Complaint Review: T-Mobile | The Mobile Solution - Tampa Florida

I am sorry that the expirience that you had at the kiosk was unpleasant, but to let you know - T-Mobile does have the power to switch everything back to the way it was - espically if you were unsatisfied within 24 hours. I had a customer just the other day that did a lot of switching, but was able to get back the same plan they had. Then again, this posting is over a couple years old.

"So why you might ask, do they still exist? I tell my customers that unfortunately the corporate store cannot be located on every convenient corner. So sadly- in order to fill the gap- these stores were put into place to conduct business on T-Mobiles' behalf (and PRESUMED HONESTLY too)." - Anonymous Marine If The Mobile Solution was as corrupt, dishonest, and two-bit as you've described, then why would a company like T-Mobile (who's reputation for exceptional customer service is still unmired) RELY on the revenue gained through TMS for ten plus years? Who knows? T-Mobile might be operating direct stores with the sole intention of handling issues from indirect dealers. Sir, or ma'am, you were probably employed as a spare part at the base of the T-Mobile food pyramid, so I'd get used to handling other people's B.S... If you truly are a Marine, you're not a stranger to being sold (a war,) or jumping on grenades for a cause that seems less than just. P.S. All of your your military $ervice is appreciated.

Its one of those cases though that wont be brought to court, because nobody wants to hire an attorney and go through the process for a d**n phone. Plus the contracts that were signed have a lot of small print. They actually teach you to go through the contract extremely fast so people wont read it. All The Mobile Solution is is an autherized agent for t-mobile. they just take out an extra fee and get paid by tmobile for their pressuring sales tactics and signing people up.

Its one of those cases though that wont be brought to court, because nobody wants to hire an attorney and go through the process for a d**n phone. Plus the contracts that were signed have a lot of small print. They actually teach you to go through the contract extremely fast so people wont read it. All The Mobile Solution is is an autherized agent for t-mobile. they just take out an extra fee and get paid by tmobile for their pressuring sales tactics and signing people up.

Its one of those cases though that wont be brought to court, because nobody wants to hire an attorney and go through the process for a d**n phone. Plus the contracts that were signed have a lot of small print. They actually teach you to go through the contract extremely fast so people wont read it. All The Mobile Solution is is an autherized agent for t-mobile. they just take out an extra fee and get paid by tmobile for their pressuring sales tactics and signing people up.

Its one of those cases though that wont be brought to court, because nobody wants to hire an attorney and go through the process for a d**n phone. Plus the contracts that were signed have a lot of small print. They actually teach you to go through the contract extremely fast so people wont read it. All The Mobile Solution is is an autherized agent for t-mobile. they just take out an extra fee and get paid by tmobile for their pressuring sales tactics and signing people up.

Maybe you should enlist your credit card companies help in recouping your money from the Mobile Solution. Flyering the mall would more than likely have you accosted by the rent-a-cops. :( Too bad because it could be fun.

I am writing this to be as informative as possible and to rectify some of the finer points that have been brought up with previous posts. **I too have an issue with The Mobile Solution that is a tremendous monster on its own. With the original post (Timothy) it's not so much about the bait and switch and unreliable service of issue (of course, they lied to him about what technical functions each device can perform) but the actual blatant fraud that T.M.S. (as they are known by us) commit on a DAILY basis! Sad to say, if there was an issue of question as to whether phone contacts transfer from a Sidekick to a Blackberry over the network (they don't) - he might have been able to discover that within the first 24 hours of using either phone. He could have returned it under buyer remorse. In this case, it is policy that TMS accept the return of the device for a full refund within 14 days. Furthermore, The Mobile Solution reps would say that only customer care, or a corporate store can return the upgrade/ contract to its original status [TRUE]. He should have gone that route. However, it is illegal for TMS to NOT give Timothy his money back for a device as long is it were not damaged and sale-able condition. [I've read that they were slow on refunding his purchase]. This is the fraud part! As an employee insider- I worked in a corporate store within a stone's throw of 1 of the 4 "indirect kiosks" located in the mall. They created all the mess, and we were always there to clean it up. I can't tell you how many times I've had a customer that dealt with an indirect dealer- lied to, cheated, and literally had their credit run where the customer was fraudulently activated on multiple lines, only to discover this in the subsequent billing that didn't appear for at least 45 days (you only have 14 days to back out of a contract without penalty fees). Customers would come into our store and yell at us for all the trouble that was caused to them by some TMS rep that made money off of their activation. This took up a considerable part of my job, and in turn prevented me from making any sales. I've encountered horror stories such as a TMS rep singing a minor to a contract activation (illegal yet again, to bind someone to a written contract when they are only 15 years old), to another situation where a man was billed $1900 for his first setup of what he later found out was 15 lines established on his business account- illegally! For the supposed employee (John- Acworth GA): dude, some of these people don't know the difference between a corporate store and an indirect kiosk or retail sales channel. All they see is T-Mobile hanging on a sign somewhere. And since there are only about 2 dozen Corp. stores in a market- the 100 extra dealers confuse a typical customer who just want to buy a phone. It NEVER was about getting the phone a some rant discount! They just don't know- so lighten up! Maybe you've never had to work long hours restoring these people to their proper status, but I've given pretty much blood sweat and tears for them! And I always ask the FIRST question: where did you get this phone/ do this activation/ do this upgrade? 99% of their genuine answers were to say that they never knew there was a difference! Dude, you are punishing the customer and NOT the source of the problem. (Caitlin- Salem, OR) is right though, in a regard. It takes detective work to uncover what the problem was with some customers, and whether it had anything to do with the indirect kiosk. It's sad to hear all of the complaints, to filter which ones were a rip-off from an indirect, or whether the customer just made a bad business decision. Oh yeah, and I constantly got the threat from customers to cancel their service when so and so doesn't comply with their wishes. I.e. "I bought this phone from those jerks in the kiosk- and I demand a $700 credit and a free phone for my troubles from you 'people'". I just shrug and say "okay", you can cancel... good luck on getting them to waive your fees. Yeah, some customers would yell, curse, threaten us, etc. when something was done wrong by The Mobile Solution reps. Pick your battles I suppose. The bottom line- for all who read this- is to stay away from indirect kiosks like The Mobile Solution. It only brings about frustration and trouble. If you are from a country where you wheel and deal as your culture and can trust these people with your life- then take the deal. But know that you have to return to the source of the issue if there is a complaint. T-Mobile as a whole gets punished when a lousy dealing indirect pulls some fraudulent stunt. So why you might ask, do they still exist? I tell my customers that unfortunately the corporate store cannot be located on every convenient corner. So sadly- in order to fill the gap- these stores were put into place to conduct business on T-Mobiles' behalf (and PRESUMED HONESTLY too).

I used to work for this company and it was a horrid experience. I filed a complaint on here about it. But that's not why I'm writing this. There were times when I was told to tell a customer anything to get a sale. After having worked in a corporate retail store for CellularONE prior to working for The Mobile Solution, this was a terrible sales idea as far as I was concerned. We were told to do a lot of stuff that - from a customer AND employee pov - I couldn't believe. We were to trick people into getting new phones by saying we could take their bill payment and then look up their account to see if they we eligible to get a new line or do an upgrade. We were then to say, "It looks like my billing system is down, but I see that you can blah blah blah..." and get them to add something. I felt really uncomfortable doing that. Anyway, I'm not surprised in the least that they did what they did. I tell so many people now not to go there and to look into other dealers if they really want to work with them. It's better to go to a corporate store then to a dealer. If a problem arises or the dealer closes up shop, most times a retail store can't do a lot to help in that situation or has more problems getting it resolved than if it was all done through a retail store. I have no problems with T-Mobile because I knew from the get-go that it was a dealer I was working for. I just didn't realize it would be like it was! I'm glad you got your issue resolved. When I had problems arise in the past, things worked out with T-Mobile. In my experience, they're good at doing what needs done.

As a T-mobile rep, I am glad to hear that we took care of your issue. It's rare for us to take care of it in that fashion (letting you of the contract since it was not T-Mobile that directly put you in one). That is a legally impacting issue, reverting the contract and can be fired for it (believe it or not). However it sounds like the rep got permission for it and it made everyones day it sounds like. Thank you for being the kind of customer who appreciates what we try to do for you guys every day. :) In terms of papering the mall with flyers...I'm sure that you would be harassed by rent-a-cops in short order. Better solution would be filing with the Better Business Bureau (if you have not already done so). I will say that we unfortunatly have some shady indirect dealers. I have seen accounts worse then yours because of them. We have gotten enough complaints from some of them that we no longer deal with them, but that is a long process. As a side note...for the guy who had a freak attack about the angry rep. Should you feel talked down to? Maybe. Here's the fact though. Pardon me Timothy, but with most cases it difficult to weed out the idiots with the stories Vs. the people who were actually screwed over. Personally, I find it a believable story as I have seen it happen. But should you threatened to cancel your service about what a rep said on this site? That just a power play on your part. Take a look at our situation for one little moment. You guys (I mean that figuratively) call us up every day and the majority of you are screaming, yelling, and calling us filthy names. Not taking responsibilty for your own actions and expecting ME to take it instead. In this forum we can finally say to customers, "look grow up and stop blaming other people". I am a very nice person and will take a lot of crap from people, but you tell me why I have to being treated like s**t by people who are no better than 2 year olds? So please before you get on your slippery soap box about canceling your account due to a rebuttal think about the emotional damage that customer inflict on reps every day. If I could say to people, "stop being stupid", I would be saying it thousands of times a day. Again Timothy, I am glad that we got your issue resolved. You are the kind of people that keeps me from going crazy when I hear another call beep in. :)

I have gotten the run-around for over 4 months now. I have been to the kiosk where this whole situation began no less than 4 times and every time they tell me that they will be call the Regional Manager to resolve the issue. No progress has been made. I have come to the point of flyering (is that a word?) the entire mall in which this kiosk is located. I don't know the implications of doing this? Is it legal in Mall? Am I going to get accosted by rent-a-cops? Tell me...whats the deal? Thanks,

I have gotten the run-around for over 4 months now. I have been to the kiosk where this whole situation began no less than 4 times and every time they tell me that they will be call the Regional Manager to resolve the issue. No progress has been made. I have come to the point of flyering (is that a word?) the entire mall in which this kiosk is located. I don't know the implications of doing this? Is it legal in Mall? Am I going to get accosted by rent-a-cops? Tell me...whats the deal? Thanks,

I have gotten the run-around for over 4 months now. I have been to the kiosk where this whole situation began no less than 4 times and every time they tell me that they will be call the Regional Manager to resolve the issue. No progress has been made. I have come to the point of flyering (is that a word?) the entire mall in which this kiosk is located. I don't know the implications of doing this? Is it legal in Mall? Am I going to get accosted by rent-a-cops? Tell me...whats the deal? Thanks,

John, Thank you for your comments. I have taken the liberty of forwarding them to the T-Mobile Albuquerque office for comment. Ironically, your advice is well received and I will be sure to never again deal with an authorized dealer. Also, the T-Mobile side of this situation was actually resolved at the time of your post. I wish you would have taken the time to read through the thread, you would have seen my gleaming comments on the great support I got from the T-Mobile "front line" rep. Take care and try to relax a little - life is too short to be as angry as you appear. Tim

After reading what an employee of t-mobile just wrote to a consumer I am cancelling my service today and going with a different company that will respect their customers NO MATTER WHAT! Your company is so proud about their "JD Power" customer service award...but in the end after I have read the rebuttals from employees of this company they should not get any awards at all! In the end i realize this company is very ignorant and the employees that work for them are ignorant. You should never talk down about anybody that is linked to your company because when you do it starts to make the consumers think that this company IS a ripoff and can not be trusted!

Hey, 1. Don't complain when you go to an INDIRECT dealer and activate service 2. That "Mobile Solutions" company is NOT T-Mobile...let me say that again Mr. I'm A Cheap a*s..."MOBILE SOLUTIONS" DOES NOT EQUAL T-MOBILE. All they do is OFFER our services, similar to a franchise. 3. That's why you activate at a T-MOBILE CORPORATE STORE because myself and at least 8000+ front line retail sales people get paid by providing customer's with CUSTOMER SERVICE and telling them CORRECT INFORMATION 4. In 06, they're closing down 400-450 INDIRECT dealers for this exact reason. 5. Just because they do $15 dollar Razr's and $30 dollar BlackBerry's doesn't mean its a "deal"...all you get is hassle's 99.9999999% of the time. I can't even start to tell the stories I have from indirects and national retail INCLUDING Wal-Mart. SO please...don't b***h when you buy from an indirect and come crying to the nearest corporate store saying that it was a "t-mobile" store and saying they promised such and such and we should too...

This issue is not completely resolved yet. T-Mobile was GREAT however and I'm satisfied with their actions. Now, The Mobile Solution on the other hand has yet to refund the $250 to my credit card which I was told would take about 30 days - that was over 60 days ago. Josh from the Citrus Park kiosk is the individual who told me this would happen. I have tried to call there numerous times without success. (813) 343-0359.

The Mobile Solution is a T-Mobile re-seller. Mobile Solution is not owned, nor operated by T-Mobile. They are their own company and are free to sell whatever they want. They used to sell AT&T, and also Cingular, but they recently decided to stick to selling T-Mobile only. A Rep at The Mobile Solution usually works 6 days a week and is trained to do one thing and one thing only: SELL. If you are interested in T-Mobile, I strongly suggest confirming with a true T-Mobile owned store before purchasing anything from The Mobile Solution. The Mobile Solution = Authorized Agent (not T-Mobile)

You sounded really surprised that someone was willing to help you... We aren't all the bad guys here - 99% of us actually care about the customer and want you to leave with a smile on your face! Personally, unless there is nothing else and no other recourse I can take, I won't let you off the phone until it's fixed. Just like with any company there are the good/bad/indifferent....We try and weed out the bad, but ti doesn't always happen unfortunatly! Glad you got this resolved!

You sounded really surprised that someone was willing to help you... We aren't all the bad guys here - 99% of us actually care about the customer and want you to leave with a smile on your face! Personally, unless there is nothing else and no other recourse I can take, I won't let you off the phone until it's fixed. Just like with any company there are the good/bad/indifferent....We try and weed out the bad, but ti doesn't always happen unfortunatly! Glad you got this resolved!

You sounded really surprised that someone was willing to help you... We aren't all the bad guys here - 99% of us actually care about the customer and want you to leave with a smile on your face! Personally, unless there is nothing else and no other recourse I can take, I won't let you off the phone until it's fixed. Just like with any company there are the good/bad/indifferent....We try and weed out the bad, but ti doesn't always happen unfortunatly! Glad you got this resolved!

This HAS to set some kind of precedent! I just got off the phone with Charee#7481175 - a front line rep with T-Mobile. She listened to my situation, placed me on hold for 3min 38sec, returned and told me that I was no longer under contract AND that I was going to be kept at 1000 minutes a month for my troubles. I'm floored!!