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Verizon Wireless Leads Industry in Customer Care According to J.D. Power and Associates

For the 2nd straight J.D. Power and Associates study, Verizon Wireless has taken the crown for best in the industry when it comes to customer care. Their score of 762 was 10 points higher than the overall industry average which is based on feedback gathered from customers who recently contacted carriers in a service capacity.

Congrats, Big Red. Now, we ask you, the readers of Droid Life who are for the most part, die-hard VZW customers. How would you rank their service?  

Verizon Wireless Customer Care Leads Industry In Latest J.D. Power And Associates Study

Wireless customers across the country have spoken. According to the newest J.D. Power and Associates study, Verizon Wireless offers the greatest customer care among full service providers in the industry.

Today, J.D. Power and Associates announced the results of its 2012 Wireless Customer Care Full Service Study℠ – Volume 1, and Verizon Wireless once again ranked highest in customer care among the national full service wireless providers.

Verizon Wireless outperformed the competition and emerged as an industry leader for the second consecutive study (the last study was issued in July 2011: see results here). In the most recent study, Verizon Wireless received a score of 762, 10 index points above the overall industry average.

Speaking of the award, John Bianchi, vice president, customer service operations, said, “Our goal is to provide an outstanding overall customer experience, and we’re thrilled that our customers have once again rated Verizon Wireless’ customer care the greatest among national U.S. wireless companies. We prize the industry-leading loyalty of our customers and will continue to develop our people and technology to serve our customers better and make it simpler for them to manage their wireless lives.”

These results are based on feedback gathered from wireless customers who recently contacted their wireless service providers by phone, in stores or online. Interviews were conducted by J. D. Power and Associates between July and December 2011.

  • Ksanks

    I guess as long as they can deny any wrong doing with your account as long as they possibly can until you’ve requested to speak to a manager’s manager to being transferred to tech support to their manager until they finally apologize only for the wait time, refuse to admit they’re system messed up in the slightest, but say they would remove the unnecessary charge from your account; there might be customer service in that. For a total of 3 hours wasted fixing a $25 dollar charge that shouldn’t have been on the bill. 

  • Anonymous

    Verizon is the #2 company?  (Probably behind walmart in the evil category).  I agree with others that say that this doesn’t mean they are good but the industry is seriously lacking.  The retail locations I have dealt with (in NJ, PA, & VT) have all been “sales people” who aren’t really interested in what you are looking for but selling you the phone you will get the most commission on.  Almost 9 months ago, I talked with someone in a store who was about to buy a thunderbolt here in VT for the LTE.  They sounded surprised when I informed them that there isn’t (and wouldn’t be) LTE in VT for about 2 years.  The rep stated VT markets would be on within a month or two and 9 months later and we still don’t have any LTE.

    Unfortunately, like most all of the cell phone companies, they lock down your phones.  This is the only “computer” where you are tied to being forced into locked down hardware.  You can reload Windows without the pre-installed crap and still retain support & warranty for your home computers.  The minute you load a fresh rom of android only on your phone, verizon stops supporting you.  They need to get out of (and stay out of ) the software market.  Every phone should be customized only by the manufacturer so they can differentiate themselves from each other and the cell phone companies should stay out of it.  Verizon loads 50-100+mb of useless crap on phones that cannot be removed withotu voiding their warranty/support.  This limits the ability to utilize the phone to its fullest capability.

    Verizon’s phone support is nice but I’ve never had them actually address an issue without problems, especially billing ones.  I’ve been with them since before VZW existed (1997) and hate the company but I’m stuck.  Coverage and phone service is my primary need so in order for me to play, I have to play with the devil.

  • Spudnik0382

    It’s amazing to me how many people bitch about price. Everyone thinks they deserve something free. If you don’t like the price or can’t afford it then you don’t get the best network. You can’t walk into a store and demand the best product at the lowest price. We surely live in the “Bama” age where everyone wants a handout.

  • Anonymous

    I Never Ever had a problem with VZW Customer Care (That is what this about right) and having had numerous issues with TMobile and ATT long ago, I would say the Award is well deserved.

  • http://profiles.google.com/adamtruelove Adam Truelove

    As a company, they are greedy, and pure evil.  EVERYTHING costs WAY more than it should. But I’m never had anything but good experiences with their customer service and tech support.

  • Anonymous

    I’ve been with VZW since 2000, and have been really happy with them. They are pricey, but they have a lot of features that make my life easier.

  • http://www.facebook.com/profile.php?id=1027037089 Micah Roy

    They ALL have piss poor service.  A few percentage points one way or the other does not make one better.

  • Anonymous

    So let me get this straight:
    They get a score 1.3% higher than the overall industry average and that makes them the #2 company?  That’s great but it’s not like you are light years ahead of the competition.

  • Matt

    Try AT&T for a while then you will realize that Verizon really does do a great job and have the best products and services and as a plus

  • Lyric Motionless

    I have had Verizon for almost 6 years. I haven’t had one thing to complain about with their customer service. The few times that I have dealt with the customer service, have been more than good- in store or over the phone. 

  • http://twitter.com/chisox05matt Matt Zwirn

    Does anybody remember VZW trying to add a $2.00 charge to pay your bill, even though they didint go through with it . For me at least does not make everything fine and dandy.

  • Deltaechoe

    They nickle and dime us to death just like every big carrier in the US (and probably other countries too) but at least they have a good network to back it up and let us long time customers keep our unlimited data plans.

  • Amarao

    I always get good signal pretty much wherever I go. However, every time I talk to billing they are actively trying to rape my wallet. Data plans mysteriously disappearing so they can charge per MB, or suddenly sending me two months worth of bills at once and saying that they were billing a month in advance, even though it never once happened before in the 10+ years I’ve been a customer.

    Things get resolved in the end, but they sure make you work for it.

  • Anonymous

    Their customer service and the value they offer for the money are two totally different aspects of their business. One one hand this is a company I pay $300 a month- if I didn’t have people paying for their own lines that figure would be simply staggering. On the other I’ve gotten free upgrades without even asking more times than I can count. Their retail employees (with one exception I can think of) are imbeciles who would rather sell you something you don’t need than fix your issue, but their phone support is helpful and friendly 90% of the time.

    • Philip A. Kaiser

      *611 is my favorite number. I can’t stand my local store though. Commission ridden idiots.

  • Zach

    Coming from someone who designs cell phone networks everyone who thinks any network, Verizon or not, doesn’t try as hard as possible to provide the best service to their customers is out of their mind! Or think the engineers say “wow I can’t wait to screw all these customers” in their design? If you don’t know what CDMA, LTE, GSM, WiMaxx or what the real difference between 3G and 4G without reading wikipedia, you should suck it up and quit complaining.

    • Anonymous

      you are definitely mad, bro.

      • Granted

        No, calculator had an astute observation that rings true. You just recycled old garbage at a piss poor attempt at being witty.

        • Anonymous

          My reply wasn’t even to him and lighten up, life ain’t that bad.

          • Azndan4

            You mad bro?

    • Calculatorwatch

      Trust me, I don’t think anyone is saying the engineers are the problem. I’m sure you guys are doing a great job. It’s more like the corporate bureaucrats and such who say, “Wow look at these profits! Instead of investing it all into expanding our network and providing the best value for our customers let’s invest just enough to keep our network above the competitor’s and the rest into advertising and locking down the network and bribing government regulators so we can continue to rape our customers for profits like this!”

    • Philip A. Kaiser

      Peoples frustration is at the company, not so much the employees. I am married to someone whom works for an airline. I love her and her co-workers , yet we all hate what her airline has become. Can’t yell at the ticket counter for bag fees, can’t yell at the mechanics when they have no parts and delay you. Can’t yell at the stewardess for charging for cheese and crackers, and no point in complaining to the pilot over fuel surcharges. Same team, but they are not the problem.

    • http://www.facebook.com/profile.php?id=1027037089 Micah Roy

      With all due respect to you as an engineer(?), our problem is with a company that:

      1) Now charges us twice for tethering.
      2) Will not unlock bootloaders.
      3) Really doesn’t encourage phone manufacturers to put their best hardware in flagship devices, and instead sells to the middle.

  • http://twitter.com/Belatukadro Justtyn Hutcheson

    I hate the prices as much as the next guy, but the coverage (almost) makes up for it.
    As for customer care, I’ve had nothing but nice, overly apologetic techs and CS reps.  I’ve found that being calm but firm will get me exactly what I need, and most CS reps appreciate that and have gone out of their way to help me.  
    For in-store, I only go in to make a handset purchase and leave, or to play with a phone I think is cool.  May go elsewhere from now on though, the last time I let an in-store rep touch my pretty new Bionic, he got my number stuck in a switch for over a week and tore up the area behind the sd card while trying to get out the SIM card.
    Just my personal experience though, take it for what its worth.

    • DBK

      Agreed. I have had a great experience with their customer care. They have always been helpful and managed to accomplish whatever needed to be done. In-store is another matter though. For some reason they always manage to make things worse. They messed up my friend’s Bionic, too, when he brought it in.  Like you, I go in to grab what I need and leave or to play with the latest device.

      • Philip A. Kaiser

        I hate going in the store. I deal with the *611 folks almost exclusively.

  • ddevito

    this just goes to show you how poor AT&T, Spring and T-Mobile are

    • Anonymous

      Just goes to show you that Sprint is tied with Verizon and you spelled Sprint wrong

  • Anonymous

    For all you complaining, whiny BITCHES

    http://www.youtube.com/watch?v=8r1CZTLk-Gk&feature=youtube_gdata_player

    If Verizon sucks so bad, make your own cell network…

    • ddevito

      they don’t suck, but as consumers we have the right to complain when they charge so much damn money a month.

      • Pflicker83

        People in life need to act your wage. If you can’t afford a premium cell phone company there is always pre paid. You knew what you were signing up for. A lot of people would love to have BMW’s but we don’t complain because we can’t afford then we simply buy a car within our limits.

        • Anonymous

          Dont forget the winners that just lease a BMW/Benz/Lexus, but are living in a 1 room apartment or still grubbin off mum & pops!!! “But i got a Beamer Yo!!!”

    • Tesseract 3

      Blow it out. 

    • http://www.etsy.com/shop/daisyville Daisyville

      Should we all move to Canada because we’re unhappy with our government or society, too? LOL @ simpletons!

    • DBK

      +1

      lol That video says it all.

    • dqw

      yeah and i should move from my house because verison cant get service better than 1xand 2bars within 1 block of my house. And i live in baltimore and am spose to get there best service4g and what not
      Sent from the bus stop 1 1/2 blocks from my house where i like to check droid life.

      • Guest

        Haha. version? spose?  might want to spend a little more time working on that education and a little less time complaining on the “intermaweb”.  Haha

  • Anonymous

    Verizon isn’t the best, they are just the least worst

    • Anonymous

      Amen. My sentiment exactly.

      • Phanboyfodder

        Lesser of the evils

  • http://profiles.yahoo.com/u/PP2KC2NKYXJ5AUNAJWRZTBRPUA Matty G

    Customer Care = Making our customers care when we insert new fees and price hikes

    • Granted

      Awesome!

  • http://twitter.com/samthomas86 Sam Thomas

    I cant recall a single trip into my local store where I have ever left with any feeling other than pissed off. You have to love that the company that was forced to repay $90 million to its customers because it was charging for a service it promised for free and rather than proactively refunding they waited until they were forced by law to give back the essentially stolen money. Like others have said, its really just that there isnt anyone else even competing in this fight.

    As for the better service, when I had a 3G phone I noticed that I usually had better service, but now that I am on 4G I cant say that I have been even moderately impressed. I live less than a third of a mile from my local VZW store and I dont get 4G service at home. My gym is less than a tenth of a mile from the same store and I barely get 3G and no 4G. Last night I was in the restaurant next door to my other local store and I was unable to get 4G. I live right outside of Philadelphia and rarely get 4G, so at this point their cell service provided is losing its appeal, although the 3G is still dependable. 

    • http://www.facebook.com/profile.php?id=12427975 Bryan Black

      Umm…you ARE aware that Verizon stores don’t exactly equal cellular towers, right?!

      • Billybob

        And also u can turn off the cdma/Ltd mode…..and select cdma only mode…makes my bionic work really well because I also live in an area where we don’t have 4g…which is alot of areas right now…..I am actually a indirect agent for Verizon…and to all the people that get bad immature cs reps in corporation Stores? Try a indirect agent store….now there are bad ones with these but ask if they are a “premium authorised retailer” that’s Verizon’s highest indirect….these seem to go above and beyond on customer service because they aren’t getting 8 dollars an hour….they are making good commission only if ur happy and do not return the product so u can see y they would care that u r a satisfied customer

  • Jason Purp

    Everybody else must be absolute garbage then, because Verizon was never that great in my opinion.

  • Spider210

    more love for vzdub :)

    • Granted

      Crooked down and number up girl! I be lissnen to watch chu be vomitin. Nawhlameenz distant cousin….ungggh.

      • Anonymous

        Corny

  • QtDL

    What exactly is VZW’s definition of “customer care”?

  • Anonymous

    Until recently they’ve been great.  The last time I had to deal with them I almost got into a physical fight with the manager. 

    • http://www.etsy.com/shop/daisyville Daisyville

      OMG! Hahaha! Simma down now! 

    • Anonymous

      Uh oh, watch out for this guy!!!!! TOUGH!!!!! ;) Just f’in with u, dont beat me up too!!!

  • Edwin M

    Congrats Verizon, for in the land of the blind, the man with one eye is king!

    • Granted

      Haha! If that sentiment ever fit somewhere it was here. Nice job!!

    • sheepdogs unite

      Spot ON!!!

  • Pmagent2013

    Love em, they sent me a droid x2 when my x started having problems

    • Philip A. Kaiser

      I would have canceled my service if that happened to me. I loved my DX. The DX2 however….. sorry pal. Not a good deal there.

  • Michael Forte

    Well when you consider that none of their competition even comes close as far as network goes, yeah. Verizon may be pricey, but you definitely get what you pay for.

    • Jason Purp

      Um no. In terms of speed and coverage, sure. But there are many other aspects of their business where you do not get what you pay for.

    • Tesseract 3

      If by getting what you pay for you mean “getting bent over to get slightly better garbage than the garbage the other networks offer”, then yes. 

      • angermeans

        To have the best coverage, world leading 4G LTE market, and great customer service you have to expect to pay a little more than the competition (at least I do). I really dont have a lot to complain about when it comes to my Verizon monthly bill, but wouldn’t argue if suddenly the cost went down. 

    • Anonymous

      Absolutely. Getting what you pay for couldn’t be more evident than in Big Red.

      We get f’d over a lot and pay even more than other carriers (Sprint, T-Mobile, etc.) but we end up with amazing coverage, phones, 4G, customer service, and more. Big Red, I couldn’t hate you more and – at the same time – I couldn’t love you more! It’s a love-hate relationship if there ever was one.

  • http://twitter.com/cathy724 cathy krol

    i hate their customer service. they are rude and don’t care about their customers. as long as they make the big $$$ they dont care how u feel. 

    • Granted

      Indeed, sadly it’s the norm that the bottom line rules all in a lot of business today.

    • Philip A. Kaiser

      2 years ago I tried to cancel my service for that exact reason. I was escalated to a retention agent. Super nice. I told her my disgust for the rude ignorant person I just got off the line with and I also told her, this was it, I am leaving. She asked me what it would take to keep my business. I made up a random yet ridiculous demand list and she let me have it. From that day forward, everytime my contract(s) are up or I have any non tech problem, I go to her and she fixes it. She fixes it and throws extras in, every time.

    • http://profiles.google.com/adamtruelove Adam Truelove

      I’ve had quite the opposite experience.  The reps in my local store are great, and the 2 or 3 times I’ve called support, they have been very understanding and hospitable.

    • Caitannm

      probably because you are a pain in the butt to deal with. 

  • Anonymous

    I love Verizon.  It isn’t cheap, but they have the most advanced network, the best customer care, and the best coverage.

  • Tesseract 3

    -10.

    • Tesseract 3

      And for anyone who asks the question “then why are you with Verizon?”, it’s because Verizon has extremely reliable coverage, and because the rest of the industry is so terrible. Verizon loves trying to screw it’s customers by pushing expensive plans and locked down hardware. The fact that they are on top in customer service is not so much a positive for Verizon as it is an indictment of the sad state of the mobile industry as a whole. 

      • Granted

        Damn straight! Everyone has such a stupid black and white attitude. There is such a thing as the middle, as you well stated.

      • http://profiles.google.com/adamtruelove Adam Truelove

        Their customer service and tech support is actually very good.  Those people have nothing to do with the pricing and locked down phones.

  • Anonymous

    And another reason to justify their high prices.

  • Anonymous

    Must be one saaaad industry. Then again, look at the competition.