T-Mobile Complaint

Reviewed by jproctor218 Please Improve

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Dear The Executive Review Team:

I know this is a very long e-mail but I promise, if nothing else, you will find much humor in it even if you ignore me (one of your loyal customers). So please, I ask you, read it in it's entirety. Seriously, some parts are laugh out loud funny! I promise!

For the past several weeks, I have had many time consuming interactions with your customer service people, tech people, some management, and 2 of your store clerks. Let us go through the list of players in this Greek Tragedy first, if you will be so kind as to indulge me:

In time-line order:

~Tech guy - very very nice.

~Sales person at Bayshore Mall - horrible and condescending.

~Assistant manager Justin at Southridge Mall - horrible and condescending.

~Craig T. (ID - 111800778) one of the best customer service people I've ever had.

~un-named rep - just plain stupid - "added" the e-mail feature

~Kim - (ID - 119805601) very very nice..tried to help...got me to tech support.

~Zana - Tier 2 tech (ID - 891221543) Super nice and went through every fix she could think of to no avail. Got me to

~Ella - New to management - tried a few more fixes. Very nice but could not get me what I wanted. Sent me to Jamen - other manager on "the floor" - not so nice nor very helpful. Got me to

~Shantelle - (ID - 12431049) Mean, nasty, rude, combative...shall I go on?? It was late so I gave up for the night. She did however give me the names of Deonna Kaso and Gene G (apparently upper management and a director) but was told that they do not speak to customers. They have better things to do than to speak with you. ~Jim - bless his sweet soul. he did his best and tried to help. He even called me back the next day like he said he would do to his own detrement (I know this to be true because I work in a call center). He tried to transfer me but got me disconnected instead.

~Jill - supervisor of site 114 - tried her best to help me but her managers just kept throwing her to the wolves (that would be me). She did not call me back so I called and got:

~Linda - horrible woman. Combative and refused to listen to a word I said. She hung up on me at one point. I called back and while I was waiting for another supervisor (at least 10 minutes) she thought better of the situation and called me back. She got me to

~Jason - (ID -343906) - rude, condescending and just plain old didn't listen to a word I said.

These are the players and below is my version of what happened.

SIDEBAR: at each level, I was told that there were no managers on site, that there was no one else to talk to, that said managers didn't have phones, and that the corporate offices didn't have phones. That even if I did get through, no one was going to listen to me. Actually, I take this back. I was able to easily get through to management when I wanted to compliment a rep.

Tech guy who tried some fixes to the problem I was having not receiving phone calls. I would end up getting messages hours later. Some very important. Frustrating but not anger worthy. He was very nice and tried to help me. We both agreed to give it through the weekend and if it was still happening, I should call him back on another phone the following Monday and we would work on it again. Everything seemed to be fine for a week or so.

The rest of the story, as they say, is below. Play by play in my blog. Forgive some of the language as I was very angry and it is, well, my blog. Please read this in its entirety if not to help me, then to amuse yourselves. I am a writer and a pretty good one at that so at the very least, it will be funny.

Jul. 30th, 2008 | 04:49 pm
mood: discontent
AAAHHH.... T-Mobile ...you almost blew it today!

While I may be prone to exaggeration, today, dealing with the ass ponies at 2 different t-mobile stores, I am 100% not exaggerating when I tell you this story.

It was the best of times, it was the worst.....wait...that line has already been used. Let me start again. The Bayshore Town Center and Southridge T-Mobile reps are total douche bags!!

I was at Bayshore picking up something and I thought to myself..."self? My phone isn't working quite right...I will stop into the store and see what can be done about this." I walk into the store and ask what kind of upgrade I could get for little to no money. The "customer service" dude, without paying any attention to what I am asking starts taking my phone apart. By the time I am done saying..."Hello, I was wondering what could be d...." he holds the phone up to my face and says..."see this red dot?? This red dot means you got water in the phone. There is nothing we can do." In response to this perceived attack on my ability to take care of a phone I ask him..."wouldn't I have noticed this?" He tells me that it doesn't take much and that the warranty is null and void blah blah blah...but that I have been a customer long enough to get a "partial discount" if I want to purchase another phone but otherwise...there is nothing they could do. I asked how much this partial discount would be to which he responded with..."uhhh...I don't know....like...between $20 and $80." I calmly (I promise) said, as I was walking out the door that it was a shame that brand new customers seem to get treated better than the established ones. He informed me that I got the same treatment when I was new. I honestly don't think he knew how ridiculous that sounded so I just left without saying anything.

As I was walking back to my car I tried dialing 611 (T-Mobile customer service) and found that my phone was dead! It wouldn't turn on!! I tried everything to no avail. I went back in the store and kindly said..."can you fix this?" He took the battery out, brushed it off, put it back in and turned the phone on. He again, holds the phone up to my face and says...."it works fine mame....like I said....water gets in there and blah blah blah." I tell him that the "water" wasn't a problem until he took the phone apart. I said thank you and left the store. I got to my car (mind you...it is 100 gazillion degrees and I am parked clear across the lot) and again tried to dial 611. My phone was now showing serious signs of schizophrenia because it was flashing numbers and all kinds of other stuff and it wouldn't stop! I drove around to the front of the store and parked illegally. I stormed into the store and said..."Is this a joke??" He said..."no mame, its not a joke. I don't know what to tell you....the water blah blah blah!!! I started arguing with him when he stopped me and said..."uh...mame....you're getting a ticket!" Sure enough....I turn around and a cop is behind my car (in an SUV no less) writing a ticket! I said a couple of expletives and ran outside. The officer kindly asked if I was having car trouble. I told him that no in fact I wasn't having car trouble but that I was having T-Mobile customer service trouble!! He chuckled and waived me off. It was a total sitcom moment. Have you ever had one of these moments? If you were watching it on TV it would be fricking hilarious but it wasn't on TV...it was happening to me. Alright....now that some time has passed, I can see the humor. Doesn't mean I am not still angry.

I was hopping mad so I decided to go to the T-Mobile store at Southridge because they were so nice to me when I signed up. I was "greeted" by Justin, the assistant manager (I say "greeted" because he was less than thrilled to be "helping" me). I asked him my whole sitcom scenario question and he looked at me with a blank stare and said..."ah...no, I don't think I ever have." I'm not sure if he was just being a jerk or if he didn't get the question. Either way, I knew he wasn't going to be helpful (which is irritating because he totally helped Joelle - my best friend - a couple of weeks ago). As I started to explain how the phone wasn't working, I showed him how it couldn't dial by dialing 611...guess what?? It worked. Figures doesn't it. He took the phone from me and opened the back up and started in of this whole water damage crap again. I stayed calm and explained that this is not why I have come in to 2 separate stores. I came in to see what kind of deal I could get on an upgrade. He responded by saying, and I quote, "you've been to 2 different stores and you've talked to customer service. We are the same. We have all told you the same thing. You are eligible for a partial discount." I was so defeated at that point and the phone was "working" so I left and called 611.

I was so upset when Craig T (ID number 111800778) answered but I explained to him that I would do my best not to yell at him or have a total crying melt down. He told me he appreciated any efforts I would make not to have these things happen. I found that to be amusing and saw a small ray of light on the horizon in that maybe I would finally get some help! I started by being really mean and asking why all phone sales people were the same? "They are the superior computer nerds of the phone industry and these two particular store clerks were total ass ponies!" Craig laughed and asked if he could add that word to his repertoire. I said absolutely! But only if he gave me credit (even though it was my friend Steph's word). I also told him that ass clown was just as good (thank you goes to the short lived TV show the Loop). He laughed and agreed that whenever he used these words, he would tell everyone that Jennifer Proctor used them first. I then started into my diatribe about the day I've just had. He stopped me shortly into the story to tell me that this is the best story he's ever heard as a customer service rep and that I was making his day even though I was angry. He told me he could picture my plight and that he felt like he was right there with me. He said that I was a really good story teller and that I should do something about that. He had me at "...best story he's ever heard."

After my long and arduous story, he said that in fact, if we went the traditional route, the manufacture would charge me full price for the phone because of the "water damage." I started to say that I figured there was nothing he could do but he interrupted me and said that we would go another route. He told me that we were going to do an upgrade and that all I would need to pay is the $18 upgrade and renewal fee. He asked my requirements of what kind of phone I would want. I told him I picked the last phone because it was pink. He said that Motorola has a new phone and that he would be sending it to me for free.

I can't believe how nice he was. I need to send him a proper thank you. So those at corporate, please do what you can to let Craig's manager know how great he was.

Here is my second blog regarding T-Mobile Customer Service

Aug. 13th, 2008 | 06:34 pm

Corporate pig-dogery is back and better than ever!

A couple of days after my new phone was ordered, I had a few more questions. Mainly I wanted to know if I could get e-mail service on this new phone. I was told that yes in fact I could and that it would cost $9.99 extra. I asked how it worked. She explained it to me and said that yes, in fact that I would like this feature. She (not sure who this was) took a very long time putting this feature together for me and said it would take 72 hours at most to take affect. I tried every day to set up my gmail on my phone to no avail and after the 72 hours I called and got Jim on the phone. Another one of the nicest reps I have ever worked with. After about an hour, he figured out that I was set up for "Blackberry e-mail service" and not just regular old e-mail service. He went back and forth between tech support and me because he could tell how upset I was and wanted to help me. He said the fix was made but it would take 24 hours to take affect. He told me he would call me between 3 and 3:30 pm the next day. Because I am also in the customer service game I asked him if he would get in trouble making an out going call instead of being ready in the queue to take incoming calls. He told me I didn't need to worry about that and that he would handle whatever consequences that would await him. He just wanted to make sure that I got what I needed. I told him I didn't want him to get into trouble but he insisted that he was going to call me back. He did. At 3 pm on the dot the next day: So...today I spent 2 hours and 49 minutes on the phone with T-mobile. At least this time it was Cindy's (my landlord) land line and not my cell (they charge you for the minutes you use calling them for help...ain't that the shit?). To make a long story even longer....Jim (the rep I spoke with the day before who tried to put a fix in called me back like he said he would...I know...shocking right? Anyway...he did all he could do so he said he would transfer me to "tech tier 3" and then proceeded to disconnect me. I called back and spoke with a lovely woman named Kim. She apologized up down left and right for the problem(s) I'd been having and proceeded to put me on hold to "check into a few things." I was literally on hold for 22 minutes. She came back on and transferred me to Zana who was also very pleasant and patient and kind with me. We went through a bunch of trouble shooting things to see if I could get my gmail e-mail on my phone to no avail. She got me to her supervisor Ella. She was also very nice and did some more trouble shooting with me but it didn't work. She then tried (I believe she was being sincere) to see if she could get me the phone and services I wanted at her management level.

SIDEBAR: each time I got someone new, they had to put me on hold so they could "check into a few things." The average hold time when this happened was about 15 minutes.

Anyway, I digress....she came back on and said that no in fact she could not do what I wanted her to do in getting me a Blackberry or better because the system would just "kick the request up to her manager." I told her that would be fine and that I will go as high as I need to go to get what I feel I deserve and that I would wait to do that. She put me on hold and got Jamen on the phone. He started by asking what it is that he could do for me. I asked him if that statement meant that I would have to start all over and he assured me that no...I would not (I do not understand why people say this sort of thing when they know perfectly well what the customer wants and that chances are they would go ballistic if they thought for 1 second that they would have to start over). He then very casually said that he was sorry I was having trouble accessing my e-mail on the phone and that he would see what kind of "deal" he could get me on a phone of my choice. I told him in a calm manner but in no uncertain terms that a "deal" would not be acceptable and that I would be getting a free blackberry with a month free service and all of the amenities. He told me in a huffy tone that he is as high up as I can go and that I would need to contact customer relations. I said "OK...then get me to a manager over there." He said that they didn't have phones and that I would need to complain either by e-mail or in written form. I started to cry and calmly told him that this was the most ridiculous thing I have ever heard because THEY ARE A PHONE COMPANY WITH NO PHONES??????????? I told him that I knew how the customer service game worked and that he could bump me up and sure enough...eventually he got me to "Shantelle." I've always thought this was one of the stupidest names ever and the only people who should have this name are strippers and maybe prostitutes (not that I am comparing the two....clearly I have the utmost respect for strippers and if I had the bod....I would do it in a heart beat). Anyway...Shantelle asked the same thing....what is it that I can do for you mame? I again asked if I was supposed to start over. She said no and that she understood that I wanted an expensive phone for free all because I couldn't get e-mail access on my phone. I told her no, in fact, I have had several problems with cust serv reps, store clerks etc.....and that the least they can do is get me a Blackberry for free. She and I went round and round with her being combative, rude and downright hostile. I asked her not to be this way because I had been nothing but patient and nice to everyone I have spoken to. She did not like this one little bit and also told me that she was it. The only higher up I had to talk to. She belittled my plight and said that it is not her fault that I choose not to accept the $50 off she is offering and that she wouldn't do anything more for me. I did not swear or raise my voice at all though. I told her that she was a despicable manager and that her employees must be totally pissed that she is making more money than them even though she is really bad at her job. She didn't like this and said that her answer wouldn't change no matter how long we talked. After continually asking who her manager was and after her continually refusing to give me this information she gave me the name of her manager and the director of the call center (I assume). These people are Deonna Kaso and Gene G (these are the people who have better things to do besides talk to lowly customers). This is funny because 20 minutes before this she claimed that she was it and that there was no one higher. She was it and that VP's et.el. don't have phones either and would never sink to speak to a client. Well they'd better because no one else can seem to make any decisions without manager approval. I asked her why a company would throw money away on management salaries if they have no more power than a rep. She did not have an answer to this either. She kept insinuating that I just didn't "like" the option put forth to me. I politely explained to her that in fact, I would have been fine if I hadn't had to go through all of this bull in the first place but every damned thing has been a fight in the last several weeks and that as a customer, I deserve better. There is so much more but I am exhausted.

Dear Jennifer,

Thank you for taking the time to contact T-Mobile via e-mail. My name is
Malcolm, and I see you contacted us regarding viewing your call detail
online. I can appreciate the importance of having a clear record of your
calls and I can definitely look into this for you. I am sorry that we
were not able to respond to you sooner, and we are working diligently to
answer all of our e-mails. Thank you for your understanding.

Jennifer, as you are on a FlexPay account you are not able to view your
unbilled call detail online, and I apologize for any disappointment this
may cause. If the previous month is any indication your call details
should be available online on the 14th. Thank you for your patience. I
realize that you must be anxious to review your calls, and once your
bill is viewable online you should be able to view the call detail by
doing the following:

1. Log into your My T-Mobile
2. Click "Bill and usage" under "My Account"
3. Select the desired mobile number to review in the dropdown menu
4. Select the "Statements" tab
5. Click the "Usage Details" tab
6. Select the desired type of charges from the dropdown menu

If you have any further questions or concerns Jennifer please feel free
to reply to this e-mail or contact our Customer Care department at
1-800-937-8997 or 611 (send) from your handset. Our Customer Care
representatives are available from 3:00 a.m. to 10:00 p.m. PT for all
your T-Mobile needs.

Thank you, Jennifer, for allowing me the opportunity to assist you with
your questions today. It has been my pleasure providing you, a valued
customer since October 2007, with T-Mobile's World Class Customer
Service. Thank you for contacting T-Mobile, we value you as our
customer.

Respectfully,

Malcolm G Rep ID# 7284855
Customer Care Specialist
T-Mobile USA Reply Forward

Jennifer Proctor to Customer

show details 7:36 PM (5 minutes ago) Reply

Dear Malcolm (If this is in fact your real name):

Thank you for getting back to me. I understand that you and your co-workers must get a ton of e-mail questions and frankly, I wasn't expecting an answer ever so kudos to you.

However, this answer does not sit right with me for numerous reasons. You say I can't look at "unbilled" calls made or received. On "Flexpay" accounts (which are anything BUT flexible) you PRE-PAY. The definition of PRE-PAY is to pay before your next service cycle so how on this Mother Nature's Green Earth can these calls be labelled as unbilled? While you are essentially a phone company, you are also in the business of technology and new technology at that. Are you seriously trying to tell me that a major company, such as T-Mobile, in the 21st century can't figure out how to list the phone numbers outgoing or incoming within 24 hours of my using said phone numbers???

I have to tell you...I am unimpressed by your stock answer. I am also extremely dissatisfied for a great number of reasons. Not that any of this has to do with you directly but you are all I got right now. I have spent nearly 5 hours either on hold or speaking to a T-Mobile rep in the last 4 weeks. I am disgusted by the sales people in your stores and the service I have received in general. Not to mention the wasted hours of my day and my minutes trying to be heard. This answer is just another in a long line of disappointments. I used to rave about T-mobile usage, service and phone capabilities but not anymore. I have a blog and I am using it. I am seriously considering putting my Memoirs of an Angry T-Mobile Customer on U-Tube. I am fed up. Fed up with "Flexpay. Fed up with the service I am receiving. Fed up with having questions that just can't get answered in a reasonable amount of time. Fed up with any feature I want or need not working properly the first, second, third, fifth, tenth time I try to use it. I am sick to death of having to contact you but unfortunately, cell phone companies make sure they have you by the short hairs before they start treating you like crap. We are a captive audience for a minimum of 2 years. Let me repeat....we have to put up with the abuse that is "customer service" in the cell phone industry for 2 years until the contract ends.

I could go on but what's the point. It hurts when my short hairs are constantly yanked on.

Have a nice day.

Jennifer Proctor
Fed up with T-Mobile customer service

E-mail response to my response:

Dear Jennifer Proctor,

Thank you for taking the time to contact T-Mobile. My name is Charleen
and I would like to apologize for the delay in answering your e-mail in
a timely fashion. Thank you for your patience.

I understand you want to be able to view your usage for your Flex Pay
service. I am pleased to assist you Jennifer.

I can appreciate that you would be concerned to view your usage Jennifer
but with your plan type it is not currently possible. You can view the
minutes used with #646# then send on your phone for your current billing
cycle. I realize that you are frustrated but we do not have the option
to view the ?unbilled? calls. They are pre paid calls as you stated but
the system must still generate the usage after the cycle closes. I have
noted your complaint and I hope that we will be able to offer this
service in the future. We definitely appreciate your feedback about
this.

Thank you, Jennifer, for allowing me the opportunity to assist you
today. If we can assist you with anything else please do not hesitate to
respond to this e-mail. You can call Customer Care Toll Free #
1-800-937-8997 or 611 from your handset 3 a.m. - 10 p.m. PST. Thank you
for choosing T-Mobile and for being a valued customer since October 5,
2007. Take care!

Sincerely,

Charleen S. Rep. #7284243
Customer Care Specialist
T-Mobile USA

My response to Charleen's response to which I got, yup, you guessed it, no response:

Dear Charleen Rep # 7284243

Customer Care Specialist
T-Mobile USA:

Thank you for your response. Charleen, let me make myself perfectly clear. I am more than a little frustrated. I am more than a bit miffed. I am down right angry at the way I have been treated of late by your customer service reps and their managers so giving me their phone number does NOTHING for me. It only fuels the fire of anger. What does the "title" of Customer Care Specialist mean anyway?? Are you able to make some decisions on my behalf that the phone people couldn't????? I am sure I know the answer to that question. Apparently the only way to be heard is by writing a strongly worded e-mail to the "Executive Review Team" if they really exist at all. I was told by your management that the corporate offices don't have phones so an e-mail will have to do. How crazy is this??? A PHONE COMPANY THAT DOESN'T HAVE PHONES????????? I am so angry I can hardly see straight.

Thank you for your time and have a nice day.

Jennifer Proctor

Tags: memiores of an angry t-mobile customer

More waiting. Always waiting on hold.

Jill - supervisor of site 114 - tried her best to help me but her managers just kept throwing her to the wolves (that would be me). She said she'd call me back and she did within the hour. She then said that she did not have an answer so she would have to call me back in another hour. 2 hours later I called and got Linda - horrible woman. Combative and refused to listen to a word I said. She hung up on me at one point. I called back and while I was waiting for another supervisor (at least 10 minutes) she thought better of the situation and called me back. She said there was no one any higher than her and there was no way they could get a hold of corporate as they did not have phones. I asked her a hypothetical question. I asked if the building she was in started on fire, how would corporate find out about it if they didn't have phones. I mean, seriously?? If something bad happened at one of T-Mobiles sites, how would corporate know?

SIDEBAR: These were merely questions, hypothetical, NOT threats of any kind.

She could not answer this question and got me to

Jason - (ID -343906) - rude, condescending and just plain old didn't listen to a word I said. I again ask you....do you have your employees lie or are they doing this of their own accord??

The only things Jason kept repeating is that:

"You are a valued customer and you qualify for a discount"

"Corporate doesn't have phones and besides, they make policy and they wouldn't give in to you."

"I will keep saying the same thing to you until you get it."

Then the real story came out....

He continued to say that I was a valued customer but then pointed out that I'd "only spent $600 or so on T-Mobile service so far and that frankly didn't qualify for any special treatment." He was doing me a favor by offering a discount. He also informed me that I was 1 of millions of clients and that no matter what, I wasn't going to get anything. He told me that Blackberries are very expensive phones and that I have not given enough to deserve one. I asked him if he thought for 1 second that I believed you paid full price for these phones. He insisted that you do. I said that was bad business on your part and asked how T-Mobile made any money. He said on services provided! I told him this is what I have been saying from the beginning!! I will gladly pay for more services if you give me a phone they will work on!!

I can't tell you anymore. I am exhausted. The people you have working for you need a little CCC (Customer Care) training. Yes...I am a customer service rep for a very large insurance company. We would never ever treat anyone the way I've been treated. If someone asks for a manager, a manager gets on the phone. If the call escalates, we keep going up the chain until the customer is satisfied (which we rarely need to do because my co-workers and I can make a lot of decisions on our own as long as it is best for the customer and company alike). We don't withhold names or make it difficult to talk to someone else. That practice is despicable. As a matter of fact, when I informed Jason of how our company works he sarcastically said "well, that's great for your customers then isn't it??"

I realize this e-mail will probably fall on deaf ears but if it doesn't....all I want is fewer apologies, less interruption, service with a smile, service that works, honesty, and someone to compensate me for my time, trouble and aggravation. It's the least I deserve. I would have been extremely happy with e-mail service on the phone I have if it worked the first or even the second time I called to get it fixed but now I have spent too much time and have been through too much agrevation. If anyone at T-Mobile could guarantee me little old e-mail would work on the phone I have or another less expensive phone I would consider it but throughout all of these phone calls, no one could assure me of this. So now here is what I want:

I want a blackberry (other companies are selling them for $99) expensive my you-know-what! or a wing or a sidekick with these amenities:

I want it sent to me over night

I want it in a pretty color

I want 1 month free service - e-mail, full Internet, etc.

After that month, I will gladly pay for the services I've asked for.

I have loved and bragged about T-mobile since I started my service with you. Up until this point, your reps have been nothing but kind, patient and considerate. You felt like they really really wanted to help you. It turns to crap when "management" gets involved.

I want to be contacted by one of you via e-mail or phone 414-469-2352. It's the least you can do for me.

Sincerely,

Jennifer Proctor (would-be loyal customer)

PS...I have been trying to send this e-mail to you for over a week. Your "manager" Jason (ID 343906) gave me the e-mail address rdotson@tmobile.com. I asked him specifically if there should be a dash between the t and the m. He said no. I called back today and got Mary on the phone. She verified that there was in fact a dash in the e-mail. I regret not getting her employee ID because she was so nice and helpful.

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