And the Survey Says!: AT&T Last in Customer Satisfaction
After ranking last in a customer satisfaction survey conducted by Consumer Reports last year, AT&T had two options. The wireless carrier could lick its wounds and take steps to improve its image, whether real or perceived, or it could bury its head in the sand, because after all, who cares what thousands of people think? AT&T apparently chose the latter, and its reward is another last place finish.
Consumer Reports questioned 66,000 of its subscribers on the service and customer support experience with both standard and no-contract wireless communications providers. And for the second year in a row, AT&T fell to the bottom of the pack.
"Our survey indicates that subscribers to prepaid and smaller standard-service providers are happiest overall with their cell-phone service," said Paul Reynolds, electronics editor for Consumer Reports. "However, these carriers aren’t for everyone. Some are only regional, and prepaid carriers tend to offer few or no smart phones.The major carriers are still leading options for many consumers, and we found they ranged widely in how well they satisfied their customers."
On the opposite end of the spectrum, respondents rated Verizon tops among wireless carriers for two years running, "followed closely by Sprint." T-Mobile fell below both Verizon and Sprint, but still rated "significantly better than the higher-priced AT&T," Consumer Reports stated.
How would you rank your wireless carrier? Are you happy with your carrier, or do you plan to switch when your contract is up (or sooner)?
Comments
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bling581
December 07, 2011 at 11:07am
I just cancelled AT&T last week because my contract expired. I couldn't wait. I live in a highly populated area but couldn't get reception in my own house. I had no problem with reception when I had Altel or with my Verizon work phone, but as soon as I walked indoors I had 1 bar to no signal. If I could call people they were constantly breaking up.
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audiomatron
December 07, 2011 at 8:46am
In Mississippi and surrounding areas, we have C Spire wireless (formerly Cellular South). I have to deal with them quite frequently since I'm the IT manager for my company, and we have a lot of smart phones with them. Their customer service is top notch, and their plans are quite affordable. My wife has a sprint phone that my dad gave her. It is amazing how many places a Sprint phone will not work. My C spire phone works everywhere!
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livebriand
December 06, 2011 at 10:45pm
I don't have ATT cell service, but I have ATT landline phone service, and their customer service seems to be good. I had dsl from them (but cancelled because they still weren't offering anything better than 1.5mbps down, so they lost me to comcast), and when I cancelled it, I waited an hour on hold and gave up, drove to the nearby ATT wireless store, and they were polite and cancelled my service without much of a problem. They just asked me why I wanted to cancel, and then did it, and it only took a few minutes. On the other hand, Verizon (who I have cell service from), was putting in odd charges and such when I first signed up that I had to dispute, and they've been a bit of trouble. Since then, however, things have been okay. That said, at times, I start to wonder if ATT would be a better cellular carrier, just for the customer service and such, even if the service is crappier.
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Red Ensign
December 06, 2011 at 7:19pm
I have AT&T and the *ONLY* reason they still have my business is because I still have unlimited data and my iPhone is jailbroken to allow me to tether my tablet to it. If either of those two thing changes, I'm gone contract or not.
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froggz
December 06, 2011 at 6:13pm
I have net10 phone, 30 bucks a month is more than enough for me. Text and phone calls. Don't want or need data plan, that's what I'm paying $80 to verizon at home. There has been maybe 5 times in this year that I could have used a data plan but that's not enought warrant paying $250 like that poor fella above. $250 dollars is a freaking car payment for goodness sake.
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mysteriousgamer
December 06, 2011 at 5:41pm
I'm happy with Sprint. No 4G in my area (yet), but call quality is good and no dropped calls. Downtime is extremely rare. I'm paying $125 per month which includes fees. I get 1500 minutes of talk, unlimited text and web (3g/4g) for two lines.
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DJConan
December 06, 2011 at 3:39pm
Using an iPhone 4 with Straight Talk unlimited everything for $45. I left AT&T, but my plan with Straight Talk goes through AT&T. No problems since I signed up about 6 months ago.
I did have a few issues with AT&T when they turned off my ability to receive texts because I was not paying for unlimited texts (what?). So in their wisdom, they made me go to an AT&T store to request that they turn texting back on my phone so they could try to talk me into getting a data plan that I did not want.
They were telling me, "we no longer offer smart phones without data plans and even though you are not required to have a data plan now, you should get one." So after all that BS, I repeated, "turn my texts back on," which they finally did. Complete waste of my time.
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essjay22
December 06, 2011 at 3:08pm
Virgin Moblie has unlimited data/txt and 300 mins, all I need for 25$ and my Optimus android is mine all mine . Why would I look at another carrier ?
ATnT ?, hunh. cue Lilly Tomlin :
"We're the phone company, We dont care. We dont have too"
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kixofmyg0t
December 06, 2011 at 2:36pm
Im happy with Verizon but just wish they were a bit cheaper.
I pay $230 a month for 2 lines sharing 1400 minutes(of which I maybe use 30 a month but my wife goes right to the limit) Unlimted txt and Data plus another line for my Xoom.
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Baer
December 06, 2011 at 2:19pm
Over the last 25 years I have used most of them. I have had Verizon for the last eight years or so and I have been very happy with them, I have no intention of even looking at a different carrier at this point.
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Corfy
December 06, 2011 at 12:47pm
I'm very happy with my provider. I get good service, cheap rates, and the few times I have contacted customer service, they were very friendly and helpful. And since my "contract" is only for 30 days at a time, I can leave anytime I want (although I choose not to).
I'm a happy Virgin Mobile customer, and have been for about a year and a half (having switched from Verizon, which was a good company but expensive... I was a Verizon customer since back before it was called Verizon). I definitely see no reason to swtich again. Ok, granted, i don't get 4G, nor am I likely to anytime soon. Although on the flip side, I don't think any carrier offers 4G coverage in my county yet, so I'm not really suffering in those regards.
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firefox91
December 06, 2011 at 12:44pm
I had Alltel and was carried over to Verizon when Verizon bought them out. I was really concerned about the change as I fully expected Verizon to strong arm me in to one of their plans. But not only did they let me keep my legacy Alltel plan (and continue to do so) they expanded my coverage from regional to nationwide for no additional cost. No more roaming fees! I later signed up for their unlimited data plan and was grandfathered in to that now that they have gone to tiered data levels. The coverage has always been great, rarely a dropped call or loss of data service. I can seriously say that I am getting great service from Verizon and have no intention of changing from them for any reason. The other providers have not even come close to giving me a reason to change.
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