T-Mobile USA Tops Wireless Carriers for Overall Business Customer Satisfaction

I am not surprised by T-Mobile's showing in this quality survey. I recently needed the help of Tech Support and the rep that assisted me was extremely knowledgeable and helpful. I did have to wait on hold for a couple of minutes, but when service is as outstanding as it was for me, I'll wait as long as I need to, compared to the lousy customer service of Cingular. Way to go T-Mobile!!

 

It is good to hear they won this award again, from what I have heard they deserve it.

I am suprised & sorry to hear you had such bad CS with Cingular though, When I have called both AWE & Now Cingular for anything they have always been good, of course I am only 1 person & I have heard both good & bad for other carriers except T-Mobile.
Maybe pressure like this from T-Mobile winning this award, will get other carriers to work on improving their's & maybe 1 day everyone will have good CS experience's.

 

Just FYI, this is a new award - first time given. It's for business users. The other awards TM won last year have not been given out yet in 2005.

 

I had an interesting experience today with Cingular CS. I changed my plan to Nation 450 $39.99 and they removed my GPRS! LOL! Not that I care much since I access the internet though CSD instead which doesn't charge me a penny! I wonder why she did that. Maybe because my Pay Per Use rate was 1 cent per Kb, but current Cingular GPRS Pay Per Use plan charges 3 cents per Kb now!

 

It's a good thing they did well in business because for personal accounts they SUCK. I have them and I get dropped calls constantly and terrible service, horrific hold times and mindless drones for service reps. I CAN'T WAIT UNTIL T-MOBILE SHRIVELS UP AND FOLDS DUE TO THEIR WORTHLESS SERVICE.

 

I could say the same about Cingular. It's all a matter of opinion. At least with T-Mo you only have 1yr agreements. If you hate them so much, pay the ETF and be done with them.

 

T-Mobile works pretty well where I live. They have become very popular in California and pose as a lower priced alternative to some of their rivals.

We don't want T-Mobile to shrivel up and die. They provide competition that keep the others in check with prices and promotions. We need a competitive market.

 

It is intresting that they rank very high with JD Power yet they have such high churn.

If they have such high remarks for overall coverage and service why do they have high churn??

 

That's very true, we need all the competition out there to prevent others from thinking they can charge us whatever they want.
Beside's, who knows when they will start using the 850 roaming abilities, that should help there coverage alot & make them a good competitor.
In area's where there coverage is good, their plans make them an very good option.

 

I think the churn t-moblie has is a product of people being fine with the service, just wanting a carrier with a more robust footprint as their needs change.

That's exactly what happened to me with sprint, I just outgrew their footprint, and went with verizon who had more area covered here.

 

The same thing happened to my when I tried to combine two lines into a family plan with Cingular. They took away my data services. Oops.

 

Intresting Churn rates for Tmobile could be cause by dealers (new phone new number) routine with Customers were they give them a new neat phone and a new number and pay for there last 2 months service or soemthing like that. Plus, with one year contracts versus 2 years customers don't have to hang around that long.

 

I think it is their coverage (or lack of it) that drives churn. T-Mobile has been spending a lot in the last couple of years in improving coverage. The drop in churn seems to reflect that the network improvements are paying off, the same is happening with Cingular. In the mind of the consumer, the service is bad only if you can't make/receive calls. Other than that it is ok. IMO, this is the greatest motivator for people to stay with a carrier or move to another one.

 

I do think the one-year contact affects churn, but I think it is a good move for competition. It works both ways.....you might get someone to try the service since they know they don't have to sign a two year agreeement. Just the same, they get to leave earlier too

 

Contract length affects churn too but only by delaying it. If you are not happy with a company you will leave anyway, whether you are on a 2-yr or 1-yr contract. However, if you are happy with the company, most likely you will stay with them regardless of contract.

 

What if you are unhappy for the first year and then happy the second, or vice versa?

 

I call T-Mobile customer service a lot, and I get rude reps. I like Cingulars customer service better.

 

Did you have to switch because you work for an authorized T-Mo dealer? If you liked Cingular so much, why leave? Even if you get a discount with T-Mo, you obviously are not happy with them. You go on and like Cingular's CS more, and I'll go on liking T-Mobile's. I'm glad I'm not stuck with a carrier I dislike.

 

Like I said the M2M was killing me on Cingular, I over exagerate sometimes, T-Mobile isn't that bad, I'm just really used to Cingular and AT&T (R.I.P.) To tell you the truth I get so many dropped calls on my phone it's not even funny. I live less than 100 yards away from a T-Mobile tower, and I drop a call every 15 minutes, "Network Failure." I never had that problem with Cingular.

 

P. S. I don't get a discount.

 

WoW....TMobile offers no employee line discount?

 

I only work for an authorized dealer.

 

Why?

I thought you had the Nation 500 (older plan) and somehow got M2M on it.

 

Recently, there was an article that actually rated all the carriers for customer service. Cingular was rated last averaging 240 complaints per 1 million customers. US Cellular was ranked number 1 averaging only 27 complaints per 1 million customers. Cingular's not so hot~~!!!

 

That was only for 1 year

 

Hopefully you won't need those 50 minutes every month and rollover can help out.

 

I thought you were going to the 600 minute plan before the kabosh?