Here is the official report on T-Mobile USA from the Better Business Bureau of Alaska, Oregon, and Western Washington, which serves T-Mobile's headquarters in Bellevue, Washington.
In the last 36 months, 10,936 complaints were filed against T-Mobile USA by consumers. Of these complaints, only 3,929 were resolved to the satisfaction of the consumer which a consumer satisfaction rating of only 35.9%.
Keep in mind that the BBB is a business organization, and will usually consider consumer complaints "Resolved" if the business simply offers a reasonable explanation for their position, even if the consumer reasonably disagrees with this explanation.
So I got my 35.9% consumer satisfaction rating based upon the percentage of complaints that were actually resolved to the consumer's satisfaction.
Obvious, T-Mobile has pretty crappy customer service when SO MANY people have no recourse but to complain to the BBB. And even more so when nearly two-thirds of those folks are still unsatisfied after complaining to the BBB.
Please note that nearly half of the complaints against T-Mobile which have been completed 5,339 out of 10,936 were completed during the last 12 months out of the 36 month period. It would appear that the rate of dissatisfied T-Mobile customers is growing exponentially.
The reason why T-Mobile has an UNSATISFACTORY RATING from the BBB is its TOTAL FAILURE to respond to hundreds of complaints. 78 of the consumer complaints were not resolved to the satisfaction of the pro-business BBB.in addition, T-Mobile did not respond AT ALL to an additional 176 consumer complaints filed with the BBB. When a business flunks the standards of the pro-business BBB on 254 separate occassions or even a relative handful of occassions then the BBB has no choice but to give them an UNSATISFACTORY RATING and deny BBB membership to the business.
By the way, if anyone wants to contact a REAL PERSON at T-Mobile USA, then I would suggest contacting the head of their legal department, who has published contact information (thanks to the Washington State Bar Association directory at pro. Wsba.org):
David Arthur Miller
T-Mobile USA Inc.
12920 S.E. 38th Street
Bellevue, Washington 98006
Tel: (425) 378-5021
Fax: (425) 378-4840
E-Mail: dave. [email protected]
Here is the link to the official BBB report on T-Mobile USA:
Http://www.thebbb.org/commonreport.html? Bid=27026359&code=D1
T-Mobile USA Inc
Telephone: (800) 318-9270
www.t-mobile.com
The BBB reports on members and non-members. If a company is a member of the BBB, it is stated in this report.
Original Business Start Date: January 1994 Entity: Corporation
Local Start Date: January 1999 File Open Date: December 1995
Principal: Mr John Stagon [actually Stanton], President
TOB Classification: Cellular Telephone Service, Cellular Telephone Equipment & Supplies
BBB Membership: This company is not a member.
Marketplace Experience
Based on BBB files, this company has an unsatisfactory record with the Bureau due to failure to respond to one or more complaints and or two or more otherwise unresolved complaints. However the business has resolved most complaints presented to the bureau.
Complaints concern contract issues, credit and billing disputes, and customer service issues.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
The Bureau processed a total of 10936 complaints about this company in the last 36 months, our standard reporting period. Of the total of 10936 complaints closed in 36 months, 5339 were closed in the last year.
These complaints concerned:
2794 Advertising Issues
282 Sales Practice Issues
389 Delivery Issues
177 Guarantee or Warranty Issues
858 Product Issues
590 Refund or Exchange Issues
969 Contract Issues
1105 Customer Service Issues
3401 Billing or Collection Issues
341 Service or Repair Issues
They were closed as:
9870 Resolved
3888 Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.
41 Company offered a partial (less than 100%) settlement which the consumer accepted.
5872 Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.
69 Company offered a partial (less than 100%) settlement which the consumer failed to acknowledge acceptance to the BBB.
78 Unresolved
78 Company failed to resolve the complaint issues through the BBB voluntary and self-regulatory process.
812 Administratively Closed
687 BBB determined the company made good faith and reasonable offer to resolve the issues, but the consumer did not accept the offer.
49 BBB determined that despite the company's good faith effort to address complaint issues, the consumer remained dissatisfied.
76 BBB determined the company provided proper verification that indicated there was no obligation to resolve the issues of the complaint.
176 No Response
176 Company failed to respond to the BBB or to the consumer to resolve the issues.
Company Management
Additional company management personnel include:
Ms Linda Walsh - Customer Care Manager
Ms Kim Thompson - Public Relations Manager
Additional File Information
This report summarizes the BBB of Oregon and Western Washington's experience with the headquarters of T-Mobile USA, Inc., formerly known as VoiceStream Wireless. T-Mobile also maintains local retail operations outside of this reporting area. You may wish to contact your local BBB for their report or other information that results from activity conducted by the BBB.
Http://www.thebbb.org/commonreport.html? Bid=27026359&code=D1
Richard
Bellevue, Washington
U.S.A.
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