Love My Rep

[clitrenta]

I have often encountered T-Mo reps out here who simply do not have a clue about what they're doing. So it was so NICE to run into the GURU of all T-Mo reps. I had been to several T-Mo booth enquiring about changing my flex pay contract account into a normal post paid account along with possibly adding another phone. Without exception, I was told I would not be able too. I also wanted to change the account from being in my daughters name to my name. Again, no go. Then by pure chance, I ran into Eugene. Right away he had an idea of a way to help me and asked me to come back in abut 10 min. I gave him my info and by the time I came back with my latte (really needed that), he had an approval on EVERYTHING I wanted. I couldn't believe it. He said he doesn't think anyone else could have done it. Pretty confident but I don't doubt he was completely right in his assessment. I like his don't give up attitude. I ended up standing there for two hours while we put this deal together (had to also get my daughter to call T-Mo to give permission to change the acct name from her to me) but he hung in there the entire time with a great attitude. Eugene, you got my business for a VERY long time and T-Mo better make sure they keep you around. Might I also add that your boss better watch his back

[arete]

Good to hear that. Although the tmobile reps over the phone have not been bad, the ones in stores are generally clueless. (Once one told me that there is no way I can buy a phone for full price since I did not want to resign my contract. So I just bought one in a bit more independent store lol).

[clitrenta]

Originally Posted by arete

Good to hear that. Although the tmobile reps over the phone have not been bad, the ones in stores are generally clueless. (Once one told me that there is no way I can buy a phone for full price since I did not want to resign my contract. So I just bought one in a bit more independent store lol).

That IS pretty bad. I've bought a number of phones from T-Mo at full price since I'm not due for an upgrade. I never had a problem with that. I just think your rep was confused about the rules which is actually incredibly typical. I live in a city with just one T-Mo seller (booth) and I will only go to them if I absolutely have no choice. They have proven to me that they are not only clueless, but unwilling to make good on their own mistakes. If I want something done (right preferably), I will travel the extra 25 miles or so to go to where there are some reps I know and trust and have proven to me that they will do everything possible to give me what I want.

[GenuineHelp]

You need to keep in mind some of the booths are authorized dealers and others are corporate locations. The authorized dealers have different prices and even different rules as to what they can sell.

[giantstepp]

Ive actually been pleasantly surprised in the level of expertise with customer service. I have a flex pay plan and Ive been treated like a 2 year contract customer. Most carriers have a seperate Customer service for prepay folks and you can tell the differences in knowledge. Ive been handled properly by the good people at TMo!

[clitrenta]

Originally Posted by GenuineHelp

You need to keep in mind some of the booths are authorized dealers and others are corporate locations. The authorized dealers have different prices and even different rules as to what they can sell.

In this particular case, the booths WERE authorized dealers. These booths just recently converted over to corporate stores though and yes, they had different rules however they still were incompatent as to their OWN rules. My opinion mostly is centered around a specific booth. That said, the rep I mentioned initially was at one of these booths and simply ran circles around any other rep I've met - ANYWHERE.

[nick.hughes]

Tell a manager, as a T-Mo Sales Rep. I know for a fact that the T-Mo company as a whole understands you're the reason we have a job! Don't let someone tell you no unless they're willing to do everything possible to help you.
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Even if they're not full "T-Mo" employed associates, they still represent T-Mo in a way. Always say something if you think you're being short changed. That isn't how your wireless company should treat you.

-NH

[clitrenta]

Originally Posted by nick.hughes

Tell a manager, as a T-Mo Sales Rep. I know for a fact that the T-Mo company as a whole understands you're the reason we have a job! Don't let someone tell you no unless they're willing to do everything possible to help you.
--------------------
Even if they're not full "T-Mo" employed associates, they still represent T-Mo in a way. Always say something if you think you're being short changed. That isn't how your wireless company should treat you.

-NH

Well, I think the average rep would not have been able to do what I was asking but because this one guys knowledge was so extensive, he was able to jump through all the loopholes to make it happen. Those other guys just excepted what someone from T-Mo was telling them on the phone. Thank God Eugene refused to accept that. He was able to get around the system in a way most of them wouldn't have been able to do. That comes from have a lot of skill and knowledge and a desire to close the deal - and of course help the customer. I stood there for a very long time getting this done and he smiled and joked with me the whole time. He was just great.

[Destonomos]

not trying to ring my own bell but I have some customers that love me as well (i'm a t-mobile rep). 2 days ago I had one of my customers drop by and she gave me a batch of fresh cookies . I also had one guy know that I just graduated from college and help me look for some new jobs . I think its helps that I got my 4 year degree in computer and phone networks lol.

[CatAlex]

I think t-mo is all in all pretty swell as far as cs goes. I never really go to the stores, but my exp with their phone and chat reps is excellent!

Posted from my CrackBerry at wapforums.crackberry.com

[rscstacker]

Thats better treatment then I got this week. I usually go through my biz rep from AT&T. Told him to order me a Bold or 8900 whatever was cheaper. He tells me Bold is, I tell him okay cool whatever just order it dork. Well I text him a few hours later cause I haven't got a email for confirmation yet. He says his ordering system was down that he will try later. Well that was tuesday and today is saturday. Come to find when I text him today he is on vacation and he will order it when he comes back. I'm like wtf I tell you to do something and u completely don't. Its not like I upgrade every few years. I have upgraded this line about 5x's in less than a year. I keep giving you business and for what.

Seriously almost switched over to Verizon cause this pretty girl offered me a Storm for only $100, but then she couldn't give even one reason why their business accounts were better. So here I still am LOL.

In Plain english all carriers just SUCK! LOL

[vsmith]

Most of the cs reps are condescending and very insulting. I stay with tmobile because of the good rate plans, and they began to have better phones.

[Armando175]

Some TMO reps don't know nothing. It makes me wonder "maybe I should get a job at TMO". LOL Once I called TMO over the phone, I forgot what it was for, and they told me that they didn't know how it happen where I had three different area codes(two in NYC and one in Philaldelphia) because they all needed to be in the same area. Well, I managed to get it I told them. LOL