http://www.intomobile.com/2007/11/12/verizon-beats-t-mobile-for-top-spot-in-jd-power-customer-satisfaction-suvery.html Cell Phone News, Information, and Analysis Tue, 24 Nov 2009 08:11:30 -0600 http://wordpress.org/?v=abc hourly 1 http://www.intomobile.com/2007/11/12/verizon-beats-t-mobile-for-top-spot-in-jd-power-customer-satisfaction-suvery.html/comment-page-1/#comment-83619 Bill Orme Tue, 13 Nov 2007 01:46:10 +0000 http://www.intomobile.com/2007/11/12/verizon-beats-t-mobile-for-top-spot-in-jd-power-customer-satisfaction-suvery.html#comment-83619 It is astonishing that T-Mobile USA ever finished first in customer service rankings -- and that it finished even as high as second more recently. Who are these customers? I work for an organization that uses T-Mobile for corporate cell phones because its inferior coverage and service domestically is compensated by superior reception internationally. A trade-off. In our experience T-Mobile domestic customer service is laughably, consistently abysmal, with disempowered agents unable to access basic company information or solve accounts or hardware problems. As I write this, I am in the third week of waiting for a replacement for a stolen phone; every day I am informed by T-Mob reps that it is either 72 hours away from delivery, or eight days maximum, or eight days minimum, or on back order somewhere, or the order is delayed because the line is suspended (correct, Ms. Catch-22, the phone was stolen), but no, sorry, I cannot cancel the order and buy a phone at the shop around the corner, because it is 'on order'.....and thanks for using T-Mobile. It is astonishing that T-Mobile USA ever finished first in customer service rankings — and that it finished even as high as second more recently. Who are these customers? I work for an organization that uses T-Mobile for corporate cell phones because its inferior coverage and service domestically is compensated by superior reception internationally. A trade-off. In our experience T-Mobile domestic customer service is laughably, consistently abysmal, with disempowered agents unable to access basic company information or solve accounts or hardware problems. As I write this, I am in the third week of waiting for a replacement for a stolen phone; every day I am informed by T-Mob reps that it is either 72 hours away from delivery, or eight days maximum, or eight days minimum, or on back order somewhere, or the order is delayed because the line is suspended (correct, Ms. Catch-22, the phone was stolen), but no, sorry, I cannot cancel the order and buy a phone at the shop around the corner, because it is ‘on order’…..and thanks for using T-Mobile.

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