Lost faith in the un-carrier

Okay here goes, not just another rant from a long term customer. I have never had issues like this before from T-mobile customer service, in fact the experience is normally very positive and issues where solved quick and easy. I have even gone to the level of getting many people in our small rural community to switch to their phone and home internet service. We only have 1 isp for this area and that is AT&T dsl service (10 Mb/s Down .5 Mb/s Up). As for cellphones it is once again AT&T or Verizon...It wasn't until after the sprint merger that our little town seen new option 3….T-mobile. Very few people knew about it and even fewer knew about the home internet. I had been a contractor in south Mississippi for a few years and have been through every carrier and isp there is to try to test who had the best coverage and fastest network. Speed up time I became disabled and moved back to the Midwest to be closer to family. That said I have converted many people in the community to both cell and home internet as no other service has come close to the reliability and low cost of T-Mobile.

Okay back story to this upcoming statement for background….

I am totally furious at the business practices as of late. For years call for support if it was ever needed get a direct person on the line who takes care of the issue at hand prompt fast and with care. Fast forward to a few years…outsourced call centers and no care as to how a customer is treated. To be fair here you could be a day one person or a 15+ year customer they care not as long as they make their buck. This seems to be a sad path that all companies make anymore and I hate to see it go down this path. 

I last month was at the end of my lease, upgraded my phone. During said call I made it very clear the nearest store was over an hour away from me.I made it very clear to the rep on the phone I would need physical shipping labels. I do not own a printer I told them, nor can I leave my home for long trips. I was given "personal guarantee" by the rep labels in boxes for the phones I had upgraded. A week goes by and the new phones arrive. I swap sim cards and transfer all data to the new phones everything was fine there. The phones work just fine and signal is even better than before. My only issue no return shipping labels. I figure no problem I will just dial 611 and get customer support on the line. This was the start of a very disappointing series of ongoing events. I have been hung up on and told by two more rep's that the labels are on their way and they both gave me their "personal guarantee". I have yet to be rude or hateful with anyone. I wait a week to see if any mail comes in…nothing. I contact the company again and again…..well now I am here. Even tho there is nothing rude hateful or anything disrespectful here, I will probably have my post deleted as they do not tolerate people who stand up for what is right. I was promised over and over again with everyone giving me their "personal guarantee" this issue would be taken care of...it has yet to be solved. I hold up to my word and obligations, i have never missed a payment nor have I ever gone back on doing what I said I would do. I would really like it if this company would do the same. I am sick of being told and promised everything is okay when it is far from.

Most recent round of customer support they have e-mailed me return shipping labels...but they are for the new phones and not the old ones. I seem to be unable to be clear and direct enough to their support staff. Once again I will have to call in and no telling how much it will cost me this time. I have already expended loads of my time and soon to be a very expensive taxi ride to cancel my service for my problems.

As I said before, The company use to be great and would try and get people to switch all day every day. Now I would recommend them as much as I would AT&T or Verizon...that being not at all...very sad and very furious it has come to this.