Oops, no experts at all and YES a 'SNAG"

I used 3 different browsers, 2 different pcs, my phone, went to local store, went to another store( 1 hour roundtrip) a not expert said it would be a definite fix, but of course not. How many hours of my time does it take to get average service? It's not a broken website, as they can't do it over the phone or in a store. How hard is it to hand over a phone from a store inventory?????? I used to have the best luck with tmobile but since the sprint addition the service and the not experts have gone downhill. Can we get a new CEO or someone who cares? 

Twice now they have promised a call bac, but of course that doesnt happen. I am not really interested in switching as i had 7 years of decent service. The Knoxville experts are amazing, but now i keep getting routed to western not experts.  

OOps we hit a Snag! WTF fix it 

there is also contacting them through one of their social media platforms like Facebook or Twitter..you start off with tier 2 support instead of the call in tier 1 support.

How do we as customers get a solution?????

I don’t use either of those platforms, but I appreciate the suggestion. 
 

I invested another 3 hours today and made it to possibly a tier 3 named Ronald. He would not properly identify himself. The tier 2 helper was determined, but ultimately a waste of time. No one seems to believe the problem exists and they keep thinking it's something that you just have to keep trying over and over for 2 weeks until it works. I'm definitely losing my patience. I'm guessing the merger with Sprint has caused more problems than they can handle. At least they didn't blame it on covid. 
super frustrated, I’m allegedly receiving a call tomorrow with a fix. 

I wish the experts, dedicated specialists, and their supervisors would have the courtesy to read all the notes or all the chat information instead of forcing me to repeat the same stuff over and over again. 

Have you tried live chat? Scroll to the bottom and click on the support tab and after a few seconds a live tab chat will appear if available.

Yes, that was 2.5 hours today with a tier 1, 2, and maybe a 3 named Ronald. I'm sure it's hard to believe but I have been dealing with this since the beginning of October but the past 2 weeks I've spoken, live chat, driven to two different stores, and allegedly dealt with 2 tier 3 or higher. The best responses I get are from taking their text surveys and responding with a zero on every category. That gets the attention, but still no resolution. 
this is one of the biggest customer service fails I've had and by far the worst experience with T-Mobile. I used to be a fan as the prices were lower and the service was good, it's just not the case anymore. 

I asked several times for the alleged supervisor to give me a number where I could get help, he would not ask anyone else.