T-Mobile was recently fined by the FCC 50 million for making phones ring in areas where they had no service. T-Mobile has the worst customer service in the industry and initial calls are routed to agents overseas. Those customer care agents lack good communication skills and repeat what they're told to say by rote. T-Mobile's coverage map is misleading and I know that from firsthand experience. You will get little (1bar) or no service in most rural areas. I experienced 40 miles of no coverage driving through Vermont and NY state. My wife was in a car accident on Route 22 in VT and was unable to call for help.
Way too many areas that are between cities aren't covered at all or have minimal coverage. If you live in a city highrise you will experience poor quality talking on your phone and will have to move from room to room to get good reception. T-Mobile is a fast growing company built on lies, false promises and not worth the hassle. You might save a few bucks but at the end of the day it will cost you a lot more than that.
I called to try to upgrade a phone line to the Galaxy S 4g phone for my daughter's phone for free. A representative informed me that there would be a cost of over $150 on an upgrade of that line but that I had another phone line they could upgrade without the fee and that they could get me an rebate of a month's service if I went ahead and agreed to 2 years contract on all 5 of my phone lines. I made the representatives know that this phone would be used on my daughter's line not on the line that they were actually upgrading.
Then I also ordered a new line again telling the representative how the phone (another Galaxy S 4g) would be used on a different line as the new line would be for my elderly Mother that wouldn't have a need for the technology this phone had to offer. They were very friendly on this call. Two days later I called to see about transferring the web on my line to my son's line. I was informed the price would increase as my line was grandfathered in and so even though it was the same account they were not able to allow the same service to a different line on my account.
Today when the phones were to arrive I called to have the web services transferred to the lines I needed them on for the new phones and I was informed that those services would have to be on the lines for which the new phones were ordered, which were lines that were not going to be using the services.
So I then told them that I would cancel my daughter's line and transfer her number to the one upgraded as she would like to keep the number she has had since we started with T-mobile over 5 years ago, the representative stated that I had agreed to a 2 year lock on all 5 of my lines by a rebate of the amount of less than one month's service and so I wouldn't be able to switch the phones and services as needed but offered to add web to my daughter's existing line.
Meaning that 4 of 5 of my lines would all have web with only 2 using the service as well as the cost adding a minimum of an additional $15 per line as only old phones support the $10 a month web and for the $15 you only got 2 mb of usage and if you went over there were steep charges so I would need to monitor her usage or pay the price.
I ended up telling her I wanted to cancel everything and I would send back the phones in which again I was informed that until they receive the phones I was still under contract and billings remain in place. I will be rejecting the delivery today when they arrive at my home and will be cancelling all my lines as soon as they are up by contract by the end of this year.
Be careful as they are sneaking in the 2 year contract by giving you a reduction in your bill by $5 a month or as a rebate when there is a cost associated with a new phone. I believe this is to bring as many T-mobile customers over to AT&T when they sell out in December. VERIZON HERE I COME!!!
DAYTONA BEACH, FLORIDA -- I had my T-Mobile cell phone for 4 1/2 months when my phone went blank. I went back to the store where I bought the phone and they kindly packed up my defective phone and told me to mail it back for a replacement. After two weeks of not receiving a replacement, I spent hours talking with people in the Philippines who kept saying that I will receive the phone in 72 hours. After another 10 days of daily communication with the Philippines, I cancelled my contract with T-Mobile. STAY AWAY FROM T-MOBILE. DO NOT GET THEIR PRODUCT if you want to save lots of aggravation.
CLEARWATER, FL -- While still paying on my iPhone 5S T-Mobile said my phone was old and they couldn't help me with the dropped calls, not getting calls or text messages. My phone kept going to 'No Service". They told me I needed to upgrade my phone but forgot to tell me that the iPhone 7 was on back order for a month. I asked if they would help me with the down payment so I can just get a phone that worked, they refused. Every time I called the representative would tell me something different. They have the worst customer service I have ever experienced.
After two weeks and several attempts to resolve the issue I told them if they refused to help me I would switch to a different company. I was told if I switched I would need to turn my phone in to get the $100 credit that I owed on it. I called today to see where I can turn the phone in at and was told I couldn't. I was a long time customer and glad I made the switch to a different carrier.
MIAMI, FLORIDA -- I have been interested in upgrading my Blackberry since last year. I opted to wait for the new Z10. I signed up for updates and patiently waited. During the wait I became impatient and frustrated. I called customer service and was offered a Note II at a great price. When I agreed and tried to purchase it like all my other phones. I was told I now had to pay full price and could not do what I had done before. I call back a couple of weeks later to purchase the phone and now the phone is out of stock.
Last week I'm at a BestBuy and see the new Z10 and a Blackberry representative She explains it's the nationwide release that everyone should have it. That she'd be more than happy to sell me a phone through AT&T. I tell her no thanks, going to stick with T-Mobile. I go to your store, and once again you don't have it. I call customer service a couple days later, and again you don't have it.
On March 26th I get an email saying phone is available. I call customer service and ask if it's online only, or also in stores. "**" says stores and that she will be glad to check. We pick a corporate store and she calls for me to check stock, at your Dadeland Mall store ( Dadeland Mall (1301) 7535 DADELAND MALL STE K4050 MIAMI, FL 33156. 305-668-0050).
She calls me back and says she spoke to store, and they have them in stock. I change my schedule around and head to the store immediately. When I get there, two reps attempt to help me. Young guy checks my account and calls girl over, who claims to be the manager. Neither one of them decide to give me their names, neither one of them was wearing a name tag.
They both go on to ask me who called me? When I tell them no one called, I called customer service. They proceed to tell me that the stock they have is for "their customers" and they cannot be selling phones to other stores. I explain I'm not from another store, that I called customer service, and last I checked I was a their customer. Manager says "they didn't speak to me" I go on tell them to look at my account and the tenure. That I've been a customer for over 10.5 years.
Apparently that meant absolutely nothing to them, and I am told they "cannot sell me a phone, because I'm not on their preferred list." I become irate and tell them that was BS and ridiculous. When I ask for the manager's card, she gives me a blank generic store card and refuses to give me her name. I call customer service and specifically tell the representative that I was livid and would do my best to contain my anger and not use every expletive I could think of. I slip one word in and she tells me she understands but to keep calm. Looks at the notes, and ask me for info on the store.
She agrees with me, what I was told was ridiculous. That if customer service sends a customer to a store, they should be able to sell me a phone. Puts me on hold and calls the store. When she comes back on, she now has "**" on the line. He says "it was ridiculous to turn me away, just come back to the store and he will take care of it." Now all of the sudden, they can sell me a phone? I slip another expletive (**). That I was not going to do that.
At this point because of their inadequacies, I had wasted two hours of my day, and as a consultant that gets paid by the hour. I had now lost more than what two phones cost me. That I should have been sold a phone when I was there, not given some excuse that "I was not on their preferred list" "**" goes on to tell the representative on the phone, "just hang up on him".
At this point I become even angrier because I cannot believe his audacity. Where has your customer service gone to? I hang up on the representative to gain my composure. Few minutes later I call back your support to get names of the reps and your representative once again gives me the run around. I am beyond disgusted. Is this how a loyal customer with such tenure gets treated? This entire incident was a complete lack of respect for my time, and years spent with the company.
I am begging for help! I'm sorry about the length of this and I'm hoping someone can help and tell me how to deal with T-Mobile. I've been a loyal customer for several years and I had wonderful cell service until June 2011 when I moved and service was non-existent.
I could not make calls inside my home, use the internet or send a text message. All phone calls had to make while standing outside by the street often in the rain or snow or in the heat. The first time I called I was told they would test the signal and asked me to go inside. I told them the call would drop if I walk inside. I walked in and the call dropped. I went outside so they could call back. This went back and forth several times.
My next phone call I was rudely told T-Mobile doesn't guarantee I will get service inside my home. I have a child that is home alone and I had several instances where he needed to contact me and could not. I got him a phone for this reason so he could reach me in an emergency. My son has several months with zero usage and my phone usually less than 100 minutes, maybe a 100 text and some internet service. None of these in my house. I complained a couple time but was treated poorly each time and being told they don't promise service will work. I let it go because I knew I was within my 2 years of the contract and would get out then.
On September 11, 2012 I called to cancel my contract and request information on porting my cell phone numbers to another company because thankfully my contract was up. I spoke with ** about porting my number and we talked about how bad the service had been in my home.
He proceeded to convince me to let your company send me a booster. I declined. He kept telling me give it a chance because if I didn't like it or it didn't work I would send it back within 20 days and the contract was void. More than once I told him I don't want to do this and I was a little upset the reps on all the previous calls treated me poorly and essentially said “read your contract, we don't promise our service will work in certain locations.”
He said he understood and apologized for the calls with other people. I told him I want to make 100% sure before I agree to do business with T-mobile again that I can get out of the contract because I am not paying over $125 a month for two phone lines that I can't use at my home. He assured me this would be the case. He made me go through the phone prompts agreeing to a contract. I assume (or assumed) the rest of our conversation was also recorded??
The next day I got an email saying the booster was canceled. I immediately and was told it wouldn't work where I live and will block neighbor's signals. I immediately called about the booster and they said because I also told ** there was a something between the walls separating my town-home and my neighbors when it was actually just walls separating the units. I was locked into another two years of unusable service. There is a garage on one side and something between the walls on the other side which is why the booster order was canceled. I'm sorry this probably doesn't make much sense.
After a tearful night and realizing I must me the stupidest person on the planet to get screwed over by T-mobile I got furious. Hopefully they give ** a big raise. He earned it. As I work in a customer service and am appalled at the sleazy way they do business. Is there anything I can do? I ported my numbers to another company and cannot afford to pay the termination fee and cannot afford to have a big ding on my credit, more important I REFUSE to give them a dime. I feel tricked and ashamed that I was so dumb to get duped like this.
I have been with T-Mobile since I've had a cell phone, probably about 11 years now. What I've experienced when dealing with the customer service is scary to say the least. EVERY TIME I've ever renewed a plan the representatives have lied to me about what exactly I am getting. It's quite amazing the number of times they've done this. They will tell you a number of things to rope you in to renew or sign up for new plans. In the past I've been given what I thought were set plans, set monthly charges, the list goes on. Every time I go through the motions I always find out that I have been schemed.
When my last 2 year agreement finally ended I felt it was time to play hard ball. I told them that under no circumstances would I agree to lock myself into another one their policies. So they offered to keep me on regardless, on what I was made to believe were my terms. They said my monthly fees were going to be lowered by about $15 and that I was getting a number of additional services. I asked the service representative over and over to confirm the services and fees which he did reassuringly at least ten times on the 40 min plus call. Though he would not give me a confirmation number which should have raised some red flags.
After the call ended, I made sure to call right back to confirm the new plan and of course 90% of what the representative told me was a straight out lie. The new representative told me he never heard of such plans and it ended up that they also added a data fee that I had no interest in which I would have been charged an additional $20 each month if I didn't catch it that day. My monthly statement only went down $3 and my services were cut in half!!! There was no way to get in touch with the representative who promised me the moon and I was written off once again. Luckily this time I'm not locked into anything so I could finally just split and go with another provider.
They have continually done this to me in the past. They promise one plan and lock you into another and there is NOTHING you could do about it until the 2 year term is up. The best bet in dealing with T-Mobile is to record all phone conversations when negotiating a contract. This way you have proof. I know it's a headache but it is so worth your time when considering the pitfalls of dealing with these corrupt sales people. This has happened to me three times, don't fall victim to the same schemes. These guys really suck.
TEXAS -- I have been a T-mobile customer for about 15 years which will end tomorrow. I expect a certain amount of poor service from mobile phone carriers just given the way the industry is run, but what I have experienced the last month is outrageous. My Iphone 5s was stolen which I reported on 8/3. It had 1,000 pictures of my 11 year old daughter on our first trip to europe together. We had returned a few days earlier before the phone was stolen. In a last ditch effort to locate the phone, T-mobile told me I could go through my account, which for some inexplicable reason I was locked out of. IT gave up after trying to fix it for 5 days. Tech failure #1.
Although the phone was still live when I reported the theft, for an additional 2 days or so, t-mobile told me there was no way to backup my pics, unless the auto backup feature was on, which it was not. This was false. A few days later, a friend suggested I check with apple and was told that if t-mobile had given me the correct information the pictures could have been backed up as long as the phone was still on which it was when I spoke with them. Tech failure #2.
When I reported the phone stolen, and before t-mobile transferred me to technical support, I asked for and was told I would get a call back for phone replacement as I carried insurance. This never happened. Customer service failure #1.
I called on 8/23 to inquire about my phone replacement and was told I would not be transferred because the account was a few days late. I disputed the charge, given that I had no phone for 3 weeks but was given no choice to pay it. CS even refused to transfer me to complaints and the insurance dept. Customer service failure #2.
When I paid the bill, I was told that I had not reported the theft to the "insurance department." I was told there was no record of CS promising to have some call me, and I learned for the first time that no effort had been put into replacing my phone. Customer service failure #3.
When I was transferred to the insurance department, I learned that in fact it is a separate company that is not part of T-mobile. Customer service failure #4. The woman I spoke with was helpful, but was unable to confirm there would be a callback number on the email she said she would send me in regard to replacement.
After going through all this, I called and filed complaints against customer service and tech support. That was yesterday. I was told these issues would "be escalated" and an executive from Albuquerque would contact me by 5pm cst today. That didn't happen. Customer service failure #5.
Today, I chatted online with a representative who made it clear to me that no action had been taken on my complaints, although she confirmed I been promised a call by 5pm, which had already passed. Customer service failure #6.
In fairness, the woman I was chatting with told me she would have a supervisor call me. I objected because that was not what I was promised, and I knew this would be more of the same. The supervisor did call a few moments later but told me she had no knowledge of my complaints and would need to get up to speed. I told her to get up to speed on the file and call me back. She agreed, but did not do so. Customer service failure #7. I insisted the woman I was chatting with online give me the name of T-mobile's counsel. I was given the corporate address with a phone number for customer service. Customer service failure #8.
I called the number given and waited the typical time to get through voice mail. I voiced my complaint that I had not been contacted by the Albuquerque executive and the information regarding counsel was clearly a smoke screen. She gave me a proper address but refused to give me a phone number. Customer service failure #9.
When taking these issues in the aggregate, it is clear that T-mobile is set up to avoid giving internal departments even the most basic authority to resolve anything. I was perpetually directed to other departments and put on hold for hours over days trying to resolve this. The executives allegedly running this company should focus more on by actually running it and less time trying to sell it in order to obtain their golden parachutes which they clearly have not earned!!!
ACROSS AMERICA, WASHINGTON -- I have been a loyal customer with T-Mobile for just short of a decade. Recently, I had a problem and T-Mobile followed up with a phone call to review their service and to garner feedback if it was satisfactory. My biggest mistake was participating.
The representative took the opportunity to pull a fast one. When I mentioned that I had never got anything from T-Mobile, not so much as a free phone during my contract time and I was fed up with the service. She said she would arrange a loyalty reward of a discounted phone as they would hate to lose me. HA HA. It ended up with one of T-Mobile reps calling a secondary phone I pay for a family member, and leaving a voice mail which compromised my personal information. Did T-Mobile care, NO!!
My account was to be adjusted to lower my payments on a newer and better plan and I added another line. I was offered a 25% discount on a new phone as well. At the end of three separate 1 hour conversations, only then was I told that she needed my email address in order to finalize the changes. Now in more than 10 years I have not given T-Mobile an email address, all changes were always done over the phone. However, this time she insisted that she had to have an email address to make any transaction to my account. I knew this was not true.
As a senior citizen who has had a major problem with identity theft, and been the victim of scams, I told her I did not use the internet, and I would prefer to go into one of her outlets, provide my ID and that way give confirmation that I authorized the changes. She said it could not work that way. I said that it was sad T-Mobile is forcing senior citizens (I am almost 80 years old), to compromise their security. I had already told her of some of the problems I suffered with identity theft, even before she asked for my email address.
Now T-Mobile will say that they have one of the most secure systems, so did the bank that screwed up causing the identity theft and thousands of stolen dollars. I explained that though T-Mobile may be secure, my computer and email would be the weak link, and I was not willing to risk that. She said she could not help me.
But then a few days later I got a text saying the changes had been made to my account. So I called, curious to know how that could occur. I was told that only part of the changes had been made, my plan had been partially changed, but nothing had been done about sending out the new phone, or switching the line. Mind you, all of this was done simply by my word over the telephone.
My question was, if you can do part of the changes how come you could not do all of them? I felt bamboozled and said so. No one could give me a good answer why T-Mobile was insisting that they could change my account partly but not do the entire deal. The representative then hung up on me after talking down to me as if old age makes me an idiot. Her name is ** and she works in T-Mobile's loyalty department, and need I say she is the worse patronizing motor mouth one could ever have the misfortune to encounter. She was hollering through anything I tried to say, impolite, rude and far too full of her own crud.
My older son called on my behalf (he has permission to make changes to the account), however, this time he was not allowed. They insisted I had to call in with the last four digits of my social and everything would be done as it was already set up. However, once I called in, it was a different story.
The representative ** had added $27 dollars to the phone, and still insisted that I had to give an email address. She spoke to me as if I was begging them and that she was doing me a favor. I told her, I was not the one who raised the subject of the new phone, it was offered to me as a loyalty reward. She insisted the price had gone up (within 5 days). That T-Mobile was doing me a favor and she did not have to honor the discounted phone. In addition she also tried to sell me insurance on the phone.
I told her I was not interested in insurance, realizing she was looking to squeeze as much more money as she could out of me. She then returned to needing an email address to complete the deal, though she had said earlier in the conversation that she would waive it. That is when she hung up. I thought she would call back, but it was the next day, I got a call from my relative telling me about the message she had left on his phone with compromising details of my account.
Of course, no one would put me through to a manager or supervisor to file a complaint, and from what was read to me in the notes ** wrote, she made it sound as if I was a crazy old woman trying to make T-Mobile give me a discounted phone. That I'd asked for a discounted phone'. Not even bothering to mention it was offered to me. Though the representative who read **'s notes to me said it was against company policy for any representative to contact anyone but the primary party on the account, or leave messages that could compromise financial and private information, I still never got to speak with a manager or supervisor to make this report directly.
T-Mobile no longer calls me since then to check on the quality of service either, effectively wiping out any change I could make a complaint. My account is still extra high as they reverted it back to the original plan where I pay for any pictures or images sent per item. My blood pressure rose so high from all of this stress, that I could not manage the switch I had planned, to rid myself of T-Mobile. So I wound up paying for another month.
It has been the most stressful and nasty experience. T-Mobile has no respect for senior citizens and makes no provision or allowances for their needs. Rather, the rude ** females like ** are allowed to jeopardize our safety and violate our privacy with no consequences. If someone like this ** could be in T-Mobile's loyalty department and get away with treating a loyal customer and senior citizen so poorly, this company needs to be out of business.
This country really needs more competition in the mobile department. Legally, senior citizens should not be forced to conduct business via the internet. There are a million reasons why. If T-Mobile really wanted to improve its service it should seriously look into feedback like mine and provide proper choices to seniors.