To whom it may concern: I have been a T-Mobile customer for quite sometime now, yet your organization is quickly loosing the luster and my tolerance for your lack of customer satisfaction is at it’s end. My consideration for changing companies is become more than just a passing thought but a true concern. My current attitude towards T-Mobile is not based on just one incident but on a number of incidents that I personally feel should have never happened or been explained to my satisfaction beforehand.
Frankly, I am a business man of over 20 years, yet the treatment that I have received in the last 3 months has been more like doing business with the mob instead of with a business that cares for and appreciates their clients. I am not new to the mobile communication industry, my mobile device has been and will be a key part of my business for years to come. Now, the question is will it be with T-Mobile? That is the true question.
When I first migrated my telephone number from the account it was on, I was very upset with how it was handled. I called in to migrate the number and take responsibility for it. I provided all required information to the person that handled my call. Of course I was approved and the process continued, here is where the unprofessionalism took place. I asked the gentleman if I had a “period of time to change my mind”? At that time, he told me that I was locked into a 2 year agreement with T-Mobile. This was told to me after he had ported the number to the new account, not before the process was completed. I then asked him if I could cancel and consider my other options. He then informed me that I would be charged a cancellation fee for doing such. Seriously!!!????
My next question was, do I get anything out of this since I am locked in to a 2 year agreement that I did not agree too, like a new telephone or something? Again I was told “NO”. His reasoning behind this was “the person whom owned the account prior to me porting my number had made changes to their account and decided to stay with T-Mobile, so since they stayed with T-Mobile and extended their contract that effected me.” This is an unfair business act. Now that I have responsibility for my number, how can their actions effect me? If I don’t pay my bill you don’t cut off their service and vice versa. I did not have 2 years left on the contract I was on with you. I later learned that they did receive a new mobile device for continuing their contract. I was offered nothing. Not even a tissue.
So now, I have a 2 year agreement, without asking me if I wanted this, your customer service representative committed me to over $2400 over 2 years period without asking me if I wanted this or not. He committed me on an implication that I knew what the prior account owner had did on their contract and that I was okay with their actions and his. My feelings behind this action, T-Mobile is telling me to take what we allow or else. News Flash, there are toooooooo many other options out here to be treated like that by anyone that I am paying. I do not feel that you have the clients best interest in mind if this is your normal way of doing thing. I stay with T-Mobile, because your services does work in areas that some of your competition does not work in and my mobile communications are very necessary for me and what I do, I am an international entertainer.
How could this situation been better handled:
1. Ask me if I know the facts
2. Offer me something for my commitment
3. Suggest other options
4. Confirm the transaction and it’s terms before it is concluded
I recently went to German to entertain the troops. This was a longtime dream for me that finally came true. Well, as part of my preparation for this journey, I called T-Mobile (well in advance of my departure) and asked if there was an International Plan that I could add to my telephone so that I could use my device while I was overseas.
The representative told me that there was and I authorized them to add this to my plan so that I could receive calls, make calls and send and receive text messages. Guess what? My mobile device did not work in Germany or Holland. I was unable to communicate with anyone while I was there. Your representative failed to tell me how to change my telephone configuration to enable me to use my device. I missed 3 paying gigs because the people that were trying to contact me could not communicate with me in a timely fashion. This was over $2000 in potential income, because your “professional customer service representative” did not inform me properly on the changes that I needed to make to my device to ensure that it will work.
Now here is the kicker. I called today to see if the International Feature was still on my mobile device and I was informed that it was never added. Now ain’t that special?!? If I am dealing with a company that has my best interest in mind, why would I even think twice that this was not done as agreed? Why should I have to double check with you to ensure that your company is doing what I paid you for?
How could this situation been better handled?
1. Customer Service Representative made sure the order went through properly.
2. The Customer Service Representative could have informed me that I needed to make changes to my current device configuration to ensure that my unit would work properly.
3. A text message to very that the changes were made.
I called today to inquire about your current rate plan and I was informed in order to receive the reduced rate I would have to pay $200 to migrate to the lower plan. Are you serious? I think I have found Jimmy Hoffa….he is the president of T-Mobile. This is outrageous and unfair to a longtime client. Then your representative had the nerve to say to me “if you are not interested in talking about giving up your discount on telephones in the future, there is nothing to talk about”. Really, this is how you talk to clients now? This is how your company really feels. I understand getting people on and off the telephone as fast as possible, but this is ridiculous. But wait, there is more. You know what, I am not even going to go into it.
Bottom line is this. I appreciate T-Mobile, but I do not feel or believe that you appreciate your clients or realize that you are not the only game in town. At this time, I am considering leaving your company and going to Sprint. Yes, I realize that there is a $200 per line cancellation fee to leave, but it is almost worth it. I also realize that I would have to buy new mobile devices (which was something T-Mobile never offered me), but again, that maybe worth it as well. I hated Sprint, that is one reason I left them and came to T-Mobile, but your customer service is almost if not as bad as theirs was before they cleaned up their act.
I understand that I am one voice, but from my years as a customer service professional in the business world, I have learned this. “If one person is willing to say it, just how many do you think are thinking it?” Yeah, it has taken me a while to write this letter, because I am a busy man, but there comes a time when you have to stop what you are doing and address a situation. This is that time.
I pray that these words do not fall on deaf ears. At this time, I have not incorporated these events into my act, yet, I have strongly considered them. Actually, it is not a laughing matter, but I can make it one to thousands really quick. No, this is not a threat, I don’t do that, I am stating the obvious, we as comedians tend to take things that bother us to the stage and believe me this is getting under my skin.
What are my resolutions to these issues:
1. I believe T-Mobile should have taken my concerns more serious instead of fanning me off like a fly on buttermilk.
2. I believe that I should have been offered a discount off my services or free services for a period of time.
3. I believe that I should have been offered a new device or discounted device or my choice.
4. I believe that I should have received an apology from T-Mobile.
5. I believe that your policies and services should have been represented better and explained in detail before we completed any transactions.
I “Thank You” for taking the time to read my letter and considering my position.
A Very Unhappy Camper……
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