The Halting Point

Thursday, January 04, 2007

T-Mobile Lies to Customers Part 4


Shane also shared some interesting info on T-Mobiles customer service workings...I've learned the following:
  • There is a difference between Account Specialists and Advanced Care Specialists. The Advanced Care Specialists are the ones who can actually DO something for you.

  • There most certainly IS someone above the rank of supervisor to speak to and under no circumstances should Tom have told me otherwise.

  • In certain circumstances T-Mobile can indeed guarantee a pricepoint will be good and valid at a later date. The company policy is 72 hours but there can be exceptions like in my case.

  • T-Mobile does not use scripts, so when Tom sounded like he was reading a script, it was just him getting tired of the conversation and sounding like a robot.

So all in all I feel much better about T-Mobile than I did a few days ago although I'm still going to shop around and see if anybody has any better rates since my current contract with them is expired. If I don't find anybody, then I will probably end up getting another 2 year contract and a brand new V3T for $29.99. Not a bad deal at all. Shane also assured me that my piss poor experience with Tom would be looked into and dealt with.

So remember, don't stop pushing until you are a satisfied customer. Despite what some companies may try to tell you these days, the customer is always right or else the customer will no longer be your customer. Vote with your wallets, and it doesn't hurt to mention that the incident will likely be seen by the entire internet if it gets posted on Consumerist.com

3 Comments:

  • I don't even know where to begin telling you about my horrific experience with them. It is quite the story. A matter of life and death...dadada!!!! And yet they never did anything to compensate me. :-(

    Send Ryan my way.

    By Blogger Jessie, at 1/05/2007 4:31 PM  

  • Dealing with customer service agents over the phone can be a real headache. I've had numerous negative experiences with CS centers but recently I have come across a new and free service intended to empower consumers by offering a set of feature intended to make companies accountable for their poor customer service.

    The service is called 321-CALL-LOG and it allows users to automatically record, authenticate, and notarize telephone and email conversations they have with customer service representatives. In order to be legally compliant the service announces to the agent every 3 minutes that the call is being recorded. When a call has been completed users are able to retrieve and email their calls to customer services reps through the website. In this way 321-CALL-LOG gives consumers a systematic way to make customer service reps accountable for what they say or promised to consumers.

    Checkout the site at:
    www.321calllog.com

    Currently the service is on invitation only bases but you can register by using the following temporary invitation code:

    321comeonin

    By Blogger panito, at 1/08/2007 12:07 AM  

  • I had fine experiences with T-mobile until their network failed in my service area. After that it went straight to hell.

    They denied that the network had failed, then later admitted it.

    They claimed that the "fix" had brought the network back to where it had been in terms of coverage and signal strength, then later admitted it had not.

    In different calls they have told me:

    . The problem is definitely my handset and not the network.
    . The problem is definitely not my handset and definitely is the network.
    . The coverage in my area is:
    . . Good indoors and out
    . . Good outdoors and marginal indoors
    . . Marginal indoors and out
    . . Marginal outdoors and poor indoors.
    . Technical service will text-message me after checking the network
    . No one ever said that technical service would text-message me at any time
    . My account has been notated showing that T-mo will waive their early contract termination fee
    . No such note was ever made and the rep in question had no authorization to offer such a thing
    . The rep in question did have authorization but made no such offer
    . The offer was made but not guaranteed
    . The way to "fix" the problem is for me to buy a new Nokia 6030 for $30, "the VIP-only price" (the 6030 that day was selling on T-mo's website to any "VIP" who could type "www.t-mobile.com" for $30 -- and extend my contract "the minimum" two years.
    . Same phone, $10 less, one year contract extension.
    . Buy a new SIM for $20, but no contract extension; no waiver or credit is possible for the $20
    . Buy a new SIM for $20 and immediately be credited the $20 on my T-mobile bill.

    The thing that bothers me most about the run-around and lying is that, some months before the network outage that began this charade, I had recommended T-mobile to friends and to my sister, who went ahead and signed up with them.

    I sure wish I could take that back. These people seem to want to work you for every dollar they can squeeze out of your wallet.

    By Anonymous Anonymous, at 1/31/2007 7:55 PM  

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