T-Mobile ranked worst customer service EVER!!!

T-mobile sucks.... after thinking that they have the best customer service bar none in the cellular world, I have come to think that SPRINT known for the world-class service they offer (end sarcasm) is better...

I am going to vent in here in hopes that people that work for them realize that the so called world class service is going down the drain...

I received a bill with overage charges, fine I thought let's see what the problem is and then I will pay whatever it is after scrutinizing the bill... I've always paid my cell phone bill regardless of the amount IF it is right and IF it is MY fault... I as a user take full responsibility for it...

Let's see... I opened my T-mobile accounts last year July, one individual line WITH the feature MOB2MOB and two other lines under the family plan that obviously have that feature included. My contract was up this past july and I wanted to go elsewhere, mainly NEXTEL. Well, after inquiring what i needed to do T-mobile was EXTREMELY nice to help me and convince me to stay. At this time I had already canceled one line from my family plan and only had two individual lines. I decided to upgrade these two INDIVIDUAL lines to the new 1k with nights and weekends for $45.99 and tolod the rep that I wanted MOB2MOB on both lines as there was going to be a lot of calls between them.

A week ago, I received a bill for the split/now individual line with an overage of about 500 mins. After looking at the bill, I noticed that the feature MOB2MOB was not there. Next I went ahead and looked at the overage and figured out that I was over with 60 mins on daytime normal calls, and 440+ over with MOB2MOB. My conclusion is that if this feature was added as requested this overage would have been less and I would fully be responsible for it.

I called them early today on my way to work about 4am pacific, and a female rep told me that all she could do is put the feature on and backdate it for this current cycle but could not adjust my bill because that was my fault. I requested a supervisor whom after introducing herself, placed me "on hold" and somehow someone else in a different department that does not handle individual accounts answered. I said to myself WORLD CLASS CUSTOMER SERVICE at its finest...

I told the rep what had just transpired, she apologized profusely and transfered me to the "proper" department again. The next rep offered to adjust HALF the billed overages and backdate the MOB2MOB for this current cycle. I declined, (mind you through all this I was calm, as I understand it is not their fault) and requested yet again another supervisor. The supervisor proceded to question my validity on my request, insinuated that if wanted this feature I would have these two INDIVIDUAL accounts on a family plan, and even questioned me on the price of the MOB2MOB feature to see if I knew what it was.

I tried to remain calm while she question the fact that if I would have wanted MOB2MOB then I should have left them as a family plan. I explained that one of these line was INDIVIDUAL all along and had MOB2MOB since the start of the contract, the other one was a split line, furthermore I needed these two lines separate for billing purposes but wanted MOB2MOB all just the same because I these two lines are constantly in contact. Well the supervisor said that because there are no notes on the matter there was nothing she can do but offer me 25% of the overages, I told her that I was OFFERED HALF but declined because I felt that I should not be responsible for these overages because MOB2MOB was a feature that I told them to add and I had before so I knew before hand what it was how much it cost and how it worked, well she said she could not help me, and I asked for another supervisor and she said that she was the only one and took my name/number and said someone else would call me back ASAP.

It's been more than 10 hrs and no call back on the matter. I ask you employees of T-mobile and fellow forum members AM I WRONG?

CLIFF NOTES:

T-MOBILE SUCKS!!! WORST CUSTOMER SERVICE EVER!!!!

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Being that your from vagas and not out of the country anywhere mob2mob has be offered and free for as long as I've been with t-mo (3 yrs +) seems you've run into some wierd split demention, but seriously, to my knowledge (and I've spoken with reps about your situation before) mobile to mobile is and always has been free and included and I'm sorry if I'm dancing aroud your original question and the answer to that is no if it was there before and not mentioned that you where going to lose it when changing than you should not be responsible for it at all. As to the mob2mob being offered on all packages for free, I'd like to put in a request to all our users that are still working with t-mo please correct me if I'm wrong.

Well griff, unfortunately T-Mobile's MobileToMobile package is 6.99 a month as a feature add-on, it is only included in family time rate plans for no extra charge, but on individual plans it is an extra fee. And as for your situation, revhrd, you should have verified that the Mob2Mob feature was added onto your account once you requested it, some sort of paperwork to legitimize that the feature was added. If the feature was not added, which it wasnt in your situation, there isn't a notation on the account stating thatyou wanted it, so therefore, t-mobile doesnt see that as an error on their side. T-Mobile has been issuing less credits to customers accounts lately due to many customers trying to "have their way" with t-mobile, and the only time they will credit an account is when it is an error on t-mobile's side. Even though you requested the feature and told the supervisors that, they see no proff that you did, and everything is word of mouth, which would make t-mobile the winner in this case. I would suggest taking that %50 overage discount they were offering you considering it may be the only credit you can get. For future reference, when added or deleting features at a store or dealer, ask them to print out your contract details for you to verify it is the way you want it, and so you can fax proof should you encounter another similar situation. Also, adding/deleting features online gives you an extra page to print out reflecting the changes. Remember how you should save receipts for your taxes, you should save copies of your contract so something like this doesnt happen again.
Vidguy11 (South FL T-Mobile Store Manager)

Vid,

It's rather hard to ask for a printout whenever you make these changes over the phone... and unfortunately because of customer abuse the people that legitimately have a reason for a credit have to take it up the exit and pay extra... As a result I had to pay %50 of the overages and as of now I am NOT happy with the new and improved "SPRINT" customer service

ik ty yt yt y

Originally Posted by revhrd

Vid,

It's rather hard to ask for a printout whenever you make these changes over the phone... and unfortunately because of customer abuse the people that legitimately have a reason for a credit have to take it up the exit and pay extra... As a result I had to pay %50 of the overages and as of now I am NOT happy with the new and improved "SPRINT" customer service

Then you should make sure that a notation is placed onto your account and then the supervisor would see that you requested the addition of mobile2mobile and, even though it wasnt on your account, the supe would have added it and backdated it to remove your overage charges. Also, t-mobile has great customer service, and its not new customers t-mobile is having problems with, its old customers because they are used to good treatment they think they can get whatever they want so they ruin it for most other customers IF THEY DO NOT TAKE THE NECESSARY PRECAUTIONS TO ENSURE THEIR ISSUES CAN BE TAKEN CARE OF. Example if you called in to add mobile2mobile (let's just say) and then get overage because it wasn't added when you requested then you should have a rep number, you should make sure the rep adds a notation to your account for anything you call in about, and a printout of your plan and features (online at t-mobile.com/mytmobile). Even though you added the feature you should have checked online to ensure that the feature was there by the next day. If your bill is such an importance to you, (which makes sense), then you need to make sure you have everything documented so there are no discrepencies.

Originally Posted by rippedOff

I believe it! Check out my thread -

http://cellphoneforums.net/t191389.html

You should check your thread too.

Originally Posted by Vidguy11

You should check your thread too.

http://cellphoneforums.net/t191389.html

Originally Posted by Vidguy11

Then you should make sure that a notation is placed onto your account and then the supervisor would see that you requested the addition of mobile2mobile and, even though it wasnt on your account, the supe would have added it and backdated it to remove your overage charges. Also, t-mobile has great customer service, and its not new customers t-mobile is having problems with, its old customers because they are used to good treatment they think they can get whatever they want so they ruin it for most other customers IF THEY DO NOT TAKE THE NECESSARY PRECAUTIONS TO ENSURE THEIR ISSUES CAN BE TAKEN CARE OF. Example if you called in to add mobile2mobile (let's just say) and then get overage because it wasn't added when you requested then you should have a rep number, you should make sure the rep adds a notation to your account for anything you call in about, and a printout of your plan and features (online at t-mobile.com/mytmobile). Even though you added the feature you should have checked online to ensure that the feature was there by the next day. If your bill is such an importance to you, (which makes sense), then you need to make sure you have everything documented so there are no discrepencies.

So It's safe to say that T-Mobile hires incompetent people that need to be babysat, and therefore I should ALWAYS mistrust every SINGLE person that works with t-mobile because I NEED to write down the person's name, and employee number, I might as well get their address and home phone number as well... right?...

I run a business and if I have a req from a client, you can bank on the fact that it will be done as requested.

Besides I can see your point of view about old customers taking advantage if I called every other month with a request for an adjustment or a refund, but you know what?, I've only called about my bill twice once in the beginning and once a yr and a half later, and believe me I've had overages and paid for them. Well I've also called about my phone not working a v300 at the time and they fixed it.

BTW NEW ISSUE

My Samsung e335 the blue internal antenna, I got two of them a month ago with the upgrade and lo and behold, they drop calls at least 10x a day, well I called t-mobile after going to the store and guess what?... are you ready for this?... Wait can it be my fault that these phones are defective?... Well T-mobile seems to think it's the towers but I have other phones and no dropped calls... but will they step up to the plate and get me another set of working phones? Heck no. But yet they expect their bill paid in a timely fashion manner, meaning as soon as you get it...

revhrd - for your next issue, what you can do is request a warranty exchange on the handsets and they will send you 2 new ones and the packaging for you to send the old ones back. Once t-mobile receives the new ones they inspect them for damages, water. etc, to make sure that it actually is a defect. If you have caused no damage or anything to the phone, then you will not be charged, otherwise you will pay a fee of $70/phone

Originally Posted by Vidguy11

revhrd - for your next issue, what you can do is request a warranty exchange on the handsets and they will send you 2 new ones and the packaging for you to send the old ones back. Once t-mobile receives the new ones they inspect them for damages, water. etc, to make sure that it actually is a defect. If you have caused no damage or anything to the phone, then you will not be charged, otherwise you will pay a fee of $70/phone

Having done that with my v300, I am familiar with that process and that's why I mentioned that they took care of me last time. However this time, it seems that I get excuses to avoid doing the warranty exchange.

i also had terrible customer service from T-Mobile regarding a plan change. it took four separate calls and four hours of my time to get the job properly done- meanwhile they put 600 dollars of erroneous charges on my bill. when calling them, once I was disconnected while waiting for a supervisor, and another time I was transferred to voice mail hell. their customer service has totally fallen apart.

T-Mobile id by far the worst in customer service hands down. I recently left Verizon for under 72 hrs and went right after T-Mobile dropped the ball yet again. My issue was trying to port over my Verizon number. Apparently this was buying there expertise And could not be accomplished in 2013. I was told repeatedly it takes up to 72 hrs to port even though it takes Verizon less than 2 hrs. After I canceled my T-Mobile account I called Verizon and was told they never even received a port request.

Sent from my Galaxy SIII

Heck, I have always known T-Mobile customer service sucks. My parents got a 4 line family share plan with my dad as the main account holder. 2 months later they sent my dad a letter saying they were cancelling the service on his line only because he used too much roaming! Everyone lived in the same house for goodness sakes! Needless to say they switched carriers right away, even though T-mobile was nice enough to let everyone else keep their line.