Why T-mobile lost a loyal customer today (and Cingular got one)
Today I decided to leave T-mobile after 4 years of being a loyal and overall satisfied customer. Here is why...perhaps a lesson to be learned for what used to be a good company when dealing with customers.
(Disclaimer: I am just a consumer who reads the site occasionally for cell phone reviews, but I know people who work for the phone companies read this website and so do other consumers, so that's why I am writing this).
Here is my story:
- I am currently under no contract obligation with T-mobile. I last upgraded my phone 16 months ago. I want a new nice phone. I am eligible for all the discounts that new customers are.
-I went on line to see if I could upgrade my phone. I could do it. The catch: a 2 year contract if I renew o...
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(Disclaimer: I am just a consumer who reads the site occasionally for cell phone reviews, but I know people who work for the phone companies read this website and so do other consumers, so that's why I am writing this).
Here is my story:
- I am currently under no contract obligation with T-mobile. I last upgraded my phone 16 months ago. I want a new nice phone. I am eligible for all the discounts that new customers are.
-I went on line to see if I could upgrade my phone. I could do it. The catch: a 2 year contract if I renew o...
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Both reps lied. You can get a 1 year contract. I think they both lied, just to get the extra commission that they get for signing people to 2 year contracts. I understand your concern. I am not a T-Mobile employee, but I am customer. When the MDA came out, a store rep tried to play that guilt by saying that if I love T-Mobile why won't I sign a 2 year contract. I told him I love T-Mobile, but signing a 2 year contract is not that serious. I told him I don't care about saving $50 dollars. Then he tried to say that I "MUST" get the $29.99 data plan to use the Wi-Fi on the MDA. I told him no you don't. It has Wi-Fi and I can use any Wi-Fi it finds. He said thats illegal. I told him no its not, since some places allow free Wi-Fi. Some reps only ...
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Hey you must have spoke to a instore dealer... those crooks.... i hate cleaning up there messes on the phones
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Yeah, I'm sure it's illegal to connect to your own home wifi network. đ
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Actually because you do not work for T-mobile it would be effective to not involve comission related responses. They actually get paid more on equipment, and the 2 vs. 1 year agreement is a difference of 1-2 dollars in the corporate store. I don't know for an indirect. Therefore the motivation might not be comission based. Also you started with the sentence "they both lied" that is an interesting assumption you have concluded based on 10 sentences in a chat room. If you want to proceed with this style, here are a few more assumptions: they were mis-informed because they were new, or maybe they thought they knew (still not lying) and also you could assume that the customer was not clear in their demands.
Just a tip for next time
Thank y...
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Just a tip for next time
Thank y...
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Wait a minute, let me get this right. You DID NOT want to renew for two years with T-Mobile and you only wanted a one-year extension? And when you could not get that, you switched to Cingular, who made you sign a 2 year agreement with them?!?!?!?!?!?!
Oh my God, what is this country coming to? PLEASE tell me that you DON'T vote! in 2004 all of the idiots came out to vote, and now we are stuck with a moron for a leader.
Oh my God, what is this country coming to? PLEASE tell me that you DON'T vote! in 2004 all of the idiots came out to vote, and now we are stuck with a moron for a leader.
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he said plain as day it was a one year agreement with cingular...read the entire post before you open your mouth...
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mrniceguy said:
he said plain as day it was a one year agreement with cingular...read the entire post before you open your mouth...
He may have *said* one year contract with cingular, but cingular will not give you any good deal on one year terms the same way that T-Mobile won't either. He's not telling the whole story. He's just pissed at T-Mobile and he thinks he's getting even with them by going over to cingular. Let's hope he's happy at cingular.
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Do you work for either company? Let me give you my background. I worked for an indirect dealer that sold T-mobile, Sprint and Cingular for 2 years. I moved to a direct T-mobile store and have been here for close to a year. Now, seeing as that I kind of have a grasp on what I'M talking about I am going to help you learn. Cingular will let you sign a one year. The phone is more expensive (which is what he said) but you have the right to do that. As far as I remember with cingular they wont throw in mobile to mobile for free with a one year but T-mobile never does wth individual plans so whats the loss? Besides less minutes. With T-mobile, unless you are a shady rep we will give you whatever plan you want with a one year but the phone ...
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he did say he got a one year..... but that was a in store guy so he may have said that to fill his monthly quota for activations that than by this time next year its "sorry sir your contract is until 05/21/08!" THATS WHERE CUSTOMER SERVICE COMES IN LOL
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The rep you talked to in the store (assuming it was a T-Mo corporate owned store) was either very ignorant, or was lying to you. One year upgrades are very possible in a store, I do them all the time, and any competant rep who cares about customer service in the least will do them. We may not go around proactively pushing them, but if a customer asks, the rep should definately have done one. Unfortunately a few bad apples like this guy can give a lot of people a bad impression of the company.
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u are exactly right! in watson u have an option 24 or 12 months. I am authorized dealer, we don't get crap for commisions for a 1 year but if the costomer is willing to pay extra for a phone the rep can very well do it. I usually try to push for a 2 year contract but i'd rather sign them up then lose em. He prolly went to Mobile Solution.
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I am a T-mobile sales representative in Texas and this story appalled me. Ferndogsd.....I apologize to you for your terrible experience. Waiting for me to rebut? Not going to happen. The retail sales representative that told you we could only do 2 years in store lied to you. Now we don't get compensated as reps for one years and we are strongly encouraged to get our customers to sign a 2 year but we are never ever allowed to tell a customer that we cannot do that in store. We most definitely can. I encourage you to call the store and ask to speak with a their regional director because I can guarantee they will be reprimanded. I honestly feel very bad for your experience and I wish you all the luck with Cingular and we are sorry to se...
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See me or Cigee would have taken care of ya đ if you come back to t-mo let me know man
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that could have gotten worked out! you can do a one year even get a retention price for it. sorry the rep you spoke with didnt want to go the extra mile.
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we most definitely can do one year contracts! i've never heard of a store NOT doing one year contracts... you'd think they would want any contract the customer is willing to do. customer service sees dealers f-ing the customer over all the time, but i'm really shocked to hear that not only one, but two (!) customer care reps told you they couldnt do a one year contract in a store. i've grown to expect this from dealers but not from customer care. i'm truly sorry that you talked to someone who didnt know what they were talking about, and that tmobile lost you because of it. its really unfortunate- you actually seem like one of those customers who dont call us 25 times a week about stupid ****.
best of luck to you, and i hope cingula...
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best of luck to you, and i hope cingula...
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I would have given you a 1 year in store.
Sorry you found somec rappy reps.
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Sorry you found somec rappy reps.
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I am so sorry that this happened. As I was reading your post I was thinking the whole reason I starting working for T-Mobile was because of their reputation for customer service.
I agree with the other post about calling their regional manager and speaking to them about it. You may not be a customer of ours anymore but please do this so those reps will learn a lesson and not be jerks anymore. Especially since one of them made a snarky comment with you right there.
I'm not saying reps don't make snarky comments about customers, but most have the decency to not say anything until after the customer leaves. Explain the whole story and see if they can look up your account and look at the memos made by the customer care rep about the phon...
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I agree with the other post about calling their regional manager and speaking to them about it. You may not be a customer of ours anymore but please do this so those reps will learn a lesson and not be jerks anymore. Especially since one of them made a snarky comment with you right there.
I'm not saying reps don't make snarky comments about customers, but most have the decency to not say anything until after the customer leaves. Explain the whole story and see if they can look up your account and look at the memos made by the customer care rep about the phon...
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Thanks to T-mobile people who read my post. You clearly got my point...I don't like lies, that's what made me mad enough to change carrier.
I would like to contact a regional manager like you suggested...I think this should be known. How do I find out how to contact that person?
And by the way, what I did not say in the original post is that I tried two corporate stores, and in both stores I was told the same thing about the one year renewal.
I would like to contact a regional manager like you suggested...I think this should be known. How do I find out how to contact that person?
And by the way, what I did not say in the original post is that I tried two corporate stores, and in both stores I was told the same thing about the one year renewal.
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If it was two different stores that told you the problem might be with the regional manager, he may of been pushing a little to hard on them to not do 1 years. About the best you could do is contact customer care and ask them if they would escalate the issue. An email will go to this person then that person but its your best chance of someone seeing it that actually counts.
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What you need to do is call the store and ask to speak with the manager. If they put you off or tell you she/he will call you back ask for the regional managers number. Make sure you get the name of the store manager as well as the regional manager for that store. Continue to call until you get to speak with store manager. They are required to give you the regional managers contact information. Customer care wll merely note your account and try to saveyou which is clearly not what you are trying to accomplish.
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