Very Upset with Tmobile Customer Care

So, Ive been a tmo customer for about 28 months now. Not an eternity but long enough to be somewhat valued. My wife and I received our G1s on Nov 10th and were extremely excited to use them. Unbeknownst to us, during the initial setup you are required to sign in to or create a google account. Fine, no problem, I get on tmo's website and proceed to change our plans and services. No go. I am prompted to call customer care. The first CCR (customer care rep) politely told me that for some reason there were two instances of family time messaging on my account and when she tried to delete them and add the G1 data services she recieved an error message. She filled out a help desk ticket and told me the help desk takes 24 hours. Nov 11th, after G1 still not working I call CCR #2. They transferred me to tech support. Same problem, the tmobile people cannot change my account plans or services. Yet another help desk ticket is filed, this time I am told the help desk takes 48-72 hours. Now I am mad. Today, it has been 72 hours since help desk ticket #2. I call CCR #3 and am informed that they also cannot provision my sim card because of the same error and that during a provisioning of my account several months ago for my wifes blackberry "something" happened to my account and they cannot change anything. Help desk ticket #3 is filled out and this time I am told the help desk could take 1-2 weeks. Only the "engineers" can change anything.

I have never had any trouble with t-mobile customer care and as a matter of fact I have convinced family members to join t-mobile because of their awesome customer care. I have to say that I am very very upset with t-mobile customer care right now.

I believe that the entire scenario is there fault (they told me so) and they can do nothing to fix it. I have had my G1 for 5 days now and all I can do is stare at the screen that says, "There is a problem communicating with the google servers....". I know I sound impatient, but I believe this is a matter of principal. They should be able to get my phones up and running much more quickly than this. They are a multi-billion corporation and cell phones is what they do. Let get it taken care of.

Now I feel much better.

Anybody have any advice? Am I overreacting?

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No, you're not overreacting.

I think you should go to the FCC and file a complaint.

go beat them up

Do you have a Flex Plan?

If this hasnt been resolved yet, you can ask cust care to create a new accnt for you... They will move all your same info and same contract to a new accnt for free has no negative impact to your tmobile account! and then they will be able to add your G1 features without the system issues!

Hope this helps good luck with the G1's

[That's what you get for buying an overpriced piece of plastic without researching it first.

I say thats what you get for being such a fat lazy bastard who could have easily went to a T-Mobile store.

Are there moderators here? If so, bounce that 'collegebeah' out of here. He's obviously a useless parasite troll.

I have joined T-Mobile prepaid program since May 2009 and I signed up for Gold Reward Program that time. Since I was not quite sure how the program worked so I called the customer service that time and was told that I should receive 15% extra minute on top of 1000 minutes because I paid $100. But I never received it and I forget to follow up that time. Therefore, I called today 1/30/10 at 9:15pm – 10:00pm (New York) EST time at 877-778-2106 to verify after I just purchased another $100 prepaid minutes. I was told this time that the 15% was included in the 1000 minutes which was not clearly explained in T-Mobile website. I felt that I was misleading so I requested the customer service to cancel the transaction. The customer service was very rude and impolite, his name was Patrick, he cut me off several times without letting me to explain what my question and request really was. Until I finally had a chance to state my request to cancel the transaction, he transferred me to a so call supervisor.

At first, he let me explained my concern and once I told him that I want to cancelled the transaction, he was very rude and impolite, he told me that even I called my credit card company, it is a valid transaction and I cannot do anything! He said the transaction cannot be stopped. He refused to give me the address to write this letter and just saying that I can find it in the website and when I asked his name, he hang up on me!!!!!

I have used several cell phone companies (including monthly plan with T-Mobile) before but it is one of the worst experiences I ever have so far. I am totally disappointed to the customer service. The gold reward program is not clearly explained in the website that 15% is including within the 1000 minutes, The customer service transferred me back and forth 6 times between 1800-TMoblie and 1877-778-2106 for 45 minutes and the customer service kept saying I don’t know, I don’t know. Most of all, the customer service and manager very disrespectfully to the customer.

I request to stop the credit card transaction so that I can shop for a monthly plan since I no longer feel the pre-paid plan is a good deal due to the website misleading information and because of that, I was being treated very unprofessionally by the so call customer service and manager! In additional, I requested a statement to show the charge before but was told that prepaid program didn’t generate it but I got 0.60 credit back today by the customer service saying I had 4 drop calls on Friday and Saturday which I was not aware of it at all so I don’t know how accurate the billing is. In conclusion, I feel that the prepaid program don’t disclose enough and correct information to the customer and the customer service is surely unprofessional. So beware!

T-Mobile hidden corporate telephone numbers now found

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Hello to the general public

This is a public service message, as a warning to those who have
been abused by nasty T-Mobile staff.

Today is the first day to voice your concerns,

Now you can call directly to the office, in the morning and through
the evening, and leave
messages to Mr. Robert Dotson, CEO and to CFO Brain Kirkpatrick
at
425 378 4000 425 378 4000

Call in the evening and use the following extentions 3101 all the way
to 3199

Please be sure to leave a nice message about how nasty the staff
treats you.

Call about any complaint, be sure to leave a polite message and tell
them
how your service is and that you want to change and deal with a REALLY
nice company.

T-Mobile is the worst Telcom firm in the world.

Tell the corporate board what you think about the nasty treatments you
get
when dealing with 611


It is quite possible that if everyone with a concern calls during the
day and evening
that T-Mobile might start to actually train their nasty staff to be
nice.

I have experienced overboard and off base USB stick charges, and sent
actual photos
back to T-Mobile proving that their software was wrongly charging and
they ignored
me and abused me and even turned off my cellular USB stick, forcing me
to get
a new service porvider during the same day.

I sadly spent seven hours trying to clarify with T-Mobile 611 on my
birthday and lost
seven hours of my life trying to speak to someone nice.

Today was the last day of abuse, as T-Mobile again wasted 4 more hours
of my life
and staff were even more extremly rude to me.

I have to now change my two cellular phone numbers to another REAL
phone company
even though I have paid up my service, which is always around 300 a
month.
Even though I have already paid for the service, I expect that
T-Mobile will
abuse me even more now.

The above phone number is public information, gleamed from the public
library.

T-Mobile does not want the general public to call.

Go ahead and voice your concerns.

If the nasty staff hangs up on you or places you in the endless
pointless voice mail which we all hate and really wish was changed,
call back in.

Keep calling until you get heard.

Let the nasty staff at T-Mobile know how you feel


I am tired of being abused by nasty arrogant staff

The address of 12920 South east 38th Street Belluve Washington 98006
is the mailing adress.

Remember to call 425 378 4000 425 378 4000 and tell Nick at the
switchboard you want to talk to Linda Cook, and to Mr. Dotson, the CEO
and be careful of dealing with the nasty staff named Ally. Please be
nice and professional. Maybe T-Mobile staff can imitate that and
start
being positive.

I am sure that eventually T-Mobile will attempt to start being nice
once everyone tells them that their service is not very much up to
standards.

These nasty staffers at T-Mobile are ruthless and do not care about
customer
service and their training is completly lacking.

Beware of T-Mobile, which is possibly the worst telecom firm in
existence.

If thousands of people call each day throughout the morning and
evening,
mabye T-Mobile might start being nice to its clients.

My real name is James Robert Seidel and I do not want to be abused any
more
and wish that T-Mobile gave me back all the money I spent with them.

I also would like to have a formal apology from Mr. Dotson.

I feel embarrassed that I was so afraid to tell the world the truth
about the
nasty treatment that T-Mobile gave me.

Now, I feel better knowing that others can now voice thier concerns,
to Corporate.

Let the nasty staffers learn to be nice to people.

And I am no longer afraid of being abused by T-Mobile and their nasty
poorly trained staff.

I now use Sprint and other providers, because in my opinon, T-Mobile
is the worst firm in the world, worst than even Dick Chenny's
nonsense.

And that whew, has to be the worst ever........


Be sure to tell everyone at T-Mobile that James Robert Seidel
sent you, and that he is not very happy with the nasty staff at
T-Mobile.


Make sure that you ask for a full refund.

Make sure that you ask that you be treated nicely,

Which most likely still will not happen since it seems most of their
staff is either from Manilla, or somewhere in the Pacific, and that
their corporate staff in Washington does not care about clients.


Remember, Defeat against the enemy is not a option, only victory
against
injustice.

This is a public service message

I guess I'm really lucky...I've been with T-Mobile for almost 5 years now and have called them more than once. I received good customer service and they answered my questions without being at all rude or impolite. But I didn't have a real problem either...just questions. I might be polite on the phone but I have dealt with customer service reps that I wished I could have socked in the nose for being rude and unprofessional. But so far, not with anyone from T-Mobile.

I'm sorry to read so many complaints. The first thing I'd do if anyone was that bad on the phone is immediately ask for their supervisor or manager. If there is a problem with one person, go over their head and be sure to file a complaint. Sometimes it does help. Not always...but sometimes.

What i can suggest here, If CCR cannot fix your problem you should direct to the supervisor or manager. Since you are dealing with the problem for the previous day, well you have the right to ask for the supervisor. For any problem I'm sure there was a solution, If one cannot fix it I'm sure higher position can. Instead of wasting your time talking to a CCR and not getting any feedback or result of the problem, Direct to the higher position. That's the best solution so far.

Have to say, that my service with T-mo in general, has been great. But customer service reps are a definate laugh. I spent 5 hours being given the run-around between differant reps, who either sound like they have a mouth full of marbles when speaking or sound like they'd be better off riding camels out in the desert somewhere. One rep even had the adacity, to try to talk while eating! When is T-mo going to hire people who understand English, and can speak it too you in a clear, cognitive voice?
My 2 year contract is up and I have been trying to switch both cellphones over to pre-paid for financial reasons. The second phone on my account is used by my ex wife, who is a heart patient with diabeties and MS. She relies on her Drs. being able to contact her, as well as hook electronic equipment to her phone to moniter her heart and send said info to their offices. T-mo continually gave me the run-around. "Oh, your account is over but I have to charge you 150.00 to switch to a pre-paid". "I can start your prepaid process but it will take up tp 48 hours to complete the request". And these were reps 7 and11 out of 14, that I manged to partially understand! Whatever happened to English speaking people who knew how to speak in a clear, understanding voice, and could actually read your account info on their computers? It's been 4 days and my account still hasn't been switched to pre-paid. Meanwhile....I have no phones and my ex cannot keep in contact with her Drs. Yes...I had already paid for the epin numbers and prepaid time. I'm just waiting for T-Mo to get their heads outta their asses and make the switch.....IF, they can find a customer support person who knows how to read and type English. Sheeeesh...no wonder our economyy is bad....these companies would rather hire idiots overseas to do our jobs! I have an attorney who is ready to file a lawsuit on my behalf, because the T-mo reps are giving me the runaround, as well as creating a life threatening situation for my ex-wife in her not being able to use her cellphone for her medical conditions.

this is why you dont deal with them..they suck!

I think you have every right to be upset. But I would like to ask you if the company you work for has ever made mistakes before. It really irratates me when people complain and make a big deal out of something that would probably be handled alot better with a little patience and understanding.

I dont know if you acted this way exactly but its the feeling I am getting. That if someone is human and makes a mistake they should kiss your butt in order to make it better. Every company in this world makes mistakes, and they dont always handle it right the first time. It sucks, and it can be frustrating but its life. So instead of calling and complaining, you should have sent the phone back in your prepaid shipping box that I KNOW they shipped out to you and then told them to comp and overnight your new phone. T-Mobile has always been good to me. But they made some mistakes about changing my phone number when I relocated. However I was not so shallow that I felt the need to get online and post a huge complaint.

I am human, and so is everyone else in this world. Things are gonna go wrong, just roll with it. Hanging on to that negative attitude is a waste of energy. Forgiving someone and moving on goes a long way. You would be surprised how much the people your talking to respond well to an understanding attitude and things get handled alot smoother and faster.

I apologize if you were nice, but putting down the whole company for one mistake seems kind of harsh...its obvious they dont treat all their customers this way or they would not be a fortune 500 company!