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  • 2 Post By yfan
  1. Thread Author  Thread Author    #1  
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    Default Gotta Give it to T-Mobile on Customer Service

    I have been with T-Mobile for a while now. For about a year and a half, I used T-Mobile’s excellent prepaid service, on the $30 plan for 5 GB of high speed data, unlimited texting, and 100 minutes. I have used a Google Voice number as my number since Google Voice has been around in 2009, and had it forward my texts and calls to my T-Mobile number (Sprint before that).

    But recently, I decided to get a T-Mobile family plan (I put my parents on it and cut out the Vonage home phone line). I also decided to port my number out of Google Voice to T-Mobile. The porting process, to say the least, did not go easily. It took longer than expected, and even after the port went through successfully, I discovered that I could make and receive calls to and from any provider, but I could not receive SMS and MMS from any carrier other than T-Mobile.

    After the first call to customer service about this more than 24 hours after the completion of the port, they attempted a rebroadcast, which failed. The following day, as the problem persisted, I spoke to Technical support, and a support rep named Jordan took ownership of the issue. Jordan elevated the issue to engineering and promised to keep me posted at every turn. He kept that promise. I received calls with updates even as it was being worked on and not completely resolved yet.

    Jordan stayed on it and got it resolved. He even remembered that it was my birthday the day after he took my issue. After getting it was resolved, I called them back for an account credit which I was promised, and was credited a full month’s texting portion of the bill ($10). What was an already frustrating experience due to the issue I was having was made significantly easier because T-Mobile - and Jordan, specifically - took ownership, kept me posted, and made me feel like they cared. Major kudos!

    Since then, I have also transferred another number to T-Mobile (the Vonage home phone number), and that process went much more smooth - Vonage will give you major trouble to transfer if you don’t know the rather unorthodox steps, though.

    I feel great about giving T-Mobile my business now. If you are dealing with technology, technical issues are impossible to avoid. What matters is that when something happens, a provider does the right thing and takes both ownership and responsibility.
    IAmSixNine and wolfman7828 like this.
  2. #2  

    Default Re: Gotta Give it to T-Mobile on Customer Service

    Lucky you. I hope it represents a trend: the last time I had to deal with T-Mobile customer service in a meaningful way was about two years ago, and it was awful.
  3. Thread Author  Thread Author    #3  
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    Default Re: Gotta Give it to T-Mobile on Customer Service

    Quote Originally Posted by zorak950 View Post
    Lucky you. I hope it represents a trend: the last time I had to deal with T-Mobile customer service in a meaningful way was about two years ago, and it was awful.
    Sorry to hear that. Certainly seems to have worked out in my case.

    Sent from my Nexus 5 using Tapatalk
  4. #4  

    Default Re: Gotta Give it to T-Mobile on Customer Service

    Quote Originally Posted by zorak950 View Post
    Lucky you. I hope it represents a trend: the last time I had to deal with T-Mobile customer service in a meaningful way was about two years ago, and it was awful.
    Yeah same. I had to tweet John Legere and then it got handled after that.

    Sent from my T-Mobile Note 3 using AC Forums.
    Sent from my T-Mobile Note 3 using AC Forums.
  5. #5  

    Default Re: Gotta Give it to T-Mobile on Customer Service

    The last time I had to deal with T-mobile customer service it made me leave and go to AT&T which from my experience is way better ... Hopefully if I need help with T-mobile they have improved ...
  6. #6  

    Default Re: Gotta Give it to T-Mobile on Customer Service

    Quote Originally Posted by Closingracer View Post
    The last time I had to deal with T-mobile customer service it made me leave and go to AT&T which from my experience is way better ... Hopefully if I need help with T-mobile they have improved ...
    You mean go back to AT&T?

    Sent from my T-Mobile Note 3 using AC Forums.
    Sent from my T-Mobile Note 3 using AC Forums.
  7. #7  

    Default Re: Gotta Give it to T-Mobile on Customer Service

    Quote Originally Posted by Almeuit View Post
    You mean go back to AT&T?

    Sent from my T-Mobile Note 3 using AC Forums.
    Well the one time I had to deal with customer service it has been great so far to get the cel-fi booster and so far it has been good



    Long story short I spent about 4 hours to get a replacement phone for a phone that was already a replacement phone ( insurance)


    Sent from my SM-N900T using Tapatalk
  8. #8  

    Default Re: Gotta Give it to T-Mobile on Customer Service

    The last 3 months of being with T-Mobile has been hell!

    Someone got my number's, it was a t mobile customer service rep and I guess he sold the info.

    I have about 28 hours of recorded talk time with there customer service and that is with 8 phone calls. This last time I had to call they knew I was just pure pissed off and I was so sick of hearing "we are sorry and we will get everything fixed for you. It took them 28 hours of talk time 8 calls to them and over 2 months.

    But now I'm paying half of what I was paying. So that's a really good thing. Also ture unlimited data and calling on my lines.

    It was going to switch but if they don't mess everything up again I'll stay. I'm just happy they finally got it fixed. I've been with them for 14 years....

    But at least I don't need to use a random support center anymore since they gave me the main number well the person did that was able to finally fix everything and give me a discount.

    All I can say is just keep trying. You would run into someone that can really help you after a while.

    Sent from my SGH-T889 using Tapatalk

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