VM ranks highest in customer satisfaction, do you agree?

biggpat86 · Jul 26, 2012

Press Release - 2012 U.S. Wireless Customer Care Full-Service Performance Study--Volume 2 and 2012 U.S. Wireless Customer Care Non-Contract Performance Study | J.D. Power

Looks like VM has ranked the highest again, according to a tweet and the above linked article, in the prepaid segment for general satisfaction.

What say you, my forum going brethren?

MonsterNo7 · Jul 26, 2012

i haven't had any trouble with vm yet. Considering i only pay 35 a month, i wasn't sure how great service was going to be. The only time I've lost service was when i visited my grandparents out in middle-o-nowhere Texas.

Point is, a lot of my friends complain about their 100 a month providers, and here's me with a brand new phone paying 35 a month and not having issues.

metsfan99 · Jul 26, 2012

I agree. I've been with Virgin about 1 1/2 years, and I have never been more satisfied with a carrier. I think a lot of it has to do with the value Virgin customers receive. Their customer service may not always be the best, but it is certainly not the worst. You really have no right to complain when a lot of people are paying 2 or 3 times the price for comparable or only marginally better service with other carriers.

hchen42 · Jul 26, 2012

In terms of swapping, exchanging equipement, parts, VM customer service is great!

In terms of actually solving call/text/data issues, VM customer service is doubtful.

Can't speak for other non-contract, since I've never used other non-contract.

Overall, I am ok with VM customer care. They respond and try to do the best. Although not always with the best results.

coco3133 · Jul 26, 2012

hchen42 said:
In terms of swapping, exchanging equipement, parts, VM customer service is great!

In terms of actually solving call/text/data issues, VM customer service is doubtful.

Can't speak for other non-contract, since I've never used other non-contract.

Overall, I am ok with VM customer care. They respond and try to do the best. Although not always with the best results.

Agreed :thumbup:

hiwatt · Jul 26, 2012

I've had vm for 10 months and can't complain. I don't think I've ever called customer service, but it couldn't be any worse than T Mobile (who are polite, but clueless).

mogelijk · Jul 26, 2012

I always tried to avoid talking to VM's phone support. I will say that it helped my opinion of them when I had a problem with my Optimus V (problem with the usb port on the phone, would frequently quit charging a few minutes after plugging it in) and they sent me a new phone as a replacement. Since they only had me return the phone, no battery or back cover, I essentially got a free battery and charger to go with the new replacement phone.

glock29guy · Jul 26, 2012

When I switched over from my LG Rumor Touch to a Samsung Intercept, my MMS messages would not send, nor could I receive any. This problem was beyond the realm of the foreign CS scripts, so they had to turn the problem over to "headquarters". I was supposed to get a call from them, but I never did. Funny thing is it magically started working again about 10 days later.

Their phone support is only good for billing problems and simple technical problems. Anything else, you are SOL.

tcomotcom · Jul 27, 2012

I was surprised by the result. However, the service is a good value and it makes me more tolerant of imperfection.

There were a bunch of problems people had when the Optimus V came out and I was getting pretty annoyed, but after a few months they fixed whatever they needed to fix and its been fine since then. I guess as long as you don't buy a handset when it first comes out, you'll probably have no complaints.

lou61166 · Jul 27, 2012

Virgin Mobile is great if you plan on using a basic phone or a feature phone,but a smartphone is gamble on what you are going to get,most agree that left it was the 3G dial up speeds,that made them switch carriers,paying 600 for an Iphone,and having to use VM'S 3G network has got to be a nightmare.

mogelijk · Jul 28, 2012

lou61166 said:
Virgin Mobile is great if you plan on using a basic phone or a feature phone,but a smartphone is gamble on what you are going to get,most agree that left it was the 3G dial up speeds,that made them switch carriers,paying 600 for an Iphone,and having to use VM'S 3G network has got to be a nightmare.

While I agree most of us that left VM did so because of 3G speed (and lack of 4G), it is also worth pointing out that some areas of the country have good Sprint (VM) service. For example, I was in Salt Lake City area for a week recently and they had solid Sprint coverage and speed -- to the point that I got better speeds from my Virgin Mobile phone's 3G than my hotels WiFi.

Carrier speeds and availability can vary greatly by location. The pain is finding out which carrier works best where you need it.

Petrah · Jul 30, 2012

VM ranks highest in customer satisfaction, do you agree?

Strongly disagree.. based on personal experience.

Also, check here: Virgin Mobile vs AT&T Wireless vs Boost Mobile vs Fido vs Metro PCS vs Net10 vs Simple Mobile vs Sprint - Nextel vs Straight Talk vs T-Mobile vs Telus vs Tracfone vs Verizon Wireless

riggerman1 · Jul 31, 2012

I believe he was talking customer satisfaction with the service itself as opposed to the customer service department. I for one, am very satisfied with the service, although i agree the customer service side could use some work. Although I must admit most large companies have the same issues.

mogelijk · Jul 31, 2012

Petrah said:
Strongly disagree.. based on personal experience.

Also, check here: Virgin Mobile vs AT&T Wireless vs Boost Mobile vs Fido vs Metro PCS vs Net10 vs Simple Mobile vs Sprint - Nextel vs Straight Talk vs T-Mobile vs Telus vs Tracfone vs Verizon Wireless

The thing that sticks out to me about that link is that almost all of them are rated as "Disappointing", with two rated "Terrible".

I will say that while Customer Support was never great for me (had the email notification with the Evo V, after three weeks when I got rid of the phone it was still unsolved), I had some good experiences.

Among the positives were getting a new phone (complete with a second battery and charger, since I didn't have to return my originals) when I had the charging problem with my Optimus V. The other thing I respect about VM is how they seem to try to grandfather those on older service plans.

For the complaining about having to switch to the $35 plan when you get a new phone, the fact they allowed people to stay on the $25 plan, and still aren't forcing people off a year after the rates changed, is something you typically don't see from any type of service where you don't have a contract.

MacFett · Jul 31, 2012

The service in my area has gone from bad to terribad. 3G signal is now so weak that my Elite is constantly searching for service. When on wifi I get 16-48 hours of battery life depending on use. When I'm on 3G I get 4 hours.

biggpat86 · Jul 31, 2012

VMs customer service, much like almost every company on this planet of ours, sucks. Hands down. If you like speaking to outsourced reps who constantly make you do uber low level troubleshooting, call em up and have a blast.

As for the service itself, I couldn't be any happier. SMS not sending occasionally is a drag, but happens so rarely that its not even in the list of cons. I have had VM since I signed up for these forums, and have never been outraged or disappointed.

One MMS sending/receive issue with my Intercept, and now the signal issues on my 3vo V. Two years, four or so phones, two issues. 'Nuff said.

mogelijk · Jul 31, 2012

MacFett said:
The service in my area has gone from bad to terribad. 3G signal is now so weak that my Elite is constantly searching for service. When on wifi I get 16-48 hours of battery life depending on use. When I'm on 3G I get 4 hours.

And this is the reason I left VM and switched to T-Mobile using the unlocked Galaxy Nexus. Sprint is in the process of doing some major network upgrades, so it will improve if you can wait. I just wasn't willing to wait for service to improve; not to mention liking that I can keep my phone and switch carriers if I don't like their service.

hiwatt · Jul 31, 2012

I suppose it's all relative to me. I came from T Mobile and a $92/month bill and EDGE speeds. Saving almost $60/month and having a phone that kicks the crap outta my Blackberry is rad. I must be in a good area because my 3G speeds are usually around 1-1.5, which is WAY faster than EDGE. Now granted T Mobile may have a faster network, but I left them, so I wouldn't know. Oh wait, I would because my sister has the My Touch 4g and that phone drops 4G on the reg and she pays well over $100 a month for it. No thanks.

mogelijk · Jul 31, 2012

hiwatt said:
I suppose it's all relative to me. I came from T Mobile and a $92/month bill and EDGE speeds. Saving almost $60/month and having a phone that kicks the crap outta my Blackberry is rad. I must be in a good area because my 3G speeds are usually around 1-1.5, which is WAY faster than EDGE. Now granted T Mobile may have a faster network, but I left them, so I wouldn't know. Oh wait, I would because my sister has the My Touch 4g and that phone drops 4G on the reg and she pays well over $100 a month for it. No thanks.

T-Mobile has a $30/month prepaid plan, while it only gives you 100 talk minutes it does give "unlimited" data, with 5GB before throttling. And as someone who was only getting EDGE speeds on VM on what was technically "3G", it's a nice improvement for a cheaper price. Not to mention a nicer phone, running Jellybean without rooting.

And, if at some point my 100 minutes supplemented by GrooveIP and Google Voice quits working for me, there are other prepaid carriers I can switch to and use my current phone.

VM ranks highest in customer satisfaction, do you agree?

Well-Known Member

Member

Well-Known Member

Well-Known Member

Android Enthusiast

Android Enthusiast

Android Expert

Newbie

Member

Android Enthusiast

Android Expert

Psychotic Female

Well-Known Member

Android Expert

Android Expert

Well-Known Member

Android Expert

Android Enthusiast

Android Expert

BEST TECH IN 2023

Smartphones

Best Android Phones

Upcoming

Best iPhones

Upcoming

Tablets

Best Tablets

Upcoming

Laptops

Best Laptops

Upcoming

Televisions

Best TVs

Upcoming

Game Consoles

Best Game Consoles

Upcoming

Wearables

Best Wearables

Upcoming

Smart Home

Smart Home Tech

Upcoming

Similar threads