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If Ragnar the Norse God was born in the 21st century, his name would be Justin ** and he would work at the T-Mobile store in the City Creek mall located in downtown Salt Lake City. I came in several times during one evening after being yo-yo ed by the Apple Store. I had self tanner all over my face and I was bawling my eyes out. It was not a pretty sight, But Justin remained calm and was extremely helpful the entire time. He was able to calm me down and talk me through what he was doing which was 800% more than what the apple store even tried to do. In the end he was able to come up with a solution that was better than I could have hoped for. He was a great employee and I appreciate the time he took with me!
T-Mobile has always bent over backwards in their customer service. They really are great to deal with if you have a problem. There is one thing you should look out for, though. Over the course of three years they have put additional services I didn't want on my account. This has happened three times...too many to be an accident. When you call them about it, they remove the service and apologize profusely. Great company, but they will try and pull a fast one on you occasionally so review your bill each month!
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I was really pleased with the customer service I received at the San Luis Obispo location when visiting from Canada. I had a bad experience with a sim bundle I bought from Best Buy that I was told would work on my iPhone 6 but didn’t and then I couldn’t get a refund after wasting an hour of my time. The next day I walked into T-Mobile and in a couple of minutes I had a working phone with unlimited everything for next to nothing for the week I was in the US. Such helpful and friendly service, T-Mobile is my go to for my next trip south of the border.
I have been with all four major carriers and have never loved my Cellular company until now! I've been with them 3 1/2 years. Not everything has been perfect, I've had some issues here and there. But that has to do with a few sales reps and not the company itself. NOT ONE SINGLE company can say that 100% of their employees are stellar! It would be impossible not to have a few bad seeds squeak through. All in all it has been a great experience.
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!
T-Mobile, from Customer Service, to Technical Support, to Billing, to Supervisors, and Management, Thank you! To current customers and non-customers please take note as T-Mobile is where you want to stay or be in the years to come. They have amazing things coming around the corner and you will want to be a part of it. I know this because they listen to their customers and respond appropriately exceeding my expectations. My experience the last six years from both a personal and business account perspective has been most incredible, most uplifting, and most desirable a consumer could experience. When I switched carriers from Verizon to T-Mobile I was looking for an economical and quality carrier. I not only found that, but much more that exceeded any customer experience in my many decades on planet earth.
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!
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For the past year the professionalism of the customer care call in people and the tech support people has gone down considerably. I have spent hours on the phone with tech support people trying to get slow data and broken up text messages resolved and still no resolution. After all of my ongoing trouble they recently insulted me by offering a $5 credit to my account.
Manager Rashad has misquoted policies over and over again along with his team. I returned 2 brand new iPhone 11 me in their cases and received UPS confirmation of delivery as well as a returned 7plus with confirmed delivery and I am being told they are investigating locations of phones????
It is extremely disturbing that T-Mobile since January 8, 2020 has blocked my access to certain international news sites without any notice, justification, or legality. I have managed to connect to said sites via third party software but this action is a total intrusion on my personal choice regarding being able to access new sites of my choice. I have been with T-Mobile since 2001 and this action has determined me to dump the worthless entity and am more than willing to give my money to a lesser known carrier if need be.
Last month my mother got cell phone service from T-Mobile. She requested auto refill. At the time she complained they gave her no paper work. One month later she gets a message that her service has been suspended. Okay, I volunteered to go to a T-Mobile and find out what is going on. I talk to Yarron at a T-mobile store. He looks the account up and tells me -our account has been suspended, nothing he can do. I inform him that we were on automatic payment. He tells me -no we were not on automatic payment. I tell him that we were messaged by T-mobile that they received our money. He tells me Well, Mom’s account has been suspended. And suggests it was because she didn’t pay on time. I tell him we did pay on time because it was AUTOMATIC. He tells me -no we aren’t on automatic payment. I tell him we are and ask him -Then why/how did an automatic payment go through if we aren’t on automatic payment?
hear me, believe me or understand me. I am not sure which. He stood, immovable and yet I wasn’t satisfied. My Mom paid her money, needed her cell tomorrow and he wasn’t interested in helping us unless we wanted to purchase a new service since the old one was suspended. I asked him to fix the problem and he told me it wasn’t his problem. I was confounded by that and showed my frustration by not accepting it. I said he and T-mobile had to do something. He told me that I was being rude to him. Which threw me. I wasn’t personally being rude to him but I was very frustrated. He told me that there was nothing he could do, there was no manager, that there was no action to be taken and I should leave.
So, here I was, knowing my Mom had paid for a cell service but had no service and was being told by this young man that it wasn’t their problem. I videotaped him from here which bothered him and he stopped momentarily telling me I was treating him badly and I was being rude. Okay so it was highly unpleasant. I went to my car and called T-mobile. I needed a pin, had to change the pin. Was asked for a new pin number of 6 digits. Changed it to a number I know well by the customer service person entering into it. This customer service person was difficult to understand, he mumbled, paused often, very difficult to follow but I think in retrospect he was saying “opted out” a lot. Basically he finally said that my bank or credit card or whatever was no good and I had to talk to the bank. I called my Mother and asked her to call the bank and drove home.
We confirmed the money had been paid by the credit card so we called T-mobile again. We went through the whole thing again (except he wanted our 4 digit pin number, the one I had changed) but it didn't work. Again the whole sending pin numbers etc. Once again we explain the facts, Mom signed up for T-mobile cell service and paid on December 10th. She asked for automatic payment for next month. Which she always does. Her credit card has been charged but the customer service representative Patrick told her that she’d have to wait for 72 hours to get her cell reinstated.
Patrick tells us that my Mom must have: Opted out of the automatic payment. Once again we explain if this was true, then why was her credit card charged. He agrees to look at this and find that yes, there was a payment. He claims WE must have paid the bill so it will take three days to reinstate the cell. We tell him we did not make a payment, that it was AUTOMATICALLY charged to our account because we have automatic payment. He repeats the same thing, up to 72 hours to get the cell back. We ask for a Manager. We get Sam B. He listens and says that we opted out just after we made a payment. We tell him over and over that we did opt out, ever, and we did not make a manual payment, that it was automatic, proving we did not opt out. He tells us that we MUST have opted out because no one at T-mobile could opt out. Okay, we believe him but still, there remains the fact that we also did not opt out.
So what happened? We don’t know and T-mobile isn’t interested in finding out, they just want to believe, somehow, we did opt out but aren’t telling the truth about it. He claims that the automatic charge and payment on the credit card isn’t proof we didn’t opt out. We must have used a refill card to make a payment. We didn’t, we never had a refill card, didn’t know they existed and the payment came from a credit card. We go around and around with Sam, maybe for 40 minutes? No apology, no acceptance of responsibility by T-mobile, no recourse offered. During all this he tells us that several times that T-mobile is undergoing an “unplanned service enhancement.” What the heck does that mean? More importantly, what does it have to do with our situation? Sam B. doesn’t say, he just repeats it like it is information that should clear everything up for us.
He also frequently says that we are not the only people calling today. That lots of people are having trouble and calling. Not as a way of explanation that pertains to anything or within context. Except as a way of inferring we were being inconsiderate, like we were taking up time that other people might need. He kept repeating this, as if being told we aren’t alone meant we shouldn’t be so difficult, like T-mobile was an Emergency Room and lots of people were in pain and we shouldn’t complain since lots of people were experiencing problems due to the “unplanned service enhancement” that their engineers were working on. I asked Sam B. him how T-mobile was going to make this up to us, that my Mom wouldn’t have service for up to 72 hours? Would there be a pro-rated credit? Would they change her start date. "No," he said, "no credit will be issued". So, she is paying for a cell phone service she isn’t getting? That is fraud I think.
He even said that our issue has been noted but when I ask him what his notes say, he tells me his notes will say that he explained the situation to us. They should have just said the truth. What would be so hard about saying something like; “We’re experiencing technical difficulties, we’re working on it, we hope to have everything sorted out soon and we regret any inconvenience this situation might be causing you. If your service was interrupted due to any issues on our end, we will be prorating your bill.” Not try to disguise the issue and blame us for their issues or make us take responsibility for their issues. Just because T-mobile’s system is crashing isn’t our problem. I owe nothing to T-mobile. But T-mobile owes my Mother and I a lot. They promised my Mom cell service. Cell service she paid for. They did not tell us what was going on or even that they didn't know what the issue was. They didn't say they would investigate our issues.
They did not apologize for making mistakes or admit to any mistakes. Instead they told us they were undergoing a “unplanned service enhancement”. This sounds like a way to make their problems sound like a good thing. But it is obfuscation, pure and simple. A way to excuse themselves. A way to not take responsibility but also a way to make customers have to deal with issues that aren’t their problem. We get the run around while I’m told I’m rude, my Mom is told her credit card or bank has no funds, we told (accused) of opting out when we didn’t. We didn’t deserve the run around, the difficulty, stress and wasted time. I didn't deserve to be treated badly by Yarron. Everyone needs serious customer service training
I switched over 3 of my business lines from Att to T-Mobile...It was the WORST MISTAKE! It has been a nightmare ever since. I was told that if I switched over I would receive a payment card in the amount I paid to pay off my phone with my old carrier (Att). Once all was said and done, they said that in order to get the payment card for PART of the amount I had paid to pay off my phone, I would need to purchase a new phone and turn in my old phone! THIS WAS NEVER MENTIONED TO ME! They lie to customers just to get them to switch over to them and then like in a bunch of fees that they never mentioned.
It has been almost 3 months of back and forth and I lost money, time and my health on speaking with the representatives. This is only half of everything that happened, it’s too exhausting to state everything. Bottom line: THE SALES TEAM (which you never meet! Because it’s over the phone) lies to you, makes promises and then this person disappears and you are stuck telling the entire story to a T-Mobile customer care rep that has no idea what happened or why this sales rep said these lies UNFORTUNATELY, they cannot help you. Do not switch over, trust me, you’ll regret it!
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