T-Mobile Scores Highest With J.D. Powers

June 8, 2005 By Ian Bell

T-Mobile has been rated the highest ranked mobile phone carrier in overall Wireless Customer Care Performance by J.D. Power and Associates.

“We have put our customers at the top of our priority list at T-Mobile,” said Sue Swenson, chief operating officer for T-Mobile USA, Inc. “As a result, our efforts are focused on providing our customer service and sales professionals with the training and tools needed to create the best possible service experience. The J.D. Power and Associates ranking reinforces that we are focused on the things that matter most to customers.”

While T-mobile may not have the best nationwide coverage, their customers are happy overall. The award was given because T-mobile answers customer’s calls promptly and resolves customer issues, often during the first call.

The 2005 Wireless Customer Care Performance Study is based on responses from more than 8,300 wireless customers. Interviews were conducted in March and April

This is the second year in a row that T-mobile has won this award.

In other news, AT&T/Cingular tops customer complaints according to a study by Consumer Reports. AT&T/Cingular is the nation’s largest wireless customer, but has the worst combined complaint record for 2004. The report gave Verizon top honors with the least amount of customer complaints. You can read more here.

Showing 6 comments

L A. K at 4:11pm 10th November 2005 We would NEVER recommend T-Mobile! T-Mobile has been a great provider of a family plan for us for years. Our contract ended a year ago. Their salesperson recommended we increase our minutes when I called concerned about going over the 400 -- only for that month. She advised us to roll back to 400, and you won't have a contract. Well, now they want $400!! We have a file with the Texas Attny Gen., and with the FCC. Every attorney I speak to says these verbal contracts are not legal. These big Companies are bullying us little-guys into illegal verbal agreements!! It's not right!!
sheree at 7:00pm 4th October 2005 I decided to switch to T-Mobile because of the excellent rating they received from JD Powers. It was a horrible decision. The salesperson ignored my request to not port my numbers prior to my contract being up so I ended up being charged a $300 early cancellation fee. The only way to avoid this was to switch back to my old company and start another 2 year contract. When I called customer service they just said that everyone makes mistakes and that I should switch back to Sprint. When I returned to T-Mobile the following day, the manager was going to charge me a restocking fee for the phones I was returning. I am very displeased with their customer service and will tell everyone I come into contact with not to use them.
rumfoord@aol.com at 12:06am 31st July 2005 these crackhead appraisals stink of another method of crack-sniffing junkydom: UP THE ASSCRACKS OF TMOBILE CORPORATE AUTOMATONS. tmobile is the antithesis, the antichrist, the dipole of customer service. they are lightyears beyond the avis of worst. ask sue swenson, john behr, art lucero, sandra zino, et al. re the extent to which our acct issues have been shuffled up and down the heirarchy muddying all rendering inane the 11 month ordeal of tmobile subscribership. they are ******* monkeys at best, muck-for-pate slugs most given days. if contemplating tmobile, heed this bit of advice (bob newhart, mad tv): STOP IT! JUST STOP IT!
Robert Piotrowski at 2:16pm 8th June 2005 Been with T-Mobile for three years now. They are the best! I had the worst befor such as all the others. Them winning this award shows and confirms it with me. I will not change cell phone providers as long as there is a T-Mobile. They earned thier bragging rights. Concrats to them!
Ian Bell and Dan Gaul at 2:01pm 8th June 2005 Why can't I get Cingular's coverage and T-mobiles customer service? Right now I have to go with the coverage...
Susie at 1:40pm 8th June 2005 I have been with tmobile my entire cell phone life and have ALWAYS received amazing cutomer care. Like the article says, they answer my questions promptly and if they can't they don't send me back in to the ether, directionless, nor do they pass me on endlessly in the labrynth of cell chaos (as Cingular does when I'm dealing with my boss' phone). AND I LOVE my Sidekick II. Finally, someone other than me sees the genius of Tmobile's customer service.