T-Mobile Complaint - Worst customer service ever!!!
ROELAND PARK, KANSAS -- I wanted to share my T-mobile experience today. I have been a customer for 9 years and this is the response I received from online chat today. Truly the worst customer service I have ever experienced. We will not be renewing our contracts again, you've really gone downhill T-Mobile. Very funny to read though, enjoy my 30 minute chat with _Gloria A!
****_Gloria A: Thank you.
****_Gloria A: I will need to review this information to see what we are able to do for this issue.
Heather S: Is it better if I just call and speak with someone?
****_Gloria A: I am attempting to get into that system for these charges.
Heather S: Okay, thank you
****_Gloria A: I do regret, this is not allowing me in to refund.
****_Gloria A: I do apologize, are you able to call in for assistance with this issue? If so I have left notes in the account.
Heather S: I will call. Can you please restore my texting?
****_Gloria A: Can you please explain to what you mean restore texting?
****_Gloria A: Are you not able to send and receive text messages?
Heather S: none of our phones are sending or receiving texts
****_Gloria A: Have you tried to turn them off and back on?
****_Gloria A: For I see that this is not blocked in our systems.
****_Gloria A: What is the error you receive when trying to send a text?
Heather S: no, but I will.
Heather S: just a red x
****_Gloria A: Are you doing that now?
****_Gloria A: Can you remove the back cover and the battery from the device please?
Heather S: yes.
****_Gloria A: Thank you.
****_Gloria A: Are you there?
Heather S: it is rebooting now. but it seems strange that it would be all of our phones. and when I just called Tmobile, the automated system is still asking me for the payment I made yesterday.
Heather S: sorry, taking forever. old Blackberry
****_Gloria A: Anytime the service is interrupted and turned back on you want to turn the devices off and back on so it registers on the network.
****_Gloria A: Not a problem.
****_Gloria A: Is the device on?
Heather S: I was not aware of a service interuruption. I have not stopped receiving my emails or anything else.
****_Gloria A: This could be traveling and the device showing a signal, but it actually does not.
Heather S: I am still not able to text, and it reads "short message transfer rejected"
****_Gloria A: I know to where I am I have to power my device off and on once I get home as well to work, for I travel through areas to where there are no service and this causes my device to show a signal but it actually is not working.
****_Gloria A: If you get a Blackberry and try sending text messages and you get "short message transfer rejected" delete off the contact and add it back on. This is usually caused by a 0 being in front of the number. If there is a plus sign delete the plus sign. With newer Blackberry devices it may fail to send when the 0 or + sign is at the beginning of the message.
****_Gloria A: This is what was provided with the error you received.
****_Gloria A: Are you able to create a new text message and send it to yourself?
Heather S: I will delete and reenter the contact. However, it appears to be any contact, I am unable to receive a text, it is on all our phones-one of which is not a Blackberry, and there is no 0 or + in front of these numbers that have been in this phone for over a year.
****_Gloria A: I do understand.
Heather S: no, I cannot send myself a text either.
Heather S: I need our texting restored. This is our main contact for work, where we cannot call.
****_Gloria A: I do regret, did you follow the steps I provided above for the error you are receiving? If not that is what I have found to why you are not being able to send a text message. The account nor the messaging has been inactivated.
****_Gloria A: Did you attempt to send yourself a text message?
Heather S: I am sorry, but I do not believe that all of our phones spontaneously lost their ability to text. I have found this session very unhelpful so far, and will be sending a transcript to T-Mobile with my express dissatisfaction.
****_Gloria A: I am sorry to how you feel.
Heather S: I believe that if you read three posts up that you will see I have already informed you that I cannot send myself a text message.
****_Gloria A: EFFECTIVE DATE: 1/31/12 OUTAGE TYPE: SMS
MARKET AFFECTED: All
CUSTOMER IMPACT: Family Allowance sms
PROBLEM: Subscribers who have Family Allowances on their account will be unable to send/receive sms.
MARKET/SERVICE IMPACTS TO: ALL MARKETS NATIONWIDE.
****_Gloria A: At this time I have found the issue and that our engineer team is working to resolve this issue. I do apologize for any inconvenience this has caused.
Heather S: so if I take my family allowances off, I will get my texts back?
****_Gloria A: Are you able to log into your online account and remove this feature?
****_Gloria A: We always recommend that you are able to manage your account online by adding and removing features. I do need to advise that once the feature is removed it can take up to 2 hours for provisioning.