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 Thread Author
# 1
07-09-2009, 03:21 PM
| | | CrackBerry User Device(s): 8900 Carrier: T-Mobile | | Location: Milwaukee Join Date: Nov 2008 Posts: 40 Likes Received: 0
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| |  Retention Dept.
I searched for something like this, and I couldn't find anything, so.. are there any tips on dealing with the tmo retention deptartment? Invariably what I would like to see happen is extend my contract, and get a new customer price on the 8900. I have a year left on my current contract. Dealing with tmo customer service has been less than favorable for the most part, though I have had a few good experiences with some exceptional reps. Also getting the retention soc codes for the cheaper data plan wouldn't hurt, either. Issues in the past have been not receiving text messages, being misquoted on messaging usages resulting in going over my message allotment (I had unlimited and was told by a tmo rep that I didn't need it and 1k msgs would suffice. It obviously didn't.) Not being billed one month and then being double billed the next. Any advice? Or should I just go with eBay or maybe switch to AT&T?
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07-09-2009, 03:31 PM
|  | CrackBerry User Device(s): 8900/ Storm Carrier: T-Mobile | | Location: Denver, CO Join Date: Jul 2009 Posts: 35 Likes Received: 0
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What you do is call T-Mobile, Tell them you want to cancel because of the fact that you are having so many problems with the service. Tell them about the double bill the texting and how you want a phone on a discount and they will say only a partial one. Then tell them you want to cancel and then you will be in Retentions. Once your there tell them that ATT is offering you a BOLD for FREE!!!! on a new contract and that if they cant get you the 8900 for the new customer price that you want to leave. When your in retentions they will do anything and everything to keep you as a customer.
__________________
Administrative Manager
T-Mobile Limited
If you need help with anything T-Mobile
Send me a PM and ill help you the best that i can!! |
07-09-2009, 03:37 PM
| | | CrackBerry Genius Device(s): iPhone 4S Carrier: T-Mobile | | Location: Pottstown Join Date: Mar 2009 Posts: 2,554 Likes Received: 37
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One thing I've learned when talking to CS reps is to be polite but firm. If you are rude and obnoxious to them, you aren't going to get your way.
Ask about the details of canceling your plan. They'll ask you why you are considering canceling and will most likely do whatever they can to keep you, especially if you have been a longtime customer.
__________________ You know how to get hip to my heart ♥ iLove |
07-09-2009, 03:40 PM
| | | CrackBerry User Device(s): 8900/ Storm Carrier: T-Mobile | | Location: Denver, CO Join Date: Jul 2009 Posts: 35 Likes Received: 0
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Deff dont be rude, if you are nice and calm they will work with you anyway possible
__________________
Administrative Manager
T-Mobile Limited
If you need help with anything T-Mobile
Send me a PM and ill help you the best that i can!! |
07-09-2009, 04:57 PM
| | | CrackBerry User Device(s): 8120 (Pearl) Carrier: T-Mobile | | Join Date: Jun 2009 Posts: 17 Likes Received: 0
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I believe you should be really rude. Let's see if that works.
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Thread Author
# 6
07-09-2009, 05:12 PM
| | | CrackBerry User Device(s): 8900 Carrier: T-Mobile | | Location: Milwaukee Join Date: Nov 2008 Posts: 40 Likes Received: 0
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well, I wasn't rude, that's for sure. I was, however, transferred once to the rebate department. I was also advised that I would have to pay $425 dollars for a new 8900. This is after I informed them of the options I was told (including that one) previously. To which they replied they understood, and then "here are your options" and repeated to me, word for word, what I just told them. I'm not sure I was every actually transferred to retention. I told them of the other offers other companies were making, and was advised that the offer I was given was the best anyone at tmo could do because they are "system based". Though, to be honest, I'm not entirely sure what that is supposed to mean, exactly. I'm pretty frustrated right now. I don't really want to cancel because I'm happy with my reception in most places and whatnot, but... I really, really don't like my phone and tmo has done nothing to compensate for what I feel wronged by in the past. They wouldn't even acknowledge the issues I was explaining to them.
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07-09-2009, 05:16 PM
| | | CrackBerry User Device(s): 8900/ Storm Carrier: T-Mobile | | Location: Denver, CO Join Date: Jul 2009 Posts: 35 Likes Received: 0
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PM me your info and ill call. Since im a dealer i should be able to do better than that.
__________________
Administrative Manager
T-Mobile Limited
If you need help with anything T-Mobile
Send me a PM and ill help you the best that i can!! |
07-09-2009, 05:19 PM
| | | CrackBerry Abuser Device(s): Motorola Atrix 4 Carrier: AT&T/Cingular | | Location: San Antonio, TX Join Date: Dec 2008 Posts: 126 Likes Received: 1
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I switched from TMO to ATT about a year ago because when I tried to renew my contract with TMO and get a new phone, the retention dept. would only give me a $10.00 break on the phone I wanted.
Went with ATT, Family Plan w/700 minutes. Also transferred from Time Warner Cable to UVerse, and my internet service also. Ended up paying $49.95 for a LG Shine for my girlfriend, and $0.00 for my 8310 Curve. Also got a $200.00 Visa Card for signing up with UVerse, one no charge HD DVR and two HD cable boxes for life.
Love it, and in my area, no dropped calls or interrupted service with my UVerse. Haven't had any issues with service yet, and waiting to see what they will do to keep my business in January when it's time to renew.
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Thread Author
# 9
07-09-2009, 05:24 PM
| | | CrackBerry User Device(s): 8900 Carrier: T-Mobile | | Location: Milwaukee Join Date: Nov 2008 Posts: 40 Likes Received: 0
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Dan, tried to PM you, apparently my post count is too low lol. By three posts. ha. f my life.
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07-09-2009, 05:25 PM
| | | CrackBerry User Device(s): 8900/ Storm Carrier: T-Mobile | | Location: Denver, CO Join Date: Jul 2009 Posts: 35 Likes Received: 0
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Lol post 2 more times real quick
__________________
Administrative Manager
T-Mobile Limited
If you need help with anything T-Mobile
Send me a PM and ill help you the best that i can!! |
Thread Author
# 11
07-09-2009, 05:30 PM
| | | CrackBerry User Device(s): 8900 Carrier: T-Mobile | | Location: Milwaukee Join Date: Nov 2008 Posts: 40 Likes Received: 0
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So.. Dear Crackberry... I never thought it could happen to me, but there I was... making this post longer.
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Thread Author
# 12
07-09-2009, 05:32 PM
| | | CrackBerry User Device(s): 8900 Carrier: T-Mobile | | Location: Milwaukee Join Date: Nov 2008 Posts: 40 Likes Received: 0
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May I mama dog face in the banana patch please?
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07-10-2009, 02:58 PM
| | | CrackBerry Master Device(s): htc thunderbolt Carrier: vzw | | Location: sacramento, ca Join Date: Mar 2009 Posts: 1,360 Likes Received: 2
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I wanted the 8900 and they wanted to charge me the retail price since I wasn't eligible for an upgrade because my contract wasn't up. I called and asked about cancelling my contract. I then called att and asked about getting the bold. They gave me all the details. I would have to pay $200 to cancel with tmobile and pay $300 for the bold before a $100 mail in rebate. After its all said and done I would have had to pay at least $400 which was the price of the 8900 from tmobile. So I called tmobile and told them what I was going to do. They transferred me to retentions and gave me the 8900 on a new contract for $179. It took a few calls but I got what I wanted. Some people were even able to get it for $0. Be nice and firm like everyone said. Good luck.
Posted from my CrackBerry at wapforums.crackberry.com
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07-10-2009, 06:08 PM
| | | CrackBerry Abuser Device(s): Droid 2 Carrier: Verizon | | Join Date: Jun 2009 Posts: 330 Likes Received: 0
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I used to have the 8220 and was on my fift replacement and I called t mobile up and asked nicely if I could get a discount on an older model bb they transfered me to thr bb dept I talked to a nice guy and basically said that for a hundred dollars more I could cancel and go to verizon and not deal with this dilema he put me on hold and offered me the new 8900 for 140 and a extension on my contract which was perfect that's what I wanted
Posted from my CrackBerry at wapforums.crackberry.com
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07-10-2009, 11:54 PM
| | | CrackBerry Addict Device(s): 9700 | Playbook | HTC Wildfire Carrier: T-Mobile | | Location: Planet Playbook Join Date: May 2009 Posts: 768 Likes Received: 6
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Since the thread is about the Retentions Department, I was wondering something here. If you really say "I would like to CANCEL" to a CSR, wouldn't they just cancel your service before anything else? I've been meaning to do this since I won't qualify for a full upgrade until November 2010. I'm really thinking of getting another BB, like the Driftwood once it hits TMO later this year. The last thing I want to do is pay ETFs on five lines I have. LOL That would be a lot of money.
Bodhranai, just keep trying and you might get someone that would be willing to help you out. TMO has a great CS and that's what I love about them.
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