TM Needs to Take Care of Current Customers Better
I've been with TM for a little over four years now and since this past summer they have continuously dissapointed me in their care for a long time customer. I will not spend alot of time going into everything I've dealt with, so let me just tell you the latest. I came here to read about the Samsung T809 and decided that was the phone I would like to purchase. So, I looked up my nearest T-Mobile store and headed over. Unfortunately, the girl helping me said they did not have any more, so I asked if she would mind calling another store to see if they had one. Without hesitation she called the next nearest store and spoke with a woman who assured the woman helping me that they had one. Before their conversation ended, the girl at the other stor...
(continues)
(continues)
...
That sucks. I can assure you not all stores are like that. It's bad that because of a few money hungry stores that are only willing to make new activation commission ruin it for the rest of us.
...
damn i'd leave just because the principle. or atleast tried to talk to someone at the corporate level about what was done to you.
btw i liked the:
"The chances of going to four stores and the latter three having back-to-back sold their very last phone just before I got there is less than being bitten by a shark on a mountain."
sounds like something my country uncle would say to crack me up. 🤣
btw i liked the:
"The chances of going to four stores and the latter three having back-to-back sold their very last phone just before I got there is less than being bitten by a shark on a mountain."
sounds like something my country uncle would say to crack me up. 🤣
...
Holy wow! I've worked for T-Mobile Customer Care for 3 1/2 years and I've never heard of someone being jerked around that badly. I want to apologize on behalf of T-Mobile Sales, even thought I've never worked in that department. What another person said is true: a lot of dealers will hold on to the last 1 or 2 of a phone because they make more off the commission of a new activation than on an upgrade. Hope you have a better experience next time.
...
I thought you said you weren't going to go into every detail?!!!!!!! 😲
...
I've been with TM since the old OMNIPOINT days, long before Voicestream, now TM. I can say that in all this time, customer service has NEVER been an issue, whether on the phone or at my local stores. I have always had issues with their phone selection, but their coverage and cust. care for me anyway has been top notch. I was once on the phone with a TM rep for over an hour, going over my account and seeing what upgrades and phones I can improve on. No anger, no snottyness, nothing. I ended up getting an upgrade to a RAZR for WAY less than the normal upgrade pricing, plus a few other goodies.............of course being a customer for 15 yrs will help............now if only they can get the HOT phones!!! ENOUGH WITH THE 68 VERSIONS OF TH...
(continues)
(continues)
...
The focus (not just T-Mobile, it's pervasive throughout the cellular industry) is on getting new customers, not keeping the good ones a provider already has. Most of the higher-ups in cellular come from a sales & marketing background & they have little clue regarding actually keeping customers. The rewards are weighted heavily toward getting new customers & keeping existing customers is not a priority in their mindsets. Stores are rewarded in wildly disproportionate fashion for new customers instead of upgrading. It'd be really "neat" to see what would happen if a company - any company - really looked @ the cost to keep versus cost to get a new customer & put a real focus on that. Right now none do, though all realize that it's much cheaper ...
(continues)
(continues)
...
That is not true VZW has had the New Every Two program in place for about 5 years. That is an extra 100.00 off of the cheapest price on the phone for those customers who are upgrading. They also pay there reps that same for upgrades as they do for new customers so everyone gets equal treatment.
...
This is good to hear! As long as the rep gets equal credit ALL THE WAY AROUND!!! (upgrade as equal part of quota, nothing to make a upgrade less than a new sale) that's great! It should help Verizon lower churn & that in turn will help with new customer acquisition - more happy current customers!
...
T-Mobile has always been good to me. They have even given me a free upgrade in the middle of my contract. Plus they are always so pleasant to talk to when I call C/S with a question.
...
T-Mobile is putting a bigger emphasis on exsisting customers. By signing a two year contract with tmobile you get a fairly larger discount then new customers.
...
I never had any MAJOR problems with them. Some people get lucky, others, just don't!
...
i have never had any problems with the service at all. it is much better than cingular. i have to agree with a lot of people though with the phone selection. it plain sux. i am on my 8th motorola this year. i want a good nokia but tmo doesnt have any i like at the time...
...
buy an unlocked one from ebay yetta.... 😎 like the nokia6111--ooo so sexy! 😉
...
I too have worked for TMo cust care for over 3 years and have unfortunately heard of this before. It's RARE but I have heard of it. I am very sorry that this happened to you, especially due to the fact that you have been such a loyal customer for so long.
I DO know that some stores will have phones in stock but not available for either outright purchase or upgrade.
They need those phones for new sales which is where they make their money.
As far as the sales vs. retention aspect of the cellular business...TMo does look at how much it costs to get a new customer (including advertising, HS discounts, dealer commission, etc...) but hasn't caught onto the premise yet (in my opinion) that if you have customer "A" who spends around $1000/ye...
(continues)
I DO know that some stores will have phones in stock but not available for either outright purchase or upgrade.
They need those phones for new sales which is where they make their money.
As far as the sales vs. retention aspect of the cellular business...TMo does look at how much it costs to get a new customer (including advertising, HS discounts, dealer commission, etc...) but hasn't caught onto the premise yet (in my opinion) that if you have customer "A" who spends around $1000/ye...
(continues)
...
hemobile said:
kinda like Madison avenue! 😲 oh wait.. thats a one way. 😛
Park Ave or 42 St better fit this bill 😁
...
