T-Mobile GOTCHA

[santiagol]

So after many years with Cingular/ATT I got so used to National Roaming that when my local Costo dealer came up with a great BB deal I switched and did not notice the plan only has regional roaming. A couple of days outside my home region and I get hit with $400 for roaming ($.79/min!). My mistake. So I call T-Mobile August 17 and ask nicely if they would please reverse my charge, it was an accident, I will never sin again and they said OK as long as I changed to the National roaming plan for an additional $20/month. OK sounds about right.

Fast forward to today and I get a bill for $591.00 so I call again and they say please come into the store, the supervisor will do it but not us over the phone. I take an hour off from work and the store customer representative say no way - the $89 contract was activated after the usage, pay up - GOTCHA! And BTW, your phone has been deactivated and will remain that way.

I call them again and this time the phone rep flatly says the same thing - no way we are going to credit this if it was your mistake. We are right you are wrong. Pay up or no service. Even if it is the very first invoice. Too bad you made a mistake, we win you lose. We GOTCHA.

With this attitude, it would seem T-Mobile thinks they own the bat and the ball so I am headed back to ATT right away, I never had customer service reps treat customers this way there. Too bad, guess that was why the deal was so good.

[vdubguy2k]

Weird.....I was under the assumption there was no roaming while in the US. I have used my blackberry in some pretty weird spots while on different carriers towers and haven't been charged roaming at all.

[TequilaAddict]

I would be careful about switching my carrier in a third-party situation like you did. They just are interested in selling the phone, not representing TMo.

If I wanted to switch carriers, I'd do all my research online first before actually going to shop for a phone.

[SandAngel]

Originally Posted by vdubguy2k

Weird.....I was under the assumption there was no roaming while in the US. I have used my blackberry in some pretty weird spots while on different carriers towers and haven't been charged roaming at all.

They have REGIONAL plans at a lesser price

[Artemis68]

That is pretty bad. I'm sorry this had to happen to you. Esp since it sounds like Costo misinformed you about your plan and THEN you were told that they would credit you...

I would call up Retentions now. Don't go to a store, just call Retentions and see what they can do. tell them everything and be calm but stress how this has really upset you and you may move back to AT&T. I'm sure they can help.

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[xTemptati0n]

That's what happens when you go indirect. They have certain plays that T-Mobile doesn't have. If you walked into a corporate store, you would get plans that only have no roaming.

wow....thats not very good at all....lol

[darkmanx2g]

I didn't understand how did u get the second bill of $591 if you changed to national roaming? Tmobile always gave me great customer service and would waive and backdate my overages.

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[santiagol]

This is exactly what my expectations were based on my past experience with AT&T and other service organizations, which surely made my reaction to this "we win you lose, not negotiable" attitude much worse. I have been in business consulting over 30 years and have always made a point with my clients that there is no way you can "win" in this type of situation with a customer - if you win, you lose and your customers will vote with their feet. Which is why I am taking my 4 BBs back to AT&T.

Not all is lost, I now have a new chapter to add to my customer service examples when working with my consulting clients. So all this time and expense will be considered an investment. Still bugs me.

And that's why we read the fine print.

[TequilaAddict]

But it was YOUR mistake, right? If you break your contract, won't you also have to pay the ETF?

[ellegee]

They billed you per the contract you signed. Though an unpleasant lesson learned, I hardly think its an example of poor customer service.

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[santiagol]

These situations are golden opportunities for outstanding service companies to demonstrate how they are beter than their competitors. All wireless companies are selling pretty much the same (or similar) things at the same (or similar) prices, otherwise known as a commodity. The only way companies can differentiate themselves and build any kind of customer satisfaction or loyalty is by providing better service.

It is not about being right or wrong or reading the contract fine print - a robot (or an outsouced third world call center) can do that very cheaply. Customers will make mistakes, and when they do you have a wonderful opportunity to shine or, as in this case, you can alienate them and get the exact opposite result from your efforts.

BTW, in my third call the service rep did mention the fact that they could and would mess up my credit score if I did not pay. It is a shining example of poor customer service and a lost opportunity for TMobile, and on the very first invoice. There must be an app for that.

Originally Posted by santiagol

These situations are golden opportunities for outstanding service companies to demonstrate how they are beter than their competitors. All wireless companies are selling pretty much the same (or similar) things at the same (or similar) prices, otherwise known as a commodity. The only way companies can differentiate themselves and build any kind of customer satisfaction or loyalty is by providing better service.

Yes, they should provide good customer service. That does not mean they are required to give in every single time a customer calls up and says "whoops I F-ed up can you fix it?" - it was your mistake for not paying better attention, not theirs.

Originally Posted by santiagol

It is not about being right or wrong or reading the contract fine print - a robot (or an outsouced third world call center) can do that very cheaply. Customers will make mistakes, and when they do you have a wonderful opportunity to shine or, as in this case, you can alienate them and get the exact opposite result from your efforts.

Actually, it's YOUR job to ensure you read the fine print. Irregardless of "corporate robots." Again, customer service is irrelevant at this point, it was your mistake.

Originally Posted by santiagol

BTW, in my third call the service rep did mention the fact that they could and would mess up my credit score if I did not pay. It is a shining example of poor customer service and a lost opportunity for TMobile, and on the very first invoice. There must be an app for that.

omg, FINE PRINT! T-Mobile bills go on your credit report! Why do you think they run a background check? For their health? Yeah, but to make sure yours is good too!

[TequilaAddict]

Originally Posted by santiagol

BTW, in my third call the service rep did mention the fact that they could and would mess up my credit score if I did not pay. It is a shining example of poor customer service and a lost opportunity for TMobile, and on the very first invoice. There must be an app for that.

Don't all the major US wireless providers report unpaid accts to the credit agencies? This is a industry-wide standard practice! Why should you be the exception? How are they responsible to give in to your requests that they waive your bill when you agreed to the contract?