J.D. Powers drops T-Mobile to fourth place for Customer Service

J.D. Powers drops T-Mobile to fourth place for Customer Service
In the latest J.D. Powers Wireless Customer Care report, T-Mobile, once among the perennial leaders in customer service, dropped to fourth place in the survey covering July-December 2011. Considering that T-Mobile has finished first in the Customer Care survey 11 out of 16 times, blame could be put on the drop in morale that accompanied the long wait for the closing of the AT&T/T-Mobile deal, a closing that never happened. In the previous survey from July 2011, T-Mobile had finished second. Now, the nation's fourth largest carrier finished fourth in customer service after dropping 27 points to trail third place AT&T by 4 points. Verizon Wireless topped the customer service survey in the latest report as well as winning the prior survey, announced last July.

While AT&T did not decide to pull out of its agreement to buy T-Mobile until late December, by then the carrier had started to improve its customer service according to the survey. After a poor showing in October, T-Mobile made some improvements and added 65 points to its score in December, a month that saw the carrier finish second in customer service. While it was not enough to get T-Mobile out of fourth place for the entire period of the survey, the carrier did make some new changes to its customer plans, policies and procedures. The goal is to improve the performance of T-Mobile's front-line employees, the ones that deal with the public every day. T-Mobile is trying to get customer's problems solved during the first call.

Besides getting rated on how the carrier handles phone calls, a big part of the survey, 27%, is based on customer's response to the way they are treated when walking in to a T-Mobile store. The latest survey shows that the mobile operator lost some points for not being as prompt in serving walk-ins, and for not offering a timely solution to customer problems. The complete results of J.D. Powers' Wireless Retail Sales Satisfaction Study will be released on February 18th. In the meantime, T-Mobile sent out an email to its employees, asking them to start "Winning Back Our Customer’s Trust One Call at a Time!"

source: TmoNews


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16 Comments

1. bigdawg23

Posts: 467; Member since: May 25, 2011

I had nothing but issues with poor customer service with T-Mobile. Every person experiences something difference. I personally also had even worse experiences with VZW.

2. idaman12000

Posts: 39; Member since: May 03, 2011

Never had issues with VZW unlike others that have

3. bluechrism

Posts: 99; Member since: Sep 09, 2011

I have had a good experince with T-mobile almost every time. The worst experince I had included a T-Mobile rep suggesting i get an iphone. They were very helpful recently when we renewed our contract and were fantastic when I did have a billing issue for the first bill after the change. Now have great service and a fantastic price for a plan we are very happy with.

4. GALAXY-S

Posts: 701; Member since: Jun 07, 2011

ive had good experiences with tmobile customer care everytime i speak to them.. ONly thing i really dont like is that they sound like robots and a pretty much going... NEXT...

5. JeffdaBeat unregistered

Whoa! I'm shocked. I'm not so worried about everyone individual experiences with T-Mobile, but to see them drop from one of the best to the worst is just kind of shocking. That was the one thing they had going for them was customer service. I really hope T-Mobile can bounce back...

6. wgaurav

Posts: 22; Member since: Dec 17, 2010

TMobile has worst customer service will never go back to them ...... worst billing mistakes and they dont accept considering it as their policy.....they dont care about their customers...no dobut they have lost so many....And will suggest everyone with tmobile keep checking you bills....

7. lubba

Posts: 1313; Member since: Jan 17, 2011

If they can't make money, well gotta do it in some fashion.

8. lubba

Posts: 1313; Member since: Jan 17, 2011

Customer service I'm sure is not limited to phone calls. It probably includes products and services.

9. snowgator

Posts: 3621; Member since: Jan 19, 2011

I am not buying to much of this. T-Mo did not just up and forget to take care of their customers. I fully expect to see them bounce back to the top next year. A little stability for them would be great. The only question: How do they go ahead without ownership that believes in them? This is a good, inexpensive company with decent device selection and a great nationwide footprint. How do they not have the full support of their parent company?

11. thephoneguy92

Posts: 191; Member since: Dec 29, 2011

I wouldn't necessarily call it a great nationwide footprint. It's decent on the east coast, but the further west you go, the more precarious it becomes. I do hope to see them pick it up though, I support them.

12. snowgator

Posts: 3621; Member since: Jan 19, 2011

Point taken. It certainly isn't a true nationwide network. In some cities, it doesn't even cover the whole metro area. Poor choice of words.

15. Whateverman

Posts: 3295; Member since: May 17, 2009

Very good question gator. My wife works for a company that does customer service for T-Mobile and I can honestly say the morale in that place was gone. The news of the AT&T buyout left many reps feeling as though their jobs were being forcefully wanked from under their feet during the worst recession they've ever seen. They felt abandoned. There wasn't even a company meeting about the purchase, most of them were told by the customers they were helping. So I'm sure actual AT&T reps must have felt the same way.

10. Sprintfan

Posts: 68; Member since: Nov 18, 2011

Proud of Sprint!!! We are getting closer to Verizon!!

13. Lboogey6

Posts: 281; Member since: Jan 31, 2012

I agree every carrier had its moments the hardest thing is seeing Tmo fall behind att who had been rated worst a couple years in a row and I want to apologize but most of the Billing issues or horrible customer experiences was something you didn't understand I see it every day and when you left they wetter #1 or 2 so for being so bad they ere doing something right.

14. Exile_One

Posts: 24; Member since: Jan 06, 2012

been with tmo since the first sidkick, never had any problems. Now they may be some circumstances where I walked in a tmo store and the customer service was lacking... but that gives me not reason to judge an entire company because a couple of young people who choose excerise poor judgement. I was actually going to switch to AT&T to get the galaxy note, then I thought about how money I saved using tmo...why try to fix something that aint broken. My only problem with tmo is, they suck when it comes to getting high end phones...they are always behind.

16. ECPirate37

Posts: 345; Member since: Jul 14, 2011

I am a Sprint Customer, my gf is on Verizon, and until 2 years ago I had at&t. Sprint has been AWESOME customer service for me. At&t was HORRIBLE, and from my dealings with Verizon they are great as well. I can not speak for t-mo employees, but I did work at a company that got bought out and we all thought we were losing our jobs and morale went down and our customer service dropped off as well. What's the point of doing your job if someone is going to fire you in a few months anyways. Now that the merger is dead, I would expect them to get better again. But what do I know.

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