Does T-Force actually help anyone?

[Nakrohtap]

I just wanted to get peoples opinions on T-Force @tmobileHelp on Twitter.
Is it just me or do they just reiterate the terms of a plan or other information that is already known, but don't technically help you?
They use a lot of over the top expressions to make them seem enthusiastic to help you. But, in the end, you are just frustrated that they didn't.
I know what the terms of JOD used to be in its inception. They clearly changed them because it was clearly not a good business model. T-Force continues to use the reasoning that they are requiring down payments to keep the monthly payments low for the customer.
What if the customer doesn't mind the slightly higher monthly payments? Sorry, you don't have a choice. They know what's better for you.
Clearly, they must know they are not helping by clarifying the terms and saying that "most" phones are zero down. Yeah...the ones I don't want.
I also saw another person asking today about the free MLB at Bat that was offered yesterday on the T-Mobile Tuesday promotion. He said he missed it and wondered if he was just too late and out of luck. Basically, he was asking for a favor for someone to find a way to get him the free content.
(I realized this morning I missed out on this as well).
The response, which clearly wouldn't satisfy him, was "We're always working on new and exciting deals every week, stay tuned for future offers!"
Wow! That surely helped. Another satisfied customer experience.

So, does this seem to be the norm? Them leaving customers frustrated realizing they don't have any authority?

 

[Almeuit]

I haven't used the Twitter discussion much. I did for some minor things and they worked on it and got me fixed up. I know friends who used them a ton but still had to go back and forth a lot to get stuff done. Some had to just go to the Executive Office in order to get it actually fixed.

As for the JoD change I am sure they won't mention it. I haven't seen John Legere say anything about it so I am sure this is one of those "under the radar" things. I do remember they tried it in the Note 7 but changed after the rage that came... Not sure if that will be the case with the S8 / S8 +.

 

[racedog]

Frankly, yes, this seems to be the norm. But, it's not only tmobile. I had Fi for over a year and you always see postings about how good their support is. It's no better than anyone else but they do seem to have a lot of training to show how enthusiastic they are to help you but it seldom translates into real help and if you ask a technical question they don't seem to know anything.

 

[anon(782252)]

I would say they mostly do but more so in DM. Their public responses will always be canned and towing the line.

As frustrated with them as I am about the JoD down payment (Tmobile in general,not reps) and some other issues I've had, overhall I'd give T-Force a B for support. They'd get an A if I hadn't been flat out lied to about promotional pricing.

 

[Nakrohtap]

I agree in that they do get stuff done quickly for the basic stuff. However, I can't look to them any more for problem solving as they just basically reiterate their rules and don't have any authority to help you escalate resolution of a non-standard problem.

 

[LeoRex]

Well, everyone has different experiences. First, as has been said, if you tweet at them publically, you are going to pretty much get a generic response, and maybe a request to send them a private message. You aren't going to get a lot of help yelling at them across a crowded room. Direct message them... that's when you will get a contact that will work with you directly.

Personally? I am DM'ing @tmobileHelp pretty damn near exclusively to get help on my account now. They respond quickly and take care of my issues in a pretty reasonable amount of time. I've communicated with them on Twitter several times recently to take care of a few different issues. First time was during the Note 7 debacle, which they did a great job in taking care of me, and most recently some account issues... they did a great job clearing up a problem that occurred when a telephone CS rep did something stupid to my account during the Magenta Friday promotion.

I just drop them a DM, they usually respond back within a half hour and over the course of whatever time frame I choose, resolve the issue.

 

[ajb1965]

I've ordered my last two phones using Tforce and use them regularly for questions and inquiries about my account. I wouldn't say that they are necessarily any better than phone support, but as others have said, they are much more enthusiastic and easier to deal with than the phone reps. And on the plus side, if people do have major beefs John Leger does respond and your complaints are getting right to the top.

 

[steveh552]

I've had plenty of luck with them. When ordering the iPhone 7plus they were unable to fill my order as promised twice and they set me up with a 256gb for the price of a 32. Other occasions with some billing issues they worked with me until it became correct.

 

[daddyd302]

Well I'm having alot of problems with their retention csr to a point where they are hanging up on me because they don't want to listen to me asking them where my new replacement S8+ is and why it hasn't shipped 9 days after I asked them for it. I've never used tforce before and I just sent them a DM asking for help because retention don't seem to care.

How long does it take them to reply? I left them a short message along with my phone number and last 4 digits of my social. I hope that wasn't a mistake.

 

[cgardnervt]

Well I'm having alot of problems with their retention csr to a point where they are hanging up on me because they don't want to listen to me asking them where my new replacement S8+ is and why it hasn't shipped 9 days after I asked them for it. I've never used tforce before and I just sent them a DM asking for help because retention don't seem to care.

How long does it take them to reply? I left them a short message along with my phone number and last 4 digits of my social. I hope that wasn't a mistake.

I'd say within 10-20 minutes in most cases.

 

[daddyd302]

I'm so happy I found this thread. I was about to ditch T-Mobile for the way they been treating me. I finally got a hold of someone who would make sure that my new S8+ would ship out and not make empty promises. Well worth the wait to get someone at Tforce vs retention.