Don't care about customers

**Lynn1976** · 07-14-2012, 10:58 PM

I have been with them for over a year. Everything you do with them they want you to comment 2 more years. When they are wrong they have no answers and are not willing to do anything. I have a LG my touch 4g can't make any calls get a forced closed completed a factory data rest every time I call to complete a manuf warrenty I get a reason why they can't. I explained to them I don't have a car that I have to walk over a mile in 100 degree weather with a 5 month old and a 2 year old to b able to call them. I can't ever call 911. I begged to them that i need to get this done or someone needs to call me ( I can get incoming calls) 3 reps and a sup told me they were sorry there systems are down they are not allowed to write call backs on paper and since there systems are down they can't put it in the system. That I can walk 3 miles with my kids and pay $50 for a loaner phone. I asked to speak to the cancelation department she read my notes and says "my system is down also so what you want me to do. I can't even cancel your account. You need to just suck it up." hmmm 4real? I am going to post my story every place I can and If you are looking for a company don't go to them. Please..

**Joplin T-Mobile** · 07-15-2012, 01:04 AM

Do a Google search for "T-Mobile Executive Relations". That will reveal names and email addresses of T-Mobile executives who can get things done fast.

I had to do this several years ago trying to get a Sidekick II replaced under warranty. T-Mobile apparently lost it upon receipt. I called for weeks to only get a "we're still investigating" response. An email to one of their Executive Relations folks had the replacement in my hands within two days.

**DRNewcomb** · 07-15-2012, 05:11 AM

Have you considered writing them a business letter?

**newguy78** · 07-15-2012, 06:37 AM

Pretty much all the systems were down late last night/evening depending on where you live in the country. I understand its a huge set back, but really there isn't anything a rep or sup or manager would've been able to do. Calls start building up in the que, and when they do come back online, there are hundreds of calls waiting, a rep can't go into after call to place a call that will most likely last over 5 minutes, when the company frowns on the rep for having over avg. 2 seconds of after call per call. If they use an outside line to call you back (not auto in) hurts their compliance.

I'm sure they asked you to call back later did they not? It should be a law mandating everyone to work a call center, retail, and restaurant job at least once in your lives. This world we be a better place.

**MasonDoctorJT** · 07-15-2012, 07:38 AM

Originally Posted by Lynn1976

I asked to speak to the cancelation department she read my notes and says "my system is down also so what you want me to do. I can't even cancel your account. You need to just suck it up." hmmm 4real? I am going to post my story every place I can and If you are looking for a company don't go to them. Please..

I guarantee that's not how the rep spoke. I've been worth T-Mobile 11 years and dealt with there cs just a couple weeks ago, and it is still great. And every time I see an experience like this it makes me wonder what was really said, and if the person posting the story gets along with anyone.

Sent from my HTC_Amaze_4G using HowardForums

**ilvla2** · 07-15-2012, 07:52 AM

Originally Posted by MasonDoctorJT

I guarantee that's not how the rep spoke. I've been worth T-Mobile 11 years and dealt with there cs just a couple weeks ago, and it is still great. And every time I see an experience like this it makes me wonder what was really said, and if the person posting the story gets along with anyone.

Sent from my HTC_Amaze_4G using HowardForums

So, you don't even know the guy, and was not on the phone during the call, and you are already know so much you can call him a liar? That's not cool, not cool at all mi amigo.

CS Reps are gods and never make mistakes, I forgot, sorry.

**MasonDoctorJT** · 07-15-2012, 10:49 AM

Originally Posted by ilvla2

So, you don't even know the guy, and was not on the phone during the call, and you are already know so much you can call him a liar? That's not cool, not cool at all mi amigo.

CS Reps are gods and never make mistakes, I forgot, sorry.

So you believe the rep said that? Fine. But there is 2 sides to every story, and you're only hearing one. You're right, I don't know the op, and neither do you, but I am familiar with T-Mobile cs, And from my personal experience over 11 years. I believe that the op was not spoken to that way. That's all I'm saying.

Sent from my HTC_Amaze_4G using HowardForums

**alanbot** · 07-15-2012, 11:03 AM

@Lynn1976

I know exactly what you mean about bad customer service. I was recently a new T-Mobile customer and left after 2 weeks. I joined and ordered an HTC Amaze during their Father's Day Promotion. The phone was defective. It overheated badly and become hot. All I wanted to do was to return the phone and get a replacement.

The phone was returned and I talked to a rep and ordered a replacement Amaze. A few hours later I received a call from a supervisor telling me that the Amaze was no longer available and that I would have to order another replacement phone. BTW - If you look online the Amaze is still available. So I ordered an HTC One S. The CSR told me don't worry we'll take care of you we'll order the replacement blah, blah, blah. However the replacement never came and after a series of more phone calls to order the One S and more discoveries that the phone was never ordered through follow up calls. I called four times to order my One S and everytime I called to follow up on the order I discovered that the phone was never ordered when I was told it would be, "We apologize. Don't worry, we'll take care of you. We .will order the phone, blah, blah, blah"

So I left TMO after 2 weeks and went to AT&T. You would think that returning a defective phone for a replacement should be an easy thing to do but apparently at TMO its very difficult.

**newguy78** · 07-15-2012, 06:03 PM

Originally Posted by alanbot

@Lynn1976

The phone was returned and I talked to a rep and ordered a replacement Amaze. A few hours later I received a call from a supervisor telling me that the Amaze was no longer available and that I would have to order another replacement phone. BTW - If you look online the Amaze is still available.

You are aware because of Apple, we couldn't import the Amaze for several weeks right? Just one page of proof http://www.gottabemobile.com/2012/05...oming-to-some/ This was around the time of the father's day promo.

**Kies** · 07-15-2012, 07:11 PM

I've never been talked to like that by any T-Mobile rep, I'm sure you weren't 100% rosy and the rep just told you to deal with it because you were being completely reasonable.

**alanbot** · 07-21-2012, 02:00 AM

Originally Posted by newguy78

You are aware because of Apple, we couldn't import the Amaze for several weeks right? Just one page of proof http://www.gottabemobile.com/2012/05...oming-to-some/ This was around the time of the father's day promo.

The Amaze was always on the Website. It was never taken down. Even though I was told that it was no longer available.

**Lynn1976** · 07-22-2012, 10:37 PM

[QUOTE=MasonDoctorJT;14865204]I guarantee that's not how the rep spoke. I've been worth T-Mobile 11 years and dealt with there cs just a couple weeks ago, and it is still great. And every time I see an experience like this it makes me wonder what was really said, and if the person posting the story gets along with anyone"

I get along with everyone. Items its funny to me that you can judge me and not know me. If everyone at T-Mobile is so great why did they score the worse on customer service
Of the major cell company's. When I see post like yours makes me wonder how long you worked for them? All I want is a working phone I don't think that's to much to ask for

**newguy78** · 07-31-2012, 06:54 PM

Originally Posted by alanbot

The Amaze was always on the Website. It was never taken down. Even though I was told that it was no longer available.

The Amaze was removed from the website, my.tmo, and the upgrade tool reps use for a period of time, during that period, the website read "out of stock".

edit: Now it's common for a phone to show up as avail. on tmobile.com but not avail for upgrades. Even supervisors and managers can't override that.