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For The Second Year In A Row, Verizon Tops Consumer Reports Satisfaction Survey

Besides their incredible line up of smartphones and tablets, the big reason we are all on Verizon is the pure power of their network. Rarely are calls dropped, coverage is wide-spread and their 4G LTE network is blazing fast. Consumer Reports polled over 66,000 of its members on their service and customer-support experience with both standard and no-contract providers. For the second year in a row Big Red has polled the highest, with AT&T sitting at the bottom of the results. Nipping at Verizon’s heals is the nations third largest carrier, Sprint, with T-Mobile coming in third.

Survey respondents gave Verizon very good scores for both texting and data service satisfaction, as well as staff knowledge. As a Verizon customer for nearly the past 10 years, I could not be happier. The service has done nothing but expand, unfortunately so have the prices – then again you get what you pay for. Three cheers for Verizon, hip-hip-hooray.

Via: ConsumerReports

  • Nexusplz

    with no GNEX and our 4G & Razrs taking a crap I wouldnt hold my breath for this next year

  • Anonymous

    I’m not satisfied with Verizon because they are a bunch of dicks. High prices and poor communication.

    • Paul Nixon

      I hear you.  After my phone broke, I tried to get it repaired or replaced, no dice except for a new contract.  My phone had broken on several other customers, some had it replaced as many as three times.  So, I cancel the account, they shut off the service.  And continue to bill me.  Last month and the month where I used the phone like twice.  I send email, get a reply that makes no sense, and send another mail.  A different person calls back and wants to explain things to me, and to some degree does not agree with the way things were handled and with what the second rep. told me.  Bottom line:  no credit on the prior charges, no reduction on the charges for the current month.  They say pay the full amount regardless of any circumstances.  They will prorate a portion of the next bill I have not been sent yet.  So I say lets just call it quits now and you give me a bill for the current charges minus that credit amount.  They won’t do that.  So they say pay the current charges and when they give the credit back, on the account I no longer have or want…then I can have them mail me a check!  So basically the second (actually the third rep I spoke to) tells me in a slightly nicer way – the contract is what matters – no credit or any other consideration on their part.  I agree totally with your first sentence fully.  That is indeed what I searched for, and lo and behold there it is.  There could be additional statements as to the metaphorical location of its collective head, but no need.  

      When you think about it, the hard-nosed “only the contract matters” and no willingness to negotiate amounts or replacement equipment is what led to this in the first place.  Most any business knows once in awhile you have to bend the rules or perhaps just do the fair or right thing.  Not these guys, at least not with me. 

      Thanks, guys!

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  • Colby Sweet

    I went into one Verizon Wireless store and I asked how much RAM a particular phone had.
    The response: “This phone has 16 of RAM. With an additional 16 GB from the SD.”
    o_x

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  • Christopher Riner

    There’s no way this report was recently.  Unless they made sure to “randomly sample” 66,000 people who werent waiting on the nexus.

    Honestly, tho, even though lately a lot of us have been pissed off at verizon, its just because we want this damn phone and until we have it we’re gonna kick our feet and scream and point our finger at someone.  Kellex is right, tho, Verizon has great strong, consistent coverage and their lte flies (ive heard people say that att’s 4g is faster but we don’t have that around here.  All I know is its rare for me to run a speed test and get much lower than like 18 and 5.  I hit 39 down and 12 up in front of my friend with a 4s (on at&t) and his hit 3 down and .5 up.  It was awwwesome.).  But they’ve had great promos– they’ve let a ton of us rent devices until the nexus came out, offering double on their tiered data plans–I gotta say, it makes me proud that big red’s representin.

  • Anonymous

    Verizon: We suck less than ATT!

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  • Dr. Droid

    I agree VZW supports is phenomenal, I work at Best Buy Mobile and they are by far the easiest to work with when we have to call in.  At&t on the other had you always get someone from India and they always tell you to contact customer support, basically that dealer care is worthless.  It is terrible!

    • Dr. Droid

      Also this is only a poll from Consumer Reports which is terrible imho. (the Consumer Report side of it not the actual poll.)

  • Anonymous

    I agree had verizon since 2002 and it may be pricier than other carriers but I get my moneys worth in service and customer care.

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  • Anonymous

    I love Verizon for their coverage and customer service.  We called once because my little brother racked up $400 in text messages on his phone (our fault because it just is, no excuses)  The Verizon rep wiped the charges and said “We understand, these things happen”.  I was blown away.  They could have stuck that to us but they didn’t.  I have had Cricket, AT&T and TMobile and all would have told me to go pound sand.  I know people can report bad customer service issues with Verizon but I’ve been a customer since 2004 and have had nothing but excellent help from them.  

  • Anonymous

    That is extremely unsurprising.

  • SniperDroid

    Did these folks interview anyone waiting for the Nexus to drop?

  • Anonymous

    we’re not satisfied. they keep giving us bloatware, locked bootloaders and other junk we don’t want. we even get some bloatware on a nexus device. verizon can screw themselves.

  • Anonymous

    I typically have good experiences with Verizon’s customer service reps, but my company’s corporate rep friggin’ sucks!

  • Ryan Becker

    Pretty ironic to see this as the top story while so many RAZR users are shut out of 4G data with a “Sim Card Authorization Error”

    • NotoriousNeo

      The problems of the few are outweighed by the stability of the many. =)

  • Anonymous

    I’ve had Verizon for about 3 years (my wife for 7) and other than yesterday I’ve never had to deal with customer service.  When Amazon was having all of those smartphone for a penny sales I decided I would switch to Sprint to pick up a Galaxy II and see how it went. The phone came within two days and I got on the horn to switch my number. I was on the phone with some lady that obviously wasn’t a native English speaker and could not figure out how to switch it over. After about 45 minutes  waiting for her to figure it out another guy came on and started asking me the same questions as the previous lady. At that point I told the guy not to transfer my number and that I wanted to cancel the account. Good to go, right? Yesterday morning I fired up the OG Droid and low and behold, no service. Sprint decided to transfer my number after all. Anyway, I was on the phone with Verizon trying to get it back and was very happy with the service I got. They were able to get it back without a hitch. Probably not the same service as everyone gets, but it was enough for me to want to stay with them. 

    • http://steamcommunity.com/id/cylestia Cylestia

      I have to admit Verizon probably has the best CS I’ve ever dealt with. They are mostly knowledgeable (unlike the in-store employees. And if they don’t know something you’re quickly transferred to a tech) and will often hook you up with bonuses.

      Like I got a phone CS rep to exchange my 7 month old Xoom for a Galaxy Tab 10.1 after I complained that the LTE upgrade wasn’t available. Even the manager of the corporate store I made the call in was stunned. Also, my father got an upgrade almost a year early (plus around $80 of free accessories) when his phone broke and wasn’t insured (couldn’t be replaced anyway, it was an eNV.) 

      I have to say, I’m quite pleased with the service I’ve gotten, even if the prices aren’t the best. But like others have said, you get what you pay for.

  • Anonymous

    Obviously these polls don’t take into account opinions on tethering fees, bloatware, needless device release delays, unlockable bootloaders, etc.

    • NotoriousNeo

      Uh, duh, because of the small percentage of people that actually care about care about that shit (see: you). 

    • http://twitter.com/Sandelb Kent Blackwell

      Be extremely careful what you wish for. What happens when your dumb friend who doesn’t know a thing about technology bricks his phone because he heard you could get free internet from your smartphone? Now multiply that by about 20 million. Verizon in turn has no choice but to go bonkers on device security and lock down the living shit out of new phones. 

      Frankly, I am more than happy for our vocal minority to remain in the minority. 

  • Anonymous

    Good coverage huh? Neither of my parents houses get cell reception from Verizon, (I like in a normal size area) and I get spotty connection everywhere. I still don’t get 4G for my ThunderBolt and I live in Northern California. 

    • Greg Williams

      In the sierra’s?

      • bigrob60

        Redwoods. It’s where they filmed return of the jedi.

      • Anonymous

        No. An urban city. Redding, CA. 

    • Anonymous

      My connection where I live is great!

    • Anonymous

      My connection where I live is great!

  • Anthony Vella

    I am assuming they paid off the survey respondents in such way because last time I filled out a survey at Verizon they kicked me out for saying such bad things. 

    • Granted

      I agree, but I’m confused, you filled out a survey in the store and they kicked you out? How did they know what you wrote down, I’m really confused?

    • Granted

      I agree, but I’m confused, you filled out a survey in the store and they kicked you out? How did they know what you wrote down, I’m really confused?

    • Granted

      I agree, but I’m confused, you filled out a survey in the store and they kicked you out? How did they know what you wrote down, I’m really confused?

  • Anonymous

    I agree with everything written except for employee knowledge. They know next to nothing. I went into 3 different stores and asked 6 employees about the extended return period for smartphones. None of the 6 employees knew anything about it until they asked their superior. 

    • Anthony Vella

      And yet they hire these idiots over someone like me who actually knows every detail in and out of how the plans at Verizon work…

      • Anonymous

        I hear you, I applied for a job there too in the past. Product knowledge apparently doesn’t matter at Verizon. But I will admit I’m very happy with my service, especially the grandfathering in clause for my unlimited plan. People on AT&T aren’t so lucky. 

        • Scott Marvin

          that grandfathering in clause won’t last forever. Eventually they will even make us pay for the data. which is when I will either switch to a different carrier or go back to using a flip phone.

          • Anonymous

            True enough, I don’t doubt that, but I have to wonder if there will even be flip phones shortly. I was in a Verizon store recently with my father who wanted to buy a new phone and went to look at their “feature” phones. There were 3. That’s it. I think Verizon really is alienating an entire population segment by doing so. 

          • bigrob60

            You can always go to virgin mobile or one of the small carriers. I can use VZW phones on Metro POS uhhhh PCS. Since they piggy back off of VZW.

      • Anonymous

        Thats the reason, you know too much. If they hire someone that knows how everything works, there going to lose money. Why? because they’ll give advice and info Verizon doesn’t want given. They want “pawns” that they can control, knowledge given by them only, not knowledge known by experience or otherwise. Believe me, I know how corporations work, its all about the greenbacks, they don’t care about anything else.

        • Anonymous

          Truer words have not been spoken on these comments….

        • Anthony Vella

          Exactly, its sickening… I want to go to my local store and on the sidewalk just stand their with a sign and fliers telling people what is a scam etc to make them lose money and since its a sidewalk, its public grounds and they can do NOTHING. :P They deserve to lose money, scamming us and ruining Googles dream of the cloud by pushing bullsh*t tiered data.

          • Barbarrino

            HAVE YOU BEEN TO AT&T or any of the other carriers? Verizon is the best by far. Service…Service is what matters and Verizon has it. Otherwise you have another AT&T IPOD.

        • Ccraig7925

          Its a conspiracy just like there was a second gunman on the grassy nole and OJ really didn’t do it.

    • Anonymous

      True that man! When I went in to make my GNEX appt today, the guy kept going to the manager and asking him what I was telling him. The one thing they do know is the Droid! I promise you that. Oh and the iphone!

    • Granted

      Yeah, employee knowledge…..haha! All the Verizon reps I’ve dealt with are absolutely clueless! They are only about selling to new customers, at any cost, including lying their assess off to get you to buy something.

  • Jimmy Smith

    This is really depressing, since they started expanding the LTE coverage, where i live the service has become untolerable, out data goes in and out all day so much so that I just keep it off and pray where I’m at has open WIFI. And I just counted i had 16 calls today 6 of with dropped, and that’s not counting calls that dropped b4 the first ring. In march I will have to deal with poor phone selection and move to US Cellular for now.

  • Anonymous

    Maybe they can celebrate by announcing the Galaxy Nexus release date tomorrow?

  • http://www.facebook.com/japultra Jason Nguyen

    You get what you pay for!

  • Guest

    US Cellular ranked #1 among all carriers but Verizon was #1 of the major 4

    • Christopher Riner

       And did you hear that U.S. cellular turned down apple’s offer to pick up the iphone?  They said they weren’t going to pick it up because until it was 4g, they didn’t consider it a smartphone :P

      gotta slap them an up high, and down low for that one.

  • Anonymous

    Wow, did I get a first?…..  While I love the Verizon phones and their coverage, it is a sad world out there knowing that “this” is as good as it gets.                                                                             With all of my Verizon gripes, the other companies must be run like a prisoner of war camp to get scores lower.

  • Anonymous

    Worth mentioning, in the same issue, they again had to not reccomend the iClone due to not permanently fixing anntenagate issues. Too funny.

    • babadush

      Haha 2 years running

  • Kaufkin

    Truth!

  • Greg Williams

    And that’s why, even though it took a while for the Galaxy Nexus to be announced, no one (including myself) is going anywhere! 

    Thanks VZW for not dropping my calls and still providing unlimited data (grand daddied of course)