Frustrating New T-Mo Order Experience

**jimxx200** · 02-02-2012, 07:58 PM

Needed another phone line and after lots of research, I decided on T-Mo since I can apply my Freelancers 10% discount. Called in to the special corporate number, talk to Debby in Idaho. I select the Unlimited Talk/Text plan for $59.99 and add the basic $10.00 data plan (wifi user here).
She touts the "special deal..today only" free MyTouch 4G..ok, but that's what they have plastered all over their website for anyone..maybe everyone is special? I thought it was odd that she did not ask for my Freelancers Member ID number when I mentioned the 10% off savings..no problem she said. She ships next day air (I paid for this) and not 10 minutes after I hung up, I check my email to review the order..not pretty.
She loaded me up on the right calling plan, but the data plan she picked was their "Unlimited - Ultra with Smartphone Mobile HotSpot Service" at $59.99. And to top it off, there is NO mention of the 10% discount which she said would show on the order detail if I would order now. Grrr. So they think I want a plan for $119.99 a month? Lol.

As one who has been in sales all of my life and have done well, it ticks me off that she resorted to completely bashing the other carriers, promised me something she did not deliver, and then find out my Next Day Air shipment will not arrive until Monday. I received the shipping confirmation 6 hours after placing the order and was promised delivery tomorrow. So T-Mo, you lost a customer who had the planning to bring over 2 additional lines for my reps. I know the drill on sales..quota, quota, but in the end, you completely lost me.

**lordkaosu** · 02-02-2012, 08:35 PM

CS should be able to fix the plan issue easily. It's a hassle and shouldn't happen, but it's easily fixable.

You usually have to call into a separate dept about the discount and I believe it only shows up on your bill, not on the online account.

**juicy.cook** · 02-02-2012, 10:04 PM

My discount never showed up in the initial email, but it did show up on my first bill. As long as you have the promo code I'm pretty sure they don't ask for much else.

**Nardva** · 02-02-2012, 10:53 PM

It is sad what a sales rep would do to get a sale but its the culture of the sales enviriment. I thinks sales reps should be fired for this behavior.

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**jet1000** · 02-03-2012, 12:28 AM

As a fellow freelancers union member, I can tell you the website clearly says you must give the promo code listed to get the discount when calling in to t-mobile telesales.

**jimxx200** · 02-03-2012, 10:26 AM

Originally Posted by jet1000

As a fellow freelancers union member, I can tell you the website clearly says you must give the promo code listed to get the discount when calling in to t-mobile telesales.

Yes, that's exactly what I did. When I mentioned Freelancers, she claimed they get a lot of business from them, then proceeded to ask me the amount of the discount. Reality is I don't think she knew anything about FL or the discount associated with it. She also said that if I buy now, she would make certain the discount was applied to show on the invoice..not. The line on the invoice for discounts is blank, as in none given.

**dakotam0813** · 02-03-2012, 10:42 AM

Hmm.. It's rare to get bad customer service, or atleast I've never had it. I've had nothing but amazing customer service from T-Mobile.. so far.

**jimxx200** · 02-07-2012, 11:52 PM

Phone returned..now working on getting my next day air shipping charge reversed. I got a call from a supervisor in the c/s center in Idaho. He wanted to know what happened and reviewed the charges and then after I told him the story, he was very apologetic and offered to reverse shipping charges. When I had T-Mo about 7-8 years ago, they were VERY customer oriented..not now. Whats worse is the outright lies the reps in their corporate stores tell customers..THIS is a trained sales tactic (slamming) that works for awhile, but looking at their losses indicates people are going to other carriers.

**corrupt81** · 02-08-2012, 02:03 AM

Similar situation was a customer around 6 years ago and always had great customer service.

Now it's hit and miss. You can't even email custom service anymore (come on T-Mobile it's 2012 - get with the times!) and online chat can't access half the stuff on your account. Trying to get a new sim card for my mobile broadband line has been a headache. Online chat couldn't do it so I called and spoke with customer service who said they would transfer me to order support, 20 minutes of on hold and they get back that only sales can order new sim cards and transfer me to sales.. who say I need to talk with customer service. Before he could transfer me again I hung up.

I don't understand why T-Mobile makes such simple thing so difficult.

And as far as the Freelancers Union, I joined as well, not even 2 weeks after rejoining T-Mobile. Of course, they tell me that only "NEW" customers can get the 10% freelancers discount.. existing customers need not apply.