Wireless subscriber AT&T is the only U.S. provider carrying the Apple iPhone, but there is growing concern the popular mobile phone is hurting AT&T more than it's helping it.
An increasing number of AT&T phone owners are becoming frustrated with network connections and other similar complaints regarding the service.
A recent CFI Group survey discovered iPhone owners are the most loyal phone owners, noting 90% of owners would recommend the phone to others, but half of those surveyed also said they'd ditch AT&T for Verizon Wireless or another carrier.
AT&T recently floundered in a survey of the four top wireless providers, which is rather troubling considering Sprint-Nextel continually loses thousands of subscribers each quarter. The trend is so bad for Sprint that there are rumors T-Mobile is interested in purchasing the struggling mobile company.
"AT&T has never fared great in customer satisfaction surveys," CFI Group program director Doug Helmerich told CNET. "But they've never been last. Now AT&T is coming up last among smartphone users. The iPhone has been a cash cow for AT&T, but that cash comes at a cost in terms of overall satisfaction."
Subscribers across the U.S. have complained of dropped calls, disappointing 3G coverage, and disappearing text messages. AT&T understands there are some serious issues at the moment, and has invested almost $20 million this year to increase its wireless service this year.
It should be interesting to see how AT&T handles the added pressure of iPhone network support in 2010, as it's possible customer discontent could increase even further.
AT&T must now launch a new public relations campaign to get subscribers back on its side. The company seems to have exclusive rights to the iPhone for a while longer, but most focus on keeping Apple on its side, because it would be a disaster if the iPhone found its way to VZW in the future.
If you're an AT&T subscriber, what do you think of the service? Would you abandon the service for VZW?
