My Customer Service Experience with TMO

[Chaviv]

Update 2: 1/25/12 My rep called me back last night and told me that the engineers got back to him and said that they need to do one more test to see if it's a phone or a network issue. He told me what I have to do is to find another T-MO device and put my sim card in there to see if it gives me the same issue.

My options are that either I have to go to a corporate store and get a loaner, or I can ask a friend who has an old T-Mo phone to borrow it for a few days. I'm working on doing this now.

Once I touch basis with my rep again either sunday or monday, I'll post update 3.

Update 1: The rep called me back last night and said that he hasn't heard anything back from the engineers yet, but he's going to keep me posted and call me again today. Once I know something, I'll post another update.

Hey everyone, I wanted to relay an experience I had with TMO CS.

Before I begin, I want to make a disclaimer: The opinions expressed and feelings expressed are my own, and while others might feel the same way as me, they do not reflect the opinions and feelings of the CB TMO community as a whole.

With that said, here's what happened. I'm having an ongoing issue of my BIS turning off and on randomly for about a month now. I know this is happening because when I go under service settings, under the subcategory of 'BlackBerry Internet Service', it says 'not connected'.

I called several times about it and the reps were very helpful in trying to figure out what the issue was....but unfortunately, it keeps happening.

Yesterday, I called back again and I was hooked up with this really nice and knowledgeable Rep named Johnny. He not only tried several things to alleviate the issue, but he said he was going to call me back later that night to see how things were progressing with my internet. He also made a ticket and elevated it to the engineering department <which didn't happen last time> to try and get it resolved.

So later that night, he called me back and I had told him that it was good for a few hours and then it started doing it again.

He made a note in my file and he said that he is personally putting himself in charge of my case and handling it until it get resolved (which might culminate in replacing my device, if needed).

I thought that was a great gesture on his part. I've been with AT&T and Verizon and never have I had this kind of experience where one single rep will see a single case all the way through. If I've ever had any doubts about TMO CS, they've been put to rest now.

I just wanted to share my experience with you guys, so you do know that there are some great Reps in the TMO CS pool who genuinely care and want to help in any way that they can.

Thanks for reading!

[SimbaNala]

This is what I think makes T-Mobile such a great company! Anytime I've had an issue, they are also there to help. I'm going into one of their stores today to see about getting an upgrade into the 9810. I'm only going to ask now because that's the phone I want but since they EOLed it, I don't want to wait until the end of May when I can fully upgrade. I've been with them for nearly 7 years and hopefully they will just overlook that couple of months to move a otherwise non-selling unit. LoL!

[BoldtotheMax]

I have never once had an issue with CS through T-Mobile. They always have took good care with me after 6 years with them. Just upgraded another line on Sunday with them. Awesome experience!

Sent from my HTC Glacier using Tapatalk

[SimbaNala]

So! I went to my first T-Mobile store today, and got a first with T-Mobile. A very rude clerk. I ended up walking away from him and calling customer care myself (which he wouldn't even do for me) and got a really nice lady on the phone. She allowed me to upgrade my phone and asked to speak to the clerk. I attempted to give my phone over because she wanted to speak to him and he outright refused. She could hear everything he said and was even shocked. I ended up leaving that store and drove to another. The lady on Customer Care was very nice though and put it in the computer that I have approval to get a full upgrade early.

So I went to my car and called some other company stores in the area and found one that had the number of phones I needed. I got there and that manager refused to give me the phones at the discounted price, even though I had approval. I left that store and got right back on the phone with Customer Care. I got a very nice man this time, who couldn't figure out why that manager wouldn't do it but offered to call around for me and find a store that would allow it. He ended up finding two stores that could help me (two because both didn't have the number of phones I needed), so this was getting near closing time of the stores so I made it to one of the stores.

Once I arrived at the 3rd store, they knew I was coming from the guy on Customer Care and took me right to the counter and got the phones from the stock room. Upon scanning it in, it came to well over $400 dollars. Not was told to me on the phone, and that's when they told me that they can't honor the price! I was upset because they said that they would. I left that store.

I got back to my car and called Customer Care again. Got a different lady who is very nice again and she has offered to call around to different stores tomorrow (They were closed or closing) and personally see to it that they honor the price. So, with any luck, I get my new Torch tomorrow!!

It's funny, I've never had issues like this from T-Mobile, but oddly, Customer Care has been grand and very helpful while it's these stores that seem less then willing to help! I hope that with the help of this lady tomorrow that I can finally get this squared away. I will post an update tomorrow

[Tõnis]

^Congrats on the new phone(s). I'm on Sprint, and I always go to the corporate store. I'm not interested in dealing with any bs like this which sounds like it might be taking place at the smaller, licensee stores. Is that what you were dealing with?

[Chaviv]

Simba,

Please do keep us posted on what happens.

I really hope you get your new torch also

[SimbaNala]

Tonis: I always go to the company stores, I never go to a licensee store, unless I'm in Las Vegas and paying my bill. The company store is twice the distance from my house and I'm only paying a bill, it doesn't matter which store I do it at. I had never been the store that the guy sent me to, so I didn't know it wasn't a company store until I got there. I was worried about it though since he called ahead and they said they could do it. You know the rest of the story, LoL!

Here's the follow up to the story (I would've posted yesterday but I was busy, I'll get into that later)

Yesterday morning, I started off by making a list of the company stores in my area, starting with the stores that would be in a higher end community. The first store I called didn't have any Blackberry Torch's in stock, so I called a second store. I needed three of the phones, and this second store I called had two. I figured that a great start (Most stores I found only seemed to have 1 or 2 on hand and finding a store with 3 was rare) But so then I asked to talk to the manager. Turns out, I already was. I went ahead and told her everything starting from the first store that I had gone to the day before, through everything customer care told me, up to calling her store. She listened to it all and asked for my information to pull up my account to see if she could do the upgrades. She went ahead and fixed it in her computer so we could come and get them!! So a long long story short, I was able to get my brand new Blackberry Torch (That's why I was busy yesterday, playing with my new play toy, LoL!)

So she is now going to get another 2 Torch's from another store so my younger brother can upgrade from his Bold 9700, and my father is going to get out of his contract with Verizon, and get a Torch from her store as well. And to top it off, my older brother is going to get out of his contract with Sprint and get a Bold 9900 from her as well. I think this is what all these other managers didn't get, and that is the if you make a customer happy, they will come back to you for more business. Now because this lady went above and beyond to help us when none of these other stores would, her store has sold five more phones then any of these other stores. I really hope this looks great for a year end bonus from T-Mobile for her.

All in all, I love the Torch, and I have a new favorite T-Mobile store to go to. It's a little bit of a drive from my house, but it's worth it to be treated right. T-Mobile is really an awesome company and now more then ever, I'm glad AT&T won't be getting their hands on T-Mobile, LoL!

Thanks for reading all that! LoL!
Shane

[Chaviv]

Shane,

That's an amazing end to your story! I'm so glad things worked out for you! I also hope she gets a great bonus as well.

As far as my issue goes, it's still in the process of being worked out, so I'll post updates once I know more info.

Thank you for sharing!

[doxa sub750T]

Me a happy camper with TMO for 9 years and going! Only one issue I have had was actually happened last month.

A rep screwed me up with the plan, saying something, but my bill was no where near the quote. Called TMO, they adjusted the bill right away as well as fixing me right back where I was. So, I say thumbs up to TMO.

[SimbaNala]

Thanks, I hope it all works out for you as well!! I'll be keeping an eye on this thread because I'm nosy how it goes for you, please keep us in the loop!!

[doxa sub750T]

Shane,

Thanks for sharing the story and I am glad you are happy in the end.

Cheers

[SimbaNala]

Thanks! Because she was so over the top, her store just sold my family another three phones today, All Blackberry's! Two more Torch's & a 9900. There was a small issue adding two more lines to our family plan, but it was not a big deal and easy to over come. I'm a really happy camper right now.

[Chaviv]

Shane,

That's awesome! I'm so happy for you guys!

I posted an update 2 at the beginning of my post above, so that's where I'm right now.

As more develops, I'll post again

[SimbaNala]

I was hoping for some news for you but maybe soon!!!

[Chaviv]

Hey..

So today I went to a corporate store near me and spoke to this really great rep at the store. I proceeded to tell him the issue.

He then looked up my account and read the notes that the rep wrote. I asked him for a loaner phone, but he said only if I had insurance could I get one, which I do not.

He then asked me when my issue started happening, and I told him about 1-1.5 months ago.

He looked at me with a surprised look and said I could have a new sim card.

I've had the new sim in for for almost 2 hours now and so far so good.

I'll keep you posted on any new developments.