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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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RE: LOL @ AT&T
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.


RE: LOL @ AT&T
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.


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