T-Mobile Informative - T-mobile Customer Service Sucks
22102, VIRGINIA -- I have recently had the most horrible experience with T-mobile customer service. The problem began when I placed a web order for their cell phone service. I had inadvertently placed duplicate orders, with one having a wrong shipping address. Upon realizing that both orders had been submitted, I called the T-mobile back office number 1-800-672-5390 included in my order confirmation email to straighten out the problem. The representative who answered my called said "I cannot do anything for you." So, I naturally asked for her supervisor who presumably should be able to do SOMETHING.
To my surprise, I was informed that the ENTIRE T-mobile corporation does not have 1 single mechanism to stop an aberrant order. Adding insult to injury, when I pressed the back office supervisor why then did they include 1-800-672-5390 this phone number in the email and encourage customers to call with questions, this VERY well trained T-mobile employee HUNG UP ON ME. The irony of this is that the whole reason I even bothered to call T-mobile informing them of my mistake was to save their time and also my time and eliminate unnecessary stress. But the rude behavior of this SUPERVISOR I received severely casted doubt in the integrity of T-mobile as a corporation. Except things only get worse...
If any T-mobile representatives out there would care to defend this kind of behavior, I would love nothing more to hear you out.
I called back again, but this time I got bumped around first by their automated phone system and then by 3 other T-mobile representatives, each time, I had to explain to them what I have done. Finally, I reached a sympathetic representative at Sales and although he had no idea how to stop the order, he did try to give me specific instrutions on what to do, which I DID find to be helpful. At leaset he did his job. By this time, I had already gotten tired to trying to explain my situation to everyone, so I asked this representative if he could leave just a note in my file so the next time I called back I wouldn't have to repeat myself again. STRIKE TWO! I was told there is no way any T-mobile rep could leave a note. How backward is that?????? Any T-mobile knows how to provide cellular service? I seriously doubt it.
Nevertheless, I waited patiently all day the next for the delievery of my two phones, but they NEVER showed despite obtaining tracking numbers from UPS. I called T-mobile at around 3:50pm to try to fnd out the whereabouts of my phones. I was quite taken aback when the representative told me that I needed to talk to UPS when on the UPS website it clearly stated that I needed to contact the shipper. The useless rep then said, "Oh, you need to call sales, not customer service." And I GOT DISCONNECTED AFTER BEING PLACED ON TOLD FOR TRANSFER.
Luckily, when I called back, the representative was nothing but helpful. She was on the phone with me for 2+ plus hours, although, again she couldn't do anything because of the asinine T-mobile corporation, she at least tried to find out what's going and ACTUALLY KNEW HOW TO LEAVE A NOTE FOR CONTINUITY IN CASE I HAVE TO CALL BACK.
When I called back again as instructed by the previous rep at a latter time, the call started out bumpy, and although the rep was very sympathetic, he was practically useless. And his supervisor basically lied, because I was told that the duplicate order would be cancelled.
No, the duplicate phone didn't get cancelled. It came with the UPS shippment. If I hadn't intercepted the UPS delievery person, the duplicate phone would have fallen into the wrong hands, easily. The UPS guy was extremely helpful...he helped me refuse recepit of the phone and sent it back to T-mobile. You'd think this was the end... WRONG AGAIN!!!
I got email confirmation informing me that both of my phones had been activated. So, I called T-mobile again (What a mistake), to see if everything is kosher that I should not be charged for any cost of the duplicate phone. Again, I got the same spiel...and I would have to be charged for 2 days of service, even though I have tried
1) to stop T-mobile from even processing the order
2) to stop shipping it out
3) recall the shippment sooner if caught early enough
4) send the shippment back as soon as possible
And just to think...all of these pain and time wasting calls could have been avoided if T-mobile had bother to implement a simple system to override "THE SYSTEM".
To think a cell-phone company doesn't even bother to implement something that would make both the consumer's lives, the representatives lives easier... is simply baffling.
To all of you out there...DON'T SUBSCRIBE TO T-MOBILE. T-MOBILE DOES NOT HAVE YOUR BEST INTEREST AT HEART. WORSE YET, T-MOBILE DOES NOT HAVE THE COMMON SENSE TO DESIGN A SYSTEM THAT MAKES SENSE.
If you are representative who works for T-mobile and get yelled at, don't get offended. We are not yelling at you, we are yelling at T-mobile. And you should really quite working for such kind of company, because if they don't care about the customers, they hardly care about you!
All comments are welcome.