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

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 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🙂

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! 

Badge

.

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 1

Absolutely TERRIBLE WORST SERVICE IVE EVER HAD 

Userlevel 1

THE PEOPLE AT T-MOBILE LIE EVERYTIME 

Userlevel 1

NEVER BUY T-MOBILE PHONES 

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 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.

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

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!

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 +15

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

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.

Userlevel 4
Badge +11

Lauren: I answered the 7 questions. But when I got to the end I just shook my head and "X"ed out. I am still getting the over-popped up ForeSee Survey. Again, I am asking as big as T-Mobile is  can't the big T find another source? I have a Walgreens' account. They also use the ForeSee Survey. It asks just once and doesn't opo up again.

Userlevel 3

I totally understand where you are coming from, and we're still trying to work on it with Foresee to figure out a way to stop it. 😥

As for finding another source, that's not my department directly, but I know for a lot of things like that there are contracts and other pieces involved that make the wheels of change pretty slow.

That said, I am gonna keep doing what I can.

-Lauren

Userlevel 4
Badge +11

By no means was I attacking you. Hasn't this problem been around for over a year? I have an online account with Walgreens. The survey pops up only once, and it doesn't pop up twice. Sorry my comment may have been a little mean.

Userlevel 4
Badge +11

I see ForeSee is probably using an updated version of their survey. Walgreens has the same one. Also noticing that it is popping up once. On another note the T-Mobile app appears to be working, but the site for accounts isn't. I sure they are working on that too.

Userlevel 3

I didn't mean to miss your earlier question! Thankfully it had not been around anywhere near a year, probably closer to a month that the pops were so frequent.

Are you still receiving an over than normal number? They are reporting it as fixed now, and we as staff haven't been experiencing the issues any longer! 😀

And for the account site not working, are you referring to my.t-mobile.com?

-Lauren

Userlevel 4
Badge +11

Yes to he first question, and no to the second. However the appearance has changed back to the original. The "account status" still is not working. Hey! But the app sure is doing a great job! Thanks for asking.

Userlevel 3

If you are still getting a ton of pops, can you try clearing cookies?

We have been trying to replicate getting additional ones and are not. Around the time I was going back and forth with you on this, we were getting them on every page, but I haven't had one today at all.

And kudos to the app 😜 But I'd like to help get as much as we can in working order!

-Lauren

Userlevel 4
Badge +11

Lauren: I cleared cookies for both in my laptop and Google. The amount of pops has gone down to 1 that comes early when on the site. Hope that helps.

Userlevel 3

That helps a lot, yay. 😊

Thank you!

-Lauren

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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