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...
