4G phones mean more customer service calls, says J.D. Power

4G phones mean more customer service calls, says J.D. Power

Summary: Verizon Wireless maintains top spot in customer service despite an influx of 4G calls.

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TOPICS: Mobility, Hardware, Wi-Fi
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Owners of 4G wireless devices are more likely to call customer service for help, according to a J.D. Power report.

It's not clear whether these 4G problems are a long-term phenomena or growing pains. In any case, J.D. Power found that 60 percent of 4G subscribers called their wireless provider in the last six months. Customers with 3G phones called their carrier 47 percent of the time. Feature phone owners only called for support 35 percent of the time.

The big problems: 4G devices see more network problems and customers don't understand that service coverage is limited.

Given Verizon's lead in 4G most of those calls were aimed at the carrier. Nevertheless, Verizon Wireless had to top overall customer service score, according to J.D. Power.

Topics: Mobility, Hardware, Wi-Fi

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  • RE: 4G phones mean more customer service calls, says J.D. Power

    Yeah, Verizon bragging that it is '#1 in customer service' is the dumbest thing ever, as you can see on the chart, the difference between first place and last place is 762-739 = 23 points, or, to put it into perspective, a difference of less than one standard deviation.....and that 762 score is actually a failing score. So what that chart actually says is that customer service, across the board, is pretty awful and all companies are pretty much equally bad, everyone else gets a D- but Verizon is #1 because they get a D+

    Yeah Verizon! Not so much.
    Doctor Demento
    • RE: 4G phones mean more customer service calls, says J.D. Power

      @Doctor Demento
      +1
      Ram U