521 93rd Avenue
Saint Petersburg, FL 33702
To Whom It May Concern:
I have now been a customer with T-Mobile going on 3 years now. When I relocated to the Tampa Bay Area, I researched the carriers in the area to see who had the best coverage. I originally changed my cell phone carrier to join yours because of the service in the area and I received outstanding Customer Service. I then talked my family members and some very close friends into switching to T-Mobile because I was so impressed. I have been in the Customer Service field going on 15 years now; I know what to look for. I work for HSNi as a Recruiter. I am constantly looking to improve our service levels in order to meet the needs of the business as well as most importantly our Customer.
My cell phone is my only means of communication so I need it to be reliable. I have had no other issues with your service until July 4th weekend. I have (had) a family plan with an additional line and neither of our phones worked the entire holiday weekend. I could not even dial 611. We were getting responses such as call failed, call unavailable, system busy, dropped calls, and calling out to a number but never really connecting with it. Now I have been given bonus minutes on a few occasions because I sometimes have had to make many calls to have one call go through. In which, led to me go over minutes in July and August; and being that the representatives were able to pull my call log and see it for themselves. I do not believe that your customer service representatives are consistent in the service that they provide. I as a customer can call in and speak with someone and get one answer hang up and call back and receive another answer. I also do not feel that they note the accounts enough even when you ask them to because they leave out some of the most important details; and if those details are going to determine whether or not the customer is telling the truth or not then I believe it to be of importance. Unless, your representatives are saying what they think you want to hear but not following through which in turn only makes matters worse.
Now in August one of the phones on the account was lost and I suspended that line due to it. In the meantime, I was very upset because in early September I was unable to be reached on my cell phone from my daughters Preschool. She had surgery in June and this was in relation to it, I was quite upset and very frustrated calling in because I only learned about it hours later when I went to pick her up from school. Do you know what that would make a mother feel like to know that there child was ill and they needed you and you were not there for them? Let alone that her teachers at preschool, I am sure would question your reliability as a parent. On 9/17 I contacted a Rep by the name of Ryan who was very genuine, empathetic and really made that connection with me as the customer. He was trying everything in his power to assist me and keep me as a customer because I was so upset. I was ready to cancel my services all together. His main objective was to keep me as a customer and help resolve the issue in anyway. We discussed the additional line that I had and I stated that I do have a phone to hook up to it but was not currently using the line anymore. He stated that I would not be charged the $200.00 cancellation if I were to stay with T-Mobile. I just wanted the issue resolved. I was not or am not trying just to get something out of this situation. Like I stated before I have an extra phone to use but he was stating that if I was not using it what is the sense in paying the additional monthly charges.
On 10/16, I spoke with a Representative who was very sweet in assisting me. She listened very well and handled the call in a very professional manor. I was having trouble assessing new upgraded phones to purchase with additional features (Such as email and Outlook capabilities that I could use in conjunction with work). I was only able to find the phones if I were a new customer. She guided me step by step through the website to the area that I was in search of. As we were speaking, she was reading the notes and asked how my service has been since I have had all the issues prior. I stated it is better; it still does it but no where near as frequently as it was. She asked if it could be the Sim Card for the phone. In almost 4 months she was the only person whom asked about the Sim Card. Then she stated something about the additional line and asked why I did not change to an individual plan. She then guided me to that area on the website with me and went over it step by step with me. She was so kind to pro-rate the new plan to the beginning of the cycle. I was beginning to feel redeemed a little with your Customer Service in dealing with the last 2 representatives but then I went to your website to pay my bill early and was alarmed by the $200.00 cancellation fee that I was charged for. On 10/28, I called and spoke with a Rep and explained the situation and then she transferred me to a Quality Care Specialist. During the conversation with this person, Joe O. 0151963, I was beginning to ask myself what is his job title and job description because he was quite RUDE. In the very beginning he asked what the issue was (not a very positive introduction or way to state that to someone that is not very happy) and then I began to explain. He then stated that he had a wonderful deal for me today because I was a valued customer of 3 years; he would give me the option of paying $20.00 a month from now till February when my contract is up ($80.00-total) and we will then call it even and I would be free to find another carrier. So in the end result he was willing to eat $120.00 but not other $80.00. He stated that if it were documented correctly I would not be in this issue. I was appalled by that resolution. Even if I wanted to cancel service you should react in a positive way and try to change the experience around instead of just throwing a customer out the door. You have to remember when you treat a customer like that it is not just for that 1 customer. I and my family are very close and we like to speak to one another often especially being that we are not near each other for the most part. It is important to all of us to make smart decisions in which we do business with because it will affect us all.
We then carried on conversation and he began to explain that it would be in my best interest being that I was not receiving good service but that is not why I was calling this time (believe it or not). I was calling because of the fee. I had already made the decision to stay with T-Mobile and upgrade my telephone. He then began to tell me that a Tech Engineer person had serviced the towers in the area and found that the reception was awful in the Tampa Bay area for T-Mobile. For one you don't use that verbiage in stating that. I asked what was found that was wrong or changed within the last 4 months being that I did not have any issues prior to 4th of July. Once again still focusing on what I was NOT calling for. He then began to stumble over his words, his thoughts, and his excuses to back petal out of the conversation being that he began to DIG A WHOLE. He then stated that we were having the ORIGINAL issues due to the population in the area. Tampa Bay had become heavily populated in the past 4 months and that was causing the interruption in service. I then became even more irate (if you could believe it or not). My father (who is a customer) was with me in the car as I am having this conversation and began documenting himself because he was in disbelief. So I replied that because your company OVER SOLD accounts in the Tampa Bay area your current customers would be affected. How does that make sense? He then began to tell me that T-Mobile was on a tight budget and could not afford to make any improvements to the Tampa Bay area until late 2009. Is that proper? I think NOT and once again not discussing with me my current issue but past issues.
It was at this point that I asked what his job title and duties were; he replied stating that it was not my concern. Well as a customer it is my concern. I have never felt this from a company before where just to shut you up or get off the phone they make an offer to close your account and make you a deal. If your budget is so tight based on the economy as well would you not want to help assist a customer in retaining them in doing monthly business with you rather than just throwing in the towel?
Please forgive me because I am in the middle of a move and do not have all of my notes but I do have all of the agents names and ID's being that I did start to journal my issues with T-Mobile because it was so frequent that I was calling you. I have spoken with many persons to assist me in diagnosis, many Customer Service Reps, Tech Support, and in Quality Care (cancellations).
I am requesting that a supervisor contact me to discuss the situation at hand.
Saint Petersburg, Florida
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