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Amazed at Customers

Matthew0982

Dec 21, 2009, 10:31 AM
I am awestruck at the way cell customers view the companies. Always wanting to get something free and complaining about fees. Do you not realize that this is a business? T-mobile is trying to make money, not lose it. People act like T-mobile owes them something. What makes you think that you should always get something for nothing? Do you try and get free stuff everywhere you go? Would you switch from shopping at walmart for groceries because they wont give you free milk? Get over yourself.
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Azeron

Dec 21, 2009, 12:06 PM
I spent ten years in the wireless industry. This all started when small carriers with sparse networks began prostituting themselves with free phones and gimmick rate plans. People have become conditioned to these tactics and expect them. They don't care if companies make money.
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Fleance2k5

Dec 22, 2009, 8:35 PM
Prior to working for T-mobile I worked for 2 different credit card/banking companies. Customers did it then too. Its not just cell phone companies. It's people in general. It's not all customers either, but it is very discouraging when you get it often. It's why people play bingo or the lottery or even do the get rich quick businesses.
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skaii

Dec 28, 2009, 6:04 AM
At least T-Mobile doesn't have to deal with the dreaded "Giant Book O' Coupons." 😳
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kdgaydos

Jan 9, 2010, 5:15 PM
If I was given FREE milk at Walmart and they suddenly stopped the program I might shop elsewhere. It's not fair to offer something and then once you've signed a contract, have it changed. (ie texting, Internet fees) I'm not sure what started this post anyway, you never really listed an example. FREE is great though. My best example would be recently I wanted to drop my $25 Unlimited Data plan and add the $25 BB data plan (Which is a sham, because at least with the BB plan I gat an email account.) TMo first told me they would have to cancel my line, charge me a $200 ETF and then put on the a "new" line with the BB data plan. I had to ask: WTF! I don't want to cancel anything I simply want to change this $25 plan for that one. After pleading m...
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skaii

Jan 9, 2010, 8:48 PM
That's true. I hope T-Mo is smart enough to realize that doing things like that is doing the opposite of what they're known for, great customer service. T-Mobile needs to take a closer look at the Even More/Even More Plus plan eligibility requirements, and at least allow customers who have been customers for a long time (say 2 years) the option to switch to them for free, while keeping their current fee requirements for those who have only been customers for a short time. After all, the idea is to KEEP as many customers as possible, and why should new customers get treated better than customers who have been with T-Mobile for years?
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vampyra

Jan 14, 2010, 5:31 PM
do even know why they charge that fee? they charge it because there is a ton of accont maintaince that is included in switchign you from an old plan to a new even more plus plan. and fyi, activations have gone up 20 % since the introduction of these plan s .and cancellations have gone down 37%.
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skaii

Jan 15, 2010, 3:32 AM
Well that's good news 🙂 I'm a big fan of T-Mobile and I'm glad to hear they're doing better. Where did you hear those numbers?

However, I still don't understand how it's still right to charge that fee. Yeah, I understand there's some account maintenance involved, but that's every company, every plan. I mean, they never charged me from switching from the old T-Mobile plans to the myFaves plans when they first came out. I'm sure there was a ton of account maintenance to add the ability to use myFaves on my account, but I still never saw that fee.

I don't think it's because the plans are cheaper. I had switched from a 1000 minutes plan to a myFaves 300 plan, which only cost me 39.99 per month. That's still cheaper than the 49.99. I...
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kdgaydos

Jan 15, 2010, 7:59 AM
I'm not sure why peolpe lash out sometimes.
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kdgaydos

Jan 15, 2010, 12:31 PM
Vamp: As a loyal paying customer, I pay for a service and expect it in return. I don't care how much work is involved. I'm sure my monthly bill helps absorb some of these costs with out having to charge me an additional $200 per line for a 15 minute phone call and about 200 or so keystrokes. I was never complaining about the activation fees, it was the ETF's that they wanted to charge me just to switch my plan over. The plan I switched to gives me 350 more minutes a month, FREE texting, and UNLIMITED Internet. All that for the same exact price I was paying before, I just don't have myFaves. I have been a HAPPY T-Mo customer for almost 4 years and absolutely LOVE their customer service.
skaii: If you were an existing customer and activated a...
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smylax

Jan 15, 2010, 1:44 PM
The only reason they would charge a $200 ETF to change your plan to EM+ is if you extended your contract after the new plans came out. Its to keep you from working the system to get the cheaper plans AND a discounted phone. ETFs are not waived if you extended your contract before 10/25/09, they are still charged if you cancel.
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kdgaydos

Jan 15, 2010, 2:00 PM
That's why it makes no sense. If your extending it, then your still a customer. Your not really "cancelling" anything. So $200 or more, depending on how many lines you have, is going into someones pocket for nothing. T-Mo is not the only company to do things like this. All carriers, and companies for that matter, do it. My BANK tries to charge me NSF fees all the time. The most recent was for a transaction that hadn't even been processed yet. They realized they were in error and credited back my account. It's all about money! I was simply making the point that if you don't agree, then ask questions. Don't just go and blindly pay a fee that's unjust. All in all the Customer service was GREAT. I didn't have to pay the ETF for 3 lines of servic...
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Fear The Cubans

Jan 15, 2010, 9:18 PM
The discount that you get on the phone is built into your rate plan every month. That is how the company makes its money back.

The Even More Plus plans are cheaper because the price of the phone is not built into the rate plan. If a customer got a phone at a discount, then immediately switched over to the Even More Plus plan, T-Mobile would lose money on the discount they gave you. Yes, you still are paying every month, but that money goes to the network, towers, employees, roaming taxes, etc.

Should kdgaydos have been charged/threatened the $200 ETF to switch the data plans? No, and I apoligize that you had to fight with what should have been done right away. And you get the e-mail address with the BB Data plan because that is through...
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vampyra

Jan 18, 2010, 5:49 PM
think of it liek this. you just upgraded to a new mytouch. only paid 200 for a 450 phone, and extended your contract with tmob for 24 months, so 2 weeks later you call in to go monthly. why would they let you cancel the contract for a measly 35 when contract cancellation is 200.. thats A RIDICULOUS request... the company will lose money, and you coudl leave a week after that.
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liveonlyonce

Jan 17, 2010, 12:56 PM
People, T-Mobile is a great company and to have people freaking out about not getting free phones, is ridiculous and people getting mad about his or her phone bill is a justified claim, if and only if you did not do anything to have your bill go up. T-Mobile has a great sales technique and that is to make the customer happy. I think that T-Mobile is changing how wireless is sold in the U.S. with their new plans and great service. WE ARE THE CUSTOMERS AND WE DESERVE TO BE TREATED AS SUCH. I would not tell you, you could not return something to my store, even if it was over the 30 day mark, why? because you are my customer and I have an obligation to help you in any way I can.
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vampyra

Jan 18, 2010, 6:52 PM
yes, your the customer, but when you wan t to violate our policies, theres nothing we are going to do. you will either go alogn with our policies, or kick it and pay etfs. im a CSR and i see it everyday. * if i dont get such and such im leaving..* ok well you have 5 lines, all under contract, a 250 bill each month.. so youll pay 1250 plus prorated charges this cycle... if you want to return somethign out of buyers remorse guess what? were nto accepting it. you clearly knew the policy when you purchased the equipment, so either go through the exchange channels, or deal with the issue.. you deserve to be treated as customers, but you do not have the right to throw temper tantrums and fits if you dont get your way.
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