T-Mobile Reviews

Samsung could not have cared less! They first told me to go to some repair place (UbreakIfix). They told me they would not be able to get me in for about 2 weeks. I called Samsung back to share information. I was told the best they could do is for me to mail in my phone and I would get it back in 2-4 weeks. What is that?? That is your best?? I called T-Mobile back for advice and spoke to a lovely person named Carmela out of St Louis office. She and her supervisor helped me very graciously and I will be receiving a new phone by mail with return slip to return my defective phone. So thank you a million times to Carmela and T-Mobie for doing Samsung's job and providing OUTSTANDING service! Shame on you, Samsung!

I had to fight for endless hours to go back to my cheap contract. They are unhelpful and make any change almost impossible so you give up and stay with the expensive bill. I find this very unloyal, abusive and unfair. I tried to seek clarification in one of their stores but nobody knows and the staff make you call in the store. The wait is also very long when one calls from the store. I’m happy with them as long as I don’t have to deal with their inhuman treatment.

I had bad credit and after making 12 months of on time payments they financed me a Galaxy S9 no credit check and no money down! No other company cellular or other would give me such a chance to rebuild my credit! Customer Service has been pretty great! Never on hold more than 1-3 minutes, and they almost always can address my needs! I've only been overbilled a few times which they quickly credited me for. I have a signal much better than Verizon's! I had service still camping on Mt. Shasta and even driving through Death Valley! I couldn't believe it! I highly recommend them over any other company! You can't beat their plans, signal strength or customer service!

I have had some great company experiences in my lifetime and personally I have delivered top-notch Customer Service and Technical Support as well. In Aerospace I received letters of accommodation and recommendation from Japan Airlines and the Boeing Company including a Memorial from JAL. I know customer service and technical support. T-Mobile, hands down the number one company experience in my lifetime. It started six years ago when I was located in an area that had no service by any carrier. T-Mobile found a way to get me at least 2G to my phone. I did not know 2G still existed. No carrier could penetrate this structure, but T-Mobile did. They used engineering and finagled phones until they found the right combination. They never gave up to fulfill my service in a desperate situation. Two years later I switched over to a business account.

Again, out of nowhere they made my experience 100% better by assigning me a team! A team of people available to me 24/7 all seven days a week. This team knows me better than any company has in the past. They are at the meat of my business keeping my operation alive and well. T-Mobile has never wavered. I believe in their customer centric mentality throughout the company. They look at your circumstances and make decisions based on your needs and situation before their own. Their genuine concern and expertise in resolving technical issues is exemplary and unparalleled in the cell phone industry. They have helped me immensely in overcoming a changing economic landscape and every day challenges life can throw at you like theft and technical issues.

At the end of the day their actions are what separates them from any other organization. T-Mobile is behind me, in front of me, and they will be, by my side as long as I buy cell phones. One of the most impressive moments recently was when they got LG on the phone with me. The actual manufacturer. I needed backup completed beyond three phones, to help me with recovery. That was a first as they wanted me to be assured they have no limits to deliver exactly what you ask for. I want to acknowledge my team at T-Mobile with this endorsement. Thank you very much Team!

In addition, in late January, for some unexplained reason, we were dropped from auto-pay. So, our February bill jumped to $108. We re-established the auto-pay and the bill, subsequently, returned to $98 per month. I spoke with CS Rep., Mark, at length on April 22nd in an effort to reset my bill to an amount in alignment with what the Sales Rep sold us - approximately $84 per month for 2 lines. I spoke with the CSR at length. He spoke with his supervisor that gave him approval to make all of the necessary adjustments. He said everything will be adjusted 1 week following the May bill of $98. Well, 10 days prior to the May bill due date, I called T-Mobile just to make sure we're all on the same page. Well... CSR Mark never documented anything from our conversation and when questioned by another CSR, he denied everything.

To make a long story shorter, I spoke with multiple reps over the next three days, including Supervisor Jose and Manager Matthew - all from the El Paso. TX Customer Service Center. I discovered that the service plan I was placed on cost $108 for 2 lines, minus the auto-pay discount of $10, bringing us to $98 per month (taxes and fees included).

The $105 for 3 lines was a special only good for one month - which is exactly what happened to us - we were just never told. We were made to believe it was their standard rates. So, the Supervisor Jose informed me there was no other option for us, except to pay more for a different plan and if we decided to go to another service provider, we would have to pay the remaining cost of both phones. Wait a minute! What remaining cost? I thought they were free for switching service providers. Wrong again! I found out there is an $8.34 charge for each phone per month that they credit us for... unless we choose to leave T-Mobile. If then, we would have to pay the remaining balance of the phones - ultimately several hundred dollars.

Supervisor Jose was kind enough to say he will follow-up with complaints to the supervisors for CSR Mark for lying and to the Store Manager of the Sales Rep. I have no way of confirming that actually happened. I continued to escalate my issue to Manager Matthew. His attitude was very careless and left me with the mindset that anything that can be done has been - which was absolutely nothing at all. I called back the next day and asked to speak to whomever Manager Matthew reports to.

About an hour later, Matthew called again and he seemed a little upset that I was calling again and attempting to go over his head. I told him that in my world, when a company's representatives make grave errors, the company takes the hit for those errors - not the customer. In this case, it's the opposite. I, also, told him I was unwilling to accept that there was nothing T-Mobile can do about two of their reps lying to their customer. So, instead of offering solutions, he began questioning me, in a not-so-nice manner: "Well, what do you want? What is it going to take? Give me an amount?" - as if I was wasting his time. So, I told him that though T-Mobile does not have a suitable plan in the price range I sold on, T-Mobile could make an adjustment that accounts for what the Sales Rep sold us.

I find it sad that after all the people I spoke to over the previous three days, let alone the 10 other times I called before than - the customer had to come up with a reasonable solution to satisfy the customer. Manager Matthew agreed to the solution and hung up the phone. He never once apologized for the behavior of the T-Mobile Sales Rep or CS Rep. I believe the El Paso, TX Customer Service Center is flawed in their approach due to bad leadership.