Have your tweets to TMO & John Legere included the names of these useless lying reps? FWIW, last week I visited 3 Sprint stores for info on phones/plans, and I needed a sanitizing bath and new pants after each visit.
Porting from Sprint to T-Mobile
- Thread starter anon(782252)
- Start date
No, I didn't bother putting their names out there because I only had first names which wouldn't help to much in a huge company. And at the time I didn't know that this was going to drag out this long.
Don't even get me started on Sprint. I ripped some poor phone rep up one side and down the other a few days ago. His manager, who I asked to speak to repeatedly, wouldn't even get on the phone.
Just to update...
Ticket has been open for 24 days, 10 days in escalated status, and its been 37 days since I first contacted T-Mobile about this issue.
Still no resolution, the ticket is being 'worked on', no time frame for completion. The rep is going to reach out to me next week instead of me having to follow up.
Ticket has been open for 24 days, 10 days in escalated status, and its been 37 days since I first contacted T-Mobile about this issue.
Still no resolution, the ticket is being 'worked on', no time frame for completion. The rep is going to reach out to me next week instead of me having to follow up.
Well no movement on my ticket but I got my confirmation email today that my reimbursement for final Sprint bill has been approved and should see the gift card in 4 weeks or less.
Just to update, the ticket has now been open for 29 days, 15 days in escalated status.
The rep did send me a DM this morning like she said she would. Apparently the ticket has been assigned to an engineer now. The rep asked if they could get it done this week but naturally they can't guarantee anything. She said she would follow up again in 2 days.
The rep did send me a DM this morning like she said she would. Apparently the ticket has been assigned to an engineer now. The rep asked if they could get it done this week but naturally they can't guarantee anything. She said she would follow up again in 2 days.
Ticket has been open for 31 days now, 17 days in escalated status, and it has been a whopping 44 days since I first contacted T-Mobile about this issue.
The only positive going right now as far as this open ticket is concerned is that I have a rep on Twitter DM that is doing a great job following up with me.
Update: Apparently they won't tell the rep exactly what day they assigned the ticket to an engineer but she did confirm that it had been assigned on the 14th. So, that ticket has been in a state of 'being worked on' by an engineer for 7 days.
The only positive going right now as far as this open ticket is concerned is that I have a rep on Twitter DM that is doing a great job following up with me.
Update: Apparently they won't tell the rep exactly what day they assigned the ticket to an engineer but she did confirm that it had been assigned on the 14th. So, that ticket has been in a state of 'being worked on' by an engineer for 7 days.
Last edited:
And the saga continues...
Ticket has been open for 42 days now, 28 days in escalated status and its been 55 days since I first contacted T-Mobile about this issue.
The rep that was sending me DM's with updates stopped and I had to follow up once again. A new rep picked up the communication and has done pretty good. Supposed to contact me tomorrow so we will see.
I was told 18 days ago that the ticket has been assigned to an engineer. For whatever reason it took 13 days for said engineer to actually start working on the ticket. So supposedly they have been working on it for 5 days now and still no resolution.
Ticket has been open for 42 days now, 28 days in escalated status and its been 55 days since I first contacted T-Mobile about this issue.
The rep that was sending me DM's with updates stopped and I had to follow up once again. A new rep picked up the communication and has done pretty good. Supposed to contact me tomorrow so we will see.
I was told 18 days ago that the ticket has been assigned to an engineer. For whatever reason it took 13 days for said engineer to actually start working on the ticket. So supposedly they have been working on it for 5 days now and still no resolution.
Well, I did contact executive care thru Twitter DM about going from my current 6GB plan to the 10GB option since it was the same price. They said sure, no problem, it will take effect on your next billing cycle, which is in 3 days for me. Took less than 5 minutes to get this done so that was great not having to place a phone call and I can see it pending in my account.
As for the ticket issue, yeah, it's pretty much a laughing situation now. I don't really get it. I can't blame executive care because for the most part they have been helpful and all I can do is trust they are doing everything they can. They tell me they are calling the help desk and then send me a message giving me the latest update.
With that said, however trivial this issue is, it's still a feature of my account that should work if I need it.
The ticket has been open for 45 days now, 31 days in escalated status, and supposedly an engineer has been working on it for 8 days now. As of this morning, still no resolution.
I am supposed to get another update tomorrow so I guess we'll see what happens. Although they can't tell me anything I don't already know because I check my account everyday to see if I can change the permissions.
I will probably start showing some more irritation about how long this has been going on. I've now received my reimbursement gift card and my credit for switching has posted. Might be time to mention how much time I've wasted following up on this issue and see what they will do.
Another day, still no results. Follow up DM came from executive care, still being worked on, they will follow up again on Tuesday.
I asked for a supervisor from the Help Desk to contact me but that's apparently an internal department that doesn't speak to customers.
So an engineer has been actively working on this ticket for 9 days, the ticket has been open for 46 days and the ticket has been in escalated status for 32 days.
I asked for a supervisor from the Help Desk to contact me but that's apparently an internal department that doesn't speak to customers.
So an engineer has been actively working on this ticket for 9 days, the ticket has been open for 46 days and the ticket has been in escalated status for 32 days.
Indyrobb
Well-known member
- Jun 6, 2010
- 210
- 0
- 0
It just can't be that difficult and I don't work in the industry, but I do manage other systems in IT, within Healthcare. It has to be a simple flag that the same guy just glosses over, maybe a new set of eyes will solve it.
For instance, no one at tmobile can explain why even you look at data usage on a desktop browser, it will not show you the time stamp, only date. However, do the same thing in a mobile browser (or desktop emulating mobile), you get the same info plus the time I'm which data is/was used.
Ask for a 2nd person to look at it. Heck, might be a simple Javascript thing based on a hypen of something like that in your name. You might be even able to troubleshoot it yourself using the f12 console in Internet Explorer. Maybe when running that, it'll show where the error breaks.
Heck, if it'll help you out, shoot me a pm on here (we can do pms right?) and I'll do a webex with you if you have time this weekend. Or just email me with the same username at Gmail. Then we'll both go ask tmobile for a credit.
Posted via the Android Central App
For instance, no one at tmobile can explain why even you look at data usage on a desktop browser, it will not show you the time stamp, only date. However, do the same thing in a mobile browser (or desktop emulating mobile), you get the same info plus the time I'm which data is/was used.
Ask for a 2nd person to look at it. Heck, might be a simple Javascript thing based on a hypen of something like that in your name. You might be even able to troubleshoot it yourself using the f12 console in Internet Explorer. Maybe when running that, it'll show where the error breaks.
Heck, if it'll help you out, shoot me a pm on here (we can do pms right?) and I'll do a webex with you if you have time this weekend. Or just email me with the same username at Gmail. Then we'll both go ask tmobile for a credit.
Posted via the Android Central App
It just can't be that difficult and I don't work in the industry, but I do manage other systems in IT, within Healthcare. It has to be a simple flag that the same guy just glosses over, maybe a new set of eyes will solve it.
For instance, no one at tmobile can explain why even you look at data usage on a desktop browser, it will not show you the time stamp, only date. However, do the same thing in a mobile browser (or desktop emulating mobile), you get the same info plus the time I'm which data is/was used.
Ask for a 2nd person to look at it. Heck, might be a simple Javascript thing based on a hypen of something like that in your name. You might be even able to troubleshoot it yourself using the f12 console in Internet Explorer. Maybe when running that, it'll show where the error breaks.
Heck, if it'll help you out, shoot me a pm on here (we can do pms right?) and I'll do a webex with you if you have time this weekend. Or just email me with the same username at Gmail. Then we'll both go ask tmobile for a credit.
Posted via the Android Central App
Ha-ha, I appreciate the offer but I'm just gonna ride it out and see exactly how long it takes them to get it fixed.
I can understand if they are truly baffled by and just can't figure it out. It happens and I get that.
But what I don't get is the lack of sense of urgency for a ticket that has been open for over 45 days. And then why did it take 13 days from the time it was assigned to an engineer for that engineer to actually start working on it? Why assign it if it's just going to sit in a queue?
I feel like the Help Desk is providing not so truthful information about what is actually happening with the ticket.
I'm starting to feel like I have to babysit my account on a daily basis.
Yesterday, my move from 6gb to 10gb took place as it was supposed to. I didn't have a chance yesterday to look at my account so I did so first thing this morning. First thing I see is an alert that one of my lines isn't on a data plan. I look and sure enough my 5th line doesn't have data activated. Sent a DM and it was fixed but this also happened when I signed up for service.
I'm wondering if they just need to delete my account and start over.
As for the service ticket, still not fixed. I'm supposed to get a follow up tomorrow from executive care.
An engineer has been working on it for 12 days now, the ticket has been open for 49 days now and in escalated status for 35 days.
Yesterday, my move from 6gb to 10gb took place as it was supposed to. I didn't have a chance yesterday to look at my account so I did so first thing this morning. First thing I see is an alert that one of my lines isn't on a data plan. I look and sure enough my 5th line doesn't have data activated. Sent a DM and it was fixed but this also happened when I signed up for service.
I'm wondering if they just need to delete my account and start over.
As for the service ticket, still not fixed. I'm supposed to get a follow up tomorrow from executive care.
An engineer has been working on it for 12 days now, the ticket has been open for 49 days now and in escalated status for 35 days.
So after 13 days of 'its being worked on by an engineer' the follow up from executive care today was they have figured out part of the problem. Great right?
Not so much. Now they are opening a ticket so an engineer can fix what they think is the problem.
Wow.
So an engineer took 13 days to identify the problem and now a new ticket so another engineer can fix the problem.
Can't wait to see how long this takes. If they follow the same sense of urgency, maybe this will be resolved by the time March rolls around.
Not so much. Now they are opening a ticket so an engineer can fix what they think is the problem.
Wow.
So an engineer took 13 days to identify the problem and now a new ticket so another engineer can fix the problem.
Can't wait to see how long this takes. If they follow the same sense of urgency, maybe this will be resolved by the time March rolls around.
Now 9 days into ' had to open a ticket to fix it' and still not fixed. The executive care rep that was following up with me on Tuesdays and Fridays has failed to contact me at all this week. I just sent a DM to executive care so we will see if someone responds.
Ticket has now been open for 59 days without resolution. Amazing.
Ticket has now been open for 59 days without resolution. Amazing.
Indyrobb
Well-known member
- Jun 6, 2010
- 210
- 0
- 0
Neither one of my lines had data attached to them after the upgrade from 6 to 10 gigs. I had even chatted online when I saw 2 line items being removed and only 1 being added. But according to them everything would be fine.
My sister switched from ATT to T-Mobile and got in on the 10 gig plan, and all 3 of her lines were missing data. Sounds to me like they had something missing on that particular profile that auto added the data plan when selecting the plan. I'm going to guess that a lot of people are going to be upset soon and we'll see/hear more about it.
Sorry you're having such a difficult time with that. I can't imagine if I'd be that patient.
Posted via the Android Central App
My sister switched from ATT to T-Mobile and got in on the 10 gig plan, and all 3 of her lines were missing data. Sounds to me like they had something missing on that particular profile that auto added the data plan when selecting the plan. I'm going to guess that a lot of people are going to be upset soon and we'll see/hear more about it.
Sorry you're having such a difficult time with that. I can't imagine if I'd be that patient.
Posted via the Android Central App
When I did the upgrade to the 10 GB promotion my wife's line lost data and had to get it restored. The new line took five days to get the data working.
So I did get a response the other day from executive care but from a different rep. I've now had 2 different reps that said they would follow up with me until this issue is resolved. Both did a good job for about 2 weeks and then disappeared. So now I'm on to rep #3 who said she would follow up with me on Fridays. I guess we will see what happens.
Still no resolution yet.
It's been 13 days since someone identified part of the problem and sent it to another engineer to fix. Ticket has been open for 63 days.
Still no resolution yet.
It's been 13 days since someone identified part of the problem and sent it to another engineer to fix. Ticket has been open for 63 days.
And the saga continues.
Got a follow up yesterday and was told that a new ticket for the issue has now been opened due to the amount of time it has taken to get this resolved. The new ticket was immediately escalated as well.
No idea what to think about this. Either this will allow a fresh set of eyes on the issue or just burying a ticket # that has been open for over 2 months.
Original ticket open for 67 days with no resolution and now this new ticket is 1 day old.
Got a follow up yesterday and was told that a new ticket for the issue has now been opened due to the amount of time it has taken to get this resolved. The new ticket was immediately escalated as well.
No idea what to think about this. Either this will allow a fresh set of eyes on the issue or just burying a ticket # that has been open for over 2 months.
Original ticket open for 67 days with no resolution and now this new ticket is 1 day old.
Been a while since I updated...
Issue is still not resolved. About 2 weeks ago the Help Desk closed my ticket and told the executive care team to tell me that my MyTmobile account was not fully registered. My reply was... What? They had me check a few things to be sure and of course I set up my account correctly. The EC team even gets the same error when they try to make the changes.
So, the EC team had to reopen the ticket (under a new number of course) and there still is no resolution.
This is 3rd different ticket number and even though I don't know for sure, it seems like they are just trying to bury tickets because of how long they have been open.
This is day 99...
Issue is still not resolved. About 2 weeks ago the Help Desk closed my ticket and told the executive care team to tell me that my MyTmobile account was not fully registered. My reply was... What? They had me check a few things to be sure and of course I set up my account correctly. The EC team even gets the same error when they try to make the changes.
So, the EC team had to reopen the ticket (under a new number of course) and there still is no resolution.
This is 3rd different ticket number and even though I don't know for sure, it seems like they are just trying to bury tickets because of how long they have been open.
This is day 99...
Similar threads
- Locked
- Question
- Question
Facebook
Twitter
Instagram