JD Power & Associates names T-Mobile as the most satisfying wireless carrier

JD Power & Associates names T-Mobile as the most satisfying wireless carrier
Maybe being the fourth biggest domestic wireless carrier might not be such a bad thing? Sheer total numbers really don't reflect the overall satisfaction a specific provider really radiates. Fortunately for T-Mobile, J.D. Power and Associates recently released the second volume of their 2009 Wireless Retail Sales Satisfaction Study – awarding them the most satisfying wireless carrier. Now the survey was carried out by 8,637 wireless subscribers and conducted between January 2009 and June 2009. Apparently T-Mobile had some high scores from voters when it came to friendly and knowledgeable staff. Not only did they place highest in that category, but they ranked also highest in the category of price & promotions and best retail displays out of all the wireless carriers. It's no surprise that they definitely have one of the best competitive plans to offer to a variety of consumers. It seems like T-Mobile has been on this trend for winning plenty of J.D. Power & Associates awards - maybe they'll repeat again next year?

via IntoMobile

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27 Comments

1. awesomeanthony

Posts: 51; Member since: Dec 24, 2008

Who cares. I mean its T-Mobile

3. mistapersia

Posts: 19; Member since: Jan 29, 2009

Yea and if it were Verizon you'd be boasting about it? Get a life Tmobile is making a comeback.

10. volvo

Posts: 38; Member since: May 26, 2009

omg i totally agree with u mistapersia

17. vzw fanman

Posts: 1977; Member since: Dec 11, 2008

omg i totally agree with anthony.

18. Quemical

Posts: 162; Member since: Jul 14, 2009

omg i totally agree with anthony.

19. Mayday3420

Posts: 61; Member since: Dec 11, 2008

omg what's the bfd

23. The Doc

Posts: 122; Member since: Dec 11, 2008

Congratulations T-Mobile

2. Arielnyc2006 unregistered

Tmobile does have offerings that nobody else offers in the US, for example Blackberry service on a prepaid basis, Tmobile is a pretty cool company.

20. behold--me

Posts: 679; Member since: Jun 22, 2009

uh where the hell have you been living for the last 3 years??? they have the G1, mytouch 3G, behold (very sucessfull) and a shitload others on exclusivity

25. gba2000

Posts: 49; Member since: Dec 28, 2008

the tmobile behole is the same as att eternity(minus the better camera).

4. macron2000

Posts: 81; Member since: Sep 07, 2009

Hmmm. Tmobile=Fantastic customer service and knowledgeable sales consultants but ify at best network and 3g coverage. Sprint=lously customer service but growing 3g and now 4g networks. Put the two together as reports were suggesting this week and you have the making on an interesting joint venture (despite the network differences which could be solved if the latter opts for LTE instead of WiMax). That would make Tmobile the the number 3 carrier behind VZW and ATT, but man what an impressive line up of phones and calling plans. Interesting.

6. Kiltlifter

Posts: 742; Member since: Dec 11, 2008

except sprint has probably invested a few billion into WiMax since they commited... too late to backpedal now. They would just have to abandon WiMax and start fresh with LTE. But who knows... I doubt the FCC would allow Doutche (SP) Telcom to purchase Sprint anyways, becuase it would violate US Regulations as they are not a US firm.

8. macron2000

Posts: 81; Member since: Sep 07, 2009

Sprint is committed indeed, in certain markets. Just looking at what they did in the last auctions, along with DT/Tmobile, they seem to be aligning. One thing's for certain, both companies seem to have major struggles ahead of them to stay afloat, so some sort of move here in the near future for either of them would make sense. Since DT took on O2 in Europe, it looks like they have split off the TMO USA as a seperate entity, making it quite possible for them to now strike a deal with another US firm (Similar to what Vadafone did with VZW so that the Alltel deal could get done). Just looking at calling plans, and handsets, the two seem to be headed down a similar path. And, with manufacturers willing to produce dual mode/band phones, (Tour, TP2) that could be a short term solution to network compatibility. Things should get interesting over the next few months, especially heading into the holidays.

13. stuntz

Posts: 178; Member since: Dec 19, 2008

actually WiMax and LTE have very similar properties, and as clearwire has stated earlier this month, it would be very easy process to go from WiMax to LTE.

5. macron2000

Posts: 81; Member since: Sep 07, 2009

Hmmm. Tmobile=Fantastic customer service and knowledgeable sales consultants but ify at best network and 3g coverage. Sprint=lously customer service but growing 3g and now 4g networks. Put the two together as reports were suggesting this week and you have the making on an interesting joint venture (despite the network differences which could be solved if the latter opts for LTE instead of WiMax). That would make Tmobile the the number 3 carrier behind VZW and ATT, but man what an impressive line up of phones and calling plans. Interesting.

7. macron2000

Posts: 81; Member since: Sep 07, 2009

Hmmm. Tmobile=Fantastic customer service and knowledgeable sales consultants but ify at best network and 3g coverage. Sprint=lously customer service but growing 3g and now 4g networks. Put the two together as reports were suggesting this week and you have the making on an interesting joint venture (despite the network differences which could be solved if the latter opts for LTE instead of WiMax). That would make Tmobile the the number 3 carrier behind VZW and ATT, but man what an impressive line up of phones and calling plans. Interesting.

9. macron2000

Posts: 81; Member since: Sep 07, 2009

Ooops, looks like I hit enter two too many times.

11. knuckleballer34

Posts: 119; Member since: Jul 27, 2009

I've had experience with the four major wireless carriers, and T-Mobile was my personal favorite. They have great customer service, and aren't as sneaky as some of the other carriers. With that being said, it's hard to deny the fact that they have some coverage holes, and a virtually non-existant 3G network. I think a combined company would pay big dividends for both T-Mobile and Sprint, as well as consumers. The new company could really expand their coverage with the combined spectrum space, which would hopefully mean an upgrade to LTE and a dumping off of WiMax. Even if T-Mobile remains a seperate carrier, they are wasting their time building out a 3G network when the other carriers are developing 4G. Just halt 3G expansion altogether and start with 4G. And quit making little Samsung phones with crappy reception too!

12. nosense

Posts: 53; Member since: Jul 19, 2009

The reason why other Carriers besides Tmobile are getting so much Bad Reputation because of customer Service is because of retailer such RadioShack and Bestbuy, especially sprint since they have been with them the longest. They are only concerned about pushing handsets and selling the highest rate plan possible so they can get paid and then switch to whatever the customer really wants so the customer is left with high proration charges because of bad Salesmen. These people are not properly trained and send people directly to a sprint store when the customer has an issue when it is within the 30 days when they are required to fix or exchange the phone when there is an issue, issues that could have been dealt with from the beginning if it were addressed or fixed with from the beginning from knowledgable sales people. I have sold every carrier, I have heard every complaint possible most of the time it is simple things but can seem complicated and easy to fix, and when I asked where they purchased the phone its either bestbuy or radioshack. This is the mainly with sprint since they have been with radioshack the longest but goes for every company. Now that Tmobile is being sold at RadioShack I gaurantee they will no longer be Ranked the highest with customer service.

14. phoneguy

Posts: 213; Member since: Jan 08, 2009

Hey dude I could almost agree with that, however they base customer service rankings on inbound calls to customer care. Not where the phone is purchased. I have worked for Sprint and Verizon in corporate stores. Its the care reps that are untrained.

15. nosense

Posts: 53; Member since: Jul 19, 2009

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

Posts: 12; Member since: Jun 17, 2009

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

Posts: 91; Member since: Aug 22, 2009

@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

Posts: 609; Member since: Dec 12, 2008

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

Posts: 679; Member since: Jun 22, 2009

omg. phonearena, u just made a huge mistake posting this article. ur gonna upset all these stupid fanboys around here lol

22. Fanboys Suck

Posts: 609; Member since: Dec 12, 2008

LMAO!!! Sad, but true.

26. BlackberryUser

Posts: 609; Member since: Jun 26, 2009

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.

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