horrible customer service
Avoid the store at all costs, I went in because out of the box l've had pixel burning issues on my screen and I only got it two days ago.. Instead of helping me with the return process the manager Vanessa told me no about a dozen times her workers around her were really nice and they helped me but she told me no and to get out of her store and then when I refused and said I paid $1,900 for this phone and it's broken she accused me of breaking it called me stupid and then told me I shouldn't have been so careless so then I demanded her manager she went to the back without saying anything while I was still talking to her she then came out and said she could do a return for the same phone but I would have to ship the phone out and she was going to print me a shipping label she went back to get the shipping label on the phone with her manager came back with him on the phone and said I want you to leave because I don't like you. I was like okay I'm not leaving until you fix my issue they told me to leave again and her manager on the phone said something was going to be held on my account and it was going to reflect and I said no this isn't my account this is my mother's account nothing can reflect on her account so then I said I'm not leaving until you tell me what you did to my mom's account and they said we're calling the police and I said good call the police because you ripped me off in 1900 bucks won't replace my phone and called me stupid called me a liar and I said I'm not leaving until you tell me what happened to my mom's account I can't afford to pay her back she wouldn't talk to me and didn't say anything until police came The police themselves had their guns almost drawn yelled at me to get out of the store I did so almost grabbed me and wrongfully detained me to the point where now I'm going to probably file a report against Bothell Police for not giving directives, having their hand on the butt of their guns, wrongfully detaining me, telling me l'm going to be arrested for trespassing when you don't get arrested for trespassing and I hadn't even been trespassed yet, The store was withholding information from me to keep me there 1 even told them I was going to leave if they told me what was wrong with my mom's account. had done nothing wrong wanted help with a problem that I assume they could fix but so far T-Mobile is trying to help us but this store is absolute garbage. I didn't threaten anybody I didn't say anything bad to anybody I elevated my voice cuz l'm an excited talker l'm also a big guy so she knew that she could have the cops on her side she even put a blanket over herself from the back who goes to work with a blanket? You were trving to play the You were trying to play the part of the innocent little girl when you were not you even looked at me with a smirk on your face when the cop asked me a question that never took place... Vanessa, You're terrible at your job T-Mobile needs to be held responsible for not replacing a phone when I open it out of the box and it's got burnt pixels on the screen as if this Was a refurbished phone T- Mobile is selling people refurbished phones and saying their new! This is absolutely unacceptable I went in for help and got the cops called on me and trespassed there's going to be a lot of recourse happening because of this and possibly terminating our contract with T-Mobile I'm so irate and never been so publicly humiliated by Vanessa if that's how you do business with customers who are having a hard time because they spent $1,900 and have a phone that is functioning but not perfect 1900 I should get perfection....I've been a customer for 20 years and this is how they treat me and my mother? Verizon has a deal right now where we can get three phones for free... People like Vanessa are why I hate going to stores and hate getting new things because if it doesn't go right it's never the customer's fault... have nothing to gain you sold me a lemon and then publicly humiliated me and then barred me from your store.... .T-Mobile especially this one on thrashers corner in Bothell Washington needs to be avoided as long as Vanessa and her manager are there. Even the rest of the employees hate the people they work for they say it to you when they're not there.
HORRIBLE customer service.
Firstly not well trained individuals at the store who talk down on the competition… very tacky. Second the call representatives don't seem to understand English very well, they say don't worry when clearly there is an issue, they say we are taking care of it…. When they are not. Then you get a text message saying all of your concerns were addressed, when they were not… gaslight much? they do not handle concerns. I was unable to be transferred to a supervisor and customer service appears to be harassing me with phone calls three days in a row because they clearly don't communicate that I already talked with someone and I took care of the issue they were stating which by the way was due to untrained staff at their physical location who misguided in the process of keep and switch photo submissions. Im very frustrated to say the least and wondering if I made a horrible decision switching from my previous carrier.20 Year T-Mobile Customer - Customer Service had become very inadequate, terrible. Rude.
ExtremelyPoor Customer Support. I will try to be as brief as possible. My family has been with T-Mobile for 20 years. In 2015 I purchased an iPhone 8. With the iPhone 8 I purchased Apple support. Few weeks ago, the battery charger port on my original iPhone 8 failed, and I wassend a replacement iPhoneby T-Mobile under my extended warranty agreement of 7 years. The replacement iPhone had lots of intermittent issues. After several failed attempts yesterday I replaced my first replacement phone with a second iPhone 8 under my Apple extended warranty through T-Mobile. With the previous phone and the current one I've been trying to get assistance with issues with my Apple Watch with connection to my 2nd replacementiPhone When I called for support today, the first rep kept putting me on 'Hold' the phone and coming back and I'm assuming to either look up or ask someone how to support an Apple product.This was also my previous experience less than a month ago on the original bad iPhone that I was sent by T-Mobile, the customer service rep didn't have the product knowledge and really wasted my time. So today I went through two service reps the second service rep instead of trying to fix my issue with my Apple Watch. Wanted to sell me another line for $10 for my Apple Watch. After clearly explaining why I was calling this individual ignored that and wanted to sell me a service. Instead of addressing my needs. I requested a supervisor and then after the supervisor, C., Team Coach, being actually kind of rude to me, ask me if I wanted to add a additional line to my watch after I clearly told her why I was calling and why I wanted to speak to her. She just wanted to clarify. The Team Coach kept interrupting me and speaking over me. I hope the conversating was recorded by T-Mobile I was shocked. I'm extremely frustrated. The supervisor continued to interrupt me as I was trying to explain the situation to her andshe kept assuring me how good she was with Apple products, but would never be quiet enough long enough for me to get the issue resolved so I finally just hung up. If there's anyone here, who's getting ready to switch to another cellular service recommendations are requested. I'm not sure what is happened with T-Mobile's customer service. I put up with bad cell reception for two decades because of customer service with T-Mobile was excellent. Apparently that's no longer the case and no longer reason to stay with them. I've invested literally thousands of dollars in multiple phones, Apple devices and accessories through T-Mobile. Why do I keep receiving bad iPhone from them? No Q.C.? I guess if you area legacy customer T-Mobileis no longer concerned about customer retention. T-Mobile will be losing five customers in the next 60days and I noticed from the comments my family is not the only oneleaving T-Mobile, disappointing. Greg B - Houston Texas xxx.xxx.4523
Horrible Customer Service Experience
Been with T-Mobile for 19 years, never a late payment and outside of calling to upgrade phones or do so in a store a couple times, never call for help with anything. I recently got an upgrade to an Iphone 15 Pro Max and while doing so over the phone I asked the rep if the $225 bill credit would be applied to my device directly and she assured me that it would be. Fast forward to when I get the phone and my trade in is received, it shows up as a bill credit on my balance - not my device. I figure no problem I call customer service and ask for help they assure me that it will be handled and apologize for the trouble. I wait and notice it doesn't get updated and eventually I'm calling once per week to ask for status even when I'm being assured that it's going to be handled and applied to my device as they said it would. Finally today, I called again for help because I noticed it still wasn't applied. I got a rep named Zaria (ID Number 9992511365) based in the Albuquerque branch of T-Mobile who told me I should have read what I signed because I only get it applied to my device if I do it in person. I said I asked this exact question and they told me it would be and not to worry. She says "Read what you sign!". I'm not that guy usually but I asked to speak to her supervisor and got a guy named Greg - nice enough guy who gave me a $40 bill credit for my trouble which averages out to $10 an hour for the time I've wasted on this. Greg assured me that Zaria would be looked into and she needs to be. I requested that the call be listened to and evaluated and will place complaints here, BBB, google and anywhere else I can. No one deserves to be disrespected like this rep did to me. Her treatment of a 19 year customer was horrible and it will be the reason I end up cancelling T-Mobile when I pay this device off.
what happen to my payment arrangment?
i finished paying off a pervious payment arrangement, than set up a new one for the bill this month. apparently it disappeared and my service was suspended with out warning. no text warning me was received at all either. i call customer service trying to get help but ended up getting gas lighted that i never set up a payment arrangement. never in my life have i received such poor service.i never should have been suspended in the first place. had i known of course i would of just set up an arrangement again before i got suspended.i work for uber so getting my service suspended while working cost me atleast 100 dollars. this feels highly unprofessional and i do not appreciate how t mobile has treated me. Has this happened to anyone before?
Almost 2 decades with T-mobile, but switching to AT&T today thanks to horrible customer service.
Started with making a payment arrangement. I set up a payment arrangement recently. I was going to pay my outstanding balance today (9-29-22, payday). Somehow the system gave me payment dates of the 25th and the 27th! Called sunday, spoke to Jasmine. After 45 minutes of her repeating the same thing about some button she can't push and NOT transferring me to the supervisor, she says she set up an alert so that if my service is disconnected before i make my payment this afternoon, she will waive the reconnect fees and manually restore my service. Well, of course at 6:30 this morning my service was disconnected. Noone available to speak to before 7. At 7, spoke to Dexter who read the notes and said that he saw what Jasmine said but he himself was unable to do it and it had to be Jasmine. He said he would send a message to Jasmine. I asked for a supervisor and was told they were all in a meeting. 3 hours later I haven't heart anything so I called back. Spoke to someone (didn't get her name) who read off a speech about all the things we couldn't do and according to the notes on the account nobody told me anything about a manual re-connect. Asked for the supervisor because she kept saying she looked through the transcripts of my conversation with Jasmine, but i asked could someone review the actual recording so they can hear their employee telling me what she said. I was put on hold. 3 times she came back to tell me they were reviewing the information. Finally she comes back to say there was nothing she could do, the supervisor said so. Again I asked if someone reviewed the recording and she admitted she hadn't and couldn't. So again I ask for supervisor. Then came Cicily. The single most arrogant, condescending and rude person I have spoken to at T-Mobile ever. She proceeded to tell me there is nothing to be done to give me any help until I've made a payment. I asked her if she reviewed the recording, she said she didn't need to. Repeated the payment speech 3 more times. I asked again if she reviewed the recording, then she told me i was interrupting her. I let her finish everything she wanted to say. Then I asked again if someone would review the tape so that they could see i wasn't making it up. She finally said she did hear toward the end of the call that Jasmine did in fact tell me she would manually reconnect my service, but that she was wrong and should not have said that and that I didn't need to know what was going to happen to Jasmine (which i didn't ask). I said, so you know that i was given incorrect info after repeatedly asking for a supervisor and there is still nothing you can do to help me. She then repeated her make a payment speech. I asked to speak to her supervisor to which she replied "I am the supervisor". So I again asked for someone above her in the organization chart. She said there is "no one else here". I said so is there any one anywhere I could speak to. She said no. I asked her name and she gave it. I told her i would be listing her name as the reason i'm leaving a company that i have loved for almost 20 years and her response was "that's fine". I am livid. I understand that it is my responsibility to pay my bill on time and this is hardly the first time i've been late. But I have always paid my bill (a pretty substantial bill i might add), but in this terrifying economy where most of us live paycheck to paycheck, you mean to tell me that a few hours extension is too much to give a longtime, loyal customer? And to be spoken to in such a manner. ABSOLUTELY LIVID!! Thanks to Cicely, When my paycheck does hit this afternoon, I will be using it to take AT&T up on one of the many offers i have declined in the past due to my loyalty to T-Mobile.
malo
I regret terribly that I switched from Cricket to TMobile!!!!! I have spoke with 5 different people and my situation is still unsolved, NOBODY dis what they promised and it has caused a very emotional trip on me due to this, I would not recommend NOBODY and I mean NOBODY EVER SWITCH TO THIS SERVICE!!!! I was with Cricket for 13 years, the only reason I switched was because the Christmas promo they had and IT WAS THE WORST MISTAKE OF MY LIFET-Mobile, fix your customer service. It is extremely poor
You outsourced your customer service at the expense of your customers and you're not listening to all of the complaints you're getting. I have wasted hours(not minutes) on the phone with customer service because our conversations keep getting lost in translation and they do not understand how to handle complicated issues, so we keep going around and around in circles. I couldn't even open an account and get a device at the physical T-mobile store because you guys ran multiple credit checks on me because of the extremely poor customer service on the phone. And in the end I couldn't even get my device, and all I got was a lower credit score. Thanks T-mobile.