Verizon Wireless ranks highest in wireless customer care performance, according to a J.D. Power study.

Verizon customers experienced the least amount of time on hold, followed by Alltel, T-Mobile and AT&T. Sprint was not mentioned and has been restructuring its support after developing a reputation for below-average service. Customers report that Verizon performed particularly well in resolving problems in one contact.

"The fact that Verizon Wireless performs well in resolving issues with one contact is particularly noteworthy," said Kirk Parsons, Senior Director of J.D. Power and Associates. "Overall customer care performance is three times higher among customers whose issues were resolved in one contact over the phone, compared with those who had to contact their provider more than once for the same issue."

The study also found that the average time wireless customers spent on hold before speaking with a customer service representative in 2008 was 4.4 minutes - up 34 percent from the average hold time in 2003 (3.3 minutes).

Forty-nine percent of wireless customers have contacted the customer care service center for assistance within the past year - an increase from 47 percent reported six months ago. Additionally, among customers who contacted the service department, 34 percent did so due to service / equipment issues.

1. Posted by cellgoddess	Sat May 16, 2009 11:10 pm
Yes the Verizon Customer Service reps are tops. They are fair,knowlegable, and they care about people. Have had much experience in working with them, and they go the extra mile to help.
2. Posted by Rockit88	Wed May 27, 2009 4:08 pm
That's interesting, because I have never once been able to get a live person on Verizon customer service, and I have spent WAY too much frustrating time trying. Three times now when I have changed the credit card billing info on my prepay account, Verizon has stolen the carry over balance, the last time I changed the credit card 10 days ahead of the due date for auto pay and they ran a $0.01 test billing thru several days in advance. Is there a secret code to get a real person to speak with at Verizon customer service?
3. Posted by paperstreet	Wed May 27, 2009 10:21 pm
Secret code, patience.
4. Posted by pickle	Sun May 31, 2009 11:59 am
AT & T is the absolute worst. I am on the phone with them at least once a month. The hold time is 45 minutes at least and then the person you get can NEVER answer your question/ or solve your problem, you then get transferred only to wait on hold AGAIN. The whole process takes a good 2 hours only to have the same problem happen again the following month. ATT SUCKS

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