how to leave a good customer service review?

We've been a 20+ year ATT customer and we recently switched to T-Mobile. We were not sure if we made the right choice to switch service providers, but after we left the S. Pasadena, CA store, we concluded that we made the right choice. We received the best service we ever experience from a mobile service provider. Brandon L. from this store went above and beyond to ensure that we received the best deal, best price and best service ever. Brandon was honest and transparent throughout the process and actually came in on his day off to make sure that he was able to activate additional phones for my family members. Brandon went way and above the call of duty. We truly appreciate Brandon and his service. 10+

I love seeing all the positivity and exceptional experiences. I do my best to make sure that every person that is patted on the back by customers on the Community is recognized internally as well. 

Thanks for sharing and keep them coming :D 

@HeavenM I would appreciate if you could please pass this up the chain!

I had exceptional customer service on Thursday 8-24-23 by an employee named Thea (unfortunately, I do not have her @). I had previously had my phone number changed by a friendly employee named Sheila on 8-9-23, due to unwanted spam calls. On 8-24 I called and explained to Thea that I was having technical issues logging into my account, as for some reason my new number hadn't yet been associated with my T-Mobile account. She listened attentively and was very friendly and confident that she could be of assistance. Before and between any hold time she was thorough in explaining the reason for the hold, and was apologetic for the inconvenience. She was empathetic to my need of being able to access my account and I felt that she genuinely wanted to solve the issue.

She tried multiple solutions that were unfortunately unsuccessful, however, she remained persistent and confident that the issue could be resolved. In between all of this she kept me updated on what was going on behind the scenes. She was able to escalate the issue to tech support and they resolved the issue within a few days. My only regret is that I did not receive the follow up call from her once it was resolved to be able to thank her! It may have been an error on my end, as I have unreliable internet connection unrelated to T-Mobile and had not yet set up my voicemail box.

I don't usually write reviews but I was SO impressed by her tenacity and diligence to do her job well. I am very satisfied with the service and will be continuing to use T-Mobile. I wanted to give credit where credit is due! Thank you, Thea. 😁

-Spencer

johncarlo@t-mobile : Thanks for all your help. We were stuck badly since sim was locked. Your suggestions helped us to resolve the issue. Thanks alot for your patience in spending time and guiding us. 

After communicating with 5 T-Mobile representatives over-the-course of the last several weeks, today, I finally got some "positive" results.  Tiara, thank you.  Though my issue was not resolved to my satisfaction I am sure you did your best.

Issue: just over a year ago I found the opportunity to test the TMobile home internet service; however, the service would not connect in my area. Subsequently, I physically returned the item to the brick and mortar store located on Smallwood Drive in Waldorf, MD.  The representative accepted the device back into the inventory. I thought it was a done deal. But that is where the issue began. 

The representative failed to follow the established administrative procedures to make the request to discontinue service for my home internet service. Service that I unknowingly continued to pay for for more than a year.  When I discovered the additional item attached to my account I questioned it.  I was told that it was for my home internet service. I relayed that I have never had the service.  The representative checked the records and agreed that at no time had I ever connected to the home Internet service and that my unit had been returned in May '2022. Sir, they said you have been over charged by $700.00 and are due a refund.  Three reps later and I still had no refund. Two didn't annotated the conversation. Today, through Tiara's diligence she was able to get me a resolution.  Though TMobile owes me 700.00 they will only credit me 165.00 (three months of the over charged period). It was relayed to me that it was my fault that I had not check my monthly bill and discovered the issue earlier.  I say, it was their negligence for not following protocol for the turn-in procedure.  Of course, they win because they hold the cards because if I fail to pay my monthly bill in an attempt to recoup my fraudulently taken money they will suspend or cut off my services.  Even worse they would only credit my account instead of issuing me a check for the 165.00.  

Advice: scrutinize your bill because it is not their responsibility to treat a customer right by following their established protocols. 

As much as I like the service, I am about to look into Verizon or maybe consumer cellular.  

Hello! Just wanted to say that "Rix" helped me out today and did a fantastic job. Made sure multiple times that everything was taken care of and went above and beyond.

Hola @HeavenM!

Just want to also give my kudos to Anne@T-Mobile for the great customer service. The call ended at Aug 2, 2023 10:58pm Eastern Time.

Not only did she go above and beyond to help me, she also seemed genuinely happy to be on that phone call with me.

Great job, Anne!

Grace@T-Mobile

She was absolutely amazing! She helped me with my billing concern and solved my issues. Graze went above and beyond. She took the time from her busy day and removed the unauthorized charges on my account. I would HIGHLY Recommend Graze!!!!!!!!!! Keep up the good work.

theres alaways THAT poster that must come in and shut down all the positive posts in a thread for positive posts lol.

VERY DISAPPOINTED with customer service especially online, over 3 hours and 5 transfers later I was able buy 3 phones from them. Been with them 10 yrs and I believe it's about time to look for another provider.