Verizon, T-Mobile ranked leaders in customer care by J.D. Power and Associates

Verizon, T-Mobile ranked leaders in customer care by J.D. Power and Associates
J.D. Power and Associates has completed its Customer Care Performance Study, Volume 2, for the wireless industry. The study covers the first half of 2009 and ended with a three-way tie at the top. T-Mobile, Verizon and Verizon-acquired Alltel  were the three names in first place after the completion of the study. Jack Plating, executive vice president and COO of  Verizon Wireless, said that the carrier has always been recognized as a leader in customer care, and acquiring Alltel brings together two leaders in serving subscribers which enables the carrier to make the customer experience even better. T-Mobile's senior vice president of customer service, John Birrer, said that T-Mobile was excited about being one of the industry's top customer service providers for the 9th time. He went on to add that his company is committed to helping subscribers to the network get the full potential from T-Mobile's phones, network, plans and services.

Although the total scoring of the study resulted in the three way tie, T-Mobile ranked first for calls that started with voice-prompted assistance which ended up transferred to a live employee. The carrier also scored above others by having the lowest hold times and by having staff with sufficient information to help solve the customer's problem.

The Customer Care Performance Study is based on more than 12,000 responses from cellular phone account holders who contacted customer service at the stores, on the phone or online. The study ran for 12 months and the results are reported twice a year.

source: Verizon Wireless, T-Mobile



1. volvo

Posts: 38; Member since: May 26, 2009

damn thats so awesome that t-mobile was at the top! :) if only they had the great signal and coverage that verizon had, i wouldn't be switching. =/

2. cooter1979

Posts: 34; Member since: Apr 28, 2009

I'm not to sure about these results. Have you ever told a Verizon agent that you were going to cancel? Try it sometime. I've been a Vz customer for over 5 years and about a month ago I got my bill. After having an average of 230.00 a month for 2 phones I decided enough was enough. So I called in and complained hoping to get some kind of "1 time only" loyalty credit. Not a chance. I told them I going to cancel. In not such short words she pretty much told me "Ok, see ya then". They have way to many customers now to really care. I worked for MCI a while back as a "priority customer service agent" and we were always told to do what ever it takes to keep a cust. from switching or canceling. Because it cost more to get a new cust. then it does to keep an old one. That my two cents...

3. Phullofphil

Posts: 1761; Member since: Feb 10, 2009

First thing is i have Verizon. They have the best as i can tell. Your problem is that each time you call you get a different person with a different attitude. For the most part i have had great success with customer service. You have to have a good reason to get credit back, you cant just say i pay my bill every month give me a break.. If you don't like paying that much you can cancel some services like internet. You can always talk to a manager if you do not like what there saying. From what you said i cant tell if you were being rude or not. Customer service thats good does not mean you can complain and always get your way. I would like to see you in court trying to get out of a speeding ticket. "Your Honer yes i was speeding but i paid my taxes on time for the last five years." Advice next time Call up and well first decide what plan you want to pay for and say that you called two monthes ago and had your plan changed and your bill still is not adjusted. Play with that one a little and you will get bill droped and just maybe if your persistant enough get a large credit towards your next bill.

5. SilverPearl

Posts: 31; Member since: Jul 08, 2008

The same people that constantly complain about customer service are the same people that constantly complain about everything else. If you don't like the rep you get, call back and get a different one. We're all human (for the most part) and we all have good and bad days.

6. remixfa

Posts: 14605; Member since: Dec 19, 2008

230 a month for 2 phones? obviously you are using... or atleast.. paying for every feature that vzw has. If you want premium services you are going to have premium pricing. Its that simple. Why dont you look at your plans and see what ur actually using. Chances are you can shave some options somewhere and only pay for what your using, instead of bitching at VZW for being "too expencive" because ur paying for options you arent using... ugh.

7. Mayday3420

Posts: 61; Member since: Dec 11, 2008

Also from the it sounds you aren't very nice to the reps. You get more bees with honey. I work in customer service and anyone and is rude will not get much assistance. It's the people who are nice that reps will bend over backwards for. Also, how many people do you think call in and say "you are going to give me this or I'm going to cancel." It gets really old really fast. Seriously, just be nice and respectful and you'll see a huge difference in ANY service you get. It's common sense.

8. Fanboys Suck

Posts: 609; Member since: Dec 12, 2008

Hats off to MayDay!! Common Sense for sure!

10. cooter1979

Posts: 34; Member since: Apr 28, 2009

lol..yea I understand what your saying. But actually i shouldn't elaborated..sorry. What happened is that I dropped my unlimited texting plan to a 500 a month plan. Not worrying about it because I haven't really gone over 500 in previous months I ended up with 90 dollars on my bill that im not used to seeing. Normally they would just offer to put you on a better text plan and credit you the adjustment. But not this time unfortunately. I guess my overall complaint is that I wasnt being rude by any means I was simply stating that i wasn't happy about these charges and being a VZ cust for 7 years on a overpriced family plan that she wouldn't offer me an adjustment to keep me happy. They keep notes and would know if i was a cust who was constantly asking for adjustments. This wasn't an isolated incident. I called back because i was unhappy with the first cust agent and had the same response. .....Point being is ...I'm a dedicated VZ "fanboy" or whatever these idiots call us on this forum and I'm a little upset that i couldn't get a 1 time adjustment (which would've been my first ever) and thats about it. Still love Verizon though. Need to be a little quicker bringing out new phones though. Just heard that U.S Cellular is getting the HTC TOUCH pro 2... WTF...I wouldve thought VZ or somebody else wouldve came out with that a little earlier. Thats a bit disappointing

13. dbb10001

Posts: 9; Member since: Apr 16, 2009

I'm sorry to hear about your problems with Verizon and that large $230 bill. I wanted to add that for those who are tired of constantly being overcharged by cell companies via surcharges and gimmicks, there is relief. I work for the consumer advocacy division of the company Validas, where we electronically audit and subsequently reduce the average cell bill by 22 percent through our website, . Put simply, Validas guards against frivolous and unnecessary charges that inflate your cell bill more than it should be for your usage. You can find out for free if can modify your plan to better suit your needs by going to the website. The key thing here is that we can optimize a cell plan, in this case Verizon, to better suit someone's usage than their current plan. By tinkering with the plan, rather than changing it, you avoid early termination fees and the hassle of switching. For more info, check out Validas in the national news media, most recently on Fox News at . Good luck to everyone reading on cutting your wireless costs. Dylan Consumer Marketing Manager,

18. Fair&Balanced

Posts: 31; Member since: Jul 29, 2009

Agreed, Cooter! Not one person from TMO asked why I was leaving (I would have to get a 2 year contract to add a prepurchased unlocked phone to my account). That and their PCS frequencies will never get me back and they don't care. Directv didnt ask why I was leaving and I still get weekly letters with offers a year later. Thats why the CEOs get 400 million a year. Huh? Whazzat?

4. jherz6

Posts: 217; Member since: May 23, 2008

I have been a happy VZW since they were airtouch, and have absolutely no reason or want to go elsewhere. Wether it has been in a store or over the phone I or one of my family members have always been well taken care of. I'm not quite sure why someone should get a credit for running up there bill with legitimate charges. Especially when they are sure to explain everything going in so you know what to expect. MCI couldnt afford to lose any customers so to say do "whatever it takes" doesnt surprise me one bit. I ask about VZW getting the iphone, and the agent started was I uphappy with the service or my phone what could they do to keep my bussiness even though I wasnt going anywhere. So somehow I think theres a bit more to your story cooter. I am VERY surprised that tmobile was rated so high because if an experience my daughter a few years ago was an example they suck.

11. cooter1979

Posts: 34; Member since: Apr 28, 2009

MCI was actually bought out by Verizon. MCI might have been struggling to keep their customers but its was a hell of an attitude to have to keep your customers happy. I just wish they all that same attitude. And I know that every cust service agent is different. Im just hoping that wasnt the first sign of VZ getting ahead of themselves with this newly acquired trophy of 80 mil+ customers. Thanks for replying.

9. vzw fanman

Posts: 1977; Member since: Dec 11, 2008

"The carrier also scored above others by having the lowest hold times"...well of course tmo has less customers!!!!

12. 3watts

Posts: 56; Member since: Jul 28, 2009

This reaffirms my belief that Red is taking over the happy customer at a time.

14. behold--me

Posts: 679; Member since: Jun 22, 2009

ok uh, that is a hardcore burn. nothing else to say. go t-mo!!!

15. facts&truth

Posts: 42; Member since: Jul 15, 2009

It amazes me on how BigRed can never do anything wrong. U know, every dog has his day. Verizons is coming. When your atitude stinks and you just don't care; you will be abased. Remember this, Verizon is co owned by Vodafone. If Vodafone changes some things, verizon could go south in some areas. These American carriers have too much control and catches. I buy unlockes phones and don't let them bind me. Having said all that, I really could care less. None of these companies are doing anything for me or putting a few hundred thousand in my bank account. Oh, 3watts, U can for get it Son.

16. rath

Posts: 25; Member since: Aug 14, 2009

I like T-Mobile service and customer service but I am very disappoint on the phone signal is very weak to none inside an elevator and shopping center. If you are stuck inside an elevator when power outage you will die, your phone is useless.

17. Fair&Balanced

Posts: 31; Member since: Jul 29, 2009

TMO uses PCS, not cellular frequencies. Too often people lump the two together as though they have some similarities in their use of the laws of physics. I guess they why they use the term wireless, it is very generic.

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