No Love For Loyal Customers of 20+ Years?

The funny thing is that shortly after I made this post, someone called me and asked how my experience was with TMobile. … I don’t think the poor guy I was talking to was ready for my answer or really knew how to process what I told him. 
 

But even after all I expressed to him, I'm pretty sure it was all for naught. They're not going to do anything. 
 

I'm definitely going to consider switching once the 14 comes out. There's practically no reason to stick around anymore. 

I've been a Tmobile customer for 15 plus years and for the past 5 years I've been buying my phones outright instead of doing the promos being offered. Two years ago I bought my Pixel 4XL for 50% off without having to add a line or change plans 4 months after the phone was released.

Luckily I'm not a fan of Apple or Samsung.

I pay $60 a month for 2 lines of unlimited talk, text and data so it doesn't bother me to buy my phones outright.

I agree the t-mobile customer service is not what it used to be.  If you had an error or mistake on your account you used to be able talk to a supervisor and get credit over the phone.   They honestly do NOT care at all about their customers!!!!   I have been with them for over 15 years now and they used to value loyalty.  NOT ANY MORE …..THEY HONESTLY DO NOT CARE ABOUT THEIR CUSTOMERS AT ALL!!!!!!!!!!

My husband accidentally hit the contact number for 411 (because t-mobile had it in the contacts when my husband bought the phone).  My husband "did not mean to use it and NEVER EVEN TALKED TO ANYONE". I called to get credit for this mistake and they were so rude and said there were minutes (a minute each call!!) so they were charging for it!  What!!??  First of all, my husband is 75 and he never asked to have ANY of their stupid directory assistance numbers or ANY of their numbers put in his phone.  THEY DO IT INTENTIONALLY HOPING YOU WILL USE IT SO THEY CAN CHARGE YOU FOR IT!!  THEY CHARGE 3.19 FOR EACH DIRECTORY ASSISTANCE CALL ...REALLY!  This is ridiculous first of all because no one would ever even use their assistance for a phone number because everyone can google whatever phone number they want.  It's a scam and another way they can get more money from you.  Well, I have since deleted that number from all our phones and we WILL BE LOOKING TO SWITCH SERVICES SOON!

Thanks goodness I am not the only one, been with Tmobile since Feb or March of 2005 and let just say am seriously looking into Verizon now. I am over them and how loyal customers are treated.

you might opt to jump over to their forums and in their search bar type in “long term” or “loyal” and see what all pops up..the grass might seem greener on the other side but you would be better off researching it first before making said hop over said fence.

t-mobile does not care any more. I have been with this company for 17 years. I have a phone that does not work properly and asked them to give an upgrade phone that does the daily calls and apps ….they giving me hard time, after many days and hours on the phone, their manager who is extremely unaware of promotions or options, say you have to pay over $600 for a phone, or wait until chrismas , may be there is a promo at that time, or just go with another company!!!

Is that what T mobile does about 17 years loyalty?. we asked them...even tried to reach the CEO….the answer was : we do not care!!!

conclution: perhaps tell everyone about this experience and pack our bags to leave and go with another company who is more decent than T mobile.

First, I want to say that I chatted with 3 different t-mobile agents all conversations were civilized and professional on between us.

I wanted the Pixel 7 Pro 512 gb option. T-mobile is the only provider that has the 128 gb option - nothing more. Verizon has the 128\256\512...ATT has the 128\256 option. So if I go with the 512, I will buy the unlocked from Google.

To be thorough, I asked if there was any type of loyalty plan for a customer of 20 years. The answer I got from 2 different reps was 1) you have one of the best plans available. 2) We have a 2-1 plan if you want to buy a new line.

I specifically asked if there was a loyalty plan and was told from the reps (eventually) no. I did not demand a loyalty freebie\discount - just asked what would happen if went somewhere else and they said good luck (very nicely of course).

Fortunately my line has been free from any obligation other than the monthly bill - phone is paid off. I will check out other providers and determine if T-mobile is the least expensive with the best prices and options. It's too bad because if they would have even so much as sent a thank you letter and a couple bucks off one monthly bill, I wouldn't bother looking around. As a matter of fact, I may pay more for another provider if they have extra perks that t-mobile doesn't have. I'm not looking for a free phone or a monthly discount - just something to show they actually care about a 20 year customer. The reality is that t-mobile is a business, and not my good buddy, so I get that lack of emotion is not personal. So I would suggest that if you can get a better deal with out lowering quality of service, don't be loyal to a company that doesn't care about retention. T-mobile has mislead or lied about more things to me than quality of support but I still have stayed a loyal customer. Being a customer may change soon - not as a threat, but from purely a business decision.

gramps28 wrote:

I pay $60 a month for 2 lines of unlimited talk, text and data so it doesn't bother me to buy my phones outright.

If my rate was that low, I wouldn't mind either. The closest I can get to that is to switch to Spectrum, which is definitely on the table.