I'm done! After sticking with Tmo for the past six years due, in large part, to what "was" once great customer service, I'll be taking my five lines to ATT.
I tried to order an already-outdated SG Note through Customer Care, but was quoted a price of $490, even though I was eligible for a full upgrade. Eventually, I was able to get the phone down to $199 (after a credit to my phone bill) and received it four days ago. That's when I noticed that I couldn't access any messaging/texting functions and promptly called Tech Support. They agreed to ship me a new Note as a replacement, but said that I had to process it through Customer Care. When I spoke to Customer Care, they told me that they couldn't send me a new phone and that I'd have to speak to New Phone Sales to process it. When I called New Phone Sales, they told me that they couldn't process it and that I'd have to call Customer Care to process it. Despite me asking to speak with a supervisor each time I was bounced to one of the departments, I repeatedly was interrupted and spoken over by the reps (especially those in Customer Care) and never connected to a supervisor and simply told to hold while they transferred me back to the other department. I was bounced between these two helpless departments EIGHT TIMES over two days before I started yelling into the phone to finally get this processed!
It wasn't over yet. They finally said they'd be sending me a replacement phone, but told me that it had to be a REFURBISHED phone. SERIOUSLY?!?!? I just spent all of this money on an outdated phone that never worked properly and I was going to have to live with a refurbed phone to boot? After exploding and yelling again, the rep finally agreed to send me a new phone, but said that I'd have to ship the broken phone back to them on my own - they wouldn't even send me a pre-paid envelop to ship it back to them. For all of my trouble with my new phone, the rep said he'd give me a whopping $10 off of my bill.
I told them that their customer service was HORRIFIC and that, as a result, I would be taking my five lines and leaving Tmobile as each line came due for it's upgrade. It's a shame, b/c my wife and I have stayed with Tmo for over six years in large part b/c of their customer service, but this latest fiasco has pushed me over the edge. One of my wife's clients is a high-level Tmo exec and has helped us with the few customer service issues we've had over the years, but I shouldn't have to keep going through him to get the basic customer service that a six-year customer (or any customer) deserves. The exec WILL know about this situation, but not until the day after I deactivate our first line.
If you or anyone you know is considering Tmobile as a mobile carrier - tell them about my situation b/c it's not just a one-off incident, but part of a well-documented decline in the customer service that this international company is willing to provide it's most loyal customers.
Goodbye Tmobile - I won't miss you!
I tried to order an already-outdated SG Note through Customer Care, but was quoted a price of $490, even though I was eligible for a full upgrade. Eventually, I was able to get the phone down to $199 (after a credit to my phone bill) and received it four days ago. That's when I noticed that I couldn't access any messaging/texting functions and promptly called Tech Support. They agreed to ship me a new Note as a replacement, but said that I had to process it through Customer Care. When I spoke to Customer Care, they told me that they couldn't send me a new phone and that I'd have to speak to New Phone Sales to process it. When I called New Phone Sales, they told me that they couldn't process it and that I'd have to call Customer Care to process it. Despite me asking to speak with a supervisor each time I was bounced to one of the departments, I repeatedly was interrupted and spoken over by the reps (especially those in Customer Care) and never connected to a supervisor and simply told to hold while they transferred me back to the other department. I was bounced between these two helpless departments EIGHT TIMES over two days before I started yelling into the phone to finally get this processed!
It wasn't over yet. They finally said they'd be sending me a replacement phone, but told me that it had to be a REFURBISHED phone. SERIOUSLY?!?!? I just spent all of this money on an outdated phone that never worked properly and I was going to have to live with a refurbed phone to boot? After exploding and yelling again, the rep finally agreed to send me a new phone, but said that I'd have to ship the broken phone back to them on my own - they wouldn't even send me a pre-paid envelop to ship it back to them. For all of my trouble with my new phone, the rep said he'd give me a whopping $10 off of my bill.
I told them that their customer service was HORRIFIC and that, as a result, I would be taking my five lines and leaving Tmobile as each line came due for it's upgrade. It's a shame, b/c my wife and I have stayed with Tmo for over six years in large part b/c of their customer service, but this latest fiasco has pushed me over the edge. One of my wife's clients is a high-level Tmo exec and has helped us with the few customer service issues we've had over the years, but I shouldn't have to keep going through him to get the basic customer service that a six-year customer (or any customer) deserves. The exec WILL know about this situation, but not until the day after I deactivate our first line.
If you or anyone you know is considering Tmobile as a mobile carrier - tell them about my situation b/c it's not just a one-off incident, but part of a well-documented decline in the customer service that this international company is willing to provide it's most loyal customers.
Goodbye Tmobile - I won't miss you!