Feb 02 AT 3:13 PM Edgar Cervantes 44 Comments

Verizon takes first place in customer service – tell us your experiences


J.D. Power and Associates has conducted a customer care full service study during the second half of 2011 that shows some great results for Big Red. Despite all the hiccups that their 4G LTE network has been going through, Verizon Wireless seems to have the most satisfied customers out of all the US carriers.

Verizon is currently boasting the “most reliable” 3G network and the “fastest, most advanced 4G LTE network in the world,” and there is no doubt that the company is doing a great job (if we ignore 4G LTE hiccups). Coverage has been a dream with Big Red and the new 4G LTE speeds are quite stunning.

In the study, Verizon Wireless received a score of 762 out of 1,000, placing it on top of all full service wireless providers. This network is then followed by Sprint, with a 745 score, AT&T with 743 and T-Mobile with 739.

Verizon is on a roll, earning this position for the second time consecutively. Also, if you happen to be a fan of pre-paid services, you might also want to know that Virgin Mobile was the top-gunner with a rank of 735.

This probably explains one aspect of why people are willing to shell out the extra cash for Verizon. If it means better service, it can be worth it. Every time I have called customer service, they have fixed all my issues, and have even given me early upgrades to keep me happy. As far as coverage, I know I rarely have any issues with the service (except for 4G, when it drops).

But enough about me, we know that many of you are Verizon customers, especially with the recent release of the Samsung Galaxy Nexus. Are your experiences with Big Red comparable to what’s showing in the study?

Via: Verizon Wireless

Source: J.D. Power

Hello, I am Edgar Cervantes. I am an avid Android fan, and keeping myself updated on the topic is part of my daily life. I will always work hard to give the best of me to our community of Android enthusiasts, and I am very honored to be part of this ship. Hopefully we can all enjoy sharing our knowledge and opinions!

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  • spazby

    I have been with sprint for 8 years and never had a problem whatsoever… doesn’t mean others had the same experience…

  • Bryan Stoner

    I actually had an in-depth talk with their representatives about the Android experience as a whole. They loved to put custom roms on their phones and try out the latest launchers. So overall I would say they are awesome people from my experience XDD

    • Thomas Biard

      Agreed. I do appreciate their retail staff. Once you let them know you know about the technology and are up to date, they don’t treat you like a child. I’ve had pretty cool conversations about choosing phones based on developer support like rooting and ROMs.

  • fulaman

    This has got to be a joke. I have a Samsung Galaxy S Fascinate, and that thing is leaving other features that other Galaxy S phones have. TV-out, front facing camera, and the internal storage that other galaxy S phones had, are a few examples, as well as putting Bing as the default search engine on an Android phone.

    I personally think that Verizon is greedy and charge too much for their service which is overrated.

    • josegb2011

      Well by overpriced you mean better coverage and service than yes..

    • Hue Three of Five

      I feel bad for you man. I use to have the Fascinate. Worst phone I ever had. My advice would be to call Verizon and see if they will swap it out for you. Be stern with them. A while back they were giving HTC Incredible 2′s to Fascinate owners because of all the radio (data connectivity) and gps problems it was having.

      • fulaman

        Well I have since rooted my phone and I’m currently running Android 4.0. The phone sucks hardcore stock. But if you root it and run a custom ROM, it makes it an enjoyable experience. The phone is now fast and locks gps location quickly.

        • Hue Three of Five

          I am glad it is working good for you rooted. I couldn’t get my GPS to lock even with different kernels, roms or radios. Maybe my phone was just a dud. It’s awesome you guys have working 4.0. My Bionic doesn’t have a functional rom yet.

          • Fulaman

            Thanks my friend, part of the reason why the Bionic does not have a functioning CM9 ICS rom I think is because of LTE, I haven’t seen a single LTE phone that has custom ROMs available for it (Droid charge, Thunderbolt, Bionic, Razr, etc. etc.). I’m waiting on the Galaxy S III, but I don’t think I will be with Verizon, I’ll probably switch over to Sprint or Tmobile even though those two carriers have horribad service/reception in this part of the Bay Area of California.

    • Xavier

      look you got to take into consideration every carrier has bad phones. You can not knock down a carrier over one or two phones. I been with Verizon for more than two years. I been on t mobile and sprint. Out of the three yes Verizon is the most expensive but really who else puts more than 2 billion into their network every 2 months? You are paying for the coverage and reliability. There alot of great phones on VZ. I can knock down every carrier if it was going to be based over their worst phone.

      • Fulaman

        While I do agree, I think Verizon only has good coverage but a bad network (3G). Only their 4G is good. Their 3G is too slow compared to other carriers 3G (Tmobile, AT&T). CDMA 3G (EV-DO Rev. A) sucks in comparison to GSM 3G ( HSPA (HSDPA and HSUPA)).

  • jasonlee

    Personally I have never had to deal with customer support. I havent had the need to call them for anything so I have to say that Verizon rocks. That is all.

  • Thomas Biard

    Despite having bills messed up and confusing conversation with Verizon employees/tech services, they have always quickly fixed mistakes and been helpful to do so.

    I changed my plan to 450minutes one time (quite a few years ago), and when the bill came in the mail it said I had an $800 payment due because of over use. Turns out the guy took away the free nights and weekends plan and put me on the most basic 450minutes. Well after calling back and saying “yeahhhh…NO” they fixed everything immediately and credited the account.

    • tengo

      I had a similar experience (many years back). I switched plans and they screwed up the change in their system. I didn’t discover it until my next bill, which was full of overage charges that shouldn’t have been there. After talking to them, they said ‘oops, we messed up. we’ll fix it and adjust your account’. The next month, it was not changed. They said ‘whoops’ again and told me not to worry. The next month…. still not fixed. This went on for 5 months before they finally corrected everything!! I can only hope their service has improved since then — i am no longer a customer.

  • Darwin

    I switched to Verizon after having AT&T for the last 5-6 years and things have been okay, but I miss the faster 3G speeds and the price, I also had unlimited data. Verizon has 3G at our cabin where AT&T is still edge, which really isn’t an issue for me since I rarely go there and certainly not to surf the web. The problem with Verizon for me has been around town. It might be that they are upgrading to 4G but the data network has been completely unreliable for me and I’ve called multiple times only to be given the same troubleshooting runaround even though I know it’s not my phone since many friends have the same issues.

    • Hue Three of Five

      Yea Verizon’s LTE network/technology kind of sucks if you ask me. I get drops every other day. At least Att has some phones with everything all on one chip instead of the 3g/4g 2 chip work around that Verizon is using.

      • Fulaman

        AT&T would be ideal if their customer service was better and they had unlimited data.

  • Sdny8

    I hate vz customer svc. They’re rude and arrogant. The only reason anyone is with them is because of the network.

    • Hue Three of Five

      + a million

    • delinear

      This is the real issue. When everything is going well there’s not a lot to separate these type of companies, when things go wrong the experience can be terrible. I’m not in the US but here in the UK it’s no different.

      I just switched from O2 to Orange and weirdly it was harder to join Orange (had to speak to three different people and it took 30 minutes to explain I just wanted to port my old number across) than it was to leave O2 (one phone call to one person, total time about 4 minutes, he didn’t hassle me about why I was leaving, he didn’t try and sell me stuff I didn’t want). Even so, I’ve had issues with O2 in the past (trying to get information out of them when I first bought my phone through them was just painful) so it just shows that even with the same company it’s pure dumb luck whether you get good service or not.

  • Ryan

    Are you kidding me? I have had terrible experiences with Verizon. I’ve had two perform too master resets on my Rezound because it kept boot looping. It also happened at a time when I was traveling. Neither Indiana or New York Verizon employees knew what to do and the go to option was to send my phone away for 7-10 days. I don’t know about anyone else, but I can’t afford to be without a phone for 1-2 weeks. Having a friend who is an employee of Verizon, she also told me that communication among Verizon is terrible. Often she would ask me to walk her though deals, coupons, etc. to let her know what the experience was so that she could let her customers and team members know.

  • yankeesusa

    I bet their customer service is better now. With all the price increases and 4g problems I’m sure their going above and beyond to keep customers happy. Especially since sprint is getting their customer service back on track and improving their 3g network not to mention introducing a new lte network. Although I thought tmobile would have been better than att. Except with all their throttling junk and lowering their roaming data I’m sure their losing customers or getting bad customer ratings.

  • zyphbear

    I’m a little surprised since many say like many above say they are fairly rude compared to many other ones.I wonder if the actual service offsets the actual reps and how they are treated.
    T-Mobile has always had reps that have been so nice, but I wonder how much the JD Power gets offset by things like bad coverage, signal and performance. I do wonder how the merger might have affected them since upgrading systems and signal had been put on the back burner for awhile.

    • zyphbear

      I am also wondering how some other people’s experiences are since I am going to Verizon myself too.

  • cb2000a

    I left Verizon…not because of customer service (which is okay), Now on T-Mobile and very happy. Verizion just got too expensive.

  • irv

    I’ve been Verizon for 7years. I get an upgrade every year now.. and I just got a galaxy nexus for free because of the problems I had with my tb. The lady was very nice. So when I have problems I just ask for her. But I’m sure people have different experiences but mine are always 100%

  • Ixion

    Number one? JD’s standards must have gone way way down. Just this past year I had called in to check on calling to certain areas. Several reps said it wouldn’t cost me anything. Then I get a bill that was over $500. I had to fight them tooth and nail to get them do to anything. Now, I’m of mind that if someone is quoted a certain price by several individuals, that the price should be honored. But, I guess none of the reps thought that way, considering I had to pay nearly the entire bill.

  • Queena

    The day the Galaxy Nexus came out I was leaving for Hawaii from Virginia. I called a store in Honolulu and they agreed to hold the phone for me since I would literally be in the air when stores were opening. I arrived and went to the store, and they had it for me! It was the last one they had in stock, they had sold out of it on release day. So friendly and accommodating, really made my vacation. Got to use that awesome panorama camera, fast multitasking, and 4G! Mega points to VZW customer service after that :)

    • EolianPipes

      Agreed! My local Verizon store was able to go above and beyond and hold one for me too. He said they were all sold out, but he’d leave a message with the owner. Low and behold, I had a nice little package waiting for me when I got out of work! It made my whole Christmas!

    • Mazz

      So which Verizon store do you work at? Or are you in their marketing department?

  • nephariouz

    Last time I had Verizon was about 6 years ago. Maybe they’ve gotten better, but my experience with them was pretty bad.
    First, the $600 phone I got was a flaming POS. But it was a Windows phone so I guess that was to be expected.
    My biggest problem with them was that every month I’d get a letter saying that they were going to send me to the creditors for $500 that I never owed them. I’d call them and after about an hour or more they managed to figure out that they were stupid and told me that it was taken care of and wouldn’t happen again. Next month same thing happened. After 4 or 5 months of that I canceled them and will never go back.

  • Jeremy

    ABSOLUTELY, I work at sprint and I have 5 lines with Verizon…in the end Verizon is cheaper (with larger accounts, I’ve noticed), there devices have been problem free, updates didn’t brick any phones or cause random issues (sorry sprint), they have excellent customer service (they actually work WITH you), and not to mention there service and devices are way above the rest….I DO MEAN WAY ABOVE! one flagship device per carrier, where as Verizon has a “flagship device” in almost every shape and color. Hands down Verizon deserves the spot on top.

    • EolianPipes

      I agree Jeremy! I’ve always enjoyed being able to get my flagship android device on Verizon and so far in the last 4ish years I haven’t had any problems with their service.

  • E-man

    Verizon only tries to nickle and dime…

  • skugern

    With the big pink T, the focus hasn’t been customer service for over a year – it’s all been “sell sell sell”

  • EolianPipes

    I’ve been with Verizon since the beginning of my Android experience (the OG Droid). I’m glad I stuck with them for the most part as my cellular service has always been better than my friends on other carriers.

    The only thing I’m disappointing in recently is Verizon’s decision to not care about the Galaxy Nexus. This should be a flagship phone, but because it comes (mostly) free of Verizon bloatware, they barely advertise it. They delayed the launch to better fit in their schedule. But I think I’m most upset that I can’t buy a dock (car or desk) that utilizes the 3 prong connectors! I’m still trying to wrap my head around why Verizon doesn’t stock those when they are available everywhere else in the world.

    Regardless, for the most part Verizon has been good. As good as one of the big major carriers can be anyway. I’ll probably keep sticking around with them, even when I have the option of moving because they’ve supported Android since the beginning. They’ve been good to Android and I think it’ll only get better.

  • Chief

    Verizon over powers them all AT&T is just a joke, I used to work for sprint as a tech specialist sprint does like doing shit but give money back for satisfaction. Tmobile did fraud in my acct and Verizon has never backfired no matter how many times I go back.

  • Chief

    And also been with them since OG ha

  • http://willoughbyjunction.com Jayson Olson

    I’ve been a Verizon customer way back since the Air Touch days, and I’ve been very happy with their customer service over the years.

    Ease of paying bills online, or in the store has always been easy.

    Actualy employees at the store are always friendly and professional in my opinion.

    The only issue I EVER had was when teh Bionic was released. I had an OG Droid and took it to the local store. They weren’t going to budge on the initial price and only give me $30 trade in on the OG. Unacceptable to me as I had read numerous reports online of ppl getting the Bionic for as low as $249. So I went home and called Verizon HQ Cust Service (Sacramento). Within minutes of explaining this, not only did I get the Bionic for $249, shipped overnight for free, they also let me keep my OG Droid.


  • Mark

    I’ve been with Verizon for almost two years now and it’s been a roller coaster ride with them. About 2 months they let me upgrade to a new phone. First phone I tried that was 4g was the Bionic. The phone had issues staying connected to data. It could be Wi-Fi or mobile data. Verizon let me change to the Nexus because Verizon and Motorola were aware of the issues. Received the Nexus and had the same issues as the Bionic but worse. This time the Nexus would drop calls when it was connected to the LTE network. When I contacted Verizon about this issue they opened a ticket for their field engineers. About a week later I contacted Verizon and they said that my ticket was now a child ticket because there was a parent ticket for this issue. Back on December 19th, 2011 someone else in a different part of the country was reporting the same issues. It has been over 2 weeks now and still have not heard back from Verizon and not sure when this issue will be resolved. Verizon has been great about helping and Samsung has been really bad about this. I have to have my phone set to CDMA only so it will not drop calls.

  • Iris

    Y’know, the actual numbers they are reporting are not all that different. There is only a 3% spread in the range, and is this meaningful? What I think you find is that customers whose service and phones are operating properly have no real contact with customer service, and they will rate whatever they have very highly. Once you start getting into difficulty of any sort, you then have to deal with the service folks. And what percentage of customers does that apply to? And those of us reading these forums are probably their most aggressive users that drive their phones hard.

  • WxMan

    I live in a rural area in NM and only Verizon will touch me and as a bonus, I get full 3G on my old Moto Droid X. With this combo and WiFi, plus all the Android apps; I rarely use my PC anymore! I can run my business completely using MS compatible apps and cloud-based utilities. Lov’n It!!

  • Mazz

    I almost laughed when I read this. Just over a year ago I switched from T-Mobile, who did have amazing customer service, to Verizon. I was living in a rural area, and VZW was the only operator with decent coverage.

    Over the course of this year, I went through 3 Droid X devices. The first was brand new and after 6 months, the data radio simply quit working. The replacement for this arrived without being completely flashed, and a 2nd replacement was sent. After a few months, the battery started to liquify, and warp, ultimately warping the device itself and making it unusable.

    In each case, I used accessories purchased directly from VZW, including cases, screen protectors, etc.

    Having signed a 2-year contract and purchased a brand new phone, all I wanted was for VZW to work with me to get a working phone that wasn’t a Droid X. I didn’t demand an iPhone or a brand new anything. I would have been fine with a refurb HTC. But they refused to give me anything other than another Droid X, and as a result, I paid their ETF and went back to AT&T. I cannot even recall how many people I talked to, and despite making my position clear, they called me to the point of annoying me to get me to try and accept a crappy refurb Motorola phone.

    Rule 1 of customer service – when a customer asks for something very reasonable and the result is that you keep their business, do it.

    And within that, if 3 of a certain product break within a year, and the customer wants something else, they may have a valid point. Asking to be provided with a working phone to finish out a 2 year contract is not unreasonable.

    If Verizon really does have the best customer service, we’re all screwed. However, my experiences with TMO and AT&T have all been better than this.

  • Nick

    I believe there is some missing information listed here. US Cellular has not only won the JD Power and Associate award for customer satisfaction for 12 consecutive years, but for the last 2 years has also been the ONLY wireless provider listed on the JD Power Customer Service Champion award. US Cellular also listed as a Consumer Reports best buy for at least the last two years (that I know of).