May 8, 2008 5:58 PM PDT

T-Mobile wins again

Posted by Kent German

OK, now it really is getting boring. T-Mobile announced today that it won yet another title from J.D. Power and Associates. This time the carrier took top honors in a survey of wireless retail sales satisfaction by hitting top marks in the four considered categories: sales staff, store display, store facility, and price/promotion. But T-Mobile wasn't alone at the top. Alltel trailed by two points to take second place while Verizon Wireless came in third. AT&T was rated as average and Sprint Nextel came in last with a below average rating in all four categories.

This is not the first time T-Mobile has won accolades from J.D. Power. Earlier this year the carrier held the number one ranking in a customer service satisfaction survey. That's the seventh consecutive time T-Mobile won that prize. As I've said before, T-Mobile must be doing something right.

So what's your story with T-Mobile? Is the carrier as hot as J.D. Power thinks? I welcome your comments and experiences. You get bonus points if you're T-Mobile's 30 millionth customer. The carrier announced it had reached that milestone yesterday. And considering T-Mobile launched its 3G network on Monday, it's been a big week. Congratulations to T-Mobile.

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Add a Comment (Log in or register) 23 comments (Page 1 of 3)
by SlanderPanic May 8, 2008 7:57 PM PDT
I've been with T-Mobile for five years now. Previously, I've had Alltel. I also worked for Sprint through 2004. I'll tell you this much: I couldn't possibly be happier with T-Mo. I live in Baton Rouge, but I travel all over the South. I always have reliable service, even in places where T-Mobile has no coverage, thanks to their roaming agreements with AT&T and SunCom. I don't pay anything extra for the roaming coverage and I'm all-systems-go wherever I travel. On the rare occasions when I've had to speak to T-Mobile's customer service, I've been nothing but impressed. Their people take their time, work hard to solve problems, and don't try to sell you something when you call in. That aspect of Sprint's customer service was one of the most frustrating -and least logical- parts of working for them. In short, I'm happy T-Mobile is doing well. They absolutely deserve it.
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by strategynode May 8, 2008 7:58 PM PDT
I don't know how that's possible. I have T-mobile I can't even make a phone call from my house because the reception is so bad. And it's not like I like in the boondocks. But, perhaps I'm over reacting - who would ever want to make or receive a phone call from home? <body>

Heather Shimmin

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Strategy Node - Utah SEO / Utah SEM / Utah SMM / Utah Analytics

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by luchtm May 8, 2008 8:21 PM PDT
I've been with T-Mo for 6 years and I couldn't be happier as well. I travel a lot for work and never have a problem wherever I'm at. I rarely have to call customer service, but when I do they always do it the right way. I manage my account mostly through their website because it's easy to use. They have simple pricing plans that are really competitive. The only area that they could do better in is the variety of actual phones that they offer. They kinda suck.... Let's hope that with the rollout of 3G, things will change with the phones they offer. Have to admit.... the thought of owning an iPhone has made me regrettably consider leaving.... BUT THE SERVICE IS JUST SO GOOD.
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by wfwii0814 May 8, 2008 9:23 PM PDT
I switched from Verzon to T-Mobile 3 months ago, and its everything that I would expect from the best. The store was outstanding, 30 min to get it done, vs hours with Verizon. The support after the sale is superb, the customer service staff is a pleasure to deal with and last but not least it solved a major problem for me. The new Blackberry Curve with WiFi now allows me to connect through my wireless router at home, instead have having to stand on my back decks holding the unit in the air to get reception. T-Mobile's Hot Spot at home allows me to talk anywhere at home (i am on the fringe of Verizon and T-Mobile service areas) and the calls don't count against my plan. Great company to deal with, the best in my opinion.
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by kt2005 May 8, 2008 11:40 PM PDT
I think T-Mobile is a great Cell Carrier, but with it's lack of awesome phones, and it's coverage, I can't say it's the best. I've been with AT&T, and Verizon, and I think Verizon has the best coverage and service, but it's very limited in carrier restrictions, (no gsm/primarily CDMA). I wish America would follow the examples of Asia and Europe. I also have an Unlocked phone form HK, but I have Verizon, and they don't support Sim Cards. If Verizon became a GSM carrier, with nicer phones (Iphones, TYTNs, etc), that would be ideal. I also might join T-Mobile, just for my company, but I don't feel like paying for 2 plans.
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by sparehead2 May 9, 2008 2:47 AM PDT
Two years ago, I had a Sony-Ericsson cellular modem for my laptop... Someone tried to steal my laptop at gunpoint, I was shot in the foot twice, and the laptop was confiscated by the police (with the card still in the slot). When I contacted T-Mobile to tell them the police had my card and I wouldn't be able to use it, they told me to "cancel the account, PAY THEM the $200 early cancellation fee, and then sue my assailant to get my money back. The representatives at T-Mobile are low-lifes. I will NEVER use T-Mobile ever again.
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by liquordepot1540 May 9, 2008 1:33 PM PDT
I don?t know how J.D. Power justifies its rating. I have been with T-Mobile since 2001 when it was a different name. I cannot get reception in some parts of my home. T-Mobile reception at my work place is infrequent. I sometimes drop off my employee in his apartment complex down the road from my work, and no T-Mobile reception in the apartment complex. To complicate things, I called T-Mobile to exchange my two years old phone for T-Mobile Dash that is going out of fashion for a two years contract. And T-Mobile wants me to pay $99.00 for the phone. I have three accounts with them; one for me and my daughter, and the other one for my wife. Despite years of loyalty, T-Mobile would not even wave the price on an out-fashion cell phone for me. I went through chains of customer service representatives, without success. Is this the service that is rated highly by J.D. Power? We all need to be wary of polling. A friend who has been with Sprint for only four years, got a free Treo from Sprint to replace his old one. T-Mobile cannot match that feat. T-Mobile is behind when it comes to smart phone. If you want a good can- do- all phone, go to ATT, Sprint, Verizon and Alltel. Now that I realized that T-Mobile does not believe in loyalty, I will take my wife, daughter and my subscription out of T-Mobile this summer.
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by HDPLAY May 9, 2008 1:36 PM PDT
I can't believe what that T-mo won all those awards, or what I'm hearing. I have never had service as bad as with T-mobile. I have more dropped calls than I thought possible. Their staff is certainly trying, but they have so little authority to do anything at all. And, they're definitely working off a script, as they're unable to figure out any solution beyond: (1) change your phone; or (2) change your SIM. I'm curious as to what statistics they're using to measure customer satisfaction. I don't call to complain anymore because I'm just used to the dropped calls and inconsistent service.
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by bfdonnelly May 9, 2008 2:42 PM PDT
I have tried all of the major carriers, and T-mobile is almost trouble-free. Support is good. It actually makes me a little sad they're transitioning out of Starbucks. I signed up with them because they were up quickly after Katrina, and they were very helpful to relief crews.
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by joeofkcmo May 9, 2008 4:11 PM PDT
I have had Tmobile for 1year and I am completely satisfied with the services that they offer. I was formerly with AT&T but their prices and services cannot compete with T-mobile as far as I can tell. I have the Hotspot at home and as such have completely eliminated any need for a home phone. Customer service is the best I have seen.
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