SANTA MONICA, CALIFORNIA -- Poor customer service. Had trouble hearing b/c of their background noise and they give me that constant irritated sigh b/c they think I'm deaf. I ordered 4 lines!! 3 new phones!!! I ended up with 3 'new' (looks like the box was opened several times) and 3 sim cards. Called them and told them to pull up the recording I had with the representative b/c I said 4 LINES AND 3 PHONES!! They keep saying they don't have access to it. Instead of helping me, their only solution was to add a line.
I relied on the original price b/c that is what I was quoted. Almost the same price as my previous provider if I add a line. Telling me an extra 7 days or I can go to a store to retrieve a sim card. None of which should have happened if the order was done correctly. I planned it well so I wouldn't be charged for two providers. They didn't do me any favors, no free shipping, nothing. So I couldn't continue switching the family's old numbers to the new phones b/c I had to consult with the family.
We decided to continue with T-Mobile just b/c we invested so much time and apparently we still save only $5. Third time around I had my sister call, no luck. For some reason they couldn't complete the order and on their screen they have to call me again the following day to confirm the sim card. This is ridiculous. Being transferred from one person to another just to have nothing resolved. Lastly the guy at the T-Mobile store said sim cards are free, yet my receipt shows that I'm being charged $20 for each line.
OAKLAND, CALIFORNIA -- I lost a phone on which I had insurance. Had been a customer for over 10 years and after filing the claim for the lost phone, I was denied for purely frivolous reasons. Excuse given the description circumstances surround the losing of the phone did not exactly line up with what was said to person while filing the claim and what was written on the form that was submitted. The phone was lost period and I had insurance period. I was given the distinct impression that they had no intention in paying the claim and were looking for an excuse not to do so. T-Mobile insurance is a fraud, a scam.
ALBUQUERQUE, NEW MEXICO -- T-Mobile is the only company that made me want to write a review so bad. Sales people are trained to lie. Phone promo with no pay guarantee is a pure scam since they won't accept the return even within the 14 day guarantee. Customer service is disorganized, untrained to handle situations as evidenced by countless transfers, lots of calls, and endless explanation to get to the right person. It seems like they're trained to not believe you when you tell them you want to talk to someone in a particular department. Too much inconvenience to deal with for a very spotty coverage, very limited "unlimited" data, and the slowest server I've experienced.
N, NEW JERSEY -- T-Mobile has horrible service. Yes it's low cost but I guess you pay for what you get. The representatives/manager was very rude and wasn't able to help. I asked for an extension on paying my bill due to me not having a debit/credit card. He said, "Sorry Ms. I am unable to help you," and said, "Have a nice day". In a business there is always something you can do. Just to satisfy a customer for 5 years. I think this could be it. Maybe it's time to go back to Verizon. Based on the representatives. Date 2/3/2016.
I have been a customer of T-Mobile for over 9 years. I called a month ago to cancel service, because where I am moving to, there is no service. They turned my phone off the next day, but they are still billing me. I called customer service, and they said my phone was still active, but it was not. I was on a prepaid plan and had 4 days left in that billing cycle. Will never do business with them again.
CLEVELAND, OHIO -- Do not get T-mobile. They make things seem easy and guaranteed until something goes wrong within their system, where they then want you to pay for their mistakes! I have been a T-mobile customer for the last 2 years and paid them more than 300 dollars a month for my three lines. I had their jump upgrade program and attempted to use it to get the iPhone 6 plus that I have now, upgrading from the 5c. The upgrade they performed in November was not recorded as a jump plan, so they continued to bill me for a phone that I didn't have, on top of my other lines.
Come May of the following year, I found this out, so I called to have the issue resolved when I was told [it would] be taken care of and I'd be credited back for the money that I've spent on a phone that I didn't have. When I received my June, it was half of what it usually is and I was told the problem was solved. July I paid my bill as usual.
Now it is August, and I have a mysterious 200 dollar charge on top of my normal bill. I called to ask what this was and they are telling me it was a fault within their system when they credited my bill, the credit should've went to my "account." So they are saying I have to pay this amount or they will shut off my service. When I ask to speak to a manager, I am placed on hold and transferred to another colleague. I'm sick of their runaround and want nothing to do with them any longer. And when I tell them this, they threaten to bill me for all the phones on my plan, even if I ship them back to them. This is ridiculous. They want me to pay for their mistake!
ORLANDO, FLORIDA -- I went to a local T-Mobile store a week ago. My contract with AT&T was up and I was looking to switch because I wanted to try to save some money on cell service. They offered a plan that was a little bit cheaper but not by a whole lot. Anyways, I asked for the iPhone 6 plus and the women helping didn't want to go to the back and get me a new phone so she grabbed one off the shelf behind her. Little did I know, it was not the plus version, but still looked bigger than my previous iPhone 5. They set everything up and I went on my way.
I work for an HVAC company and do a lot of traveling all over the state. In that one week, I had more dropped calls, people that couldn't understand me and times Siri couldn't take any requests, that I have ever had. What kind of savings is $10-20 a month if you can't use the main features of the phone? I need good coverage because of how much I travel. When I discussed the issue with the manager of T-Mobile, he asked if I had data roaming turned on. I thought to myself, isn't that for when you're out of the country? Then he told me that he had AT&T but only because he was on a grandfathered plan that gave him unlimited data.
Ironically, T-Mobile has unlimited data and obviously gives discounts to their employees, so that statement sounded like pure BS. When I went to the AT&T store I spoke with someone who had previously worked for T-Mobile. Bottom line is, why get a top of the line phone with a ton of features, if you don't have the coverage to utilize them when you want to.
Not to bash T-Mobile but if you don't move around and generally stay in the same area they cover, you're ok. However if you want someone that is reliable all the way around, go to AT&T. I was sorry I ever left. Again, what is the point of saving a little money if you can't use the phone to it's full capabilities.... Sorry T-Mobile, I need good coverage!
HOUSTON, TEXAS -- I've been having billing problems with mobile since I decided to add another line. I was told it was $80 for two lines. Next thing I know the bill is $96 and some change. When I asked I was told it was fees and taxes. Why I wasn't informed by three different associates I had previously discussed with, I have no idea! Fast forward nine months later in looking up my bill to pay and it's $103!!
I called immediately (because I already had angst about the taxes and fees that were for some reason never mentioned) and was told by a completely useless representative that the secondary account holder who doesn't pay the bill or has access to make changes called T-Mobile and added 3gb more of web for $10 a month. I asked why I wasn't told and how he was able to make changes and the representative told me that all he knows is "only you can decide who has access to your account and can make changes". Ok I didn't make any changes so do you mean me singular or both of us plural? And he said "T-Mobile cannot change your billing without your permission".
This confused me to the highest level because I asked him if the account password was used and he said the person called from the secondary line to change it. I know because I made sure to state it to the associate who helped me at the store. Often times when I called customer service too I would ask. None of my questions were being answered so I had to hang up on him and call back to speak with someone with better English. I also noticed that the English spoken by these reps are often hard to understand making me believe the jobs are being outsourced.
The lady I finally spoke with said basically the 1gb that the secondary account holder was using finished and he was sent a promo to add 3gb more for $10 and he agreed. Please note this change was made with a party that didn't have access to change my billing and when it happened it was added to my bill and T-Mobile NEVER informed me of this change so I could cancel it immediately! How this happened is beyond belief and the representative is making me pay for it stating the 3gb was used so I have to pay. I will be shopping for a new cell phone company immediately.
So I recently switched from Verizon (who regardless of what people say have excellent customer service) to T-Mobile and let me just say that since I've been with them I've had nothing but horrible customer service. It took me 5 tries to switch to T-Mobile. I talked to three different people who told me I needed an activation code for my SIM card (which I didn't) and then told me because I didn't have one I'd have to purchase a new one, even though the one I got with my phone was a brand new sim card.
This made me mad because here I am trying to switch to you and I'm being treated like crap. You can't port your old number regardless of what they say because they'll tell you you need more than you actually do so they bully you into getting a new number. Which fine, I got a new number and activated my service, no big deal. Then I see all over the website and multiple articles as well that T-mobile is now offering free music streaming that won't count against your data.
Oh wait but this is actually false because there's only ONE plan that offers this but they don't bother to tell you this anywhere and when you call them out on it rather than being understanding and sympathetic they want to sit there and have a full on argument with you and come up with multiple excuses as to why you're wrong and they're right. Not to mention they told me that because I had a no credit plan that I don't get free streaming music. But on the website under the no credit plan it clearly states that you do qualify for Music Freedom (which is what they're calling this so called free streaming). Perfect customer service in my opinion.
There's even an article on cnn.com from the CEO that music streaming is now free and nowhere does it specify that only certain plans are free. On their website under EVERY plan and EVERY data package there's a little bullet that clearly states that music streaming is free for certain apps including Pandora and Spotify. I am so extremely disappointed with T-Mobile.
ALLENTOWN, PENNSYLVANIA -- I went to T-Mobile and switched from AT&T yesterday and had to go back and pick up a phone for my son - the same model I have - its voice quality is poor and for doing business, it isn't good enough and I wanted to get a different phone for myself. The representative today said, "Oh, it's good enough." He listens to phones all the time - I explained about being an audio engineer and he said it's OK.
I asked to talk to his district manager who was there yesterday and he refused to put him on the line but talked to him like I wasn't there - after asking to speak to him 3x's and he refusing I took my stuff and got in a yelling match with him.
I called customer service after I left and they talked me around and someone said they would call me back by noon. It didn't happen. I called executive offices - talked to Stephanie, she said district manager won't be there till Sunday and I had to wait or go back to the same store and talk to the same guy and exchange it. I said the phone is still there, I will simply go to another T-Mobile store and choose my phone. She said no, I had to go back to that guy.
After a long argument trying to go to a store where the district manager was, she said no, have to wait to see him till Sunday or go back to the same character I dealt with this morning. I can't go to another store, so eventually she said there will be another person there later and that I still have to go there. I asked to speak with her boss and she said no one higher than her. Everyone has a boss - it means that they have no care at all whatsoever about their customers - just sell then screw the customers. Problem is they are all like that or they have terrible connections.