T Mobile Customer Service ?

I currently have Verizon for my service but am considering changing to T-Mobile.

But after reading all the bad reviews about how bad customer service on T-Mobile I am having second thoughts.

Is T-Mobile customer service as bad as the many reviews say they are ?
Thanks.....

customer service is what YOU make out of it. Any company can be ranked #1 and still provide bad customer service.

I would have to say as with any company out there you can get good or bad service, sometimes depends on how you, yourself are approaching the situation... If you call in and say for instance, you have paid in $100.00 and are DEMANDING a $500.00 phone for free, probably will not happen..do you call that bad customer service or something else? I will say JD Powers who ranks companies appears to be a very respectable company and they picked TMobile #1 so...it is not for me to say.

You are exactly right about the You part..

Agreed. how you approach something is usually in line with the response you get.
In some cases anyway.
Thanks for the responses !
Coz

So far, I've had nothing but good luck with customer services. On one occasion, I did have to call twice, but my issue was settled. If you really want terrible customer service, I mean the pits, go to AT&T Wireless. One big difference between these two is that with T-Mobile, you are talking to someone in the U.S. of A. With AT&T Wireless, you are talking to someone in Calcutta (or whereever). That makes a BIG difference.

I am not in Calcutta.............there are 3 call centers outsourced to india... there are issues admittatly with those representatives... but we all aint there... less than 5% are in India

I must have had really bad luck then. I've called AT&T Wireless customer service on at least eight different occasions and, in all of the calls, I've talked to someone with a very distinctive Indian accent. I would also add that on all the occasions I've called, none of my problems were solved. I usually had to muddle through most of them to find the "cure." One reason I've left that company and signed on with T-Mobile.

Nothing wrong with signing up with T-Mobile lol but just because the CSR sounded Indian doesnt mean they are in India lol, alot of the India reps get speech classes to sound just like you and me, the only reason any service provider outsources like that is because it is more cost effective (dont have to pay reps as much as in USA).

I'd like to share my little experience with T-Mobile customer service.

I am married and talk a lot to my wife over the cell phone using the "couples talk free" T-Mobile has. I had my bill on direct deposit so I hardly ever looked at it because it was little more than a summery. Anyway one day I saw the most recent one and decided to take a peek at it. my heart jumped out of my chest when i saw it was for $886!

I immediately called the customer support. The guy looked at my bill and said all those charges were roaming charges. Thing was the guy I got the service from said there wasn't any roaming. What was even funnier was he said I was roaming in a place I have never been! So he said he would have their team look into it and they would get back to be in a few days to see if I could get credit on my bill. A few days later I called back and ended up taking to someone who was rude. She said that all the charges were legit and I wasn't getting anything back. I was understand annoyed. She said she would have her manager call me as soon as possible to explain it all to me. It never happened, I waited like ten days never got a call.

I called back and explained that a manager was supposed to get back to me. The person apologized and directed my call to someone in "investigations," who was a very nice girl. She looked at my upcoming bill and warned me that it was going to be more than $1000! She said she would look into the problem and get back to me in a few days.

Never happened, I called back 10 days later again (by this time they had turned off my service) and after explaining that someone was supposed to get back to me they directed my call back to investigations. The guy was nice and finally answered a lot of my questions. It turned out it wasn't really roaming charges but overages because I was supposedly roaming in a place I had never been to. While you're roaming "couples talk free" doesn't apply and it used up all my minutes so I got huge overages. But before he could be of any real help to me my call got disconnected. I called back right away, and of course got someone else who said he couldn't redirect my call back to the guy I was talking to before. So I explained the situation to the guy. He was some what rude, but I pressed him and told him I wasn't paying that bill no matter what. The most he could do was give $500 back. He then directed me to their billing department. The girl I talked to there said that all they could do was split the bill up into three payments. She said it would be a total of about $3000!

At this point I had been dealing with this for almost two months and I was at the end of my rope. So I wrote up a long letter explaining my situation. Then sent it directly to the VP of customer support of T-Mobile USA. It was if the clouds parted and th storm subsided. I got a called some from a guy at T-mobile who had been appointed by the VP to figure out what was up. Well this guy was really able to get to the bottom of things. Turned out the reason why I was always roaming was because the local AT&T towers had been "turned up" so every time my phone looked for a tower the first one it would find was an AT&T tower even though a T-Mobile tower was available. Also once the cal was off the T-mobile network there was no telling exactly where I was and that is why it always said I was roaming some times even states away. He credited back every penny of overage and my phone was working again within the hour.

I haven't had a problem since. Overall I think their customer service wasn't too bad, only two of the people out of the dozen or so I talked to were rude, and they were all Americans.

T Mobile Customer Service ?

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