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  1. by
    hardawayy
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    T-Mobile has a program out now that has very poor customer service. They did a hard sell in the store and convinced me to change to their home service. Knowing that I would be knocked off my internet service, they ported my number out almost a week before my scheduled date of service. They have been no help in helping me restor my internet, nor in dealing with ATT to help me get me number ported back to them. The store manager was rude and acted like it was not their problem although they caused the problem by porting my number before my internet was separated from my home phone service. They did this dispite ATT having informed them that they had to wait. For over 2 weeks they have not acted responsibly and I have been worse off now than I was before accepting their great offer. I would not reccomend T-Mobile home service to other customers.


    See More: Bad T-Mobile Customer Service



  2. #2
    Princesa
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    Re: Incompetent T-Mobile Service

    That sux sorry u had to go thru bad service...ppl who have dealt with them that I know have said they have also experienced bad service as well.



  3. #3
    nashobaslove
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    Re: Incompetent T-Mobile Service

    as a TMobile employee I am sorry you have had issues with customer care;but have you been sweet and above reproach? Has ATT been cooperating with us in getting your number moved back over?? It's so easy to place the blame on just us but people who live in glass houses



  4. #4
    amberthecolor
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    Re: Incompetent T-Mobile Service

    I used to sell this and at one point tried to purchase TMobile@Home service. What a horrible process! It isn't really the customer service people's fault though. It is just a sorry service that has too many kinks that have taken far too long to get worked out.

    We went through all of this stuff only to find out that if we were going to get it that we couldn't keep our home number even though that is the law! It told us that it wasn't in TMobile's coverage area, when it clearly was! Looks like it was doing us a favor from your story.

    After a few complications, we were hesitant to sell it to anyone for fear of getting blamed for its issues.



  5. #5
    jaghorse
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    Re: Incompetent T-Mobile Service

    Be afraid, be very afraid. I signed up for this service in July, 2008. It appeared to work alright w/ some outages until January, 2009 when it was down for minutes, hours, days. When the problem occurs it requires you to reset your router each and every time. It was so bad I had to set up a surge protector under my desk, so I could simply use my foot to turn the router on and off, on and off, on and off…. When I called to complain, t-mobile told me they were not aware of this problem, well to be frank they are liars. There are postings all over the place, including their own forum on how unreliable this service really is.
    They sent me a new router, knowing full well this wouldn’t solve the problem - the problem was I believed them. Why wouldn’t I, I had VOIP for years from other providers with no real problems. Well - same problems. You are on the phone and all of sudden the person on the other end cannot hear you - reset the router. You call them back or they call you and it drops again - reset the router. You do it a few more times - same thing. Like I said it may be minutes but more likely hours and in the end days at a time. It also takes your internet service with it. Linksys forum also has many postings, look up “no blue light”.
    So I call again - told my case was closed - really, no one called to see if it was working. Told you have to start at the lower level customer service all over again. Email CEO, get call from executive response team. Now they are angry, combative, abusive and threatening - yes, threatening to “investigate” my phone calls or how I use my phone - I told them - have at it. Their executive response person Beckett spoke over me continually - actually yelling at me. I told her I did not want any more contact with her - find someone else. Oh - did I mention she thought it was funny I had this kind of phone service. Even though the phone continually disconnected while I was speaking with her - she tried to claim it wasn’t their problem and they still expected me to pay the bill. Anyway, Beckett had the audacity to keep calling me and I told her emphatically not to call. She said she would continue to call - oh, really - had to inform her this was harassment in writing. Then someone else called but the call kept dropping and they didn’t call back.
    Senior tech Kevin calls and told me he had the same issue, but it wasn’t as bad these days - not as bad - are you kidding me! He was supposed to come to me and bring a new router - well he never showed up. Then a letter from t-mobile they are terminating my service and keeping my activation fees, the money for phones and equipment, but we still want you to pay the balance on your bill or we won’t release your number. Keep in mind I paid all along, believing they were honestly attempting to fix the problem - because they said so - like I said - LIARS. In April when the service became unbearable, leaving me without my internet service - I told them I would pay when they fixed the problem - therefore I was disputing my bill. American consumers have to stop being doormats - we have let this happen. Not me - not anymore. I reported them to the FCC, BBB, AG and small claims. An important fact is that you cannot call 911 should you need to when you have no service or it disconnects every minute. Well at least that would get the cops here, since they would figure we were making prank calls to 911. Totally disgraceful company.

    And to the T-Mobile customer rep. - drinking the Kool-Aid again. It is not our job to "be sweet and beyond reproach". We are "beyond reproach" by the very nature of being a customer, especially a customer who's service does not work. Look what happened to GM and Chrysler by providing bad product and bad service - people like you are out of a job. Get over yourself! I have a business to run and listening to patronizing lip service does nothing to insure that my business remains profitable and productive. You have a nerve.



  6. #6
    Pyrate Princes
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    Re: Incompetent T-Mobile Service

    "...were you sweet and beyond reproach?" If it weren't the sad truth that apparently the t-mobile reps adhere to this philosophy I'd think it was April Fool's Day. WE PAY THE BILLS. DOH. After 39 years in business let me share some wisdom...without the customers you'd have no job. You may want to ponder that one.

    Been a t-mobile customer for 5years and I have to say, although I was a big fan-their customer service in the last few years really has gone to hell in a handbasket. I'm moving my service to a company that actually wants my business. In '06 i purchased a blackberry from their store at full retail and had to exchange 7 times before I got one that worked. Kept sending me "refurbished ones". Gee, I didn't buy a refurbished one...
    Latest stunt...now keep in mind, I'm going through chemotherapy for a terminal cancer....
    They snatched $360 out of my bank account on file for a phone that had been returned (yep, another defect) the month EARLIER! Can you spell THEFT?
    Every time you call you have to repeat the story in its' entirety to several people...total waste of my time.

    I'm sooooooooo done with t-mobile.



  7. #7
    sadtmobiler
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    Re: Incompetent T-Mobile Service

    I have been a very loyal TMobile customer for over 10 years with no issues in the past (cell phone only). Recently my wife and I canceled her old line under her mothers name and added a family plan to mine with her on it, according to the info I got from T-Mobile we would save money. While at the TMobile store the employee said he could sell my wife a new phone and have the remaining balance billed in 3 payments (minus a down payment) to our new family plan account. Well, long story short, the employee was incorrect about the billing and they billed the old closed account. From a business standpoint I wouldn't think a national company would bill a closed account when the account they were supposed to bill has direct debit every month! Now TMobile says they can't transfer the billing (being in sales for 15 years I am sure they can....try voiding the sale on the old account and putting it on the new account...or something to that effect!). So now I have to deal with this being on my mother-in-laws closed account AND TMobile got away with stright-out lying to a very loyal customer! After the last conversation with a "customer service rep" they were kind enough to remind me that IF I decide to cancel they will not wave the $400 early termination fee . . . . . . a loyal 10+ year customer flushed down the toilet by TMobile-



  8. #8
    xexy
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    Re: Incompetent T-Mobile Service

    Quote Originally Posted by sadtmobiler View Post
    I have been a very loyal TMobile customer for over 10 years with no issues in the past (cell phone only). Recently my wife and I canceled her old line under her mothers name and added a family plan to mine with her on it, according to the info I got from T-Mobile we would save money. While at the TMobile store the employee said he could sell my wife a new phone and have the remaining balance billed in 3 payments (minus a down payment) to our new family plan account. Well, long story short, the employee was incorrect about the billing and they billed the old closed account. From a business standpoint I wouldn't think a national company would bill a closed account when the account they were supposed to bill has direct debit every month! Now TMobile says they can't transfer the billing (being in sales for 15 years I am sure they can....try voiding the sale on the old account and putting it on the new account...or something to that effect!). So now I have to deal with this being on my mother-in-laws closed account AND TMobile got away with stright-out lying to a very loyal customer! After the last conversation with a "customer service rep" they were kind enough to remind me that IF I decide to cancel they will not wave the $400 early termination fee . . . . . . a loyal 10+ year customer flushed down the toilet by TMobile-
    the wrong doing here was the tmo rep who you got the phone with, it was his mistake billing the phone to the old account (he shouldnt have even been able to do that) it was his mistake, go to him directly, tell him he f---ed up, and call customer care and explain this, there should be ABSOLUTELY no way a phone was billed to a closed account.



  9. #9
    sadtmobiler
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    Re: Incompetent T-Mobile Service

    Quote Originally Posted by xexy View Post
    the wrong doing here was the tmo rep who you got the phone with, it was his mistake billing the phone to the old account (he shouldnt have even been able to do that) it was his mistake, go to him directly, tell him he f---ed up, and call customer care and explain this, there should be ABSOLUTELY no way a phone was billed to a closed account.
    I have gone back to the TMobile store where all this originally happened and even talked with the store manager .....his reply was "sorry, we can't do anything for you"-I am also dealing with a Better Business Bureau claim I filed. Major companies like this will not budge until they absolutley have to....whereas small business owners (who make this country) work completely different and if they want to keep there customers hapy have to bend over backwards....BIG BROTHER if you are monitoring this get your ass in f-ing gear and hep people like me!!!!!



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