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Survey: 73% of iPhone users are fine with AT&T's service

If you're the kind of person who loves quoting that ".5%" number given by Jobs at the press conference a few weeks ago as proof that AT&T's reception problems are overblown, you'll love this. A new survey released by Yankee Group says that 73% of iPhone users polled are actually "very satisfied" with their cell phone service. In fact, only 69% of smartphone users in general say they're happy with their provider, so not only is AT&T's service satisfactory according to this survey, but it's actually better than other services. Why is AT&T so hated when their service is actually good?

Yankee Group explains: it's not that the service is great, it's more that the phone is awesome. Customers really love their iPhones, and so even when the reception isn't very good, the overall experience scores high. AT&T says it's just a perception problem: "There's a gap between what people hear about us and what their experience is with us. We think that gap is beginning to close," according to a spokesman.

I'll say this: I carried my iPhone all over San Diego at Comic-Con last week, and the reception I got was just plain terrible. My net connection barely worked, calls were dropped, and I couldn't check email even when I needed to. But I'll admit that the AT&T problems exist in a strange place -- not only does the iPhone's otherwise shining example of user experience helping to outweigh AT&T's problems, but customers' high expectations for the iPhone probably have something to do with all of the complaining as well.

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If you're the kind of person who loves quoting that ".5%" number given by Jobs at the press conference a few weeks ago as proof that...
 

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Slade

I'm sorry in terms of reception, you cannot compare crap to chocolate. ATT still likes to sniff there own brew when it comes to this nonsense. The phone is cool. But your connection--well that's to be debated.

July 28 2010 at 9:04 AM Report abuse rate up rate down Reply
Chris Lewis

I agree with this report. I very rarely have a dropped call on AT&T and am very satisfied with the 3G performance. I’m also at an advantage where I have access to test handsets on Verizon, Sprint, & T-Mobile….based on my own testing, AT&T, currently has the fastest 3G service. The question are: (1) how will they compare with Verizon & Sprint’s (Clearwire’s) 4G service in the future & (2) how soon will their 3G coverage improve.

July 27 2010 at 1:58 PM Report abuse rate up rate down Reply
LifeSux

I'm going to concur on the comments about San Diego. We drove this summer from NY to CA and back. Took about a month. Visited lots of out of the way places. Not only was there 3G in places I never thought I'd get it, the vast majority of the time we had cell signal. Just in places like Death Valley and such it didn't work so well.

In Joshua Tree National Park, the Verizon people in the campground had better signal than we did, but that's because they had installed a temporary repeater for a rescue effort involving a lost hiker.

In San Diego, there were zero problems. I'd guess that a the comic-con people are using these connections to their fullest. What a strange comment to make "I went to a city I was unfamiliar with and spent 100% of my time surrounded by techno-geeks,in locations where they also spent all of their time and yet I am still surprised my cellphone didn't work".

We drove over 7000 miles. Not one dropped call.

July 27 2010 at 7:11 AM Report abuse rate up rate down Reply
Kacy

My wife and live and work in the New York area. Between us we have had 3 iPhones, since shortly after the first generation hit the streets. We can count the number of dropped calls on our fingers. Ok we might need a toe or two. But the dropped calls are so rare that they stand out. So I am not surprised that there are satisified customers.

I am not dismissing other's experience. In fact, I find people can't believe that I have had so few problems.

July 27 2010 at 1:26 AM Report abuse rate up rate down Reply
ehusar

It is not big cities that have issues. Come to Des Moines, IA and you will be just as frustrated. If I called ATT ever time I dropped a call I would never get any work done. I have given up talking to people in my house. But I will say that I don't drop as many calls with my iPhone 4 as long as I have my case on it. But that just means I drop 7 out of 10 instead of 9 out of 10. Still piss poor. But I do so many other things on my iPhone 4 I can't give it up. Ready to try another provider as soon as I can.

July 27 2010 at 12:47 AM Report abuse rate up rate down Reply
Birdiestyle

You live in Northern Wisconsin?? Really? Because unless you live right on the Interstate Corridor or a major city in Wisconsin you will not have service the majority of the time. So trying to claim that AT&T is a viable solution in "Northern Wisconsin" just drops your credibility.

So do they survey the people that return the phones because of AT&Ts problems. Or the people that wont or cant buy one until they get another carrier? So this 24 percent are the people that are living with the ATT problems because they love the phone and are not big enough fans that they will give good ratings on phone experience alone..

July 27 2010 at 12:09 AM Report abuse rate up rate down Reply
jwfnla

Wow. They soooo didn't call me on my T Mobile iPhone. Or my sister in NC... but of course, they couldn't call her because my family home is in a complete dead zone.

July 26 2010 at 10:06 PM Report abuse rate up rate down Reply
Anthony

Really? I have never had any problems in crowded places on AT&T... except right after the Super Bowl in Detroit when everybody on every carrier in that area was having issues connecting. (I'll give you a hint... everybody was trying to make the same "OMG!!!1!1 DID YOU SEE THAT????!??!?!!!1?" call.) Once my call went through, I had no issues. I've never had any issues... except when I owned my iPhone 3G (which I returned a week later... God, that was an awful experience. I know so many people with iPhones who've dropped calls and had slow data connections, both issues I don't have with my V9x or my Tilt 2). In fact, I couldn't be happier with my service. I've tried T-Mobile, I've tried Sprint, and I've tried Verizon, but none of them worked well where I needed them, so I've stayed with AT&T. They could lower their prices a bit, but I'd gladly continue paying for the service I get, and I will gladly defend and recommend AT&T without issue.

July 26 2010 at 9:31 PM Report abuse rate up rate down Reply
Josh

99% of iPhone users in San Francisco are waiting for the Verizon release.

July 26 2010 at 9:10 PM Report abuse rate up rate down Reply
1 reply to Josh's comment
Janak Parekh

I know at least 10 AT&T users (coworkers of mine) in SF and the South Bay that have no plans to switch to Verizon. Of course, that's still less than 1%, so perhaps your number is still accurate. :)

The key is that no carrier has perfect coverage in any city. If you have lousy coverage at home or work, then you'll be unhappy by definition. There are parts of NYC where Verizon sucks, parts where AT&T sucks, etc. This is why I recommend to my friends that, whenever they get a new phone, to test it at home and work and only to keep it if they are happy with the reception there.

July 27 2010 at 8:56 AM Report abuse rate up rate down Reply
Erik

I've never had a problem with AT&T living in Austin and San Antonio and using my iPhone...the first 3 versions, at least.
The problem I AM having now is dropping a call because my damn cheek hits the END button now on my iPhone 4.

July 26 2010 at 8:00 PM Report abuse rate up rate down Reply
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