I will let the e-mails tell my tale. By the way, Customer Care does not take complaints – you are referred to the website to submit those, which I did, and which prompted these e-mails.
Hi, Lydia my name is Steve and I would like to thank you for contacting T-Mobile and for providing me the opportunity to answer your questions today. I see you sent our online Customer Care group an email regarding having coverage and was unhappy with the agent you spoke with. I know how frustrating it can be when you are unable to access your service. I am sorry, Lydia, for any inconvenience your recent reception issues may have caused.
Lydia I do apologize for any inconvenience your recent experience may have caused. We strive to provide each customer with World Class Service and it is unfortunate if your recent dealings with technical support fell below those expectations. We appreciate your comments and feedback
to help us improve our service and meet our goals for World Class Service. As we are a web based department it is not possible to call you or have someone call you, if you wish to speak to some one you would have to call Customer Care and I am sorry you were not aware of this
before. Did you know that we launched a new service called T-Mobile hotspots at home?
I only ask Lydia as T-Mobile hotspots at home works as a home phone in your home and as a mobile phone and help improve your coverage at home using your existing home Wi-Fi network. With this you can use a Hotspots phone along with a T-Mobile wireless router to get great coverage at home. By adding the T-Mobile hotspots at home add on you will receive unlimited nationwide calls over Wi-Fi from home or any US T-Mobile hotspots location. You can go to http://www.theonlyphoneyouneed.com/ for more information.
If you have any further questions Lydia reply to this e-mail referencingcase # 680207 and we will be pleased assist you. You can call Customer Care toll free at 1-800-937-8997 or 611 then SEND from your phone if possible and a representative will be happy to help you. I would like to thank you, Lydia for being a valued T-Mobile customer since August of 2005.
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Hello Steve:
Once again, I am not listened to. First of all – your technical service department people skills leave something to be desired. From the first minute of the 68 minute call, starting with an exceedingly long wait time and then from the first minute I was on the phone with your second level of technical support I was put on the defensive, like the issues I was having with my mobile phone were my fault and not yours.
I have been told repeatedly that my area receives good coverage. I have given my address when speaking to customer service reps in the past and they have repeatedly assured me that I get good coverage – yet every time I use my phone, outside of the building on the sidewalk at the address I am told I get “good coverage” my reception is spotty enough to the point where it’s near impossible for me to have conversations without breaking up.
Furthermore – in my car, while traveling Route 6 between Peoria and Chillicothe, Illinois (specifically near the Rome, Illinois area) I get next to no coverage. I was painfully made aware of this fact in the spring when one of my tires blew on the side of the road and I had to walk and wait fifteen minutes before the T-Mobile logo and the bars appeared on my phone. And yes, I turned off and turned on my phone several times.
And to top it all off – three weeks ago I made a trip to Omaha, NE via Interstate 80 (the most well traveled interstate in Iowa). Cedar Rapids, IA – Des Moines, IA and every stop I made between, it was impossible for me to call back home to check in with my dad and let him know where we were. Oddly enough, however, my mother, who is on U.S. Cellular, was able to make every phone call perfectly well. She was not once without service.
You have told me that you have bad coverage in Omaha, NE. The largest city in Nebraska. This is supposed to comfort me? I stood outside for 25 minutes in 90 degree weather because I had no cell phone reception in one of Omaha’s largest malls (where, oddly enough I was surrounded by cell phone vendors) waiting for a call to let me know when my ride would arrive. In the Henry Doorly Zoo, which in case you didn’t know, is outside, I was able to use my phone for a total of two minutes, and that reception came from outside of the gates because I wasn’t able to use it inside at all.
So when I gave this information to your tech support, outside of the building I am living in because my cell phone does not provide indoor reception in my “great coverage” area, they told me that unless I was able to give them “exact addresses or mile markers” for each place my reception was bad that they would not be able to help me. One even went so far to suggest that a journal to mark down addresses and mile markers would be a good idea. Yes, that’s exactly how I will want to spend my trips from now on, taking notes on where you have failed to deliver service. Oh, and how am I supposed to pull addresses off of the internet when the moment I step inside my call will drop?
I had to argue with your tech support in order to speak to a supervisor. I requested a supervisor 8 times before the man I was speaking to finally put me on hold to get one. Ryan, the supervisor, wasn’t any better. He suggested I use a $20 piece of junk you folks made me purchase so that my RAZR-phone-using-self could get the “My Favs” option.
And to top it all off – instead of allowing me to voice my complaint to an actual live person, I’ve been told the only way to voice a complaint is via email. So this is my complaint, no I’m not interested in purchasing more crap from you guys. I want you to fix what is wrong. I’ve been told your coverage is great in Atlanta, yet at the address I will be moving to, once again I will only get outdoor coverage. This is unacceptable to me and I want you to make it right.
(And the rest of my e-mail contained personal contact information).
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At this point, I’m ready to pay the $200 fine for discontinuing my service – but as this is my first account with a cell phone company now I am totally scared of starting an account with anyone else. The last two years have been me fighting with customer service reps over coverage and plan issues. I loved T-Mobile’s My Favs plan because I only call 5 people regularly and it was the cheapest plan I could find, but at this price it’s not worth it.
Thanks for listening to my voice my frustration.
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