AT&T Responds to Poor Consumer Reports Showing
December 8, 2010 7:29 AM
comment(s) - last by
Touts Better Business Bureau "A" rating
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
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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RE: LOL @ AT&T
Dr of crap
Dr of crap
12/8/2010 8:49:31 AM
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.
RE: LOL @ AT&T
12/8/2010 12:59:53 PM
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.
"And boy have we patented it!" -- Steve Jobs, Macworld 2007
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