T-Mobile is incredibly bad - Absolute worst service

I only had a year contract with them and I am glad, as their service is so utterly bad, its been such a huge dissapointment. I am actually on the phone with them as I write this. One, I just wonder if their representatives are just plain stupid. I am not one to single out people as intellectually inferior, but I do not see any other reason why I have had so many problems with this company.

The fact is, I am not longer a customer with them now, for the last 30 days. But here I am, still on the phone with them, trying to receive a refund for an early termination fee that shouldnt have been charged to my account, when I had several conversations with them prior to switching services to ensure that this would not happen. Not only did they assure me two or three times that I would not be charged this, I was sent a bill with the charge and I looked on my credit card statement today and sure enough, 270 dollars was charged to my card.

My feeling is that they present this veneer of we are sorry, I am sorry, we will take care of this, they say everything to you to placate you when they have no intention of meeting your needs. Whenever I have asked them for some service, they could not extend it. When the reception was bad, they could not even credit my account with money, which I am paying them for mobile service. Im my mind, I dont see why I should pay for mobile service when every call I make is dropped or every call made to me is dropped. When I asked them to put a freeze on my account because my purse and phone were stolen, their response was sure, okay, we have a handle on that but instead they terminated my account, 6 days before my contract was up. Seriously, I dont understand why any representative would cancel an account 6 days before contract is up. I actually think it was less than 6 days. The only reason i could see for this is that they purposefully wanted to try to charge me this early termination fee.

I have also asked them to allow me to change my plan to a lesser one, especially because I could not make calls for a while. Their response was, if we change your plan, we are going to make you sign another year contract. This was totally ridiculous, as why would I want to extend my time with a cell phone company with bad service.

I know that t mobile is maybe 10 dollars cheaper than other service providers, but it is not worth it! It has been a nightmare to be a customer of theirs. The amount of time I have spent on the phone with their representatives, trying to get my issues resolved, trying to get service on my phone, trying to prevent them from charging me uneccessary charges. Another issue was their website. I have been making online payments for all my bills for years now. They were calling to threaten service interruption because I didnt pay my bill. But everytime I tried to log online to pay my bill, it wouldnt let me pay. I dont understand how a company like this survives. I will boycott t mobile for the rest of my life. This last charge for this early termination fee was the last straw. I repeat: DO NOT PATRONIZE T-MOBILE. I THINK THEIR POLICIES AND THEIR FAKE AND INACCURATE WAYS THEY TREAT THEIR CUSTOMERS IS BAD BUSINESS. I CANNOT IMAGINE THEM SURVIVING BEYOND OTHER COMPANIES WITH INTEGRITY AND GOOD BUSINESS SENSE.[/i]

you changed the plan didn't you silly person

Yuki,

Notice the typical response to a complaint.I was once a T-Mobile customer, many years in fact as a contract customer.never again !. after what I have seen them do, not only in customer service, but other areas as well.

"When the reception was bad, they could not even credit my account with money, which I am paying them for mobile service. Im my mind, I dont see why I should pay for mobile service when every call I make is dropped or every call made to me is dropped."

You had 14 days to determine whether or not coverage was adequate; during that time, if coverage was not adequate, you could have gotten your money back and gone elsewhere. You stayed with T-Mobile. Not their fault.

"But everytime I tried to log online to pay my bill, it wouldnt let me pay."

Might have been a browser setting problem on your end. You could have sent them a check or money order, but you chose not to. Not their fault.

MY feeling is that you're not telling us the full story.

"Notice the typical response to a complaint."

Sure. This is a rant against T-Mobile, posted in the "T-Mobile Talk" section. If anyone posts a similar rant against Cingular in the Cingular section, do you not think Cingular users would do the same?

it's so true that they placate you. their reps' pay is literally tied to how much verbal pablum they can dish out

my first questions to you is when you called in to talk to a rep where you completely rude, arguing, demanding things a rep could not do for you, etc? For some reason people think that this kind of behavior should be rewarded.

As for how a rep treats you as a customer, the reason the reps are (god forbid) nice, is because that is what the customers want. That is why T-mobile, not cingular, not verizon, not sprint, but T-mobile has recived 5 J. D. Powers awards in a row for customer service. If you demand things that are not able to be given you are going to be disapointed. Instead of fighting the rep, try to work with them to find a solution. People think that reps sit at a desk and know that your going to call about the account. The fact of the matter is some reps handle over 120 accounts a day, and they are just there to HELP you with your account. If your calling to be nasty, then don't, try writting a letter to the customer relations department (listed on t-mo's web site).

TMobile is number 1 in customer service out of all wireless companies. This is a direct result of every CSR's commitment and dedication to helping customers. Some customer's just refuse to accept personal responsibility and want to blame anyone but themselves for their issues. Not all rate plans require a contract renewal, a cancelled account can be resumed within 90 days of cancellation and the ETF is credited back to the account, allowing you to complete the terms of your contract and cancel without penalty. There are 6, yes 6 different ways for you to make a payment to T-Mobile, online at my tmob, through the auto system by dialing 611, speaking with customer service and processing a payment manually, Auto debit, and at tmobile retail stores. If your payment wasn't made that is your issue, not tmobiles.

BTW. Something's with that - In Poland ERA, which is changing to T-Mobile in couple of months (97% of actions owns Deutsche Telekom) has the best CSR too

My husband and I have been tmobile customers for almost a year. I called yesterday and asked if they could take us off the smart access plan. I was told by a supervisor that tmobile has strict policies regarding when a customer can be on a regular account. I was told that my phone would be shut off for 2 more weeks until the date arrives that they can take me off smart access. I told the lady that we have been loyal and good customers for almost a year and what reward do we get? She said that she can turn our phones on temporarily for 24 hours. My husband is in minnesota and my kids and I are in nevada. He is trying to get a job so we can join him in minnesota. Tell me how he goes about obtaining employment without a phone? I even told the lady that I was on a different carriers web-site and she didn't even care that she is close to losing 2 customers! Being on a regular account would save us money and yet tmobile doesn't care about that. They are money hungry a-holes and they piss me off. I want to get ahold of their corporate office and see if they can do anything for me. I recently read a couple of newspaper articles that they said that their customers' satisfaction is their number 1 concern, well it's time they proved it! Maybe they should look at this forum and see how many people are mad at their so-called customer service! Jennie

T-Mobile is incredibly bad - Absolute worst service

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