With the newest JD Power study out and with T-Mobile taking another fourth place finish, there are two separate issues here. The first is taking fourth place and why with all the changes T-Mobile exec team has attempted to instill over the last six months internally, hasn’t the needle hasn’t moved at all? The second question is how on earth does T-Mobile lose out to AT&T? Save for Comcast, I’ve never dealt with a more frustrating company than AT&T’s customer care department.
The first volume of the 2013 Wireless Customer Care Full-Service Performance Study was conducted based on responses from 7,332 wireless customers during a period covering July through December 2012. The study is based on the experiences of current customers who contacted their carrier’s customer care department within the past six months.
What gives T-Mobile, when will we see a customer care turnaround?
The full report follows at the JD Power link below.