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  • AT&T Worst US Carrier, Again


    For the second year in a row, Consumer Reports has rated AT&T lowest in customer satisfaction. Based on a survey of almost 60,000 customers - half of them Phone users, AT&T got the lowest possible rating in every single category of the survey except for texting. AT&T was also the only carrier to see a significant drop in overall customer satisfaction, according to a blog post announcing the findings.

    58,000 Consumer Reports readers were surveyed about the US big four - AT&T, Verizon, Sprint, T-Mobile - as well as U.S. Cellular, which covers the Pacific Northwest, the Midwest, parts of the East Coast and most of New England. U.S. Cellular actually got the highest ranking of any of the providers, with a score of 82. Verizon was second with 74, followed by Sprint with 73, T-Mobile with 69, and AT&T bringing up the rear with a lowly 60.

    AT&T scored the lowest possible ranking in eight of the nine categories, including overall value, voice service, data service, support via phone, support via website, support via e-mail, staff knowledge, and issues resolved. In the only other category - texting - the carrier managed to get the next-to-lowest possible score.

    Consumer Reports says that half of the AT&T customers surveyed were iPhone users, and were overall much less satisfied with AT&T than other customers. AT&T iPhone users especially rated their data service lower than owners of smart phones on other carriers. Paul Reynolds, the electronics editor at Consumer Reports, noted that "an iPhone from Verizon Wireless, which is rumored, could indeed be good news for iPhone fans."

    Last year's survey also had AT&T coming in last, though with a considerably better showing. The overall score was 66, and that was before AT&T made major investments in infrastructure this year to improve its service.

    Source: TUAW
    This article was originally published in forum thread: AT&T Worst US Carrier, Again started by Paul Daniel Ash View original post
    Comments 91 Comments
    1. blkcadi's Avatar
      blkcadi -
      Huh, go figure...............................no surprise to most of us.
    1. Gyngabread Man's Avatar
      Gyngabread Man -
      sucks for at&t i actually have flawless coverage in hawaii
    1. chi_towner1's Avatar
      chi_towner1 -
      ouch!honestly it ok i mean i haven't had any probe with them at all....in fact i usually get hooked up....i remember that my activation fee was waived, i got 2 free cases when i got my iphone4.....idk to each their own....
    1. wrecked77's Avatar
      wrecked77 -
      I must be lucky.. I've never had an issue with att.. My service has always been good..
    1. coolguy742's Avatar
      coolguy742 -
      no surprise there, i'm on US Cellular and get 5 bars where my fellow techies get 1 or no bars! Only thing I hate about USC: NO IPHONE ON THE BEST CARRIER, WTF!
    1. Hugocasbis's Avatar
      Hugocasbis -
      Quote Originally Posted by Paul Daniel Ash View Post


      For the second year in a row, Consumer Reports has rated AT&T lowest in customer satisfaction. Based on a survey of almost 60,000 customers - half of them Phone users, AT&T got the lowest possible rating in every single category of the survey except for texting. AT&T was also the only carrier to see a significant drop in overall customer satisfaction, according to a blog post announcing the findings.

      58,000 Consumer Reports readers were surveyed about the US big four - AT&T, Verizon, Sprint, T-Mobile - as well as U.S. Cellular, which covers the Pacific Northwest, the Midwest, parts of the East Coast and most of New England. U.S. Cellular actually got the highest ranking of any of the providers, with a score of 82. Verizon was second with 74, followed by Sprint with 73, T-Mobile with 69, and AT&T bringing up the rear with a lowly 60.

      AT&T scored the lowest possible ranking in eight of the nine categories, including overall value, voice service, data service, support via phone, support via website, support via e-mail, staff knowledge, and issues resolved. In the only other category - texting - the carrier managed to get the next-to-lowest possible score.

      Consumer Reports says that half of the AT&T customers surveyed were iPhone users, and were overall much less satisfied with AT&T than other customers. AT&T iPhone users especially rated their data service lower than owners of smart phones on other carriers. Paul Reynolds, the electronics editor at Consumer Reports, noted that "an iPhone from Verizon Wireless, which is rumored, could indeed be good news for iPhone fans."

      Last year's survey also had AT&T coming in last, though with a considerably better showing. The overall score was 66, and that was before AT&T made major investments in infrastructure this year to improve its service.

      Source: TUAW
      I don't know who they where talking too cause my friends and I have never really had a problem with at&t
    1. StealthBravo's Avatar
      StealthBravo -
      No problems with AT&T here.
    1. jjr3211's Avatar
      jjr3211 -
      I have been with AT&T for 6 years now and I have had no problems I have very good coverage in my area.
    1. steve-z17's Avatar
      steve-z17 -
      I haven't had any issues with them. Sucks if people really are having issues with them and they're not doing anything to change their CS.
    1. Cer0's Avatar
      Cer0 -
      Never had any issues with ATT's service that was out of the way. Also had great support and service from the ATT store which I go to.
    1. jdm.accord's Avatar
      jdm.accord -
      Quote Originally Posted by StealthBravo View Post
      No problems with AT&T here.
      This. They've been great to me for 2+ years. Not to mention the annual upgrades for my iPhones (since I pay more than $100 total on my bill per month) and solid 3G all over my area (eastern NC).

      I also have T-Mobile on another (work) line and I have to say they have amazing customer service. Seriously friendly people no matter what you're dealing with.
    1. Be Expressive's Avatar
      Be Expressive -
      5 years of great service for me
    1. John1177's Avatar
      John1177 -
      I have at one time or another had sprint,tmobil and I gotta tell ya, ATT is still the only one that consistantly has given me the best service and by far the best coverage. My only complaint with ATT is that they still have not gotten DSL coverage to my part of the world..
    1. njr1489's Avatar
      njr1489 -
      AT&T has it's deadzones here in NY but I'm shocked it's not T-Mobile that's the worst. I do get a lot of calls dropped even if I have full bars though.
    1. athleticswimmer's Avatar
      athleticswimmer -
      Quote Originally Posted by njr1489 View Post
      AT&T has it's deadzones here in NY but I'm shocked it's not T-Mobile that's the worst. I do get a lot of calls dropped even if I have full bars though.
      T-mobile rocks! whatcha talkin bout? I've had tmobile for 2 years now and its cheap, great customer service, and most of all good quality, not to mention 4g speeds. but ofcourse everyone haz there opinions.....
    1. MXCO's Avatar
      MXCO -
      I love AT&T.
    1. mr117's Avatar
      mr117 -
      I've been with AT&T since they merged, what, six or seven years ago? Pretty much no issues anywhere on the West Coast, and when I travel to the East (Penn. and NJ), no issues there. I really don't have much respect for Consumer Reports and its findings.
    1. tudtran's Avatar
      tudtran -
      Lol. Tell me something I don't know.
    1. ~Steve Jobs~'s Avatar
      ~Steve Jobs~ -
      no problems here with at&t
    1. zeroskater61's Avatar
      zeroskater61 -
      WTF who did they interview?
      So far from what I've read here everyone with AT&T is doing just fine including me... Am going on 5yrs with AT&T and it's been flawless service since day one. Never got a dropped call missed a call,text,email what ever. And I've received 2 free very exspencive phones for being such a good customer. If you tell me those who did the survey mustive been fake AT&T users. Well at least some of them :-/