The Squeaky Wheel...
READING, PENNSYLVANIA -- We have had a contract with Tmobile for 9+ years now, starting with just 2 phones then by 2005 going up to 4 phones on their family plan.
We've had a good deal of trouble in the past 3 to 4 years with billing, costs of services and problems that Tmobile's own customer service operators have caused by not listening, not being properly informative, and just general laziness on the part of their customer service.
Here's a few ways that we got the problems fixed.
First, my husband started the plan and even though we were both at the kiosk in our local mall, they put all His information on the plan, so if I had a question or He needed me to call due to his not being able to while at work, they refused to speak to me as I was not on the plan.
--Solution: a simple one, all I had to do was to have my husband call as soon as he got home from work, ask for a customer service supervisor and put my name on the plan as a person who could do everything he does.
Second, there were billing issues now at least 7 times where fraudulent companies billed us for things through our Tmobile account. This was basically due to my mother-in-law going on the Internet and giving out her cell phone number to places, mostly through Face Book.
--Solution: another fairly simple fix, once again my husband had to get on the phone with a customer service supervisor to get the problem fixed. Since HE was not the person who activated the charges, they were bound by their own contract to reverse these charges and to block Her line from ever making them again. He also had an interesting conversation with his mother which I won't repeat as I'd have to leave a lot of "bleeps" because of how he explained it to her...whew...
Third, and our most difficult problem to date:
Our daughter truly wanted one of those smart phones and when she found out that Tmobile Was letting current customers get the phones with only a 2 year upgrade and a full rebate for the over $300 of course he did this for her. He was assured at the time by the store sales associates that he would get a full refund on his money.
So far it's been more than the 8 weeks promised and we did not get the refund.
So, our daughter went to the store to find out what was going on, as that's where we bought(a free phone?) this phone. Now they're telling us that the paperwork, which was extensive, for the rebate through their own company, was completed incorrectly, but they won't give us a copy of the paperwork, and the problem on it is the numbers that the personnel at the store had to have put on it.
I'll tell you this much. In the earlier 2 incidents my Husband Had to be the one to call because he does NOT get intimidated, but the csrs(customer service reps) at Tmobile do. He will stay calm, until he feels that he must yell, and when doing that he'll do it with the first few customer service representatives that answer the phone, as they will be the ones who will block him from the customer service supervisor, and they will also be the ones who can't really do anything for him.
Once they list him as an Angry Problem Customer and get him on with a Supervisor, he'll be calm, explain how much we pay for service with them, also explain how Loyal we've been to them and how many of our friends and family we've gotten to switch to them for their own plans.
THEN-he will do everything and stay on the line forever until he is assured to get his money back.
Basically with Tmobile or any other cell service, cable company, movie rental place, home phone service...etc. "the Squeaky Wheel Always gets the Grease"....meaning that the loudest, most angry, and most immovable person will always Win out over these companies.
I know that there are people out there who will say, "Yeah, but that will never work for me" but it really does work. It would probably work just as well for a woman, any other woman, but I lose my cool too easily and being someone who worked Customer Service for most of my life until I had to go out on disability from the severe pain I have (I have a Chiari II malformation-which was diagnosed way too late to help much) I am extremely hard to please as it was ME who was "kissing the butts" of other people for so many years, at my employers' requests.I'm just not one of the women who can get this to work.
Anyone can get their problems, legitimate problems, resolved if they make themselves enough of an annoyance, and that means keeping at the customer service personnel the same day, not giving in and thinking you'll call back at a different time or date. As a former Customer Service Person, I know that you just have to stick with the issue and NOT give in, and eventually the situation will be resolved to your satisfaction. Customer service, good customer service is what makes the world go around right now, so no company can truly afford to have bad customer service, though sometimes they do try.