Worst customer service

Dear T-Mobile Customer Care,

I am writing this letter to express my extreme disappointment and frustration with the level of customer service I have received from T-Mobile recently. As a loyal customer of your company for the past 9 years, I expected a certain standard of assistance and respect that has unfortunately been sorely lacking in my recent interactions.

On 8.07.2023, I called your customer service hotline regarding an issue with my already paid for Iphone 14 max pro that was mailed to UPS from your T Mobile facility in Louisville, KY. During the transporting process I received a notification that my package is delayed then an update message from UPS stating that my package is damaged, and the sender (T Mobile) will be notified.  The wait time to speak to a representative was unreasonably long, lasting over 45 minutes. Once I finally connected with a representative, I was met with an unprofessional and dismissive attitude. The representative appeared disinterested in my concerns and seemed to rush through the conversation without providing adequate solutions.

The solution was that my Iphone 14 max pro was going to be refunded between 7-10 business days and if I was to go to a T Mobile store, I would have to pay another x amount of dollars. I then asked the customer service rep why I must wait 7-10 business days to receive my money back for a phone that I purchased that was damaged during the sending process (that ultimately had nothing to do with me) and asked if I can go to a nearby T Mobile store and pick up a phone. The customer service rep then stated that the only solution was to wait 7-10 business days then repurchase the phone.

Furthermore, during the call, I asked to speak with a manager then I was transferred to multiple departments, each time being required to reiterate my issue and personal information. This not only wasted my time but also left me feeling frustrated and unheard. It is deeply concerning that your customer service system appears to lack the necessary coordination and communication between departments to efficiently resolve customer problems.

In addition to the poor phone experience, I attempted to reach out to T-Mobile through the online chat support on 8.05.2023. However, I was met with technical difficulties that prevented me from connecting to a representative altogether. This inability to access alternative support channels only added to my frustration and reinforced the perception that T-Mobile does not prioritize customer satisfaction.

I am truly disappointed by the lack of professionalism, efficiency, and empathy displayed by your customer service team. It is disheartening to see such a decline in the quality of service that I have come to expect from T-Mobile over the years. As a loyal customer, I believe that I deserve better treatment and a timelier resolution to my issues that are still not resolved.

I trust that you take this matter seriously and take immediate steps to rectify the shortcomings in your customer service system. I value the services T-Mobile offers, but unless these issues are addressed promptly and effectively, I am left with no choice but to reconsider my continued patronage.

Atentamente,

Jake Gutierrez