Comments on: Customer Service Hell!! T-Mobile…Hot Spot? NOT!!!

By: Xi

Xi — Wed, 02 Jul 2008 05:24:14 +0000

That’s too bad. I love T-Mobile. I have never had a problem and is awesome when it comes to customer service. Sprint on the other hand sucks really bad. I hate Sprint, with a passion. They scam, cheat, and lie to their customers.

By: Ed Peaslee

Ed Peaslee — Fri, 27 Jun 2008 03:23:45 +0000

Unfortunately bad customer service is becoming more and more prevalent. What so many companies don’t understand is that customer retention is probably more important than customer acquisition. I saw an interview on Fox of the president of Mindshare talking about this very subject. He makes some great points.

By: Doug Johnson

Doug Johnson — Mon, 09 Jun 2008 17:01:36 +0000

When I first joined T-Mobile several years back, I had four to five bars of service in my home. About eight months ago my wife and I were several blocks south in a large department store parking lot and saw a lightning strike to the north after which we lost service in the parking lot. When we got home there was no service there either. I went through the usual drill of verifying my customer information several times and was finally told that they had apparently lost a tower in the thunderstorm and they were opening a service ticket on it and gave me the number. A couple of weeks later I got one to one and a half bars outside my house, but I still had no service inside. I called and checked on the service ticket and was told that it was still in process. Several more calls, going through the computer answering machine dance every time, and I was finally told that they had no record of that service ticket number, although it had been “in progress” every previous call. When I called it to their attention that I still had no service in my home, they responded that their contract did not guarantee service “inside.” They did not seem to care that this was a major derogation of service from the four bars I had when I signed up. If I am at home, I still don’t have service although for some reason text messaging seems to work. My daughter’s boy friend discovered this and started sending her text messages, and we got more than a hundred dollars in “Overage” text message charges for incoming text messages even though we were nearly four hundred minutes below the monthly amount we pay for. They seem totally unable to make the connection between the lack of service and the number of text messages. Meanwhile, I checked Verizon, and their rates are substantially more than T-Mobile. Is there no decent carrier out there?

By: aschwa

aschwa — Thu, 05 Jun 2008 21:49:14 +0000

They really burn my ass. I’m in $110 to them this month. Kills me.

> (Uh, no, I just called to share my mobile # and
> social 4 more times!)

Ha!

By: Shell Smith

Shell Smith — Tue, 03 Jun 2008 22:17:08 +0000

This sounds all to familiar with about every customer phone line I have contacted recently. What a scary trend we are seeing - the customer service downslide! I ran across an interview with Fox Business and the president of a customer service company called Mindshare. He made some good points that might help us see why these trends are happening.

By: Cheryl

Cheryl — Sun, 01 Jun 2008 21:42:36 +0000

We are in the same fix. They are charging us for calls from a city where we know no one. We have talked to them and talked to them to find out the telephone no. and all they will say is the call was made from you phone so you must pay. Not they are trying to charge us from my husband’s phone to my phone and they told us when we signed up that they wouldn’t charge us for those calls. We haven’t called customer service yet because it is such a hassle. We are seriously thinking of getting a lawyer. We can’t afford these guys any more. It will be cheaper for us just to pay the buy out fee rather than keep them.

By: Kimberly

Kimberly — Mon, 26 May 2008 23:01:53 +0000

Hey Sean i truly agree with you!!!

By: Kim

Kim — Tue, 20 May 2008 17:58:43 +0000

OH MY GOD!!!! I felt like you were telling my EXACT story. Only my issues involved SEVERAL visits to a T-Mobile store and just about 3 months in duration! They are impossible

By: Kika

Kika — Thu, 15 May 2008 22:24:04 +0000

I received a bill with $184.00 in overcharge charges on my cell phone. I was alarmed and immediately called customer care to find out what happened and why I was charged that much in overage. The representative was able to discover that my bill did not have that many hot spot calls at home.

The call got transferred to a supervisor Jaime, who advised me that T-mobile will review the towers from which the calls were made to figure out of there was a problem. We went through the different times that billed calls were made and found a lot of calls that should not have been charged. I work 6-3 Monday and Tuesday and 9-6 Wednesday and Thursday and 7-4pm on Fridays. Jaime figured out that I was over billed, and in order to make sure that this did not happen again; he said that would transfer my problem to technical support to figure out what happened. Jaime did not call back at the pre-arranged time but instead called during my work hours and left a message. He did not leave an extension and just left the Sales phone #.

I called back and spoke to another customer service representative and supervisor that advised me that based on their conclusion the calls were valid. I asked what conclusion and was advised that technical had a note that calls were valid. The representative advised that technical department was a no contact department. I was advised that T-mobile was not able to assist anymore in the matter because they have concluded that the calls were all valid.

I went to a T-mobile store in chandler, explained my situation to a representative who again got on the phone and convinced customer care to look at the problem. Customer service representative put in a ticket into technical support. The customer service representative said that she will call me back May 14, 2008 with a resolution. I requested a detailed bill be mailed to my house and said that I would pay the additional fee to get a detailed bill. I never received that bill. The representative in the T-mobile store suggested that I check online for the bill details.

I never received a call May 14, 2008. So I called back on May 15, 2008, I spoke to a customer care representative who again advised that all calls were valid. I spoke to a supervisor, advised him that after I went into the store I looked online, printed out my bill and during February and March I had a period of over three weeks where no hot spot calls registered to my computer. He said that well we may never know why that happened but since you did not go over your minutes that month has nothing to do with this month. I advised him that I am not even able to see my bill online and advised that another ticket will be placed for that.

I am requesting that someone explain to me why am not able to see my bill online and why no hotspot calls registered on my bill Feb-March. I am not sure if this is a phone or router issue but no one seems to be able to listen. Every time I call in, I am speaking with I different representative. Can T-mobile review my calls and correct my bill? I have changed plans and I am disappointed that I purchased this phone for the Hot-Spot at home; I never received a rebate as promised and now in this big night mare… I live in Queen Creek and the area is rural and sometimes I don’t even have service in my house. I need to have my bill corrected as this is very frustrating to get a run away.

By: Tmobile Lost My Payment

Tmobile Lost My Payment — Wed, 26 Mar 2008 10:18:20 +0000

Heres a good one for you all. So in January i had a second line added to my flexpay account. When doing this i had to pay 2 months upfront for service. Everything was fine phone worked, internet and text messaging worked. Then about a month and a half later tmobile notifies me that i owe them 132$ for when my phone was activated for service. I called and was told i would need to fax in the receipt. I did this and didn’t hear back from them about the issue until one Friday night about 2 weeks back my internet stopped working, then about 30min later i couldn’t make or receive calls. So i contacted tmobiles 24 hour customer service, entered my phone, told the automated machine i wanted a rep, then i get a recording that their closed and to call back the next day. So i waited, the next mourning i called tmobile to see what was going on with the account, they informed me that the department investigating the issue found that my receipt wasn’t enough/proper documentation to prove i made the payment. So i got another receipt from the kiosk i got the phone at and faxed it in. I spoke to customer service that whole day on friday and on Saturday. I remained as calm on the phone as possible even though the reps treated me like shit, i have never been treated so poorly by any customer service reps before. So they tell me they wont do anything and that i should pay them the 132$ and they would activate my phone (i heard this repeatedly from the reps to just give them more money). Finlay i got the person who sold me the phone to contact tmobile and after doing so they put a temporary credit on the account to get service back on.

All was good then Saturday or Sunday they shut my phone off again. During this whole ordeal i filed a complaint with the BBB. The following week i was contacted by a tmobile executive who gave me an offer to settle the dispute with the BBB, he told me they would go ahead and forget that they lost my payment and add a 132$ credit to the account, and that i would receive no compensation for the loss of service. I didnt mind it so much but all i wanted was for them to find my payment and get things done properly. The man informed me that if i did not accept his offer he would apply the credit anyway and that any more documentation i sent in would not be reviewed by them(so basically they just want to forget it ever happend). During this whole time of speaking with tmobile i asked them at least 20+ times what documentation i could send in or what can be done, and not one person could help me they all said o thats why we tell you to keep your receipt, well i did keep mine and faxed it in several times. I refused the executives offer because i wanted them to stop telling me i didn’t pay them(which they did say several times) and find my payment. He told me he would apply a credit anyway and reply to the BBB saying we came to an impasse cause he didn’t want to wait for them to investigate cause it might take more then 10 days and theirs a time limit on the BBB complaint.

Ok so my phones are back on, i was about to reply to the BBB saying everything is fine the phones work what ever. A few days ago i pay my new bill and it shows i have no outstanding balance and everything is good. Then guess what happens the next day!!! My phones are turned off again on March 24th. I called tmobile and spoke to customer service who transfered me to flexpay, who said they couldn’t help but would transfer me to customer retention. I had been on the phone for about 30min so far and about 20min of that was on hold. The customer retention rep then tells me oh he cant help me i have to talk to flexpay again. So he transfered me and i had to wait on hold for more then 45min. The flexpay rep then tells me that the credit that was applied to the account had been reversed. After about 20min on the phone she says she is applying a temporary credit to get the phones activated again and they will look into the issue. So i thought cool im good to go now. Till the next night and once again the phones are turned off. I tried contacting customer service but once again their 24 hour customer service was closed. So now here i sit with no phone service and unable to contact customer service about the issue. All i want is for them to fix this damn issue or refund my last payment and terminate service and the contract.