Customer for 5 years - T mobile cancelled the service
Hi everbody,
This is what happened yesterday at one of my stores. A customer came to the store and complained that his phone is disconnected. We called the customer care and they informed us that this customer has a single plan 39.99 600 NW, and pays 6.99 for mobile to mobile. they say that this customer uses around 10000 free mobile to mobile mins a month . So t mobile does not want to keep this customer with them as their network gets overloaded as result of customers like this.
Naturally the customer was pissed as he said he pays for free unlimited mobile to mobile to the company every month. They told us we just dont want this customer .
My point is when t mobile sells a feature as unlimited , where is the customers ...
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This is what happened yesterday at one of my stores. A customer came to the store and complained that his phone is disconnected. We called the customer care and they informed us that this customer has a single plan 39.99 600 NW, and pays 6.99 for mobile to mobile. they say that this customer uses around 10000 free mobile to mobile mins a month . So t mobile does not want to keep this customer with them as their network gets overloaded as result of customers like this.
Naturally the customer was pissed as he said he pays for free unlimited mobile to mobile to the company every month. They told us we just dont want this customer .
My point is when t mobile sells a feature as unlimited , where is the customers ...
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HAHAHAHAHAHAHAHAHAHAHAHAHAHAHA!!!! That is T-Mo's prerogative. In order to gain new subscribers, they opted to be the low price leader. If this is what needs to be done to maximize network bandwidth, than so be it. The only down side, is T-Mo doing the same thing to the people he was calling to or is this a multi-line account? Not to mention, they didn't charge him for using 10000 mins because it is unl, they just canceled him...
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Who in the hell wants to be on the phone that much, come on.
Oh good luck with VZW, they have always snuck in charges for unlimited "IN-calling" atleast T-Mobile Just cancelled them without charging. That person would be owing a hefty couple thousand dollar bill right about now with VZW. It happened to my sister.
Oh good luck with VZW, they have always snuck in charges for unlimited "IN-calling" atleast T-Mobile Just cancelled them without charging. That person would be owing a hefty couple thousand dollar bill right about now with VZW. It happened to my sister.
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The problem is that a customer like that is not profitable, they actually cost the company money. All wireless companies will deact a customer like that, if you look at the fine print on the contract it states that the wireless company reserves the right to cancel service. Beleive me if he does the same with Verizon he won't make it 6 months
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WOW! ...and didn't they win a J.D. Power award for outstanding customer service.
*note to self* T-Mobile is in it for profit, not customer loyalty.
*note to self* T-Mobile is in it for profit, not customer loyalty.
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guys_2theleft said:
WOW! ...and didn't they win a J.D. Power award for outstanding customer service.
*note to self* T-Mobile is in it for profit, not customer loyalty.
WHAT??? T-Mobile is in it for the profit??? Are you kidding? And here I always thought they were non-for-profit. Boy, have MY eyes been opened. Next thing you know, you'll be telling me that Verizon, Cingular, SprintPCS, BestBuy, Wal-Mart, K-Mart, Nokia, Comcast Cable, DirecTV, Dell, SONY, Nintendo, Samsonite, McDonald's, TGIFridays, Applebees, Red Lobster, Chinet, Microsoft, Home Depot, Panasonic, Hershey, and any one of thousands of companies are in it for profit. 🙄
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LilShorty said:guys_2theleft said:
WOW! ...and didn't they win a J.D. Power award for outstanding customer service.
*note to self* T-Mobile is in it for profit, not customer loyalty.
WHAT??? T-Mobile is in it for the profit??? Are you kidding? And here I always thought they were non-for-profit. Boy, have MY eyes been opened. Next thing you know, you'll be telling me that Verizon, Cingular, SprintPCS, BestBuy, Wal-Mart, K-Mart, Nokia, Comcast Cable, DirecTV, Dell, SONY, Nintendo, Samsonite, McDonald's, TGIFridays, Applebees, Red Lobster, Chinet, Microsoft, Home Depot, Panasonic, Hershey, and any one of thousands of companies are in it for profit. 🙄
Well...
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I'm having a problem believing this story. I've been a Tmo customer since 6/18/01 as an employee and switched to a cosumer line 10/01/05. I have always used 8-10,000 m2m mins/month and I have NEVER been disconnected or received any communication eluding to my usage being a problem. As soon as I get off work I'm going to call customer service and verify it's even a possibility.
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Likenonother said:
I'm having a problem believing this story. I've been a Tmo customer since 6/18/01 as an employee and switched to a cosumer line 10/01/05. I have always used 8-10,000 m2m mins/month and I have NEVER been disconnected or received any communication eluding to my usage being a problem. As soon as I get off work I'm going to call customer service and verify it's even a possibility.
It is, kind of. It's customers with low rate plans who use an excessive amount of m2m or weekend or night minutes and are out of contract. The customers have a choice of a different plan, with NO unlim minutes, and are no longer eligible for a plan with unlim min again. Or they can cancel. If they choose to can...
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they do similar thing like "Web n Walk Professional" on UK side
if the data exceeds 2GB a month, T-Mobile UK has right to cut the service off
if the data exceeds 2GB a month, T-Mobile UK has right to cut the service off
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If what I'm reading in this thread is true then this is an absolute disgrace!! I would sue T-mobile for telling me the minutes are unlimited then cancelling me for using to many. Absolutely ridiculous!!! WHAT A JOKE!!!!!!!!!
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maverick96 said:
If what I'm reading in this thread is true then this is an absolute disgrace!! I would sue T-mobile for telling me the minutes are unlimited then cancelling me for using to many. Absolutely ridiculous!!! WHAT A JOKE!!!!!!!!!
Should T-Mobile sue you if you're outside your contract and you decide to cancel to go to another carrier? It's an absolute disgrace! T-Mobile giving you all that service and unlim min and then you cancelling to go to another carrier. Absolutely ridiculous!!! WHAT A JOKE!!!!!!!!!
Sorry, couldn't help it. But if you're outside of contract, then either party could do whatever they want, really. Why is T-Mo the only one obliged to uphold the terms of a no longer ...
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Thank you, finally, we have someone with some reasoning skills. If the story is true, if, and crap I mean if, then their are two sides, and the side that seems to be right in this case is T-Mobile.
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Once you're off the hook of the contract, they have no interest in keeping you since those unlimited mins really pile up and clog up the system. Those seeking unlimited plans should assiduously stick to contracts to avoid this possibility. As much as I like the idea of not being locked in to a contract, the cheap(er) phones are not a bad deal either, since they always seem to end up breaking right after the warranty anyway.
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This is also no different than what cingular did to its cdma or tdma customers who were costing them money. Its all perfectly legal. I'm sure the customers who get cancelled for using 10K free minutes are also the ones who arrogantly gloat about being out of contract and have a nokia from 1965.
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In response to this comment t-mobile did shut down service for some customers, but this was in a specific time frame, 95% occurring within the nights calling. The reason being in many markets (where t-mobile was the last carrier to implement) taxi companies and other such companies would call into a main line for a basic conference and use the service like a long distance, free walkie talkie service. These companies with hundreds and hundreds of employees doing the same thing were clogging the network for families and other people wanting to make calls but with no network availability. This came after months of tests on the lines showing the callers staying on line from the start of the nights through the end or until the end of the 4 hou...
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Its true, read Howard Forums T-mobile section. A few customer who use so many weekend or weeknight minutes are receiving that.
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haha, thats T-mobile for you jacking the jacket off the customers back, as long as the customer is under the contract they cant do any thing about it, the laws of the land is grater then the rules of Tmobile.
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All company's have a similar policy. Where I live, Cingular just cut off an entire county. These had been Cingular customers for years and during the switch from TDMA to GSM, Cingular took down the TDMA towers in this area, but decided not to put up GSM towers there. The customers still had service due to roaming agreements with T-Mobile and Cell One. After 2 years Cingular decided the people in this county were costing them more in roaming agreements than they were making, so they released them from their contracts and terminated their service. They all recieved letters though telling them and giving them time to port their numbers elsewhere. The story this guy told makes sence, but sounds exagerated. I don't believe T-Mobile just cu...
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I'm guessing it's because Verizon makes b****es out of Alltel and US Cellular when it comes to roaming
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by wfine81 Sep 22, 2006, 4:38 PM
Actuall we dont have that policy (Verizon)
Actually they do. I worked for customer service in the Elgin call center. It was our duty, amoung other things, to report usage like this to our "error reduction" team. They would then send a letter stating if they did not stop excessive usage there service would be terminated.
Actuall we dont have that policy (Verizon)
Actually they do. I worked for customer service in the Elgin call center. It was our duty, amoung other things, to report usage like this to our "error reduction" team. They would then send a letter stating if they did not stop excessive usage there service would be terminated.
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All of the carriers will have this policy. This isn't a non profit business. That customer in the story is going to eventually experience the same thing everywhere he goes if he maintains usage that high.
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I agree with you,, this is not a non profit business,,,I really believe that with any "unlimited" type of plan,, people whould be reasonable and not abuse the system,,
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agree! They should have unlimited if you cant actually have unlimited! They could have like 5000 m2m min for 4.99 a month!
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i agree, if its not truely unlimited, why make it that. granted it sounds better and will attract more customers than ones that will be pushed away
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It's unlimited during the length of the contract. That's the only thing any cell phone carrier is obligated to. No carrier would be able to do this during the contract term of 12 or 24 months. And it specifically states in every carrier's T&C that you can be billed and charged for any call including but not limited to: data, airtime, mobile to mobile, etc...
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That's like 6 hours a day, everyday!! I couldn't talk on the phone that long! LOL
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I didn't get a chance to call cc last night but I will in about an hour. As of right now, I still don't believe any of this. Like I said before I have maintained the same amount of m2m useage for over 5yrs. My boyfriend also has Tmobile and for the past 4yrs his m2m useage has been the same as mine. So someone please explain to me how 2 customers can have 8-10,000 m2m mins used for over 5yrs, and not get so much as a warning? I have never had a contract but he's been off and on one periodically.
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I work for Tmobile. I have for years. This is untrue. I have spoken to customers that are STILL on unlimited minutes plans for $100 a month for years and have been out of contract for years. Tmobile does not have a policy in place as far as i can see. unlimited means unlimited or else it would not be called unlimited.
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Then you haven't fully read up on your policies. This has been discussed in Team Meetings since it started. Maybe you should start paying attention. If QA hears you handle it wrong because it's a legally impacting issue, your GM and Senior Manager would be notified automatically.
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hippysmurf420 said:
I work for Tmobile. I have for years. This is untrue. I have spoken to customers that are STILL on unlimited minutes plans for $100 a month for years and have been out of contract for years. Tmobile does not have a policy in place as far as i can see. unlimited means unlimited or else it would not be called unlimited.
Someone hasn't been reading SL lately. Do a search on MOU. It doesn't matter how long you've been with a company if you don't keep up on current policy and procedure. It's not that customers who are out of contract are being forced off of Unlim min plans, only ones that the company has deemed unprofitable due to excessive use of unlim min.
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Exactly, Unlimited mean unlimited until the company decides that it is "unprofitable" based on their calculations. It's purely up to them, but let's be honest with ourselves that probably 99.9% of us will never approach that threshold- only a few "power users" do.
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NO, YOU ARE RIGHT TMOBILE UNLIMITED IS UNLIMITED WHEN YOU HAVE A CONTRACT, AND GUESS WHAT, PLEASE STOP BREAKING YOUR NECK THEY ARE HERE TO MAKE MONEY.
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Per T-Mobile's Terms and Conditions: We may terminate your Service or change your rate plan at any time, with notice, if we determine, in our sole discretion, that your use of the Service is excessive, unusually burdensome, or unprofitable to us.
If you don't read all legal documentation...sucks to be you dude. 😁
If you don't read all legal documentation...sucks to be you dude. 😁
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"With notice" are the words I'm looking at. The guy who started this thread said they just turned his phone off without the guy knowing.
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it doesn't mean the carrier has to check and see that he read his mail
T-Mobile only has to make a reasonable attempt to give him notice.
T-Mobile only has to make a reasonable attempt to give him notice.
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Plus he could have ignored the attempts to contact him. Please remember that we only know his side of the story. And we're also not talking about an unlimited minute plan. He had unlimited minute calling times that he used "excessively". Because each phone call costs money is why this happened.
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I'm not backing the customer here. I'm just restating my point that t-mobile would not do that without letting the customer know first. the starter of this thread said that t-mobile cut him off without notice. I'm saying that is incorrect.
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The customer probably lied about not being contacted. You know they're known to do that from time to time when they feel it will benefit them.
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Yes u r right , i just posted what the customer told me, may be he ignored the tmobile notices if any .
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I dontblamehim I would have done that to but i wouldnt want him on my network either. T did it right. 😎
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I THINK TMOBILE SHOULD STOP STOP STOP ADVERTIZING UNLIMITED, THEY HAVE NO INTENTION TO BACK IT UP,BY THE WAY UNLIMITED MEANS UNLIMITED, WIHOUT LIMIT, JUST SWITCH TO CRICKET IF YOU HAVE IT IN YOUR MARKET.
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luguy said:
Switch to cricket? Thats the dumbest thing I've ever heard.
I always have the hardest time getting ahold of people who have Cricket. I'll get an error saying that they've traveled out of the area. I call them again 5 min later, and they were sitting in the living room, phone right in front of them full signal. 🤨
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Unlimited does mean unlimited while you're under a contract. That is what obligates T-Mobile to support that service. But read the fine print and every company is the same in regards to that. This is not a non profit charity organization or industry. If you owned a company and were losing money because of someone spending 6 HOURS A DAY on the damn phone, you'd want to cancel them too.
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HONESTLY, WHO SPENDS SIX HOURS A DAY ON APHONE. WHAT KIND OF IDIOT WOULD DO THAT
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The customer was not notified? Haha.
But it's true... whenever a customer is suspended for non payment, it's because they "never got a bill". How is a customer supposed to pay the bill when they never get a bill??
Haha
But it's true... whenever a customer is suspended for non payment, it's because they "never got a bill". How is a customer supposed to pay the bill when they never get a bill??
Haha
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Cricket rules in Houston, I was offended whit their slogan H-town, is now K-town, but guess what; they are going in the right direction. I have called 10 T-mobile rep from cc and asked them about customers being asked to change plans due to the usage and guess what of ten, none knew nothing about it these are customers care reps from 3 month to 5 years experience, either they lied to me or they don’t know the real truth beyond the mater. oh man you will loose 75% of your customers in Houston to cricket in the next six months when they go to their new plans exT-mobile will be the plan name . I feel sorry, such a great name such a great ideas, get more went to a soft ass stick together, what is that, who was stupid enough to come out with tha...
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I don't own T-Mobile, I just work there and I highly doubt T-Mobile will go out of business because of Cricket. I did want to let you know that I had to read your post 3 times because it is incorrect with grammar, punctuation, and some of the words are even misspelled. Try typing your post in Microsoft Word first. It has a Grammar and Spellcheck and it will really help you cut down on these errors that you consistently make. All I can think is what schools are coming to these days where kids like you can not type a simple post/email/letter, etc...
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SORRY, it was the alcohol in my system from night before, well if you cant drive while you are drunk, you should not make an ass of your self on line either, well what it comes to it cricket will take the customers that T-mobile kicked off. haha
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This discussion was really funny so I'm putting it back at the top just for the hell of it.
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Your story is very far fetched. Although 10000 odd minutes is about 7 days of continuous talking anyway I came from retention and have seen customers with thousands more minutes spread between mobtomob and general calls that were still active. T-Mobile definitely DOES NOT have a prerogative of shutting high users down. 😳
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Like someone has already suggested in this thread, try searching for MOU in your policies and procedures. This has been discussed internally.
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I have taken all the carriers for a trial "spin", and this is how I ranked them.
(By the way I do NOT work for or sell cell "stuff")
#1 Verizon, #2 Cingular, #3 Sprint/Nextel and #T-Mobile.
Yes T-Mobile offered the most minutes for the money, but if you don't get service where you travel, those minutes are worthless.
My coverage area is North Central Florida.
The bottom line is this is what works here the best.
Keep the flame wars out of this, and don't waste everybodies time.
The order of the above carriers would be different in every state, so don't get bent out of shape!
(By the way I do NOT work for or sell cell "stuff")
#1 Verizon, #2 Cingular, #3 Sprint/Nextel and #T-Mobile.
Yes T-Mobile offered the most minutes for the money, but if you don't get service where you travel, those minutes are worthless.
My coverage area is North Central Florida.
The bottom line is this is what works here the best.
Keep the flame wars out of this, and don't waste everybodies time.
The order of the above carriers would be different in every state, so don't get bent out of shape!
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I gave up on T-Mobile becuaes their coverage wasn't even close to Verizon or Cingular.
If I stayed with a 8 to 10 mile radius in the city T-Mobile was okay. Outside of that they were pretty bad, and those "big extra minutes" didn't help. You need to have coverage/signal to make a call.
That is why I went with another carrier, and "dumped T-Mobile".
If I stayed with a 8 to 10 mile radius in the city T-Mobile was okay. Outside of that they were pretty bad, and those "big extra minutes" didn't help. You need to have coverage/signal to make a call.
That is why I went with another carrier, and "dumped T-Mobile".
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Chapperal said:
I gave up on T-Mobile becuaes their coverage wasn't even close to Verizon or Cingular.
If I stayed with a 8 to 10 mile radius in the city T-Mobile was okay. Outside of that they were pretty bad, and those "big extra minutes" didn't help. You need to have coverage/signal to make a call.
That is why I went with another carrier, and "dumped T-Mobile".
Ok, but I'm confused as to what this has to do with a customer who was cancelled by T-Mobile for using too many of his unlim min. 😕
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Exactly. That's cool that you left T-Mobile but your posting has nothing to do with this thread. This thread is about a customer who was with T-Mobile for 5 years and his service was cancelled for him. So please explain what your posting has to do with this thread.
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The company was right who cares let him go if he was using all those M2M minutes hen he will feal like an idiot when he goes to Verizon haha. Let the overages begin. 😎
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I think that it is sad that a customer comes to any carrier because of such good pricing and pays their bills regulary and gets disconnected without even a letter notifying the customer that their service is in jeopardy of being disconnected because they feel that they are not making a profit because of their definition of "excessive" use of unlimited m2m and that this customer happens to be out of contract.
If any carrier advertises "unlimited" use, then the carrier needs to be able to absorb the cost of the "minority" who uses in excess of 10000 m2m minutes per month. I feel that is the risk that the carrier takes by advertising unlimited usage. I think that it is unfair that there is a clause in fine print. They should be more specific ...
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If any carrier advertises "unlimited" use, then the carrier needs to be able to absorb the cost of the "minority" who uses in excess of 10000 m2m minutes per month. I feel that is the risk that the carrier takes by advertising unlimited usage. I think that it is unfair that there is a clause in fine print. They should be more specific ...
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He receied a letter notifying him well in advance that his account would be cancelled if he did not change his rate plan to a plan that would be more suitable for his usage. These customers not only receive a letter, they also receive phone calls letting them know what needs to be happen in order to keep the account active and if the representative on the phone call gets a voicemail or an answering machine, a message is left. This type of action was not a surprise for him, he was just mad that he can't use that many minutes. Plus there is not a carrier in the world that would be able to tolerate this. It's very easy for you to say that but if you owned a company where a customer was costing you money, you would do the same thing too, esp...
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He got unlimited. Just because he was cut off doesn't mean he didn't get unlimited service.
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if you take away the customer costing T-mobile money, they are probably effecting other customer's service in there area. so you would have to imagine in order to keep good service for 100's of customers you cut off one
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