T-Mobile customer service

+T-Mobile have tumbled in customer service and satisfaction ratings and from my own personal experience it is easy to see why. (See post passim for some older material.)

Here is a simple example: go to the website and try to get an individual value plan. Note how it makes you get a SIM card. Tmobile will snail mail the SIM card to you - in my case mailed by them in Texas on a Monday and being received Friday afternoon in California.

Imagine you are tmobile. When would you start charging for service?

1: The day you put the card in the mail 2: The day the customer receives it in the mail 3: When the SIM card is first used on the network

Tmobile's answer is of course (1) even though there is no possible way the customer could have gotten service. Their excuse is that you could have called to use an alternate SIM card, but if that was an option why does the website force you to get a SIM card?

I just finished a call with customer service that took 119 minutes. It took the first 100 minutes or so for the agent to work out what on earth was going on with my bill. It doesn't help that what Tmobile shows customers on their websites is completely different than what it shows agents. She eventually had to hand me over to someone else who could do anything about the errors.

And in the end I did get shafted, but Tmobile has completely drained me. Even the agents were admitting it didn't make sense but kept saying there is nothing they can do.

It is a really strange way to run a business, making customers very aware that everything is rationed (minutes, texts, data) thereby encouraging them to go elsewhere, and then being unable to present meaningful bills, mixed in with hostile policies and unempowered agents for when you do screw up.


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