Poorest Customer Service

Dear T-Mobile,

Can we please stop pretending this is "customer service" and call it what it really is-harassment with a hold music soundtrack? Look, I've had my share of "delightful" encounters with your so-called support team, but this time you've outdone yourselves. So here we are-publicly.

I'm part of an old group plan (yeah, the one you conveniently ignore until it's time to charge us), and I also have a SyncUp Kids watch line for my son. Life was relatively smooth (if you ignore my muchos past run-ins with your dreadful service). But then, last week, my kid lost his watch. No biggie, right? I've been paying for monthly insurance, so I request a replacement. To your credit, the replacement arrives swiftly. Gold star! But the nightmare kicks in when I try to activate the thing.

I punch in the new IMEI in the SyncUp app-nothing works. So, I brace myself for the inevitable pain of calling your customer care. A lovely lady verifies me, asks for all the details, and then, like clockwork, puts me on hold every two minutes. After 40 minutes of the "hold please" marathon, she drops the bomb: she can't activate the watch and needs to send an email to her supervisor. Fine, whatever, I think. I've got time.

An hour later, she calls back, and guess what? Here's the grand surprise: I have to wait 10 días to activate my son's replacement watch! TEN DAYS to activate an already existing line! I am floored. Speechless. I had to triple-check: "Wait, you're telling me it takes ten days to flip the switch on a device I'm already paying for?" Her answer: "Yes, sir, that's the best we can do."

T-Mobile, this isn’t just bad service—it’s inhumane. Are you still stuck in the stone age, or do you just not care about your customers? Either way, the incompetence is staggering.

Gracias,

A frustrated customer

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