T-Mobile worst customer service!

[smokintexas]

So over a week ago I was volunteering at a church where someone spilled coffee on my phone. Probably an honest mistake, but this individual never came forward so I had no idea who did it. The phone was ruined so I called in to T-Mobile to get it replaced only to have them transfer me to their insurance company. They told me that there was a $130 deductible (even though I pay 10 bucks a month). At the time I didn't have the money so I had to postpone it a few days. I was finally able to scrounge up the money so I called in this past Saturday to have them send it out. The phone got here yesterday, but its broken! So I call back in to get them to replace it only to have them tell me that I have to ship this one to them (pay for shipping myself), they'll take a look at it, and then they'll decide if they are going to send me another one. So because they sent me a faulty device I have to go another week on a loaner phone! I realize in the grand scheme of things I am lucky to have this be the main thing that is frustrating to me right now, but it is really frustrating!

Okay, I feel better now, had to get that off my chest. I'm still holding out hope the meteorologists are right about tomorrow and that it will actually be 60+ so I can light one up and let off some steam.

 

[Emmo]

That's not customer service, it's rape.

 

[merkinmullet]

That sucks, man. I had a similar service experience with Verizon's insurance a few years back causing me to go to T-mobile. So far, so good. Sometimes it all depends on who you get on the other end of the line when you call. I also don't carry the insurance because the deductible plus a few months worth of fees is about the price of a new phone (my phone anyway), and the replacement phone I got was a refurb that broke the next week. Hope you have better luck from here on out.

 

[in2xshp]

This is the exact reason why I dropped them 3 years ago, there is no customer service with that company, none at all not even with their calling plans. They just suck, almost as much as poopal.

 

[Q_The_Cop]

If you think their customer service is bad, you should try Sprints CS. A nightmare! You'll never get any one from the US, and they never tell you the same thing twice (even in the same phone call) Yuck!

 

[Rob_k]

I have had nothing but good luck with Tmobile. then again, when I have an issue, there is a Tmobile store here in town, and I let them earn the commissions they made from me by making them do the work. Visit a store, and get in front of someone, they may be able to help you.
Rob

 

[Bxcigrfan]

my ex had tmobile and the insurance, she called once and they replaced the phone no deductible but the phone they sent was messed up, she had to send it back, get another one. month later this phone was bad, she called the ins people and they sent her out another but this time the phone looked like a refurbished unit. She finally got fed up and upgraded to a better phone but this time they would not let her get the insurance because the insurance company for tmobile said she used it too much.

 

[bfisher88]

I've had nothing but great service with Tmobile. I'm actually switching next week though to Verizon because my contract is up. Verizon has better service and the phone I want, so they have my business now. I only hope their customer service is as good as Tmobile has been.

 

[uptown_isy]

I have had nothing but good luck with Tmobile. then again, when I have an issue, there is a Tmobile store here in town, and I let them earn the commissions they made from me by making them do the work. Visit a store, and get in front of someone, they may be able to help you.
Rob

This is also what I have done. I have yet to encounter a problem with them at the store.

 

[Yojimbo]

Not to remove ALL responsibility from TMobile, because they do choose their insurance vendor...but most wireless carriers insurance is operated by an outside company, not the carrier themselves. So your real beef should be with the insurance company. Not sure who your carrier uses, but the one I work for uses The Signal.

Not negating your vent, you deserve to be angry. That's an annoying place to be, I've been there.

 

[smokintexas]

Not to remove ALL responsibility from TMobile, because they do choose their insurance vendor...but most wireless carriers insurance is operated by an outside company, not the carrier themselves. So your real beef should be with the insurance company. Not sure who your carrier uses, but the one I work for uses The Signal.

Not negating your vent, you deserve to be angry. That's an annoying place to be, I've been there.

You know, I was thinking about that too. I was at the point that I was thinking "well, this is a completely different company from t-mobile itself, so I shouldn't be upset with t-mobile." But then I thought about the fact that T-Mobile chose to use this specific insurance company (Asurion). So I've decided that since T-Mobile chose this company then any fault that the insurance company has I feel like its okay to in turn blame T-mobile as well! Your post makes perfect sense, but I have to point the finger at someone right! Its all good, I sent the phone out this morning, and should get a new one back by next monday. The weather is wonderful here in Texas and I am enjoying a Montecristo and a bottle of Kirin while listening to some of my favorite music. Not much could bother me right now!

 

[Petthefish]

So over a week ago I was volunteering at a church where someone spilled coffee on my phone. Probably an honest mistake, but this individual never came forward so I had no idea who did it. The phone was ruined so I called in to T-Mobile to get it replaced only to have them transfer me to their insurance company. They told me that there was a $130 deductible (even though I pay 10 bucks a month). At the time I didn't have the money so I had to postpone it a few days. I was finally able to scrounge up the money so I called in this past Saturday to have them send it out. The phone got here yesterday, but its broken! So I call back in to get them to replace it only to have them tell me that I have to ship this one to them (pay for shipping myself), they'll take a look at it, and then they'll decide if they are going to send me another one. So because they sent me a faulty device I have to go another week on a loaner phone! I realize in the grand scheme of things I am lucky to have this be the main thing that is frustrating to me right now, but it is really frustrating!

Okay, I feel better now, had to get that off my chest. I'm still holding out hope the meteorologists are right about tomorrow and that it will actually be 60+ so I can light one up and let off some steam.

T-Mobile and ATTWireless are the worst Cell companies out there I should know I am a contractor for both of them rp

 

[Niko]

Funny thing is, Tmobile has the best CS on the market... I have dealt with all of them. I saw this thread and said wow, they have never had any of the other carriers before.

 

[Marco-Polo]

Well, insurance products for consumer goods tend to be very overpriced - rape by any other name. You're way better off simply replacing it with a used handset. If you've read a recent Consumer Reports, it's doubly interesting that they make money off the handset subsidy, too - the premium charged "on top" of a plan over 24 months exceeds the subsidy, and they don't reduce the plan once the contract period is over.

Another interesting cell-phone industry factoid - the cost of acquiring one customer (advertising, storefronts, sales costs, etc) takes up more than 12 months profit. They really need to keep you for 14-18 months before they start making any money. In most industries that would be suicide ... in telecom it's business as usual.

 

[Goldie]

Unfortunately that is T-Mobile for you. I worked for Verizon for several years, and they would have either replaced your phone at the store, or you would have had to send it back, but they would have at least paid the shipping. Do yourself a favor and cut loose from T-BLOWbile

 

[smokintexas]

Funny thing is, Tmobile has the best CS on the market... I have dealt with all of them. I saw this thread and said wow, they have never had any of the other carriers before.

Before this experience I would've agreed with you 100%! The only other company I've had was Verizon and with the extra money I was paying I really didn't see the reward. They said I'd have less dropped calls, but when I was with T-Mobile I never really had many dropped calls. The unfortunate truth of any service industry is they can do 100 things right and maybe, just maybe 10 people will hear about it, but they do 1 thing wrong and 100 people hear about it. Its like if you go to a restaurant and get great service how many people do you tell? Maybe a handful. But if you get horrible service then that handful of people turns into a much larger group of people. Overall my experience with T-Mobile has been pretty good and I will continue to use them, I'll just try to avoid talking to that damn insurance company at all costs!