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
12/8/2010 12:19:00 PM
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.
"A lot of people pay zero for the cellphone ... That's what it's worth." -- Apple Chief Operating Officer Timothy Cook
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