Newest JD Power Customer Care Study Places T-Mobile Dead Last!!

[storm72]

I jumped ship in March after 6 1/2 years. They just seemed to trying to fail in order to prove a point about the failed AT&T merger.

I couldn't agree more. We're jumping ship once our contract is up in a few months after eight years with TMo. A once rock solid network is now quite unreliable in the areas I need it most, and has been post-failed AT&T merger. DT seems to be doing the bare minimum to keep the lights on.

[carpetshark]

I've had no problems with TMO. I like the value plans since I can get the phone I want, from Amazon, unlocked and not have to deal with a subsidy. The coverage has improved where I go.

I also have one user who wants voice only and not having to add data to all lines in a family plan is great.

I don't and won't participate in social networking since I have no interest in what someone else is doing, and I expect them to have no interest in what I'm doing. I prefer a forum for a particular subject.

[ratdog07067]

FWIW, I joined T-Mo prepaid about a month ago (gave up on Sprint) and have had to call CS twice (once to port in a number and once with a plan change question). Both times the person I spoke with was extremely helpful and knew exactly how to take care of what I was calling about.

[Wireless Junkie]

Not sure whats going on but I am on a value plan postpaid and Customer care is HORRIBLE along with technical support. They can't understand anything you are saying and sound like they are reading from a script, not something that is very helpful because they don't listen to anything you are saying.

I like knowing when I call Verizon I am not getting someone outsourced to another country. And no I am not judgmental, I am from Europe, but have adapted Americanized english as my first language and it makes a huge difference trying to get information across.

[Antenna]

Not sure whats going on but I am on a value plan postpaid and Customer care is HORRIBLE along with technical support. They can't understand anything you are saying and sound like they are reading from a script, not something that is very helpful because they don't listen to anything you are saying.

I like knowing when I call Verizon I am not getting someone outsourced to another country. And no I am not judgmental, I am from Europe, but have adapted Americanized english as my first language and it makes a huge difference trying to get information across.

No, when you call verizon you get someone who is desperately trying to upsell you on Share everything, feeding you all sorts of lies to dupe you into ditching your legacy plan....in perfect English. Not better, considering how much more I pay for VZW than T-Mo, its sad


Sent from my HTC Amaze 4G

[MasonDoctorJT]

I couldn't agree more. We're jumping ship once our contract is up in a few months after eight years with TMo. A once rock solid network is now quite unreliable in the areas I need it most, and has been post-failed AT&T merger. DT seems to be doing the bare minimum to keep the lights on.

You do realize they are doing all kinds if upgrades, which sometimes temporarily causes network problems. But go ahead and switch. Same thing happens to other carries, just read through their forums.

Sent from my HTC_Amaze_4G using HowardForums

[Wireless Junkie]

No, when you call verizon you get someone who is desperately trying to upsell you on Share everything, feeding you all sorts of lies to dupe you into ditching your legacy plan....in perfect English. Not better, considering how much more I pay for VZW than T-Mo, its sad


Sent from my HTC Amaze 4G

If you heard the things T-Mobile has said to me. That's just corporations period. Including Verizon

Sent from my HTC EVO 4G LTE on Sprint

[Danny4G]

The results are embarrassing to say the least. The public shame should motivate management to rethink their CS stategy including offering high level self help options online that allow customers to remedy things in real time.

Mergers and buyout's really mess things up for large companies like T-Mobile USA.

[Scottish Skyedance]

Wirelessly posted (Samsung Galaxy Nexus: Mozilla/5.0 (Macintosh; U; Intel Mac OS X 10_6_3; en-us) AppleWebKit/533.16 (KHTML, like Gecko) Version/5.0 Safari/533.16)

There are two critical things must be done now:
Bring back the CS as it was.
Expand HSPA and future Cat 10 LTE.

Can T-Mobile be "The Most Consumer-Friendly 4G" like it used to be?

[Wireless Junkie]

The results are embarrassing to say the least. The public shame should motivate management to rethink their CS stategy including offering high level self help options online that allow customers to remedy things in real time.

Mergers and buyout's really mess things up for large companies like T-Mobile USA.

Yes! Thankfully I don't have many issues where I need to call CS. But their self help options are kinda limited compared to their competitors. I like Sprint's tool built into their newer android's, where when you call 611 or *2 for help, an automated app comes up first and does some network diagnostics and other also brings a list of self help options for your handset. T-Mobile should come up with that too!

[JamesMac]

I like Sprint's tool built into their newer android's, where when you call 611 or *2 for help, an automated app comes up first and does some network diagnostics and other also brings a list of self help options for your handset. T-Mobile should come up with that too!

My Galaxy S 4G had that.... I hated that thing!!!!

[danska]

My amaze had that too. You dial 611 and a milisecond later you hear the T-Mobile gingle at full volume. Annoyed me to no end.

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[terryjohnson16]

Had that annoying junk on my GS2 when it had gingerbread. Now that it has ics, tmobile removed it.

I hated it.

Sent from my SGH-T989 using HowardForums

[terryjohnson16]

The results are embarrassing to say the least. The public shame should motivate management to rethink their CS stategy including offering high level self help options online that allow customers to remedy things in real time.

Mergers and buyout's really mess things up for large companies like T-Mobile USA.

I doubt things will get better anytime soon. The thought of ATT owning tmobile usa is still fresh in peoples minds. Failed or not. The damage has been done. Call centers closed, reps laid off, mis-information handed to customers, charging people migration fees etc. Tmobiles numbers clearly show it since they got rid of get more.

They wont see 1m+ net adds in a quarter until, they go back to their own love, and until they officially get the iphone.

Refarming only wont help. They should have been had pcs for hspa. Even when they first launched aws 3g.

We still havent heard any new refarming updates from tmobile. I wonder when they will get rid of the classic and value plans for good. Dont mean a name change like even more to classic.

Im surprised people actually buy phones from tmobile using the eip pricing structure. Its stupid.


Sent from my SGH-T989 using HowardForums

[Antenna]

I think T-Mobile is a little ahead of its time to have plans like Even More Plus and value. They make sense, bring your own device and save. But they where ahead....now with Verizon axing subsidy upgrades on unlimited, Tracfone and straight talk offering value plans for BYOD "bring your own device" it may catch on. But T-Mobile needs to omit the contract on Value, again, and educate its customers how/why its better, otherwise it appears confusing.

Sent from my HTC Amaze 4G