T-Mobile worst in Cust Service
I cant believe how I was treated with T-mo yesterday. They now have the worst cust service reps and Mgrs of all wireless providers. I received my bill last month and had a massive overage charge for my one line of almost 300.00 dollars, this was my fault not T-Mo's, I paid the bill and called T-mo and increased my plan to 5000 Min from 2500. This month I received my bill and had another massive overage charge this time my bill was 500.00, I called T-mo thinking this was there mistake and they would take care of the overage, NO THEY PRETTY MUCH CALLED ME A LIAR, they claimed to have no record of my calling last month and changing my plan and therefore they could do nothing for me!! I spoke to a Mgr who told me the same thing!! He said that...
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What kind of BS statement is that? Is vzw changing its name to "Network"
GROW THE F UP! 🙄
GROW THE F UP! 🙄
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Good luck paying those bills buddy and paying the etfs! Yeah computer glitch you called in right or maybe you just thought about calling in to change your rate plan whatever like most cell phone companies anytime you call in regarding the acct and speak to a representative the system automatically there's no glitch theres no nothing you just flat out forgot to call in. You admit to the overage you were fine with paying it why didn't you bother checking your minutes to make sure you had any minutes? Oh wait youi forgot that too. Don't blame us for your mistake blame yourself for it! No matter what company you go to your still not the brightest person in the world.
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I'm glad to see that even T-Mobile monitors this site. I have worked for a major cell phone carrier and it is policy that all customer service representatives note the account. Now I did not work for T-Mobile and I don't know how there noting system works, but at the carrier I worked at it was possible to not have a note left in the system. The thing is that it usually was the representatives fault. Mistakes happen and we all make them. No one is perfect. What a responsible representative should have done was offer some type of compensation. Base your idea on the evidence in front of you and try to not lose a customer. Obviously T-Mobile doesn't think about this. I am a customer of T-Mobile and while the company keeps saying they have the be...
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kaosmonkey13 said:...
I'm glad to see that even T-Mobile monitors this site. I have worked for a major cell phone carrier and it is policy that all customer service representatives note the account. Now I did not work for T-Mobile and I don't know how there noting system works, but at the carrier I worked at it was possible to not have a note left in the system. The thing is that it usually was the representatives fault. Mistakes happen and we all make them. No one is perfect. What a responsible representative should have done was offer some type of compensation. Base your idea on the evidence in front of you and try to not lose a customer. Obviously T-Mobile doesn't think about this. I am a customer of T-Mobile and while th
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I am glad that the billing systems are different at T-Mobile and at Sprint. My point is that people can make mistakes and the billing systems can have errors. Nothing is perfect and no matter how many checks and balances there are in a system there is a way for an error to occur.
I think that when it comes down to a he said she said situation there should be a bargain reached. That is how I dealt with my customers. It did not always make the customer happy, but at least it was a start. I would then notate the account on what I offered, and then follow through with my promises. It would seem that there was no bargain offered for the above customer. As CCR we have all dealt with customers that are trying to get something for nothing or just...
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I think that when it comes down to a he said she said situation there should be a bargain reached. That is how I dealt with my customers. It did not always make the customer happy, but at least it was a start. I would then notate the account on what I offered, and then follow through with my promises. It would seem that there was no bargain offered for the above customer. As CCR we have all dealt with customers that are trying to get something for nothing or just...
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My reply to this statement is simply this...When your on top who doesn't want to try and bring you down. I have worked in customer service, retention, and more. Every time a customer does not get what they want they ALWAYS say, "Your customer service has gone down hill!". Again when you are on top people are going to try and bring you down and show what flaws they think are yours. In T-Mobile's system there is literally no way to access an account even if you chose NOT to memo it, it STILL SHOWS you accessed the account. When this is the case we always side heavily on the side of our customers because they are the ones that count, keep our business running and essentially pay US. When someone says it wasn't my fault, I called in 1, 2, ...
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I think you are full of it. Even if a rep messed up and didn't change your plan, the account would still be auto-noted that it had been opened when you called. That would be enough for any manager to work with considering the situation. 10 years wow, so you signed up when they were Omnipoint? SO you paid $600 in early terminations fees, rathering than escalating this. Your tone is a little off in your post, and say I say a bogus post, just someone looking to vent or fuel a fire.
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I will give you the benefit of the doubt but based on your attitude you must work for T-Mo.
First they said the same thing the acct would automatically be noted if the acct for any reason was opened, they told me I haven't called or made any movements on my acct for over a year, when I told them that was incorrect they said no that there were no automatic marks on my acct, But yet I did make a change to my acct via the T-MO website 3 months ago, They acknowledge the change, and charged my for my change, but wait the acct hasn't been touched or changed for over a year? The mgr noted the change I made, but couldn't explain why he said there were no changes made in over a year. I'm not here to argue with you guys, only to say computers c...
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First they said the same thing the acct would automatically be noted if the acct for any reason was opened, they told me I haven't called or made any movements on my acct for over a year, when I told them that was incorrect they said no that there were no automatic marks on my acct, But yet I did make a change to my acct via the T-MO website 3 months ago, They acknowledge the change, and charged my for my change, but wait the acct hasn't been touched or changed for over a year? The mgr noted the change I made, but couldn't explain why he said there were no changes made in over a year. I'm not here to argue with you guys, only to say computers c...
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glueman1000 said:
First they said the same thing the acct would automatically be noted if the acct for any reason was opened, they told me I haven't called or made any movements on my acct for over a year, when I told them that was incorrect they said no that there were no automatic marks on my acct, But yet I did make a change to my acct via the T-MO website 3 months ago, They acknowledge the change, and charged my for my change, but wait the acct hasn't been touched or changed for over a year? The mgr noted the change I made, but couldn't explain why he said there were no changes made in over a year.
The way the billing tool works is if the rep opens the account AT ALL and then closes it, then a "...
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T-Mobile USA did not exist until September 2002 when Deutsche Telekom rebranded VoiceStream Wireless. You must have had one of the three carriers that were rebranded as T-Mobile in 2002. Who did you first sign up to in 1996? AT&T Wireless?
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That really sucks that happened to you. I work in a call center and there are things we credit for courtesy which is very convenient...we also do admit our mistakes and will def go over and beyond to try and find out who you spoke to and try and get the call pulled......I really do not like T-mobile what so ever I had them - they were my first cell phone provider and I really did not understand bill cycles because the sales guy at the mall only commision and was soooo concerned on getting his sale that he did not explain things to me clearly so I used a lot of mins the last day of my bill cycle thinking it was the 1st day and racked up a lot of charges and t-mo did nothing at all to try and help my problem even though I called right before ...
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Thats a great idea !!! I will send them a copy of my call record for that day. It was really sad that they were just so nasty as if I was a liar!!! They offered no resolution or solution to the issue.
Thanks for the advice will see if it helps, though now that i'm not a customer anymore I doubt they will do anything.
It will be easier to pay them and move on, but I will give your idea a shot first.
Thanks again
Thanks for the advice will see if it helps, though now that i'm not a customer anymore I doubt they will do anything.
It will be easier to pay them and move on, but I will give your idea a shot first.
Thanks again
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One your service is cancelled there not going to do anything two their valid 3 its your fault why would t-mobile credit you? WE're glad for your etf payments though thank you very much for the 1100 dollars as you said etf for 3 lines and the $500 in overage maybe you'll learn from your mistake next time. Oh wait when you hate your next company T-mobile will gladly take you back crawling on your knees. Maybe Cell Queen can kiss your ass some more.
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Did you pay the bill to the same representative who changed your rate plan?
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You probably called a store not customer care that was your fault if you do anything through a stoe you should always check up on it because stores get busy all the time and reps can forget to do something. That would exsplain why customer care has no record of your call. 😎
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I do not think that would be the customers fault that he may have called the store and not customer care....the customer is trusting that the rep that said "yes I will change your rate plan for you" will in actuality change the rate plan.....(this is if he actually spoke to a retail store) I think the customer will get this straightened out once he shows the manager the phone bill in which the call was placed to T-mobile to change a plan.
I think it is sad though that you would blame a customer for something a rep did not do for your company....it makes the company look bad that it can't keep its employees together on 1 page.
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I think it is sad though that you would blame a customer for something a rep did not do for your company....it makes the company look bad that it can't keep its employees together on 1 page.
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At the same time it IS the customer's responsbility to keep track of their minutes to ensure they don't go over. No one is perfect, we all make mistakes and we can't go blaming one another. Part of the issue is the reps lack of action and part of the issue is the customer not taking responsbility for their usage patterns and watching that they didn't go over.
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Right Cell Queen your going to call a store to have your rate plan change come on give me a break? Do you live under a rock? It's his own undoing that cost him not t-mobile. Good riddance! Maybe you should quit your job becaues your giving people the benefit of the doubt when it is clearly his fault.
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Wow reading your posts you must be a very upset employee and hate customers? Now thats a job for you to keep! I care about people and their high bills...I know there are a lot of reps out there that are not responsible and dont do as asked because they are mad or upset or lazy...so yes, I give the customers the "benefit of the doubt" Being in customer service you have to remember the saying "the customer is always right" I am not sure why that bugs you...but that is your job...customer service (if you are at a retail store or call center) you are still in customer service and your customer is your #1 priority...so calling a customer a liar is a negative impression and it will take 10 postives to gain back a little respect....Good thing th...
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Obviously you are an idiot Cell Queen the customer is always right that went out the door and has been gone for a while. The customer may have some facts right but not all. In this case its quite obvious what happened he never made the change. Facts back it up, he hadn't called in. The only change what he said was online at t-mobile.com which notates when a change is made, Through the automated system it notates, and through customer care it does notate as well. He struck out in all 3 so, no in this situation our customer is wrong he didn't make the change he forgot to call in maybe he wanted too but just didn't have the time. Maybe he just wanted an excuse to leave T-mobile. Who knows but this customer is incorrect! No, I'm not an employee ...
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You seem very defensive about this situation which makes me truly believe you are an employee of T-Mobile....Why would a guy come on here and make a huge post about something that is not true? I work with these systems all night long and if someone calls in and I enter the account but I do not make any changes it does NOT automatically notate the account that I was there.....So there are accidents that happen with reps and they are unwillingly able to admit the mistakes...I know when I first started here I would talk to my friend who also started and she said that she was talking to a customer entered into the account was asking to add a data pack on but she accidentally closed the account down and she didn't want to ask for the # again so ...
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Cell_Queen said:...
You seem very defensive about this situation which makes me truly believe you are an employee of T-Mobile....Why would a guy come on here and make a huge post about something that is not true? I work with these systems all night long and if someone calls in and I enter the account but I do not make any changes it does NOT automatically notate the account that I was there.....So there are accidents that happen with reps and they are unwillingly able to admit the mistakes...I know when I first started here I would talk to my friend who also started and she said that she was talking to a customer entered into the account was asking to add a data pack on but she accidentally closed the account down and she d
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I agree that portlander is definitely "over the top" in his responses to you but you are also way off base as well. If every rep gave every customer the "benefit of the doubt" as it seems you do every time that carrier could not be in business. I don't think that any customer is a liar but anyone who forgets about a bill like that is going to try their hand at credit back or blame on the company it is easy. The best way is to gain a relationship and 90% of the time you will learn the truth and can base your credit and resolution on what you have gained with the customer, not just by "customer right" minded as you say cell queen, and absolutely not by portlanders hate of customers. Find the middle ground. It works great and even if the c...
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I am just saying its better to think positive about a customer than to think they are liars and hate them.....I understand there are a lot of liars out there in this world but its hard to know who is and who isn't (which is sad)
I do not credit everyone that I talk to...If someone has recieved a credit before then I usually will deny courtesy credits...but if they are a long time customer they went over their minutes...paid for it last month this month its even higher...never had a credit before i would offer 1/2 credit on usage or re-rate the bill as if they were on the higher rate plan and of course our rule is must stay on that rate plan min 3 months...your rule at t-mobile is a 1 year rate plan contract so...i dunno better to have g...
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I do not credit everyone that I talk to...If someone has recieved a credit before then I usually will deny courtesy credits...but if they are a long time customer they went over their minutes...paid for it last month this month its even higher...never had a credit before i would offer 1/2 credit on usage or re-rate the bill as if they were on the higher rate plan and of course our rule is must stay on that rate plan min 3 months...your rule at t-mobile is a 1 year rate plan contract so...i dunno better to have g...
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Well you can't feel too bad, mistakes do happen and at the store level it can be harder to get a change in on an account, but the customer still has account management tools that are up to date within a few hours. #646# will show his minutes and if it had shown all that overage he could have called back to remedy any overage before the end of the billing cycle. Also as it sounds like he pays attention to his bills tmobile.com shows the same updated information, so they would have had a way to see and view the updates whether they were changed or not as well.
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Totally disagree. Other than the fact they will not bend the rules to get me a phone they are giving to the newbees I have no complaints in 3 years. Nobody is perfect. Try calling Cingular just for a question and you feel like someone wants to give it to you while holding your ankles.
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I had a similar situation happen to me. Luckily, we have a business account rep who was able to help.
I added text messaging four days after I activated. When I called in, the care rep said that he would add it to my account. I also asked if he would back date it to my activation day because I forgot to add it on. He told me "sure no problem". When I got my next bill, he did not back date it. This caused me to have some overage. When I escalated it to a manager after a rep would not help me, I was basically called a liar too. Again, I have a business rep who took care of it for me... but I learned a valuable lesson.
I added text messaging four days after I activated. When I called in, the care rep said that he would add it to my account. I also asked if he would back date it to my activation day because I forgot to add it on. He told me "sure no problem". When I got my next bill, he did not back date it. This caused me to have some overage. When I escalated it to a manager after a rep would not help me, I was basically called a liar too. Again, I have a business rep who took care of it for me... but I learned a valuable lesson.
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Unfortunately, if it's not in the notes, it didn't happen. If it is in the notes, no matter what was promised, a grumbling manager will make it happen somehow. We don't want to call customers liars, but the notes in the account are the only ways we can protect ourselves from the customers who would call in, lying, saying that they were promised this and that and never received it.
I actually did the opposite for a customer once. I told him that I couldn't back-date his sms (he already had about $17 in sms charges) b/c I wasn't sure if I could. I added it and managed to back-date it, checked back on it a few days later to make sure that the sms charges were removed. But I doubt that customer will call back saying that I lied.
I actually did the opposite for a customer once. I told him that I couldn't back-date his sms (he already had about $17 in sms charges) b/c I wasn't sure if I could. I added it and managed to back-date it, checked back on it a few days later to make sure that the sms charges were removed. But I doubt that customer will call back saying that I lied.
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Did you get an update from the manager? Did you find the call on your call record?
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Cell Queen you're so stupid it's not going to show because he never called in. Your such a moron.
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Like I said you do not know that and I unlike your pessimistic self am optimistic! I like to think positive and not think every living being is a liar!
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No you just need to face the facts he didn't call in, He may have wanted too but didn't. Not T-mobiles error it's his. Thats your issue when a customer calls in you'd be too happy to assist him and give them something they want even if its totally against policy and thats why more and more people call in because of people like you who think they deserve the world when it's not even t-mobile's error! Get a clue every piece of evidence points to the customer for not calling in not the other way around.
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Again, you do not know if he called in or not...we will just put it at that...we were not there. The customer will have to further prove his case by showing a phone call to customer service on his call log to show that he called in.
The customer states he was called a liar and was not even being listened too....that is bad customer service right there.
I am not a person who just gives out credits right and left...I do an account analysis to see how long the customer has been with us, if they have ever recieved a credit before, if they are eligible to renew there contract....at that point if they have been us a long time and never recieved a credit from us before I call over to my sup who also looks into the accont and as a 1 time court...
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The customer states he was called a liar and was not even being listened too....that is bad customer service right there.
I am not a person who just gives out credits right and left...I do an account analysis to see how long the customer has been with us, if they have ever recieved a credit before, if they are eligible to renew there contract....at that point if they have been us a long time and never recieved a credit from us before I call over to my sup who also looks into the accont and as a 1 time court...
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I have a problem with your "policy". You must be the ****y customer care agaent who would NEVER break policy just cause it's, um, policy. I don't give a rat's ass what policy says. If you feel that the customer deserves a credit, give it to him! Oh my goodness, it's reps like you (if you're a rep) who give the company a bad reputation! And the system does f-up sometimes. It happens. We've all seen things in accounts where "that shouldn't have happened" or we put this in and that happens instead. It happens.
I always had coaches who actually felt that their reps were adults who were able to determine whether or not the customer deserved a credit for something that happened, even if it was the customers fault. You'd make a lot more people h...
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I always had coaches who actually felt that their reps were adults who were able to determine whether or not the customer deserved a credit for something that happened, even if it was the customers fault. You'd make a lot more people h...
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Just my two cents:
The error lies in the rep that the cust sw when he said that he called in prv to change the plan and was told there was no record. Since the cust said he called in and sw a rep I would have immeditely asked if he called from either of his tmobile phones. If he said yes I would have then proceeded to let him tell me the aprox date and time of the call. I would have then looked thru the call details and if the call was no where to be found then I would have told him that and let him know he was mistaken. If the call was found and it was less than 3mins I would have told him that is not enough time to sw a rep, vf the acct, request a change and for the change to be completed. If it was over 3mins then I would take his word f...
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The error lies in the rep that the cust sw when he said that he called in prv to change the plan and was told there was no record. Since the cust said he called in and sw a rep I would have immeditely asked if he called from either of his tmobile phones. If he said yes I would have then proceeded to let him tell me the aprox date and time of the call. I would have then looked thru the call details and if the call was no where to be found then I would have told him that and let him know he was mistaken. If the call was found and it was less than 3mins I would have told him that is not enough time to sw a rep, vf the acct, request a change and for the change to be completed. If it was over 3mins then I would take his word f...
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I dont work for T-mobile! I work for a different cell phone company...I never stated that I worked for T-mobile
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Cell_Queen said:
I dont work for T-mobile! I work for a different cell phone company...I never stated that I worked for T-mobile
Then please do not try to comment on T-Mo's billing program as if you knew anything about it. Stick to topics that you are familiar with. 😛
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He already stated that he stated the date and there is no record of him calling in. Even if he requested the change through other channels as through the automated system, online at t-mobile.com, or calling customer care I've asked a t-mobile rep any acct change is notated and there is a text message letting you know it has been done. Hmmmmmmmmm got nothing, shows nothing, no credit.
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Good thing you don't work for t-mobile you'd be screwing customers right and left. So don't talk like you know anything about t-mobile and no the customer is not always right a fraction of them time they are in this case they were never right.
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When a customer calls in to ask about overage, or any high bill, I automatically think back to the time when I received a phone bill that was over $300. Empathy is about more than just saying "I understand how frustrating that can be" It's putting yourself in the customer's shoes.
First I review memos for the past 60 days to see if I can find ANYTHING that remotely supports what the customer is saying. Sometimes the memos support what the customer is saying, sometimes they don't. No matter what I find, I will thank the customer for bearing with me as I look up the credits policy that pertains to the call. If the policy says give them credit, I do it.
If it is unclear, I politely ask the customer if he/she minds holding w...
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First I review memos for the past 60 days to see if I can find ANYTHING that remotely supports what the customer is saying. Sometimes the memos support what the customer is saying, sometimes they don't. No matter what I find, I will thank the customer for bearing with me as I look up the credits policy that pertains to the call. If the policy says give them credit, I do it.
If it is unclear, I politely ask the customer if he/she minds holding w...
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TMO_Rocks said:
We cannot, however "give away the store". I have been shopping at Wal-Mart for about 15 years now, I have spent thousands of dollars there. If I go there tomorrow morning and inform them I saw a competitor ad that advertised the Nintendo Wii for $149.99 (street price is $250...if you can find one) Should they give it to me because I have been a customer for 15 years? Sounds like a great way to go out of business.
I actually believe they DO price-match. Usually it's automatic, even if it doesn't show on the sticker, they'll take it off at the register. If they don't, just tell them and show them the ad and they'll do it. Wal-Mart is not your typical store in anyway, though, so the...
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LilShorty,
You're correct. They DO price match. I should have been more clear about what I meant to say. What I meant to say is: Should they just take my word for it (being $100 less than what it should be) or should they ask for documentation (I.E. Asking for the ad or calling that store to check the price) Wal-Mart would want proof that the competitor offer is real. Why should T-mobile be forced to operate their business on what someone believes they are entitled to without a documented reason?
Thanks...what center do u work for?
You're correct. They DO price match. I should have been more clear about what I meant to say. What I meant to say is: Should they just take my word for it (being $100 less than what it should be) or should they ask for documentation (I.E. Asking for the ad or calling that store to check the price) Wal-Mart would want proof that the competitor offer is real. Why should T-mobile be forced to operate their business on what someone believes they are entitled to without a documented reason?
Thanks...what center do u work for?
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TMO_Rocks said:
Thanks...what center do u work for?
Currently 37...though I may move back to 01 soon if I get the RP position I had a 2nd interview for today. :: cross fingers ::
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I miss the indian tacos at 01.
I got one at the fair this year but it just wasn't the same.
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I got one at the fair this year but it just wasn't the same.
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