Forum Discussion
Poor Customer Service
I am very very upset for my experience with T-Mobile customer service, I am a new customers and just transferred from another carrier. I talked to an agent before opening a service and I told her I have 3 phone lines that I want to transfer. She told me about the 3rd line free promotion but she just sent me 2 SIM cards and told me that I can get the 3rd one later, without telling me any restriction that apply to the promotion. Later I activated my 2 phone lines and trying to add a 3rd line for free with a new phone from T-mobile, I made the purchase after I received a confirmation from the agent that I will get the 3rd line for free. But after I paid, I realized that I need to pay monthly charges for the new line, I keep asking then the agent finally told me that if I add a new line later, I won't qualify for the promotion anymore, 3 lines will need to be activated at the same time.
This whole thing is totally a scam. The agent doesn't even trying to help me solve my problem, just saying that you either pay for the monthly charge or the new phone. I literally need to pay for the mistake caused by the customer service and I wouldn't have to chose to switch to T-mobile at first if this is what I got from them.
T-Mobile customer service is pathetic, and continues remain at that level. Agents can't answer the most basic questions, and it takes a long time to get any closure. I don't think this should be a surprise to T-Mobile mgmt. Is anyone even bothering to fix the issue?
I began to notice this issue when T-mobile moved its call centers off shore. Nothing against making a good business decision, when it IS executed properly. Shame on this company!
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I have been with T-Mobile 25 years - recently had a breach on my phone - needing a new device asap - but still have balance on current phone - reached out to corporate to see if they would help with a credit for new device and was told no - only current promotions available - however they sure push getting a new line - they need to review their policies and try and keep customers - I have 5 phone lines and 2 trackers - as I am looking at other carriers I am sure my business will be appreciated
I agree! I recently switched as well and I asked several times about TMobile Customer Service and of course the Rep told me it was good. It is not good. It is very poor. I tried reaching Customer Service 3 days in a row. Each day I waited on hold over 20 minutes and never did get anyone. I finally had to hang up. Complete waste of time. Then I tried the "Customer Service" Chat. Again, nobody came online to chat. Meanwhile I am getting a message from TMobile that they need a response by July 1st but there is no way to respond. It's a total scam and perfect way to screw customers. I am so regretting switching to TMobile.
