AT&T/T-Mobile Place Last In Consumer Satisfaction

The American Customer Satisfaction Index has scored AT&T and T-Mobile as the two lowest ranked wireless carriers when it comes to happy customers. One time last place carrier Sprint is now the highest ranked tied with Verizon. Sprint and Verizon both rate a 72 for for customer satisfaction in the ACSI survey which polled 8,000 households in the first quarter of 2011. T-Mobile scored a 70 down from a 73 last year and AT&T scored a 66 down from a 69 last year. AT&T suffered their worst score since 2006, the year before AT&T started it’s exclusive agreement to carry the iPhone. Both AT&T and T-Mobile’s score are within the surveys 3 point margin of error with T-Mobile being in the margin of Sprint and Verizon scores.

However, T-Mobile’s quarterly numbers show the real truth as the carrier struggles to add new customers amid takeover talks with AT&T. Yet AT&T with it’s low point total has seen very loyal customers and with reducing churn numbers AT&T maintains customers are happy. Of course a betting man would say it’s the iPhone that is making customers stay with AT&T and certainly not the quality of the network or customer service.

The highest ranked scores in the survey are smaller carriers like US Cellular and TracFone Wireless Inc scoring a 77 in the survey.

This is just more fuel for those who believe that matching up AT&T and T-Mobile is the wrong industry move. Two carriers with the lowest customer satisfaction are looking to match up and become one. Great idea.

Yahoo News via ASCI

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  • Anonymous

    Recall that I said months ago that I would be curious to see T-Mobile’s
    numbers post acquisition announcement, to determine if the news would
    have a negative effect on sales, employee behavior, attitude, morale,
    etc.

    I opined that T-Mobile’s sales, promotions and changes are a desperate
    attempt to stem the flow of customers to other carriers and/or cause
    prospective customers to pass on signing with T-Mobile. 

    I submit that the masses have turned their noses up in the air on both
    AT&T and T-Mobile and have rejected the idea of becoming an AT&T
    customer.  Look at this survey that just came out.  AT&T and
    T-Mobile placed third and fourth respectively.

    This coupled with T-Mobile Q1 2011 net loss of almost 100,000
    subscribers and assumed prospective customers lost (those who chose to pass on
    signing with T-Mobile) tells me T-Mobile is tanking big time. Put another way, T-Mobile
    has become the Sprint of old in 2011.

    Of course, this may not be a surprise to AT&T and T-Mobile since
    AT&T projected it will lose 8 million T-Mobile customers on the
    transition.  Question I have, however, was AT&T referring to losses
    AFTER the acquisition is approved, or was it taking into account
    T-Mobile’s losses post acquisition announcement in March 2011?

    Bonus Speculation: I wonder if there’s a contract term in the
    AT&T/T-Mobile deal that imposes penalties on T-Mobile if it loses X
    number of customers between announcement date and the date of the
    acquisition approval. Or does it even matter since AT&T and T-Mobile
    have accounted for subscriber losses and AT&T really does not care
    about the customers since they mostly want the spectrum not T-Mobile’s
    perceived whiny, cheapskate, “K-Mart shoppers.”

    Bonus Comment: Since this is a customer satisfaction index. Unlike JD
    Powers surveys, that IMHO a company can purchase the results, this is an
    independent study.  I submit that this does not bode well for T-Mobile.

    http://www.google.com/search?sourceid=navclient&ie=UTF-8&rlz=1T4GGHP_enUS430&q=ACSI+LLC.+pdf+T-Mobile+#q=ACSI+LLC+T-Mobile&hl=en&tbo=1&rlz=1T4GGHP_enUS430&biw=1266&bih=618&output=search&source=lnt&tbs=qdr:d&sa=X&ei=inHSTaFki86IAu7GoMcK&ved=0CAUQpwUoAg&bav=on.2,or.r_gc.r_pw.&fp=9651d7334bd74320

    • Anonymous

      Looks like you wrote that in poem format.

    • http://twitter.com/adomanico01 Anthony Domanico

      AT&T announced it was taking over T-Mobile on march 20th. With 10 days left in a quarter, I *HIGHLY* doubt the merger had anything to do with T-Mobile shedding customers, or with these reported satisfaction results.

      • http://tmonews.com David

        And yet you read it wrong, go get your Latte.

        • ob18

          He can’t they didn’t have any soy milk available. 

      • Anonymous

        I’ll admit my post was poorly written (choppy, rambling).  It is what it is.  No excuses, but an explanation: it was my first blog comment, commenced at 5:00 am here in Pacific Daylight Time, before I have even had a coffee.

        Anyway, I did NOT say that the acquisition announcement was the reason for the results, albeit I did say the acquisition will have a negative impact on keeping customers and getting new ones.  In other words, that parts about T-Mobile and the acquisition is crystal balling.

        • ob18

           Skip the coffee just go back to sleep. 

  • Commander Fury

     When you can bundle land line services like land phone , internet , & television , Uverse or somehow  Directv or Dish , along with a wireless phone plan how can your customers not be more ” loyal ” . AT&T has a stranglehold on them . Oh yeah and how are you not entering monopoly status ? How did Directv & Dish end up in their bundling packages?  This will be a raw for us .

    • MIKEEEEE

      i’m lucky, only things att has where i live is dial up, 2 bars and edge.

      they keep mailing me hustles about how great they are. 

  • MIKEEEEE

     ever try to talk to a rep lately?

    hold time used to be a couple of minutes at most.

    now, your battery will go dead first.

    i’m buying a verizon DROID on ebay, going on a month to month plan and i’m goin’ to take them on a 90 day test drive.

    if it pans out, my 4 lines with data are gone.

    i refuse to go to a so called 4-g carrier who’s nearest 3-g tower is 40 miles away.

    • ob18

      I have no issues talking to a rep.  However if you call during the parts of the day typical of many people being awake and calling of course it will take longer to reach a rep.  

      • MIKEEEEE

        on 2 days a week i’m a 24 hour person.

        i’ve called at 6am and at midnight, no luck.

        don’t think i’m just a passing whiner, i’ve been here since july, 2001 and will stay as long as i can.

         

        • android ftw

          Being a worker there we are slowest at 10-12 est 2-5 any other time is busy. You have to know that corporate america gets of at 5 est time and so forth with the other time zones and yesterday was just busy.

      • http://twitter.com/WillieFDiazSF William Diaz ?

         Actually longer hold times are directly associated with a downsized workforce and T-Mobile changing things up means that more people are calling in to discuss options when their service starts to degrade. Much like Sprint had the longest hold times in the industry at one point… All because of the above.

    • http://pulse.yahoo.com/_VGQMRQOQYPZHFOGRIZ53F646KU Not ice_fusion.

      Yeah. I called a rep yesterday. Was very surprised at the one minute hold time. Used to be less than that. 

  • Anonymous

    Is it true that all carriers are getting an iphone 4s?

    • Anonymous

       Seems like its leaning in that direction with the recent information.

    • WWWYKI!

      Hopefully it’s true. Choice is good for everyone. Apple shot themselves in the foot when they released the iPhone on only 1 carrier. If they released it universally, I’d be a iPhone fanboy today. Since they didn’t, I became an Android fanboy. To the topic at hand…almost everyone I know that’s on AT&T are on it because of the iPhone & most of those people said they’ll switch to Verizon when their contract is up. They constantly get dropped calls and AT&T customer service isn’t great, so I can see why they are last in customer service

      • Rick

         Scarcity drive up prices.  Artificial scarcity works just fine, the cause is not important.  Apple has handled the iPhone marketing brilliantly. 

        Watch as they release it to all carriers, and it becomes each carrier’s top seller.  The only thing Apple has to fear is manufacturing capacity.  They can sell all they can make.

        And that, my friend, is victory. 

      • Rick

         Scarcity drive up prices.  Artificial scarcity works just fine, the cause is not important.  Apple has handled the iPhone marketing brilliantly. 

        Watch as they release it to all carriers, and it becomes each carrier’s top seller.  The only thing Apple has to fear is manufacturing capacity.  They can sell all they can make.

        And that, my friend, is victory. 

        • Anonymous

           They can sell all they make? We have over 25 iPhones sitting at my Verizon store I work part time at.

        • Rick

           And you won’t sell those?  Your store got stuck with those since January? 

          Please.  Be more inventive.

        • Anonymous

          We sold out of them for the first 2 weeks they were available. After that, we haven’t had to order anymore. We had 40 of them 1 month ago so we sold 15 of them in a little over 1 month. There not exactly flying off the shelves. We are speculating that those who rushed into buy the iPhone were already using them on ATT. In our store 8 out of 10 iPhones sold were new customers (probably coming from AT&T). This is another reason why iOS market share is remaining stagnant. It’s because 90% of the people who wanted a iPhone, already have one and when you see these long lines on release day, most of the people in that line are just upgrading from a older model. The iPhones usually fly off the shelves in the first month the new model becomes available but after that first month sales start dramatically declining. By the way, we sell more Thunderbolts in our store than iPhones. We can’t keep them in stock. coming from AT&T). This is another reason why iOS market share is remaining stagnant. It’s because 90% of the people who wanted a iPhone already have one and when you see these long lines on release day, most of the people in that line are just upgrading from a older model. The iPhones usually fly off the shelves in the first month the new model becomes available but after that first month sales start dramatically declining. By the way, we sell more Thunderbolts in our store than iPhones. We can’t keep them in stock.

        • WWWYKI!

          I agree Apple has great marketing, but I also have to agree with Jesster about the Apple faithful being the only ones who buy iPhones. I know about 10 people with iPhones who always go to the Apple store whenever the new iPhones come out to upgrade. Everyone I know who has a iPhone started with either the original model or the 3g model. Everyone else I know has jumped on the Android wagon, including me. Unless Android fails, or if something else better comes out, I won’t leave the platform. I love Apple for innovating; they make good products. I’ll never buy one thoughagree Apple has great marketing, but I also have to agree with Jesster about the Apple faithful being the only ones who buy iPhones. I know about 10 people with iPhones who always go to the Apple store whenever the new iPhones come out to upgrade. Everyone I know who has a iPhone started with either the original model or the 3g model. Everyone else I know has jumped on the Android wagon, including me. Unless Android fails, or if something else better comes out, I won’t leave the platform. I love Apple for innovating; they make good products. I’ll never buy one though

  • Geie1287

    I am extremely happy that this happened, maybe the FCC and the Department of Justice will realize this monopoly-in-the-making isn’t such a good idea! If the deal goes through, I wonder what’ll happen to all of those TMobile reps and also store reps? Hopefully those people won’t be laid off or replaced! Just because AT&T is looking to capitalize by monopolizing, doesn’t mean that they should contribute in another rise in unemployment rates!

    • Commander Fury

       It will only be good if the merger is stopped quickly . T-Mobile has the power to make itself quite irrelevant if it so chooses . Its going that direction now . Lose enough business & employees will be lost anyway . I’m more curious to see the new T-Mobile rates & how they will be perceived . If the TMO brass torpedo’s itself the merger becomes a much easier sell .

      • Mopar6464

        The way T-Mobile is looking from recent changes they are right in line with AT&T.
        Looks like T-Mobile is ready to finish the take-over process.

         

  • Armaghan

    I am not surprised at all at this as TMOs customer service has gone South.
    I contacted CS yesterday to switch my Windows Data Plan to Android’s (as I got a new G2X) and the lady didn’t even ask me or told that the change will remove me from my Grandfathered plan and my data rate will go up.
    I was so furious to found this out at the end of the call. I called them back but another rep told me that they cannot put me back to my old Grandfathered plan as the system doesn’t allow it.

    I have 5 lines and have been a loyal customer for over 6 years but I am really thinking about leaving….

    • Mmfm0410

      I recently left as a rep because of things like this. There is a big push for reps to add features and increase Average Revenue Per User(ARPU). If they lower it then it affects their bonus and their ranking. They can help you but won’t because if they do it is less money for them and they are in jeopardy of not getting a good shifts when they realign shifts every six months. When I was on the phone I would realize the previous rep did not tell you, place you on hold and switch it back to the grandfathered feature from my supervisor’s computer. That is harder and harder to do because the supervisor’s bottom line and ranking is also affected by the features they add and remove. Call back and ask for a supervisor or threaten to cancel despite the early termination fees and you should be able to get your grandfathered feature back.

      • Asian_inspired03

        AHAHA.. THANKS FOR GIVING CLT A HEADS UP ON THIS Mmfm0410..  just an fyi even in clt you wont be able to get the grandfatthered pp.. if you switch to it we expect you that you agreed to make this changes.

        • Mmfm0410

          Gen care changes it, doesn’t let the customer know it increased so they can bump up their MRC then nobody wants to change it back because nobody wants to decrease their MRC.  Do the right thing for the customer and put it back. The company that hired me  used to do the right thing for the customer, the company I left screws the customer out of every nickel they can. Hence the results of the customer satisfaction survey. CLT reps that aren’t good at their jobs are a huge part of the loss of so many subscribers. If I was this guy I would cancel every line as soon as they went off contract. Maybe you won’t have to put it back to the grandfathered feature now and perhaps he won’t cancel now but he will when the contracts expire.

        • Chad

           AGREED! Im in care now and let me tell you, there is so much shaddyness happening. Its no longer just about “bonuses” its literally your job on the line entirely if MRC isn’t met. DO CUSTOMER SERVICE A FAVOR AND JUST REMOVE FEATURES ON TMO.COM

        • Mmfm0410

          If the website weren’t confusing, freeze up and crash I would recommend the same thing. They make it slow and confusing and it freezes up for a reason. If they can remove it easily online then TMO loses revenue and the ARPU and MRC goes down quickly. If they talk to a rep then the customer has to talk to somebody that loses if they remove it and will try to talk the customer out of it. There is a reason it is not easy to remove it online and that is what tmobile wants. Think about it…recommend the same thing. They make it slow and confusing and it freezes up for a reason. If they can remove it easily online then TMO loses revenue and the ARPU and MRC goes down quickly. If they talk to a rep then the customer has to talk to somebody that loses if they remove it and will try to talk the customer out of it. There is a reason it is not easy to remove it online and that is what tmobile wants. Think about it…

    • Anonymous

       I had someone tell me I needed the 4G plan with my G2X which was $5 more and a 2GB data cap. I was never even told about the 4G plan costing more and lowering my data cap. I called back a couple days later about something else and was talking about how some lady switched my data plan to the 4G one and he said I didn’t need it and it would not effect my data speeds. He then has a supervisor switch me back to my old plan. There is some shady business going on at T-Mobile and it needs to stop. 

      • Armaghan

        That is pretty much what happened to me yesterday. But now when I called back they dint switch it back.
        What plan were you on @ObsceneJesster:disqus before they switched you?

      • Mmfm0410

        You were lucky enough to get a good rep with a liberal supervisor. Also 4g data plan is just a name brand. If you have a 4g device and are in a 4g area you can get 4g speeds. Reps are either ignorant or BS-ing you so they can increase their numbers. There is tons of shady things going on. I left because if I help a customer save money by lowering their plan or help them by offering to remove a feature they don’t need then I am hurting my bottom line and my numbers and my ranking. I started the job and enjoyed it when I could help people. I got tired of not being able to help people and tired of arguing with people I agreed with and simply could not do it anymore.

  • Joze

    The last straw…I’m leaving. Sorry T-mobile

  • http://twitter.com/MLMENT El Fresh Magnifico !

    i have been a t-mobile subscriber for 5 years. Poor handset support is my issue. Im currently on my 3rd hd 2. the phone has a hardware issue with the screen plus a dead OS. if it where  not for xda i may have just jumped carriers. mainly because they refuse to cut me a break on getting another phone. they just keep sending hd 2′s that breakdown in 6 months. on my 3rd hd 2. the phone has a hardware issue with the screen plus a dead OS. if it where  not for xda i may have just jumped carriers. mainly because they refuse to cut me a break on getting another phone. they just keep sending hd 2′s that breakdown in 6 months.

    • Petey

      Actually poor handset choice. :(

    • http://twitter.com/WillieFDiazSF William Diaz ?

      T-Mobile used to have a 3x replacement clause. If your phone was replaced 3x they would give you a different phone of similar features of a different brand. Seems they do not do this anymore. 

      • Daniel

         they do, you just have to have a 3x WITHIN 90 days to get a different handset. Of which you have little choice to choose from.

  • Manit Suri

     Wait, how does Tmobile get all those J.D. Power awards for CS?

    • http://tmonews.com David

      Because this isn’t based solely on customer service!

    • Anonymous

      Manit… I agree with your question and suspect some in here may be asking “How does this square with T-Mobile’s JD Powers supposed awards and ratings that T-Mobile and TMoNews likes to frequently trumpet?”

      IMHO THIS annual study is proof that JD Power surveys/awards are tainted and worthless. While some might say that this is the result of differences in the data collected and analyzed, that’s of no moment because the fact is the every-day, typical wireless consumer does not know nor concern themselves with details, they correctly only focus on headlines and summaries.

      It’s wishful thinking that the consumer will conclude “JD Powers and this study use different methodologies so that’s why the results are not in comport.”  Nope, the reality is that 99.99% of subscribers out there don’t have the time nor do they concern themselves with information beyond what headlines and “quick reads” say. 

      These are the same people, by the way, who would not know the difference between single and dual core handsets nor explain the function of a ROM, where its located (on a phone or in their toasters), much less identify the words behind the acronym (“read only memory”).

      As to JD Powers, the reason I say its ratings, surveys and polls are tainted is because the results it reaches are for sale to the company being rated. This is a corrupt practice.  Here’s why.

      JD Powers is a marketing services company.  The ratings and awards division is actually a very small part of JD Powers business.  Where it makes its money is selling the full range of marketing services to companies. When a company advertises a JD Powers award the fact is it has NOT won the award, the company paid JD Powers for it. Huh?

      Basically it works like this: Let’s use T-Mobile. After JD Powers is done with supposed survey it sells the rights to advertise the award to the company receiving it. What a company is buying from JD Powers is a license (the right) to advertise the company’s receipt of the award. IF A COMPANY DOES NOT PAY JD POWERS IT CANNOT ADVERTISE GETTING AN AWARD.

      Now it does not take more than a year of working in the JD Powers mail room to figure out that if JD Powers does not write glowing results (warranting an award) that a company won’t be paying JD Powers for the right to trumpet JD Power results. (Query:  Is there a company out there that would pay JD Powers to publish “We did not get a JD Powers award because of our lousy customer service!)

      It’s all a cozy relationship, T-Mobile and JD Powers agreeing ahead of time that an award will be purchased and the terms, conditions, and limitations on how long T-Mobile may advertise the JD Powers results.

      IMHO T-Mobile trumpeting JD Powers awards is no different than paying for a medical degree from the University of Nigeria.

      JD Powers awards are the opposite end of the honesty/integrity spectrum compared to independent studies, surveys and analysis done by education or Consumers Union, who publishes Consumer Reports (who to keep things honest and above board does NOT allow companies to advertise favorable CR outcomes, and why you see instead “as rated in a leading consumer magazine.”)

  • Petey

    Im satisfied with the rate plan and voice service, but I’m not so happy with the data side. Last time I called customer service was along time ago so I can’t make judgement on how service is now. But once if this deal approve or not, I am taking my lines and porting elsewhere. Just waiting for the next iPhone :) not surprise with this rating. Seems like service has been degrading in the bay area instead of approving.

  • http://twitter.com/WillieFDiazSF William Diaz ?

     Look on the bright side, at least its not one bad carrier and one good carrier merging and the bad carrier taking over EVERYTHING… Oh wait…. That already happened with Sprint and Nextel.

    Another bright side (for real this time) is that at least we know AT&T and T-Mobile cant get much worse off…

    • Rawr4dj

      T-mobile is great At&T ain’t. So it is indeed what your are saying a bad company taking a good one 

    • Rawr4dj

      T-mobile is great At&T ain’t. So it is indeed what your are saying a bad company taking a good one 

  • Anonymous

    Wow… when looking on my computer for posts where I have complained about T-Mobile customer service, I found the below, posted on TMoNews on May 30, 2010.

    I completely forgot that back in May 2010 I was concerned that Humm might be coming here to sell T-Mobile!
    What a difference a year makes. 

    I’ll include the date stamp and other info.

    (Note: this comment was in response to T-Mobile’s poor customer service. I redacted the irrelevant parts.)

    —————ADDITIONAL ITEM INFORMATION—————

    CURRENT STACK:  Notekeeper
    ITEM STACK:  Blog Notes
    DATE CAPTURED: 2010-05-30  01:15:31
    UPDATED: 2010-05-30  01:15:31
    SOURCE OF ITEM: http://www.tmonews.com/major-samsung-launch-coming-in-july/#comments
    ITEM IS IN NORMAL/MAIN GROUP
    SWITCHES: TEXT 1,372 chars; 263 words:  RICH text N;  IMAGE SWITCH N
    LIBRARY KEY = 2483
    LIST POSITION = 43

    I am sticking it out with T-Mobile since I knew a while ago that Dotson was on his way out. 

    And as long as HUMM ISN’T COMING HERE TO STRIP MINE TMOUS AND SELL IT, I feel he will turn the Company around. 

    In the interim to avoid getting frustrated I just don’t call customer service.  What a solution, don’t call T-Mobile so I don’t get pissed off.  :(

    Sidenote: I love my HD2 so I can just imagine how great your Evo will be.  With no Evo on my horizon I am looking forward to the SGS.  So we might be getting the Slide and the SGS as our next round of phones.

    And my HD2 might stay in the stable since it is a great WinMo phone and I need its OS business-oriented abilities, something I can’t get with Android and Windows Phone 7. (I hear WP7 will lock out XDA types from tinkering with the ROM.)

  • Carmen Diva

     ughh, i hope they speed this process up and approve/deny this thing
    because i am so tired of hearing about it lol

    this is even worse then “is Android 2. whatever coming…when? I’m tired of waiting” comments
    i usually read haha

    But honestly i had At&t and I NEVER had the issues that people have spoken of as well my 
    friends seem to love At&t and their customer service….3 own androids, one stlll has the original
    iphone and another has a windows phone

  • Carmen Diva

     ughh, i hope they speed this process up and approve/deny this thing
    because i am so tired of hearing about it lol

    this is even worse then “is Android 2. whatever coming…when? I’m tired of waiting” comments
    i usually read haha

    But honestly i had At&t and I NEVER had the issues that people have spoken of as well my 
    friends seem to love At&t and their customer service….3 own androids, one stlll has the original
    iphone and another has a windows phone

  • Jr

    Not surprised here with a pending merger.  TMO customers aren’t happy about a merger with ATT and I’m sure the TMO employees don’t care much anymore knowing that they might be out of a job soon. Do you blame them?  Hopefully the merger won’t go through and we can all be a big happy family again.  haha

    • http://pulse.yahoo.com/_HGEPMKECQHV4BVIDCEHTQJZV7M CINNALOCKS III

      Yeah Jr and then T Mobile can pocket that big money that ATT must pay T-mobile if the merger does not go through!!!!

      • Rawr4dj

        t-mobile doesnt get a single fuckin dime sadly, DTK he parent owner of T-Mobile USA will pocket all of it and probably put a lot of it into their T-mobile UK so theyll have full 4G LTE thats my guess 

  • Fray Contreras

     Well they better approve this merger cuz they can use some more spectrum so they can increase their Mobile speed and be less congested… Better network.

  • techrep

    There has indeed been an increase in hold times overall, but there’s something else very few people know about. Calling into Customer Care a lot now puts your call on a low priority. This results in people who call “too much” having a hold time of up to 20-30 minutes during very busy periods- even when the average hold time is only 3-5 minutes. Officially it’s a “known system issue,” but it has been for at least the last few months, and doesn’t seem to be a high priority to fix. Pretty sure this is a result of changes made last year to queues to put people who called in about their family lines on a higher priority to get to a rep(a change that was supposed to end late last year).

    I’m not even sure of what the “trigger point” is for being on this low priority queue, but think about it- making the most attention-needy people wait the longest can cause a major impact to overall customer satisfaction. I’m shocked it’s still going on :/

    • Anonymous

      I now use the online chat whenever I need to contact t-mobile.

    • TMOREP

      There is a queue called the Bronze queue and it is only reserved for the few customers that call in more then just a lot.  For every call that comes into customer service it costs $7.00 and every time a customer calls in, our automated system SIVR tells us reps how many times a customer has called in within the last 24 hours and have spoken to a rep and/or just completed business using the SIVR.  It also tells us what the last action completed in the system and the last question the system asked the customer.  It also tells us rather a customer was lazy (it doesn’t really say lazy customer on line) and refused to use the system and just asked for a rep.  I’m talking about the people that call every day or multiple times in the same day to check their minutes or balance or pay a bill. In case people don’t know, 90% of the calls we get into customer service in a day can be handled via the SIVR or online in less time then waiting for a rep (even when not in the Bronze). You can even dial #646# to check mins #225# for balance #674# for text usage. In case you can’t remember the numbers just remember #MIN#, #BAL# and #MSG# then hit send or call, the info you want will pop up on your phones screen in about 5 seconds. When a customer calls so much that it ends up costing the company more money to answer their calls then they pay for their service they will be put in the bronze queue where while waiting for a rep will hear over and over how they can do most things online or via the system, all in hopes that the caller will take the freaking hint and initiative to do for themselves instead of relying on someone to hold their hand while they check their minutes.  And the people complaining about calling from another phone and getting right through just keep that up and that number will also be put in the special queue.  And even when you  *67 before dialing, our system still shows your number on our phone’s caller id so nice try manipulating the system.  And if you have problems using the SIVR it is probably that loud tv you won’t turn down or the fact that you are driving with the windows down when you should be watching the road rather then calling to check your balance. Speak in a normal voice without yelling at the system and you shouldn’t have any problems. Oh and by the way, when you call to make a payment and tell us the system was having problems and we should waive the fee, the system also tells us if it really had a problem and only if is says “Problem with payment attempt” will we waive the fee.

  • Whitegurl77

    Well I have both T-Mobile and at&t. And I have to admit T-Mobiles customer service has gone down the drain well atleast over here were I live in La. There are 3 different T-Mobile stores and before u would walk in and the people working there would greet u at the door and tell u if u need help. Now u walk in to a t-mobile and its just like walking in to an at&t store the people working there just stare at u in a rude way and turn around they give u there back and completely ignore u. I know cuz it has happened to me recently in those 3 different T-Mobile stores I got pissed off and felt pretty stupid just walking around like a dumbass and walked out. The people at the at&t store are the same rude! But this time I was completely shocked by how the people at the T-Mobile store were cuz hey have never acted like that. But that’s over here in La I’m not saying all people in other T-Mobile stores around in other places are like that maybe were u live there not like that. But yea it still sucks

    • Petey

       That what happen to me when I went to ask at the Verizon Kiosk… why does all these sale reps thinks that they are the shiet or act like CEO or something. They don’t want to help or talk to you. I do my business else where. Just lose commission from me.

    • guest

       You live in LA…aren’t the majority of people like that anyway??? No offense

      • Whitegurl77

        Hmm no wtf? Da people at the Verizon store are really Nice…totally. da opposite.

    • Mallorian

       that’s probably because they all know they have been shafted by tmobile and no longer feel like going above and beyond to help their customers. if you knew there was a really good chance of you losing your job in the next year would you continue to put in 100% effort. gods knows i wouldn’t

      • guest

         people are putting more effort into finding a new job.  regardless whether or not the purchase goes through, the company is fucked.

  • Luminate92

     customer care is only concerned about sales.  Tech Support is only concerned about getting you off the phone.  

    Email corporate to end these “metric” practices and you’ll have a much easier time getting things resolved.  simple. as. that.

  • Luminate92

     customer care is only concerned about sales.  Tech Support is only concerned about getting you off the phone.  

    Email corporate to end these “metric” practices and you’ll have a much easier time getting things resolved.  simple. as. that.

  • Luminate92

     customer care is only concerned about sales.  Tech Support is only concerned about getting you off the phone.  

    Email corporate to end these “metric” practices and you’ll have a much easier time getting things resolved.  simple. as. that.

  • Luminate92

     customer care is only concerned about sales.  Tech Support is only concerned about getting you off the phone.  

    Email corporate to end these “metric” practices and you’ll have a much easier time getting things resolved.  simple. as. that.

  • Anonymous

    As some of you may recall, I have my share of customer service horror stories, but here is one that took place last week.

    My sister has ALS (probably has two years to live), is in a wheelchair and now needs a phone that can dial via voice since she is rapidly loosing use of her hands.  She does not want my help and insists on going to T-Mobile to take care of her phone needs.

    So during a barbecue I tell her to go to the T-Mobile store to get a new phone, one with Android and Google voice.  I also tell her that since her contract is up in two months, that to simply ask for a free phone since she is so close to the upgrade date.

    She goes into the store. The CSR helps her find a phone that suits her needs.  But then he looks up her account and says that the phone will be $200 because her upgrade date is two months away.  So she goes home and calls me.

    I was livid, mostly because the CSR did not have the sense to make an exception for this woman, in a wheel chair, asking for a phone the will allow her to dial by voice, because her condition is getting worse.

    Note: And it’s not like my sister was taking advantage anyway.  Her phone that she got when she signed up was some ugly green feature phone that if I put on top of a street corner trash can no one would take.  Full retail that phone was probably worth $25, if that. 

    I told my sister that I was going to call T-Mobile and read them the riot act, but she’s too independent and does not want her brother fighting on her behalf.

    Anyway, that’s my latest T-Mobile customer service horror story. 

    • Anonymous

       Update:  Just called my sister to inquire what was up with the phone.  She has not done anything because it’s a chore to take the bus and go to the T-Mobile store.  (She sounds worse every time we talk.)

      I just bought a Vibrant on eBay to tide me over until I decide which phone I want ($200).  I am going to take that to her to see what she thinks of it. If she likes it I will give her that phone.  (She marveled at the idea that I can set it up to auto-answer calls.  I told her that that was a feature on all phones since it’s something that is set up on T-Mobile’s end.)

      Anyway, my point is that the CSR at the store and the manager whom she said was there, should have done something to accommodate someone who is clearly severely disabled.  Makes no sense they would send her packing because she had two months left before she qualified for an upgrade.  Maybe that’s just me, but if it was me in that store I would have done anything I could to make such a person more comfortable in life.  IMHO these people just aren’t thinking.

      • Anonymous

         she should either have asked for the manager or CALLED 611. usually the peeps on the phone can push more deals than the people in the store. The guy is just doing his job and trying to not get sacked. though if he was smart he would have gotten his manager to see if he could do something extra.

        • Anonymous

          Yes, I agree.  Unfortunately, my sister is stubborn.  I told her every which way to deal with this including calling 611, etc., but she insisted on going to the store.

          I also told her to call me when she is in the store so we could go over phones while she was there and I could talk to that manager about the two month early upgrade, but on not hearing from her I called and she said she went down there and didn’t want to bother me.

          Actually, with her worsening condition I think she wanted to et out of the house and looking at the phones was a three to four hour project that gave purpose to her day. 

          (She went from being a triathlon competitor to this over the past three years so she fighting coming to grips with her losing all ability to function.  That’s why she doesn’t want my help on something as simple as getting a phone.  I her day and week this was an important project that she was going to handle.

          And I’m not saying the CSR did anything wrong by sticking to the rules and simply telling her what was what, but in the “old days” and/or if someone had common sense he or she would have said “I need to help this person out.” (But maybe that’s just me.  I have helped old ladies cross the street, ran errands for the disabled, and helped people who are down because of an accident. I have also worked on a pro bono basis in my business, for people who could not afford my services.  I duly note there’s lots of people who subscribe to the “I don’t help people looking for handouts and if the old lady can walk she does not need my help.”  These are the same people who want to do away with Medicare, no doubt. ;)

          Really, I think it’s just a lack of experience and training. I am sure that store gave accommodation, freebies and discounts to others who either threatened to cancel their account or who were shopping and said “I want to check out what Sprint has.” 

          In those circumstances the employees are authorized to cut deals to a certain level and get the manager to give more, to prevent the prospective customer from walking out the door.  If they can do that with others, the employee could have told my sister he would call 611 to see what he could do.  

          And as probably 90% of the people in here can attest, getting a two month break on an upgrade is nothing compared to some of the deals they have gotten from T-Mobile.

    • http://pulse.yahoo.com/_DF4TEC4CO5MEKNL4SOH3I7KXSQ Milo Baby

       So since your sister is in a wheelchair she deserves special treatment? Sorry for your sister’s condition, but medical conditions don’t entitle you to an automatic discount at T-mobile. She would have been better calling Tmobile and making the case that she is a loyal customer and asking for the full upgrade pricing. 

      • Al

         milo you have no heart !!!!!!!!!!!!!

      • Al

         milo you have no heart !!!!!!!!!!!!!

      • Rawr4dj

        Milo is 100% percent right 

      • Anonymous

         Your response is EXACTLY why T-Mobile placed last on customer service.

        What a complete asshat.  If you don’t get the point of my post, you are a pretty dumb fcuk.

      • Anonymous

         By the way, you sound like a former Sprint employee who went to work for T-Mobile.

      • Anonymous

        milo, you’re disgusting, have a heart you jackass

    • Rawr4dj

      bro are u serious? Im assuming the crappy phone your sister has is the Motorola Renew i have that shitty phone on the side but its broke. Second only because your sister is a walking description of death doesnt mean everyone else has to make a pity party for her. Like really. If i had a customer that came in to my store(where sales arent that great anyways). Asking for a return on something they purchased 60 days ago which is after the default 30 or 45 day return period. You expect me to allow it just because they are handicapped. That’s the problem with us Americans we expect everything to be just spoon feed to us even if we don’t do nothing to get it? 3rd why doesnt your sister just go buy a shitty optimus T for like 100 dollars or less on ebay or craigslist or swappa. And call it a day. or Since she is dying in 2 years (sorry to here that btw) Why not just by a phone out of contract on credit since she will be dead soon and just cheat the system ( bad but very legal ask Bernie Maddoff(or whatever his name is)). 4th Dont sit there and blame CSR’s and on site managers for following rules, times are hard bro and not following simple direct rules can result in being fired simple rules are a person isnt to be upgraded until there upgrade date so just wait for it or pay a ETF. OR go to Sprint thelll pay your ETF

      • Anonymous

        Read my post dumb sheet.  My sister has never expected special treatment because of her condition.  Indeed that’s why she left the store, because the CSR (who seems from the same gene pool as you) said she did not qualify for the upgrade for another two months.

        It’s I who took exception to this.  Fact of the matter is people in here have posted about their getting all kinds of price breaks, free phones and discounts because they simply threaten to leave T-Mobile or otherwise whine.

        All that aside, a CSR and store manager with an ounce of sense would recognize that giving my sister a break on this situation, including because of her circumstance, would have been the fair and right thing to do.

        Yeah, I really believe you are sorry that my sister has two years to live.

        I don’t wish ill will on people, but I kinda hope someday you have to deal with this kind of situation.  Maybe then you will understand how dumb a fcuk you really are.  Especially the idiocy of your post. 

        Really, I can’t believe people like you exist.

        Sidenote:  Having been with T-Mobile for 8 years, spent about $35,000 with them, and owned about 200 phones, I assure you I know how to buy phones, help my sister and whatnot.  As I said earlier, she does not want help because she wants to handle things herself.  No matter, I did in fact buy her a Vibrant on eBay and she agreed to let me show her how to use it.

        Equating her with Bernie Madoff, really? Gee dude.. why don’t you fcuk off and die.  Seriously.

        • Guest

          This may explain why you find yourself in the “bronze queue”. 

  • Anonymous

     http://www.vipshopper.us

  • Anonymous

     http://www.vipshopper.us

  • Mike Z

    Net10 is a TracFone service that offers unlimited talk text and web for $50/mo.  Also, Net10 uses both AT&T and verizon towers so you get to choose the phone that will provide you with the best coverage where you need it.  At my house I have great coverage from both networks but at work AT&T works better for me while verizon works better for my wife at work.  Net10 solves that problem by allowing us to have one bill and two networks.

    • Anonymous

       and really dorky phones. which is okay if your into that kind of thing…

    • Kevin W

       Another TracFone service is StraightTalk.  They also have nationwide multi-network coverage.  They have a new international long distance service that provides long distance starting at $5.  I can manage my plan and international balance online too.

      • Anonymous

        straight talk is run on the verizon network
         

  • TypicalWhitePerson

    Lmao!! T-Mobile starting to suck anyway. The customer service department is starting to become a full time JOKE!! I was in a Verizon store earlier today and I mean just WOW… the store reps, the phones, the whole layout of the store, oh… and that white iPhone = WINNING!!! 

    Sick of hearing about this silly merger! After my HTC Sensation purchase, I may be considering switching in early 2012 or sooner. As a Tmo customer, I’m not afraid to say that the carrier is hanging on its last g-string. I think its OVER for the boys in pink and Carly! 

  • Anonymous

    I hate to say it but your all right on about the customer service t-mobile has now. They have gone from caring about the customer to caring about the dollar but when you try to give the customers everything they want at the best prices something has to change . First there is no need to call customer care to change your web ftr because you can do it right on your my t-mobile account. Be ready that every time you call in to customer care that you will be asked to add features as the customer care agents are now required to do so. Another thing if you dont want data on your phone dont buy a phone that requires or uses this feature . Please stop complaining about your bill being so high because you are getting some of the best prices and there about to get better . Stop blaming t-mobile because you refused to update your plan and now have overages  we tried you refused .. take someof the blame . and about the insurance if you dont add it when you have the chance or you take it off because you dont want to spend that monthly fee to save money because of your warranty as expired or you damaged your phone dont complain or threaten to cancel because you will pay your early termniation fee and that is alot more

  • mack

     TMO doesn’t care anymore. They know that weather the merger goes or not, they’re history at some point!

  • Anonymous

    Fact is, T-Mobile has seem to forgotten just how important customer service is to… uh… the customer.

    Back when T-Mobile was falling behind in offering 3G and it had few handsets to offer, at least compared to the competition, I remember reading on blogs that the reason people stayed with T-Mobile was because of its legendary customer service.

    For example, I recall in 2006 when the BlackBerry Pearl debuted. The BlackBerry Forums back then were more popular than ten TMoNews websites.  Everyone loved their T-Mobile Pearls and there was voluminous chatter on customization, tips and tricks.

    Back then when people had problems with their phones they would call T-Mobile support and the support people were known to spend an hour or two with you on the phone until the problem was resolved.  If a phone could not be fixed a new phone was ordered on the spot to be sent to the customer. Tech support would spend an hour on the phone with a customer on setting up the Pearl to be used as a modem, even though that was not technically an authorized use of the phone’s unlimited data connection.

    There were many posts back then where people chortled about T-Mobile’s stellar customer service.  People would defend T-Mobile as their carrier citing customer service as the reason they are with the Company and staying loyal to it.

    I witnessed all that, the good years.

    Eventually I witnessed (and became a “victim”) deterioration of  T-Mobile’s stellar customer service and reputation.  It started in 2009, back when T-Mobile appeared to move some customer service operations to Mexico or only God knows where.  CSRs were becoming incompetent (for example in my case two CSRs not knowing how to spell SanFrancisco in my e-mail address, spelling it instead “sanfransisco”), making promises but not keeping them, CSRs disconnecting calls they did not want to deal with, callers suffering long hold times (20 minutes or more) and people posting how CSRs were rude and condescending.

    Most interesting, there were people in here who said they worked for T-Mobile.  They people posting their experiences in here to go get fcuked, or switch to another carrier if they didn’t like T-Mobile’s customer service.  Just the kind of impression T-Mobile wants to leave to anyone doing a Google search on T-Mobile’s reputation or trying to find out if T-Mobile is a company to do business with.

    So here we are in 2010-2011.  T-Mobile employees can say all they want in defense of their crappy customer service; what counts in the end is that T-Mobile is suffering massive losses, both from customers leaving T-Mobile and those not signing up.  

    The asshats in here like to blame the customers, it’s they who are the problem not T-Mobile or its employees.  They like to say it’s the handsets.  Really?  Do you think that 90% of the customers who don’t know what a ROM is or what version of Android is on their phones go with other carriers because of handsets?  

    Fact is, just as people stayed with T-Mobile five years ago because of its customer service, in 2010-2011 people are leaving T-Mobile because of its customer service. (Just as people in 2006 would stay with T-Mobile because of its great customer service, those same folks will leave in 2011 because lousy customer service.)

    Assuming people are paying more at Verizon and AT&T, T-Mobile should be asking themselves why are people doing that.  Why, if Verizon charges one for even looking at their phones, so to speak, haven’t those customers defected to T-Mobile over the years. If T-Mobile (and its rabid fans in here) want to think it can’t be because of T-Mobile’s customer service, it’s just Verizon’s slick marketing and handsets, well I don’t know what to tell you, except to maybe recall the way it used to be at T-Mobile, in 2005-08.

    It appears what happened is that Sprint’s lousy customer service died in 2009 and reincarnated over at T-Mobile.  

    • Anon

       I have to agree with you on the customer service part. Im a tmobile sales rep and there’s not a day that goes by that i try to avoid calling them as much as possible. Theres a lot of things we cant do without calling cust care for and rarely do I get a person from the U.S.

      Rant to follow…

      They constantly repeat what I ask them to do after I assure them theres no need, prolonging the call and time it takes to serve the customer. When I ask for a supervisor because I cant deal with their incompetence, they do whatever they can to stall the inevitable or just place me on hold only to hang up on me, which is stupid because the “notes” system records everyone accessing a particular account and allows me to track them and email their supervisor directly. Level 1 data device troubleshooting is just plain pitiful. Any moron knows the basc troubleshoot is to replace the battery, master reset, etc. Why I need to do this with you (data rep) is beyond me.

      I really hate to generalize, stereotype, or profile anyone but I think anyone that socializes on a daily basis can easily tell whether someone is white, black, asian (or more specific), indian, hispanic, etc. The customer service reps Ive spoken to lately (2009 and later) I feel are primarily from the Phillipines, India, and Central and/or South America. Very rarely do i get someone from the U.S.

      I understand the reason customers are upset, I really do. Its the same reason a lot of us seasoned reps are upset as well. Ive been wth T-mobile since April 2004. That is a VERY long time to be a sales rep with a cellphone company but im consistent and im really good at what i do. Im a great sales rep and my checks reflect that. T-mobile is going to lose more than its customers at the rate at which its going. Its going to lose its top ranking front line employees.

      one more thing… if you have an issue with your phone locking up, freezing, erasing contacts, not booting up, or anything NOT drectly related to signal issues, you DO NOT NEED A NEW SIM card despite what cust service tells you. im sooooooo tired of customer service sending people in for new sims when all they need is to replace the device, have the “data network” enabled in the wireless menu, etc. I get about 5-10 people/day on average requesting a sim b/c cust serv told them they need a 3g sim so they’ll stop getting the “force close” error, etc.

      FYI: 2G SIM cards can only connect to the network 100,000 times before it becomes obsolete. 3G SIM cards connect to the netwok 1,000,000x. Ive seen people using Voicestream SIM cards in their G2′s getting 3-6mbts/s so that will not affect your speed or anything else other than what  mentioned.

      SORRY FOR THE RANT…

      • Anonymous

         I agree about the trouble shooting  simple if you dont know how to fix it dont attempt.. Sim card replacement should nly be done for sim card errors and service issues. lost contacts seems to be mobile backup as times. forced close never is a sim card , I have been a rep for 6 years and have alot of experiance and my goal is to assist ever customer as  much as possable without transfers.

      • Anonymous

         by the way how many times do you e-mail the manager or request to talk to a manager when you have talked to a great rep….

        • Anon

           ive dont that plenty of times in the past…. again, in the past… nowadays i cant request to talk to a manager since we are so busy, but i always email them if i have to for the good and bad

      • Here2Hair

        Policy states that dealers cannot escalate to call center supers but only to their own management so no wonder no one minds hanging up. They would not even get a coaching on it so emailing is pointless. Besides Retail Support line is where you should be calling.

    • Anonymous

       thank you, I am going to take this to work tomorrow because I agree with you 100% …

      • Dave19148

        I also agree 100%. I was with tmo for 8 years and switched back to Verizon after having many problems with the htc hd2 which was a beautiful phone but when i suddenly started not recieving cell service more often and in more cities I bought the beautiful samsung galaxy s 4g and of course the problem persisted. Now I know that it wasn’t a phone problem but a tmo service problem. All started around the att news. Maybe they are using the towers for att customers or who knows why but for the last 2 months with Verizon it is nice to see connectivity everywhere again. TMO customer service reps didn’t want my brand new phone back and assured me that the $200.00 cancellation fee would be all I needed to pay even reminding me to cancel my auto pay with them. Hah! $573.25 final bill… It is interesting to me how a $95.00 service prorated fo 2 days becomes $105.00 . When I called customer service it was amazing how no one cared what was promised to me or even interested in the fact that I was not receiving service in areas that I previously had no problems with for 8 years. All in all something big and bad did happen to TMO and I am happy not to be with them any more. 

        To the people that think that people who post are only whiners I suggest reading the whiners on the other carriers and you will notice a huge difference. And I do believe that Customer reps have the ability to identify customers as a problem customer.

  • Anonymous

     Who in the H * * * is American Customer Satisfaction Index? J. D. Power, whom I know and trust, tells a completely different story. TMO always aces JDPower.

    • NoSheep

      You trust J.D. Power and Associates?  Exactly how did they earn your trust?  What evaluations have you done of their methodologies?  Or do you just like the fact that many firms who score high on one of their surveys touts their name, and so now the name is familiar to you?

      Are you a sheep or a thinker?

      • Anonymous

         They’ve done a lot to earn my trust, keyword EARN. I’ve been following their ratings for over 40 years and have found them generally to be thorough and unbiased. ASCI has only been around for about a third of that time, and their reviews seem to be based much more on theory and computer modelling and light on real-world specifics.

        • Sam

          Really?  You have supervised them collecting all the raw data to ensure there is no bias in the data collection process?  They have provided you with ALL of their raw data and you have analyzed it yourself and come to the same conclusions?

        • Anonymous

          No, that’s silly and you know it. Go pick a fight somewhere else. Done here. 

        • Sam

          So it’s safe to assume your reason to trust them is that you have seen them quoted in paid advertisements for years.  Yep, you’re done alright.

    • http://tmonews.com David

      It’s amazing how you are all not distinguishing between customer service and customer happiness. This doesn’t have to do with JUST customer service.

  • Anonymous

    There’s a principle professors teach at business schools that some people take note of and T-Mobile has seems to have forgotten.  It goes something like this:

    “For every customer who takes the time to complain about customer service, there’s ten who have not and simply take their business elsewhere.”

    Dave Thomas, the late founder of Wendys, never forgot that.  He was known for visiting restaurants and hanging out in the lobby to see customers’ reaction to the food and service they received. In interviews he said that he did that to see what’s really going on in the restaurants, rather than sit behind a desk all day looking at numbers and counting money.

    On the Net there’s lots of complaints about T-Mobile’s customer service. 

    T-Mobile can do the math, or not if it thinks customer service is not an issue.

  • http://tmonews.com David

    A black list? Hmmm…I was abducted by Aliens.

  • http://tmonews.com David

    Totally true.

    • Anon

       Proof?

      • Setzer715

         How about proof to the contrary other than some persons response on a blog?  It’s all hearsay and conjecture.  Fact is, a person can have 50 good experiences and not say a word to anyone but as soon as they have 1 bad experience they will go and slander it all over the web.  It’s just how it goes.  People no longer talk about the good experiences in life because it’s just expected.  We only talk about the bad ones so that is all we hear/read.  Think about it, have you ever heard a friend or family member ramble on about their GOOD experience when calling into customer service?  I didn’t think so.  Being blacklisted?  Again, I don’t think so.  Common, who calls from multiple numbers or *67′s other than fruitcakes and paranoid people?  Coincidence?  Possibly.  Perception to an already mad customer?  Probable!

  • Anonymous

     tinyurl.com/24n4nqb

  • MattMJB0188

    I’m also permanently blacklisted.  I found a way to cheat it though.  Just dial *67 then 1-800-937-8997 from your phone.  Works every time.  It’s pretty ridiculous we even have to do that.  The reps I spoke to about this claim they don’t do it.  It’s funny though when I call from my phone unblocked how I’m told “You will experience EXTREMELY long wait times before speaking to a rep” then with my landline next to me I get through in 2 minutes.  Of course I key in a fake number.  

    • http://profiles.google.com/jjwagner33 J.J. Wagner

       The reps don’t actually have any information on whether T-mobile does it or not.  They really don’t have the information.

  • http://profiles.google.com/steven.schaak Steven Schaak

    I can definitely attest to this. Getting my g2x replaced for a screen defect has been a complete hassle. Warning, bit of a rant ahead…

    I first talked to an online rep who told that i could get my pre ordered phone replaced at a physical store because the g2x was backordered (or something like that). I go to 2 different t-mobile stores and employees at both locations tell me that they cant replace my phone, pre orders have to be done through the mail. So i come back home and spend the next 2 hours on the phone being bounced between 3 different Customer Service reps who all go through the “trouble shooting” with me before telling me a different replacement process each time. Finally i get a hold of a guy who actually sounds like he knows what he’s doing, he sets up my replacement order right away, and offered me free express shipping for the trouble i went through. He tells me everything is good to go and i should receive a confirmation text with the tracking number etc. Two days later i hadn’t received any such text, and spent more time on hold with CS who eventually tell me the order was never actually set up, before FINALLY creating a replacement order for me… minus the previously offered express shipping.

    I wish that was the end of this story, but unfortunately the replacement i received had really bad screen bleeding so i had that one replaced too, with a bit less hassle. I’m now on my 3rd g2x which thankfully hasn’t shown any signs of problems… yet.

    All in all that was definitely the worst Customer Service i have EVER EXPERIENCED. From ANYONE. EVER! I’ve been a t-mobile customer for about 10 years, and i’ve never had to deal with anything like this before.

  • Loyal

    I find t-mobile support to be frustrating.  The first level of people you talk with are often nice (not always though) but without much skill or knowledge.  Getting them to transfer you to a higher level of support is always a waste of 5-15 minutes while they try telling you things like to take the battery out of your phone and put it back in.

    And then when you get to a higher level of support, they promise to call you back with results, and they never do.

    I simply stopped calling.  If their not interested in fixing their network and providing me with feedback, I’m not going to waste my time.

    The really sad part is that their field techs are very interested in fixing their network, but the telephone support people acting as intermediaries make the process unworkable.

  • http://twitter.com/BerzerkerWWF Berzerker

     Conflicting reports are great. One group says they are number one and another says they are at the bottom. Reading these comments there seems to be a lot of stupid people whining they didn’t get their way. Welcome to the real world of cell phones and contracts losers. Huss! Huss! Huss! Huss!

  • Anonymous

     tinyurl.com/24n4nqb

  • Guest

    I am also a sales rep for t-mobile and have been working there for over 3 months. I have had many unhappy customers because they are telling me that their phone isn’t working properly because of the sim card. It is not because of the sim card, its the phone that needs to be replaced. If customer service tells you that you need to do trouble shooting,tell them that you have already tried to do it and didnt work. I know because I have been a customer since voicestream, and when they say hard resets work, it really doesnt. 

    • Anonymous

      I have to reply to this just because simple fact is the older 2 g sim card are the cause of service related issues on the newer handsets . This is noted in the procedures . when you have 5 lines in one home and the only device not getting service even after replacement is due to sim card and that is why handset exgs are now again sent with replacement sims most of the time as well as new handset pruchase …  

  • Anonymous

    madeshopping.net

  • JusCallMeMistterr

      Im a T-mobile rep also, been so for the past 5 yrs. I am also seeing a decline in the customer service process over the phone.  Us reps at the store are taking the hit for it for the simple fact, “we” are who the customer sees, and “we” are the face of T-mobile.  It gets frustrating to me when I have a long time customer of mine come into my store frustrated with customer support and keep getting Mr. Soandso for what ever country, telling them what ever it takes to get the customer off the phone.  I have even seen some reps going as far as telling me something as a promise to the customer that they would honor something then when we get off the phone and call be the previous rep never Notated what was said exactly, or wrote it in such a way its confusing for the next rep to “decode”.  So what I do now I stay on the phone and make sure the note is notated in the account in plain english and I go back and check to make sure its to my liking before I hang up the call…I hate having to baby sit customer care or tell them how to do their job when they should know t-mobiles policies and procedures like the back of their hand like I do, or if they are unsure ASK someone who knows.

    • Anonymous

      +1000. Upper management is full of some epic fools. They are implementing policies that any floor-level rep could tell them are idiotic and will result in lost customers and lousy customer service. Essentially they are rewarding people who work the system and screw over customers and their fellow employees.

  • Anonymous

    madeshopping.net 

  • Sk33m0

    they are training reps to be “sales” even though we don’t get as much commission per “sale” don’t have all the tools as “sales” and the priority right now is getting people to add a feature to there account on “every” call.  the pressure is mounting and this is NOT the t-mobile i started with 3 years ago.  

  • Milton

     +1 to  all the present/former  reps out there that aren’t liking where this is going, I’ve been a rep since voicestream and I just have to accept that the company  I used to love, is soon to be dead and gone. Upper management doesn’t care if it’s a  senior citizen  with  a Nokia 2330 , they still want grandma to have   unlimited messaging, internet, caller tunes, international  dialing, and  family allowances.What Recession? I’m   just hanging in there until the merger goes through ( or doesn’t) to see how this pans out. :-/