Comments on: T-Mobile Customer Service Fiasco – Small Scams and Big Downside in a Social Media World http://www.qualitywriter.com/2009/t-mobile-customer-service-fiasco-small-scams-and-big-downside-in-a-social-media-world/ Qualitywriter.com Thu, 11 Feb 2010 18:25:51 -0500 http://wordpress.org/?v=2.8.4 hourly 1 By: Fresh From twitter.com/leahsoleil http://www.qualitywriter.com/2009/t-mobile-customer-service-fiasco-small-scams-and-big-downside-in-a-social-media-world/comment-page-1/#comment-1473 Fresh From twitter.com/leahsoleil Tue, 06 Oct 2009 00:24:29 +0000 http://www.qualitywriter.com/?p=734#comment-1473 [...] T-Mobile Customer Service Fiasco – Small Scams and Big Downside in a Social Media World http://bit.ly/ffmbB #tmobilesuckssocial media tweet: Facebook: Holidays Make People Happy, Death Makes Th.. [...] [...] T-Mobile Customer Service Fiasco – Small Scams and Big Downside in a Social Media World http://bit.ly/ffmbB #tmobilesuckssocial media tweet: Facebook: Holidays Make People Happy, Death Makes Th.. [...]

]]> By: phildunn http://www.qualitywriter.com/2009/t-mobile-customer-service-fiasco-small-scams-and-big-downside-in-a-social-media-world/comment-page-1/#comment-1469 phildunn Mon, 05 Oct 2009 22:22:46 +0000 http://www.qualitywriter.com/?p=734#comment-1469 I think so, too. Honesty and transparency pay big dividends. Whereas the<br>downside is a day like today with all this #tmobilesucks twitter business. I think so, too. Honesty and transparency pay big dividends. Whereas the
downside is a day like today with all this #tmobilesucks twitter business.

]]> By: Name http://www.qualitywriter.com/2009/t-mobile-customer-service-fiasco-small-scams-and-big-downside-in-a-social-media-world/comment-page-1/#comment-1468 Name Mon, 05 Oct 2009 22:12:34 +0000 http://www.qualitywriter.com/?p=734#comment-1468 He should have exchanged the handset at the store right then and there. That was a bad sales rep. He should have exchanged the handset at the store right then and there. That was a bad sales rep.

]]> By: csjonson http://www.qualitywriter.com/2009/t-mobile-customer-service-fiasco-small-scams-and-big-downside-in-a-social-media-world/comment-page-1/#comment-1440 csjonson Fri, 07 Aug 2009 19:43:00 +0000 http://www.qualitywriter.com/?p=734#comment-1440 My phone habits are constant -- but all of a sudden, not according to T-mobile. For years I stay well under their 1500min/month plan, and all of a sudden I go double!!?? Nothing has changed in my usual phone habits so how can that be. It's their word is all it takes, and all of a sudden I owe then an additional $400 for the latest bill. My phone habits are constant — but all of a sudden, not according to T-mobile. For years I stay well under their 1500min/month plan, and all of a sudden I go double!!?? Nothing has changed in my usual phone habits so how can that be. It's their word is all it takes, and all of a sudden I owe then an additional $400 for the latest bill.

]]> By: kehanra99 http://www.qualitywriter.com/2009/t-mobile-customer-service-fiasco-small-scams-and-big-downside-in-a-social-media-world/comment-page-1/#comment-1434 kehanra99 Sat, 18 Jul 2009 14:58:17 +0000 http://www.qualitywriter.com/?p=734#comment-1434 I've had a pretty large amount of trouble dealing with T-Mobile's customer service after they have now billed us for close to $1500 for a 6-line demo originally offered to us as free if cancelled within 30 days. I have email records from our business rep detailing the setup of the account and the terms, I have records showing we requested the RMA a little before 3 weeks into the program so we could return the phones. Our records also show it took them over a week to get us an RMA number and cancel the account.<br><br>Two months later we were receiving bills for service on phones we no longer had on an account we cancelled within 30 days of opening. Our rep has been and is still claiming not to worry, that it will be taken care of, while T-Mobile business customer service says they did not cancel our account until our initial complaint about being charged. They can see the RMA and that we have not had phones on the account or even made a call but that doesn't seem to matter. They won't retract the charges, and our business rep hasn't returned an update to me in over 30 days.<br><br>I managed to reach customer service today and they eventually worked their way around to telling me they won't do anything without a requested credit by the store we set everything up with. I contacted the original business rep who told me she's been out on medical leave and won't be back working until August, but will be back in her office for part of the day on Tuesday and will update me Tuesday afternoon. <br><br>I've also just recently received a call from a collection agency hired by T-Mobile, who said they have access to their notes and the rep I talked to this morning entered a record stating no credits will be given on our account. She also said no stores have any corporate affiliation, they're all franchised out, so T-Mobile can ignore their requests and leave the customers hanging. <br><br><br>I inquired about a trial account on Feb 5th 2009<br><br>I received phone information and an order number on Feb 10th 2009<br><br>Trial was marked for 30 days. RMA and cancellation requested on Feb 24th 2009<br><br>RMA number given and phones returned on March 4th 2009<br><br>Phones confirmed returned and credits applied a few days later.<br><br>From then on we've been dealing with getting the original charges for the trial we cancelled and subsequent charges on our account through May 12th, the day I called to find out why we were still being charged. Apparently they didn't cancel our account until then.<br><br>I've gone back and forth with their customer service and the original rep since then...and it looks like they're trying to stick us with a bill for $1466.45 through collections.<br><br>I have email records on all of this. I've had a pretty large amount of trouble dealing with T-Mobile's customer service after they have now billed us for close to $1500 for a 6-line demo originally offered to us as free if cancelled within 30 days. I have email records from our business rep detailing the setup of the account and the terms, I have records showing we requested the RMA a little before 3 weeks into the program so we could return the phones. Our records also show it took them over a week to get us an RMA number and cancel the account.

Two months later we were receiving bills for service on phones we no longer had on an account we cancelled within 30 days of opening. Our rep has been and is still claiming not to worry, that it will be taken care of, while T-Mobile business customer service says they did not cancel our account until our initial complaint about being charged. They can see the RMA and that we have not had phones on the account or even made a call but that doesn't seem to matter. They won't retract the charges, and our business rep hasn't returned an update to me in over 30 days.

I managed to reach customer service today and they eventually worked their way around to telling me they won't do anything without a requested credit by the store we set everything up with. I contacted the original business rep who told me she's been out on medical leave and won't be back working until August, but will be back in her office for part of the day on Tuesday and will update me Tuesday afternoon.

I've also just recently received a call from a collection agency hired by T-Mobile, who said they have access to their notes and the rep I talked to this morning entered a record stating no credits will be given on our account. She also said no stores have any corporate affiliation, they're all franchised out, so T-Mobile can ignore their requests and leave the customers hanging.

I inquired about a trial account on Feb 5th 2009

I received phone information and an order number on Feb 10th 2009

Trial was marked for 30 days. RMA and cancellation requested on Feb 24th 2009

RMA number given and phones returned on March 4th 2009

Phones confirmed returned and credits applied a few days later.

From then on we've been dealing with getting the original charges for the trial we cancelled and subsequent charges on our account through May 12th, the day I called to find out why we were still being charged. Apparently they didn't cancel our account until then.

I've gone back and forth with their customer service and the original rep since then…and it looks like they're trying to stick us with a bill for $1466.45 through collections.

I have email records on all of this.

]]> By: phildunn http://www.qualitywriter.com/2009/t-mobile-customer-service-fiasco-small-scams-and-big-downside-in-a-social-media-world/comment-page-1/#comment-1430 phildunn Mon, 06 Jul 2009 22:51:53 +0000 http://www.qualitywriter.com/?p=734#comment-1430 These "utility" type companies are just notorious. They have no idea that the communication tools they provide are being turned against them and hurting their brands. These “utility” type companies are just notorious. They have no idea that the communication tools they provide are being turned against them and hurting their brands.

]]> By: Mani http://www.qualitywriter.com/2009/t-mobile-customer-service-fiasco-small-scams-and-big-downside-in-a-social-media-world/comment-page-1/#comment-1429 Mani Sun, 05 Jul 2009 22:33:37 +0000 http://www.qualitywriter.com/?p=734#comment-1429 I have had a horrible experience with t-mobile as well... I have had a horrible experience with t-mobile as well…

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