Print 40 comment(s) - last by Deathtwinkie.. on Dec 9 at 11:12 AM

  (Source: AT&T)
Touts Better Business Bureau "A" rating

Yesterday, Consumer Reports released the results of a wireless carrier customer satisfaction survey that was not too favorable for AT&T. In fact, the nation's second-largest carrier ranked dead last, and was the only carrier to drop significantly in score.

Today, AT&T is on the offensive, countering the CR survey with a press release touting the carrier's "A" rating with the Better Business Bureau.

According to AT&T, the company has logged the fewest number of complaints and has the lowest complaint rate with the BBB out of the four major wireless carriers. AT&T has even put together another color-coded graph, similar to the one provided in its "fastest-network" claim, which charts the results without calling out any of the other carriers by name.

AT&T says that wireless customers log more complaints with the various BBB's each year than any other entity, including the Federal Communications Commission. Thus, the argument goes, having a complaint rate that is 34% lower than the nearest competitor (Verizon) means that AT&T's services are better. 

When doling out scores, the BBB evaluates companies based on 17 categories which include accreditation (which AT&T has and pays for), how the company responds to consumer concerns, complaint history, and "the truthfulness of its advertising claims."

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By Quadrillity on 12/8/2010 8:09:30 AM , Rating: 2
I really think AT&T service satisfaction is dependent on your geographic area. I live in a place where coverage is great, and free from overcrowding. Places like central Florida however, is a different story. The towers are overburdened, even though coverage is good. I have traveled all over the eastern coast, and have had great coverage and call quality.

I have never really had a problem with customer service. It seems like the biggest complainers are the ones that don't know which buttons to press with CSR's. You have to be stern but polite.

For example: I have a phone that had software issues a few years back. I called in a requested a replacement. They sent it overnight shipping, with free return shipping also. I had them replace the phone again, since this one did the same thing. After the third attempt, I called AT&T and politely told them that they would now send me a NEW phone of a different model. I didn't ask; I told them what they were going to do, and they did it. Long story short, I payed for 2 samsung flip phones, and ended up with two new blackjacks (again, this was years ago).

Also, it has a LOT to do with what cell phone you have too. Learned that when I went from Motorola to Samsung. Those of you out there that complain about AT&T's network and have an iPhone: IT'S YOUR PHONE, End of story lol.

By Anoxanmore on 12/8/2010 8:11:59 AM , Rating: 2
AT&T: My name is AT&T you killed my Consumer Reports Ratings, Prepare for my BBB Ratings!

Verizon: LOL,U MAD BRO?


By dayanth on 12/8/2010 9:20:30 AM , Rating: 5
My name is AT&T Montoya... you killed my Consumer Reports Ratings... Prepare to Die!

By Anoxanmore on 12/8/2010 1:08:49 PM , Rating: 2

I have failed this time with my princess bride quotes.

I promise it won't happen again.

By Samus on 12/8/2010 2:30:46 PM , Rating: 2
You know their desperate when they're siting a government agency.

By cerx on 12/8/2010 2:59:47 PM , Rating: 2
BBB isn't government ...

By name99 on 12/8/2010 5:11:47 PM , Rating: 3

Consumer Reports is a genuine consumer advocacy group.
BBB is a bunch of shills for corporations.

Which one are you going to believe?

By Deathtwinkie on 12/9/2010 11:12:08 AM , Rating: 2

By Dr of crap on 12/8/2010 8:49:31 AM , Rating: 3
I don't understand all the talk about customer service and cell carriers.
Do you people call you customer service everyday or something?
In a year I might call customer service once, and I don't decide if I like my cell service by what might happen when I might talk to them.
Dropping calls and not getting reception is the way to determine if the carrier is good.

By Solandri on 12/8/2010 12:59:53 PM , Rating: 4
If your carrier's customer service is good, you call them about once a year.

If your carrier's customer service is bad, you call them 3-5 times a year. For the same problem.

Typically, I also run into only 1-2 problems a year which warrant a call to customer support (other than for changing plans or changing phones). Back when Sprint sucked, each of these problems needed 3-5 or more calls to resolve. Lately, they've been able to fix the problem with a single call.

It's really a measure of how helpful their support is when you have a problem. Not a measure of how many problems you have with them.

By retrospooty on 12/8/10, Rating: 0
By bug77 on 12/8/2010 9:29:00 AM , Rating: 3
It depends on the country, too. For instance, AT&T reports zero incidents in the EU. How's that for a spin?

By Quadrillity on 12/8/2010 10:02:39 AM , Rating: 2
Well, from my experience, there is not a single "golden" provider. There all fall short in one area or another. All that matters is that you find the one that works for you. AT&T happens to work great for me, so I'm sticking with them for now. It's kinda like the Ford/Chevrolet or Mac/PC argument.

By triadone on 12/8/2010 12:19:00 PM , Rating: 2
I agree with this in re: to the network and geography commentary. My wife and I switched to the iPhone in 2007 after years with Verizon. Verizon had been largely usable in the midwest and upstate NY. When moving to FL we found our service would drop out in certain areas. When switching to ATT for the iPhone our service was great in all the areas Verizon had dead zones. That said, when I did have to rely on Verizon's customer service it was pretty horrendous. As in, "We've damaged your credit rating for 2 years because not only did we not know how to manage your account correctly, once we realized we had worked in error, we were apparently blind to our past actions and didn't know how to fix it." We will see how Verizon's iPhone offerings boil down. If they come with any of Verizon's spamware apps installed I'll consider it only with the possibility of a jailbreak and deletion of the offending app(s). This last issue was perhaps my greatest gripe with Verizon, how they perpetually would strangle the capabilities of a device to force you into their overpriced services via their network.

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