AT&T again ranks worst in user satisfaction

AT&T again ranks worst in user satisfaction
Consumer Reports might not be the first place you turn to when looking for a phone recommendation if you’re an Apple aficionado - the publication had the iPhone 4 out of its list of recommended devices because of the antenna-gate scandal for more than a year and a half. Recently, the publication finally stamped the iPhone 4S with approval, though, but while that has changed there are some things that just remain the same. One of them is user satisfaction and carriers where AT&T somehow manages to rank at the bottom every time. And this time is no exception. Consumer Reports surveyed 66,000 people to conclude the following:

“In the newest satisfaction survey of Consumer Reports online subscribers, a provider called Consumer Cellular topped the Ratings-and AT&T found itself at the bottom of the Ratings for the second year in a row.”

The rest of the US big four ranked relatively good:

“Of the four major U.S. national cell-phone standard service providers, Verizon again scored the highest in this year's Ratings, followed closely by Sprint. Survey respondents gave very good scores to Verizon for texting and data service satisfaction, as well for staff knowledge.
T-Mobile was below Verizon and Sprint but continued to rate significantly better than the higher-priced AT&T.”

Are you satisfied of your carrier and what do you think about the others? Let us know in the comments below.



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45 Comments

48. JGuinan007

Posts: 699; Member since: May 19, 2011

All will be forgiven when they release the updated Samsung Galaxy Note or what ever the AT&T code name is.

46. renegade626

Posts: 54; Member since: Dec 12, 2008

I have a feeling ATT Satisfaction is slightly skewed because of the Alltel merger. They converted a good half a million or more, (mostly) rural customers that loved their mom and pop carrier for more than a decade. They were forced to switch and suffer a big change in service because of the CDMA to GSM switch. I wouldnt be surprised if ATT moves up in great leaps over the next couple years because of their new customer service orientation like sprint started a couple years ago. Plus if they can bring the thousands of CS jobs back to the US like they wanted to, that would also help a ton.

44. SweetLou

Posts: 17; Member since: Oct 20, 2011

I have had att since before they became cingular, while cingular, and up to now. Never had a problem with their customer service. I just renewed my contract, and looked at verizon, but decided to keep unlimited data and current plan. Verizon has had better coverage in some areas but not in any I frequent. I however, have much faster 3g hspa+ than verizon evdo, and sprints 3g is pathetic. I looked at tmobile and sprint, but it would be $10 a month cheaper a month for much less coverage, and being throttled (by tmobile), not to mention paying a 4g premium for sprint, even if I wasn't in a 4g area. I don't know why everyone acts like these other companies are amazing, I had nothing but TERRIBLE customer service from every Verizon product I ever owed, from dsl, phone etc to fios. Just my experience.

43. InspectorGadget80 unregistered

I don't know what you guys are complaining bout. I never have any problems with AT&T. I've been with them for 7yrs now. My only problem back then was a choice of phones

47. renegade626

Posts: 54; Member since: Dec 12, 2008

thats funny now ATT has almost too many phones. They come out with the a big time device with the Galaxy S II, and then 1-up themselves like a month later with the skyrocket. and now the LG nitro. Maybe its just the holiday season but it seems like theres a new high-end device coming out every week or two lately

42. Jyakotu

Posts: 868; Member since: Dec 12, 2008

When I had AT&T, I had ZERO problems with them. The customer service was excellent.! Also, I believe that out of all the carriers, AT&T has the BEST, if not one of the best, selection of phones. I miss GSM and having a SIM card, but I'll return to AT&T soon.

41. DonMateo28

Posts: 14; Member since: Oct 20, 2011

People are more willing to complain and paper or an online surveys, then to give a great satisfaction review anyways

38. networkdood

Posts: 6330; Member since: Mar 31, 2010

So, 5k subs were asked about AT&T service? Out of 90million+...very low percentage to base a survey on. Some people will complain because they could not get an early upgrade to get an iphone. You signed a 2 yr contract so wait your turn. Funny how JD POWERS ranked UVERSE #1. How can the wireless be as bad as the UVERSE is as good? Something does not seem right. As long as the carrier you are with works for you, that is all that matters.

34. corporateJP

Posts: 2458; Member since: Nov 28, 2009

No suprise here, it's typical AT&T.

33. DOGIEFRESH

Posts: 316; Member since: Jul 15, 2009

If they sucks that much why people haven't left in mass like many predicted after iphone exclusivity lossed and why keep adding more subs every quarter.....fanboys pls aswer that......forget unltd data, 100 million subs don't have it all....!!!!

18. InspectorGadget80 unregistered

I too like AT&T even though I dislike their lack of 4G LTE network. But still I have good service with them my PHONE never have a drops call.I can use my phone world wide. I don't know why you people on AT&T hates them so much

24. Droid_X_Doug

Posts: 5993; Member since: Dec 22, 2010

Try using your AT&T phone on the S.F. peninsula. Then you will get to experience the joy of dropped calls and no coverage.

36. snowgator

Posts: 3630; Member since: Jan 19, 2011

"hate" is a strong word. If I hated AT&T, I wouldn't have stayed no matter what phones they had. Their coverage is great nationwide (second only to Verizon), their prices are reasonable (don't jump on me- I know T-Mo and Sprint is better. But they are not break the bank expensive), their phone selection is fantastic (decent Androids, good Blackberries, the 3GS, 4, and 4S iPhones, and the best Windows Phones options bar none), and they have a good selection of plans. But about 50% of the time, dealing with a problem is a chore. A headache. A very painful experience. THAT is something to hold against them. They need to improve.

17. IEatApples

Posts: 66; Member since: Jul 06, 2011

I have had AT&T for the last 9 years straight. From my experience their customer service is hit or miss. Most of the time you call you get someone with an attitude from the start of the conversation. Most of the time they will actually argue with you if they dont want to do what you have called for. On the other hand, sometimes you will call and get a really cool rep that will go as far as letting you upgrade after only 7 months in on a contract. It really does vary, and depending on what you need its sometimes better to just keep calling back until you get a rep that seems interested in making you happy. To me this seems to be how most business's operate. my cable company is the same way.

16. Droid_X_Doug

Posts: 5993; Member since: Dec 22, 2010

Customer support costs $. When you are building up a pile of $ to buy one of your competitors, you don't put anymore than the minimum amount of $ into customer support. Imagine what life at AT&T-Mobile would have been like....

15. snowgator

Posts: 3630; Member since: Jan 19, 2011

We stayed at AT&T simply because we wanted our Windows Phones. Price is also a little better than on Verizon, which was my only other choice in my area. But any time I have need of customer service, I just set aside a three hour block of my day. Anything less seems like a pure victory.

40. remixfa

Posts: 14605; Member since: Dec 19, 2008

lololol 2 1/4th hrs!! victory!! woo hoo!! lets order a pizza! :)

14. Android32

Posts: 6; Member since: Dec 06, 2011

I know 2--21/2 yrs ago when I had them, they were horrible! Being that they offer the only high speed for all those iphone users out there, that sux!I figured that they would have improved their network with all the talk of them expanding....

13. Rio1983

Posts: 25; Member since: Dec 03, 2011

Sprint All Day.. I love my network as well as my bill every month and lastly the BEST PHONES HANDS DOWN. MY ROOTED EVO 3D WILL KILL ANY PHONE ON THE MARKET RIGHT NOW. PERIOD.

20. IEatApples

Posts: 66; Member since: Jul 06, 2011

Evo 3d is s**tty, it has an s3 crapdragon man.

45. SweetLou

Posts: 17; Member since: Oct 20, 2011

someones been hitting the pipe

49. Droid_X_Doug

Posts: 5993; Member since: Dec 22, 2010

Or, some fermented cider....

12. Mr.Mr.Upgrade

Posts: 474; Member since: Aug 30, 2011

Taco , man someone needs to jump off a cliff

8. Jay_F

Posts: 236; Member since: Nov 29, 2011

I have AT&T. I agree with the survey results because they absolutely suck with customer support, pricing, and technical knowledge.

7. droiddomination

Posts: 203; Member since: Dec 01, 2011

i love att for the last 10 proud years. i briefly left for verizon and they already wanted to dig in my wallet when i wasn't looking, so i went back to att. also did the same with tmo, they were great but poor phone selection at that time. and also tried sprint, also good service but poor phones, but in charlotte, thier signal sucks it hard..so basically could not rely on them. so back to att. and after all that switching, they graciously took me back each time. i have never looked back since. there is no greener grass for me, and now att has THE BEST PHONES BAR NONE!!! LTE IS HERE NOW ALSO! SO glad i stayed!

26. Fallout09

Posts: 421; Member since: Oct 17, 2011

What are you talking about? I live in Charlotte and have great Sprint coverage.

28. DF334

Posts: 36; Member since: Feb 23, 2009

IDK about the Best Phones Bar none. I think they have gotten better but right now that belongs to T-Mobile and Verizon Bar none. The only thing that they have better than anyone else to me is Windows phones. I can't really say that they have the best Android Phone selection. The Skyrocket is there, but on about 100 people can use that phone and get LTE and of course they will graciously take you back like any other carrier would regardless of how many times youve ported out.

5. ph00ny

Posts: 2086; Member since: May 26, 2011

At&t is supposedly dropping the data connection with those with Note. They're identifying it as a tablet device and informing the users as such

4. arcq12

Posts: 733; Member since: Oct 13, 2011

well we have to admit AT&T has more than 90 million subs.. and yeah, not all of them are having troubles..

3. GALAXY-S

Posts: 701; Member since: Jun 07, 2011

im pretty happy with tmo so far no issues with billing or tech support .. when i request an unlock code they are very prompt on getting it out every time. ( knock on wood)

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