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My recent experience switching from AT&T to T-Mobile has been an eye opener for me. I thought that my AT&T service was becoming less than stellar. Well, after dealing with T-Mobile it has become very apparent that T-mobile is third rate player.
-Poor to no cell phone signal coverage
-Make the sale by any means Kiosk Representives
-Read from a script Customer (non) Support Representives
-No conflict resolution department to speak too
-Fraudulent billing practices
-Once you leave the Kiosk you are on your own...good luck!
T-Mobile is a telemarketing company that sells phones and hopes some day it will be a cell phone service!T-mobile....not! 3/2/14 8:35AM
The worst customer service ever.
You are holding for 15 minutes then the person you get through to asks a few questions and says he has to put you through to someone else. The someone else does the same and one gets nowhere fast.
I did call to get a PAC code because I want to leave them. I think they do this on purpose so that you cannot get the PAC code.
I will be contacting OFCOM and lets see what happens.Anonymous 2/20/14 11:52AM
We have been customers of T-Mobile for years.
We upgraded our cell phone on 2/12/2013 to the Galaxy Blaze (Smart Phone)
At the same time we purchased PAY AS YOU GO
PLAN which we put $100.00.
This PAY AS YOU GO phone was only used for emergency. We did not give this number out to anyone.
Evidently they text on 2/10/14 that I had to
REFILL the monies. The balance on this phone was approximately 85.00 to 80.00.
I was ill at the time and put on ANTIBOTIC'S and I still am recovering and
fininshing out the 2nd week of the ANTIBIOTICS.
I never saw the text until 4 days later.
I called T-Mobile and they told me I now had a zero balance. The Customer Service Rep & his manager advised me there wasn't anything they could do to adjust our situation. We just lost our 85.00 dollars.
I could not believe they w/n honor our service we have had with them for fifteen or more years with our SMART PHONE.Anonymous 2/18/14 10:00AM
I Hate T-mobile Liars Liars, My Problems Started The First Week I Had The First Phone, Each Time I Went Back They Charged Me M,ore, And This One I Found Out Later Was Over $300.00 Darn Thing Is Crap, Can Get No Results From Anyone I Have Spoken To!!!iam Trying To Get Someone Again, What A Joke!!!babygirl1x 2/17/14 2:54PM
They train their reps to say "definitely" like parrots to placate everything. And they have "definitely" have developed another wrinkle to slight their customer service responsibility.
Through the years, I have seen it all from them, including constant contradictions amongst themselves, woeful accountability and worse, even management setting up appointments only to break them and disappear.
But now they have added a new twist.
I've noticed a new trend discovered by demanding that the current rep one is speaking to have me know what the notes actually reveal. To my chagrin, this personnel has found ways to avoid the notes going onto the system.
So, when service or technical reps don't want to be bothered or want to avoid responsibility, they can manipulate the system to avoid notation of their dialog or their scheduled appointments to call customers.
When one calls back, the next rep confirms that there is no record of you speaking with ____ and there is no record of anyone set to have called you back. See? They can skate from accountability in a flash and too often do.CJ 2/14/14 3:44PM
went to t-mobile in costco. Wanted to sign up under wife's name. She didn't have her ID so they said no problem sign up under your name and call when you get home to switch to her name.
We did and apparently they couldn't move over the payment plan for the cell phones 18$ a month per phone so....now they are billing me for $825. Customer service was very nice but say there is nothing they can do. Although under my plan we had a monthly payment for the phone, now that it was changed to my wife's name we have to pay off the phones...We were told initially that we could sign up under my name and just transfer the whole account to my wife...no warning that the phones would be an issue...upsetattmobile 2/14/14 2:17PM
Visited this store yesterday, had a friendly sales person visit with us about moving our 3 lines of service from Sprint to T-Mobile. Told us that T-Mobile would pay the early termination fee for each line that we switched over as long as we turned in a mobile device for each line. We purchased one new iphone, and he showed us how to unlock a current iphone and switched it T-Mobile for us. We said we wanted to purchase a tablet for the third line in a few months, so he gave us a SIM card for that and told us we could come back when we were ready to purchase. Signed all of the paperwork, paid for the phone and plan and we were on our way. Great service, he was able to answer all of our questions, even referring to three other team members when he wasn't sure of the answer.
Unfortunately, about an hour and a half later we received a phone call that we needed to return to the store. The T-Mobile sales person had made a mistake - it seems they required us to purchase 3 new phones to reimburse the early termination fees for each line. We spoke with the manager about it, and were told that there was nothing they could do - we could purchase three phones or not have the fees waived for the other lines. After speaking with 7 different people at 1-800-T-Mobile, they leave me with the same options - buy more phones or not have the early termination fees reimbursed. very disappointing, I feel like we have been misled.
BUYER BEWARE - T-Mobile will not stand behind what their sales people sell!Julie 2/10/14 3:58PM
As a customer of T-Mobile for now 6 1/2 years. I have now just finally cut the service off, boy was that a pain. I have never treated with ,such discrimination and disrespect since I have been with T-Mobile. A representative told me I had to wait until the end of my billing cycle to end my service. By then They had full access to my entire account. Are they serious? They were canceling people in the store all day long. ATT will Match them if ask. You get to keep your phone if its free I got I phoneOHSWELL 2/8/14 8:03PM
Switched from at&t to T-horrible.Paid $10 for sims card, and $30 for pre-plan. They did not tell me there would be a sims card block on my phone and after many attempts they would not give me my money back. DO NOT FALL FOR THERE TRICKS!!!!!!!!Paul 2/8/14 4:28PM
returned a phone two months ago. Never got it out of the box. Had several lengthy phone calls to get the billing to stop to no avail. I have an email saying that they received the phone and they are still billing me...never even activated it! Can't seem to get through to anyone that can help me.Anonymous 2/6/14 12:48PM
On (March 20, 2013), I took a flight to the Dominican Republic for vacation. Before the flight departed, I placed my T-Mobile phone inside of my carry on luggage and turned it off as required per flight instructions. Upon my arrival to the Dominican Republic, I noticed that my phone was on as I removed it from my carry on luggage, and it was displaying a charge of $200 for data service roaming charges. Upon noticing this, I contacted t mobile customer service department by dialing the 611 number on my phone. I asked the customer service representative how to turn the data service off since I had not used this service and requested a courtesy credit of the charges. The customer service representative gave me instructions on how to disable the data usage system on the phone and assured me that the data roaming charges would be credited upon the receipt of my next bill. The Customer Service Representative further stated she could not do this at that time because my phone had not reached the next billing cycle and to call upon receipt of the next bill. I received my phone bill on Monday, April 22, 2013, and immediately called as instructed to do so by the customer service representative. On that call, I explained to T Mobile customer service representative (Crystal) my issue as discussed above and fully expected no problems on this issue. To my surprise, Crystal told me that the charges would not be credited because the previous customer service representative did not document the credit on the call. Needless to say I was highly disappointed upon hearing this from Crystal and asked to speak to her supervisor. After waiting an additional five minutes, Crystal transferred me to someone identifying himself as Albert. Once again my issue was explained to Albert who advised he could not do anything either.
It is very upsetting after having been a loyal customer to T Mobile that they could just brush off a customer like that and it appears that T Mobile is more concerned about profit than customer satisfaction. There were three people with me who heard this conversation while I was in the Dominican Republic we are all surprised that after hearing on the phone that the charges would be credited that T Mobile would not honor their word. This company has issues.Anonymous 2/3/14 9:42PM
CHARGES FOR SERVICE THAT THEY DO NOT PROVIDE
I cancelled my T-Mobil service and they charged me for the whole month. Their excuse for charging me for the whole month was that I ported out my phone number. Funny thing is that I have had the same phone number for over 15 years and brought that number to them. They were unable to provide me anything that said I agreed to this when renewing my contract b/c of privacy. Another funny thing is that I provided my social security number and address to verify my account. Privacy?? Spoke with 3 customer service reps including a manager and they were the most ignorant people to speak with. T-Mobil is a complete RIP OFF. That is exactly why the whole company will be gone in another two years. Wasn't AT&T supposed to buy them out?? I would NEVER recommend their service or return as a customer, but we won't have to worry about that since the company will be non-existent in two years.Anonymous 1/28/14 2:40PM
I was out of the country for 6 months and had my mother collecting my mail. I had went into the local t-mobile store in the mall in Staten Island, NY (don't ever go there, most incompetent people ever) before I left to ask about options for getting my phone turned off or lowering my bill since I wasn't going to be using the phone AT ALL for 6 months. The guy in the store told me I could suspend all service until I got home with NO CHARGES AT ALL. I paid my bill. I asked the guy if I had any other bills waiting to process. He said no. I left 2 days later and was out of the country. I come home 6 months later to find out not only was there a bill I received 2 weeks after I left the country (which was never mailed to my house; mom was collecting my mail) but that it then caused my account to get cancelled (I was charged the cancellation fee) THEN sent to a debt collection agency! For the past 2 months I've been spending countless hours on the phone trying to clear this mess up! I just had a SUPERVISOR tell me that THIS IS MY FAULT and THEY DON'T NEED MY BUSINESS!! Can you believe that? What horrendous "customer care!" I can't wait to have this all sorted out and never deal with T-Mobile again!! STAY AWAY!!!GStell 1/28/14 10:56AM
I signed up for T-Mobile for 5 days, after bringing my own iPhone 5 from Verizon. The service was poor in the areas I would use it, so I cancelled.
The woman told me because it was only five days there would be no charges, but then I received a bill for $22.32, and that they would be charging me for the five days alone.
I don't suggest trying T-Mobile period. This was a poor experience, and considering I had the service for five days in San Francisco, CA -they are a poorly directed organization that should be waived from any all federal protections of any corporation as they can't seem to keep their story straight.
As a community stake-holder they are not a valuable business or enterprise for us. They can leave.Merapesh 1/27/14 10:47PM
I have tmobile and I have had it for 6 years. The service has gotten worse over the years. I PAY $110 A month for my internet to tell me there is no connection unless I am on my wireless router. Mind you I am paying for unlimited. The coverage is ridiculous not to mention that for the past 4 months sometimes I have to keep hitting the call button because without even trying or placing the call it drops. I am about to cut my line and deal with the penalties that's how unsatisfied I am with the servicesancheza3 1/20/14 7:43PM
Without a doubt, tmobile customer service is the worst I have ever experienced. I will never again be a tmobile customer. I spent a cumulative total of about 10 hours trying to make a simple change; I got a different answer with each phone call. They completely overcharged me; a blatant error on their part and are completely unwilling to adjust the charges. My friend had them auto debiting his account-they debited $300 monthly and should have been $70. And don't bother going to a store for help. Every call after the first 2, I requested a manager. They would not get a manager for me. Calls are dropped all the time. This company dies not deserve your business.Anonymous 1/20/14 8:16AM
Very polite, but completely incompitent. The money you save on your monthly bill isn't worth trying to have these people take care of the inevitable problems that will eventually surface.dirk McGirk 1/17/14 8:12PM
Worse than TERRIBLE!!
The C/S reps are very unprofessional and RARELY EVER IDENTIFY THEMSELVES NOR THE COMPANY NAME. Not to mention it's ALWAYS in broken English.
I have been trying to resolve an issue for a week now and have been told to keep waiting a few more days to have my old number back and my minutes restored. It has now been a week...I still DO NOT have my number back nor have my minutes been restored.
Due to the complexity of my issue I immediately asked to speak with dept. supervisors to cut through the chase. Three times I have spoke with supervisors assured my issue(s) would be fixed and...NOTHING! Meanwhile a week of waiting in vain has gone by.
I am tired of waiting and having to keep repeating myself due to language barriers. 'Not to mention the ethics of these foreign reps who will lie to you (promising you all will be okay) and then NOTHING is okay! Meanwhile your time and patience has been wasted.
Shame on T-Mobile for selling out on their customers with this second rate customer service and deceptive practices!! Bring these jobs back to America where they belong.AutumnSun 1/16/14 6:09PM
T-mpbile is the WORST!!! I was told last month that December was my last cell phone bill & NO $50 cancellation fee would be applied because I decided to go AT&T. Just received a bill in the mail for January stating that the bill was $129.79, TWICE what I normally paid for you CREEPS!!! I called customer service & They said they cannot do a thing about it. WELL T-Mobile IDID SoMETHING About it !!! I wrote Senator Richard Blumenthaul about you people being the crooks you are & I am getting a response from him soon & PRAY TO GOD YOU CROOKS DO TOO !!!bscarpe 1/16/14 6:48AM
I'm trying to call customer service but the Robot doesn't recognise my number! I'm dialling from abroad and so am using a landline. And this has happened quite a number of times.
Cancelling my contract immediatelyAnonymous 1/13/14 10:32AM
I purchased a brand new Samsung galaxy 3 phone at the store for $650 cash. I had no problems with the phone up until a few months ago. I do not get phone calls, they all go to voice mail and I also do not get text messages til several hours later. I called the cs department. They told me there was a cell tower issue and my problem should be fixed in a few days, that did not work. I went to the store and they gave me a new sim card, that also did not work. I went back to the store again and they exchanged my phone twice (note they are refurbished phones)and then again gave me another sim card. MY PHONE STILL DOES NOT WORK!!! I called cs again and asked for a new phone or upgrade me to a new phone for free because I am not getting the service I expect after being with T-Mobile for 7 years. They told me they could not do that. If I wanted a new phone they would only give me $130 for my phone that I paid $650 for and I would have to pay the remainder for a new phone. What kind of company is this??? I'm now going to contact the BBB, King 5 News the Get Jesse Dept. and go to there corporate office in Bellevue Wa.!!! Why keep sending your customers used phones when I paid for a new one. This company is a rip off!Michelle 1/7/14 10:44AM
Spent all day yesterday on the website and phone trying to complete an order. Finally, got it to stick. Spent 3 hours this morning trying to submit my electronic signature. Can anyone tell me why I should try to do business with T-Mobile?Iamcrazy 1/7/14 9:54AM
At the beginning of my contract with T-Mobile I was given a fixed price that excluded the taxes and added costs that came later in my first bill ($93). Fine. I payed my bill promptly and awaited the day that my contract ended. At the end of my contract they have switched the billing cycle- first telling me that I was paying the month ahead, then that I was paying the last month- anyway charging me for an extra month and the weeks of my use under contract. They kept switching the billing cycle- that I was paying for the last month or the month ahead. Then, after speaking to reps twice and clearing my dispute they continued to send me the bill for the full month- that, according to them, was going to go into collection for negligence. This, after paying my bill promptly for two years.
(They did not even wait any substantial time to put in me in collection)
Needless to say, the reps declined to help me or give me the response that I received initially- telling me that I had to pay for only partial service before the contract expired. I now seek help in this dispute and it is added grief after having to deal with them for two years, paying a hefty monthly fee.JosephJ 1/2/14 11:20PM
My wife & I received a text message on our T Mobile phones that said we ere eligible for a free upgrade on our phones and no change in contract. When we went to a T Mobile store in Wellington Green Mall, we were told by the representative that we could upgrade our phone and that we would have a higher bill to pay....
I guess I'm confused as to what "no change in contract" means?
Needless to say, we refused the "free upgrade".rjkelleysr1 12/29/13 5:51PM
I had been a TMobile customer almost 9 years, starting with cell phone service and then adding VOIP home line services. After getting married, I joined a family plan with my husband, discontinued my cell phone service and kept the home line which costs $9.99/mo. For years I had and paid for this service and then decided to move my cell phone back to them in July on a Simple Choice Family Plan for $80/mo. They would not give me credit for my current iPhone and as it happened AT&T would. So within days of adding cell phone service, I returned their phone and discontinued the cell phone service. I then began to see my home phone number associated with the $80/mo. Simple Choice Fam plan instead of my $9.99/mo. Home Calling Plan. They're now telling me that I'm billed this way because I cannot have home service without a cell phone line(although I've been doing this for years) and they cannot refund my money because I actually had the service. I agree that I had the service, but I should've had the service at $9.99/mo. not $80/mo. Who in their right mind would pay $80/mo for a home line, and by the way, a home line that on the statement says I have unlimited picture messages, text messes, and t-mobile to t-mobile calls. Does this sound like a home phone plan???audreydaniels 12/28/13 6:15PM
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there is a lot of in the 40160 zip been told that is a network problem Cant talk to real person T- Mobile has a real problem will bee looking into another serviceSonny 2/24/14 6:14PM
I have always found customer service to be spot on and they have always resolved any problem I had.I would never change phone providers been with them years ,its not like I am paying them loads of money either I only pay for my sim card monthly and have always been very satisfied.milly 2/19/14 12:42PM
I recently upgraded from a Samsung Gravity to Samsung Galaxy Note II. I did not know how to dial out or access my contacts. I called Customer Support and spoke with Myra from Texas. She walked me through the process. She was nice, patient and very knowledgeable.Anonymous 2/4/14 7:14PM
I've been a customer with T-Mobile for 12 years. Iâ??d like to take this opportunity to recognize a Retail Store Associate T-Mobile. Reece has shown an outstanding and extra ordinary performance. His actions and dedication to his customers are truly a remarkable. He explains your options and what his recommendations. He takes that extra mile to help his customers. T-Mobile is slowly regaining my trust due to Reece Oshiro excellent customer service. With all that said, he deserves a 10+.
From the previous years, I've been disappointed with the services I've received from other sales associates. Especially, when I've upgraded my daughtersâ?? cell phone and was given a defective product. Tried to return it and I was given the run around treatment. To make the story short, the issue had to be elevated to Mr. Dan Whitten, who I believe at that time, the top person who oversees the T-Mobile Kiosks.Anonymous 2/4/14 2:57AM
This could be a complement or too it could be a complaint, however, I must say, the young foreign lady I spoke with spoke perfect English and did her best to assist. The problem is that even though she spoke perfect English, her ability to comprehend what I was saying was sadly missing. In the end, about 45 minutes later, she finally was able to grasp the jest of questions. I kept my cool as I could tell she was doing her best to understand the problem. I didn't get her name, but I greatly appreciated her concern for me, the caller to Customer Support Service.
RonAnonymous 1/21/14 10:24PM
I bought a SIM card and unlimited $50.00 plan for a T-Mobile phone I owned from Wal-Mart (keep in mind that I asked the Electronics Department personnel there what I needed, with the PHONE IN MY HAND!) The SIM card was too small, which they returned; however, they would not return the $50.00 minutes card. I called the Winston-Salem, NC store on Frontis Plaza Blvd and spoke with Julia Trickey. She assured me she could help. We made the 20 minute trip to Winston yesterday, but did not have the minute card with us. We went back again today, hoping against all hope that she could make the Wal-Mart card work with the SIM card that she sold us (at a much, much better price than Wal-Mart did, by the way!). She really saved the day for us; she sat with us and argued with computer systems to get the phone activiated for us. She also informed me of the great "no credit check" family plan that is available. I am under contract with Verizon, and have been with them for over 15 years. Thanks to Julia's helpfulness, and great information, we will go back into this T-Mobile store in January to sign up for a family plan with T-Mobile. I cannot thank her enough!!!
Lexington, NCkgrooms 12/27/13 3:11PM
i just called cust service about my misbehaving phone and had a wonderful experience. thank you so much excellent cust sevice lady.mike 12/8/13 5:19PM
We had let our annual contract expire a few days before. Jamie, store manager, 390 Miracle Mile Dr., Rochester, NY was most helpful. We told him our problem and he immediately recovered our lost roll-over minutes and renewed us for another year. You can't ask for more than that! What a nice feeling to know we are a valued customer.Good Job T-Mobile 11/30/13 11:18AM
Today, 10/9/2013, my husband and I visited the T-Mobile store at 2130 Pleasant Hill Rd. Duluth, GA. We’ve been there a few times before and until today we have never had complain of the service. The employees were always pleasant and knowledgeable. I wanted to buy a new phone so I was looking at a couple of models. We did not know there was a woman, one of the employees, who was making some sort of a list. We were at the store about 15-20 minutes, so around 6:00 pm I was ready with my choice and stepped to the cashier, a girl came and asked how she can help. That woman, maybe a manager of the shift, who knows, came and told the girl to go and help somebody else because I did not sign. I told her I wasn’t aware of it ant she rudely said “I sign”. Her demand was “What is your name?”. Really? What about customer satisfaction lady? Anyway, I told her my name and probably this would be the end, but when the girl stated I was in store before the other customer that-sign-in lady impolitely said to me “You just walked in”, and after my explanation that I was there for 15 minutes, she just said that she didn’t see me. Not even a smile or apology. She really needs extra classes how to work with customers. Well, I said good-buy, and that there are other stores. I am a loyal T-Mobile customer for 14 years, and went through all metamorphoses the company went, and I think they are the best. I am not breaking our good relationship with T- Mobile because of an (feel free to think of a word).RKostova 10/9/13 6:00PM
I have been a T-Mobile customer for many years and I am pleased with my service. Recently I bought a new phone and received extremely great service by Jonathon at , Phoenix, Arizona 85085. There was a problem with the register and my account so they held my phone and called me everyday until it was straightened out. He did everything in his power to make me happy with my new purchase. He even helped me move my contacts and pictures to my new phone. Jonathon was very personable and went over and above his duties. You are lucky to have him as an employee and I would definitely do business with him again.Anonymous 9/16/13 3:06PM
Since two months after getting a new contract with new phones, we discovered the three Samsung Gravity TXT phones were defective. T-Mobile has ignored two registered letters. A representative called doing a satisfaction survey for T-Mobile. She said she would have someone call us and take care of it right away and we never heard from someone. Just spent over an hour with T-Mobile customer support. Bottom line: too bad, not our problem. We can buyout the rest of our contract or live with seriously defective phones. The countdown has begun - only 11 more months of T-Mobile bondage!Don 9/10/13 7:55PM
My customer service at the T-Mobile store on North Clark St in Chicago was above and beyond any expectation. David N is amazing and very patient with those of us that are cell phone challenged.
He is why I choose to stay with T-Mobile. He is not only very knowledgeable about the product but understands the customers needs.
I am not sure how to give his supervisor my comments but I sure hope they know how valuable he is to T-Mobile.Chicago.cindy11 9/9/13 11:46AM
My problems w/ TMo go way back. But, most of those issues have been resolved.
One of the most serious of all was when I had my phone replaced & TMo claimed they didn't have a replacement and wanted me to go into the Tmo store and get a stand by phone till they got my model. I didn't want to do that and the jerk I was speaking to said, "Then there's nothing else I can do.." He was rude and even hung up on me because I told him that I was recording the call.
When I finally did get my phone replaced, it was said that I never sent in my defective phone. This caused a lot of stress for me. It went on for about 3 months. I didn't know what else to do so I shared my story on the TMobile Forum site and an agent emailed me for more information and in an hour, she cleared up the whole mess! The 1200+ bill was erased and I was relieved.
I advise any TMo customer who has problems being heard or getting their issues handled to go to their forums and write your problem there and someone will get in touch with you shortly and more likely handle the issue. I too cannot stand calling T Mobile but then again, I hate calling any company because it's the same annoyances however, more times then not, they'll be polite. I can't blame all of T Mobile for the 2 jerks I dealt with on those other issues.
I prefer GSM technology and out of the two here in the US, T Mobile is affordable of the two. Never had AT&T but they're prices are way up! Same with Verizon, Sprint seems cheap but I don't like their phones.
Also, T Mobile has this new installment plan where you put a down payment on a phone and pay the phone off as you go. The bigger the down payment, the less you pay a month. I was one of the first customers to join this deal while they tested it almost two years ago. I only paid 50 dollars up front plus tax, plus got a 150 dollar rebate (5 or 6 weeks later of course), and they counted both the 50 dollar and 150 rebate as a downpayment of 200, so really I got the phone for just over 400 after all said and done. I like this new plan-with it, I can upgrade again and again without waiting for the stupid 2 years are up on contract. I've been hit with some hard times financially but, when money permits me to do so, I'm for sure going to upgrade my phone. The one I have is outdated but, that isn't TMo's fault.
Until I have no reason to use a cell phone, I'll always stay with T Mobile. And this is coming from someone who just a year ago absolutely hated this company! It's been over 3 years this time around (had TMo in 2000) and finally I'm happy with them.My Key command post 6/28/13 5:32AM
We have been T Mobile customers forever. I want to compliment one of your people I called for some help starting a new phone and was so happy with the service and advice that I want to tell you I spoke with TEROD, no last name, and he was so patient and helpful! He is one valuable employee. Good job, Terod.Anonymous 6/2/13 8:23AM
I've had the single most stark contrast in customer service in the last few days.
But I'm talking for the latest, and best, here.
I had the great fortune to talk with a gentleman named Michael about canceling my prepaid phone, transferring that number to the one I have now, which already has a number 3 days old.
I spoke to the in-store salesperson, and 2 different representatives before Michael.
I know for a fact, due to butchered attempts by ignorant representatives, that its a series of separate processes to complete the process, not one single movement.
Yet this man made it look like it wasn't anything.
He asked me few questions, was extremely polite, and got the job done in UNDER 5 MINUTES. From the time I called them to hanging up.
Every company has its bad and good representatives. That is absolutely true.
But for the bad ones, the last 2 (A lady named Anne I believe who was very helpful too) made it up to me.
Don't judge a company entirely for its customer support. As a couple of people have said, most of the issues are customer's own stoopid fault.Zafy 5/3/13 1:48PM
T-mobile gets a bad wrap a lot, which is well deserved, but many people are trashing T-mobile for their own errors or stupidity. Like the guy who claimed T-mobile stole $95 bucks from him. EVERY prepaid cell provider is very upfront about NOT refunding prepaid minutes. Your should have taken this into consideration when you dumped T-mo prepay just after putting a hundred bucks on your phone. So in this case it was not T-mobile's fault but an impulsive customer deciding to jump ship. T-mo used phones are very easy to find on eBay and even Goodwill stores, so for a few bucks he could have limped on T-mo service till his $100 ran out and then started service with another carrier.oregron 4/5/13 10:55PM
T-Mobile has stepped up 100%. I got an operator that I did not like named Mary sound like an old Asian lady, I hung up with hopes of getting someone better. I got Brook who was great. Better attitude from the way she handled my call from start to finish. She totally looks over your acct and assure you are getting the best deal while being able to understand you from the start. My last couple of calls to T-Mobile this year has been out of sight, TERRIFIC. It's not T-Mobile it's just some of the people that represent them, but more good people are drowning out the bad reps..SHE 4/5/13 2:27PM
My phone (Samsung Galaxy S2) recently died. I was travelling to Pittsburgh and it went dead the first night I was there. There was a T-Mobile store right next to my hotel and that's where I went in the morning. My contract was not up until December. I had no insurance and my warranty was no longer valid.
I was hoping they could find a fix for my phone, but they told me there was no way they could and that it was a common problem with this phone. Apparently 1 out of every 6 phones got messed up (black screen and constant vibrating) after the latest upgrade. Mine was part of that 1. The people there at the store tried to find a solution - buy a temp phone for 200.00 (that wouldn't effect my renewal upgrade and no contract) but the phone was subpar and I'm picky. They told me if I wanted to buy a SG3, that it would cost about 600.00. I was travelling and I needed a phone, so I was *this* close to just buying the Galaxy 3 before my contract was up.
One last ditch effort was suggested and that was to call customer care and explain my problem. And that I had an edge in my favor because of my phone's common problem. Well, after talking with customer care for about 20 minutes, they went over my record (customer since 2008 without a late payment) and they decided to give me my upgrade early early for only 100.00. (100.00 rebate). They saved my trip. Thank you!Tee Mobel 3/30/13 2:07PM
A few days ago, I submitted my (negative) complaint about the EXTREMELY poor customer service I received from the Loyalty Dept over the prior weekend. I must say, I wish I could take it back. After gathering email addresses from the internet for internal customer complaints and sending a lengthy email as to the issues at hand and even sending that exact email, via certified mail to Customer Relations in New Mexico, only two days later I received a call from Customer Service who not only apologized repeatedly for the mishandling of my account and poor customer service, but they went above and beyond to satisfy me by awarding me a free GS2 phone and cut my phone costs in 1/2. The man who contacted me was of the highest caliber in Customer Service. It was refreshing to say the least. I am pleased with the response I got from T-Mobile and will be staying with them permanently for their intent on satisfying my 9+ year relationship with them.GoBlue 3/7/13 2:23PM
please send a copy of Nov 15th 2011 phone call record statement for legal issues. My wife Cynthia Ross and I Tommy Ross have been unsuccessful in contacting t mobile customer relations regarding this statement by email due to message not getting through that party. We were told by customer service that this was the only way to obtain records beyond a 12 month period. Thank you so much, Tommy RossAnonymous 2/21/13 5:59AM
Eric at the Lanett Ala. store was very patient and helpful as we purchased a new phone from him. Thank you Eric for your good customer service!Anonymous 2/18/13 2:30PM
I have been with T-mobile since 2005 and the service has bin normal till 2012.I recieved excellent service in the Killeen, Texas store from a sales rep named Jenn G she took the time to explain the phone and the functions of the phone to my wife and I. It was the first time we felt like were not just another customer but a person important enough to take time for to insure satisfaction for the product was there.I can only say excellent rep for t-moble.
SSG John CamdenJohn 1/28/13 12:37PM
I had three lines with tmobile.one line the two years are up on feb 23, 2013.when I call to cancel the line for the month ofmarch so they dont charge me they told me that I cant cancel into jun cause I put more minutes on that line on june but I can upgrade on february.that doesnt make no sense.they trying to tell me in another word that my contract started on june but I can upgrade in february.they always do rhins with out consulting with rhe customers.if you change your phone in the street they assum that you got it at tmobile and they change your upgrade date with out investigating.ito 1/27/13 6:25PM
I have had a few call in's to T-mobile some of them have been bad due to communication problems (outsourced and incompetent CSR's), but some have been good like the one I had today. I had some issues with my billing account as well as my due date, but Larry, the American, English speaking, CSR that responded to my call today was knowledgeable and very efficient with solving my problems. I am happy to know that there are still some good home grown and educated CSR's that work for these larger company's.djh35773 1/20/13 9:14PM
I have been a T-Mobile customer for about 5 years now. This relationship has had it's ups and downs, but now it is time to call it quits. Their actual phone service stinks, even though I would call the customer service acceptable. The wait times haven't been horrible for me, the language barrier is pretty bad at times, but they pretty much always have had a resolution to get the phone working again when the internet or messaging or voicemail or whatever stops working intermittently. But I have had bad experiences with a newly purchased T Mobile brand phone in the past that put a really bad taste in my mouth. It was a new phone that stopped working, and their warranty/return process it just terrible.Rodney 12/18/12 1:30PM
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Ihatetmobile5656 5/31/13 6:53PM
tiredoftmocustomers 5/20/13 10:34AM
dark carnival 10/19/12 3:18AM
Agent Oso 8/22/12 10:25AM
Then, they only allow the Rep.'s to spend no more than 6 minutes on the phone and then we are told to get off the phone.
How the hell can a company say they care and then put a time limit on the phone call. Especially when their systems suck and information is almost impossible to find to answer the questions.
They also make their Cust. Svc. Rep.'s make a sales offer on every call. So, if you really think about it, they are having their Rep.'s hurry through the service portion of the call and hurry up and add more stuff on the customers account.
Then, they hire a bunch of 18-20 year old kids that know nothing about business or servicing a customer well to get the job done.
I have moral standards that I live by and will not go to work at a place, no matter how nice the work environment is, that does not give a crap about the customers.
Mickey 8/21/12 3:32PM
wy2cky2 8/16/12 10:41AM
Nodnarb82 7/25/12 9:27PM
tiffanychs 7/17/12 8:07AM
The past year admitted has been a rocky one. The New CEO trying to pawn us off like some redheaded step child (sry gingers)then a failed merger, 9 call centers closed (3200 employees adios), more jobs sent abroad, and around 1000 people, including upper management lost their jobs. using a business prospective i see the need to cauterize the bleeding loss of income, once we begin to produce income again I hope this money will be reinvested into newer better network, phones, training and support.
poor decisions have been made to both our deperment I feel Tmobile is competing with itself with prepaid and Walmart, which is silly.
Now knowing the behind the scene please take that into consideration when calling care or visiting the store, "you get more with honey than vinegar" And It’s really not easy to sell our new product line, the confusion of this value plan and financing of the phones, terms conditions phone set up, right fit, demo and now the required advance payment for the monthly bill and proration. arg.. our job is far from easy and we are not competitively paid.
Dr jekal Mr hide 5/31/12 7:01PM
I could not reach them on the phone (I was put on hold for hours or hung up on). I wrote 4 letters-they didn't respond.
Finally I submitted a complaint online to the FCC. Then they called me. It's still not resolved. Glad to be rid of T-Mobile.
ECS 5/10/12 7:15AM
areweclear 4/16/12 2:40PM
buckle 3/17/12 11:44PM
Tenured Agent 12/23/11 5:55PM
Anonymous 12/19/11 4:26PM
Alice V 12/19/11 4:13PM
ttom11 9/7/11 9:24PM
Anonymous 7/29/11 6:55PM
was never at his desk. He would not take calls
and never gave feed back to the reps. But the funny thing was, he never got fired. So to the poor customers out there "I feel your pain"
bangorstate 3/28/11 9:00PM
Anonymous 1/18/11 4:08AM
bluevelvet 8/3/10 2:46PM
anonymous 4/13/10 6:15PM
I worked for T-Mobile customer service for 6 years, mostly with the Business Care and Offline Department (answering e-mails faxes etc.), but I also worked on the phones with the customer service department, I really enjoyed my job and loved being helpful in resolving any issues or concerns voiced by T-Mobile customers. I understand the comments posted below, and just wanted to say that overall, T-Mobile has a great team of customer service representatives that in most cases will try their best to resolve issues. (not to say that they are ALL perfect) but please don't let your individual experiences sour you against this company. I realize that negative experiences are FAR more impacting and faster travelling than good experiences, and I've had a few myself. The bottom line is, T-Mobile has won awards for "Best Customer Service" for a reason. I wish I could help everyone who has posted a negative comment on this site, because I believe in this company, and 100% of the time, if you have a valid issue that needs to be resolved, it will be. Don't let a few bad apples spoil the bunch. We are not "monkeys," we are human beings, and ALL of us can relate to having billing problems/issues with companies that service us. We have ALL been frustrated with a customer service department at one time or another, and I can speak for the bunch I worked with, WE DO CARE and WE DO understand. Please don't take out your frustrations on the customer service representative you reach.They truly are there to help you, and they don't deserve abusive language or name calling. You will get your issue resolved if it is valid.I like to give customers the benefit of the doubt, but the truth is, there are dishonest people out there, and policies are in place that CSRs need to follow. If you state your case and there is truly an issue where T-Mobile has made an error, it WILL be fixed. Speak to a supervisor if you need to.
Thanks for reading my post!
Anonymous 4/12/10 4:18PM
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