If you are having trouble, call 1-800-T-MOBILE (1-800-866-2453). If the Representative is unable to help, escalate to the supervisor. Remain calm, don't blame, and clearly explain your side BRIEFLY. Tell them what you expect of them to make it right. Stay calm, don't get mad and keep trying to work it out. If that fails, write a letter to the CEO directly and explain. The problem WILL be resolved and T-Mobile will bend over backwards to make it right!Here's an example you can use as a template. Remember to send a thank-you note to the CEO. They will keep working hard to keep our business if we do these things! ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------Mr. John Legere, CEOT-Mobile Corporation12920 SE 38th StreetBellevue, WA 98006 Mr. Legere, I wanted to provide written thanks to you & your employees that recently helped me with several problems. As customers, we are quick to complain but not always as quick compliment. I am trying to change that.Specifics: 1. Sending in payment for payoffs on the phones and T-Mobile applying it to services instead, then seeing phone monthly charges afterwards;2. The 1st specialist unable to fix #1, and order a new phone because we missed Tech Support business hours while talking;3. Explaining the issues to the next specialist that talked constantly instead of working.Your supervisor took the complaints in stride and offered a nice gift to compensate me for my time. It confirmed that T-Mobile is sincere about fixing issues and I appreciate it very much.Please thank Brendan, Supervisor with ID number 23139 for erasing the issues completely and confirming I am with the right carrier. I am posting this note on Facebook, Yelp and the T-Mobile forums to spread the word.Thanks once again and keep up the great work! Jeff TexterLoyal Customer----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------If you have questions shoot me a quick note and I am happy to offer suggestions if you'll hear them!.jefftexter

First concern, trying to get a family member as an authorized user on the account has been a nightmare. Multiple calls and attempts have been difficult. After being on the phone for 30 minutes they reluctantly added a $10 credit to my account but this was after I was told multiple times they couldn't help me for the inconvenience.Second concern, my spouse is a veteran and I requested the military discount on my account. I was informed that the military discount is only applied to certain plans. This is unfortunate that veteran's/active duty/dependents are not supported by T-Mobile. I have had an account with this company (previously with Sprint which was transferred to T-Mobile) for 18 years. The quality of customer service is poor and unacceptable at T-Mobile. I haven't been happy with this company since the merge. Interesting that T-Mobile is not BBB accredited...

Where do I begin, I've been dealing with this issue since April. Finally spoke with a knowledgeable person by the name of SheRell. When I tell you this young lady knew her stuff. Very patient and willing to help she went over and beyond to get my situation fixed correctly. Wondering why the first 2 times I had this problem it was just swept under the rug.But it's fixed now and I'm very pleased. Tmobile needs more knowledgeable people like her. I even suggested that she apply for a training position to help others. Thanks SheRell for all your help..

T-Mobile is the worst company ever I have been lied to and withheld the truth so many different times and I left a company because they did the same thing. I was told when I first got with T-Mobile and got service that I would have service at my house and that my Apple Watch would be paid off with a promotion but I was lied too. Again later in the future I wanted to upgrade my lines and was no problem but then I was trying to pay my phone bill and when I was trying to pay it, my bill was doubled of what I owed. As they told me that because I didn't future date my bill (which is what I told the lady to do) I had to pay that amount. Which I was never told anything about this until I called about my bill. Now after that I was told on multiple occasions that I would have more time to pay my bill because of this situation and now my phones are shut off because of all this. So if you're thinking about switching with T-Mobile. Don't because all they will do is rip you off and lie. Spend your money somewhere else.

The company does not value its customers as they claim. They treated me like sh*t after been with them for over a decade. The insurance company they use (Assurant) is equally a fraud. They claimed not to receive my old damaged cell phone I sent back to them during a claim. They were charging me $1,100 for the no-good cell phone. Is this how phone and insurance companies suppose to conduct business with their loyal customer? I am going to file against them and switch carrier.

@jefftexter,That is some great advice, and the template you provided is very well written. I'd like to add that T-Force is a great resource for customers having problems. They can be reached on Twitter and Facebook. Plus it's easier to multitask with when you send a DM and doesn't take up a lot of time!HTGHTGResources:T-Mobile Help (@TMobileHelp) | Twitter T-Mobile - Home | Facebook

Forum Discussion

jefftexter

Newbie Caller

Hace 8 años

T-Mobile Customer Service did a fantastic job!

If you are having trouble, call 1-800-T-MOBILE (1-800-866-2453). If the Representative is unable to help, escalate to the supervisor. Remain calm, don't blame, and clearly explain your side BRIEFLY. Tell them what you expect of them to make it right. Stay calm, don't get mad and keep trying to work it out. If that fails, write a letter to the CEO directly and explain. The problem WILL be resolved and T-Mobile will bend over backwards to make it right!

Here's an example you can use as a template. Remember to send a thank-you note to the CEO. They will keep working hard to keep our business if we do these things!

----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

Mr. John Legere, CEO

T-Mobile Corporation

12920 SE 38th Street
Bellevue, WA 98006

Mr. Legere,

I wanted to provide written thanks to you & your employees that recently helped me with several problems. As customers, we are quick to complain but not always as quick compliment. I am trying to change that.

Información específica:

1. Sending in payment for payoffs on the phones and T-Mobile applying it to services instead, then seeing phone monthly charges afterwards;

2. The 1^° specialist unable to fix #1, and order a new phone because we missed Tech Support business hours while talking;

3. Explaining the issues to the next specialist that talked constantly instead of working.

Your supervisor took the complaints in stride and offered a nice gift to compensate me for my time. It confirmed that T-Mobile is sincere about fixing issues and I appreciate it very much.

Please thank Brendan, Supervisor with ID number 23139 for erasing the issues completely and confirming I am with the right carrier. I am posting this note on Facebook, Yelp and the T-Mobile forums to spread the word.

Thanks once again and keep up the great work!

Jeff Texter

Loyal Customer

----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

If you have questions shoot me a quick note and I am happy to offer suggestions if you'll hear them!

.jefftexter

cocoleaves
Roaming Rookie
Hace 3 meses
I couldn't disagree more. Followed your suggestion for the first dozen or so calls. Now after spending 50+ hours on calls, store visits, chats, and social media, I can confidently state TMobile is unethical at best. Customer support is anything but supportive. I cannot even receive a mailing address or email to dispute fabricated 'late' billing on a cancelled account. The account was closed May 3rd, yet TMobile claims it was closed Aug 9th. However, they are charging me 2 months of past due payments. Customer support has even put me on hold for 30+ minutes and hung up with no call back or explanation. Worst company experience of my life, which is ironic because the actual service was a perfect fit. I went from loving the company based on their products to hating the company due to their billing and support services. What a joke. I've requested investigations on the representatives that hung up on me or 100% lied to me stating all the billing issues were resolved only to later on self initiated follow up calls to find out a dispute was not even documented.
sam3120
Network Novice
Hace 2 meses
We want to compliment Tia at T Mobile. We were switching from both Mint and ATT yesterday and we can't begin to say how professional and patient she was. The process took several hours (not because of T Mobile). Mint proved very difficult to work with. Tia was wonderful and calm. She was extremely knowledgeable of the process. We felt very positive going with T Mobile after being supported by Tia in our change.
Tia stated that she has worked for T Mobile for several years - I believe around 7-8 years. You are lucky to have someone like this representing your company.

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T-Mobile Customer Service did a fantastic job!

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