Disappointed Long Term Customer
T Mobile has truly lost the loyal customer focus they previously had. I've been with this company for over 12 years with a great payment history. I was looking to upgrade my 4 lines. Was told by the first representative that they were going to get me an "Exception Offer" since I was a loyal, long term customer. This was due to me not looking to change my current plan. I was told would receive a call in 5-7 business days. In the 9th business day I reached out and was told that my offer was waiting on the next line approval and I would receive a call in a few days. Received another call saying my offer is moving through the approval process and should be completed in 24-48 hours. I had to go out of town for a business trip, so 5 days later I was reaching out again because no one contacted me. Upon speaking with this representative, I was told that my offer had been denied. I told them that I was told that it was moving through the chain of approvals and was waiting on the last one, now suddenly it was denied with no explanation as to why. They keep pushing a so called deal for me to upgrade my phones by changing my plan, which in the end would end up costing me $120+ more per month. How that is a deal for me, I don't know. It's a deal for them to continuously fatten their pockets. Given the fact that they've had several data breaches over the last couple years and my data has been affected, they need to be add giving as possible. At this point I'm looking for a different carrier, because I don't feel like an appreciated customer. I hope they realize that they will not only lose my 4lines, but I have plenty of family, friends and acquaintances that are feeling the same a myself. They stand to lose at least 50 lines from us alone. That doesn't include the other customers that are fed up with T mobile's bs. Word of mouth spreads fast.
horrible experience and useless insurance
Pay for insurance on all of my phones. Dumb idea. Insurance means nothing and I've paid for phones several times over for nothing. Two of my sons go to get phones fixed through insurance at the local store. Separate incidents at separate times. They are told there is nothing that can be done. They get cheap replacements and move on. Topic finally comes up months later as they do not live at home with me. T-mobile refused to replace their phones and I am STILL paying for the insurance. Nothing but the run around from t-mobile. A "supervisor" calls me and tries to strong arm me into buying additional phones. Talks over me. YELLS at me. Doesn't listen to what I am saying. The t-mobile app (worthless) shows not the boys' original phones, or even what they have now, but something different entirely. And somehow all of this is my fault. This is ridiculous. They tell me I have been with them for over 12 years. I think it is time to take the free phones from Verizon and move on. Cannot get anyone to actually listen and offer assistance. The chat is ridiculous. It takes forever for anyone to answer and they must be watching tv or answering fifteen different people given the time it takes for follow-up answers. Fine, you've outsourced your customer service to India, but have at least one person in the states that I can talk to…horrible experience
Pay for insurance on all of my phones. Dumb idea. Insurance means nothing and I've paid for phones several times over for nothing. Two of my sons go to get phones fixed through insurance at the local store. Separate incidents at separate times. They are told there is nothing that can be done. They get cheap replacements and move on. Topic finally comes up months later as they do not live at home with me. T-mobile refused to replace their phones and I am STILL paying for the insurance. Nothing but the run around from t-mobile. A "supervisor" calls me and tries to strong arm me into buying additional phones. Talks over me. YELLS at me. Doesn't listen to what I am saying. The t-mobile app (worthless) shows not the boys' original phones, or even what they have now, but something different entirely. And somehow all of this is my fault. This is ridiculous. They tell me I have been with them for over 12 years. I think it is time to take the free phones from Verizon and move on. Cannot get anyone to actually listen and offer assistance.