Poor customer service and coverage led to customer "defection"
I had a customer come to my store today (Cingular in case you don't know me) who left T-Mobile due to 2 reasons:
1. he couldn't use his phone in his apartment, when everyone else in his building with any other carrier could.
2. and when he called customer service to find out his options, he waited to get nothing but the runaround. in his words - "horrible customer service" -he had to spend 45 minutes on the phone to get nowhere - just promises of alleged towers going up near him.
He even went so far as to not even bother porting his number, he cancelled and paid the ETF.
When i explained to him rollover he was upset that he didn't come see us first. (he was talked into t-mob by an ex-girlfriend)
he was totally willing to pay mor...
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1. he couldn't use his phone in his apartment, when everyone else in his building with any other carrier could.
2. and when he called customer service to find out his options, he waited to get nothing but the runaround. in his words - "horrible customer service" -he had to spend 45 minutes on the phone to get nowhere - just promises of alleged towers going up near him.
He even went so far as to not even bother porting his number, he cancelled and paid the ETF.
When i explained to him rollover he was upset that he didn't come see us first. (he was talked into t-mob by an ex-girlfriend)
he was totally willing to pay mor...
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Jinx... it's crazy you mention that story 😲 Now for any who frequent the forums you know that I've had T-mobile before and their cust svc is first rate 😉 and I never really had a problem with their coverage! Had to say that so you guys wont think I'm bashing BUT my cousins girlfriend just started with T-mobile ohhh about 5 mths ago. She used to work for Cingular but made the transition fine (cheerleading for T-mobile and all) DUDE.... how about they get ZERO coverage in their apt!!!!!!! 😳 I mean nothing from the time you walk in the front door. So they're over to my place sunday for football and my other cousin comes over who recently switched to Cingular and we're all talking about phones and he's upset because of some problems...
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I'm not a "basher." In fact I respect allot of carriers. Mainly Verizon but anyways/ I'm sick of this Cingular bashing T-Mo's coverage. Yes there are places where Cingular gets coverage and T-Mo doesn't/ But, their are allot of places where it's the opposite. I've worked for att/cingular, and now I work for T-Mo. As far as a comparison there is none. Cingular is the ****y-est/ ****ty-est company I have ever seen. You gave One example/ from One area. In my area my store contributes to over 150 Cingular port-outs a month. And each one of those customers has their own Billing horror story or coverage issue to tell. Also, people do not realize how much coverage varies due to phone issues not network problems. For ex. Nokia 6600 / 6101 gets 2 bar...
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Tell T-Mobile to do something about their coverage because I am fed up with them and I am leaving for another carrier. Get More my fanny!
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sophiapetrillo said:
Tell T-Mobile to do something about their coverage because I am fed up with them and I am leaving for another carrier. Get More my fanny!
Well, we hope you'll be happy wherever you go. Don't let the door hit you in the fanny on your way out.
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That's a scary thing to hear from a T-Mobile employee when I'm 4 days away from sigining on with T-Mobile 😳 ...
Just curious, are you planning to leaveT-Mobile to go work for a carrier that you do feel has good coverage?
Just curious, are you planning to leaveT-Mobile to go work for a carrier that you do feel has good coverage?
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What area are you in? Just because coverage is bad in "nlambert82"'s area doesn't mean that T-Mobile's coverage is bad everywhere. I think you should sign up, and see if you have good coverage during the 14 day trial period. See if they work for you. Don't go by what that person said.
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Exactly, lots of people have problems with t-mobile's coverage, and than there are lots like me who get great coverage, just depends on where you live, so try it, if you dont like it cancel with in your 14 days!
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osofrench said:...
I'm not a "basher." In fact I respect allot of carriers. Mainly Verizon but anyways/ I'm sick of this Cingular bashing T-Mo's coverage. Yes there are places where Cingular gets coverage and T-Mo doesn't/ But, their are allot of places where it's the opposite. I've worked for att/cingular, and now I work for T-Mo. As far as a comparison there is none. Cingular is the ****y-est/ ****ty-est company I have ever seen. You gave One example/ from One area. In my area my store contributes to over 150 Cingular port-outs a month. And each one of those customers has their own Billing horror story or coverage issue to tell. Also, people do not realize how much coverage varies due to phone issues not network problems.
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I agree...Cingular definitely like to Bash T-mo. I am also a T-mo employee. I have t-mobile service as well as cingular. I live in an area where t-mo doesn't work and half of my family works for cingular. So I carry both services. About 8 months ago my car got hit and due to damage my car alarm got screwed up and had to be rewired. The shopped that fixed my car messed the wiring up and it drained my battery while I was shopping one day. Unfortunately for me I had left my T-mo phone at home that day. When I figured out that my battery was dead and went to call my mom, i kept on getting call failed...time after time after time. I was at the one place in the city I live in where I never thought that would happen. After all within one ...
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Finally, someone on this forum that understands the wireless industry. And, just like me... it's an intelligent T-Mobile employee. Everyone has had a bad experience with a one carrier or another. And if it doesn't work you, move on. If you live in an area where T-Mo's coverage doesn't work for you don't use t-mo. As for me... I'm glad I'm in an area where T-Mo works not just as good as other carriers, but better.
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I am a former Virgin Mobile customer. I investigated all the companies and asked a lot of questions. The impression that I got about Cingular was that they were charging a whole lot of money for not very much service. Their services (extras and basic phone service) kind of sounded like they were trying to get away with providing the barest minimum of service for the maximum price and profit to them.
I have been a happy T-Mobile customer for over two months now and get great coverage in an area where you can barely get a regular TV or AM/FM radio signal, let alone a cellphone signal. Their customer service is fantastic 😁
I have been a happy T-Mobile customer for over two months now and get great coverage in an area where you can barely get a regular TV or AM/FM radio signal, let alone a cellphone signal. Their customer service is fantastic 😁
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I have had problems with T-Mobile from day one. I have had more dropped calls than ever before and I have a good phone: The Nokia 3220. This phone has the best signal out of any of the other phones. The rep told me so. But I am wasting my money. Why should I get more minutes with T-Mobile when I can't use them! I am thinking about cancelling too. How much is the fee to cancel T-Mobile?!
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Whoever told you the nokia 3220 is the best recept phone is a moron. Try a nokia 6101 and then talk to me. 😉 Just cause it doesn't work for you/ you are 1 person/ does not mean it is like that for everyone. It is your responsibility to decide wether or not T-Mobile is best for you within the trial period. Now that it sounds like you are stuck try the 6101. It really is a great reception phone. Do that before you get on a forum and start talking trash about something you apparently know so little about. 😉
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The nokia 3220 has great signal. My friend has the same phone but with Cingular and she never had a problem. The problem is not my phone, but rather my carrier. I am dropping T-Mobile like a bad habit. T-Mobile does not work for me.
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Works for me, i dont ever have problems with my service, but i guess it depends on location.
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It does depend on location. Most locations T-Mobile falls short of good signal. 😡
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Not where I live or go..
I've had no problems from PA to NJ over the last year or 2 ..
I've had no problems from PA to NJ over the last year or 2 ..
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I must be lucky because I have only found one bad area within a radius of 10 miles of where I live (southern Orange County, California) 🙂
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Well, sorry to hear about ONE customer. It's good to know that J.D. Power and Associates bases their awards on more than ONE customer. I talked my sister out of going to Cingular and staying with Verizon while at a party at my brother's house. It helped that EVERY cell phone there (Verizon & T-Mobile) worked, except for the ones that were Cingular. My husband (finally) convinced his boss to switch out their Blackberries from Cingular to Verizon since they both had signal problems in homes.
Now if there's no coverage in someone's home, there is only so much we can do. It costs a lot of money to put up a new tower, and that's usually what it takes to improve coverage. And to be honest, 20,000 people IS a small town. I live in a cit...
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Now if there's no coverage in someone's home, there is only so much we can do. It costs a lot of money to put up a new tower, and that's usually what it takes to improve coverage. And to be honest, 20,000 people IS a small town. I live in a cit...
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LilShorty said:
20,000 is a lot to you? Hell, my h.s. freshman class was over 1000 kids. So, go back to your store in the sticks. 😛
aside from a MAJOR city,, yes 20,000 is quite a decent sized town. the point i was trying to make was that it is not some backwoods town that has a population of 1,007. it is on the border of a major metro area (onr of the top 50 markets) with over 500,000 people living within the "city limits". (look up the word 'suburb')
JD Power can kiss my ass. all the best customer service in the world without the coverage to back it up will get a company nowhere but a bunch of "i'm sorry, but we're working on it" quotes. just because YOU live in a major metropolis doesn't mean ev...
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I use two carriers here in Gainesville, fl.(32614)I use my T-Mobile phone which ia a pre-pay model for my everyday local phone calls. I use the 1000 minutes that don't expire for a WHOLE year.
A use my Verizon phone for my nights and weekends, with unlimited mintues. I only get 400 anytime minutes w/Verizon. Though Verizon coverage is better than most cattierss, locally my T-Mobile phone works fine. But if I go out of this by more than 20 miles, I lose my signal.
So wherever a phone works use it, if you need more than one carrier, then get one. Pre-paid or mot, you can find something.
A use my Verizon phone for my nights and weekends, with unlimited mintues. I only get 400 anytime minutes w/Verizon. Though Verizon coverage is better than most cattierss, locally my T-Mobile phone works fine. But if I go out of this by more than 20 miles, I lose my signal.
So wherever a phone works use it, if you need more than one carrier, then get one. Pre-paid or mot, you can find something.
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jinx7676 said:
aside from a MAJOR city,, yes 20,000 is quite a decent sized town. the point i was trying to make was that it is not some backwoods town that has a population of 1,007. it is on the border of a major metro area (onr of the top 50 markets) with over 500,000 people living within the "city limits". (look up the word 'suburb')
I'm sorry. I didn't realize that when you said "town" I was supposed to assume it was a suburb, on the border of a major metro area. I (wrongly apparently) assumed you meant a small town like the ones my parents grew up in, where you have to drive for hours to reach a large city. Those DO exist, you know?
jinx7676 said: JD Power can kiss my ass....
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"Horrible customer service" usually means the customer did not get what they wanted or expected based on company policy.
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I am a customer of Tmobile. And I can understand why that guy left tmobile. I live in a city of 60,000 people. I have problems as well receiving signal in my home and at my workplace. In fact most of the time my phone is on "roaming" to receive signal. Tmobile claims the service they have in the area of town where I live and work are good. I've called customer service several times to get help with this issue. They take me through their trouble shooting routine, then tell me "oh your area is scheduled to get more towers in the next 180 days". Well they said that about 360 days ago and nothing has changed yet.
As far as customer service goes when I first started with tmobile in 2003, I thought they had excellent customer service comp...
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As far as customer service goes when I first started with tmobile in 2003, I thought they had excellent customer service comp...
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