T-Mobile

T-Mobile Horrible coverage, bad client reps that lie & don't help! Internet

17th of Sep, 2011 by User535165

**GOING TO COPY THE ACTUAL LETTER I SENT TO T-MOBILE ABOUT MY ISSUES** I have spoke with more agents than I can count about my service not working within or around my home. I don't live in an area that is rural or out of the way. The calls when they come into my cell phones either go straight to voice mail or when the phone does ring they the calls just sit there and then it says missed phone call. When I am talking to people in or around my home (back or front yard) The calls will drop. Your customer service has far been the worst I have ever had to deal with. They are rude, condescending, ignorant, and just flat out unwilling to help. I have been lied to by agents, put on mute while they converse with co-workers, ignored and hung up on. When I first called about the issues with my service it was well over 2 years ago. I was assured that T-Mobile was doing everything to get the 3G networks in more areas and that would help. Their solution for my issues with my bad service was to get the T-Mobile at home service that just rolled out. I agreed that $10 a month to be able to use a phone would be great and set up service. Well, the 2 years plus have no passed and I still have worse service than I did before. I have the HTC G2 Android phone and am the only one on my account with a data package. The other phone is the house phone, I have 2 flip phones for my parents and my son has the Neuron. None of these phones get very good service in or around our house. As for my data I can't use it at all inside and barely outside of my house, which means no emails, no internet, basically anything that takes data to get. As for picture texts those don't even come through and I can't send them either unless I am away from my home then I can send and view them when I'm around or in areas that have 3G or 4G service. So I pay for a data package I'm unable to use in my own home. I have made countless tickets about my service and each time the techs have come back saying there is no issues at my house. Yet they really aren't at my house to verify they are just in my "area". I have offered many times to have a tech come to my home, in my yard or whatever else it takes to prove that I have little to no service. This request has always been turned down cold. The techs even went so far as to put notes in my account that simply to get better service I need to purchase new phones. Now, I'm sorry but I don't fully understand at all what new phones will do. Especially since I have a 4G capable phone and I still don't get service. So buying 3 new phones isn't a very viable option to me getting service as it isn't the phones but the lack of service. Because of that notation each time I have called the ONLY options that are available to me now are that I buy new phones. I've asked many of your agents to explain to me what good buying new phones will do and they simply can't answer the question and refer back to that is what is in the notes. What made it finally snap for me was it taking over 18 minutes to send a simple none picture text one morning. 18 minutes seemed a bit much and I couldn't take the crappy service any longer. I even have a friend who has T-Mobile and he asks me every time he comes over while all of a sudden his service goes out. I told him I wished I knew the same thing. I have been keeping notes of the reps that I have talked to and I have to put notice in about a few agents both good and bad. On Sept 14th I spoke with an agent by the name of Shawn P that I asked multiple times if he was in the retention center. I was told by him all those times that yes he was. After talking to him for a few moments I could clearly see that he wasn't in fact in that department. Shawn P was very rude, keep putting me on mute to chat with co-workers. At one point I asked Shawn P what day I originally started my contract with T-Mobile I was met with dead silence. I said HELLO and Shawn quickly came on the line talking about things I didn't even ask him about. I said Shawn did you hear the question I asked you? He finally admitted that no he didn't. I asked him for his supervisor and that I wanted a supervisor in the retention center as well. Next on the line was Melissa G she claimed to be a supervisor and I asked her if she was in the retention center as well, she said yes. I spoke with her and was met with the same mute button and deflection of questions and answers. There also was lots of laughing and noise in the background that I questioned. Melissa's answer was that a bunch of co-workers had just finished their shift and were socializing with other agents that were still working. I told her that was unprofessional and should have been taken off the floor. My thoughts are if your a supervisor you should have known that. After talking with Melissa and her giving me the same buy new phones spill I became very frustrated with her and her lack of concern for what I had to say I hung up on her. I called back moments later and the agent that came on the phone I quickly asked to be transferred to the retention center. The person I next spoke with was Valerie. Valerie assured me that she in fact was in the retention center and offered to assist me. Valerie was very helpful and allowed me to vent my frustrations and concerns as well as looked up and found that neither Shawn P nor Melissa G worked in the retention center. Valerie further gave me all the info needed to place this dispute and turned down all 5 lines to emergency only phones with only 20 minutes each and no text or data. Well, I had to call in again 2 days later on Sept 16 I called back to say that the text messages were still coming through on my phone. I had an agent Travis say that he could see that it should have been and fixed it as well as placed a credit on file. Then I had to call back in on the 17th of Sept cause once again text messages were still coming through. I spoke with Adam. Adam really needs more training in customer service and dealing with people. He would hum, sing and laugh through most of the conversation. I don't know if he thought it was cute or made him seem more likable I found it to be very unprofessional. I tried to explain to Adam that the text were still coming in and should have been turned off. His answer to my problem was since the phones were technically off anyways that I should just turn off the phones that way the text won't come in. I said Adam but when I turn back on the phone they will still be there and I will still be charged for them. He agreed with me about them coming back and me being charged. I told him flat out that was the stupidest idea I've ever heard! How did he feel that was a viable option for this is way beyond me. I was frustrated at that point and asked for a supervisor once again in the retention center. The next on the phone was Megan. Megan was helpful and blocked the texts again. I called again on the 18th and spoke with Becky since I noticed my bill had jumped $13 since previous months she informed me it was due to state and local taxes I tried to ask her why T-Mobile didn't feel the need to inform its customers that they may see an increase in the coming months due to this change. She decided best to argue with me that it wasn't T-Mobile that changed the taxes and to call my local Government. My complaint I told her isn't that they went up it was that there was no notification.

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