I have been a t-mobile customer for 18 months and was treated horribly in the aftermath of the sidekick data outage. I have called multiple times to customer service and outright lied to. After finally filing a BBB report, I was told by t-mobile executive office, that since I can not prove what was said, that nothing will be done. I asked for copies of the phone calls since they are recorded and was told that was not possible. It was implied that again the customer is lying. Customer service reps can say what they want and t-mobile corporate says tough. I gave them the service reps name, badge id, as well as the time of the call. But t-mobile does not care.
It wasn't even a huge credit I was promised. It was half the price of the phone that is no longer working due to t-mobile's error, and less than the price of the new phone i bought to replace it. I was offered ONE month of free service. One month. That is all. T-mobile said that is too much and is instead is offering me a 20 dollar credit. Twenty dollars for having no phone features for a month, a phone that will no longer retain data due to their customer service reps telling me to do a hard reset that ruined my phone, twenty dollars for being routed to closed departments, hung up on, and told I would be called back and never was. Twenty bucks. Big deal. Even the free month of service is really nothing, basically it's just giving me the phone i had to buy for free since it was not my fault that the phone didn't work. But t-mobile refuses to honor their customer service reps word. Nothing they say will be honored unless the consumer can prove it.
I have been told that they needed to be sure that the phone was really misdelivered, code for: we need to be sure you don't steal phones. Never mind I spent 14 hours in two days just trying to get a phone that works, pretty insane if I actually got it don't ya think???
I have been told that I have received too many credits already. Code for: I don't care how much time or effort you have had to spend because of our error. Your time is only worth 20 bucks a month. What you spent 40 hours in a month working with us... tough luck.
I have been told to be patient. Code for: Don't expect it to work anytime soon, we have a global outage. However our payment processing center works 24/7.
I have been asked do I want to remain a customer. Code for: You can leave anytime you like, for the bargain price of 400 dollars.
Right now they will waive the early termination fee. Code for: we are so shortsighted that we can't see giving you a 125 dollar credit we promised you is LESS than the 400 early termination fees. Nevermind the monthly bill of 125 I would be paying if you just made me a happy customer.
I will review the taped conversations and call you back if what you said is supported buy the tapes. Code for: You will never ever hear from me again and I won't even take the time to even look for taped calls.
T-mobile customer service clearly gets it's strategy from corporate, and I wouldn't treat any customer like that. It isn't customer service, it's costumer inconvenience.