Forum Discussion
Customer service is almost as bad as actual phone service
Having switched from Verizon Wireless to T-Mobile about 20 months ago, I have regretted the decision almost from Day 1. I did it for the lower monthly payments, and those have come true. However, they have come with quite a cost…..about half the time my phone literally will not dial out. I'll "hit" a contact to make a call, and then I'll be greeted by stone silence. There's no ringing, dialing, etc. After waiting a while, I hang up -- which takes about 10 to 12 seconds -- and hit "redial." Then, the call usually starts dialing and goes through.
That would be bad enough, but far too often when I'm able to complete a phone call it disconnects mid-sentence. For no apparent reason, the call just drops. These problems -- both the failure to dial out and the dropping of calls -- have no pattern. They happen at home and when I'm driving, and they happen at all times of day. No, the local "tower" is not having issues. It is not an "outage" problem. It's a system problem that seems to impact Android users more than Apple users.
As a "solution" to my problems, Tech Support switched me from the promotional Galaxy A12 to the REVVL 6 Pro 5G. Now, my problems remain the same; nothing has improved. Amazingly, the local T-Mobile store employee confided to me that the REVVL is crap. ¡Gracias T-Mobile!
So, to recap, my problem with T-Mobile has nothing to do with special apps, features or promotions -- all the gimmicky stuff found on T-Mobile Tuesdays. My problem with them is that they just don't provide basic telephone service. Is anyone else in this same boat?! Is there a special place in hell for T-Mobile executives who certainly are aware of this problem and are content to not fix it? I guess time will tell.
fubar wrote:
formercanuck wrote:
fubar wrote:
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I've been often given the "you should find another provider" speech often by TMobile execs after many escalations. It seems that for some areas, they'll pay you off to leave, rather than fix the issue.
They offered to do that and I declined. They refused to provide any kind of paper trail or other tangible proof of the transaction after it was done. That would have left me completely exposed for T-Mobile to ruin my credit rating claiming I hadn't paid for the phone. It was a risk I didn't want to take.
My situation vis-a-vis T-Mobile is not my first rodeo with an unscrupulous and incompetent service provider (looking at you Comcast).
NEVER AGAIN WITH COMCAST EVER! I'd rather go without!
I travel all over the US for work 80% of the time I have no issues. Lately it's been more frequent not only with spotty cell service but the inflight wifi only works ½ the time. A lot of flights the Tmobile option isn't even on the inflight website. I had Verizon almost 30 years, they gave me one too many price increases so I left.
I get what your saying about customer service. They ask the lamest questions making a 5 min text take 30-40 minutes. I think they want to frustrate you so you just go away. But if I'm inflight and my wifi won't connect I've got nothing but time LOL
formercanuck wrote:
fubar wrote:
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I've been often given the "you should find another provider" speech often by TMobile execs after many escalations. It seems that for some areas, they'll pay you off to leave, rather than fix the issue.
They offered to do that and I declined. They refused to provide any kind of paper trail or other tangible proof of the transaction after it was done. That would have left me completely exposed for T-Mobile to ruin my credit rating claiming I hadn't paid for the phone. It was a risk I didn't want to take.
My situation vis-a-vis T-Mobile is not my first rodeo with an unscrupulous and incompetent service provider (looking at you Comcast).
syaoran wrote:
Customer Care and the service.for me and those on my account has been nothing short of awesome! If you aren't happy with the service or support. You can always switch. No carrier covers 100% and all of the carriers combined don't even come close to covering 100% of the entire United States.
I'm happy for you. My experience has been very different. Your experience does not invalidate mine (or the others on this thread with similar horror stories)!
I a.m. switching. I was in the middle of a phone purchase contract that I had to take care of first.
I don't live in rural North Dakota. I live 6 miles as the crow flies from downtown Portland, OR...a major population center in the Pacific Northwest. I had great service when I had Sprint. I've owned iPhones since the iPhone 5. The only thing that changed was the replacement of Sprint with T-Mobile. Ergo, T-Mobile cuenta_con to be my problem.
fubar wrote:
The first- & second-line people only say "I'm sorry for the inconvenience"...no admission of any kind of problem at all. The "executive response team" member admitted they knew all about the coverage issues in my zip code and that they weren’t going to do anything about it. S/he advised me to find another carrier.
Your experience isn't far from what id consider as the norm. Fortunately, for me, the coverage issues are areas that i visit/travel through.
Ive been often given the "you should find another provider" speech often by TMobile execs after many escalations. It seems that for some areas, they'll pay you off to leave, rather than fix the issue.
Customer Care and the service.for me and those on my account has been nothing short of awesome! If you aren't happy with the service or support. You can always switch. No carrier covers 100% and all of the carriers combined don't even come close to covering 100% of the entire United States.
Whiskers007 wrote:
They know what is going on! Do not let them fool you on customer service, when they say "oh the coverage works perfectly in your area".
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The first- & second-line people only say "I'm sorry for the inconvenience"...no admission of any kind of problem at all. The "executive response team" member admitted they knew all about the coverage issues in my zip code and that they weren’t going to do anything about it. S/he advised me to find another carrier.
They mumbled something about a "comprehensive coverage survey" and the survey team would be contacting me. Crickets of course.
I've paid off my phones and, after New Years', I'm going to start auditioning new carriers. A couple of the MVNOs for ATT & Verizon have "try before sign up" offers. I'm going to try those first. My phones need to be carrier unlocked before I can do any of this.
I’m only taking T-Mobile’s advice...
They know what is going on! Do not let them fool you on customer service, when they say "oh the coverage works perfectly in your area". Uh, no it does not because we are all experiencing dropped calls, no service, missed calls straight to voicemail. I just wrote another post. I am frustrated to no end. Sprint was always reliable. TMBILE THE WORST.
Yep. I live between Portland and Beaverton, OR. My cell service is non-existent without the 4G CellSpot in my living room. If I go out to the end of my driveway, I don't even have enough service to make a phone call.
I have to drive maybe ½ mi away to get enough service to make a phone call.
As long as my internet stays up, everything is fine. However, if the power goes out the internet goes out and I have to get in my car, drive ½ mi away (back toward Portland) to get enough service to report the outage to the power company.
TMO must get a cut rate at the contract agency where they hire their customer support people. They're all long on big smiles and happy horseshit but NONE of them are worth the oxygen they consume in terms of providing any kind of customer service.
If you escalate past the front-line service people, you're usually connected by some other 'droid who thinks he's God's gift to the universe and "why are you bothering me with your petty problems anyway". This person will to his damnedest to just piss you off so that you hang up or send the call back to a front line person (who is completely clueless so you have to start over at the beginning of the story).
The phone service has suddenly become unreliable and patchy at best. Most times I have no service. This started in the beginning of December . I've spent countless hours on the phone w/ customer care and tech, but no one seems to know what is going on; I keep getting different information, and sadly customer care is not what it sue to be… My situation was escalated to the senior executive specialist, but he could not even get through my number to call, couldn't even leave a message, due to the poor phone service provided by his company… I wonder how many calls I'm not getting… I did however get an email form the executive, only to learn, he could not understand what was happening, and sadly could not offer me any other advice or support; I've been w/ T-Mobile for over 18 years and never had any problem, but obviously something has seriously changed and ALL calls are either dropped or never received. SO FRUSTRATING! And the executive to have no ideas for a solution is pretty troubling.
