How this company managed to acquire a top rating among anyone is beyond me. My guess is that the only people who participate in the surveys live within large metropolitan areas and never venture out of them.
Let’s start with customer service.
I took my phone to a T-Mobile establishment to get the SIM card replaced and the young man who took possession of my phone and proceeded in breaking the tray and destroyed my SD card. It had some valuable information on it. This little arse then had the audacity to blame me for breaking the tray. He did manage to shove the broken tray back into the phone with a new SIM card, but the little piece that covers the outside where the tray sits was now gone. He also broke the little key off in the tiny little hole where you insert the darn thing to get the tray out. I had to buy a new phone when he informed me there was nothing T-Mobile could do to make things right. I ended up buying a new phone, it sucks.
From this we’ll go to Customer Service. Customer service my bottom, more like Customer Hell.
I contacted this nightmare service, that would rival any of my books and I write horror, and with that the abundance of lies began. I’ve talked to five, yes five, reps and with each one the lies poured forth with such abundance I couldn’t believe anything anyone said by the end of this four month long endless spouting of bull crap. The first rep told me there was nothing they could do it wasn’t their problem. This was when I went out and bought the new phone. Like my phone before, it was a Samsung and when it got updated by Samsung it turned into nothing more than a brick due to my location. I’ll get to that part soon, maybe.
The second one I talked to promised me a new phone and, get ready for this one, a temporary tower so I would get better service at my new home. Yes, this is where things get interesting. I spent hours on the phone with the young woman. I was trying to get away from the new place and back to the old one because I had to be at a funeral the next day in another state. Like I said, she promised me another phone. Cheapest they had I might add, and it would be in my hands by April 20, 2021. This call took place on April 10, 2021. On Saturday, April 17, 2021 I got a call from this young lady that I was unable to take when she called so she left a voice mail on my phone. She informed me that T-Mobile had a promotion, and I could get the cheap phone and all I had to do was send in my new phone as a trade in. That wasn’t mentioned before and certainly no promotion was mentioned. Now you want me to trade in this new brick that I paid more than twice for to get something cheaper. Stupid I’m not.
I called again. This time I got a young man. After a couple of hours on the phone with him we came to an understanding. Or so I was led to believe. I would trade in my phone for a higher quality phone, and I would pay a one-time bill of $300.00. I had to pay the tax on the phone right then. I did. The next thing I get is an email stating I had agreed to them drawing out a payment plan of 24 months at a price that would have ended up with me paying the full amount on the phone and they would still get the brick. Are you kidding me?
I called again. Another two hours on the phone. I have to say that this young man didn’t try to hand me a line of crap. He flat out said what the others had told me wasn’t true and he did apologize for how things had been handled. He would try and do what he could, and they would be investigating what had transpired. Thank you Q for being honest.
The next day I got a call from a manager and she handed me the same line of crap about the agreement, but they would credit me six months on my bill and even with this they would still be coming out making more off the phone they were sending than it was worth and charging me interest payment on top of that. My response was “No, I’m done. I’m switching to a new service. Good-bye.” And I hung up.
Shortly after I got a new email thanking me for my order and they sent me another agreement to sign.
Third thing regarding T-Mobile and this is the big one.
Regarding whom they get to do their surveys. The reason I made the statement it must be only people who live in large, congregated areas with people who never venture out of them is because once you get outside of a city you loose service. Even if you are on the expressway, you will hit large areas that have no service. You get off the expressway, good-bye T-Mobile. If you don’t believe me, pull up their site coverage map. They don’t have any coverage outside a city. This was the reason for the lie about putting in a tower out close to where the new house is. Yes, it is in a very rural area. I also know that T-Mobile isn’t liked in this area. People do talk. I’m often on back roads because of what I do but when you can’t get service on major highways or anywhere else for that matter, how can you be listed as one of the top contenders. The reason for the phone being called a brick, when Samsung updated the phone, I lost even my wireless signal to that phone at the new house. I may have fixed that problem; I’ll know when I get back to the new place.
To sum it up, T-Mobile sucks in customer service, following through with what they tell their customers and lying, and unless you want to spend the rest of your life inside the boundaries of a large, populated location and never leave, coverage.
I made my last call today, April 21, 2021 to inform T-Mobile that they had 48 hours to credit my credit card. We’ll see how that turns out. Anyone want to take any bets on this one?
Oh, one last thing. I started recording my calls with T-Mobile. There is a certain satisfaction in informing the person you’re talking to that this call ‘is’ being recorded for quality assurance.