T-Mobile Complaint - Incompetent, Unqualified Customer Care Service Representatives
This happened to me twice already.
Last July-August, 2010 I was unhappy with my postpaid account so I switched prepaid. The lady I spoke to said she is offering me a $25/month plan for 200 minutes/month, if I switched back. But I had already paid $50 for the prepaid card. She said that the offer is good for 90 days if ever I decide to switch back. So after consuming the $50 in 2 months, I tried to take up on that offer. When I called back customer care, a different lady told me that the plan I was promised no longer exists. It just recently was scrapped off. And I had to wait 24h to be converted back to postpaid. I waited 48h. When I called back, they said anytime from 24h to a week. So I waited a week, with no phone. After a week, I called back already frustrated and they said they can only offer me the 500 minutes plan for $30 and added text messaging. I was billed for $60 that month, and when I looked, the messaging feature wasn't included. They didn't make me pay for the text charges at that time.
The second incident is when I cancelled my no-contract account most recently, and had my number reserved, so I could use my sister's extra account. The only thing they had to do for me is to change the number of my sister's extra phone line to the number I had reserved. My sister called a representative and he said I had to wait until the current billing cycle is over. When that day came, my number and account got deactivated. My sister called another customer care representative who said that my number was switched to prepaid. This is after having spoken to another representative who was asking her to confirm her identity by waiting for a password being sent to her email. My sis had me call prepaid customer care who knew nothing and who passed me on to the next postpaid customer care representative who this time seemed to make sense. I was asking for her extension number, but said she has none and offered to call my sister, which she did and was able to make the changes, but we had to wait for another 24h for the activation. So tomorrow we will see if they were true to their promise. If not, you'll see me writing here again.
What I learned from these two experiences are the following:
1) A majority of the T-mobile customer care representatives either don't want to help you or are not equipped with the necessary information and training needed to carry on with their job.
2) It's best to take note of the name of the rep, the date and time you called, the length of your call if necessary, and the reference number of your conversation, so when you call back for a follow-up, you can refer them to the reference number instead of having to retell your predicament again.
3) Be persistent. You're the customer here and all you really need is some quality service for the price you pay and for the number of years you stayed with them.