T-Mobile Complaint - T-Monile has The Absolute Worst Customer Serivce and they LIE to there Customers to get there buisness..stay away from them and us
Beofre you read this long story just know that within the story I have had so many problems with T-mobiles customer service over the phone and have a problem just about every single time I call the representatives don't listen, they are hard to understand because they are not American, they are unprofessional, rude, they talk over you, they don't listen to your problem all they do is tell you what they think, they don't pull up anything on your screen, they don't keep records of your phone calls or update and add notes to your accounts like they are supposed to, when you ask for a supervisor because your so frustrated they play games and tell you the supervisor is busy and will make you go on hold for a half an hour or just dissconnect you when they can't solve your problem. They have the absolute worst customer service I have ever expeirenced with any company EVER! Now you will see why I feel this way. In November 2009 I went to a T-Mobile store here in Philadelphia to sign up to the "Even more Plus Plan" which the sales guy told me it was a "no contract plan" that I could cancel at anytime with no extra fees or charges. He told me that if I wanted to make any changes to the plan I would have to pay 2 months for the bill upfront and also with this plus plan you get no rebates or upgrades no deals what so ever. So me needing a phone and not being able to afford a new handest or anything signed up to the no contract plan and I already had a T-mobile phone that someone gave me as a gift. At the time that I opened the new non-contracted account I was using the HTC mytouch which requires interent to be able to use all the feature web, apps, etc. So I told the guy to put the interent on the plan. I go home fire up the phone and see that I have no internet, and also I had to pay my first bill upfront in the store. So I called customer service was put on hold for about 20 minutes before finally talking to a representative only to be told that I had to now pay for the interent if I wanted it added to my plan which was total BS since I already paid for it yet the guy misled me and told me all these false things, I had to keep repeating my situation and the representative instaead od listening kept. Now flash forward to April 2010 I decide that I want to get an actual contracted plan so I can get the rebates and upgrades and insurance for my phone. I go online and order the Motorola cliq XT, the transaction online goes well and I receive the phone within 3 days of ordering it. I open the box set up the phone insert the sim battery etc. only to find that I have no service. So I call customer service to see what the problem is and the woman I talk to of course is Indian or some other nationality and is hard to understand. I begin telling her the problem that I ordered the new phone and what the problem is and then she responds "ok so your adding a second line to your account" I'm like "no this is a separate account" and I begin telling her I want to cancel the other number and just use the new one which by the way at this point was never activated. So she puts another Indian on the line with us and they are both sitting there talking back and forth not having a clue what they are doing and accodring to them you are not supposed to be able to open another separate account when you already have one activated and that it was the first time to there knowledge the system has ever allowed someone to do that ever. Then they tell me that I have to pay the cancellation fee for canceling my contracted plan, when I never had a contract and was not supposed to. They kept arguing with me telling me and I repeatedly kept saying NO I don't have contract and they keep saying ok so your 1 year contract, they were totally not listening or absorbing anything I said. They were both saying "I don't know how this happened or how to change it" so I was like ok well somebody has to know this is your job am I correct? So finally after them getting it through there thick skulls they update the files and fix the contract issue, The guy at the store who intially set up the Even More Plus Plan never activated the account that way..he gave me the "even more plan" which is the same are the plus plan except contracted and you get the deals etc. and the guy totally lied to me in the store and gave me a bunch of BS (I feel probably because he got comission on signing up a new contracted customer). So now these two idiots that I'm talking to cancel the old line and then tell me I have to give them all the information and what I want for my new line which was never activated (which it should have been when it arrived at my doorstep) so I tell them what I want on my plan the amount of minuted the interent texting and of course handset insurance. After telling them that I already paid for the phone and already paid for the first months bill when I purchased it online, these women tell me okay now that we have put in what you want on your plan now today you have to pay the cost of your first months bill and the amount of the phone today. Now after dealing with them talking to eachother and just listening going back and forth because they had no idea what they were doing, and being cut off every time I tried to correct them because I obviously new more then them, I seriously had to repeat myself 10 times and tell them I purchased the phone on the website no matter how many time I said it they just didn't get it and kept saying "ok so what store did you purchase the phone at" they just would no listen I really don't no what world they were in.. they just kept insisting oh this must be that this must be this instead of just listening to what I had told them to begin with, now I had to explian YET AGAIN that I all ready paid for the phone already paid the first months bill, and was like how do you think I got the phone, what do you think I got it for free? And then they went on to tell me they couldn't pull up the records of me paying, I told them I'm not repaying for somthing I just purchased 3 days ago and I honestly couldn't take talking to them anymore it was now an hour at that point and they didn't get one step closer to fixing anything or solving any problem all they kept doing the two reps were just talking back and forth acting like idiots and clearly not knowing what the hell they were doing..it was infuriating and god forbid you try to cut in they just cut you off and argue with you..I had to give the phone to my boy-friend to handle it before I lost my mind with there idiocy and ignorrance. So he talks to them and everything appears to be worked out the phone gets turned on the old number gets canceled. So now I turn the phone on and of course they didn't apply the interent to the phone, so now I have to call customer service back just to get the phone up and running and set up..the Moto Cliq runs on the Android operating System so when you intially fire up the phone you have be connected to the internet for it to set up G-mail and MotoBlur account that syncs with your contacts and all the features on the phone. So now I call back and they tell me "no you never added the internet to your phone" and you never called us today there is no record of it, I explained about 5 times the situation with the phone arriving and calling to get it turned on etc. and still this woman kept on insisting I didn't call that T-mobile made no mistakes. Finally I learned that when you say a representative did this and didn't do that or they told me this instead they will fix whatever the problem is or so they did that particular day. At first she went on to tell me there was nothing she could do and that didn't have the internet and that was that..to telling me I had to pay 15 dollars to get it activated..she refused to take that It should have already been on there and she wouldn't put me on with a supervisor she kepy playing games saying one thing then another and actually ended up having to pay for the internet again which I already paid for. So now a week goes by and I decide I don't really like the MotoCliq XT and I decide I want to exchange it for the regular MotoCliq that has the slide out keyboard rather then just the touch screen. So I call up customer service and the guy I spoke with tells me oh ok well you have to pay the full price for the new phone before we send it out to you, and I was like well its an exchange and I should have to pay is the 30 dollar difference in price and said look I'm not paying the full price for a new phone that wouldn't be an exchange. The guy just kept arguing with me refusing to let me do an exchange the proper way, was rude kept cutting me off not listening to what my problem was or what I was calling for, and then tells me that I still have another acount open and that I have to pay the cancellation fee for the old account which during my last conversation with C/S priod this particular one they had told me it was canceled and closed. Well they never closed it and they never shut the line down nothing and then the guy tells me of course that there was no record of me having a previous call documented with me and customer service, I told him to pull up my phone records and he refused he told me "I had to proove it" I said its on your damn screen I don't have to proove anything thats no my job thats your and you should have no problem seeing it. Isnt the customer alwasy right??Well I can tell you with T-mobile the customer is always wrong because all they do is argue with you. So now after another hour an half I just got to frustrated and said forget it and didn't even bother exchanging the phone because they guy just kept telling me I had to pay full price for a brand new phone to be sent out and that I wouldn't be refunded the money for the phone I already had and also I had to send them that phone back in order to also receive the new phone..so this guy was telling me I had to pay basically for two phones just to have the one and I was supposed to pay shipping and handeling to send the phone to them and go without a cell phone until the time I would receive the exchange phone. I asked to speak to a supervisor the guy tells me shes busy, I said well then put me on the line with another supervisor, the guy tells me that supervisor is busy to, I said ok well then I will wait on the line that, the guy then tells me after your done holding the supervisor will still be busy and she won't be here...and this is another Indian also by the way, So after this retard playing games with me I just hung up after over an hour. So then a week later I call customer service again because I went online and not only did the people who set up my account with me over the phone not add the internet like they were supposed to they also didn't add handet protection (insurance) which I paid for both. So of course I call C/S and explain the situation to another Indian and how I have no handset protection and that I should have it because not only did I select it online when I purchased the phone which obviously everything I did online was irrelevant because I had to re-select everything over the phone with the representative..now this guy tells me that its been 15 days and you only have 14 days to make changes to a new account..Mind you the previous Customer Service cal that I had with the whole exchange problem that guy told me I had "20 days" to return the phone or change the plan an add this an that because I purchased it online..So now this guy keeps telling me no you never added insurance you never called or set up your account over the phone..there is no record.. you have to proove it..There is nothing I can do I cannoy add insurance for you..nobody told you that you have 20 days, its been 15 days (when guess what it was actually 14 days exactly) so finally after an hour I realize wait a minute its exactly 14 days...seirously after and hour..Im explaing to the guy look its not my mistake its T-mobiles mistake and that means you have to fix it he just flat out refused nd continued to call me a liar basically, So then I said put me on with a supervisor and he told me well she will tell you the same thing and she will not help you, I said ok we will see about that..So I get on the phone with the supervisor now for once..And she tells me no its been 15 days we can't put insurance on the account and I continue to argue with her an tell her no look at the calendar its only been 14 days since apparantly I only had 14 days to make any of these changes or add the damn insurance but she just kept insisting I was wrong it was 15 days. Finally after another 30 min I said look lady I don't no where you are India arabia whatever but where I am its Monday not Tuesday and its been exactly 14 days and this is "the 14th day" then she says ok well let me verify this..finally after wasting almost 2 hours of my time..Of course I turn out to be correct and she goes oh I'm sorry I will add the insurance but you have to pay the next 2 months of your bill upfront and this like 30 dollar fee ontop of it for making the change..I was like are you kidding me seriously I'm not paying anything extra..you are the ones who messed up and just wasted my time and now your telling me I have to pay extra, and she then argued with me for about 15 minutes over charging me and I said you just wasted my time and told me I was a liar and I was wrong about it not being 15 days therefore you should waive the charge for your behavior and treatment and telling me I was wrong and wasting my time. So she goes ok I'm gonna waive the charge you will only have an extra 5 dollars on your account for the insurance. So she added the insurance OR SO I THOUGHT!..Well guys my phone dropped and broke into a bunch of peices this week..So I go and call Customer service to use my insurance for them to send me a new phone..They tell me you don't have insurance you never added it or selected to have it..and of copurse once again there was no documentation in there sytem of me ever calling over insurance and I said well pull up my phone bill and look at my call records I know you can do that and the guy told me he cant..an once again another wonderfully stupid representative argues with me on the phone wouldn't put me through to a supervisro wasted another hour of my time and now at the end of the day they still didn't give me the insurance because its been over 14 days when I already called an the woman told me she added it, so now I have no phone and can't afford another 150$ for a new one, T-Mobile totally screwed me and I think they are the most unprofessional worst buisness and evil buisness I have ever seen, They have the WORST customer service I have ever seen in my life..and you should seriously not use there service Use AT&T or Verizon yea the prices might be alil more but the price is worth not having the aggravation or being called a liar and argues with..with some forienger evertime you call..or being mis-led buy the sales representative in the store..I have a had a problem everysingle time I ever called T-mobile and also back when I had the previous number before I got the new phone they were overcharging me on things with my bill and I had to call then o fix the problem and they argued with me for an hour then 2 only to fix the problem and take off the charges that they were charging me for 5 months..There are other calls I haven't listed obviously this is a very long reveiw but I hope you listen to me and take my advice don't use T-Mobile they are horrible and when you call customer service they are all forigners none of them are American none of them no what they are talking about or what they are doing..I feel they are trained to rob you and get you for every dime they can and that they purposly don't keep documentation of you CS calls or make notes to your accounts cause then you would have to be be right about your previous call and then they would be wrong. Seriously People STAY AWAY FROM T-MOBILE I guarantee if you let it the same things will happen to you..GOOD LUCK EVERYONE..but I'm so pissed off I could pull all my hair out after paying 150$ for the phone now that I don't have a phone because now I can't get it replaced I would have to pay the full non-deal price for a brand new phone which is like over 300$ its ridiculous seriously use a different cell phone provider and serivce you will be better off.