It doesn't matter what tone you take with Tmobile, their customer service is horrible.
First of all, let me just say!
sd2828 - Ive quoted you because you clearly have no idea. Have you ever worked in a customer service environment?
Ive worked in CS in different companies for 6 years now, my partner has his own company and i do believe you should always treat others how you want to be treat. You want bad customer service you call 3!
Now if your in contract and your mobile phone is faulty they will send it off for repair! You buy the phone through the supplier but in the case of the Nokia you keep having problems with it is Nokia who you should be taking your anger out on.
I agree with the person who said the 1st post was insane, that guy would get hung up on any time, now the same could be said for people who blame the service provider and not the manufacturer.
I wish people would get it into there heads, if you sign into a contract its NOT about the mobile phone, its about the service. i.e. your signal and all that jazz, NOT the mobile phone! The service provider has no control of what will happen to a mobile phone as it is not made buy them!
I do know that T-Mobile are the only company who test a phone to within an inch of its life before they will release it to the general public, as opposed to the likes of Orange who have paid out over a million trying to sort out the Blackberry Bold 9000's problems!
So back to my point, if you call a company angry they are not going to give you the time of day, if your phone is faulty and you did not take insurance then again its between you and the manufacturer. Last thing, if you take your phone into say the bathroom and leave it on the side while you have a bath.or you leave it in a room that can get steamy with condensation then that is how your phone gets water damage!
I apologize the rant but that's how it it in customer service. Any Questions? I don't mind.
Yeah, you should treat cs with some degree of respect and usually it will turn out better that way for both parties. but even if the customer is unruly, it is still the reps duty to maintain his or her cool and be as helpful as possible. That's why your getting paid the small bucks. and yeah, i know some customers are retards, believe me i know, but i always try to help them with whatever they need, considering they are the ones filling my pockets. i know over the phone it may be different, but bottom line is always the same. and to you irate customers, remember these people on the phones are people too, with real feelings, hence if you treat them good, generaly you will recieve better results.
calilyfsabeach Posts: 1
Thu Nov 06, 2008 7:48 pm
sd2828 wrote:
It doesn't matter what tone you take with Tmobile, their customer service is horrible.
I've had a Nokia Music Express 5300 for a year and have had to have it replaced three times so far due to problems with the phone. Of course, every time I have to have it replaced, I have to pay for the shipping. I can't get another model without extending my plan (which I extended a year a go to get THIS phone).
When I originally ordered this phone by the way I paid for expedited shipping and when I didn't have the phone 10 days later called and followed up only to be told it was indefinitely back ordered but no one had bothered to let me know. I finally was able to get one from a local store at the online price but that took five phone calls.
Every time (and I do mean EVERY time) I call customer service about a problem, I am disconnected and have to call back and start all over again with a new person.
When my most recent Nokia had to be replaced AGAIN after less than a month (It comes on, but screen remains blank), I was quite upset to find out I was going to have to pay shipping charges AGAIN. When I asked to speak to a supervisor I was told the only supervisor in the entire call center (apparently I was supposed to believe they only had one on duty), was busy but would call me back within 30 minutes. Three days later I still haven't gotten a call back nor have I gotten a replacement phone. I'm going to have to wait about 10 days (ground shipping because I refused to pay for faster again), to get yet another refurbished replacement phone.
When I asked for a new phone instead of a refurbished one I was told that the refurbished phones are just as good and have to meet rigorous standards. When I pointed out the last refurbished phone didn't even last a month, I was once again disconnected and had to call back and start the whole process over again.
I have been a Tmobile customer since they bought VoiceStream and in all these years have never had a problem that didn't require at least three calls to customer service to resolve.
I have had a family plan for approximately 5 years with three lines. The plans on two of the lines are expired and I'm just waiting out another year for the third to be expired before I move to a different carrier.
I've had T-Mobile for over a year now & I regret ever changing from AT&T to this crap service. I have a Sidekick.& it's literally one of the worst & most unreliable phones i've ever had. the one I have now is my 2nd one & it's already broken.I got it replaced not 3 months ago. I always lose service randomly every minute or so & then it comes back. literally EVERY minute it drops service. when I make a phonecall, the phone decides to lose service RIGHT when I press the green call button & I have to retry it again after it regains service. when I flip the phone open, it restarts. this happened with my last Sidekick & when I told them I wanted to get it replaced & that I had insurance on it, they STILL made me pay $75 just for them to send me a new one! I did NOTHING to the phone for it to start acting crazy & they charged ME for it!?
also, on my old Sidekick, the MyFaves got all jacked up.previous contacts on my MyFaves remained there & never changed when I removed them from the MyFaves service. when I try to delete those old contacts, it says they are still on the MyFaves service, when I know for a fact, they are not. also, when my phone restarts or when I turn it back on, the MyFaves contacts' information is defaulted back to a previously saved version for some reason.
if I would have known this phone was going to be such a piece of crap & the service was going to be so horrible, I would've stuck with AT&T.
& to the person I quoted, you are ABSOLUTELY right. Customer Service for AT&T is absolutely terrible. had to call them numerous times to get them to resend my new Sidekick.
I can't wait to switch back to my old carrier!
btarocker Posts: 2
Thu Nov 13, 2008 4:18 am
All of u that have to replace ur phones have got to take better care of ur phones that's why they make cases and carriers so u won't ruin ur phone u guys are just whiners that don't appreciate what u have and don't take care of ur stuff. I've been with t-mobile for 3 years 2 with my parents and 1 with my girlfriend and the only time I ever had a problem was when they added more minutes when my minutes restared at the begining of the month I called customer service and they gave me bonus minutes so I wouldn't go over my minutes. All u have to do is talk like a human being and not like a neanderthal and they will help u. They are "customer service" which means they are there to help but if u talk like an asshole to them they will not take it and hang up. Because after all they are human. My girlfriend is a customer service rep for a makeup company and she tells me about incompitent people that should be wearing a helmet which is half of the people that call. Customer service is there to help and believe me they will not take shit from anybody that's why they hang up on u. Lets just follow the golden rule, "give respect to get respect". Everyone that talks shit about people when it is not needed need to grow up.
btarocker Posts: 2
Thu Nov 13, 2008 4:29 am
btarocker wrote:
All of u that have to replace ur phones have got to take better care of ur phones that's why they make cases and carriers so u won't ruin ur phone u guys are just whiners that don't appreciate what u have and don't take care of ur stuff. I've been with t-mobile for 3 years 2 with my parents and 1 with my girlfriend and the only time I ever had a problem was when they added more minutes when my minutes restared at the begining of the month I called customer service and they gave me bonus minutes so I wouldn't go over my minutes. All u have to do is talk like a human being and not like a neanderthal and they will help u. They are "customer service" which means they are there to help but if u talk like an asshole to them they will not take it and hang up. Because after all they are human. My girlfriend is a customer service rep for a makeup company and she tells me about incompitent people that should be wearing a helmet which is half of the people that call. Customer service is there to help and believe me they will not take shit from anybody that's why they hang up on u. Lets just follow the golden rule, "give respect to get respect". Everyone that talks shit about people when it is not needed need to grow up.
To be clear when I said they added minutes I meant minutes I had never used
Ok to straighten some things about about phone exchanges. If you purchase a new phone, it's a new phone, ordered from the manufacture, It usually comes with little to no defects, just like any manufacture product, like say buying something straight from a store, it is shipped from the manufacture to a warehouse to you. If you have any problems with this phone it is usually the fault of a manufacture defect unless its caused by dropping the phone or in some other way damaging it or liquid damage. So lets assume that you have not dropped your phone, ran it over with a car or dropped it into the toilet, its not working, you have a manufacture defect and need to have it replaced under the manufacture warranty. Now there are two types of ways to replace this phone, you can go straight to the manufacture and they will honor your 1 year warranty, or you can call T-mobile and they will honor a 1 year warranty. So we will assume that you call T-mobile to honor the warranty, I mean you bought the phone from then so it only makes sense. You have now entered the t-mobile ring of fire. When you exchange a phone through t-mobile you receive a replacement phone in the mail. The phone is not sent from the manufacture but rather a repair center run by T-mobile. You then send your defective phone back to the repair center ( located in la grange, GA. They receive your defective phone and take it apart, they check for physical and liquid damage and then attempt to fix it, it goes through some minor testing and if it turns on and makes a call they place it in an available for exchange category, if it does not turn on and make a call they use it for parts. Now the phone that you received is in fact a refurbished or rebuilt phone, there is no way around it. Exchanging a phone through T-mobile will guarantee you a rebuilt phone, regardless of what the representative says over the phone ( and often times they will use termonology such as "you may receive a 'like new' phone) This can often be a viscious circle of anger and frustration especially when receiving a phone that does not work out of the box. This action of phone recycling was put into place to save a company money. phones are released far to early from the manufacture in order to profit earlier off of development which cost quite a bit. so it's actually cheaper for manufactures and developers to recycle the phones while they are working on the defect than to just give you a brand new phone.
Now with t-mobile there is a bit of a loophole that they do provide called the multiple exchange, It can be in some sense a double edged sword however. The terms are such, if you have had 2 exchanges within a 90 day period and do not currently hold a past due balance you are eligible for a different model phone. This is a good and bad thing. The good aspect of this is that you will receive a brand new phone out of the box with a brand new battery and charger and a brand new 1 year warranty. The bad side is that you can not chose the phone, it is predetermined based off of MAIN features of the device, and availability of stock, not by cost or sub features. So say you have a Blackberry 8800, a phone without a camera but was previously (before the G1) the only phone that carried GPS, on your multiple exchange they would send you a t-mobile dash because of the availability and SIMILAR features, they both have internet and email capabilities. The thing is that the BB 8800 retail value (this is when they still sold it about 8 months or so ago) was around $550 and the retail value of the Dash was around 300-350. This is only really a downside if you purchase PDA devices or internet ready phones, for normal phones this can be a bit of a blessing if you work the system just right. I have only ever purchased 1 phone from t-mobile and i have over the past 2 years owned 3 or 4 different model phones using multiple exchanges. I have not had to extend my contract or pay money for phones.
As far as shipping goes if you have insurance on you're line ups ground shipping is FREE, there is only a charge for express shipping. Insurance is a good thing in that regard ( i'll get into that some other time) . now if you are going into this with the intention of doing a multiple exchange when you exchange the phone the first time you can add insurance if you dont have it, so instead of paying 20-30 for shipping you are only paying5.99 for the insurance, and then you get free ground shipping on all following exchanges. and if you decide to not keep the insurance you can just take it off later.
yourmama Posts: 12
Mon Dec 08, 2008 2:58 pm
After many gut wrenching hours on the phone & a little bit of research.
I have the T-Moblie corporate phone number. This is the only one to use. Other numbers of the company pres. & so forth will only take a recording & they will not call you back or deal with your problem.
425-378-4000 will take you right to the main corporate office in Bellevue, WA where you can speak directly with customer service executive staff. They are the only people that can or will help with legitimate problems.
REMEMBER 425-378-4000 & KEEP CALLING THEM
yourmama Posts: 12
Mon Dec 08, 2008 3:21 pm
TO ALL PRO T-MOBILE
who are you people anyway. If you think that the corporations in this country care at all about anything but securing thier finances then you haven't read a paper, seen a television, listened to NPR, or walked out your front door in about 10 years. Great so you can pay your bill fan-fckin-tastic do you even realize that almost 10% of this country is unemployed & not by their own choice. That it's the fault of corporations for outsourcing all possible work overseas to increase profits. I've noticed that most of the pro t-mobile people are either t-mobile reps. or work in other areas of the company. So go ahead & keeping bashing everyone that has legit problems with these corporations & we'll see how you feel about all of this when your customer service job goes to India as mine did.
squirrel Posts: 1
Sun Dec 28, 2008 2:59 pm
I have had a bb 8700g from T-Mobile for over 2 years and I have never had a problem with T-Mobile. The coverage is pretty good and I don't have a lot of problems with dropped calls - they usually only happen when I am very close to a cell tower. A lot of the moaning and groaning about dropped calls can be tracked back to your device. If it has a bad antenna, there is nothing T-Mobile can do about it. Hint: Don't get the free phone; make a bit of an investment because as with everything, you get what you pay for.
I thought I had the plan I needed originally , but then I started running out of minutes. I went onto their website, changed my plan for free (although it reset my 2-year contract). The plan immediately went into effect and I never had a billing problem. I've only had to call tmo once and I was on hold for about 5 minutes, talked to CSR and everything was taken care of. I have automatic payment setup - much more reliable than paper bills for everything in my life.
The biggest benefit to me is that using it as a modem is completely free. Granted, it is slow and may not be helpful for a person who needs to use it constantly. But it is there when I need it, always works and I don't have to shell out another $40 bucks or so for the feature.
BTW, I don't work for T-Mobile and I don't know anyone that does.
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