Cellphone shoppers generally judge wireless carriers based on their networks’ speed, size and—above all—reliability. But reliability extends to customer service. Will your carrier be able to help when something goes wrong? And can you get your questions answered in a timely fashion?
With that in mind, we performed a survey of the country’s four largest service providers—AT&T, Sprint, T-Mobile and Verizon Wireless—to determine which offers the best service and which could use some lessons in customer appreciation.
To get a complete view of each carrier’s customer support options, we visited two of their brick-and-mortar stores, placed two phone calls to their tech-support hotlines and tried to connect with them via their Web services. For our tests, we used purchased phones (instead of review units) to help ensure we received genuine user experiences.
Our test beds included an AT&T Motorola Atrix 4G, a Sprint EVO 4G, a T-Mobile G2x and a Verizon Wireless Motorola Droid X. To ensure our testing was fair, we posed the same three questions to each carrier’s service representatives: “How can I tether my phone to my notebook,” “How can I upload photos from my phone to Facebook?” and “How do I improve my phone’s battery life?”