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T-Mobile Customer Service

Discussion in 'T-Mobile' started by ManLike, Sep 24, 2011.

  1. ManLike

    ManLike Member
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    And this is why I'm still with TMo after 10+ years.

    I made several mistakes along the way, and the majority of my headaches are caused by me.

    July 21st, 2010 I bought a Samsung Vibrant. This is shortly after buying a Samsung Behold II. #Samsung #NeverAgain will I buy anything with your name on it. The Vibrant was my fault, I was dying for a decent Android phone, and it was the first one TMo got in. It's my fault I didn't return it when the GPS didn't work to spec. The Behold II was supposed to be a G1 but they didn't sell the G1 when we went to buy, and we hadn't researched anything else. The Behold II was widely known to be a POS and this one lived up to the reputation and beyond.

    Repeated calls to TMo customer service on both phones netted little but frustration, culminating with being told my Vibrant was out of warranty when it had (as I found out 2 months after the warranty expired) 2 months of warranty left. Samsung just laughed at me when I tried to contact them.

    Jump to yesterday, I call 611 to see if I'm going to have any problems taking advantage of the 24 hour sale TMo is having today, rep looks at my account and says smooth sailing. I go into the store today and get told that it'll cost about $450 to move 3 of my 5 lines over to the new plan in order to get the sale price ($179 w/ a $100 MIR) on the MyTouch Slide 4G. I think my blood pressure hit 3 digits, maybe 4. They offer to sell me a G2 for $150.

    I step outside and call TMo (611). I'm dropped 3 times while trying the call, not by lack of wireless service, but the system hung up on me. At this point I'm ready to slowly eviscerate someone and cackle gleefully while doing so.

    I finally manage to get the auto attendant to accept my "Cancel" into the phone and I get to a human being. I explain the trouble I've had with TMo over the past 12-18 months and how my phone no longer rings and overheats to 120 degrees if I look at it too hard. And how it's been a POS since day 1 (note: Never adopt 1st gen anything), and all the other things I listed above.

    She offers to sell me a myTouch Slide 4G for the normal upgrade price ($250 /w $50 MIR), I decline. After talking more she offers the company to pay the $50 MIR on the spot but shipping will take 2 weeks.... I decline again, I need a phone ASAP.

    We talk about other stuff (Android Preferred Data Plan, $20/mo for 5GB instead of $30, call in to Retention/Loyalty and get this) and I get that on all 5 lines, saving me $50/month.

    Finally she offers to upgrade both eligible lines with a BOGO on the myTouch Slide 4g, free overnight shipping, waive the $18 upgrade fee and pay the $50 MIR. My jaw drops. Yes, I'm all over this.

    And the moral of the story is if you call TMo customer service and get a bunch of bull demand to get sent to retention. I know this, apparently I've just forgotten it over the past year.
     

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  2. Droidtothemax

    Droidtothemax Member
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    Loss Prevention, going on 8 years now!
    Ohio, GO BROWNS!
    Sounds to me that you had to jump through a lot of hoops and what not to justify sticking with them.

    Seems their customer service has went down the hill quite a lot as of late. Shame as CS was their niche.

    Glad you got it solved and that mytouch4g slider is a beautiful phone. I have the regular 4g touch one and love it!
     

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