JD Powers Awards T-Mobile For Best Customer Service

For the second consecutive year T-Mobile has been awarded the highest ranking by JD Powers for the best customer service in wireless. This is just one of many JD Powers awards T-Mobile has decorating the shelves in Bellevue and we suspect there are more on the horizon.

While some of you find yourselves longing for a deeper selection of handsets it’s hard to argue that customer service in the wireless industry isn’t chock full of trouble. Frustration and anger are often hand in hand with calling about a billing problem, upgrade date or any of the other thousands of reasons people call in. It’s nice to see that T-Mobile takes the time and consideration to emphasize that customer service is just one part of keeping a customer happy. Good job Tmo!

T-Mobile Twitter

T-Mobile Tops Ranking in Wireless Customer Service

For Second Consecutive Time

BELLEVUE, Wash.Feb. 3, 2011 — T-Mobile USA today was awarded the highest ranking for the second consecutive time in J.D. Power and Associates’ 2011 Wireless Customer Care Performance StudySM — Volume 1.

“We are honored to be the wireless industry’s highest ranked customer service provider, and this is especially rewarding because it’s based on direct customer feedback,” said Brian Brueckman, senior vice president, direct to customer, T-Mobile USA. “Our customers know that when they contact T-Mobile, our employees work hard to earn and keep their trust as we help them fully enjoy their experience with T-Mobile’s innovative products and services, backed by America’s largest 4G network.”

The J.D. Power and Associates study measures customer satisfaction with the service they received using the automated response system (ARS), ARS combined with live customer service representative assistance, as well as in retail stores and online. Among the four major U.S. wireless carriers, T-Mobile ranked highest and significantly above the national average.

The results announced today reinforce T-Mobile’s track record as an organization with a strong focus and commitment to providing an outstanding customer experience on the phones, in stores and online athttp://www.t-mobile.com. The study found the following:

  • T-Mobile is the highest-ranked among all wireless providers in overall customer care performance, with results significantly better than the industry average
  • On the phones, T-Mobile ranks first and significantly better than the national average when a customer speaks to a representative either immediately or after being transferred via ARS
  • For customers seeking help online, T-Mobile leads all wireless providers and performed significantly better than the industry average

The 2011 Wireless Customer Care Performance Study—Volume 1 is based on responses from 9,755 wireless customers who had a customer care experience within the past six months. Online interviews were conducted between July and December 2010.

Acclaim for T-Mobile’s customer experience also extends to retail stores, where J.D. Power and Associates has recently ranked T-Mobile highest in its Wireless Retail Sales Satisfaction StudySM for the third consecutive time.

More information about J.D. Power and Associates studies can be found athttp://www.jdpower.com.

About T-Mobile USA

Based in Bellevue, Wash., T-Mobile USA, Inc. is the U.S. wireless operation of Deutsche Telekom AG. By the end of the third quarter of 2010, approximately 130 million mobile customers were served by the mobile communication segments of the Deutsche Telekom group — 33.8 million by T-Mobile USA — all via a common technology platform based on GSM and UMTS, the world’s most widely-used digital wireless standards. Today, T-Mobile operates America’s largest 4G network, and is delivering a compelling 4G experience across a broad lineup of leading devices in more places than competing 4G services.  T-Mobile USA’s innovative wireless products and services help empower people to connect to those who matter most. Multiple independent research studies continue to rank T-Mobile USA among the highest in numerous regions throughout the U.S. in wireless customer care and call quality. For more information, please visit http://www.T-Mobile.com. T-Mobile is a federally registered trademark of Deutsche Telekom AG.  For further information on Deutsche Telekom, please visit www.telekom.de/investor-relations.

For more information about T-Mobile’s 4G products, please visithttp://www.t-mobile.com.

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  • Anonymous

    It’s good to know the decent CS is here.

  • http://cosmicbreeze.tumblr.com/ DtheArtist

    We’re still 1 of thee best overall!

  • Lee

    Hello. It’s nice to see Tmo recognized. Btw, I know its off topic but today is my bday, and with all of the situations going on in the world, it is nice to see that companies like tmo do recognize you on your birthday.

    • AnonyMouse

      Happy Birthday!

    • AnonyMouse

      Happy Birthday!

    • AnonyMouse

      Happy Birthday!

  • Wilma Flintstone

    I’m glad to know personally that Tmo has good CS. JD Power doesn’t have much credibility in my book though because they also gave AT&T’s U-Verse #1 in tv service.

  • Wilma Flintstone

    I’m glad to know personally that Tmo has good CS. JD Power doesn’t have much credibility in my book though because they also gave AT&T’s U-Verse #1 in tv service.

  • Wilma Flintstone

    I’m glad to know personally that Tmo has good CS. JD Power doesn’t have much credibility in my book though because they also gave AT&T’s U-Verse #1 in tv service.

  • http://www.facebook.com/profile.php?id=684265587 Invadr Phlegm

    Yeah, they do just keep winning these. People ask me all the time why I am a dedicated Tmo customer (as if the company was the source of leprosy or something). But the service to the customer speaks for itself. And over the past decade, Tmo has won so many of these things, they may as well call it JD Power’s Tmo Award, and be done with it.

  • HEAVYFLY89

    T-mobile pays JD Power to say that because we all know that t-mobile’s customer care has seriously declined. The waits are longer, the towers are weaker, and the majority of them lack cell phone knowledge!! Also outsourcing is getting out of control. T-mobile customer care SUCKS

  • HEAVYFLY89

    T-mobile pays JD Power to say that because we all know that t-mobile’s customer care has seriously declined. The waits are longer, the towers are weaker, and the majority of them lack cell phone knowledge!! Also outsourcing is getting out of control. T-mobile customer care SUCKS

    • AnonyMouse

      If JD Power takes bribes than how come VZW is not always on top since they have the larget budget…and why is ATT ranked by other research groups as the lowest rated customer service.

      Im sorry you had a bad experience, but the truth is that T-Mobile is the best customer service out there for a wireless company. I know that ATT only puts about 10% weight to their agent scores for their customer service call quality checks. There is always room for improvement, but even stating they outsource when T-Mobile has taken it upon themselves to limit outsourcing as much as possible. Its not all in the US, but they outsource less than most others because they want to keep the USA part of Tmobile USA

    • AnonyMouse

      If JD Power takes bribes than how come VZW is not always on top since they have the larget budget…and why is ATT ranked by other research groups as the lowest rated customer service.

      Im sorry you had a bad experience, but the truth is that T-Mobile is the best customer service out there for a wireless company. I know that ATT only puts about 10% weight to their agent scores for their customer service call quality checks. There is always room for improvement, but even stating they outsource when T-Mobile has taken it upon themselves to limit outsourcing as much as possible. Its not all in the US, but they outsource less than most others because they want to keep the USA part of Tmobile USA

      • HEAVYFLY89

        verizon doesnt pay for such non-sense!! Their network speaks for itself. Tmobile however, have been losing large amount of customers since january 2010!! so they come up with these little perks to sell free phones just to gain more customers. IT HAS FAILED due to network issues and customer service! Reps are dumber than ever now and they only read from a script! Its hard for a customer but its even harder for a retail sales employee who is calling on behalf of their customer!! I DONT TAKE JD POWER SERIOUSLY NOW because if T-MOBILE had the best customer service, then they wouldn’t be DEAD LAST out of the big 4 carriers!!!

        • AnonyMouse

          You like to talk a lot like you know what you are saying….however is verizons network spoke for itself then why wouldnt they also want to be ranked higher. The ranking doesnt show that vzw network speaks for itself, the ranking shows that customer interactions are “speaking for themselves”. Not to mention that JD Power is based off customer feedback and independent testing.

          As far as churn since Jan 2010…show your work and show your work compared to net gain and other companies. You cant just say something and spew out a number, cause I could just say “Since July 2010 T-Mobile has been gaining customers!” and without somehow giving more info then there is little to validate my claim.

          As far as reps being dumber. You do know that ATT doesnt even permit its agents to do certain troubleshooting that Tmobile agents have full access to do. Tmobile agents are definitely more trained than most other carriers. I think you may have just had one or two bad experiences, and it does happen.

          As far as “little perks”….ummm…you really think tmobile is the only one with marketing strategy. You are an idiot.

          Obviously “IT HAS NOT FAILED” considering T-Mobile’s 4G is kicking ass and customer service is getting high marks.

          Tmobile agents also dont read from scripts. I have never heard a script other than maybe them reading off terms and conditions…and thats understandable.

          Just cause someone is not as successful in sheer numbers, doesnt mean they dont have better service. There is a little hole in the wall restaurant here that doesnt even get close to a fraction of a percent of the business that McDonalds does,…..but would I say that their product and service is better…hell yes I would!!!

        • Anonymous

          T Mobile has the best customer service PERIOD.

          You Verizon fans (Sprint or ATT for that matter), try the following.

          You have an Android phone, and it breaks. So you get a replacement (bought or through insurance) and then ask your Verizon rep to help you restore your contacts. Seen this three times last year.. they will state. “we are sorry, we can’t recover nothing from your phone!!!!, but we can recover contacts Verizon has (generally very old data)…”. (The Bing issue and the fact that Verizon wants to push its services and charge you for them).

          On the other hand, a T Mobile rep, will ask you if you stored your information on Google, because if you have, you haven’t lost anything. They will help you log in. And if you do for some reason lose your data, they will make sure you understand its best to keep it with Google, as you will never lose it.

          The service, and promptness of the solution on T Mobile is 100% better than anything Verizon offers. And you don’t pay extra for it.

        • Anonymous

          T Mobile has the best customer service PERIOD.

          You Verizon fans (Sprint or ATT for that matter), try the following.

          You have an Android phone, and it breaks. So you get a replacement (bought or through insurance) and then ask your Verizon rep to help you restore your contacts. Seen this three times last year.. they will state. “we are sorry, we can’t recover nothing from your phone!!!!, but we can recover contacts Verizon has (generally very old data)…”. (The Bing issue and the fact that Verizon wants to push its services and charge you for them).

          On the other hand, a T Mobile rep, will ask you if you stored your information on Google, because if you have, you haven’t lost anything. They will help you log in. And if you do for some reason lose your data, they will make sure you understand its best to keep it with Google, as you will never lose it.

          The service, and promptness of the solution on T Mobile is 100% better than anything Verizon offers. And you don’t pay extra for it.

    • Jack

      If Tmobile outsourced so much, I wouldn’t have a job. They do outsource, but it depends on what department you are calling, and even if you get someone who has an accent, they can actually be located here in the U.S., they just might have an accent. And, when the centers are closed for weather related issues, such as they have been in the past few weeks, then of course the wait is longer. Less people to take calls. The CSR know theres been a wait, but it is nothing personally directed at you for having to hold for so long, and there is nothing they personally can do about it, besides hang up with you to take the next call even quicker.
      And for the cell phone knowledge, again, depends on the department you call. If you call a department strictly for Billing, then they will generally not be fully updated on all the new devices, unlike the Tech Dept that is. Plus, you know how many cell phones are sold by not only TMobile, but all other carriers, I bet you couldn’t name them all, know them all, and fix them all. Maybe the new devices, but there are customers who are still sporting phones from 7 years ago. Seriously.

    • Jack

      If Tmobile outsourced so much, I wouldn’t have a job. They do outsource, but it depends on what department you are calling, and even if you get someone who has an accent, they can actually be located here in the U.S., they just might have an accent. And, when the centers are closed for weather related issues, such as they have been in the past few weeks, then of course the wait is longer. Less people to take calls. The CSR know theres been a wait, but it is nothing personally directed at you for having to hold for so long, and there is nothing they personally can do about it, besides hang up with you to take the next call even quicker.
      And for the cell phone knowledge, again, depends on the department you call. If you call a department strictly for Billing, then they will generally not be fully updated on all the new devices, unlike the Tech Dept that is. Plus, you know how many cell phones are sold by not only TMobile, but all other carriers, I bet you couldn’t name them all, know them all, and fix them all. Maybe the new devices, but there are customers who are still sporting phones from 7 years ago. Seriously.

  • HEAVYFLY89

    T-mobile pays JD Power to say that because we all know that t-mobile’s customer care has seriously declined. The waits are longer, the towers are weaker, and the majority of them lack cell phone knowledge!! Also outsourcing is getting out of control. T-mobile customer care SUCKS

  • HEAVYFLY89

    T-mobile pays JD Power to say that because we all know that t-mobile’s customer care has seriously declined. The waits are longer, the towers are weaker, and the majority of them lack cell phone knowledge!! Also outsourcing is getting out of control. T-mobile customer care SUCKS

  • Ghuayu

    T-mobile rocks!!!!!!

  • Madison

    When you working on a phone for 4 days a week 10 hours a day, talking to over 80 people a day, pressure to keep your stats high and CRT down its nice to know the customers are happy for it. On the few times we do not win this award it is a huge blow to even your average CSR. We try hard to resolve all issues and want to see that customer happy. For all the hard calls it only takes the one customer that say, “Thank you so much. This is why I have been with you guys for so long.” to make a rough day 110% better. Thank you to the customer for seeing our hard work. Thank you for being part of our family.

    • Blabla

      being a CSR fucking sucks is all I have to say. I quit after 4 months.

    • Blabla

      being a CSR fucking sucks is all I have to say. I quit after 4 months.

  • oh really?

    Not basd on my experience. It was more like talking to a car salesman than actual customer service. It used to good but not now.

    • mt4g

      ya, cs has been going down hill since november/december last year. the reps seem to care more about pushing add ons than actually solving my problems.

      • AdrianG2

        Lol I called the other day just to get an unlock code for my XT and the lady was really trying to sell me wireless tether for my G2. Im like no thanks if it doesn’t raise the 5gb cap.

      • CSR_rep

        You are right, all they want from us is to push sales, sales, sales. Everyday I come across accounts where reps add features to customer’s accounts without their permission, reps not removing features as asked, reps giving false information about free 30 day trials. Working as a CSR does suck! Managers don’t get on us about our quality much lately, it’s only sales & CRT…

        • nam

          At this rate, maybe Verizon will be appointed #1 next year by JD Powers without Verizon doing anything. TMo’s customer service has steadily been declining. I guess it’s because their reps are being forced to be salesmen.

        • TMo No Mo

          i had that happen to me. after firmly saying no several times to the csr, i find out on my bill i have to pay for some service because the trial has ended. of course, i didn’t know i had a trial until it was too late. if this keeps up, i’ll be switching to verizon for their iphone. if i’m going to have bad customer service anyway, i might as well get a phone that i want.

          #1 customer service my ***.

      • CSR_rep

        You are right, all they want from us is to push sales, sales, sales. Everyday I come across accounts where reps add features to customer’s accounts without their permission, reps not removing features as asked, reps giving false information about free 30 day trials. Working as a CSR does suck! Managers don’t get on us about our quality much lately, it’s only sales & CRT…

    • mt4g

      ya, cs has been going down hill since november/december last year. the reps seem to care more about pushing add ons than actually solving my problems.

  • oh really?

    Not basd on my experience. It was more like talking to a car salesman than actual customer service. It used to good but not now.

  • Quattrocoupe

    Customer Service is why I have been with T-Mobile for over 8 years. Simply fantastic!!

    • Antbankz23

      going on 5yrs,there service is one of the main points why i have and stay with them!

  • opiapr

    Only the Verizon and At&t fans believe that becouse they pay more they get better anything. Good Job T

  • opiapr

    Only the Verizon and At&t fans believe that becouse they pay more they get better anything. Good Job T

  • money maker

    dude, i use to be an att/cingular customer once in my life and will never go back. poor service. those guys jack my money when we already made payment arrangements and next thing you know they shut off my phone and demanded me to pay to restore my phone. i was like F u guys im leaving. then came along sprint and boy everytime you walk in, no hello’s and there’s like 5+ employees standing around doing nothing but stare at their PC. they also have this long list which they never get to until 2hrs later, and also my bill was never consistent. so i left sprint and met TMOBILE. the rep sold me on the G1 at that time and i quickly switched without a heart beat. Good job Tmo.

    • money maker

      O yea btw, there’s always 1-3 reps in the store and they can handle 10 customers at a time. thats how good the service is with Tmobile. VZW is too expensive for very little quantity, too bad dumb customers are blind to see that.

    • money maker

      O yea btw, there’s always 1-3 reps in the store and they can handle 10 customers at a time. thats how good the service is with Tmobile. VZW is too expensive for very little quantity, too bad dumb customers are blind to see that.

  • Antbankz23

    i agree tmob has the best customer service,whenever i have an issue with service or phones they dont give me the run around saying they cant do anything,tmob will try to make me happy one way or another with credited discounts or phone replacements,you name it!

  • Kle317

    Tmo use to be awesome but now every time I call I’m surprised at how unknowledgable (purposely or not) the csr’s seem to be . They never know what I’m talking about, there is never anyone else I can talk to, I should go to a retail store and maybe they can help, etc., etc., etc. I never get any satisfaction from them , just the runaround.

  • denSMSgt

    after sprint’s beyond terrible customer service (lip service of we help the customer but really all we care about is low call time), and at&t corporates just plain no respect for their customers, I must say how impressed I have been every time I have called into TMO. I never feel like they’re reading from a script, they’re helpful and seem sincere. I appreciate it TMO! Only one retail employee has been lame so far… if only you had better coverage in the sticks to go along with your stellar customer service and bigger city 3G and H+ coverage where it exists… Keep improving guys, y’all are on the right track!

    • Tmorules

      It’s because we aren’t reading from a script. Our interections with you are genuine and they never have anything scripted for us. I work for tmo and I love it.

  • http://twitter.com/Tito_1 Felipe Zamora

    T-Mobile has the BEST CS ever . . Hands down. . .

    There are bad shits, and stupid people in every CS of a company but T-Mobile has a vast majority of awesome helpful people, unlike At&t or Verizon who have quite the opposite, where the helpful people are the minority.

  • Aerofanbig

    I think the people who say Tmo CS sucks just didn’t get what they wanted from a phone call….like faking a cancel to get an early upgrade or a huge discount on services. Those tend to be the people who cry foul the loudest thinking it will help them. This is basically a temper tantrum lol. I have had ZERO problems with CS and I’ve been here since back in the Voice Stream days with Jamie Lee! I have friends with other carriers, and I have heard countless tales of billing issues, over charges, lack of coverage, horrible CS, so on and so forth. Verizon didn’t put a request in on my friends account he wanted, something with the old LG Chocolate, they didn’t turn it off (forget exactly what it was, something with data/media) and he ended up with an 1800$ bill and they refused to budge on it, which is lame because he asked for that service to be turned off. Anyways, Tmo rocks, if you really think its so horrible by all means, go to another carrier. Thats one less person on our network :D

  • Anonymous

    I love TMo CS. I’ve been with them since the early part of VoiceStream. Whenever I call they’re always very helpful and don’t sound like they’re being bothered by you. Last time I called them they calculated the best pricing for me for the family plan. Also if your plan is higher than the present promotion they will switch you over to the lower promotional plan. As long as you talk to them clearly and to the point your message will be more understandable. The only con is that they cut back their CS hours.

  • jjm

    JD Power and Associates should take this award away. Apparently they never had to deal with T-Mobile’s customer service. I have spent the last 6 months working with their technical support for a failure to receive any signal in an area I was specifically told by the sales representative would have good service and after 6 months of providing pretty much no assistance their solution to me was cancel your plan for $200 per phone. Further out of the 30+ calls I have made to T-Mobile only one time did they ever call me back even though I was told I would receive a call back within 72 hours every single time.

    • Mamabird125

      Their customer service totally sucks.. The company used to have great service now if you have a problem you can only get a person who does not speak ENGLISH …. duh this company was gutted.

  • Tmobile Sucks

    wow i work for tmobile and the CUSTOMER CARE REPRESENTATIVE asked me was the MYTOUCH 4G a T-mobile phone? SERIOUSLY?!?!?!? I CANT WAIT TO QUIT THIS DUMB COMPANY!!! UGH TMOBILE IS GARBAGE!!

  • Mossieone

    I’ve been with tmo since they were voicestream and I’ve always loved them. However after needing to replace a damaged phone and finding that they seem to be getting rid of anything that isn’t a smart phone and requiring web access for most of the phones really irritated me. And for the second time the plan I’m on is no longer available, so if I change it I can’t go back.

  • Tired

    They won’t win anymore awards if they don’t stop pressuring CSRs over sales figures. It creates an environment where bad reps win because they add features customers don’t want, and then good reps get the boot because they remove those features for unsatisfied customers.

  • Junk

    this time they will not get it as they have changed customer service to some other country..

  • Junk

    this time they will not get it as they have changed customer service to some other country..

  • Ppitts751

    I have had Tmobile service since 2000 when they were still Voicestream. I thought they had the best customer service of any company out there. The customer service reps were always helpful and friendly and best of all were Americans. After reading that Tmobile was merging with ATT I  decided to renew my contract one more time. I thought since it was supposed to take at least a year to be approved, surely we could get through one more contract with no problems. Wrong! Because my mother was very ill and my father in law had just had a stroke we decided to move our family and our business back to our hometown. Since it was going to be a gradual move we decided to change one of our phones to a number that would be local to that area to start making business contacts. We chose my phone. We had 1000 business cards printed and paid for $1600 for advertising using my new number. We didn’t find out until my birthday when my father in law tried to call from our soon to be hometown to wish me happy birthday that the reason we weren’t getting any calls from our advertising was because Tmobile had given me a long distance number. Since we already had an ad out and a thousand business cards we couldn’t very well change my number at that point so I called Tmobile, explained the whole situation and changed my son’s phone number to a local number. Stupid me, thinking since I explained it all to Tmobile that they would get it right the second time around, didn’t check to make sure my son had a local number before doing more advertising. Once again, we were given a long distance number. At that point our only option was to get another phone line. So I called Tmobile, went through the whole story again and explained that I had to have a local number. Once again they gave me a long distance number but I caught it that time before advertising our businss and called Tmobile back and somehow managed to reach someone who could figure out how to get us a local number. So now, we’re all set. Right? Wrong! We received our new statement only to discover that they had tacked a data plan onto the new line. I called and tried to cancel but they said it had been over 14 days and I should have called before the time was up. I explained that I had no reason to call and cancel because I didn’t add it to the line to start with and had not idea they had. They said there was no way they would take the data plan off because I had a contract. I asked them to prove to me that I agreed to a data plan but they refused. TMobile has cost us a fortune in lost business over the last 6 months. Of course I didn’t mention that every single time I have had to call them I have had an hour to 2 hour wait to get through to someone in India who has no clue what I’m talking about. I am right now looking at plans with Sprint and Verizon and I will pay the thousand dollars it is going to cost me to cancel my contract and switch to another carrier because I will not deal with this company any longer. And that’s such a shame because they were a terrific company not so long ago.

    • ItsMichaelNotMike

      Thanks for taking the time to post this. It is a common horror story with T-Mobile and is evidence why outsourcing customer service to an offshore center is never a good idea. IMO doing such shows a company is on the decline and failing.

      Since Google picks up these pages I want to re-post your comment with paragraph breaks so that people will read it (it is long and detailed, I think it important that people see just how bad a company T-Mobile has become because if its shoddy customer service. (I am archiving your post to include in my book that has a chapter on good customer service and that one must always treat the customer like he is a king. This of course is contrary to T-Mobile employees who post in here, who say that the customer is the enemy.)

      Sidenote: I have my own horror stories about T-Mobile customer service and it is the reason I finally took my two lines and left T-Mobile. While I was a small account (only paid them about $25,000 over the seven years I was with them), if enough people like us leave, that adds up.

      Now your post with paragraph breaks. (If you can edit your post to be more readable, that would be great.)
      _________________

      I have had Tmobile service since 2000 when they were still Voicestream. I
      thought they had the best customer service of any company out there.
      The customer service reps were always helpful and friendly and best of
      all were Americans.

      After reading that Tmobile was merging with ATT
      I  decided to renew my contract one more time. I thought since it was
      supposed to take at least a year to be approved, surely we could get
      through one more contract with no problems. Wrong!

      Because my mother was
      very ill and my father in law had just had a stroke we decided to move
      our family and our business back to our hometown. Since it was going to
      be a gradual move we decided to change one of our phones to a number
      that would be local to that area to start making business contacts.

      We
      chose my phone. We had 1000 business cards printed and paid for $1600
      for advertising using my new number.

      We didn’t find out until my
      birthday when my father in law tried to call from our soon to be
      hometown to wish me happy birthday that the reason we weren’t getting
      any calls from our advertising was because Tmobile had given me a long
      distance number.

      Since we already had an ad out and a thousand business
      cards we couldn’t very well change my number at that point so I called
      Tmobile, explained the whole situation and changed my son’s phone number
      to a local number. Stupid me, thinking since I explained it all to
      Tmobile that they would get it right the second time around, didn’t
      check to make sure my son had a local number before doing more
      advertising. Once again, we were given a long distance number.

      At that
      point our only option was to get another phone line. So I called
      Tmobile, went through the whole story again and explained that I had to
      have a local number. Once again they gave me a long distance number but I
      caught it that time before advertising our businss and called Tmobile
      back and somehow managed to reach someone who could figure out how to
      get us a local number. So now, we’re all set. Right? Wrong!

      We received
      our new statement only to discover that they had tacked a data plan onto
      the new line. I called and tried to cancel but they said it had been
      over 14 days and I should have called before the time was up. I
      explained that I had no reason to call and cancel because I didn’t add
      it to the line to start with and had not idea they had. They said there
      was no way they would take the data plan off because I had a contract. I
      asked them to prove to me that I agreed to a data plan but they
      refused.

      TMobile has cost us a fortune in lost business over the last 6
      months. Of course I didn’t mention that every single time I have had to
      call them I have had an hour to 2 hour wait to get through to someone in
      India who has no clue what I’m talking about.

      I am right now looking at
      plans with Sprint and Verizon and I will pay the thousand dollars it is
      going to cost me to cancel my contract and switch to another carrier
      because I will not deal with this company any longer. And that’s such a
      shame because they were a terrific company not so long ago.