 21:45

14. Whateverman (Posts: 3262; Member since: 17 May 2009)

Miz. Are you avoiding my questions? Seems as though you're not interested in putting all the negativity to a close. Am I wrong about that or what?

posted on 28 Jul 2011, 23:29 1

18. Meesa (unregistered)


posted on 29 Jul 2011, 00:37

21. snowgator (Posts: 3583; Member since: 19 Jan 2011)

Come on Miz, I expect a better from you. Nowhere near your best line.

posted on 28 Jul 2011, 21:29

10. Douggie5 (unregistered)

Where is U.S. Cellular on this list? Hands down the best customer service I have ever dealt with.

posted on 31 Jul 2011, 18:00

90. cell_chick (unregistered)

Us cellular is not a national carrier....I repeat not national. Regional carriers are not graded by JDP.

posted on 28 Jul 2011, 21:30

11. sprintsukhard (unregistered)

OHHH what about all that Sprint hype? where are all those sprint fanboys now?

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