T Mobile Phone Upgrade Policy

Dearest Nannette:

My name is Wayne from South Florida. Have been selling T-Mobile as an authorized 'Master Dealer' on both the "Consumer" & "Business" levels since the old Voicestream / Omnipoint days. All I would like to add is that I completely believe what you are saying is true. I mean, after all.... stranger things have happened, and I am truly happy for you. But please don't be upset with me when I tell you that what both Samsung & Texan are saying is true. It sounds like both of them really have read their textbooks from front-to-back. Just suffice to say that these are the standard policy guidelines, but sometimes exceptions can be made. Again... I am honestly happy for you. In most cases (and I have had the unfortunate experience of working / struggling with other carriers), and all I can say from my humble point of view is that I would much rather deal with T-Mob's than with anyone else out there for my buck! No harm intended.....

Wayne,

Florida? That is where both my and my uncles plan are based.

I doubt not what either of those gentlemen say. They know their stuff and if I were in their position with the same knowledge of T Mobile (Which I don't), then I would call BS as well I guess.

I'm not too sure what is meant by "new line of service" tho. I kept my same number, but my uncle did add 1 line to his family plan. Other than that, everything remained from the prior contract.

Anyway, I had no idea about T mobiles policy regarding existing customers. Maybe we did just get hella lucky. I hope no one lost their job for it.

I really don't think the rep knew what he was doing. According to him, my Mobile-to-Mobile minutes would be free and I would have access to GSM features, even tho I roam on the ATT/Cingular network. I have since found out that his information was incorrect. Because I'm on a roaming partner, I have no access to these options. So obviously this guy wasn't on top of his game or he was misinformed.

Now I like T Mobile. The service (when I was in Florida) was great and I had no problems. I would definately stay with them whether they expand to my part of NC or not.

But, as with most Customer Service/Tech Support departments, there is a pretty big problem with misinformation. Everytime I call, I get a different answer to the same question. Both my uncle and I will call at the same time with the same question, and when we call each other back...We have different answers. And they won't give out extensions. So I can't stick with just one rep.

Samsung: I don't know what to tell ya. I guess you learn something new everyday

CC reps at any service providers call centre do not have extentions, usually on supervisors and managers will have direct extentions. Yeah if you have done a manually network selection to get on a tmobile roaming partners network or there just isnt a tmobile network to be found in your area then your T-Mobile to Mobile min will not work. Your calls to other tmobile customers will just record as a normal call (if you cant get on a tmobile network just drop the mobile to mobile it is useless). Im sure no one got fired I just have no idea how they would put such an order through for you?? CC reps would not be able to give you such pricing (to the best of my knowledge).

What I meant by "new line of service" is that If you had 1 line of service with Tmobile, you would have to add another (therefore have 2 lines) to get the pricing that you received) ** as per www.tmobile.com for the discounted prices under phone section>> Prices exclusive to T-Mobile.com or 1-877-387-4324 with a new line of service activated on a qualifying rate plan for a one-year service agreement (minimum). Existing customers must activate an additional line of service to qualify.

Yes misinformation is a huge problem with every service providers CC, some people think they know their stuff but dont look up the information until the customer gets off the phone and then they prob think SH*T lol.

Samsung hit it on the head Nannette, I could not have put it any better. Even a sales rep has to sometimes put up with the same crap. It's incredible... All I can say is that T-Mob really does try hard, and usually has a fairly decent attitude about it as well. Stay happy and well and always remember to use #646# (feel free to ask if ur unsure about what that is....)

Wayne

What is it? Not that it really matters, as I can't use any of the T Mobile shortcuts anyway

#646# send is the minute messanger, why cant you use and Tmobile shortcuts???

As Samsung described, it is a really convenient and useful tool to check the cumulative minutes used in the current billing cycle. All you need to do is press #646# and then press the call button. This never uses minutes, so you can use it as often as you like. Within 10 seconds or so your minute useage will show on the screen in the form of a text message. I hope this will work for you.

I have been a Tmobile customer for a little under 8 months now and I have to say that your service is pretty crappy. Are your package plans good? Of course better then some of the leading competitors. Will I ever go over my call pack plan? Probably not because my phone drops more calls then I can keep and I usually find myself searching for a landline to continue where I left off. As far as constant complaining and noting someone’s account as such, there wouldn’t be constant complaining if there was nothing to complain about. Within my first month with Tmobile I had severe delays in text messaging from anywhere between 3 to 48 hours, thank god they were emergency information texts. I called and had a trouble ticket filled out on the problem and someone at Tmobile decided to take it off without fixing the problem, yet sent me a text informing me of that. Please note that this problem still continues and every month a trouble ticket has to be filed. Then there was the lovely sales rep somewhere in my 3rd month who offered me the unlimited text messaging package for $9.99, she said that would solve the problem with overages seeing as how I had to resort to logging on the yahoo messenger to send out and receive my text messages…..I agreed and that was added to my account. While this was added the lovely Tmobile rep wiped off all my other services so I found myself with a bill somewhere in the $248.00 range seeing as how my free tmobile to tmobile and free nights package were taken off for a vast majority of that month. When calling to complain ( but I am sure they knew that seeing as how my account was already flagged ..lol) I was offered the 6th month for free but declined and had to fight and argue with the customer care rep to get the overages take off my account seeing how it was one of Tmobile’s well qualified sales associates that made the mistake. Now allow me to let you in on a little secret, your company may have gained a majority of the competitors customers since 2003 however that is most likely when your company started giving service to virtually anyone as long as they had a charge card and their payments on their accounts were made before their bills reached the $150.00 mark. The phone I can’t complain about considering I don’t think it’s the phone but more like the service. However I did notice that after I purchased my lovely $100.00 Motorola V66 phone Tmobile offered it for free less then a week later. Its Customer care reps like yourself who feel that they do no wrong and flag our accounts that prompt the customers ill feelings towards the company. In essence you work for us, we pay your salary yet have no control over mistakes that you make and are not very quick to rectify. Yet were expected to take the gracious offer of the 6th month free for botched services and lack of support the remaining 6 months of our contract….Why is that?

You should not have had any Problem getting a monitary Credit for that overage if it was a T-Mobile error. As far as dropped call go have you tested another phone?? called tmobile to troubleshoot?? The V66 is prob up there with the V300 for T-Mobile problem phones, or so i have heard.

T Mobile Phone Upgrade Policy

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