T-Mobile Takes Best Customer Service Win According To Laptop Mag

By now T-Mobile is used to winning customer service excellence awards but each and every one must give them another shot of pride. This time Laptop Magazine, one of my favorite sites has rated T-Mobile as having the best customer service among the big four carriers. T-Mobile doesn’t come off perfect, but this wholly unscientific test shows that by and large T-Mobile reps were more informed and faster at getting the reporter answers to his questions.

T-Mobile scored a B+, with Sprint right behind with B and Verizon and AT&T surprisingly tying for third place with a C+. While the test could easily be described as pure chance based on the time of day, location and various other factors, T-Mobile still won and we’ll take it. Remember, if you aren’t first, you’re last!

For the full read hit up the link below!

Laptop Mag

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  • Bmemento

    T-Mobile has won JD Power and Associates Best Customer service 11 times out of the 12 (I think) it has been offered for their category. Booya (that just happened)

  • AnonyMouse

    Just goes to show that tmobile is more knowledgeable about their products and services and more willing to help customers. Although I wish it would have been straight A’s

  • Anonymous

    It’s always been excellent for me!

    • Ryanangus

      Been with them for 7 years now and have always been treated well.

    • Chatter

      10+ years and I agree with you, they have been excellent to me.

  • http://twitter.com/Lawless_1 Lawless_1

    Too bad the phone support (updates) stink.

    • http://pulse.yahoo.com/_ASLY6MKMKHP2HSETXPT73RZNPA infantry11b

      i feel like rainman posts here. OEM’s make updates, not carriers. if you want the most up to date device, either buy a new one, or root yours. posted this from my gingerbread running vibrant.

    • http://pulse.yahoo.com/_ASLY6MKMKHP2HSETXPT73RZNPA infantry11b

      i feel like rainman posts here. OEM’s make updates, not carriers. if you want the most up to date device, either buy a new one, or root yours. posted this from my gingerbread running vibrant.

      • Tyrpone M Jackson

        Wrong. Google makes the update and releases it to the phone makers, who release it to the carriers. At both steps, bloatware is added in exchange for money. In the case of T-Mobile phones made by HTC, it’s T-Mobile that is the issue. Basically, if you can root the phone and run an Android version more advanced than the carrier’s version, then the delay is at the carrier.

      • Tyrpone M Jackson

        Wrong. Google makes the update and releases it to the phone makers, who release it to the carriers. At both steps, bloatware is added in exchange for money. In the case of T-Mobile phones made by HTC, it’s T-Mobile that is the issue. Basically, if you can root the phone and run an Android version more advanced than the carrier’s version, then the delay is at the carrier.

  • Bobert

    I heard t mobile did fantastic with consumer reports… Oh wait they didn’t!

    • http://pulse.yahoo.com/_ASLY6MKMKHP2HSETXPT73RZNPA infantry11b

      i heard bobert doesn’t suck…oh wait, he does gtfo troll

      • Bobert

        Who hurt you?

    • http://pulse.yahoo.com/_ASLY6MKMKHP2HSETXPT73RZNPA infantry11b

      i heard bobert doesn’t suck…oh wait, he does gtfo troll

  • Bobert

    Of course you have to have good customer service when your coverage blows ass

    • http://pulse.yahoo.com/_ASLY6MKMKHP2HSETXPT73RZNPA infantry11b

      you’re on this site why? go troll somewhere else. my coverage is flawless where i’m @.

    • http://tmonews.com David

      Didn’t we talk about this Bobert, please behave yourself, you want to be on the nice list for next year.

      • Bobert

        What are you talking about?

  • Tyrone M Jackson

    I’m sure T-Mobile being a major advertiser on Laptop Magazine had nothing to do with it.

    • Anonymous

      noooo never

  • Dustin

    Bobert just because you live in the sticks doesn’t mean t-mobile has bad reception. When i had edge on t-mobile , it was still faster then att’s 3G

  • Dustin

    Bobert just because you live in the sticks doesn’t mean t-mobile has bad reception. When i had edge on t-mobile , it was still faster then att’s 3G

  • Really,No 4g?

    They have always had great service when I have called for assistance, and they must give happy pills out to call center staff as they are almost too nice. Just that their retention management team blows. When your fourth place and trying to move up, you need to keep all you current customer base smiling as referrals are a big part of new service connections. TMo as really let me down here!

    • http://pulse.yahoo.com/_ASLY6MKMKHP2HSETXPT73RZNPA infantry11b

      Could you elaborate a little further, their loyalty team is just as empowered as a supervisor, so if there’s an issue, they are able to fix it. Now, once in a while there are things that come up that they have no control over, like if you’ve upgraded in a store, returned your phone, and want to go to best buy to get a phone…there’s a system in place that keeps them from being able to control what best buy can do. However, they can still get you anything, short of a nexus s. Speaking from personal experience, they are the best reps to work with. Also, if you’re whining about not getting a g2 free, too bad there, it’s a deal that some missed out on.

      • Really,No 4g?

        I don’t whine, I get unsettled. But, no, I am not disquieted about losing out on the 2 deal, as my 22 month cycle ended a few days after the deal closed. What pisses me off is that T-Mo was offering better deals to new customers an d not offering same to a returning customer. That is bad retention policy and, dare I say it, disloyal?

        Every other facet of the company is remarkably satisfactory. I am not the typical cellular novice either as I manage my company fleet of over 130 units. We jumped of the Verizon band wagon because of a similar attitude being exhibited by T Mo, and if I can dump one provider sticking their feet in the ground when I have 130 units, I will have no problems telling T-Mo to stick it over my personal situation. Both the two online reps were not very concerned with losing mys business.

        • http://pulse.yahoo.com/_ASLY6MKMKHP2HSETXPT73RZNPA infantry11b

          well, I’m not personally versed in your situation, however, I know that I got in on the free g2 deal, a week prior to that, I was looking @ the g2, and it was $149 with no rebates then, and I took time to think about it. so out the door, I was looking @ saving a minimum of $50, I usually forget about rebates, so honestly, I would have saved $100 by going through loyalty originally. The fact that their retention department even exists states they have a loyalty purpose, but you can’t expect a business to give everything for free, you have to operate within the realm of reality, they still have to maintain a profit, for that I’m not mad at them.

        • Really,No 4g?

          Parity is all I am asking for, Infantry. No special treatment, just parity with new customers. I suppose I could go to Radio Shack and try to negotiate a deal, but I would never shop at worst buy and the Google experience is not my thing Cereal Killer.
          Sprint customer service is on par with Tmo, as far as my business experience goes, ATT is why I went to TMo for personal use. Verizon is why I went Sprint. I am well versed with all aspects of Customer service with all 4 biggies.

        • Really,No 4g?

          Parity is all I am asking for, Infantry. No special treatment, just parity with new customers. I suppose I could go to Radio Shack and try to negotiate a deal, but I would never shop at worst buy and the Google experience is not my thing Cereal Killer.
          Sprint customer service is on par with Tmo, as far as my business experience goes, ATT is why I went to TMo for personal use. Verizon is why I went Sprint. I am well versed with all aspects of Customer service with all 4 biggies.

      • Cereal Killer

        There is a fix for this as well Infantry, if you have had this problem T-Mobile can fix this so you can still get a Nexus S from Best Buy.

        There is no happy pills, nothing in the water T-Mobile goes through an extensive process to attempt to try and find employees that care and then they go through a couple months of extensive training if they still care @ the end then they get to face the customer 40 hours a week after a year of that and they still care? That’s why T-Mobile wins awards because the front line actually cares about your problems and will do just about anything to make sure it gets fixed in a timely fashion. And if T-Mobile really just “paid” for their awards from JD Powers they would not have lost 1 out of the last 9 to Verizon.

        AT&T’s & Sprints customer service is 100% outsourced which is why they don’t even rank. If you call AT&T with a billing issue for example you changed your rate plan at the store and they forgot to add your text messaging package back on.. If you are a T-Mobile customer you dial 611 they look at the account and give you and adjustment, if you are an AT&T customer you have to wait 72 hours while they submit a ticket based on your problem and call you back later once its fixed. Empowerment to help the customer is what makes T-Mobile the best carrier out there.

  • Anonymous

    a proper troll would say

    Of course they have good costumer service nobody on the network has reception to call them. Take notes..

    but in all seriousness iev only called them for lost phones and they have been pretty great. can’t speak for other carriers..

  • tmo rep.

    its a wonderful day here at t-mobile, this is brenda how can I help you? (I love being postpaid) ….hehhrrooh tank you for calling teee mobeal this is rod (ranashandi) how…what…is there to help you? (must suck to be flexpay/prepaid)

    • TRobshi

      LOLOL sad but true

      • http://www.pokeryour.ru/bonus/bonus.html Tvvan77

        LOLOL

  • MIKEEEEE

    offshore CSR’s suck. i wonder if t-mo germany uses them? i’d love to hear an indo/german accent.

  • Yip Todd

    Tmobile in-store (incl corporate) customer service gets a D or D-. T mobile should send secret shoppers and secret customers with common problems to their corporate stores. Consumer Reports, which ranks Tmobile much lower, is more reflective of Tmobile’s overall customer support; because Laptop mag has a select population of relative techies, while Consumer Reports population is more value oriented (incl time needed/spent troubleshooting with them). That said, T mobile’s price and flexible telephone customer support is quite good.

  • Mark

    I know that not all of TMo’s call centers are offshore; there’s a good-sized one in central Maine which may well be where many of the happy CSR’s are (I’m in Maine as well :). Ironically, Maine is one of the states where TMO’s overall coverage has a poor reputation (pretty much no 3G at all past Portland, and regular voice coverage going north is very spotty).

  • Mark

    I know that not all of TMo’s call centers are offshore; there’s a good-sized one in central Maine which may well be where many of the happy CSR’s are (I’m in Maine as well :). Ironically, Maine is one of the states where TMO’s overall coverage has a poor reputation (pretty much no 3G at all past Portland, and regular voice coverage going north is very spotty).

  • Robert

    Hahahahahahah…. what a frickin’ joke. LAPTOP magazine? Who the #$%#$^ is Laptop magazine and who even cares what they have to say about cell phones. And if it’s true that T-Mobile is a major advertiser for them then that stinks even more.

    It’s much the same when you keep pimping JD Powers on here, David. JD frickin Powers is BOUGHT AND PAID FOR by advertisers and EVERYBODY in the industry knows it. Their ratings don’t count for jack. NOBODY and I mean NOBODY in the industry (marketing) gives a damn what JD Powers says…. it’s only used for idiotic consumers that don’t know any difference.

    Look to Consumer Reports (who blasted T-Mobile) and private sites where people give their opinions as the ONLY ones that matter.

    But you’ll never do that because you’re a shill for the company and want to go around bragging about Laptop Magazine voting them number 1. Joke.

    • http://tmonews.com David

      You do realize the very same thing is said about Consumer Reports, how unscientific their sampling is or how skewed their results have been in recent years by the AT&T crowd. It’s a T-Mobile website, a fansite no less and you didn’t expect me to post this? You have a mistaken idea of what this websites purpose is, to simply support our favorite carrier. We aren’t a news agency, we aren’t professional journalists and nobody should confuse us as such, or many bloggers who run similar sites for that matter.

      What private sites are you referring to? If your entire argument rests on the consumer reports findings, then you are supporting your own argument without recognizing it.

    • DatNizzle

      Why are you on a site you hate, leaving comments no less, joke.

    • DatNizzle

      Why are you on a site you hate, leaving comments no less, joke.

  • Robert

    Hahahahahahah…. what a frickin’ joke. LAPTOP magazine? Who the #$%#$^ is Laptop magazine and who even cares what they have to say about cell phones. And if it’s true that T-Mobile is a major advertiser for them then that stinks even more.

    It’s much the same when you keep pimping JD Powers on here, David. JD frickin Powers is BOUGHT AND PAID FOR by advertisers and EVERYBODY in the industry knows it. Their ratings don’t count for jack. NOBODY and I mean NOBODY in the industry (marketing) gives a damn what JD Powers says…. it’s only used for idiotic consumers that don’t know any difference.

    Look to Consumer Reports (who blasted T-Mobile) and private sites where people give their opinions as the ONLY ones that matter.

    But you’ll never do that because you’re a shill for the company and want to go around bragging about Laptop Magazine voting them number 1. Joke.