The fines folks of RBC Capital (never heard of them) surveyed 200 iPhone users and 40 Pre owners. 82% of the 200 iPhone users said they were “very satisfied” with their device, while only 45% of Palm Pre users said they were “very satisfied” with the device. In all fairness the survey is a bit skewed since the sample pool is not equal and the Palm Pre is only on their first major iteration of the software. In less surprising news, when iPhone users were asked “What do you dislike most about your iPhone 3GS” an overwhelming 55% responded with “AT&T’s Network”. I find this particularly ironic since Sprint has long been held as the ‘worst carrier’ of the 4 majors and Palm Pre users biggest grip with their handset was “short battery life”.
Of note, I recently had a cell tower burn down in my neighborhood. This has left my apartment with little to no signal in the last week (although as of writing this article I’m back to full bars), which for someone that uses their cell phone as their primary mode of communication can be frustrating to say the least. It took a phone call to AT&T’s customer service for me to discover what the issue was, but I was very surprised with how AT&T addressed the issue. The customer service rep actually took the time to speak with technical support and after a few minutes of waiting on hold came back and came clean about the matter. But that’s not what really shocked me. Today, about 3 days later, I received a call from AT&Ts technical support following up about the matter. In the 14 years of having a cell phone (I’ve had one since I was 16) I’ve never ever received a follow up call regarding a previously registered issue unless I’ve asked for it. AT&T went above and beyond to address my concern. The funny thing was is that my signal died while on the phone with the technical rep. Just before the call was disconnected I asked him if I should seek any retribution for lost service (I wasn’t forceful, after all they didn’t burn down the cell). Within minutes the rep texted, yes texted me stating that they had added a credit of $20 to my next bill. Wow! Another first for me and I bearly asked for it. So, despite RBC’s survey I truly think AT&T is going above and beyond to clean up their customer service department. I’m not sure if I got special treatment because I’m an iPhone customer and worth a good chunk of dough, but I think it’s fair to say I’m pretty pleased with AT&T right. Hopefully in the future they’ll learn to use outlets such as Twitter, email and texting to proactively communicate such issues.