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  1. Thread Author  Thread Author    #1  

    Angry T-Mobile Telesales lies - lack of QC over telesales phone conversations?

    Yesterday I was trying to convert two lines from prepaid to postpaid and to bring them onto my account to take advantage of the new promotion of 4 lines for $100 with 2.5 GB data. I called early in the day and the CSR was unable to reach one of the two individuals whose line I was bringing over in order to obtain their pin, so one of the lines was added but the other one was left to complete.

    Later in the evening I got the missing pin number and called back. Customer support rep said they couldn't help me to add a new line and were going to transfer me to activation. Then there was some confusion about it being too late to run credit and I ended up speaking to a telesales rep.

    Within minutes the telesales rep was telling me that there was no way to convert the two lines to postpaid without new SIM cards and that she would be happy to sell me two new SIM Cards @ $10/each. I told her that this makes no sense and furthermore, how can this be the case since I had already done this once earlier in the day. She sounded a little taken aback put me on hold for a second, came back and claimed that she had just verified with her supervisor that there is no way to do a prepaid to postpaid conversion without new SIM card and furthermore that once a SIM card had been activated on prepaid that there was no way for it to be used for postpaid. Then she went on to claim that there was no third line on my account and that whoever I had spoken to had not done a conversion and that she would be happy to sell me two new SIM cards . A this point I was beginning to be very frustrated so I told her that the issue would not get resolved that night and I hung up. I look on my T-Mobile, sure enough 3 lines were there. So I called back, was successfully transferred to activation and got the 4th line added no problem.

    I'm still pretty dismayed that T-Mobile doesn't do a better job of policing their sales reps. I'm glad to be saving money over Verizon now but I'm fairly certain that I never would have encountered that type of fraudulent behavior there at least.

    Has anyone else had similar experience with T-Mobiles sales people? Is this type of thing common place?
  2. #2  

    Default Re: T-Mobile Telesales lies - lack of QC over telesales phone conversations?

    Quote Originally Posted by BizzyGeek View Post
    I'm still pretty dismayed that T-Mobile doesn't do a better job of policing their sales reps. I'm glad to be saving money over Verizon now but I'm fairly certain that I never would have encountered that type of fraudulent behavior there at least.
    First, it's not fraudulent behavior. The sales rep just didn't know what she was talking about. Fraud requires intent, not ignorance.

    Second, I (and plenty of other people) have had terrible experiences with Verizon, AT&T, etc... It's not exclusive to T-Mobile.
  3. Thread Author  Thread Author    #3  

    Default Re: T-Mobile Telesales lies - lack of QC over telesales phone conversations?

    The fact that she told me that there was no third line on my account indicates to me that she was knowingly lying to me and not just being ignorant. Also she was working very hard to convince me that she knew what she was talking about and that if I called back and spoke to someone else, they wouldn't be able to do anything else for me. And when I did call back, the activations specialist I talked to basically told me that the telesales reps often get a little carried away with the truth because they're commission based.

    As to whether these types of things happen on all carriers, maybe you're correct. My experience is anecdotal and certainly not any empirical measure of quality in terms of customer experience but I never had any such problems in my 10 years with Verizon. That's all I'm saying.
    Quote Originally Posted by raptir View Post
    First, it's not fraudulent behavior. The sales rep just didn't know what she was talking about. Fraud requires intent, not ignorance.

    Second, I (and plenty of other people) have had terrible experiences with Verizon, AT&T, etc... It's not exclusive to T-Mobile.
  4. #4  

    Default Re: T-Mobile Telesales lies - lack of QC over telesales phone conversations?

    Maybe the employee was new, or maybe they just don't understand how the new plan works. I'd just keep calling and talking to different employees until you get the help you need. Or, email T-Force. Those are like the best of the best at T-Mo, and they really know their stuff.

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