T-Mobile Customer Service Review

This is the 2008 Review. Click here for the 2009 T-Mobile Customer Service Review.

TMobile Customer Service has a 71% first-call fix rate. In college that’s a C for satisfactory. In the real world though, that’s incredible among phone companies.

While Sprint has a 53% first call fix, T-Mobile blows them out the water with only 1/3 of the amount of Customer Service Reps.

In my opinion, excellent customer service is when I don’t even need to call. Great customer service is when I do call, I have pleasant service, my problem is solved, and it doesn’t take a whole lot of time.

Of course, every company has their horror stories, but an age of cell phone horror stories, T-Mobile has close to the least.

To back it up, J.D. Power and Associates (pop-out) did a survey showing how TMobile customer service measured up to the other carriers. “Customer satisfaction with major wireless carrier-branded stores is based on four factors. In order of importance, they are”:

1. Sales staff (51%);

2. Store display (17%);

3. Store facility (16%);

4. Price/promotion (16%).

In other words, Sales staff is most important, and T-Mobile has second to least problems in that department. Sounds pretty good. Following closely in line with that study are figures post on The Consumerist(pop-out) for churn (customers defecting to other carriers). T-Mobile also has the second lowest in that category.

In yet another survey(pop-out), TMobile customer service (not AT&T) had “fewest drop calls” in most places.

Not bad at all.

While this sounds great, don’t expect the TMobile customer service deals unless you’ve been a customer for 10 months or more. You would have demonstrated your Lifetime Value as a customer and then they’ll throw in some deals to keep you. Otherwise, you may end up not being one of the 71% first fix calls.

Less trouble = lower blood pressure = longer life = great

Interested in seeing how the other carriers match up? Check out our carrier comparison…

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