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AT&T customers not satisfied with service

A few times every year we get a Consumer Reports or JD Power and Associates survey regarding consumer satisfaction with the wireless industry. The Consumer Reports one just came out, and ranked AT&T as the worst among carriers. In general, it found that only 54 percent were “completely or very satisfied” with their cell service. Two thirds of respondents had a major complaint about their carrier. This seems like par for the course in the wireless industry.

Browsing through the user reviews of our featured pay as you go cell phone carriers, the lack of customer satisfaction is no surprise. Though the Consumer Reports survey dealt mainly with postpaid service, we know that the poor customer care practices extend into prepaid — and for some companies prepaid is much worse in that regard. Which is strange, because the Consumer Reports crew found mostly happy prepaid customers.

The sampling was small, but Consumer Reports found that Tracfone had the highest satisfaction score. It goes to show the polarizing nature of Tracfone. Some absolutely love it for its convenience, but others hate it for its poor customer support. Because the sample was small, I’m sure that most of the people surveyed never ran into a big problem with their Tracfone service. If they did and had to deal with customer service, perhaps they wouldn’t have been as satisfied.

T-Mobile, Verizon, and Virgin Mobile also graded out well among prepaid carriers.