Carrier Support Showdown: AT&T, Sprint, T-Mobile and Verizon Tested

February 10th, 2012 by Dan Howley, LAPTOP Staff Writer  

Final Verdict

What struck us most about this year’s testing was how kind and patient most of the carriers’ associates were. It seems that all the service providers are keenly aware that these experiences can make the difference between a subscriber sticking around and jumping ship. With a few exceptions, most carrier reps provided correct answers for our tethering and Facebook questions. Unsurprisingly, our battery question elicited the widest variety of responses, with tips ranging from practical to just plain wrong.

In the end, AT&T came out on top. From the helpful hands-on approach taken by in-store associates to prompt online support, the carrier gets customer service right. The runner-up was T-Mobile, which offered even better in-store help but somewhat lackluster phone-based support. Verizon Wireless came in third because of its weak online support, and Sprint brought up the rear. Its associates just weren’t as knowledgeable as they should be. 



Best and Worst Carrier Customer Service


Comments (4 Responses) 

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4 Responses to “Carrier Support Showdown: AT&T, Sprint, T-Mobile and Verizon Tested”

  1. TheFugitive Says:
    February 13th, 2012 at 11:47 am

    How much did ATT pay for this?

  2. John V Says:
    February 13th, 2012 at 5:19 pm

    I’m an AT&T employee. It is an entertaining article and nice that we “won” but with so few data points the results are NOT the least bit valid.

  3. Eag Says:
    March 21st, 2012 at 5:01 pm

    I have been an AT&T customer for nearly 10 years now, and theyve been godawful for every single one of them. People in store and on the phone are generally very kind and courteous, but that doesn’t mean that they’ve been succesful in fixing any problems that I have had. Further, I still can’t make a call on their network after 10 years that is longer than 45 minutes without having service cut out on me at least once – and that is if and only if I’m in a static position (and I do mean standing completely still).
    Why not switch? My friends on other networks fare no better. It’s a piss poor oligopoly with poor customer choice and a lose-lose for passable service.

  4. Kate Says:
    March 26th, 2012 at 11:16 am

    When I have questions or problems, I need to know that the carrier can actually help! And that means, a similar experience no matter how I contact them. Great article – just a peek into the wireless world. I like it!

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