Someone said T-Mobile sucks

Hi, hope someone can help me on this. I want to change from AT&T to T-Mobile but I read here mymodenetwork.blogspot.com/2009/04/tmobile-worst-phone-plan-review.html that T-Mobile sucks. Is it true that the customer service is bad?

Thx

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I have issues with the T-Mobile corporate direction but I can not compare TMO with others. Basically I think it is just a corporate strategy this era that VP’s and CEO’s only care about their return on investments. Customer care is a liability not a goal.
T-Mobile Customer care is isolated from the core business. This department is a barrier between the customer and its management. Try to get in contact with a decision maker, it will not work.. I think that the customer service dept of T-Mobile contains just the same robots as you get at AT&T. The only care you can find is on boards like this.

I'm actually really happy with my T-Mobile service. I've only once been out of a service area for more than 5 minutes, and that's when I was out hunting in Metamora.

The customer service has also been really good to me. If something needs to get done, it always gets done while I'm still on the line. I've only once ever had to pull the "I think I'm gonna cancel" line once, and that was a very extreme case (They wanted to charge me $120 for data use when I didn't even have a phone that could access the data plan).

I have T-Mobile ToGo so my exposure to T-Mobile cust. service has been limited, but when I have called, the service has been good. The last time I needed something, I went to the local T-Mobile store. Their service was most excellent.

I have been with T-Mobile for about 8 years now and love it. Their customer service beats Sprint, Verizon with whom I have dealt with in the past. Wouldn't change them unless I absolutely must. As with everything in life, there are no guarantees.

I was with T-mobile for 3 years and switched to Boost and that has been the biggest mistake ever. T-mobile customer service is eight times better then Boost, I can't wait to switch back.

Boost is a pay as you go company! Pay as you go companies always have poor prepaid departments for customer service. Even Verizon's customer service in prepay is not nearly as good as Verizon's contract customer service. I worked there, been there, done that...finally I moved to the contract department. Now I'm not there at all. I can tell you that prepaid customer departments are underpaid while in Verizon's contract department, you're probably WAY overpaid...

Originally Posted by BoostSuks

I was with T-mobile for 3 years and switched to Boost and that has been the biggest mistake ever. T-mobile customer service is eight times better then Boost, I can't wait to switch back.

Originally Posted by nathanprice

Hi, hope someone can help me on this. I want to change from AT&T to T-Mobile but I read here mymodenetwork.blogspot.com/2009/04/tmobile-worst-phone-plan-review.html that T-Mobile sucks. Is it true that the customer service is bad?

Thx

You have to try a service for yourself.

Originally Posted by mobilecow

I have issues with the T-Mobile corporate direction but I can not compare TMO with others. Basically I think it is just a corporate strategy this era that VP’s and CEO’s only care about their return on investments. Customer care is a liability not a goal.
T-Mobile Customer care is isolated from the core business. This department is a barrier between the customer and its management. Try to get in contact with a decision maker, it will not work.. I think that the customer service dept of T-Mobile contains just the same robots as you get at AT&T. The only care you can find is on boards like this.

Wow Dude take a breathe. AS a T-Mobile cust care rep we are all empowered to assist you, but we are not going to credit back valid charges or give you free phone just because it's what you want. You need to take responsibility for your account. We give you several options to manage your account and to resolve any issues you may have with your phone, account, etc. But we are not baby sitters and will not hold your hand. I know your an adult because to get an account you have to be at least 18. So stand up and act like and adult. And when you call in, don't yell, scream, curse or belittle us. That will not get you anywhere and honesty, we will not want to go the extra mile for you. we will do the minimum just to get you off the line. You don't want to be treated that way-why should we. People like you love to rant and rave about how bad our cust service is, then why have we won 8 JD Power Awards for Customer Service? ATT, Verizon can't say that and our call centers are all in the USA and owned by TMobile, not outsourced. So next time you call in try being just a bit nicer and see just how much better your experience is. Remember you can catch more bees with sugar than vinegar.

Yes, I agree customers should do everything the carrier offers to manage their own account...but I feel it is as much the carrier's responsibility to track and take care of their customers.

An example of taking care of a customer is by using an auto dialer. Verizon Wireless is the only carrier to implement it...but I feel more should. Verizon Wireless has a system set up to automatically call a customer if they're exceeding megabyte use, minutes, or texting. It places an auto call to you warning you that you may soon go over and they suggest switching to a better price plan. It then automatically transfers your call to a customer service representative.

No, Customer Services reps aren't baby sitters, they're account sitters. They are supposed to keep the customers best interest in mind. Most customer service reps at most carriers do not.

Originally Posted by nashobaslove

But we are not baby sitters and will not hold your hand.

Uh, not we are not account sitters. YOU are responsible for your own account. YOU took on the responsibility when YOU agreed to the terms and conditions in the contract. It takes less than 3 seconds to press #646# send to check your minute balance, #674# send to check your message balance and #225# to check your account balance. What next Nick>>>should we call you to tell you when to **** and wipe your ass too?

Carriers/customer service are there to make it as convenient as possible for their customers...no matter what it is.

I can tell you that Verizon Wireless didn't achieve the best churn rate just by sitting there and watching customers gain overages.

Yes, carriers DO enjoy racking up money for the overages;however, the story is worse if they have a customer with 100 or so minutes worth of overages. They'd rather credit them (or prevent them) instead of losing a customer...this is what forms a great company.

Yes, this sounds biased, but it isn't. If AT&T or T-Mobile had a service I described (in previous post)...I could and would defend them also.

By the way, be appropriate.

Originally Posted by nashobaslove

Uh, not we are not account sitters. YOU are responsible for your own account. YOU took on the responsibility when YOU agreed to the terms and conditions in the contract. It takes less than 3 seconds to press #646# send to check your minute balance, #674# send to check your message balance and #225# to check your account balance. What next Nick>>>should we call you to tell you when to **** and wipe your ass too?

yeah my calls r constantly dropped

I think it really depends on your area. Ive never had problems with Tmobile, but I have friends who say they hate Tmobile. I dont think its bad or good, just depends on your area IMO.

in my area Tmo is great. i like there customer service.