J.D. Power: T-mobile USA Best In Wireless Customer Satisfaction
By Will Park on Thursday, April 19th, 2007 at 2:25 PM PST In Announcements, Partnerships, T-Mobile
T-mobile (NYSE: DT) rules the US wireless competition in customer satisfaction - for the fifth year in a row! We all know and love T-mobile for their great pricing and excellent customer service, and J.D. Power & Associates just put their official stamp on that assertion.
Tmo USA was trailed only by Verizon (NYSE: VZ) Wireless for their call quality and “brand image” (whatever…). Interestingly, J.D. Power said that the study revealed call performance and reliability as having increased importance - accounting for 26% of the overall satisfaction score in 2005 - making up 32% of the overall score. On the flip side, customer service decreased in importance - 17% in 2005 and 11% in 2007. The company stated that “specifically, call quality issues such as echoes and timely notification of voice mail messages have received the most significant increase in importance.” Strange, because our personal experience with T-mobile USA has been lackluster reliability and good call quality (nothing to top the charts with) but tops in customer service. But, who are we to question a J.D. Power and Associates ranking? We’ll leave it up to the pros.
T-mobile users in the US can sleep comfortably knowing that their wireless network is the best in all six US regions.
via: rcr
I paid 300 USD for a T-mobile phone the wing, T-mobile said I have a warrantee on it, the phone started slowing down, and the memory drains easily. I call and ask if I could exchange my phone for a new one, t-mobile CSR says “sure, there will be a ten dollar charge and we will swap out your old one with a new one” As stoked as I was to receive my new Wing, it came in the mail, opened it used it for a month my screen cracked. Out of nowhere, there was no physical damage at all to the screen. So I call t-mobile once again and explain my situation, (CSR) “sorry warranty doesn’t cover that, you broke the screen.” As mad as I was I wanted to speak to a CSR supervisor, she explained to me how I caused the damage, I explained to her that this was due to faulty hardware. She refused to exchange my phone again, so I purchased a 30 USD screen and replaced it myself voiding my warranty, in the process I figured out that the screen was faulty because T-Mobile uses refurbished parts to redistribute phones that are covered by warranty. So I guess J.D power can rate t-mobile the best, other than good prices on minutes, the company is a joke , how could you run a business with such fraud.
“GIVE ME USED PARTS AND PUT A PHONE TOGETHER, IF IT BREAKS A MONTH LATER, YOU’RE SHIT OUT OF LUCK SORRY.
T-mobile lacks; quality in phones, and warranty, yeah people do take advantage of warranty, but don’t punish the hard working people who really do have problems with their phones.