After being a loyal customer of T-Mobile for over four years, I am ending my loyalty based on the rude and irreversible experience with them this June.
A phone which my brother had purchased and then changed his mind on, was shipped to me at my PO Box. I refused the shipment as I was instructed to do and then waited, and waited. Only to find that the
Phone had been sitting in the US Postal Office and not returned as I had thought. (That is the separate issue with our postal service.)
The phone was finally returned to T-Mobile, the box had never been opened, the phone never used, never even looked at. Then after paying for my actual phone and data services, T-Mobile was requiring me to pay for this phone that they had just received back.instead of refunding my bill for the full amount which is $214.00, they are asking me to pay this amount, now, that's right, after I do not have the phone at all!
My phone service has been disconnected by them for nonpayment of this phantom phone. Yesterday, I spoke with 4 reps at T-Mobile, one of whom named Gabriel, (they are not allowed to give last names) hung up on me. I never used profanity, did not raise my voice, etc. I simply asked if there was someone else of authority who could help me. No one was there that could help me, of course. I was informed that this was the T-Mobile policy, even though this was the first time I had heard about this policy.
What is most irritating, aside from being so rudely treated, is that real customer service is a thing of the past. You are not right anymore, by any means. You, as a customer, seem to have no real value as a single unit in the big sea of consumers. And customer loyalty is no longer deemed valuable or necessary. Unfortunately, I still have a glimmer of hope that maybe one of their competitors will offer me this and renew my hope. I certainly hope so.
I do still believe in staying with a great product or service for the long haul, if they are good and consistent. For instance, I have been a member of Bally' s Total Fitness for 20 years now, that's right, 20 years. So, when I do find a good one, I stick with them.
But, I now will not recommend T-Mobile to anyone based on my experiences.in fact, I will do the opposite, and will warn anyone who is ready to contract with them not to do it. Hopefully they will change, but I doubt that very much.
So, today I will shop around for a new service provider. I hope I will actually get service, the good and loyal and consistent kind, that is what I am paying for after all.
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