Employee Review

I have been a T-Mobile customer for over 20 years now and find myself having to move to another carrier. I received my new Galaxy 10E but after a month or so started having issues with messages, email etc. I called customer service, went through all the fault finding and it was determined that there was an issue with the antenna or at least what I was being told. They graciously upgraded me to the 10+ which worked flawlessly. Normal return process, mail back the phone through USPS which was done however it turns out they claim the phone was never received. On three different occasions I have spoken with rep's and managers trying to resolve this with the latest call being today. I was basically told they could do nothing and that I would have to continue paying for equipment that I no longer have in my possession. This is the 2nd time I found myself in this predicament, same issue occurred a few years ago, warehouse received the return but didn't log it in and magically it disappeared. Granted they corrected this for me and all was good.

I am appalled at the lack of willingness to correct this issue, I guess there is no accounting for 20 years of customer loyalty!!! 

Another disgruntled customer but I guess that doesn’t matter to a billion dollar company.

We'd like to thank SHIRLEY (ID#1233320) for INCREDIBLE service she provided us, very knowledgeable customer service rep! Just overall wonderful experience, we are customers for over 16 years, and this rep really stood out. Five representatives were trying to help us with the issue, and nobody could, our 6th rep, SHIRLEY, not only figured out why everyone else failed but fixed the problem and our issue was 100% resolved. YOU NEED MORE REPS LIKE HER. THANK YOU VERY MUCH.

I was waiting for the survey  at the end of my call today to leave a good review of the agent that helped me. I believe his name was Gregory at the Texas Corp. location. Thanks Greg, you were able to resolve my issue in 10 minutes that I was trying to take care of for 2 months 

I want to give a shoutout to Angelica Perales and Erick Portales from the North Riverside, IL T-Mobile store. They both took the time to explain the best way to get my mom's Sprint iPhone 5 onto my family plan and were really personable and professional. I hope you keep hiring folks like this since customer service (even more than network speed or phone offers) is what sets T-Mobile apart. You have my email if you need to follow up.

I've had the worst customer service for the first time with T-Mobile. After waiting over and hour to speak to a representative  and stating my issues so we can find a way to resolve them I was hung up on . I'm very disappointed  

Every single time I call in I get transferred to the wrong department and waste minimum of two hours of my day. I started to cancel service but then was sent to collections before I even received a final bill. (Within a week of canceling, sent to collections) WTF!!! So I remember how to handle this kind of scandals from the early 2000's and the old cell carriers like Cingular wireless. I called back and begged to be reconnected. Fortunately the collection letters stopped for now. Time will tell. Monitoring my credit report. Cheaper to keep service than to cancel and settle debt also compromising my credit report. Other downside is I already sent the device back. It took them a month to ship another while on back order. So here again I need a refund for the month without service but instead of refunding that month on autopay they charged an extra $23 dollars. Sat on hold once again only to be transferred to technical support over $83 they owe me. At this point I have spent well over 6hrs trying to straiten out my account. My time is worth much much more. TMobile, shame on you and your shady practices. The device itself works great and its sad you have such a great product but zero trust from customers that have to interact with you.

Repeating posting to bypass their “duplicate content block”

Every single time I call in I get transferred to the wrong department and waste minimum of two hours of my day. I started to cancel service but then was sent to collections before I even received a final bill. (Within a week of canceling, sent to collections) WTF!!! So I remember how to handle this kind of scandals from the early 2000's and the old cell carriers like Cingular wireless. I called back and begged to be reconnected. Fortunately the collection letters stopped for now. Time will tell. Monitoring my credit report. Cheaper to keep service than to cancel and settle debt also compromising my credit report. Other downside is I already sent the device back. It took them a month to ship another while on back order. So here again I need a refund for the month without service but instead of refunding that month on autopay they charged an extra $23 dollars. Sat on hold once again only to be transferred to technical support over $83 they owe me. At this point I have spent well over 6hrs trying to straiten out my account. My time is worth much much more. TMobile, shame on you and your shady practices. The device itself works great and its sad you have such a great product but zero trust from customers that have to interact with you.

Julie H. wrote:

We have been T-Mobile customers for 17 years. Recently we upgraded our phones at a retail store. Unfortunately at the store we were misled by a promotion and it turned in to quite a mess. After no success working at the retail store I spoke with Whitney a T-Mobile expert in Maine who was understanding, professional, knowledgeable and came up with a resolution that we were happy with. We were very unhappy with T-Mobile prior to luckily getting matched up with Whitney. We will now continue our long standing partnership thanks to Whitney. My recommendation here is to make sure you deal with a corporate T-Mobile store and not a third party retail store. We did not realize there was a difference and something T-Mobile should let customers be aware of. To find out a corporate store location you can get that information easily from Customer Service.

 

 

3 months old but Sprint had the same thing. if memory serves you can usually tell by the name on the boards.. it’ll say something like Sprint on the primary brick and mortar stores and “by Sprint” on the privately owned ones….so not sure if its the same thing with the TMO stores compared to the privately owned ones.

Goodmorning! I have recently spoken to Paul over the phone and he has given the most AMAZING service to me 🙂 .I'm going through a really hard time right now and he was so understanding. The service he gave , It was quick and he didn't give me a hard time at all . T-Mobile keep doing what you're doing with Paul ! . I wish I could get him every phone call . THANK YOU GUYS !! ❤️

Best service ever!  @Queen5667300@T-Mobile has the best above and beyond attitude. Problem solver and a true asset to the company! 

I opened up a chat on the t-mobile website on 12/7/2021 and asked if the offer below requires the customer to add a new line. The agent just kept telling me that only the Magenta Max plan will give me this option. I said the ad says "on any plan" not just Magenta Max. I also told the agent, go to the website, click on deals, select "Apple" and then they could see the deal I was referring to. It took me 4 times of copying and pasting the same thing before they bothered to read it thoroughly and finally realized that the ad says "any plan" and that I was not referencing some deal offered through the Magenta Max plan. They said it didn't require the addition of a new line but they still didn't seem to know what they were talking about. 

I went to the t-mobile store to talk to someone in person. It turns out that although the ad sounds like the iPhone 13 Pro and the AirPods are half off with an eligible trade in, it is only if your trade in is worth $400+ dollars. The ad is misleading. Is this false advertising? They make it sound like the iPhone 13 Pro and the Airpods are half off as long as you have a device that can be traded in!

DE REGRESO A PEDIDO DEL PÚBLICO
La combinación perfecta. iPhone 13 Pro y AirPods a mitad de precio.
With 30 monthly bill credits when you trade in an eligible device on any plan