T-Mobile T-Mobile's "customer reps" take CUSTOMER SERVICE to an all-time low! Albuquerque New Mexico
Quite simply, with almost 18 months gone on my T-Mobile & it's almost Thanksgiving, I'm quite thankful for the fact that my 2 year contract has only 7 more months!! YIPPEE!! June 26, 2009, my nightmare with T-Mobile will be over.
The straw that broke the 'camel's back' was drawn tonite, 11-22-08, when my daughter called T-Mobile to report that her SIDEKICK3, (the fifth in 18 months, yes #5), replacement phone wasn't functioning properly.
1.) She spent 50 minutes on her friends cell to try to rectify the problem, only to be cut-off by a rude & condesending 'customer rep' by the name of Rashonda #11282529.
2.) Then Meg, my daughter, & I placed a three (3) way call to T-Mobile. We spoke to Jeremy #3828993 (customer service) & Leandra, who repeatedly assured us that Meg, because of the extra insurance that I carry & pay for monthly, could go to any T-Mobile Authorized Dealer& pick up a "loaner phone free of charge". Quote them both, "this is why you have paid the insurance premiums, right? We're so sorry for the inconvience!" They both gave us 200 minutes, to boot!
3.) Meg then went to the T-Mobile store in CHICAGO RIDGE, IL, & was told by "JOSH, THE SELF-PROCLAIMED" manager that a $70.00 dollar deposit was required for the loaner...huh?? At that point, Meg called me quite P.O.'d.
I told her to remain in the store until I got an answer from CUSTOMER SERVICE.
4.) I called T-Mobile CUSTOMER SERVICE immediately & asked to be connected to a supervisor. Almost at once, I was connected to a "SUPERVISOR", Terry #0653228, who was arrogant & quite rude, told me that the Reps Jeremy & Leandra BOTH GAVE Meg & I THE WRONG INFO..WHAT???
In Sum, my over-all experience with T-Mobile has left me with a VERY BAD TASTE. It's a shame that thier so-called 'BUSINESS' practices are SO VERY CROOKED!
Erin
Hickory Hills, Illinois
U.S.A.
1 Updates & Rebuttals
Tauns
PORTLAND,Oregon,
U.S.A.
Agreed
#2UPDATE EX-employee responds
Fri, January 16, 2009
I have seen this sort of thing happen, unfortunately, all too often. There is a sense of arrogance with T-mobile employees, probably because they enjoy making money through customers who are not given enough information. For instance, if you go over your minutes without knowing it, you are charged a large fee. Therefore, lack of information = money.
Usually, the Sidekick issue is due to not adding the (now $25) sidekick add-on ($25 includes unlimited internet and 400 text messages, while $35 includes unlimited internet and unlimited text messages). This rate is higher than the original $20 add-on, but that one is no longer offered whatsoever. Without this add-on, ALL sidekicks, no matter what type, will have a great deal of errors, such as: deleting the phonebook entries, not allowing downloads, and unwanted restarting. It relies on the network for EVERYTHING, so without that internet, it's not worth the hastle to own it (you are forced into paying extra each month because of the phone).
Many customers are not warned about things like this because they are rushed through the stores since true customer care takes too much time while leads and sales are rewarded instead. Most customer care issues (unless the store is slow and the workers are bored) are taken over phone, and many reps will stick you on the phone with the same people if you visit, so the most you can usually do is call customer care and request higher-ups.
Loaner phones are not a given, although the good news is the $100 fee is not charged unless the phone is not returned within the 14 day return period. Insurance is not necessary to get a loaner phone, only the one year warantee that comes with it for free.