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.
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
5. Posted by Westtrekker
Fri Jul 10, 2009 9:01 pm
Pickle's AT&T experience mirrors my VW experience during the past 3 months. I have had VW service for at least 6 years and had always been treated fairly, even helpful. I received a 'Every 2 new' replacement phone earlier this year, which has turned into the biggest Keystone Kops fiasco I've ever been involved in. Slightly different story from each rep I've talked to in at least a dozen conversations over the past 3 months. My service has been turned off twice because of some arcane accounting procedure. Prompting more unnecessary calls and/or special trips to VW offices, which have been a waste of time. Each call burns at least 30 minutes, some up to 2 hrs after I've been passed around the horn having to re-explain my situation at each stop. Today, calling in within the time limit I had been told at least 7 times, a supervisor just told me that the at least 7 C/S reps I've spoken to on the specific topic, are wrong? 7 wrong? I don't think so. VW's C/S training programs can't be that poor.
6. Posted by mark540
Tue Jul 21, 2009 11:04 pm
Secret code, patience.
7. Posted by wayhow
Thu Jul 23, 2009 8:30 am
Unlike most posts, I am not a Verizon employee. The main reason Verizon has the best customer service is simply because AT&T has the worst. When compared against the worst, the service with the least problems will always come out on top -- in other words, Verizon is on top by default! My experience is that if you ask the same question to 5 reps, you will get 5 different answers. In fairness, there are somebright spots among the reps, but very few. Each company should compare themselves, not to the competition, but to how good they could be!
8. Posted by dggie
Fri Jul 24, 2009 9:33 pm
Having had all 3 services, i disagree. I think t mobile has the best customer service, followed by verizon and last in the distance at&t, i broke my contract with at&t when i was on hold for 50 min with them, i told them since they were in the business of communication and that they couldnt do it by keeping me on hold i wanted out. lo and behold they released me. thought i was in for a fight.
9. Posted by smartone1961
Sun Aug 23, 2009 9:18 pm
At& T is putting the customer on hold for a purpose so they can use there online account they want the customer to wait for over 5 mins and the customer service rep are been taking off the phones so the ques can be stacked so the customer has to wait . thanks to AT&t
10. Posted by robin redskin
Sun Oct 18, 2009 2:12 pm
You all right! Vm is working with the people, keep it up vn! Gen 1,
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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. 
