TMo's customer service not as good as they say

[dplane]

Won't be getting the 8900..in fact I am cancelling my service, TMo pisses me off. First they refuse a full discounted upgrade/contract extension (on 3 seperate calls), despite all the issues I have been having with my current device (noted on my account).
Then their flexpay reps hardly speak any English (as if I'm some kind of lesser customer..mind you I never missed a payment bc of it), I then called to cancel service 3 times and 3 times the phone conveniently disconnected when I told them my intent. The 4th,5th and 6th time I called the system wouldn't even transfer me after I entered my number..it came with something to the effect of "we can't answer your call right now".
So I thought I would go the backway and not enter my number and be connected through new activation instead..once again I go from somebody who speaks perfectly good english to somebody I can barely understand and sounds like she is chewing bubblegum or something. I say once again I want to cancel after giving my information..yet again I get conveniently hung up on right after the "okay let me know here" type of sentence.
So I call..AGAIN..this lady doesn't even ask why I want to cancel and puts a cancellation notice on my account and I get cut off again.

I stayed completely courteous and polite (maybe too nice) during each call but now I am boiling..whatever happened to this supposed great customer service they lured me in with?

sorry for the rant..this makes me sad..I was one of the few people in a land of Verizon and AT&T lovers to defend T-Mobile every time the topic came up..even convinced people to switch to them and this is how I get treated? ..

Once again..I apologize but this is my way of letting off some steam.

[Sirhil]

I can understand why you are upset and really i do not blame you for being pissed, but I would not let the service stop me form getting the 8900. You can alway unlock it and go some where else. But I know that you might want to spend any more money with tmo for the way they have treated you. Anyway I am really sorry that this happened to you but i do understand why you are mad.

[intoflatlines]

That sucks. If you want to cancel but they keep disconnecting you why not just port out the number? Automatic cancellation there.

AT&T customer service is just as terrible for cancellations by the way. I think all phone companies make it as hard as possible to cancel your service.

[garrettth10]

have you gone into a store? I know its more work on your part... but if the brush you off than you could start slashing tires until they do something.

[fisherclive]

I've heard that the flex-pay department is much worse than the post pay side. I've never had a problem with customer service, I bought the 8900 early but had to return it within my 14 days(nothing wrong with the phone or service, my pay got cut at work with no notice, so I couldn't afford the new bb) and did not have any problems, they were very nice and understanding.

[dplane]

Originally Posted by fisherclive

I've heard that the flex-pay department is much worse than the post pay side. I've never had a problem with customer service, I bought the 8900 early but had to return it within my 14 days(nothing wrong with the phone or service, my pay got cut at work with no notice, so I couldn't afford the new bb) and did not have any problems, they were very nice and understanding.

Yeah, I find it appalling that those of us on flexpay have to be treated like garbage apparently. Only the blackberry support last night was friendly, all the other reps were disastrous.

[Emignault]

I left AT&T for T-Mobile and the 8900, T-Mobile customer service has been 1000 times better than AT&T was.

[awalker819]

Ya know I always thought their CS was excellent. I've been a customer for 8 years and have had very few problems and when I did the CS was excellent. But man I'm starting to wonder....especially about their rebate team! OMG they jacked up my rebate something awful. Took 5 calls over 4 months to get it straightened out. And when I finally got it, it was $50 instead of $100! The only good thing was that when I called the final time the CS guy was awesome and they credited my bill with the extra $50 immediately, with no issue. SO I still can't say the suck but they sure are slipping!

[s4l]

Tmobile is ranked number 1 in customer service.

Source:Jdpower

[dplane]

Originally Posted by s4l

Tmobile is ranked number 1 in customer service.

Source:Jdpower

That's all fine and dandy but it doesn't take away the fact that their flexpay support sucks. If I had known I had to deal with that instead of the nice reps that got me to sign my contract I would have thought twice. I am not denying their regular customer care is good overall. Thanks to those who understand where I'm coming from, customer care should make no distinction between customers.
Just because they are number 1 in that JDPower ranking does not mean there are no improvements to be made. It is easy to be king when VZW and AT&T are screwing around, hopefully TMo won't start sliding because of it.

[TillyMarigold]

Originally Posted by s4l

Tmobile is ranked number 1 in customer service.

Source:Jdpower

Sure, I mean, when compared to Verizon who not only were as bad as the above but *also* when I went to the store told me that the only possible way to cancel my account was to fly back to the other side of the country where I'd opened it and close it in person at a store east of the Mississippi, then T-Mobile is miles ahead of that for sure ...

In all seriousness, it doesn't take a heck of a lot to be the best in cell phone provider customer service. I've been completely happy with T-Mo for the last three years, but being the best certainly doesn't mean that every single T-Mo customer will be 100% happy 100% of the time.

[halfpintsbb]

Originally Posted by garrettth10

have you gone into a store? I know its more work on your part... but if the brush you off than you could start slashing tires until they do something.

lol!!!!! this made me laugh so hard my roomie knocked on the door to make sure i was ok. i'm kind of in the same situation. been with tmobile for 8 years, and they are making it impossible for me to cancel (and i'm not on flexpay) , so i finally talked to verizon yesterday and they said they would just port my number out and that would be the easiest solution.

[zamey]

Originally Posted by s4l

Tmobile is ranked number 1 in customer service.

Source:Jdpower

LOL

I'd say talk to someone face to face. It's a pain, but if you're there staring someone down, it makes it harder for them to be jerks.
And, well, if they're jerks, at least then you are in the position to ask for the sales manager IN FRONT OF THEM and make 'em hurt.

Or you can just have me come down there for you and whip some ace. Always works - I always get me way. lmao

--

I hope it all works out for you. I'd be mad too, but being mad and not doing anything vs being mad and doing something about it ... gotta know what's going to win.

[gelgoog]

Originally Posted by s4l

Tmobile is ranked number 1 in customer service.

Source:Jdpower

JD power! what a joke!.

I emailed tmobile customer support about something twice. they did not respond to the first email, and the second one took three weeks for a responds. It was nothing really important, so i decided to us their email feature for support on their website instead of calling. wowser!