I just want to start this discussion out by saying that I love how companies
have pages and pages of GREAT things to say about their companies but sweep
under the carpet everyone they dissapoint. This is coming from someone not NEW
to this service but has been with them for over 7 years. Have paid my bills on time
every time and upgraded multiple times.
Now onto the bigger issue. My issue started with T-Mobile Rep(s) on the 21st
of Sept.2013. I ordered through the website a IPhone 5c. This was the starting
point of the worst experience with T-Mobile and is still occurring. Once the
order was placed and I received a processing order email as well as tracking
number I noticed that they had shipped my item to the wrong location. Mind you
I paid $30 extra for expedited shipping. So my total came out to $150. I
freaked when I saw that, I immediately called them and explained that an
alternate shipping address was provided online when they requested it before
closing the purchase. It took 2 hours for me to finally get a representative
online after several of them to get an answer of "We cannot do anything
with the order because it has not been shipped. Have to wait for it to shipped
first for us to cancel and change the address". As you can imagine after
being transferred to 4 different people and given the run around for almost 2
hours I was really frustrated. So I waited until the next day it was supposed
to be shipped. Called T-Mobile back for the wonderful 1 hour run around, until someone
told me that "I have to wait after the attempt of shipping and once it
come back to the shipping location then they could change the address". So
there goes another day of waiting. Called wonderful T-Mobile support with a
little better response time of 30min for them to tell me "That they tried
changing the address and cancelling the order with no success. " They
apparently didn’t have the access or the ability to override.(Which means the
first couple of conversations, someone either lied to me or just gave me the
run around). So I took it upon myself to call the shipping company and they
assured me that if I call T-Mobile they have the ability to change address as
well as cancel. But due to the "CONTRACT TERMS" that T-Mobile has
with the shipping company a receiver cannot change that info. He assured again
that if I did that after we got off the phone my device would be shipped out me
the next day. Called fabulous T-Mobile back with my information gained and it
took them 1 hour to say it’s impossible for them to do that they cannot help.
Just have to wait 3 days for the device to get back to them. The only other
option was to order another device through them on the phone call to
"ENSURE" everything was done correctly this time and no mistakes. So
we went with the process, I agreed to over 15minutes of contract mumbo jumbo.
The final piece was to send a confirmation e-mail. Two days go by no email. At
this point I am beyond frustrated. Called T-Mobile back got the run around for
another 2 hours until someone tells me that "Hey we can send another email
to you so you can confirm and have this one on the way." At this point I
declined and say cancel all my orders. Of course NO ONE in the entire TMOBILE
corporation has access to do anything except take your money and give you run
around for days. They gave me excuses how the second order was pending and can’t
be canceled and that the other order hasn’t arrived at our location. So I say
whatever let time take care of that, so I personally walk to a T-Mobile store
and was happy because they had 1 more IPhone 5C left in the store. Walk up to
the counter in all my glory and start pulling out my wallet and getting my
information ready. And low and behold T-Mobile finds a way. So the
representative at the store could not allow me to purchase my phone because
apparently these devices that I ordered online were added to my financed credit
amount. They said I went over my amount which means I cannot get another phone
until their paid off or their removed from my account. This lead to another
1hour and 30min on the phone with T-Mobile to figure out what can be done.
Guess what kids?... Nothing could be done. (Totally not related to the issue,
as I walk away with no phone yet again, another walks in and buys the one I
just had in hand to purchase). So I wait until the next day thinking maybe it
would be better, it wasn’t at all what so ever. Same thing over again 2 hours
of being transferred to 5 different departments and 5 different reps. Honestly
in the 7 YEARS I have been with T-Mobile I have never had an issue with them.
Boy was it a horrible experience to go through. Over a week and a half of
chasing, wasting minutes, aggravation, stress and anticipation. It was for
nothing. I expected way better support from T-Mobile, even if the customer
support in general was bad it wouldn’t have bothered me but what did bother me
was, even their most loyal customers getting treated poorly to say the least
and for lack of words. Even up to the point of me wanting to cancel my contract
with them and start up a service with their competitors and closing the other 5
accounts that I manage for family members.
So as I sit here typing this review, I still currently do not have a new
device and cannot even do anything on my account because it has been chocked up
with these 2 devices that I no longer want, that have already been paid for
through my bank account. My honest opinion is that this support was on the same
level of support that you would get from Comcast. I don’t know about who is
reading this but, Comcast does nothing to help unless you threaten to leave and
close the account and go to competitors. The only difference here was T-Mobile
reps were ready and willing to push forward and help you complete your process
to close your account. No hesitation, no hold on what if, no maybe if we. Just
yeah, sure, here is what you pay and you have a good day. Also a by the way don’t
let the door hit you on your backside on your way out. Honestly never have felt
so backstabbed by a company that I have been loyal to for so long. Some of you
reading might say it’s just a phone provider. The reality is you pay THOUSANDS
of dollars to this provider over the years and expect some type of loyalty
back. Even if it’s a scratch your back and Ill scratch your back basis. This def.
was not the case at all or near it. Here’s hoping that someone can make this
right in a big way because this was completely and utterly a waste of time.
Sincerely,
Disappointed 7 Year Loyal Customer