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"worst customer service ever" on by zklsmon
Pros: pricing/plans
Cons: reception/coverage area
Summary: Reception/coverage area, even in metro areas, is often poor.
I have had the worst customer service experience with T-mobile. I have had to call them at least 30 times this year to fix my online bill and it still isn't fixed yet. My helpdesk tickets keep getting closed without the problem being resolved. I have had 4 CSR's tell me that they would escalate my situation to their supervisor, who would call me back within 72 hours. Never happened. When I call up the next CSR, they say I'm sorry there's no notes in here about it being escalated. They tell me it's out of their hands and they have a laundry list of excuses as to why I haven't been taken care of properly.
INCOMPETENT, unwillingness to follow through with any of their promises. They figure if they don't document it on my account, then I can't call them on it later.
They get an F for lack of any effort whatsoever.
I'm canceling my contract! -
"T-Mobile Overcharges and Disrespects Loyal Customer" on by jbchiu
Pros: For the most part, if you're not disputing a charge on your bill, 611 has been helpful.
Cons: Poor customer service when it comes to addressing actual problems such as erroneous billing. Unprofessional service and refusal to admit fault or address customer concerns.
Summary: I have been a long-time customer of TMobile, utilizing its services since 2002. My dispute began as a result of a billing error that TMobile refused to address.
For most of 2008, I used the unlimited text messaging service. I switched to the 1000 month before switching back unlimited after incurring overage charges. I spoke with a TMobile rep who confirmed the service change which would reflect the following billing cycle.
About 2 billing cycles later, I was shocked to find an excess ~$300 charged through autopay. I checked my account online to find that the ~$300 was for text overages and in addition, another cycle had just completed with ~$200 in overages.
I contacted customer service about the overages as I had requested months earlier to change back to unlimited texts. The rep bounced me around before my call was taken by another rep who informed me they had no record of the request. I attempted to reason with her, stating I received confirmation and that my phone usage would not have changed so dramatically otherwise. When she failed to resolve my problem, I requested to speak with a supervisor who she said would call me within 24 hours.
When no call came, I contacted customer service again. I was told that they would not be able to help me since my account was tagged to speak with a supervisor only earlier that day and it would take at least another 72 hours for a callback.
Days passed with no callback so I reported to the BBB in hopes of expediting a resolution. Shortly after, I received a call from a supervisor in response to my BBB complaint. I thought we'd be able to resolve the issue but instead I was surprised to find that the rep was rude and disrespectful, repeatedly speaking over me whenever I attempted to explain the situation. The rep refused to address my issues, instead vehemently maintaining that it was "fault".
I pointed out that it made no sense that my phone usage would change so dramatically unless I requested the change in my text plan. I further stated that I'd been using TMobile for several years, I have no record of non-payment, complaints, or any other blemishes. I implored him to check his records as I am sure there would be records of my request if they recorded the phone calls as they claimed.
The rep ignored me and offered me $200 goodwill credit despite knowing it was my "fault". I declined the offer, stating that it isn't fair to have a loyal customer pay for a TMobile representative's mistake. I told him I hope to be able to resolve the dispute without resorting litigation to which he responded by scoffing, and telling me he would see me in court and report my answer to the BBB.
I made another attempt to contact TMobile via email, and again they offered me a small credit, refusing to address my issues or even the unruly rep I encountered. I maintained my position, stating that I was promised a service by a rep of TMobile, which I did not receive, and as a result incurred costs I wouldn't have otherwise. Again, the rep refused to address my issues.
To my surprise upon sharing my plight with TMobile mistakes and their horrendous customer service, I met several other customers who have experienced similar problems who are also disputing with TMobile and encountering horrible customer service. Like me, I know many people has left or intend to leave TMobile.
One would think that after paying for their services for so many years, the least they could do was hear me out for a few minutes. It really does make you wonder whatever happened to that old saying "the customer's always right". I guess maintaining consumer confidence is no longer the primary concern for Corporate America, most notably, TMobile. -
"Lots of minutes; exceptionally poor coverage in NYC" on by ubopp
Pros: One year contract with 1500 minutes per month is like unlimited calling for me
Cons: 25% chance of coverage indoors in Upper East Side of Manhattan
Summary: I replaced Verizon Wireless service with T-Mobile a year ago, and might make the same decision again. But don't you do it!
I chose T-Mobile because:
-It's not Verizon.
-It's not Verizon.
-ONE YEAR contract.
-Needed new phone and they had a cool one for free (Razr) through Amazon.
-1500 minutes (now 1000) for 39.95/month
-Verizon's 300 minute plan was more expensive and extra minutes seemed to add up to $1.00 (an exaggeration, but not too far off after tax).
-Verizon's service was poor and I disliked them because, well, they are the phone company.
I might dump T-Mobile because:
-Very poor service in my apartment (I have to hold the phone above my head to get reception in the living room).
-Poor service in most buildings.
-I reported the poor service to T-Mobile and they said they knew about it and were upgrading it. But they haven't. and apparently aren't.
I will probably keep T-Mobile because:
-I've been stupid to hold on to them this far, so why stop?
-Effectively unlimited minutes.
-I'm on a one-year contract, so why not keep it forever?
-I'd rather cling feebly to a service that works poorly than even try a different service that might be even worse.
-Did I mention that they are not Verizon?Updated
You can upload and download tones, pictures, photos you've taken, etc., via cable or bluetooth freely (you might need software for your phone). I believe Verizon blocks much of this activity. -
"T-Mobile has a trap to charge you ridiculous international roaming fee." on by shu111
Pros: cheap, probably it is because the signal is weak, and service quality is not good.
Cons: Trap: May charge your very expensive international roaming fee when you are not aware of it.
Summary: T-Mobile has a trap to charge you very expensive international roaming fee if you didn't turn your phone off when you go out of the country.
The customer service is pushing all responsibility to user since the roaming happened automatically from YOUR phone, and YOU didn't read their web page. The data communication roaming happens automatically from your phone's mail client, or web application. They charge very very expensive for this. In canada, it is 15 cent per BYTE.
If your smart phone keeps going out to download email, or your Web browser keeps refresh the image, ads on the page. You are responsible for it.
http://www.esato.com/archive/t.php/t-132364,1.html -
"Terrible Coverage, Terible Customer Service." on by chrisd989
Pros: Very cheap. Has some cool phones, (G1, Blacberry Pearl Flip, Sidecick).
Cons: Practically no coverage except in urban areas. Doesn't get coverage at my house. Terrible customer service. Almost no 3G.
Summary: While it maybe the cheapest carrier it's a waste of money because of the terrible coverage and lousy speed.
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