T MOBILE RUDE, NOT SO BRIGHT EMPLOYEES...WITH THAT VERY HAPPY ATTITUDE..WHILE THEY RIP YOU OFF NATIONWIDE

This morning I had to call up T-Mobile about our bill. It seems that I got a text message this morning that it was ONE DAY overdue, and I wanted to tell them that my husband was told about it and would notify his bank to send out payment through the system he has set up. For the very first time in my life, after giving up practically my life story, I was also asked for the PASSWORD on the account just to talk to a real live person! Finally I got through to an obnoxious person by the name of "Brian" who told me that T-Mobile had ALWAYS required phone customers to say their password verbally to whomever asked for it, and that if I hadn't been asked for it before, then THOSE reps were WRONG! Fine, I said, let me speak to a supervisor.

[Maxim #1 for low level employees of any kind: if the customer asks for a supervisor, don't argue with them or ask them their issue, just pass the customer up to the line to your supervisor, who gets paid a lot more than you do to deal with unhappy customers.]

I then spent 5 minutes repeatedly asking to speak to a supervisor, and then, once he had accused me "screaming and yelling" at him, "Brian" abruptly hung up on me! Not one to be discouraged, I called back, this time from my home phone, and was finally put through to an even WORSE customer rep, a snotty young man by the name of "Pete", Employee ID#1725801, who absolutely demanded that I "calm down" and "speak respectfully" to him, or HE, TOO would terminate the call! I advised him not to do that, since I told him I would be filing this report. Obviously, he didn't believe me, because when I said, "Please, Your Majesty, may I humbly ask to speak to a supervisor?", he smirked and then finally complied.

You might think at this point that I was TOTALLY disgusted with T-Mobile, and would terminate the call myself, but no, I was going to give this Supervisor, by the name of Aaron, a chance. I was very glad that I did. Not only did he file a change on the account so that I would not have to verbally give my Internet password just to talk about my account, but he told me that he would certainly listen to the recordings of the calls, and apply proper discipline. I told him that I didn't want Brian or Pete to lose their jobs: I wanted them retrained instead, because if they were fired, they would only go on to another company, perpetuating their totally inappropriate behavior. Not only did he resolve my issue and satisfactorily answer my complaints issue, but he then reviewed my account with me, which I had had on my screen in front of me the whole time, and then went on to answer several other questions I had about the account, including how to set up my FAVES on my older model phone that didn't have icons. We both ended up laughing and I DID tell him to go to RipOffReport and see just how many other people had complained about T-Mobile's horrible customer service. He Googled this site, and told me he would definitely do just that. We ended the call in an amicable fashion, after he gone the extra mile for me.

The lesson in all this: NEVER, NEVER assume that the next person up the line will behave the same way as the idiot to whom you are speaking. Unfortunately, even with the US bleeding jobs like a stuck pig, there are an awful lot of people out there who arrive at work with a chip on their shoulders and take it out on the customer. Believe me, I know what I'm talking about, because obviously it's an epidemic all over the country. Recently, I worked for one of the major political candidates making calls all over the United States asking for people's votes. Even when treated rudely, I never once took it personally, and just went on to the next call if I was hung up on. You CAN solve your problem, and you might just help the supervisor correct the obnoxious one's behavior. Hey, it was just MY experience, but I'd give it a try.

I've had them all....Verizon has a very "blame the customer" orientation....Cell phone stop working? Take it to the store and their favorite response is: water damage. Sprint was horrible....bad call quality and dropped calls.

T-Mobile is the least evil of the big four cell carriers.

As far as those "canned people skills" - the CSRs are likely reading from a script or an outline covering the things they are supposed to say. And yes, they may sound "canned" because you're talking to someone who is not an actor or radio announcer. I know this because I used to write CSR/telemarketer scripts for AT&T and used to have to monitor calls for quality purposes.

Sorry to hear about your difficulties with T-Mobile. I'm also an unhappy T-Mobile customer and hope to be relieved of my grief this August when my contract expires. Coverage is terrible and customer services is totally useless. The CSRs are pleasant, but absolutely useless.

It's upsetting to hear that you've had bad customer service speaking with T-Mobile. We really strive to make every call a great experience and in most cases it's great. That's why we've won so many JD power associates award. This was the feedback that was giving to them from our customers. Please do understand that we greatly regret any bad experience. I hate to justify any negative experience but as a growing company we need to constantly train new representatives all the time. Less tenured reps may not be as good as the reprentatives that have been with the company for years. People are people though too. You have to understand that we are still real people over the phone and we may get angry and upset with they way we are treated as much as we don't want to. To speak to the coverage end, we have available online a coverage map that is very detailed so that all our customers can research our coverage online to avoid these types of issues. It's very important to do if you are wanting to start service with any company.

I'm curious as to what your actual issue is. As for the canned people skills? We are REQUIRED to do that on calls, or we end up in trouble. Trust me, we hate it as much as you guys do.