T-Mobile seems to be the most amazing group of mindless, Non Existant, unaccountable corporate ghosts I've encountered in quite some time.
I was left no choice but to cancel my corporate account with T-Mobile after 7 1/2 years by their own incompetent staff.
Actually my account started as Omnipoint to VoiceStream to T-mobile for the sake of accuracy.
I called their "Customer Service", a loosly fitting term, to add another telephone line onto our account. A simple process I've done in the past. This time, A young man, obviously not well trained is going to help me. I'm patient so I tolorate his fumbling for quite some time. I answered the same security questions time after time after time and again, He kept me on hold while trying to get his accounting department on the line to confirm my companies information, we do that and start with the same security questions again.
That exchange goes on for well over an hour. Now we're ready to set up the additional phone line. He asks me for a Credit Card. When I inquire as to why, since I have a long standing account, no comprehenable answer presents itself, he just needs a credit card. I remind him that we spent 15 minutes on a three way call with your corporate billing department and they confirmed everything is fine for him to proceed with the new service. Like a pre-programmed robot he continues to ask for a credit card. Finally, my confidence in this young man's ability to understand how the world works comes to an end.
I asked him to put his supervisor on the line, more time passes and finally we get "Wendy the Supervisor", she must have enough experience to understand the between a long standing business customer and a one-offer trying to get a quick deal.
She does not. She also asks for a credit card, every bit of reasonable logic I layed before her went to the wind. She has no superior I can speak with, she does not have any numbers in their corporate headquarters, she does not know where corporate headquarters is located. She advises me after 1:45 on the phone trying to increase my business with T-mobile to visit a Cell Phone Store and perhaps they can help me.
I clearly advised "WENDY the SUPERVISOR", If she can't get this simple service set up as was done in the past, she leaves me no choice but to change services to CINGULAR or Verizon. She can't help me.
The best I could find on T-Mobile was a FAX number, T-Mobile WILL NOT PUT A HUMAN ON THE PHONE WITH YOU THAT CAN UNDERSTAND OR HELP A CUSTOMER. So I fax a letter to their "Customer Relations Department" explaining my position as a customer of seven and one half years and the position I was put in by their own staff. Since I was given no choice but to switch my service over to CINGULAR by their own staff, I do not expect any early termination fees to be applied to my account.
Expecting an apologic letter from their "Customer Relations Department" for the lack of service I expierences, I get a letter from Melissa Forrester, Customer Relations for T-Mobile advising me of the early termination fees due in the amount of $429.11.
Since my time is more valuable then T-Mobile's, expecially when wasted, I have little choice but to invoice T-Mobile for my time, inconvenience, set up charges with Cingular and all other associated costs incurred because of their own staff.
When I tried to track down Melissa Forrester, Customer Relations at T-Mobile in Albuquerque, NM, I'm told T-Mobile doesn't exist in NM, They are in Washington State, I get a number for that location and everyone plays dumb. The last individual I spoke with didn't have a name, just a number and heard me perfectly when the conversation began, after I asked for customer relations he made believe that he could no longer hear me, blurted out a 800 number and hung up.
Well run corporation? Maybe, if it actually existed.
I will also cancel my wife's T-Mobile account of 5 years and move that over to CINGULAR.incidently, setting up a business account with Cingular for 5 lines took less then 15 minutes start to finish.
0 comments