WARNING: T-Mobile Corporate Policy to Defraud Customers

lol, im currently up to "TIER 3" SUPPORT!!! YESSS its only been 46 min and 31 seconds!! yeAHHH

I have been sitting here reading every posting in this thread and I am appalled at what some of you are stating. I WORK FOR TMOBILE. I am not ashamed to come right out and say that. I have also worked for other companies such as MSN. I work in the WDG department and also I am a Account Specialist in Advanced Care or the retention department is another description of Advanced Care. There are a few misconceptions that I would like to clear up. Right up front I am going to say that these are my opinions and not some corporate companies. These are my take on a lot of what I have read.
1. The former employee who was fired for what I could decipher for the running analog was supposedly helping customers to much. This I don’t believe. I know that you can be fired for rudeness to a customer, blatantly disregarding policy and so forth but I have never heard of someone being fired for having the customers wellbeing for lack of a better word at heart. If this was true I would have been fired a long time ago. Yes there is policies that you have to follow and yes they do change. When you were hired I do know that you were told to expect change. Policies are enacted to protect both the company and the consumer. Everyone has to remember that this is a business that we are talking about. You all either own businesses or work for someone or have at sometime. You can’t tell me that there were no policies and that they didn’t change from time to time. Yes there are some policies that I don’t agree but there is a reason for them. T-Mobile doesn’t come into an area that has a employment problem and treat their employees bad. They are very picky on who they hire and from time to time it sounds as if a mistake is made and someone who is not suited to working as a customer care rep is hired and this can happen to any company. T-Mobile is a very good company to work for.
2, The person bragging about winning in court. Lets see it seems that the reason you did is because of a paperwork error not because a Judge found you to be correct, To me this is something close to cheating. I didn’t sign on the right line so even though my intent when I got the service was to agree to the terms and conditions and contract I can take it back. This has not proven that you were right only that you can go back on your intent at the time of signing very easily. This to me is not an honest way to live.
3. Every day that I work I get calls from customers that want something for nothing. Try and put yourself in our shoes. We have to listen to a lot customers call and complain or demand something for nothing our whole shift. No matter if they were in the wrong or not. For the most part the customers only want to talk to a supervisor if they are unhappy not if they received good service. There are a select few customers that do ask to talk to a supervisor because they were pretty happy about their service. Put yourself in our place and see if you could handle it I personally look into each complaint and try to resolve it to both the customers and to my employers satisfaction. Do we come into your place of business and treat you with disrespect and malice. I have found that if a mistake has been made on T-Mobiles part it will be credited. What I would like to ask you is what right do you have to call and yell at a person who answers the phone and cuss at us or even try to degrade us. Yes there are legitimate complaints and errors created by some customer care representatives. We are human not a machine which you should be thankful for. Unless you are God you are not perfect and you have made mistakes. Should we start calling you and yelling at you about that mistake or would you rather us call you and try to work it out in a professional grown up fashion.
5. The shipping fee that has been added for exchanges is so that T-Mobile can offer the warranty and exchange program. The company was eating the shipping charges for a manufactures problem not the service. In order to keep offering this service we had to start charging shipping, otherwise we could just quit offering this service and customers would have to go to the manufacture for service and that would mean sending your phone in to be worked on and not having you phone until it was repaired.
6. To give you an example of some of the requests that we get. “I downloaded a ringtone and I don’t like so I want you to credit me. If I get this call no you won’t get credit. Look at it this way. I went to the movie last night and didn’t like it. Do you think they will give me my money back?????
I have all this overage and there are several numbers that I didn’t call on the billing. With this type of call I would look over the last three months worth of bills to see if the numbers had been called before. Also we can pull up exactly what phone by serial number made the call. A sim card cannot be cloned so this will not happen. If it is to be found yes that the calls shouldn’t of billed a credit would be issued. I agree with the one person have a ABR filed if you don’t agree with what you are being told.
Remember we are all human and make mistakes. I know that I will probably be flamed royally for what I have written but at this point I have gotten tired of hearing poor me. Yes some or all of you have legitimate complaints but sit back and think could I have done something wrong or is it the company? I get so tired of hearing and reading about things that people don’t want to take responsibility for their own actions. I have been called foul names, threatened and screamed at for doing a job. I am not the one who created the problem but it seems as if customers feel it is our fault as customer care reps. You know the saying Don’t bite the hand. Well think about it if you call in and just start screaming what have you done to the representative that you screaming at. You have put them on the defensive. I have only hung up on one customer in over a year and that was after 4 warnings. Think how you would feel on the other end of the call and maybe you would get a different response.

Okay blast away.

I work for T-mobile, and the funny thing is... its not the company, its the customers using the phones. Most of T-mobiles customers are too stupid to own a cell phone in general, rack up all the charges they do each month, then deny it all. Nothing better then catching the customers in all the lies they like to tell. As you all think your all soooo smart LOL.

How many companies do you know that dont replace malfunctioning products with refurbished products????????

Manufactors warranty wont touch a product till your warranty is over with the company you service is with. It's all about the Benjamins BABY!

poST 2 after reading this shit... GOOD LUCK WITH CORPORATE! GOOD LUCK WITH Tmobile Sups. Why dont you all try not using your phone so much during the day, then you wont get stuck with bills of 6-800$ that you refuse to pay. It's hillarious when someone calls up and disputes a bill stating they didnt make the calls yet you have a whole list of calls, times, and a registered IMEI number to all the calls made. I guess you have one of those phones that makes its own calls. Must be one of those new Robot phones.
Secondly, browser messages mostly come from T-mobile which you wouldnt be charged for in the first place.. Browser and SMS and MMS messages are quite different. You can distinquish them from your call log. Maybe if you looked through your bill and call log and seen all the SMO and SMT calls you made you would realize all your dumb stupid TXT messages you sent. Its hard to dispute something that is right in front of you. Look at your bill, as we can thoroughly do on our end, then call. Cheap ass morons lookin for everything free is all you are. Live with it!

How can you rack up a $4000.00 phone bill and not know it?

Honestly, how can you not notice unless your phone was stolen and someone made a bunch of long distance charges?

When you sign up for T-Mobile, it is very clearly outlined what exactly you do and don't pay for.

If you buy a phone with additional features, you are WARNED about additional charges that may occur.

If you get T-Zones, it is clearly indicated that you have to pay for it one way or another.

If you go over your minutes, it is very clear that the additional minutes cost money.

Your peak and non peak calling hours are also clearly outlined when you purchase your plan.

If you're ever curious to know exactly what sort of features you are and aren't paying for, log into T-Mobile and list your phone and it will say exactly what sort of plan you're paying for and what features you have on it.

Either that, or give T-Mobile a call and ASK. T-Mobile's customer service is NOT hard to reach and if THEY tell you misinformation then that is their fault and not yours.

It becomes your fault when you neglect to read the rules of the contract or neglect to read up on what features you signed up for.

I've been a T-Mobile customer ever since August of 2001 and my only complaint was that I was given a terrible phone for the launch plan. At the time, neither the customer service reps nor Motorola were aware of the problems, so I couldn't blame them for not fixing the issue. T-Mobile tried to and I got a different phone.

I've experienced excellent customer service with T-Mobile and maybe I can share a few tips. Also, I've worked in the realm of customer service for 4 years and I've yet to receive a complaint about my service in the years I've worked.

Be courteous.

Yes, it sucks to have a sudden outage, but yelling at the reps who must have gotten who-knows-how-many-calls from irate customers isn't going to help. A little courtesy goes a long way.

When getting a new plan/phone, utilize their 14 day Buyer's Remorse plan.

There's a reason for this feature. Use it. Granted, some issues don't show right away, but T-Mobile also understands that, too. At least, they've understood when I've gone to them with my problems.

If you're having issues, be as detailed in explaining them as you can.

Being vague like, "my battery keeps dying" doesn't always help. Saying "I charged my battery for a full 4 hours and I made a call for an hour and the battery died" is a lot more useful. It will help them pinpoint the issue.

If it's your fault, it's your fault. Fess up.

In all my years with T-Mobile, I've never been hit with any random charges (taxes are aside since I get taxed the same every billing cycle) and the reps have always been able to explain to me what my plan entails or doesn't entail.

Then again, I also read all the fine print associated with mobile phone products, like "free" ringtones from non T-Mobile online stores and etc.

The customer is always right... usually.

There is no excuse for ignorance, really, but if you admit to it, then the customer service reps will usually be nicer about it. It isn't their fault you were negligent after all.

On the flip side, if you really are right, don't be afraid to let them know and while being courteous, ask to speak with a supervisor.

All in all, it's about the attitude.

Be a smart consumer and if you don't quite understand, that's perfectly okay! Just call them up and ask or do some research on your own.

LOL can I have your rep ID! The think by having someones Rep ID thats going to accomplish something... Yet Ive given it out more then a dozen times and have yet to have been disciplined about shit. Remember everyone laughs, including supervisors when the call is done..........

^ It actually does.

Take it from a customer who's been "right" about some things and managed to get it all straightened out because I've utilized the rep ID.

Then again, I've used the rep ID as proof that I spoke to such and such about X and Y issues and needed to reference it to management - NOT because I thought said rep was being rude or anything.

WARNING: T-Mobile Corporate Policy to Defraud Customers

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