20 Year T-Mobile Customer - Customer Service had become very inadequate, terrible. Rude.

Extremely Poor Customer Support. 

I will try to be as brief as possible.

My family has been with T-Mobile for 20 years. In 2015 I purchased an iPhone 8. With the iPhone 8 I purchased Apple support.

Few weeks ago, the battery charger port on my original iPhone 8 failed, and I was send a replacement iPhone by T-Mobile under my extended warranty agreement of 7 years. The replacement iPhone had lots of intermittent issues. After several failed attempts yesterday I replaced my first replacement phone with a second iPhone 8 under my Apple extended warranty through T-Mobile.

With the previous phone and the current one I’ve been trying to get assistance with issues with my Apple Watch with connection to my 2nd replacement iPhone

When I called for support today, the first rep kept putting me on 'Hold' the phone and coming back and I'm assuming to either look up or ask someone how to support an Apple product. This was also my previous experience less than a month ago on the original bad iPhone that I was sent by T-Mobile, the customer service rep didn't have the product knowledge and really wasted my time.  

So today I went through two service reps the second service rep instead of trying to fix my issue with my Apple Watch. Wanted to sell me another line for $10 for my Apple Watch. After clearly explaining why I was calling this individual ignored that and wanted to sell me a service. Instead of addressing my needs. 

I requested a supervisor and then after the supervisor, C., Team Coach, being actually kind of rude to me, ask me if I wanted to add a additional line to my watch after I clearly told her why I was calling and why I wanted to speak to her. She just wanted to clarify. The Team Coach kept interrupting me and speaking over me. I hope the conversating was recorded by T-Mobile I was shocked. 

I'm extremely frustrated. The supervisor continued to interrupt me as I was trying to explain the situation to her and she kept assuring me how good she was with Apple products, but would never be quiet enough long enough for me to get the issue resolved so I finally just hung up. 

If there’s anyone here, who’s getting ready to switch to another cellular service recommendations are requested. 

I'm not sure what is happened with T-Mobile's customer service. I put up with bad cell reception for two decades because of customer service with T-Mobile was excellent. Apparently that's no longer the case and no longer reason to stay with them. I've invested literally thousands of dollars in multiple phones, Apple devices and accessories through T-Mobile. Why do I keep receiving bad iPhone from them? No Q.C.?

I guess if you are a legacy customer T-Mobile is no longer concerned about customer retention. 

T-Mobile will be losing five customers in the next 60 days and I noticed from the comments my family is not the only one leaving T-Mobile, disappointing. 

Greg B - Houston Texas
xxx.xxx.4523