JD Power & Associates names T-Mobile as the most satisfying wireless carrier
0. phoneArena posted on 17 Sep 2009, 20:00
J.D. Power and Associates recently awarded T-Mobile as the most satisfying wireless carrier in the country...
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15. nosense posted on 18 Sep 2009, 11:45 0 0
Thats true, but it always start with the original seller telling them to call customer service with any issues, I had a guy come in today saying that he bought his blackberry from Radio Shack and he could not get on the internet, he went to the store he bought it from and he told him to call customer care, customer care of course with out actually having the phone they cant gaurantee if the customer is doing it correctly, so they will assume after doing troubleshooting with the phone they need to exchange the phone and that frustrates the customer, knowing they have to switch the phone because they think it doesnt work, where if the sale rep knew how to program or reset any settings so the internet would work the customer wouldnt have to be running around from store to store. But I do agree Care Reps also need training but they are improving.
24. dirtjenkins posted on 18 Sep 2009, 20:16 0 0
I concur with your position but I believe it all begins with the original salesperson advising customers to contact customer service for any issues. I assisted a customer today, who had purchased a BlackBerry from RadioShack, that could not access the internet from their device. Originally, he had returned to the location where he purchased the device, and a salesperson advised him to call customer service. However, the customer service representative's troubleshooting was hampered by their inability to physically handle the phone, which led them to believe the device needed to be exchanged. The inconvenience of having to exchange a device, perceived to be defective, frustrated the customer. In the end, if the original salesperson was proficient at handling the device's operating system, then he would have been able to properly activate the internet application, which would have saved the customer from having to visit store after store. In addition, I do agree with your opinion that customer service representatives require further training, however I have noticed some improvement over past experiences.* *translated for my entertainment
27. Vlondril posted on 19 Sep 2009, 16:41 0 0
@nosense....way to go! As a care rep myself I doo want to say that yes, some of us could use more training, however on the same token if you had any idea what the demands are on just one care rep then you would not be so quick to judge. Just to give you an example we are supposed to maintain High numbers in phone stats and keep a high resolve for the cust concern, not to mention be aware of the customers issue as well as empathise with their problem. If we get a customer that is cursing us out on the phone we lose our job by hanging up on them and we are in the BUISNESS of problemsolving (not an easy task when the device is not in front of you) Pesonally I work for ATT but I can tell you this about our COR store agents, they have all the same tools available that we do on our PCs but they...DONT USE THEM *gasp*...instead the reach out to use to fix what they could have done if they did they (a)did their jobs or (b)were trained how to do it. I have informed multiple agents at a COR store of the tools at their disposal and almost all of them didnt even know those options existed.
16. Fanboys Suck posted on 18 Sep 2009, 12:09 0 0
WTF??? Well, good for T-Mobile! I just wouldn't have expected it. They do have a great line up and great plans. Honestly, good job T-Mobile!
21. behold--me posted on 18 Sep 2009, 14:18 0 0
omg. phonearena, u just made a huge mistake posting this article. ur gonna upset all these stupid fanboys around here lol
26. BlackberryUser posted on 18 Sep 2009, 23:44 0 0
I'm glad to see TMobile moving up in the ranks, I could easily see it reach #2 eventually. TMobile has some great new Blackberry Handsets which seem to be doing well in today's market, great pricing plans, and wifi calling (which if any of you have read my previously posts, I wish Verizon offered). I've had Sprint, Verizon and AT&T, all 3 had good and bad points. Verizon - Expensive (I'm still with them due to company discount and coverage) Sprint - I was unhappy all the way around, although I hear the new Palm is nice. AT&T - Great coverage on the East Coast, not as good on the west coast. Good customer service, horrible network where I live.
