I'M GOING TO VERIZON AFTER 21 YEARS ...GATEWAY IS THE WORST MISTAKE EVER

21years wrote:

WHERE DO I START???? I was so excited on FEBRUARY 2ND 2022 to install the Tmobile home internet Gateway. It was supposed to take 15 minutes...it ended up being 8 hours to get it to work correctly I should have known right there that this was a giant mistake when the tower they sent had a bad modem chip! I had to go to the nearest tmobile which is 30 minutes away wait 45 minutes to be waited on to get the new one (because they didnt want to inconvenience me) got home 30 minutes later to spend several more hours to get it to work. A MONTH LATER...NO INTERNET..ANOTHER MODEM ISSUE..it was call after call to INDIA where no-one can speak to you about the issue because they are to busy reading from their book of what to say and just keep talking over you the entire time. Sooooo I wait the "overnight" send which is always 3-4 DAYS. They were so kind to not charge me for the expedite ands gave me a discount of $25 which never went to my account. OHHH and I forgot to add that the 8 hour debacle for my trouble I was getting a $40 charge for 6 months..THAT NEVER happened shockingly there was no "note".  NOW IT IS MAY...the internet GOES down..I called talked to a guy again in India who tried to give me a hundred excuses as to what the problem may be. I was away for the weekend came home and no internet but somehow someone must have moved it too close to a microwave.  Soooo its been 4 days of phone calls I talk to someone for 2 hours on MAY 16th. WE FINALLY get straight that I am not calling about a phone problem🤦‍♀️🤬.  She will send me MY 4TH TOWER SINCE FEBRUARY 2ND because once again the modem is not woking.  ON the 19th I call to find out where the tower is I HEAR CHICKENS IN THE BACKGROUND AS THE "TECH SUPPORT" PERSON TELLS ME THAT THE LAST PERSON NEVER PUT IN THE ORDER FOR THE NEW ONE! SOOO here I am BACK on hold MAY 20TH with yet another person SANDRA who is reading from her book about being so sorry for the inconvenience as I demand to speak to a SUPERVISOR WHOHAS BEEN BUSY THE PAST 35 MINUTES. I have lost my mind on this and am looking up VERIZON PLANS as I wait on hold. 

I’ve been with them for 21 years! thats longer then most marriages! and I am still on hold….

Sorry to hear. I can absolutely relate to your frustration. I once had a complaint and spoke to a supervisor about getting some credit back and he says:

“Sir, I see you received over $3K in credits as a TMobile customer so I don’t think we can give you more.”

Right there I wanted to punch the guy in his face, but all I could do was counter with:

“That’s right Mr. Supervisor but is that the payoff and trade in credits that TMobile gave me for bringing all 5 lines/phones from ATT to TMobile or are you saying I call every day complaining about random things and I’ve racked up $3K in credits so far (I don’t BTW)?”

After about 10 sec of silence he goes:

“Sorry I can’t see the line items on the credit, just the total.”

The rest of the conversation was getting an apology and getting the $10 credit that I asked for. I still felt so wronged that I wanted to cancel everything from TMobile, but I admit I get such a great deal with my corp discount, I got to just suck it up and move on. However, if you can get an equivalent deal elsewhere, save your frustration for the person who handles cancellations. It's far more satisfying and they may buckle and give you an offer you can't refuse.

That's what I did with ATT. They kept screwing up my billing and I gave them an ultimatum - if they screw up even by one penny in my next bill I am cancelling. I made sure they noted that on my account. Of course they screwed up again so I called to cancel and I couldn't wait until the cancellation guy asked "why are you cancelling?" It was very satisfying. I got the payoff statement and switched to TMobile. I actually didn't know about my corp discount until after I switched so that was a bonus.