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  • Customers Rate AT&T Worst Carrier in US

    A Consumer Reports survey of wireless users in the US (subscription required) ranked AT&T dead last among major carriers in terms of quality. Most of the 50,000 people surveyed in 26 cities gave AT&T low ratings in such categories as service availability, circuit capacity, dropped-call frequency, and voice service. Adding insult to injury is the fact that Verizon Wireless - which has been hammering AT&T in its "there's a map for that" ad campaign - came out on top.

    The survey results come at a time that industry press is abuzz with reports that AT&T is on the verge of losing its exclusive arrangement to carry the iPhone in the US. Verizon - the #2 carrier in the US in the number of customers - has been widely rumored to be under consideration by Apple, though Verizon's CDMA network is not compatible with the iPhone's current hardware. AppleInsider reported today on speculation by an industry watcher that the iPhone might go to T-Mobile in 2010, which uses GSM technology like AT&T's, though in a different frequency that would require Apple to roll out a slightly modified phone. And even though Qualcomm has announced plans to release a hybrid chip that would enable the iPhone to use both AT&T and Verizon's networks, it's unlikely that it would be available until the end of the year, and would come at a significant cost premium. A phone capable of accessing T-Mobile's UMTS/HSDPA 3G network would presumably be available sooner and at costs comparable to the current line.

    A story in the Wall Street Journal's AllThingsDigital detailed Consumer Reports' finding that AT&T had the worst overall consumer satisfaction in 19 of the 26 cities where people were surveyed. Verizon, meanwhile, ranked first in all 26 cities. This is the second time this year that AT&T has gotten slammed in a customer-service survey: in May, the American Customer Satisfaction Index report ranked AT&T third out of the big four U.S. wireless carriers due to "complaints about slow and spotty performance." Verizon won that one, too.

    AT&T - perhaps understandably - dismissed the results. When AllThingsDigital contacted the carrier for its response, it had this to say:

    We appreciate and value all customer feedback. We learn from it and it helps us serve our customers better. Without question the surest indication of customer satisfaction is churn, or turnover. For the last quarter, our postpaid churn was just 1.17 percent.
    It should be interesting to see if this number changes when AT&T is no longer the exclusive iPhone carrier in the US.

    image via Consumer Reports
    This article was originally published in forum thread: Customers Rate AT&T Worst Carrier in US started by Paul Daniel Ash View original post
    Comments 116 Comments
    1. szr's Avatar
      szr -
      Could anyone with access please post a better quality image of that survey, the one in the first post really is difficult to read (aside from the carrier names.) I really don't want to buya subscription just to see one image. Thanks.
    1. KartRacer's Avatar
      KartRacer -
      Quote Originally Posted by LanCo Rider View Post
      lmao... You sure are passionate about your cellular knowledge.

      What a bitter, sad man you are.

      Have a great day!
      I'm not bitter, you just don't have common sense apparently. I loved AT&T when I lived in Atlanta, they were second to none in terms of coverage and speed. Go outside a city and you are SOL for coverage and speed. You are in a highly populated area and you obviously can't make the correlation so I made it for you. But you're just wrong, and a typical response is an insult.
      I have to agree with KartRacer

      One of the first things I thought when I saw AT&T's woefully unfunny and uncreative response to the VZ ads was, do they really think their customers are that stupid?
    1. quidam_brujah's Avatar
      quidam_brujah -
      Huh. I didn't think AT&T would rate that low...
      Too bad... I've had AT&T, T-Mobile and I really didn't find that much difference between them. I'm in Chicago and I travel extensively around the US and internationally. The only network I had a problem with was when Nextel before the Sprint acquisition. And that's the reason I have avoided Verizon and Sprint when possible since they are CDMA and not very compatible with the rest of the world (who wants to have a 'special' phone for roaming to Europe, the Middle East or SouthEast Asia?)

      And, actually, the rollover thing has helped me a lot: my wife added her mother and sister to our plan and with the 'bursty' nature of my travel, we've managed to stay on the same plan and use the rollover feature as a buffer: in a month or two where I travel a lot, we use a lot of those rollover minutes, in the next month when I don't the buffer is replenished.

      So far, AT&T works for me.
    1. mainc21's Avatar
      mainc21 -
      Quote Originally Posted by C1KK View Post
      I'd choose AT&T over Sprint any day, Sprint is the only phone company I've ever had to call and literally yell at, not just bad phone service but WORST customer service!
      yeah, i second that. When I was with Sprint, I was being charged like almost 300 dollars a month for 2 phones under family plan. And the sad thing is they would say my bill shouldn't be that high, but they could never figure out why my bill was so high, so I gave up on them and went to AT&T. I haven't had any problems and i still have family plan.
    1. slurfius's Avatar
      slurfius -
      My AT&T service sucks. If my Dad wasn't an AT&T line tech I would get something else. But we get a good discount so I just keep them and continue to ***** about the network.
    1. Megum07's Avatar
      Megum07 -
      Actually funny thing is during that customer service survey Att was actually experiencing an outage in several major us cities. They were in thr middle of fixing it, but if someone calls customer service telling them to make their phone work, they can't if it's a tower issue, it's being fixed. So being told that, the customer gets pissed, snd rates bad serveys. And don't tell me that other companies don't have outages, cause they sure do.
      Att customer service is pretty damn good, never had a problem, if you call and someone sucks, just call back again to grt someone else. I've spoken to other carriers and usually get crap, attitude, it's just awful.
    1. szr's Avatar
      szr -
      @Megum07: yeah I used to have Verizon up until last June and they've had plenty of outages that I can easily recall. Also, I've found Verizon's customer support to be abso-fing-lutely atrocious, with the worth attitudes I've ever dealt with. I've found this to be in stark contrast with AT&T's support personel which were polite and helpful everytime I dealt with them. For either carrier, this goes for both over the phone and prople in their stores, btw.
    1. rico002's Avatar
      rico002 -
      this surprises me, i have nvr had a problem with att plus i get 25% off my bill everymonth. im perfectly happy with att
    1. TheDirtyDiddler's Avatar
      TheDirtyDiddler -
      I have AT&T in a well-populated area in CT and MORE than HALF of ALL my calls are dropped, and within the first 2 minutes usually. This is particularly fun when dealing with any kind of automated service. I just love to start over =)
    1. quidam_brujah's Avatar
      quidam_brujah -
      I guess this whole thread just goes to show that 'your milege may vary.'

      I like AT&Ts new iPhone app to report problems. Now, whether or not they actually do anything with it...

      Do the other carriers have any app like that? I would think if you really were concerned about quality, you'd take the input, map the issues, do some planning and fix things. But, I could be wrong.
    1. davesnothere11's Avatar
      davesnothere11 -
      AT&T rocks. I've always got great tech support with the few issues I've ever had and we get great reception. In fact right now I'm at a remote cabin 250 miles north of anchorage in Alaska getting ready to ride snowmachines.
    1. tellytel's Avatar
      tellytel -
      ive never had any problems with the att service. Its not att with the problem. I ve noticed that ive only ever had dropped calls on the iphone. My wifes phone NEVER drops calls. So im hoping apple fixes this cause att is getting a bad rep when its really not there fault.
    1. E4LIFE's Avatar
      E4LIFE -
      No problems with ATT in Houston...No need to ever call customer service...NOW SPRINT IS FULL OF SH*T DOWN HERE....I just got tired of talking to someone on the other side of the world about my acct. in America
    1. confucious's Avatar
      confucious -
      Please don't shout.
    1. E4LIFE's Avatar
      E4LIFE -
      You throw a stick into a pack of dogs,one of them will holla.