T-Mobiles customer service or lack thereof

Its amazing as we move forward in the world of telecommunications and the wirelss carriers statement their wireless device is all you will ever need, and when you call them with a problem they say oh you will have to call us from another # so we can diagnose your phone.

Now let me see. I have one phone, so do I got to the local Quick Trip and stand in the sub zero temperatures and snow and wait on hold?

And when you explain in detail the problem you are having, they dont ask what model phone you have, what your # is, they really dont want to know anything about a problem.

Then you ask for their corporate office phone #, the canned response We are not allowed to give that out. The corporate address? we are not allowed to give that out. When pushed for real customer service. And i loved it this morning, she said this is all the customer service you will need.

MY company asked me to switch carriers 5 months ago, and last May I was given this DASH for my birthday. I wish the family had saved their money. It took 3 weeks to find someone at T-Mobile who could help me get the email set up.

Now the battery will not hold a charge and the store says call 611, you call 611 they say call us from another #.

So I scrounged around on line and found a contact us email link. Yep automated email response we will get back to you in 24 hrs.

No wonder americans lose pateince with big business and the service surveys falter.

I cant wait to call Bellevue Washington later this morning. It won't do any good but it will make me feel better to thank them that they have expedited my decision to switch carriers.

Sprint did the same thing. I live in the same city as their home office and their field engineer came to my home and said and this is a quote" The service at the curb is acceptable please quit calling us, and if you find someone better please change carriers". I did and now I will change again

Thanks T-Mobile you are wonderful

What are you, like 12?

Disgusted, it would appear the response to your post exhibits the characteristics normally shown by the typical carrier "schill". And for those that suffer similar abuse and have the facts in your favor, stick by your guns, you can win against the "carrier".

I ordered a T-Mobile prepaid on the web around December 12, 2007. When it arrived, roughly December 17, it was defective. I was not allowed to exchange the defective phone for one sold locally, since I had ordered it over the web.

So I had to send it back, on December 20; was told "it" would take about ten business days. What I wasn't told was that apparently shipping to T-Mobile took ten days, repairing it took ten days, and shipping it back took ten days. Ten BUSINESS days.

On January 9 I was emailed: your phone has just been shipped to you. Today, January 19, it still hasn't arrived. After many ventures through voicemail hell Ireached a representative who explained that shipping ALONE takes ten business days.

ould think that when the problem was their fault, they might at least use an expedited delivery service.

The phone might reach me by January 25. If so, it will have been six weeks since my initial order. This is the 21st century?

When I tried to reach a complaint department, after the requisite time in voicemail hell, I reached a machine who said "sorry, I can't hear you." I tried again, from a different phone. Funny, the machine still couldn't hear me.

If the phone works, I will use up the minutes I've already paid for, and then switch to another carrier. This time I'll have the sense to check out reviews of customer service, not just price comparisons.

calling from the phone that is defective asking someone to fix it, is like calling a mechanic while driving your car down the road and have them try to fix it, it cant happen 90% of the time the first thing a CS rep will do is update the network settings and have you reboot your phone.

Immediately asking for a co contact NO company will do it, there IS a such thing as "The chain of command" you cant leap from csr to CEO you have to go through the proper channels, Oh yea and chances are idf you do get the corporate # guess who answers? A CSR that works at the Cor. office not anyone of power. why you ask because they have better things to do than to listen to you piddley complains about minute crap

ok lets me serious here, i am not trying to insult you but again are you serious? do you think that its possible to trouble shoot your phone while your on it? you are one of those customers that i like to have you "powercycle" (turn your phone off and on).while your on the phone with me. that would definitly resolve that issue.so actually yah.i guess we can.

.disgusted as well

I have been a customer of t-mobile for years, but the customer service has deteriorated and I wish to file a complaint hoping that something will change.
First, I bought a new phone from the web site in April 2007 and I still try to get my $50 rebate. When I cal the rebated phone number, I need to try all possible combinations of keys to speak to a human and when I manage to do so, they always say that it is the problem of my post office.
The last time I talked on Feb 18, 4:00pm, with Chelsea, with Refid 492650 and she told me that the shipped my check on Jan 28 but it is still on its way!
She then accused my post office, even though I told her I never had a problem with them for 3 years I live here. I asked her very politely to resend the check and put a tracking number so I can track it on usps and even offered to pay myself for the tracking, but she said it is not possible. So I do not see any way for me to get my rebate…Any suggestions?

Second, last December I went on cruise and I used my cell only for texting. I got a bill of $29 for roaming which seems to be because I received some voicemails which I never listened! I called on 2/17/2008 to complain about it, and the representative was saying one sentence, then putting me on hold for 2 minutes and so on, and after 10 minutes she hung up on me.

I have given up on trying to talk on the phone with customer care and I hope this letter will finally give me my right.

wow. I have never had a problem with any of their phones or customer service reps.

Wow i feel sorry for the reps. i do.

T-Mobiles customer service or lack thereof

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