T-Mobile Customer Service did a fantastic job!

J

If you are having trouble, call 1-800-T-MOBILE (1-800-866-2453). If the Representative is unable to help, escalate to the supervisor. Remain calm, don't blame, and clearly explain your side BRIEFLY. Tell them what you expect of them to make it right. Stay calm, don't get mad and keep trying to work it out. If that fails, write a letter to the CEO directly and explain. The problem WILL be resolved and T-Mobile will bend over backwards to make it right!

Here's an example you can use as a template. Remember to send a thank-you note to the CEO. They will keep working hard to keep our business if we do these things!

----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

Mr. John Legere, CEO

T-Mobile Corporation

12920 SE 38th Street
Bellevue, WA 98006

Mr. Legere,

           I wanted to provide written thanks to you & your employees that recently helped me with several problems. As customers, we are quick to complain but not always as quick compliment. I am trying to change that.

Specifics:

1. Sending in payment for payoffs on the phones and T-Mobile applying it to services instead, then seeing phone monthly charges afterwards;

2. The 1st specialist unable to fix #1, and order a new phone because we missed Tech Support business hours while talking;

3. Explaining the issues to the next specialist that talked constantly instead of working.

Your supervisor took the complaints in stride and offered a nice gift to compensate me for my time. It confirmed that T-Mobile is sincere about fixing issues and I appreciate it very much.

Please thank Brendan, Supervisor with ID number 23139 for erasing the issues completely and confirming I am with the right carrier. I am posting this note on Facebook, Yelp and the T-Mobile forums to spread the word.

Thanks once again and keep up the great work!

  

Jeff Texter

Loyal Customer

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If you have questions shoot me a quick note and I am happy to offer suggestions if you'll hear them!

.jefftexter

18 replies

htghtg
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@jefftexter,

That is some great advice, and the template you provided is very well written. I'd like to add that T-Force is a great resource for customers having problems. They can be reached on Twitter and Facebook. Plus it's easier to multitask with when you send a DM and doesn't take up a lot of time!

HTGHTG

Resources:

M

Hi There,

Just wanted to compliment your staff at the Santee T-Mobile Office, especially John, Brittney and Jason. John helped me pick the correct phone, STylo6. I felt John was sincere in his help finding something I could afford and a great phone. 

I was having problems with it connecting to my car, that’s where Brittney comes in and Jason. 

They were all confident, kind and helpful. I’m 68 years old and have talked to many customer service individuals over the years and it’s so refreshing to get sincere and positive individuals who want to solve problems. 

Thank You,

Connie Wood

619-846-4311

C

Where do I begin, I’ve been dealing with this issue since April. Finally spoke with a knowledgeable person by the name of SheRell. When I tell you this young lady knew her stuff. Very patient and willing to help she went over and beyond to get my situation fixed correctly. Wondering why the first 2 times I had this problem it was just swept under the rug.But it’s fixed now and I’m very pleased. Tmobile needs more knowledgeable people like her. I even suggested that she apply for a training position to help others. Thanks SheRell for all your help..

J

Thanks so much for posting this. There are avenues to complain - but what about giving credit to outstanding employee. Such was a young retail manager of the the T-Mobile at 8204 Tryon Woods Dr Ste 119, Cary, NC 27518. Her name was Astrid - she was professional and patient and fixed my problem right on the spot (unlike the rap star who I had encountered for the second - who frankly I had no idea what he was hired for). This young woman deserves to be recognized and promoted or rewarded in some manner. So few employees give a damn about customers. This woman was pro. And that Mr. CEO is what a customer sees when they do business with you. Don’t forget that.

 

 

D

I was upgrading my phone plan.i didn't have a pin for the account so this representative help me so much.His name is Rollen he helped me upgrade and helped me with wonderful customer service.He is amazing and I believe he should get some  recognition for his amazing work.15/10 customer service.out of all the people I talked to he took his time and helped me and got what I needed done with no hesitation.thank you so much have a wonderful day.

N

So I haven’t had the time to sit down and write this review and I finally do after two months. I went to the location in Garden in State Plaza in Paramus New Jersey and the gentleman who helped me named Lenny T. Was so amazing he had so much patience and really spent hours helping me. He was so kind under my stressful circumstances he truly was amazing and I’ll never forget the time he spent helping me. He definitely needs a promotion or a raise so he can influence his own team by developing them into mini Lennys !! I never write reviews but he definitely needs some recognition! Thank you Lenny !

H

So Sunday 10/03 I received excellent customer service from the North Columbus GA TMobile store. I never write reviews but I have to say something nice about Martin. He has helped me several times including when I first opened an account. He never seemed annoyed with my or my mother's indecisiveness every time he's assisted us. Never once rushed us. Yesterday when attempted to help me and my son with an iPhone issue he didn't once make me feel like we were worrying him 10 min before closing. I appreciate that and wanted to thank him publicly and tell him to keep up the good work. I'm so used to rudeness it's a breath of fresh air getting someone that is so willing to help.

M

A customer service woman under the name of Alex assisted my boyfriend and I on the phone when we called on June 24th. She was amazing and one of the best customer service representatives I’ve talked to. Very professional, patient, and wanting to solve the issue at hand. Talked to previous representatives prior and she was by far the best. Kudos to her.

B
Userlevel 1

T-MOBILE CUSTOMER SERVICE IS HORRIBLE. IN STORE THEY ARE GREAT. CALLING OR CHATTING WITH THEM? NOPE. NOT IN THE US. CAN BARELY UNDERSTAND THEIR ENGLISH, THEY FOR SOME REASON HAVE HIGHER PRICES AND DOWN PAYMENTS THEN GOING INTO THE ACTUAL STORE WHICH BLOW MY MIND. I HAVE BARELY ANY SERVICE ANYWHERE I GO. NEVER HAD THAT PROBLEM WITH VERIZON. I HAD SERVICE EVERYWHERE. IM SWITCHING BACK MOSTLY BECAUSE THEY OFFER EXISTING CUSTOMERS NOTHING!! THAT IS NOT CUSTOMER APPRECIATION. SORRY. 

0

I can say I'm not a big fan of T-Mobile's automated functions. As far as payments being made on a past due balance. I understand my bill is late but as you can see I've been paying what I can every day and slowly paying it down. So why shut my phone off. Times are hard, but I need my phone so you better believe that that bill will get paid. . Prioritized but thankfully they have associates like Paul who I just spoke with at almost midnight. He when I was away to get my phone service back on, give me a grace period and help me with a number of other issues to lower my bill down and all for less than what was required to restore my service. I needed that help otherwise there was no other option, they worked with what I had and by the end of the phone call I was feeling much better than I had stressing about my phone bill the whole week prior. I do appreciate his patience and I don't write reviews very much, but even though he's probably just in his mind another employee, he made me appreciate T-Mobile and the training that they give enough. At least two say that on here where no one might ever give him the gratitude. But it meant a lot to me

A

I was a loyal customer of T-Mobile until they began engaging in fraudulent practices with my invoices. I had a total of three active subscriptions with T-Mobile. However, in February 2023, I terminated the service and switched to another service provider. T-Mobile confirmed that all of my lines were terminated and that I have no outstanding debts to them while meeting the 2-year service agreement.

In March, upon receiving the statement, I discovered that a credit had been applied to one of my accounts, which was utilized to cover the cost of a complimentary iPad provided by them. I contacted the customer and instructed them to terminate any existing line I have with their company and reimburse me the amount of credit owed. The customer support representative informed me that they are unable to provide any refund. Instead, they advised me to utilize the remaining free credit, after which my line will be automatically terminated.

Subsequently, in October 2023, I received an additional statement indicating that I am now responsible for the payment of the free line provided by T-Mobile. Upon contacting customer support once more, they informed me that the problem was on their end and reassured me that I should not make any payments. In addition, they advised me to wait until my next payment cycle in order to observe a balance of zero in my account. In late November 2023, I received another statement indicating an increased amount, and no services were terminated. I have contacted customer care for the third time, and once again, the representative has reassured me that I am not required to make any payments. They have advised me to wait for the next two billing cycles for my account balance to be reduced to zero.

In January 2024, I received a last notification from the collection office to settle the outstanding bill. I contacted customer service and conversed with an individual who provided subpar assistance and proved unhelpful to me. When I inquired about her complete name, she informed me that she is prohibited from disclosing her full name to customers. I requested that she provide me with all pertinent account information on the account for which I am indebted, but she refused, stating that it is not within their capabilities to do so. I inquired about the possibility of conversing with her supervisor or manager, to which she informed me that all of them are currently engaged in a meeting. I requested her to facilitate their contact, however, I have not received any communication from them up to the present day.

I am really dissatisfied and despondent with the service provided by T-Mobile. I am seeking a reference for a lawyer who can assist me in initiating a legal action pertaining to fraudulent activities that have caused significant mental distress to my family.

E 
I CAME FROM THE VERIZON COMPANY BECAUSE I LOOKED AT GOOD OFFERS THAT WERE VERY WELL ON TV, TWO MONTHS HAD ALREADY PASSED THAT THEY SAID THEY WERE GOING TO GIVE ME THE MONEY OF WHAT VERIZON CHARGED ME FOR LEAVING VERIZON, I ASKED TO SPEAK TO THE MANAGER OF THE STORE AND I SPEAK TO HIM AND THE ONLY THING HE MADE CLEAR TO ME WAS MY FAULT AND THE TRUTH WAS NO HELP BECAUSE I DIDN'T KEEP TRYING. I ASKED ABOUT THE MONEY 5 TIMES BY PHONE AND TWICE I WENT IN PERSON, THE TRUTH AS A CUSTOMER I SHOULD NOT BE CHECKING FOR MONEY THAT THEY WOULD HAVE TO RETURN TO ME AND DO THEIR JOB WELL, WHEN I HAD THE ACCOUNT I BUY 2 SCREENS FOR MY CELL PHONES AND I SAID I HAD INSURANCE AND AFTER INSISTING WITH THE SCREENS, I FOUND OUT THAT ONLY ONE CELL PHONE I HAVE INSURANCE. I TALKED TO THE MANAGER WHO WAS A PERSON WHO DID NOT WANT TO HELP WITH ANYTHING THAT EVERYTHING IS MY FAULT THE TRUTH IF YOU WANT TO GET A T-MOBILE ACCOUNT DO NOT GO THERE THEY DO NOT INFORM YOU ABOUT THINGS UNFORTUNATELY AS THE MANAGER OF THE STORE ANTHONY FRANCOLINO YOU ARE VERY BAD, AS A MANAGER HE DOESN'T KNOW HOW TO PUT HIMSELF IN CUSTOMERS' SHOES AND ONLY GOES FOR THEM, UN HAPPY DO NOT GO TO THIS STORE...
 

 

 

A 
I CAME FROM THE VERIZON COMPANY BECAUSE I LOOKED AT GOOD OFFERS THAT WERE VERY WELL ON TV, TWO MONTHS HAD ALREADY PASSED THAT THEY SAID THEY WERE GOING TO GIVE ME THE MONEY OF WHAT VERIZON CHARGED ME FOR LEAVING VERIZON, I ASKED TO SPEAK TO THE MANAGER OF THE STORE AND I SPEAK TO HIM AND THE ONLY THING HE MADE CLEAR TO ME WAS MY FAULT AND THE TRUTH WAS NO HELP BECAUSE I DIDN'T KEEP TRYING. I ASKED ABOUT THE MONEY 5 TIMES BY PHONE AND TWICE I WENT IN PERSON, THE TRUTH AS A CUSTOMER I SHOULD NOT BE CHECKING FOR MONEY THAT THEY WOULD HAVE TO RETURN TO ME AND DO THEIR JOB WELL, WHEN I HAD THE ACCOUNT I BUY 2 SCREENS FOR MY CELL PHONES AND I SAID I HAD INSURANCE AND AFTER INSISTING WITH THE SCREENS, I FOUND OUT THAT ONLY ONE CELL PHONE I HAVE INSURANCE. I TALKED TO THE MANAGER WHO WAS A PERSON WHO DID NOT WANT TO HELP WITH ANYTHING THAT EVERYTHING IS MY FAULT THE TRUTH IF YOU WANT TO GET A T-MOBILE ACCOUNT DO NOT GO THERE THEY DO NOT INFORM YOU ABOUT THINGS UNFORTUNATELY AS THE MANAGER OF THE STORE ANTHONY FRANCOLINO YOU ARE VERY BAD, AS A MANAGER HE DOESN'T KNOW HOW TO PUT HIMSELF IN CUSTOMERS' SHOES AND ONLY GOES FOR THEM, UN HAPPY DO NOT GO TO THIS STORE...
 

 

 

There customer service is fraud as well. They are paid to lie.

T

T-Mobile is the worst company ever I have been lied to and withheld the truth so many different times and I left a company because they did the same thing. I was told when I first got with T-Mobile and got service that I would have service at my house and that my Apple Watch would be paid off with a promotion but I was lied too. Again later in the future I wanted to upgrade my lines and was no problem but then I was trying to pay my phone bill and when I was trying to pay it, my bill was doubled of what I owed. As they told me that because I didn’t future date my bill (which is what I told the lady to do) I had to pay that amount. Which I was never told anything about this until I called about my bill. Now after that I was told on multiple occasions that I would have more time to pay my bill because of this situation and now my phones are shut off because of all this. So if you’re thinking about switching with T-Mobile. Don’t because all they will do is rip you off and lie. Spend your money somewhere else. 

E

i complete agree with you .. do not got to this location

R

Earlier today I was assisted by your technician Spencer.  I must say that I was not only treated with professionalism but also I was made to feel comfortable and confident that he would resolve my issues I was having; and he did just that. Spencer should be commended for not only doing his job correctly but for his outstanding customer service. JOB WELL DONE SPENCER🌟 Thank you again. 

Sincerely, Darnell Marshall

C

First concern, trying to get a family member as an authorized user on the account has been a nightmare. Multiple calls and attempts have been difficult. After being on the phone for 30 minutes they reluctantly added a $10 credit to my account but this was after I was told multiple times they couldn't help me for the inconvenience.

Second concern, my spouse is a veteran and I requested the military discount on my account. I was informed that the military discount is only applied to certain plans. This is unfortunate that veteran's/active duty/dependents are not supported by T-Mobile. 

I have had an account with this company (previously with Sprint which was transferred to T-Mobile) for 18 years. The quality of customer service is poor and unacceptable at T-Mobile. I haven't been happy with this company since the merge. 

Interesting that T-Mobile is not BBB accredited...

K

The company does not value its customers as they claim. They treated me like sh*t after been with them for over a decade. The insurance company they use (Assurant) is equally a fraud. They claimed not to receive my old damaged cell phone I sent back to them during a claim. They were charging me $1,100 for the no-good cell phone. Is this how phone and insurance companies suppose to conduct business with their loyal customer? I am going to file against them and switch carrier. 

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