Verizon Wireless wins J.D. Power customer care award

By on Jul 28, 2011 at 7:32 PM
mobile July 28, 2011

J.D. Power and Associates announced on Thursday that Verizon Wireless ranked highest in the company’s 2011 Wireless Customer Care Performance Study, Volume 2. The carrier’s overall score was 770/1000, which was above the average 761 score in the ‘full service’ category. T-Mobile came in second place with a score of 766, followed by Sprint (752) and AT&T (751). J.D. Power and Associates also noted that non-contract customers have shorter wait times than customers with contracts (5.5 minutes versus 4.4 minutes). “There is also a disparity between the contract and non-contract segments in terms of the quality of the experience with the service representative,” J.D. Power and Associates senior director of wireless services Kirk Parsons said. “In particular, non-contract customers are considerably less satisfied than are contract customers in the areas of knowledge about plans; personal concern for customers; and apathy towards customers.” Boost Mobile ranked the best among non-contract carriers with a score of 763. Read on for the full press release.

LATEST J.D. POWER AND ASSOCIATES STUDY RANKS VERIZON WIRELESS HIGHEST IN CUSTOMER CARE

Survey Places Company First Among Major National Providers In U.S. Wireless Industry

BASKING RIDGE, N.J. – Verizon Wireless, provider of the nation’s largest and most reliable 3G network and the fastest, most advanced 4G LTE network in the world, has been ranked highest in customer care among the major national wireless phone service providers in J.D. Power and Associates’ 2011 Wireless Customer Care Performance StudySM – Volume 2, released today.

Verizon Wireless received a score of 770, which led the segment and was above the industry average.  The study was based on feedback gathered from wireless customers of the four major U.S. providers by J.D. Power and Associates in the first six months of 2011.

“Our goal at Verizon Wireless has consistently been to offer an outstanding customer experience, and our standing in this latest survey is yet one more signal that our customers vote us the best wireless company in the U.S.,” said John Stratton, executive vice president and chief operating officer of Verizon Wireless.  “We will continue to work hard to ensure that our customers can count on the best network; the best service, and the best lineup of smartphones, tablets and other innovative and reliable wireless devices from the best wireless company: Verizon Wireless.”

Verizon Wireless offers customers many reasons to choose and stay with the company. Verizon Wireless operates the nation’s largest and most reliable wireless voice and 3G data network and the fastest, most advanced 4G LTE network in the world, and offers quality products and services backed by its award-winning customer service.  For more information about Verizon Wireless, visit http://www.verizonwireless.com.

The company’s “most reliable network” claim is based on network studies performed by test men and test women who conduct more than 3.5 million voice call attempts and more than 19 million data tests annually on Verizon Wireless’ and other national wireless carriers’ networks while traveling more than 1 million miles in specially equipped, company-owned quality test vehicles.  For more information about Verizon Wireless testing, go to: http://aboutus.vzw.com/bestnetwork/reliability.html.

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  • Anonymous

    It’s a given, it’s Verizon:
    THE BEST NETWORK!

    • Joe

      Papinyc removes balls from mouth to say “It’s a given, it’s Verizon
      THE BEST NETWORK!” then places balls back in mouth.

      • Anonymous

        Yea, I put your ballz’ back in my mouth after your mother took her turn. True Story.

      • Madsadextra

        Um, I think you’re going to regret that statement someday……..

      • Pollo Tropical

        No man should ever put another man’s balls in his mouth.

    • Madsadextra

      sniff sniff. I smell Verizon employee!

  • Anonymous

    I can’t honestly say I’ve ever had an issue with them. If I break a phone without insurance, they give me a new contract. If I have a defective phone, they send me a new free without giving me the 3rd degree. If there is a billing error, it’s fixed in about 10 minutes. They’re always extremely polite. I don’t mind paying more for them than I would with Sprint or T-mo. I actually had a customer service rep YELL at me on the phone from Sprint.

    • Madsadextra

      I wish I could talk to the people you have. I always get treated like I am putting them out because I have a problem.

      • Madsadextra

        Actually have been dealing with them all week and I can’t even get ANYBODY to call me back. I was told my $200+ per month didn’t make me a valuable enough customer.

      • sirpaul

        $200 a month? Do you have unlimited long distance or something? That is ridiculous!

      • Madsadextra

        Nope unlimted talk 700 minutes. unlimited family text and 4 phones on the account. Tried to add my daughter to the smartphone plan my wife and I have (unlimited $30), but poof that plan doesn’t exist anymore. They would rather I monitor my daughter daily to ensure I don’t get overcharges. Managers WILL NOT call you back, and heaven forbid you ask to speak to an executive. They are like Gods you must pray to! Actually you have to write a snail mail letter, wait to receive a case number, then EVENTUALLY (maybe) someone will call you sometime (if they feel like it).

      • Anonymous

        Maybe that’s actually true about the $200 thing. I pay over $300 every month for 3 lines and a USB modem. I would hope that they didn’t prioritize by the amount people pay.

      • Madsadextra

        No, its completely true. Actually they only care about corporate accounts. And those of you with your shiny new 4G devices are in for a shock when they split the 4G data plan from the 3G (probably $50 minimum). Go ahead and ask a Verizon representative (not a store representative) and watch them clam up.

      • Anonymous

        Your probably a bitter AT&T employee and still upset Verizon wouldn’t hire you. FYI: Verizon Customer Care reps’ call me back all the time, they are the only carrier that extends a call back at customers’ convenience. And, I only pay $42.49 for my standalone Unlimited Data Plan for PDA Smartphone.

      • Madsadextra

        slow clap……gradually building……..gradually building…..CLAP CLAP CLAP…..SLAP! Moron! Go put Joe’s ballz back in your mouth.

    • Anonymous

      I can’t say that I pay more for Verizon, I actually pay much less than I was paying when I did my Sprint EVOOOO stint from June 2010 to November 2010, thank GOD I didn’t cancel my grandfathered Unlimited Data Plan for PDA Smartphone of $42.49 after corporate discount. I can say that, in the five short months that I was trying Sprint, I found their outsourced Customer Dis-Service Centers abysmal. Most of their idiotic reps’ did not speak English very well nor did they understand the English language; they annoyingly felt the need to repeat EVERYTHING I would ask, thereby, answering my question with my very same question. The stupid rebate took 4 months and 3 rebate checks since, the first was sent to the wrong address and the second had my name misspelled. I would’ve kept the EVOOOO had it not been for their incompetent customer service, or lack thereof.

      • Madsadextra

        And you switched to Verizon! Muahahahahahahaahahahahahahahahaha! Like I said……moron. Hope you didn’t get a 4G phone, you’ll be paying even more soon ;) And don’t compare corporate customer service to family customer service; two totally different things.

      • IPwn

        Everyone pays more for real 4G.. Your stupid if you don’t think AT&T will do the same

      • Madsadextra

        Um, don’t they already? Verizon is selling 4G devices under the rouse that the plans will remain the same as the 3G, but the split will come………..ESPECIALLY since AT&T is already doing it.

  • Madsadextra

    Best network, worst customer service

    • Madsadextra

      For all my ranting, yes I do agree the best network. I also believe their in-field technicians are very knowledgeable and helpful. Okay, so I am not all down on Verizon. But customer service is horrible; have never gotten satisfaction in all the years I have been with them. I just walk away angry and feel powerless to do anything about it.

      • Hb_4_dg

        shut your pie hole and get off of Verizon!!!!! Don’t get angry anymore, just go away!! It’s called freedom of choice!

      • Madsadextra

        Trying to, they will not let me go! So shut YOUR pie hole! Or rather your @$$hole, since that is what you are talking out of!

      • Hb_4_dg

        YOU are the ASSHOLE for being too stupid to just leave. Just pay the price and break the contract DIP$HIT!

      • Madsadextra

        You sir are a moron and a sheep! Baaaa baaa baaa

  • Lolcat

    They had a one in 4 chance thanks to an oligopoly. 

    One company (perhaps the government, perhaps verizon) should set up one countrywide network that uses one protocol (CDMA, LTE, GSM, who cares) and then rent it to many service providers. This is the only way Americans will have real choices and not get constantly ripped off by the telecoms. For instance why doesn’t my bill go down if I’ve paid of the subsidy on my phone? Why do I even have to pay for the phone when zerizon is given million to install bloatware that I never use and CANNOT EASILY DELETE.

    Fuck Verizon
    Fuck ATT
    Fuck Sprint
    Tmobile can suck it for trying blowing ATT

    • John

      Lolcat, I couldn’t have said it any better. Thank you.

      • lolcat

        you probably could have…. so many typos!

  • http://pulse.yahoo.com/_5ES34HN6KEIAFCMGYPVGZ2PRRQ Kate Lott

    I just paid $22.87 for an iPad2-64GB and my girlfriend loves her Panasonic Lumix GF 1 Camera that we got for $38.76 there arriving tomorrow by UPS. I will never pay such expensive retail prices in stores again. Especially when I also sold a 40 inch LED TV to my boss for $675 which only cost me $62.81 to buy. Here is the website we use to get it all from, WildCent.com

    • Pollo Tropical

      Idiot

  • Anonymous

    Hah, for what you pay for in service and the nickle/dime fees it better be no 1.

    AT&T being last is a big shock! /s Let’s just say AT&T Customer Service staff better be protesting this takeover of T-mobile because if I was the CEO they would be the first to go : )

  • drew dogg

    At&t is always last in these kind of rankings, they should be used to it now.

  • Anonymous

    Another reason Verizon can say why they charge the most.

    • Madsadextra

      dislike, but probably true

  • Anonymous

    Lol wow JD power better have another look because verizon customer care sucks as far as i’m concerned. They treat people like shit on the phone and at the stores.

  • http://twitter.com/TimHainesPhotog Tim Haines

    Evidently J.D. Power is not a reliable review or ratings source.  I’ve had extensive experience with all of these carriers except for T-Mobile.  Sprint and Boost have always been horrible to work with. The worst!  I’d rather drive needles into my eyes.   AT&T…never had any problem with their Customer Care. My experience with these carriers doesn’t reflect JD Power’s findings AT ALL. And this isn’t the first time.  

  • Steve Lee

    Another slap on at&ts face

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