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All posts tagged "customer"

Thursday, July 12, 2007

HTC Opens Customer Care Service Centre

Posted by Mike Temporale in "NEWS" @ 07:30 AM

http://www.engadgetmobile.com/2007/07/11/htc-opens-htc-care-customer-service-center-in-taiwan/
"Reportedly, the center will provide customers in Taiwan with a comprehensive range of services including "personalized consultations on new and existing HTC products, warranty repairs, and other valuable after-sales support." Notably, the HTC Care facility promises "speedy turn-around times" for all items sent in for repair, and unlike Apple's $29 rental fee, HTC customers can look forward to a free loaner should their handset fall ill. Click on through for more snapshots of the sparklin' facility."

User submitted image

According to an Engadget reader, this isn't a "new" store. It was a Dopod store and with the recently completed acquisition of Dopod, HTC just rebranded the store. Regardless of how it came to be, it's nice to see that HTC has reached the size where they needed to do this. You can only do so much over the internet. Sometimes it helps to have a place where people can check out all your products as well as get repairs done. Now, how much longer before we get one here in North America? I'm guessing 5 years or so.

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  • Source: Pocket PC Thoughts

Tags: service, customer, opens, care, centre

Monday, January 29, 2007

J.D. Power Announces US Carrier Customer Service Rankings

Posted by Mike Temporale in "NEWS" @ 12:15 PM

http://www.mobileburn.com/news.jsp?Id=3072&source=SIDEBARHOME

"Study results show that customers who interact with a customer service representative on the phone report better experiences than those contacting the carrier through an automated system. Contacting the carrier via the Internet or email was rated least favorable by customers."

No surprise here. Who enjoys talking with those automated systems and email support can be painfully slow. Once again, T-Mobile ranked highest when it came to customer care - I can't tell you how many T-Mo customers tell me how much they like their carrier. And to underscore just how important customer care is, J.D. Power found that half of all wireless users have needed to contact customer care within the last year. So it just makes sense to treat the customer nicely. :)

Tags: service, customer, power, announces, carrier, jd, rankings

Thursday, July 27, 2006

Verizon Wireless, T-Mobile USA Top Customer Care Survey

Posted by Jerry Raia in "OFF-TOPIC" @ 02:00 PM

http://www.rcrnews.com/news.cms?newsId=26940

"Verizon Wireless and T-Mobile USA Inc. tied for the top spot in the most recent J.D. Power & Associates survey of wireless carrier customer care performance. Both carriers scored 104 points on the company�s scale, while the industry average was 99. Alltel Corp. came in second with 99 points, and Cingular Wireless L.L.C. and Sprint Nextel Corp. tied for fourth with a score of 95."

Well it is nice to see these two come in at the top. Because of my new Q I am now with both Verizon and Cingular. So far I have to give Cingular good marks. I haven't dealt with Verizon much recently. In the past I wasn't too impressed with them. What are your experiences with your carrier?

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  • Source: Mobile Tracker

Tags: wireless, customer, , survey, verizon, t-mobile, care

Saturday, September 24, 2005

T-Mobile Announces 20 Million Customer Milestone, Plans to Invest in 3G

Posted by Kris Kumar in "NEWS" @ 07:45 AM

http://news.yahoo.com/news?tmpl=story&u=/nm/20050921/wr_nm/telecoms_tmobile_usa_dc_1

"Deutsche Telekom's mobile unit plans to invest in its U.S. business and hopes to start third-generation services there in 2007, the unit's Chief Executive Rene Obermann said on Wednesday. "We want to carry on our business there. We want to invest," T-Mobile chief Obermann said in a speech to the American Chamber of Commerce in Duesseldorf. Analysts estimate Deutsche Telekom would have to invest up to $10 billion to buy permits for 3G services in the United States and build a network there for T-Mobile USA, the group's primary growth motor. ... The smallest mobile operator in the United States after Cingular Wireless, Verizon Wireless and Sprint Nextel, T-Mobile USA now has more than 20 million customers, Obermann said. "In view of its success, its importance is beyond doubt," he said. T-Mobile USA has doubled its customer base in 10 quarters."

User submitted image

For the loyal T-Mobile customers this is good news. Earlier on in the year, there were concerns that the German parent of T-Mobile USA might sell-off the US business, because it is now the smallest operator. It feels good to hear statements like "We want to carry on our business there. We want to invest". What T-Mobile needs to do now, is launch one of the HTC Wi-Fi enabled Smartphones, which will bridge its GSM-EDGE network with its Wi-Fi Hot-Spots and in the process revolutionize the cell phone industry. Just like it did years ago with low data rates. :)

Tags: customer, , announces, million, milestone, plans, t-mobile, invest

Tuesday, June 28, 2005

Handango Releases Results of In-Depth Customer Survey

Posted by Mike Temporale in "NEWS" @ 09:45 AM

http://corp.handango.com/PressRelease.jsp?siteId=1&jid=F7AE3AX9AXD3D1X7C9C8X18F128F4336&CKey=1_PRESSRELEASE_PR062705a&option=pressroom

"Third-party software is a powerful influencer in the decision to purchase a smartphone or handheld, according to a recent Handango survey of mobile content users and their behavior. The in-depth results from more than 14,000 buyers of mobile downloads revealed that the selection and quality of third-party software had a "strong influence" or "somewhat of an influence" on 69% of the users' decisions to purchase their mobile devices. The availability of third-party software was also ranked as the third most important influencer in a device buying decision behind only "need in my personal life" and "need in my line of work"."

Handango has just released the results of their in-depth customer study, and I think the results are pretty much what I would have expected to see. It appears that we have moved away from a single application becoming the "killer app" for a platform. In our forums, we see a lot of people asking the age old question: "What software should I buy?" All the replies usually have the same type of response. With devices being so powerful, and offering so many different functions, it really depends on how you plan to use the device and therefore, there is no single app that people should purchase with their new Smartphone. Combine this knowledge with Microsoft's ability to leverage third party developers and we have a great platform that's not going away anytime soon. :D

Tags: customer, survey, handango, releases, results, in-depth

Thursday, June 9, 2005

T-Mobile Tops J.D Power�s Wireless Customer Care Rankings

Posted by Jerry Raia in "OFF-TOPIC" @ 02:00 PM

http://www.engadget.com/entry/1234000667046071/

"We have yet to find a single wireless carrier anywhere in the world that doesn�t have someone who hates its guts, so keep in mind that at the end of the day these rankings are really all relative, but for the second year in a row J.D. Power and Associates have named T-Mobile as having the best customer care in the U.S. wireless industry."

User submitted image

Once again T-Mobile wins this contest. Any of you T-Mobile users agree or disagree with this?

Tags: wireless, customer, t-mobile, tops, care, powers, rankings

Sunday, September 12, 2004

J.D. Power Survey: Carriers May Be Finally Catching Up With Customer Expectations

Posted by Kris Kumar in "OFF-TOPIC" @ 01:00 PM

http://www.jdpa.com/studies_jdpower/pressrelease3.asp?ss=tps&ID=2004099

"Overall satisfaction performance with wireless service providers has increased 5 percent over 2003, the first time a significant increase has been achieved on a year-to-year basis in three years, according to the J.D. Power and Associates 2004 U.S. Wireless Regional Customer Satisfaction Index (CSI) Study released today.

"Since the study was launched in 1995, overall wireless satisfaction performance has fluctuated in a downward trend based on a number of industry changes such as competitive expansion, mergers and key regulatory programs. These forces have made it difficult for carriers to meet customer expectations as wireless service gained mass appeal. Carriers may be finally catching up with customer expectations, particularly in areas where the industry as been concentrating most of its financial resources. For example, the call quality area receives the largest reported increase in satisfaction ratings over 2003 (increasing 7%), with coverage attributes such as "making calls outside local calling area" and "geographic size of local calling area" experiencing the biggest positive changes. Satisfaction with the cost of service has also risen significantly, mainly based on a strong increase in "fairness in roaming charges."

User submitted image

The key highlights of this study are:
� Overall wireless household penetration is 59%
� Overall satisfaction performance with carriers increased 5% over 2003
� T-Mobile ranked highest in all six regions
� Verizon Wireless also ranks highest in a tie in four regions
� Users report spending $55 per month on wireless service
� Only 60% of the total minutes in a typical service plan are used
� Wireless subscribers report receiving an average of 19 voice mail and 13 text messages per month 8O

You can check out the performance of each carrier on a region by region basis over here.

Tags: customer, power, survey, with, finally, carriers, expectations, jd, catching

Tuesday, August 10, 2004

T-Mobile Tops Customer Care Survey

Posted by Kris Kumar in "NEWS" @ 02:00 PM

http://www.rcrnews.com/cgi-bin/news.pl?newsId=19109

"T-Mobile was the clear leader in this most recent report, achieving a significantly lower frustration level than the other companies," said Peter U. Leppik, chief executive officer of VocaLabs, which conducted the survey. "While T-Mobile�s automation rate was a little lower than Verizon, T-Mobile ranked highest in caller satisfaction and call completion."

Many a times in the CDMA vs GSM debates on our site, readers have pointed out that the service cost and the customer support ranks among the biggest reasons for selecting or staying with a carrier. We know that T-Mobile (GSM based) offers one of the best rates, especially the data rates. And according to this survey conducted by VocaLabs, T-Mobile beat Verizon (CDMA) to take the top spot in customer care. I wonder if Verizon took a hit because of the frustrated Samsung i600 users. ;-) Cingular came in third, followed by AT&T Wireless and Sprint PCS. The survey didn't include Nextel and surprised that AT&T finished above Sprint PCS. As a T-Mobile customer, I have been very pleased with the customer care I have received. But would be a satisfied customer only when T-Mobile launches one of the Smartphones.

Tags: customer, survey, t-mobile, tops, care

Friday, July 9, 2004

T-Mobile Tops In Customer Service

Posted by David McNamee in "NEWS" @ 01:25 PM

J.D. Power and Associates has released its customer care ratings for US wireless carriers. T-Mobile is alone at the top of the list with 5-star rating - the highest possible. Here is how the list broke down:
  • T-Mobile - 5/5
  • Verizon - 4/5
  • ALLTEL - 3/5
  • Nextel - 3/5
  • AT&T Wireless - 2/5
  • Cingular - 2/5
  • Sprint PCS - 2/5
Over half of all wireless customers contacted their carrier's customer service during the last year. The top reasons? Billing and network quality, of course.

In the past year, I've been a customer of both AT&T Wireless and T-Mobile. T-Mobile definitely deserves the high rating. Now, if T-Mobile and their 5-star service would just release a Smartphone... :wink:

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  • Source: MobileTracker

Tags: service, customer, t-mobile, tops
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