For quite a few years now T-Mobile has topped the list for wireless customer service, however, it seems as if Verizon is gaining ground.
J.D. Power and Associates recently released the results of their 2009 Wireless Customer Care Performance Study in which T-Mobile, Verizon, and Alltel (owned by Verizon) were in a three-way tie. This semi-annual study tells how well wireless carriers service their customers in three point-of-contact methods:
- Telephone calls with a customer service representative (CSR) or automated response system
- Visits to a wireless store
- Visits on the web
Whenever I call T-Mobile I never have to wait too long to talk to a CSR. Everyone I've spoken to has been very pleasant and respectful.
In the future I think it would be nice if J.D. Powers & Associates also took into account how wireless companies use social media and engage with customers that way. I took a quick look at T-Mobile's twitter account and I can see that their Twitter team is very active and engaging.
On the other hand, Verizon has several Twitter accounts (@VZHelpNetwork, @VZWSupport, @VZWOffers, etc.) depending on what type of information or help that you need. For me that can be a little confusing. As a side note, neither one of these accounts even has the amount of followers that T-Mobile has.
What do you think? Is T-Mobile at the top of your list in customer service?
I have had TMobile for about 12-15 years, and as soon as my contract is up, I will be changing to Verizon. The service at Tmobile has gotten sub-par. It is utterly impossible to get help from TMobile stores much less by phone. The products I have used are terrible, and you get no help resolving problems. A large number of my friends have changed to Verizon and they are happy with them.
My advice to subscribers is to avoid TMobile.
i was with them for about 5 years. i moved to verizon this past weekend and ported my number. Bye Bye T-Mobile!