User feedback survey!


Userlevel 3

Hello T-Mobile Support users!

We would love to get your feedback on our site overall, so we've created a handy dandy little survey for you to fill out! It's primarily multiple choice, only 7 questions, and should take you less than 3 minutes to complete! 😊

Please feel free to fill out the survey, we'd really appreciate it! If you prefer to provide your feedback here, please don't hesitate to provide any! Our goal is to improve the site and we'll take the feedback through any means!

T-Mobile Support Users Feedback Survey

-Lauren


34 replies

bethany at tmobile helpped change the phones from att to t-mobile service.

i give bethany a 10 stars for good service with the customers

thanks for your help : bill edwards

Userlevel 7
Badge +13

Wow!  This “website feedback survey” link- sucks as bad as the T-mobile website!  I am not sure why I expected anything different from my website experience leading up to this.    So many dead-ends. The links never work via email, and within the website. 

I ended up signing up for “survey monkey”, which I thought would allow me to comment, which it didn’t, so now I expect at least 8 more months of spam from them and their partners. yay   

I glanced through all the replies before I got here, and I saw one about a data breach about a year ago. Up until I saw that post, I have been blaming myself now for a year- That I was scammed out of a $210 payment from an online “t-mobile rep” via the chat- while I was making a payment.  At least now I know my computer is not compromised.  It was T-mobile. 

ANYHOW….  I noticed a lot of hate here, about the service and such.  Personally, I am completely happy with the service.  My gripe is specifically about the website. 

The reason I am here is to give website feedback. 
I expect a  less “clunky” and a MORE SECURE website experience, from a major brand that you have successfully portrayed yourselves as.  

Working for an online tech/music company, I’m a little familiar with websites.  It seems like T-Mobile is using multiple solutions to create a website environment.  Magento, mixed with Quickbooks, mixed with wordpress, mixed with braintree, mixed with hub spot, mixed with any other bad practices along the way. I won’t get started on billing and transparency- because that needs a lot of work too.  There are a lot of missing pieces. 

My advice… Hire/pay someone at least $200,000/yr who knows how to bring it all together, or find a 1 time 2 million dollar solution that is “all in 1”.   

Continuing on about the “clunky”.  For example...one page tells me that I have paid off all of my devices.  On another page, it says I still have $800+ due on my devices.  
On another page it says I am not eligible for an upgrade.   After a few clicks, I find out that I am eligible. 
Your pages and info are not communicating with one another to make a cohesive experience for the customer to understand what is actually going on.  Currently, It’s like taking a trip down the rabbit hole with Alice. 
Many times I get server time-outs (404, server not available, or “our wires are crossed” errors). After I spam the refresh command (cmd+r) I am able to complete a simple page task loading.  I can go on, and on, and on. I’ve tried Safari, Firefox, Chrome…  All with the same experience.  I know it’s not my computer (I’ve experienced this on an older one, and my new one).  I know it’s not my internet connection, because I have a 1GB fibre dedicated line to my home, and I do not experience the BS on anyone else’s website but yours.   

Please, please, please make your website experience as good as your customer service, and cellphone service experience!!!!!!!!!!!

 

i can see them dumping money into the site if they had agents that assisted full time etc..but its pretty much a peer to peer site only with at times employees that jump in to assist on their own time..other than that its up to another customer to assist if they can in here.

Wow!  This “website feedback survey” link- sucks as bad as the T-mobile website!  I am not sure why I expected anything different from my website experience leading up to this.    So many dead-ends. The links never work via email, and within the website. 

I ended up signing up for “survey monkey”, which I thought would allow me to comment, which it didn’t, so now I expect at least 8 more months of spam from them and their partners. yay   

I glanced through all the replies before I got here, and I saw one about a data breach about a year ago. Up until I saw that post, I have been blaming myself now for a year- That I was scammed out of a $210 payment from an online “t-mobile rep” via the chat- while I was making a payment.  At least now I know my computer is not compromised.  It was T-mobile. 

ANYHOW….  I noticed a lot of hate here, about the service and such.  Personally, I am completely happy with the service.  My gripe is specifically about the website. 

The reason I am here is to give website feedback. 
I expect a  less “clunky” and a MORE SECURE website experience, from a major brand that you have successfully portrayed yourselves as.  

Working for an online tech/music company, I’m a little familiar with websites.  It seems like T-Mobile is using multiple solutions to create a website environment.  Magento, mixed with Quickbooks, mixed with wordpress, mixed with braintree, mixed with hub spot, mixed with any other bad practices along the way. I won’t get started on billing and transparency- because that needs a lot of work too.  There are a lot of missing pieces. 

My advice… Hire/pay someone at least $200,000/yr who knows how to bring it all together, or find a 1 time 2 million dollar solution that is “all in 1”.   

Continuing on about the “clunky”.  For example...one page tells me that I have paid off all of my devices.  On another page, it says I still have $800+ due on my devices.  
On another page it says I am not eligible for an upgrade.   After a few clicks, I find out that I am eligible. 
Your pages and info are not communicating with one another to make a cohesive experience for the customer to understand what is actually going on.  Currently, It’s like taking a trip down the rabbit hole with Alice. 
Many times I get server time-outs (404, server not available, or “our wires are crossed” errors). After I spam the refresh command (cmd+r) I am able to complete a simple page task loading.  I can go on, and on, and on. I’ve tried Safari, Firefox, Chrome…  All with the same experience.  I know it’s not my computer (I’ve experienced this on an older one, and my new one).  I know it’s not my internet connection, because I have a 1GB fibre dedicated line to my home, and I do not experience the BS on anyone else’s website but yours.   

Please, please, please make your website experience as good as your customer service, and cellphone service experience!!!!!!!!!!!

 

This User Feed Back panel should be at the top!!

In 2019, I signed up as a veteran for a rate that acknowledged my service to the country in which you do business. Last year, I learn the “Senior Rate” (advertised on TV) is a better rate. I am a senior veteran, the veteran reference no longer counts!!!!!!! There is no honoring a “Senior Veteran” by T-mobile!!!!

Do I migrate to the $25 plans advertised on TV?????????????

Now, you restrict your clients from accessing the restrooms that your employees use. I take a water pill that helps with reducing swelling since I am a senior. Within 15-20 minutes of receiving the urge to use a restroom, I need to use a restroom or go piss on the sidewalk outside!!! Today, I had such a need while waiting for service at your South Cooper address in Arlington, TX. When refused access to the restroom the employees use, I summoned my wife and we left that location not to return, ever!!!!!!!!!!!!!!!!!!!!!!!!!!

I usually, no longer do business with companies that restrict use of their restrooms.

I will again contract Governor Abbott requesting a law regarding any company that does business in Texas must provide an accessible restroom for their customers.

T-Mobile gives out free phones to transfer from another account. T-mobile then tells the customer that we have to buy a new phone when the free phone develops a short (in 3-4 years) and we have to hit the speaker to keep from frying our ear.

When we went to the T-Mobile store in the Highlands in Arlington, TX, there were no promotional phones in stock. When that issue occurs, T-Mobile needs to discount some of the non-promotional phones, especially for “Senior Veterans, the un-priviliged”!!!!!!!!!!!

I find that I am classified as a “Novice” by T-Mobile - thanks for the insult.

 

 

Userlevel 1

NEVER BUY T-MOBILE PHONES 

Userlevel 1

THE PEOPLE AT T-MOBILE LIE EVERYTIME 

Userlevel 1

Absolutely TERRIBLE WORST SERVICE IVE EVER HAD 

Badge

I'm gonna be as brutally honest as I can here, I went ahead and ordered my own phone I figured it would be better than paying leasing costs and what not, anyway I found out my phone can only use certain towers meaning I'm essentially forced to use T mobile and that's it, no other provider works on my device and believe me I've tried them all. I'm at the point of exhaustion from being tethered to wifi spots all day long and having "5G" just for my work apps and browser apps to tell me that I have "no connection" - I'm at the bottom line here that I'm extremely tempted to consider turning off my autopay and just letting it go by itself until I can actually be provided what I pay for. Thanks.

I would like to take the time to give a special BIG thanks to Oscar who helped me Friday and followed up with another call today to ensure I was taken care of! It was a pleasure to speak too, very polite and helpful! Because of representatives like him, Jessica and Rachel who helped me in the past as well as Mclennon who helped me in the chat today you guys have customers like me who will stay with this company as this representatives ensure to clear all doubts and all my issues are resolved! Oscar, Jessica, Rachel and Mclennon GREAT job 👏🏼 Happy Holidays stay safe and healthy🙂

Badge

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Userlevel 6
Badge +15

@Asertheeraser thanks for coming to the site and giving us feedback. This thread is for feedback about this Community site specifically. I’ll still pass along your feedback to the right folks on the T-Mobile Tuesday team. Thanks!

Y’all should give Apple gift cards on Tuesdays y’all need to step up the rewards for real man😤🥱

im tired of your apple support bullshit i wait on the phone to be transfeered and your apple help just hang up this is the third time this happend after waiting 30 mins on hold this is something apple support does when they dont wanna help its a trick and they lie and tell you i couldnt hear you im tired of t mobiles bullshit

Userlevel 7
Badge +15

Whatever seems to have happened to the moderation flag, seems to be incredibly broken over the last couple of days.

Userlevel 7
Badge +15

I chimed in with the survey.  I like this forum for a lot of reasons, but the most important being, the regular inhabitance.  Good people can make or break a place, including a forum.  This forum has some awesome regular members and employees! 

I've had a ZTE MF-64 hotspot for over 6 years now, and I haven been able to access my account with it since you changed your website 2 years ago. I had a long conversation with a software tech to see if they can figure out how to fix it, but still nothing.  Why don't you  just put back the old software pages for those users. I have to use somebody else's computer to get access to my account, as going through my hotspot is useless.  I can't enter my financial data to pay my account or anything.

Also the feedback links don't work either, so I can't say any feedback on them.

And about your data breach, thanks a lot, because the hackers attempted to clean out my bank account, of $124, with nearly $400 in transactions, overdrawing it. I actually watched them do it while accessing my bank account. I caught it before my bank did.  Now I have go through that hassle to get a new card, and set everything up all over again.  Your free credit protection program ended 2 days before they used my card numbers just now on 6/2/2020, and you didn't give me any warning about your data breach. These hackers are still using our data to steal our money.  I know there's no crying over spilled milk, I had to trace down how they got my card numbers, to you. I chewed out your former CEO about the bad problems in T-Mobile, and he quit because of me. They're still not fixed.

Look, I'm a computer engineer, and I've got experience running a business, perhaps I should become your new CEO, and really fix things that way they should,

And were is my free high speed internet, because your service is way too over priced, compared to the rest of the world. At least increase out throttled speed to maybe 100KB/s, this 14KB/s is nearly useless. I know you have the bandwidth capacity, but really how long are you going to force us to pay $5/GB of data, when the world gives it to us for pennies?  Free Broadband is a right, especially since we are forced to live with this pandemic. We can't pay for this any more. I need this to run my business too, and out kids need it for education, and we all need it to survive now. Stop restricting our bandwidth. We're paying for it, give us our money's worth.

Userlevel 4
Badge +11

Enjoy your Mom! I lost both of mine (stepmother and mother) a couple of years ago. My wife and I tried FB some years back. When we dropped FB there were several thousand Baby boomers who did the same. It wasn't safe. I tried TWITTER, and that was a mess. I didn't know that I was supposed to use another email address. I bet you taught her well! Glad she's enjoying it!

Userlevel 5

dc5fan wrote:

I get a big kick out of Consumer Cellular wit a $25 a month plan.

I got my mother on Walmart Family Mobile's $24.88/mo plan.  She uses the heck out of her minutes, because there's no home phone.  She doesn't text (she thinks Facebook Messenger is "text" because I conned her into the tablet scene first), but has blown through her gig or so of data when she was in the hospital (because nobody thought to connect her phone to hospital wifi until after she got notices she was almost out of high speed data).

For @chaz1219​, I used T-Mobile's accessory financing exactly once.  It was for one of the LG wireless earbud thinggies.  It was very handy.  And, I just pulled up T-Mobile's site for accessories, and it is showing a financing price over 12 months (not 24, as in your post).  I can't remember the term of my financing, but, as long as you have the available credit on your account, you should be able to finance an accessory.

Userlevel 4
Badge +11

In a way I know where you are coming from. Me, I'm a tightwad thanks to my wife! I consider myself a "T-Mobile stepchild". I don't see any reason to buy $1000 phones. However, if money is burning a hole in your pocket go fer it! I purchased a Stylo 3 Plus in Dec '17, and replaced it with a 2-year-old V30. What a bargain! And the $3 a month prepaid account has been very good to me. As far as looking for a new home it ain't happening. I get a big kick out of Consumer Cellular wit a $25 a month plan. I don't do messaging or texts. Sometimes I don't use all of my minutes. have been having great luck with CS, even thought they might live in the Philippines. Back in the 60's when I was an Air Force brat there were several AF NCOs who took Filipino women as their wives. There are some members here whose expertise is really good for accessory info.

I've been a long time customer with Tmobile and will no longer be using Tmobile for accessories as you no longer offer 24 month pay off option on them. I honestly believe customers who have had long time good standing accounts should not have to deal with this change. I got alot of items from you guys over the years and will no longer be going to Tmobile when i need accessories. Your offers were amazing and everytime i paid something off i wanted something else- now I have to pay 175 down to get headphones. It just seems like tmobile doesn't value customers who have been using their service for many years. This totally should have only been applied to newer accounts. But then again... Who am I to tell you how to run your business ..

I've been a long time customer with Tmobile and will no longer be using Tmobile for accessories as you no longer offer 24 month pay off option on them. I honestly believe customers who have had long time good standing accounts should not have to deal with this change. I got alot of items from you guys over the years and will no longer be going to Tmobile when i need accessories. Your offers were amazing and everytime i paid something off i wanted something else- now I have to pay 175 down to get headphones. It just seems like tmobile doesn't value customers who have been using their service for many years. This totally should have only been applied to newer accounts. But then again... Who am I to tell you how to run your business ..

I've been a long time customer with Tmobile and will no longer be using Tmobile for accessories as you no longer offer 24 month pay off option on them. I honestly believe customers who have had long time good standing accounts should not have to deal with this change. I got alot of items from you guys over the years and will no longer be going to Tmobile when i need accessories. Your offers were amazing and everytime i paid something off i wanted something else- now I have to pay 175 down to get headphones. It just seems like tmobile doesn't value customers who have been using their service for many years. This totally should have only been applied to newer accounts. But then again... Who am I to tell you how to run your business ..

Userlevel 4
Badge +11

Yes! It is!

Userlevel 7
Badge +15

I got the ForeSee survey earlier and just finished taking the SurveyMonkey one.  This is a great little community!

Your site just made me reset my password because it was old, and then you e-mailed me "Oops! You out-passworded yourself this time..."

which came off as a bit obnoxious, to be honest!

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