T-Mobile USA’s earns a 2.0-star rating from 699 reviews, showing that the majority of mobile service users are somewhat dissatisfied with their network coverage and customer service.
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not restoring service
My wfe and I have been t-mobile customers for about 5 years. On 5/17/2008, my cellphone was stolen. On 5/18/2008, I called a tmobile representative to cancel service on my line. The rep cancel my line and ordered a new phone a nokia 6133 but had to sign toa 2-year contract. The phone arrived on 5/21/2008. I was told to call tmobile give them my new sim card and my service would be activated. I did all these things and my phone could not be activated. I called all of 5/21, 5/22, 5/23, 5/24, e-mailed tmobile on 5/25, they were closed on 5/26, called 5/27, 5/28, talked to various reps. They claimed there was a system glitich and take 3-5 days to restore. As of today 5/30/2008, the service to my phone has not been restored and is still been given the runaround about my service. I am a over the road driver I need my service to keep in touch with my company, my family and in case I breakdown to call help when I needed. I have been generally been pleases with t-mobile until now looks no end is sight. My wife and I are very unhappy the way tmobile has treated us.
Sim card fraud
I was using my fiancée’s SIM and phone while I was in US, I cam back to India and had not used my SIM / phone for 3 months. In this time I lost my SIM card and someone in Bangalore stole it and made lot of local calls which I realized only after a month when I saw the bill of 1600$! Now I have deactivated that SIM, however I brought a new SIM with same number as before from a local store, because I dint want to lose the contacts and could not afford another connection.
I have a list of all the phone numbers to which calls were made at that time when it got stolen. The SIM card was from T-mobile, and the customer care refused to help. I had even requested for a sim suspension before my travel, but they refused that I had ever made such a request. And I have no records of the request made now as i did not receive any request number.
Do you think it is possible to track the person who stole it and is there a way I can get him to pay my money back? If you cannot help, let me know if you know of any agency or department where I can report this and get help.
I appreciate any help you could offer!
you got ###ed in the ###
Fake water damage to void warranty
T-mobile is claiming my sidekick_id has water damage to avoid replacing it - especially now that they no longer sell it or have the model available, unless a useless one has been returned.
My issue is that ALL the white circles and markings inside the phone and on the back of the battery are snow white PLUS upon checking the charging port, I find NO CORROSION, NO RUST, NO 'GREENING' whatsoever, none at all.
After reviewing this & other complaints in the section (cell phones) and the company (t-mobile) - it has become VERY CLEAR that many of the problems STRONGLY LEAN ON WHERE THEY FIND THE PERSONNEL THAT THEY HIRE!
My phone is just over a year old and I am disabled so I don't spend much time outside. When charging the phone, the connection to the charging port is unstable and you have to have it in just the right position to get it to work. I took it to T-Mobile, they shined a flash light in the port and said it was green in there so there must be water damage. I tell them it's never been near the water. They tell me just the humidity in the air can cause the port to corrode and thereby voids the warranty. Really? Then why don't they have a cover for the port to keep the humidity out when not charging. I took the phone home and looked in the port myself with a high powered light and a jewelers magnifying glass and I could see nothing green. Smells like a scam to me.
i have sent back 2 phones to tmobile where the indicators were bright white, and then later I get a letter in the mail stating water damage. I will be filing a law suit.
Tmobile's defective handsets, poor customer service and negligence to resolve existing issues
Tmobile is a total rip off and i along with others are filing complaints with the bbb and ftc and you should too! Terrible customer service, they talk to you as if you're not the one putting out the money! Poor reception and coverage! multiple defective phones! And each rep you speak with explains something differently! Tmobile has got to be stopped! I am writing about the ongoing lack of support from tmobile. I recently purchased a phone within less than a 6 month period from tmobile (tmobile shadow) which was having ongoing defective issues. Tmobile did very little to resolve the issues and all they would do is send out another phone. overall i received what they would call a "multiple exchanges" and so a rep i spoke with suggested that I TRY the RIM blackberry pearl device. When I received the blackberry it too had a lot of issues, more dropped calls, terrible volume, poor features, less features, lines n the screen, the back light barely said on, tiny font although it has been adjusted, poor response, and it keeps erasing data saved by itself. I then called tmobile back only a dozen times to still be told different things. One RUDE rep noted my account that I would have to deal with the phone I DID NOT ORIGINALLY PURCHASE because TMOBILE HAS A DEAL WITH THE RESTOCKING COMPANY. but i DIDN'T MAKE A DID WITH THEM! NOR WAS I INFORMED THAT THE EXCHANGE WOULD BE MADE PERMANENT! Some reps at TMOBILE would not help me because i DIDN'T have the account holder's password at hand but gave my stalker ex boyfriend the name on my account along with other information! He couldn't even verify the account! Now tmobile is trying to charge me a restocking fee of 298 for the already purchased shadow because i returned the RIM blackberry instead! How is it that I am not only paying for tmobile's negligence but still have to stick with the rim's eye squinting features?!
The complaint has been investigated and resolved to the customer’s satisfaction.
The person that is talking about how the blackberry pearl is good is an idiot. This is by far the worst phone I have ever gotten because it has so many defects. I haven't downloaded anything nor do I store a whole bunch of messages on it. First off my previous sim card did not transfer anything over to the blackberry "smart phone". Next is has problems with text messaging. It will not let me text message and the only way I can text message out is to forward a previous text message and then erase everything and then write my message. The next message only worked for a few days before it broke. It already had many dropped calls and as of right now I can not call or receive any phone calls or messages. You also can not send picture messages on this phone which is gay. Sometimes it sends me messages that I have already received except it is in fragments of the previous message. Yes I have paid my bill and yes I do pay for text messages and picture messages. This phone is a waste of money and I thought an expensive phone would be reliable. Ha don't waste your money because you will see a lot of problems.
okay okay.. first off.. you purchased a t-mobile shadow.. a phone that completely BOMBED from t-mobile.. the phone sucks and if you were smart enough to look at reviews you would have seen the same thing.
secondly, yes.. they will continue to send you the same phone.. because it is the phone you purchased, they shouldn't have to send you a different/better phone.
thirdly, the blackberry pearl is one of the best phones t-mobile has came out with to date.. and if you were having problems with the screen brigtness, change it, font can be changeed, and if it is deleting saved messages, then you need to figure out how to work your phone.. the blackberry's will delete call logs, messages, and other things if you device memory is too low.. quit storing everything on the phone and go buy a micro-sd card.
i'm tired of people ### about t-mobile.. you just need to be smart and know how to work your phone and work the company.
guaranteed if you went to another company and asked customers there is always people that say the same ### about the other company.
Scams
Every time I have a problem with a phone from T-Mobile they want me to sign a 2 year contract extension for them to fix their problem. I bought a Motorola phone and software, but the phone is defective and the software does not interface with the phone as advertised. These people are interested in company service and they have left customer out of the mix. When I am told they stand behind their products and services, it is a lie. Anyone seeing this 'be aware' of this trickery and bold face lies. They promise coverage, there is very little, they wish to upgrade my phone, when the one they sold me won't work. Anyone see a problem with this? When I call support they want to transfer me to someone who couldn't find a pin in a sewing shop.
The complaint has been investigated and resolved to the customer’s satisfaction.
Billing problem
I have had T Mobile for 2 months now. On my first bill there was 21 outgoing text messages I was charged for. I have never sent a text message. I have talked to customer service pretty much on a daily basis since. I have changed my number, got a new phone and a new SIM card. The messages keep showing up. I figured out last night that they are charging me for an outgoing text message every time I turn my phone on. I am in a roaming area generally, but has anyone ever heard of this? I am so frustrated that they will not help me and am left with my only recourse to pay to break my contract.
Hey, after visiting a T-Mobile Store my phone was cloned and international calls were made. Maybe someone in the store is involved in the scam. T-Mobile refused to investigate and, since, has charged me for everything but the kitchen sink. Don't use T-Mobile and if they merge with AT&T, don't use AT&T.
they need to have they service better then this not the first time this happen to me
am trying to pay am bill and i cant am tryin to get my money back in to my card
Out of network
I have coverage at my home only. Once I leave my home there is no coverage. I am in Real Estate and need coverage in the City in which I do business, Tyler, Texas Pop. 120K+ I was assured before choosing T Mobile that the coverage in my area was GREAT! It does not work 3 blocks from my house!
They want $200 to release me from my contract. Sorry! No service- still I pay?
I already have another provider, and will use my $35.00 a month minutes with T Mobile on personal long distance calls until the end of my contract.
I will not pay them for NO SERVICE and deceptive trade practices!
Also- I plan to make sure that each day I speak with someone in business - and there are 1300 Agents in my area - that they know all about T-Mobile and there business practices.
The complaint has been investigated and resolved to the customer’s satisfaction.
I 'm t- mobile customer, last year I changed my phone and added a new line . so they extend my contract one more year and I signed, but now I tried to cancel because I don't have signal in my work. And they said I'm still under contract .I asked why and they said one year was only for the new line that I added and one more year for the shipper free phone . Now I have to wait one long year or pay $400.00 to cancel, that is the way how t-mobile said thanks to their customer . And also they give good prices for bad... signals...
High balance bill
in Jan 12 2008 at 4:45am I been robbed, all my stuff had been taken, my cell phone & my car . Also I got some injuries in my body.
Then the police came to the crime location & they called ambulance for my.
I stayed like 7 to 8 hours in the hospital.
The first thing I did after getting out from the hospital was calling T-mobile customer service to suspend the phone service, but wile I was in the hospital the robber made an international calls for more than $500 .
I discover that when I got the first bill after the robbery.
Then I called T-Mobil customer service to solve this problem. But the representative said that I have to get a police report for that crime, so I sent a request for that report & I got it after 3 weeks. I sent it to them but they said it is not enough you have to get the hospital record; I couldn't because I didn't leave my information to the hospital after the accident.
In similar situation I called the credit card company after I losing my card & they cancelled all transaction within 24 hours of my call.
Right now I have two month of service suspension & extra late fees plus the original bill for more than $500
T-Mobile has gone downhill just like all big corporations. I have had t-mobile for several years. Sometimes I have been late on my bill, but always catch it up. Now that all this financial meltdown has happened, t-mobile is turning into a greedy, harrassing, money machine. I only owed a very small amount on my bill from last billing cycle and my phone was suspended, and guess what? On top of suspending my phone service, they have also tacked on a 20.00 fee! T-mobile is based in Germany, boasts being one of the largest providers of cellular service world wide. Lets hope that the law is passed for people to leave a company without having to pay up to 200.00 to cancel. It's a win-win situation for these companies, and they grow more greedy by the day. We all have to say enough is enough! We cannot be slaves to corporations, if we all stopped using their services they would have no choice but to stop being lying, stealing crooks. If the law is passed I will be leaving t-mobile and maybe even eliminating having a cell phone. Change begins with us, we have the power to put evil corporations out of business.
Fraud and scam!
I was formerly a t-mobile 'Sales Support Agent.' My job entailed fixing the mistakes of other sales representatives. I worked for the t-mobile client for a year and a half, most of which I hated both my own tmobile service and the service our customers received. There were times when I KNEW the company was 'pulling one over' on people and there was nothing...
Read full review of T-Mobile USA and 1 commentBreach of contract, poor service
Before moving back home to Louisville I decided to purchase a cell phone service for my boyfriend and I. We went with T-Mobile. At the store we were explained that everything with their plans was legit. We went with the Flex Plan. Originally, I only purchased 700 Whenever minutes which was suficient. With the plan we also received free mobile-to-mobile and nights and weekends.
It wasn't until I was frustrated with running out of minutes and tired of adding money to a Flex Acct. for more talk time that I raised our plan to 1000 Whenever minutes. Not very long after raising our plan we found that T-Mobile has been having technical issues with our area and the timezone issue.
Even if we are out of minutes our phones should still be able to call one another. We can not! We should still have free nights at 9 pm. We do not get that until early hours of the morning. So basically from the beginning we have been billed for minute that we used talking after 9 pm and to one another, which should have been considered free.
They have broken the contract I signed! The plan I wanted to buy I have never received and I cannot cancel until I pay $200 for each line. That is $400 dollars for two phones that have never provided the service they were meant to. Also I am not even allowed to lower my plan back down to 700 minutes which was a lot cheaper. I am stuck and they will not help when they caused all of this. Now they say we are billed correctly but we are not. The only solution they say: Keep a journal of all calls and for how long... I have a daughter, job, and college. I DO NOT have time to keep a live journal of my calls.
WORD TO THE WISE: DO NOT SIGN WITH T-MOBILE!
I just wrote this complaint but the above phone number is incorrect. Please contact through email. Thank You.
Scam and fraud!
I am in the Navy and am required to move around a lot. I also do a lot of traveling inside the US visiting family and friends. My T-mobile phone only works in a few spots of the US. I always see others with version and Cingular using the phone, but mine has no antenna. I thought maybe I could get a new phone (with another 1Year contract) and that would fix my problem. I was wrong. I now have a cell phone that works less than 35% of the time while these other folks walk around me using the cell phone all the time. I will make my move to cingular after this contract.
I have been a tmobile customer since 2002. I purchased a sidekick slide for my son march 2008 and my son has been complaining about the phone starting in june 08. The phone is fully charges and the next 10 minutes the battery is dead. I purchased 2 new charges from tnobile june 08, those two charges do not work properly and I refused to purchase new battery and new charges after spending all this money on these accessories and they don't work. I went into the tmobile and a very unprofessional guy was in there and called me ignorant. I had my son with me and I told him he was un professional and I walked out the store. I do not want tmobile anymore at this point. I am dissatisfied with tmobile and I am going to tell my family to not renew there contracts with tmobile.
some one using my name to get phones
Fraud customer service and policy!
My story started with my wife getting me a Black Berry Curv through T-Mobile (my cell provider). I received the phone right before we left town for Christmas. 3 days later I realized that I didn’t like the phone and I tried to take it back to the T-Mobile store on MacArthur Blvd. in Las Colinas, I was then told that I had to send it back through mail. When...
Read full review of T-Mobile USA and 24 commentsErasing of all info
Fax: [protected]
Attention: Robert Dotson, President and Chief Executive Officer
RE: [protected]
Account: Tsukada, Lourdes
Mr. Dotson,
I am a customer of T-Mobile and have been since 2001. I would like to bring to your attention an incident which I experienced and am unfortunately forever affected and devastated with the outcome of an 8.5 hour day ,with several levels of Customer Service Departments, Dash/PDA Departments and IT Departments. The end result for me is: total wipe out of back up materials on my Dell, Inspiron 1501, Laptop on contacts and calendar information. In addition to this, my T-Mobile Dash was affected by total erasing of my calendar (i.e. key business appointments, doctor appointments) and out of a total contact list of 284, 150+ contacts were “wiped out/erased” from my PDA.
I would like to explain how this happened and the experience I went through with the T-Mobile company on February 4th, 2008 from 9 am until 4:13 pm (non stop by the way) with the result of “erased information” mentioned above.
Problem I was trying to resolve: my T-Mobile cell phone had been set up with my work IT Department so the Network/Exchange server would download any entries made from my PDA, exchange Outlook entries, and home Laptop entries on Outlook (upon synchronization – which was automatically occurring throughout the day). The home Laptop synchronization occurred only when I was “connected” with the exchange work server so this was performed manually by me every morning on my laptop.
Another tidbit: the reason for choosing the T-Mobile Dash was the ability of the phone to create the key information and keep it within the phone/computer/laptop. This was highly recommended by my company. I wanted a Blackberry, they recommended the T-Mobile Dash. The unit was purchased with this in mind: all entries would be downloading automatically unto the PDA. This information was confirmed by me back when I talked to Customer Service online and via the telephone at [protected].
Upon our company declaring bankruptcy, lender, our exchange network server was discontinued. 3 days ago, I noticed my emails were not downloading nor were reminders on appointments functioning properly. Consequently, I contacted the Customer Service Department from my land line, home number of [protected], yesterday, the only day I had the morning free.
The telephone calls started at 9 am and ended in total disaster at 4:13pm.
Summary with details:
I started the process with a Customer Service representative by the name of Steven. Steven, transferred me to Jeff in the PDA Department. Jeff noticed I was currently paying $29.99 and advised me of a new plan adjustment which just recently took place and adjusted my new monthly charge down to $19.99. This was very positive monetarily for me so I was happy with this change.
I proceeded to explain the situation to Jeff and we started with the process of “fixing” my problem. I was asked to access my Windows Mobile center. The following instructions were provided and I followed them as instructed:
1. I was asked to go to the menu
2. Delete the partnership (existing on the device and laptop)
3. Asked to connect the cable from Laptop to Dash unit
Result: nothing, it did not work. Jeff then asked me to hold while he connected me to the IT Department. Next, I was disconnected while in the process of deletion of the server exchange….
I once more called your Customer Service line [protected]. This time I spoke with an individual by the name of Isac or Isic (sorry for any misspelling of his name). In order to take down any information or even transfer me or go to the next step, I was asked once more these questions by him and again an offer to see if a resolution could be achieved by him. Here are the questions because I am now training and have been trained on the responses needed for the “ascertain” of the customer’s information:
1. Cell number
2. Last name
3. First name
4. Last 4 digits from SS# and I would correct them all to ask for pin number since this was a process Jeff explained had been put in place now at T-Mobile. I would mention this to the new individual and they would acknowledge this was true
5. Asked what the problem was so they could see if they could help
6. The problem (synopsis) was explained and the entire process
Unfortunately, none of the conversations prior to Isac, had been entered as notes within my account nor mention of prior telephone calls with Steven and Jeff.
Isac, after having me again explain ONE more time the problem, stated he would need to transfer me to the PDA Department. Again, I was placed on hold and once more the disconnecting occurred from the department.
Notation: My home number works fine and the disconnecting was not originating from my land line….since for the rest of the day, I was talking back & forth with various departments.
I once more dialed your Customer Service Department [protected]. This time, I am asking for ID#s so I may track the phone calls, to whom I spoke with and be able to provide facts at a later date with the experience I had succumbed to, by “lack of service or knowledge”.
The individual I now spoke with was Regina ID#[protected]. Again I was asked questions 1-6 (mentioned above) and again, Regina had me go through the entire process from the Mobile Device Center to conclude the same: nothing solved and beyond her knowledge. She then stated it was not a T-Mobile problem, it was the manufacturer’s problem and she could not do anything about this. She then stated she would transfer me to the manufacturer of the PDA. I requested a telephone number so I may contact them directly should the line be disconnected. Regina provided me with the phone number [protected].
Upon connecting to this department and Regina leaving the telephone line, I spoke with a Chris. He was surprised at my being transferred to Blackberry because they were not the manufacturers of the HT unit (T-Mobile Dash). He offered to assist me in locating any information (i.e. telephone number, website, etc.) yet could not find any posted on the internet.
Chris was kind enough to offer to contact T-Mobile himself and explain the problem and how I had been also transferred to the wrong telephone number and company. He obtained a live person by the name of Brittany, who in turn transferred me to a Tiffany ID# 0732319. Questions 1-6 were asked once more. At this point, I was asking everyone for their names and ID#s so once more, I could keep track of all individuals affecting my PDA and laptop.
She after reading the notes on my account and after hearing all of my explanations once more, was not able to assist me and asked for me to hold (once more) to be transferred to someone who could assist me.
I am was now speaking with a Tech by the name of Sophia ID#0955010. Who again asked the questions 1-6. Again, I was asked to go through the Mobile Device Center and the partnership was deleted once more and the rest of the process followed once more. The process was unsuccessful and all kinds of problems are now occurring with the synching process. I was again asked to hold for a transfer to another department and individual with knowledge to review my problem and provide a resolution. Again, I was disconnected.
I again called your Customer Service Department, [protected]. Again asked questions 1-6 which were answered with a disgruntle from me since I was tired of this verification having to take place for the transfer from Customer Service to the PDA Department to take place. Luckily, I got transferred to the department this time without any mishaps.
I now was speaking with Phillip ID#1220211 around 12:30pm now. He walked through the entire process of Mobile Device Center process of “synching” with the PDA and all steps necessary for this to take place. Errors occurred again…..he then asked what version of the PDA system the unit had and upon verifying it was version 5.0, asked me to start all over since 6.0 was the version he was familiar with and would work better with Vista. Again, we started the process from start to finish. This time, the emails downloaded yet we still had problems with my Calendar not updating. Once again we restarted the entire process once more. We uploaded the 6.0 and restarted again. By this time, it is close to 3:00pm or so.
Phillip went into explanation that the exchange server was a requesting for the exchange server password because the exchange server was “inputted” in my Outlook. He proceeded to show me where and instructed me on how and that needed to be done. I deleted the Microsoft exchange server so I would not get asked once more any passwords or any other information necessary so we could move to the level needed for my Dash unit. The synchronization was taking place and was slow in the process so we agreed he would hang up and call me back within 20 to 30 minutes or so.
After we disconnected each other, I entered into my Outlook account so I could review all of my emails and respond to them until our next telephone conversation. This is WHEN I DISCOVERED all of my emails contained with the Microsoft exchange folder, in my inbox, which had been downloaded and existed in my laptop archive, had disappeared and my contacts which had been updated for the last 2 years had disappeared as well. The only existing information was my contacts from several years ago AND the ones existent prior to 3 years ago…NONE of my current entries, appointments, and contacts existed within my database/laptop.
Of course as you may understand, I lost it. I was a basket case since I relied 100% on my PDA and my laptop database as my “MEMORY”. I could not verify any information on the PDA since this was “synching” with my PDA. I was panicking now: what if I lost all of the information and all of the lost information was transferring now to my PDA via the synch and I was losing all of this information as well. I was devastated, panicky, destroyed and totally hysterical at this point. My business relies 100% on appointments recorded as I am a lender AND I have a small business focusing on client relations!
I waited patiently for Phillip’s call and was waiting for the sync to finish. Upon the sync finishing, I double checked my PDA and fortunately for me, ALL the prior information still existed within my PDA yet the information was non-existent on my laptop. Of this I was somewhat relieved since I still had access to “my mini memory” and could keep all of my commitments and had all of my complete contact information and database “SOMEWHERE”.
Phillip called again and I let him know of my problem. He was very apologetic and offered to transfer me to another layer of another Department of IT to solve my problem. I really was not confident at this point yet trusted once more T-Mobile would know what to do.
I was now transferred to Marcel – who stated he was from the 3rd level of IT departments of T-Mobile in Kirkland/Redmond ( I cannot remember which of the two locations). He also stated, upon my requesting this, he did not have an ID# since the 3rd level IT did not have these, yet stated his extension was 14137.
I again replied to questions 1- 6. I must say, Mr. Dotson, I am now questioning any processes anyone employee is asking me to do and this also upset Marcel as well. I explained the danger of this point of ANY ERASING of information because my PDA now was the ONLY source of information for my business and my contacts – the only one who now had remained intact. He reassured me after my cautioning him 6 TIMES and I did not apologize for this, that he better know what he was doing and I was also sorry for questioning him but I had now spent the entire day with various individuals and conclusion: totally messed up laptop, Verizon emails not functioning properly and my PDA the only source of accurate information for this.
I was very ADAMENT in questioning his skill and his assuring me the information from my PDA would not be altered or affected. The PDA was the ONLY source of information which I needed as a Lender and again for my business. He assured me several times, he knew what he was doing. He was a little miffed by my doubting his ability…..
We again hooked up the cables and once again started the process of “synch”. I was now double checking everything and at one point noticed my calendar on the laptop changing. I was alarmed by this and told Marcel. He assured me this was good.
Upon the synchronization, I was asked to look at the PDA for information downloaded for both the Laptop and the PDA.
ALL OF THE CALENDAR INFORMATON HAD BEEN ERASED! I tore off the cable and still was not in time to stop the deletion of 150 new contact entries I had previously entered on my PDA. WHICH HAD BEEN THERE BEFORE! I was now irate and told Marcel that I found it unacceptable and was devastated and had explicitly explained the ramifications of any errors and he had assured me earlier, he knew what he was doing. Now he had the audacity to state it was not his fault!
He wanted to transfer me to another representative and I said I had spent the entire day with T-Mobile reps, lost appointments, lost money today and now had another appointment I was not missing: a date with my husband at 5pm for the Sonics game. He said if I could not stay he could have someone call me. I said I needed someone to call me back tomorrow, February 5th, at 7am. This would be the only time I would be available.
Marcel again stated it was not his fault and we should never have selected to update the contacts…within the Mobile Device Center. He said he was trying to help me but I now was not available for the problem to be fixed. Mr. Dotson, I hit the roof! I demanded for someone who knew what they were doing to please call me back today, at 7am. And hung up after an assurance from Marcel that someone would without fail, call me back tomorrow, at 7am even if another manager on shift.
Mr. Dotson, although the Sonics lost against the Chicago Bulls, this “break” in the 8.5 hours or so with T-Mobile and disastrous outcome was exactly what I needed at the moment. I apologize if I could not stay any longer on the telephone BUT quite frankly I was DEVASTED with the results!
Today, February 5, 2008, no one from that department has called me back and it is 9:40 am. I did place a telephone call again at 7:15am, with Customer Service Department at [protected]. I spoke with a Tisha ID#[protected]. I was asked once more to provide answers to questions 1-6 or else she could not help me. I was upset and demanded to speak to a Manager level. Again, Tisha stated she needed questions 1-6 answered. She only understood 1-5 and corrected me that the pin number was not a choice or question they asked and that the 4 last digits of the SS# were needed. I re-trained her, after providing the 4 digits of my SS# and was finally transferred to the floor Supervisor, Rachel ID#1120204 in Texas Call Center.
Rachel was super sympathetic and promised to provide help via her Floor Manager and she would personally put in my request for a Manager to speak to me and would call me back with a name & ID# of the individual who would call me back and try to assist me in finding, if possible, solutions for the mess T-Mobile Departments had created. She called me 20 minutes later and provided the name of the Floor Manager in Texas Call Center: Silvery – she did not have an ID# because had forgotten to ask. She apologized for this. She was also kind enough to provide a fax and email for the HQ and your name as the “top dog”.
In the meantime, via the internet, I searched for all of the Executive Officers names, so this letter and the experience and devastating results, would be brought to the attention of someone with “power” to fix, apologize, fire, anything which would avoid this type of inefficiency and destruction of other clients’ information from happening again.
The information is lost permanently on my PDA and on my laptop. EVERYTHING has been erased from my PDA and I am hesitant now on doing ANY TYPE OF sync on the PDA or the laptop.
Should you have any solutions, I am more than happy to listen since I have lost everything – there is nothing else to lose.
My clients, my business, my income has been affected in a way which is unforgivable and has had and will affect my salary and client relationship and my being to cal back clients when the contact information has been permanently erased from both databases for the next who knows, months!
I am at a loss for words….outside of this letter. I have been having major problems with T-Mobile these last 2 years but this incident = the worst in my entire business career (20+ years)!
I look forward to a reply from you and your company. I also look forward to any resolutions which may exist……….
Sincerely,
Lourdes Tsukada
CC:
Cole Brodman (Chief Technology and Innovation Officer); Brian Kirkpatrick(Executive Vice President and Chief Financial Officer); Dave Miller (Senior Vice President and General Counsel); Susan Nokes (Chief Customer and Operations Officer); Neville Ray (Senior Vice President, Engineering Operations); Manuel Sousa (Senior Vice President and Chief People Officer); Rob Strickland (Senior Vice President and Chief Information Officer)
HELLO TO WHOM it concerns i had the worst service that i ever witness. T-MOBILE company SUCKS im going to put this on every news channel i can . i had a bad experience with t-mobile every since i had them. THE agents are un professional don't have a clue on what's going and how to handle customers. DEALING with this company is like eating nuclear war heads. i bought a t-mobile dash had it for 2 months it stop working.. the phone wouldn't charge or turn on i went to t-mobile off site stores no hel;p they didn't even have a clue. I got the run around. so im asking them to close my accounts and all they are after is money no service. i paid $21.95 express for exchange phone after i paid. the agents in the store told me my order has been done. hhmmm i caled them back 5 days later the order hasn't been even place until the day good grief what in the hell is going on with these damn people. im going all t-mobile competitors which i documented and show them what happened to me so they know their store are much better and im turning people away fromt-mobile by the dozens. so get your ### together
Well, folks, this experience taught me so much that I still am able to do some double checking myself even with a Blackberry Curve from Verizon. And able to go through 1-6 quickly, then ask for the level of IT service w/in cell company directly and then of course = end up with Blackberry. But it is less time on the telephone and more direct to obtaining the assistance I am needing at that particular moment! :) To this day, an answer from T-Mobile has not been provided nor an apology. It is sad. Apologies to these types of situations ARE what really have customers stay with a company - BECAUSE of the extra mile and the successful resolution to the problem. Verizon did such a feat. They got my account and I a new cell phone. I had been a client of T-Mobile for a long time. I really was sad to leave and honestly with the circumstances which I left: bad taste in my mouth! Mind you, not all cell phone companies are 100% good all the time. Yet if you do think this way and expect 100% best customer service & problem solving - These are unreasonable expectations. But your expectation for the company to be 80-85% is very, very good in today's market. One suggestion for T-Mobile & perhaps any cellular company is: Customer Service training needs to include the extremely difficult situations. These occasions can then be reviewed, analyzed, learned from, and taught as "update on cases/problems seen" class for employees. One good training technique is to have the top level IT employees present, on a quarterly basis, the most difficult case they had, how they solved it, and what did they learn from it. Make the IT Dept. have a competition- games are always good so have a game: "Who had the hardest problem to solve & how did they do this?" This information can then be downloaded into the information database/library of "solutions" and available to all customer service employees at all levels w/in their computer guidance book. I still have not received a response and today is Dec. 8, 2011. Today's market is about quick, efficient, accurate and showing you who does care customer service - ALL ONLINE. The consumer, via the Internet, is very savvy. Service and delivery are key fundamentals to keeping a product "on the line". Cell phones are getting cheaper & cheaper. Now, all cell phone companies are more than happy to match or better any pricing packages we may have - JUST - for switching to their company (of course w/2 year contract). What really distinguishes one from another? Customer Service and the SHOWING that the clients are taken care of as best they can. As a consumer, if you are like me, we hate changing companies. We will give our commitment to that company at our 100% ..until...well, you now know the letter with T-Mobile. It took 8.5+ hours plus several attempts via Internet & fax directly to the Top Guy w/out success for me to switch!
I have had multiple problems/exchanges with my dash purchased less than 7 months ago...and with customer service at Tmobile. In all fairness I did speak with multiple reps all of whom were professional (with the exception of one...a supervisor believe it or not!)but unable to resolve my issue. After going around and round I finally said I would like to cancel my service and was tranferred to thir "saves" dept. I then spoke with another rep that said she could upgrade my phone for $79 dollars if I renewed my contract for another 2 year...Huh? Why would I do that? I expect to get what I paid for which is a functioning handheld device...not to be roped into another contract and expected to pay more money because I was sold an inferior device! Realizing I wasnt going to get resolution, I elevated my complaint and asked to speak to a supervisor. I again explained my situation but to no avail. I finally said that if they couldnt/wouldnt resolve the issue I would find another provider and cancel my service because I did not get what I paid for. I am a busy professional who travels extensively. I rely on having a functional user friendly mobile device. I do not have time to sit on hold with my mobile phone company for hours on end in an effort to get quality service that I pay good money for. The supervisor told me that if I cancel Tmobile will charge me a $200 dollar per line early termination fee. I said if you bill me I will refuse to pay as I paid over $300 for the Dash less than a year ago, and I have had nothing but problems with it even after multiple exchanges. Not to mention the fact that I have been a loyal customer for over 4 years. Her response was that they would send me to collections. I told her if that was the case I would write a letter to Consumer Affairs and the Better Business Bureau to refute these charges as I purchased the phone less than a year ago and did not get what I paid for. I was very matter of fact but never rude and not once did I raise my voice. Long story short she hung up on me and then prompty disconnected my service before I had the opportunity to give her a cancelation date. Unbelievable!
I couldn't have said it any better than that . This person sufford a loss much greater than mine but the situation at hand is the same. Cell Phone dead loss of information that can not be recovered and the technical spiral throught the customer (lack of service) departments and 4 hrs later, could have been corrected long before. This is my third phone now of the htc dash and all have been software issues. The only reason I haven't changed phones is the fact of having to buy another without changing my contract and I do not think I should have to spend anymore money than what I have already been out of pocket.
please contact me as well thank you
Overcharged!
I have been a t-mobile customer since 2002. I receive no credit for that at all. you have to purchase their phones. I have received one JUNK PHONE over and over. I have been send back refurbished phones that the key pads do not work. I have had to complete orders for reps and supervisors that do not follow thru. this last phone last a total of 2 months.
I was promised that I would be credited the shipping but that never happened the rep failed to put it in the log. I had to pay full price for the next phone. the rep had the guts to ask me if my phone was dead how was I calling him. I told him that I pulled out one of the garage phones that his company had sent me before and I was using a phone that didn't even have a working screen. OF COURSE, I had to sign another 2 year contract to get the phone at full price. What a RIP-OFF.
T-mobile- JUNK PHONE CITY. PISS POOR CUSTOMER SERVICE. HOW THIS COMPANY GOT THE JD POWER AWARD BLOWS MY MIND. The have to advertise Cheap because you have to do their job for them.
The complaint has been investigated and resolved to the customer’s satisfaction.
I was reading a news article about T-Mobile on how they ripped off their customers by charging them a dollar or two a month extra for services they were not allowed to collect by law, or didn't report. I'm not sure about what it was but did anyone get a reimbursement of any kind? Just wanted to know if there was any law that was broken or legal action taken ?! I was a customer of theirs for many years. I even paid a $400 and some bill when my daughter was in the NAVY and was ordered by her superiors to let the people; that were stranded by Hurricane IVAN; use her phone to let their families know that they were OK. I called and explained the ceremoniousness of the situation and was given nothing NOT EVEN SO MUCH AS A THANK YOU!
Scam and cheating!
It all began on 09/15/2007, I called T-Mobile to inform them my fairly new cell phone was not working. I was told that I had to take it in to the store to check for water damage, etc. and to see if it was replaceable under warranty.
On 09/26/2007, I went into the T-Mobile store and the representative there by the name of Herby helped me and checked the phone and stated it was defective. He then contacted T-Mobile and was told that I would be receiving a refurbished phone with return label to send back original.
10/1/2007 (Approximate) I received my refurbished phone in the mail. Guess what? My replacement phone for my original defective phone was also defective. I was so upset that I did not want to deal with T-Mobile at that time.
10/15/2007 Called customer service to inform them that the replacement phone they had sent was also defective. Was informed that I had to take the phone back to T-Mobile store to check for water damage, etc. I then informed them that I did not have time waste and continue to go to the T-Mobile store for their mistake. Mistake of not making sure the replacement actually worked. I told them that I would have to see when I would be available to go back into the store. I was told that it was fine and had time.
10/31/2007 Went in to T-Mobile store to check phone again for defectiveness. At that time I was really upset since I paid full price for the phone $450.00 with taxes, and was getting a refurbished phone. This did not make sense! I was offered a new cell phone but the replacement cell phone is actually cheaper than my phone and did not have the capabilities my MDA does. After much dispute with the T-Mobile clerk she contacted technical support. I spoke to a supervisor who was very rude and did not help at all. He stated all that he could do was replace the replacement. I would then be on my third MDA. Supervisor told me in front of T-Mobile clerk over the phone that he would send out replacement and once I received it to return the original phone, and the first replacement.
11/15/2007 Contacted T-Mobile that I had not received replacement and was waiting to receive the phone to return the original and second replacement. Was then informed that it would be sent out as soon as possible that there was a back order on the phone and did not have refurbished ones in stock. How can you not have inventory on a phone you have sold. I hung up.
12/21/2007 Called T-Mobile again and was told that a replacement was never sent because I did not send in my original phone. I did not send it in because I was told to send back the orginal and the first replacement when I received the new replacement. I couldn't believe all the chaos. At that time I told the representative that I would be sending it in that day and she said it was fine. Never once did she say it was too late to send phone back and receive a credit for the restocking fee. Was told that I would receive credit on of before 12/30/2007.
12/24/2007 Tracked the phone they received it on 12/24/2007 and called in the same day. I was told that it was still in the process.
12/31/2007 Called T-Mobile and was told that I would not be getting the restocking fee back and that I would have to pay $505.36, may I mention the phone cost was $399.99 plus tax approximately $450.00. So how can they charge $505.36 for a phone that was never that much to begin with.
First, he stated that I was being charged the restocking fee because my phone had water damage. I then stated, 'how can it have water damage when a T-Mobile representative at the T-Mobile store checked the phone for water damage and stated that it was just defective there was no water damage and she called it in to get the new replacement.' He then sounded confused and changed his story.
Then he stated that I had passed that return time frame and would have to pay this restocking fee. I explained all the issues I had and was told by the representative that there was no one, I mean no one, at this time, that could reverse the charges. I then told them how could they charge $505.36 and keep the phone. The guy did not know what he was talking about. He stated, 'you have a refurbished phone that we sent to you that is why you're paying the restocking fee.' I then stated, 'no I'm paying the restocking fee because you're showing I did not send back the original phone which is a lie because I did and I have a tracking number from UPS to prove that someone there signed for it. The restock fee is a charge that is placed on the account if you do not return the original phone that was replaced by the refurbished phone that you sent. It's basically charging you for the replacement.' He argued for a while and I then asked to speak to supervisor.
The supervisor understood what I was saying but he then stated that there isn't a way to get the phone back. Once they receive that phone it's hard to get it back. How in the heck can you profit twice from me. 1. You have my original phone which works better that the refurbished phone they sent. 2. I have now paid for the restocking fee for the phone I sent back. I then asked to cancel my services but you know what happens then. They threaten you with the cancellation fee of $200.00.
I'm not going to give up though, I've paid this restock fee which really hurts your pocket when you have an $750.00 cell phone bill and $505.36 really isn't yours.
The complaint has been investigated and resolved to the customer’s satisfaction.
did you have this resolved? and may i ask how? i'am currently in the same situation as you and I've been calling and calling t-mobile and been arguing with them.
Billing issues!
Have a complaint on T-Mobile. I called on 01/06/2008 to see why my bill was 710.00. I have been with them for almost a year and never had this problem. The rep told me to look on my statement at the overages and call back if I see a problem. I did just that and even emailed them. I called today spoke with Cindy in Corporate Office advise her of situation. All she did was keep getting an attitude with me instead of resolving the issue. I was suppose to have T-Mobile to T-Mobile calls added to my account in May when I did a different plan. I was told that my Favorite 5 can only be updated every 30 days even if your T-Mobile phone states that it is updated. Now the other calls which I was responsible for would be taking care of. I called again and the lady Jessica just made arrangements with me to pay the balance just not all at once. This company is a ridiculous wireless service. They treat their customers very rude. You would think they would show some type of courtesy since it is their fault and I have been a customer for almost a year and never had a billing issue or balance that was this high.
no se si esto se pued en el idioma español, super cansado del mal servicio de T-mobile...servicio al cliente pesimo parece que uno estubiera hablando con una maquina, hacen que lo escuchan a uno y no...todos los meses hay algo para reeclamar inventan costos y llamadas que jamas se han autorizado y llamadas que jamas se hicieron...le colocan a uno servicios que jamas se autorizaron ...arreglan y el proximo mes lo mismo
Billing disputes!
We have been battling with T-Moble regarding charges contact from ER Solutions regarding payments that are overdue from May 2007 through the present even though we canceled our service in May 2007. At that time we contacted T-Mobile regarding the fact that while the service was initiated in Atlanta we had moved to SC where they had no service. They attempted to route our calls through SunCom a minor pass through company that rented service from other providers. We were unhappy with the poor coverage offered by T-Mobile (SunCom) and contacted T-Mobile to request that our phone be unlocked in order that we could us another provider (AT&T). T-Mobile agreed and informed us that we would have to pay an early contract cancellation fee, to which we agreed. Since May 2007 we have not received any billings or other communication from them with the exception of a call we received regarding our failure to pay the cancellation fee. We had been waiting for T-Mobile to bill us for the Cancellation fee and after not receiving a bill for several months we just forgot about it as there other pressing issues related to our move from Atlanta to Mt Pleasant. Upon being notified of our failure to pay the fee we made a remittance of $148.00 using our AmEx card. We have been contacted by ER Solutions (T-Mobile) and informed that we never canceled our service as thus were continuing to be charged the monthly fee. This makes no sense since in May 2007 T-Mobile agreed to terminate our service and unlock our phone in order that we could use an alternative provider since they had no service in the Carolinas. I have spoken with numerous service reps. at T-Mobile and they continue to insist that our acct had not been canceled but merely suspended and thus we were liable for the monthly fee. All attempts to explain that they obviously canceled our agreement when they agreed to allow us to pay a cancellation in order to allow us to go to another provider.
I have been unable to get past the grunt service rep who has repeatedly informed me that if I failed to pay $136.40 by Jan. 14th they would turn the matter over to a third party collection agency. They refuse to admit that by allowing me they obviously would have canceled our agreement but evidently they cannot seem to figure it out.
Tom Browne.
Anyone that is having problems with the tmobile phone company should contact the better business bureau with all their issues. Until I did, I couldn't even get a legitimate way of faxing pertinent documents to cancel my contract. They couldn't even guarantee me that they would EVER get my faxes until the BBB got involved. Funny, now I have the direct line to the office of the president to discuss issues, and a fax number where someone will be waiting for the fax when I call telling them I'm sending it later today. Get BBB involved with theses crooks. They lie, steal, and cheat you in just about every way they can from what little I've seen.
Misleading phone plans
I have been a customer with T MOBIL since 2000, I have problem with the sales representative, not obeying my request for a one year plan. I verbally told the rep. I wanted a One Year Plan, and she signed to a two year plan. This Rep knew exactly what she was doing, keeping me focused on her people skills and not on what I requested. I added two phones on the family plan I specifically told the rep I not sure about responsibility my family would have with these phones, so I need a One year contract. I know these reps get a rate for each plan they sale, but when it comes to being hustled, as if I was buying a phone on the street by a T MOBIL REP, I am out shocked. A big company like T MOBIL have turned their companies representation over to the common sale rep, who is not thinking of the companies rep, but who they can trick to obtain their quota for the month. Shame on you T MOBIL and I WILL MAKE A SPECIAL EFFORT TO LET ALL WHO WILL LISTEN TO LOOK OUT FOR THOSE HUSTLER REP IN THE T MOBIL OFFICE.
Only a few months back, in our second year of service agreement, we found on our bills some sneaky charges on phone equipment warranty even though we never ordered the warranty. I had to call to complain before they removed the charges.
A few months after we signed our service contract, the agent told us that we could switch from the Five Faves option to an any-time minute option and save, but she didn't tell us that there would be a service charge of some $70 for the switch!
More recently, we ordered a web-access service for one of our three family lines. The agent offered to give us one month of free web access service for the other two lines. We thought this offer was only for one month of service, and was free. So we accepted it. Little did we know that it was actually a long-term service, just free for the first month. We were conned into believing that it was for only one month. We wound up being charged for two months of service for two lines for something we didn't even know we had. Consumers Report rated T-Mobile service as high, but my experience has been that it is definitely the worst of all. They give you sneaky, incomplete information to trap you and hit you with unexpected charges.
CUSTOMER SERVICE IS AWFULL
I am writing in regards to the terrible experience I had with T-Mobile’s customer service and their breach of the contract that we agreed to. I have been a good customer with T-mobile since 2001. I renewed my contract on December 21, 2007 after a sales representative coaxed me into a 2 year contract by saying that they would give us 4 phones, the “Samsung Beat” with our contract. She said that if anything was wrong with the phones in the first month, then they would send replacements without any questions. On December 27, 2007, we received the phones and found that one of the memory cards was not functional and the battery did not last long. We called on December 30, 2007, and the representative told us that she would send another phone to replace the old phone and that we would need to send the old phone back to them. We received one new replacement on Jan 2, 2008. The following day on January 3, 2008, we sent the old phone back by UPS.
On January 9, 2008, I called T-mobile because my other family members were having trouble with their phones as well. The communication during phone calls was not clear and it was hard to hear the other person on the line, the calls would be dropped and the battery would last for one day and then fail. This was a common complaint among are family members who were using the new phone, the Samsung Beat.
When I called T-mobile on January 9, 2008, a customer service representative answered the phone. I explained the situation to him and he said that I had to send the phone into the company and then they would have to fix it and send it back. I explained that the other representative had sent me a replacement and I had sent the old phone back to the company the next day. Also, in the first 30 days, the phone is supposed to be replaced with a new one, not repaired. He refused to listen to me and was very rude as he told me the only way to remedy the situation was to repair the phone. He put me on hold for 30 min and would come back no information and he made me switch phones so he could do useless testing on the phone. There was also loud laughter and noise in the background and it was evident that the people in the office were not doing their jobs.
I asked to speak with his supervisor who came on the phone after another 30 minutes. He refused to give me his name and his ID number because the conversation was being recorded and he said his information was in the account summary. This made me doubt that he was the supervisor. He was ruder than the previous salesperson and said that I needed to send back the phone and there were no other options. Then he proceeded to hang up on me.
I could not believe the poor customer service that T-mobile gives its customers once they have signed a 2 year contract. They treat their customers with disrespect knowing that they have their business for 2 years. The incompetence of the customer service representatives was also appalling as they would put me on hold for long periods of time and return with no answer. The lack of professionalism was even evident at the manager level as the manager refused to give his name and as he hung up on a customer. I have never experienced such rude and unprofessional business practices. As a customer, I could not believe that T-mobile would have the audacity to behave this way considering that there are so many cell phone companies that I could switch my service to.
They also did not honor the contract with the phones. The original sales representative told me that they would replace the phone immediately within the first month if it was not working properly. However, the representatives last night said that I had to send the phone back to them so they could repair it. This is the most absurd proposition I have heard from a cell phone company who knows that customers rely on cell phones heavily. Therefore, to give up a phone while a designated time of repair is not given may mean that it could take weeks before a phone is returned. Also, it would allow the company to refuse any replacements by sending the phone after 30 days allowing them to deny any responsibility thereafter. It is evident that all of our family members have had complaints with this phone and therefore it is not a single phone problem. Does T-mobile realistically believe that we should give up all of our phones while they continue to charge us for service fees?
They failed to uphold the agreement in the contract of replacing the phones within the first month for defects. They also provided terrible customer service which was appalling. Their unprofessional conduct should not go without repercussions and they should be reprimanded for their unethical business practices.
Rebates not received
I signed up with T-Mobile in June of 2004. I got what I thought was a decent plan at $39.99 for 600 minutes per month, a one year contract, and a Samsung phone which came with a $50 mail in rebate. I sent in all the paperwork and never got the $50 rebate. After a few aggravating months, I stopped calling T-Mobile and accepted the $50 loss. In September 2007, I decided to upgrade my phone, which also came with a $50 mail in rebate and of course I had to extend my contract with T-Mobile for another two years. I received the phone in a timely manner but with absolutely no paperwork, for the rebate, nor the charges for the new phone. I called T-Mobile days later to see why I haven’t received the bill or rebate forms and was assured that I would receive those in the mail. I never got them. I called T-Mobile again and was told to wait until the charges were put on my credit card and then to call their office to have the rebate forms sent to me. Well, it wasn’t until late November 2007 that my credit card was charged for the new phone. I called their office on December 2, 2007 to discuss this with them and the representative that helped me told me that I had to call Young America (the company that deals with all their rebate offers) to have them mail me the rebate forms. Now the representative at Young America (Lewis #493366) tells me that they cannot mail me any rebate forms, T-Mobile has to do that. So I call T-Mobile once again. This time, their representative (Jenna #0150409) tells me that they cannot mail me the rebate forms either. WHY AM I GETTING THE RUN AROUND? I don’t understand, so I request to speak to a supervisor or another representative that could better assist me and all she does is say, “I understand how you feel, but there is nothing that we can do.” I also tell her that I was given the run around when I first signed up with T-Mobile and that I refuse to let them do the same to me again and that now I am just requesting that T-Mobile credit my account for $50. She refused to that by saying again, “I understand how you feel, but there is nothing that we can do.” T-Mobile is simply refusing to send me the rebate forms and if they ever do, then I will be denied the rebate because I didn’t file it in a timely manner with the company. T-Mobile has seriously disappointed me. I will never recommend them. I will make sure that I tell everyone about how T-Mobile has no regard for their customers.
Customer care?
Below are the exchanges I have had over the past few days with T Mobile Customer Care. Unfortunately I did not make a copy of my original complaint to T Mobile, which is replied to below.
----- Original Message -----
From: customercare AT t-mobilesupport.com
To: Brett
Sent: Sat Nov 17 08:45:06 2007
Subject: Re: My T-Mobile.AccountManagement
Dear Brett,
Hello, my name is Beckee. I am so very thankful that you have taken the time out of your busy schedule to contact T-Mobile! I will be more then happy to assist you, as we at T-Mobile always want to leave you with a long lasting impression of T-Mobile's World Class Customer Service! I see from your email that you are upset because of the handlings of the account yesterday as you were both unable to verify the account and have it unlocked. I am very sorry that this has happened, as I know how frustrating it can be when you are unable to access the account! I will be happy to look into this for you! Brett, I am truly sorry as I know just how annoying this is, but the account has not been verified. If seems that a PIN number has not been added to your account so we will need you to create one. In order to do so, I need you to verify this account with the following information: Account holder's name: Account holder's birthday: Address listed on account:
Please verify with the above information and as well include a PIN number to add to the account. This can be 1-10 numbers (numbers only). We will then add this to your account so that you can verify it in the future with no problems! If you have any more questions Brett, please do not hesitate to contact our Customer Care Center by calling the toll free number [protected] or by dialing *TOGO then SEND on your handset. You can also reply to this email and a Customer Care Specialist will be more then happy to assist you! Thank you again Brett for contacting T-Mobile and for being a loyal customer! We value our customers as without you, we would not have won our 6th J.D. Powers and Associates award! It is because of you that we strive to make our company the best! Kindest Regards,
Beckee F. 7284550
Customer Care Specialist T-Mobile USA
----- Original Message -----
From: Brett
To: customercare AT t-mobilesupport.com
Sent: Sat Nov 17 09:38:29 2007
Subject: Re: My T-Mobile.AccountManagement
Beckee or whomever receives this,
The information as presented below is incorrect. Locking the account was my mistake but it was fixed yesterday morning with my first phone call. Now I will get to the real matter at hand. The REAL problem came from an attempt to add money to my daughter's Sidekick from Thursday night. When I input all applicable data and my contact phone numbers the next screen said you were having technical difficulties and were sorry. As I found out with my third or fourth phone call to customer care this was because my credit card had to be verified. I also found out from the 8th person I spoke with that you have a 4 hour timeout for verification and if you are busy and don't get to a request it still timeouts without any action being taken. I asked why I wasn't called and the third person I spoke with said you have to abide by telemarketing rules. I then asked why my cell phone wasn't called. He didn't have a response. This was the same customer care rep that told me the $100 option I chose Thursday night isn't applicable to the Sidekick. (if it isn't applicable then why is it an option for her account? Makes you wonder) I then got back online and chose the $50 option. The exact thing happened with the error screen. I called back to inquire and it was at this time I was transferred to and thru 3 reps. I requested to speak to a supervisor more than once. I was hung up on during one of these. I finally spoke with Allan in the verification department who was my 8th care rep in an hour of trying to find out why I could not add money to an account. It is my impression that I was lied to which is evidenced by the different information provided by 2 people on the $100 option and by the statement you have to abide by telemarketing rules so my phone wasn't called to verify the credit card. I told Allan that if this Sidekick wasn't a gift to my daughter I would just throw it away. There is no reason I can see for me to have to go through what I did yesterday morning. In fact, my very last line requested a phone call to discuss this issue and T Mobile figured it would be easier to modify the issue at hand and send an e-mail instead. Now, do you think there is a reason for me to be frustrated and to have a fabulous long lasting impression of T Mobile? It is back in your court. What do you think the leadership of T Mobile would make of this? I do not think this is in line with the core values of the company. Brett
----- Original Message -----
From: Customer Care
To: Brett
Sent: Sun Nov 18 19:30:46 2007
Subject: Re: My T-Mobile.AccountManagement
Dear Brett,
Hi my name is Tom, thank you for taking the time to contact T-mobile. I understand you are very upset over an issue you experienced when trying to add a $100.00 refill to your daughter's prepaid service account and you asked a few questions. I will strive to provide you with world class customer service. We realize how important this issue is to you Brett, and I will be happy to help you out today. I understand your frustration with the refill issue you experienced and I sincerely apologize for that. I have reviewed the prepaid account and it reflects a refill of $50.0 was added to her prepaid account a couple of days ago. I am not sure how I can help you, but I will answer the questions you have provided as best as I can.
1. When I input all applicable data and my contact phone numbers the next screen said you were having technical difficulties and were sorry. As I found out with my third or fourth phone call to customer care this was because my credit card had to be verified?
This information was not available to us for a review, but I believe this information was provided to you by the prepaid service center and it sounds correct.
2. I also found out from the 8th person I spoke with that you have a 4 hour timeout for verification and if you are busy and don't get to a request it still timeouts without any action being taken?
Again this is not information we have available to us, and I believe the prepaid service knows their system better than we do. I am not sure if this was correct, but it sounds good as an answer.
3. I asked why I wasn't called and the third person I spoke with said you have to abide by telemarketing rules?
This is definitely a correct statement, and I am sorry we are not able to call you to address your prepaid refill issue.
4. This was the same customer care rep that told me the $100 option I chose Thursday night isn't applicable to the Sidekick. (If it isn't applicable then why is it an option for her account?
This is definitely confirmed mis-information, and I sincerely apologize as she is able to add a $100.00 refill to her prepaid service account.
5. I requested to speak to a supervisor more than once. I was hung up on during one of these. I finally spoke with Allan in the verification department who was my 8th care rep in an hour of trying to find out why I could not add money to an account?
Again I apologize your call was disconnected with the prepaid service center, and for future reference you can add a refill by contacting the prepaid refill center by pressing *ADD and send on the prepaid handset.
6. Now, do you think there is a reason for me to be frustrated and to have a fabulous long lasting impression of T Mobile?
I definitely see where you are coming from and I would be upset as well if my call was mis-handled and I was transferred around from one agent to another. Again I apologize!
7. What do you think the leadership of T Mobile would make of this?
This is a very good question, and regrettably I am not upper management and I am unable to comment on how they would handle your concern.
If you have any further comments, questions, or concerns feel free to contact us at anytime. Reply back to this E-mail quoting this case number 1018197, or please call back at [protected], *TOGO send from your handset.
Thank you for choosing T-mobile. We appreciate and value your business and loyalty since December 2006 Brett.
Sincerely,
Tom G. Agent rep ID# 7284055
Customer Care Specialist
----- Original Message -----
From: Brett
Sent: Sunday, November 18, 2007 8:15 PM
To: customercare AT t-mobilesupport.com
Subject: Re: My T-Mobile.AccountManagement
Tom,
You are just as incapable of addressing this as the last. I will send this to T Mobile management to address as well as any other pertinent business tracking agencies which report on the customer service received. Brett
The complaint has been investigated and resolved to the customer’s satisfaction.
T-Mobile has outsourced their email customer care to a company named NCO. NCO's center in Nanaimo, British Columbia, Canada has been where ALL your emails have been coming from for a long time.
Now they have sent all the emails to the PHILIPPINES! Get ready for your email and webchat customer care to be coming from Filipino people! HAHA. I thought T-Mobile would never go offshore? They do through NCO. You thought your customer care was bad before?!
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T-Mobile's network is built on advanced technology that provides fast and reliable connectivity to its customers. The company offers a variety of plans and services to meet the needs of different customers, including unlimited data plans, family plans, and prepaid plans. T-Mobile's network is also compatible with a wide range of devices, including smartphones, tablets, and wearables.
In addition to its network services, T-Mobile also offers a range of other products and services, including mobile devices, accessories, and home internet services. The company's mobile devices include the latest smartphones from top manufacturers like Apple, Samsung, and LG. T-Mobile also offers a range of accessories, including cases, chargers, and headphones.
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Overall, T-Mobile is a trusted and reliable wireless carrier that offers a wide range of services and products to meet the needs of its customers. With its advanced network technology, extensive device compatibility, and commitment to customer satisfaction, T-Mobile is a top choice for anyone looking for a reliable wireless carrier.
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T-Mobile will not Restore service to my phone either. I have had my phone blacklisted because my account went into collections. I paid off collections within a few months, and was told my the IMEI block on my phone would be removed. Ha! It's been 16 months now, and there is always an excuse "why". AND I am always told another department needs to handles this, but they have no contact information. When I call back. Tmobile claims that I must contact the collection agency "Midland Credit" becase they are handling this account. Yet, I have paid Midland Credit IN FULL 1 1/2 years ago. I have a letter from collections stating my account has been paid with zero balance. Tmobile will not accept that as proof of payment. Tmoblie wants Midland Credit to email the information to a Tmobile email address, but Tmobile won't tell us what that emial address is. Just a horrible JOKE! This company is so laughable & pathetic. I asked customer relations to simply call Midland Credit to verify my account status. They refuse. In fact, I actually was told to 3way call into Tmobile with a rep from Midland to verify account payment status...which I did! Yet after account was verified as paid in full, I was then told that Midland Credit needs to email the information to they mystery email address. LOL . . . I have a Samsung Galaxy phone & I suppose Tmobile just wants me to buy ANOTHER phone instead...but...after 10-15 years of service, I am HAPPY to switch providers. barf...tmobile makes me just sick. So pathetic!