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5/9/12

Poor Customer Service and No Loyalty? Goodbye, @TMobile. You Won't Be Missed.

Ever since my first trip into Montana for business, I have been fighting with T-Mobile and their coverage.  There are no T-Mobile towers in Montana or Wyoming (at least, none that I have encountered) and I was always roaming whenever I was in either state.

At first, it was no big deal, until earlier this year when they changed their data roaming policies and went from 'unlimited' to 'severely limited.'

I had a big-ass data plan, but that only allocated me for 100mb/month of data roaming.  That's a day and a half for me.  I called, I complained.  If I double my data (and double the price) I can have 200mb.

Not good enough.

I complained some more, and after 2 hours of customer service calls and "oops we lost the data connection" chat sessions, they basically told me "too bad."

When they were merging with AT&T, they bent over backwards to keep their customers.  When the merger was called off, it turned into a "you're stuck in a 2yr contract, and we don't give a shit anymore" attitude.

After 4 years of loyalty, I was brushed off and told to deal with it.

When I complained about them changing the terms of their contract and asked for a penalty-free opt-out, I was denied.

After asking for supervisor after supervisor (and transfer after transfer) they agreed to let one account be terminated early with no penalty.  My girlfriend and I are on the same account, and if we cancelled both we would be penalized hard.

Sorry, T-Mobile.  I considered it for a good two seconds, but your poor customer service and your non-loyalty to your loyal customers have forced my hand.

I'm now a Verizon boy.  Yes, I'm paying a little more, but I'm starting to think "you get what you pay for" when you are a low-priced T-Mobile customer.  I don't feel like someone's bitch anymore, and I'm very happy about that.

And I really hope someone from T-Mobile reads this.  If you are and you want this to go away, email me at lostinidaho@ymail.com.  I want a formal apology, my early termination fees removed and my balance wiped to $0.  Until then, enjoy the negative PR (which, I'm sure, isn't new to you).

T-Mobile sucks, and so does their cut-rate coverage.  My new Droid RAZR does not.  I should have done this years ago.
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23 witty retorts:

meandmythinkingcap said...

T-mobile? I would totally disagree with this, they have wonderful customer service and excellent coverage and I had such a pain with AT&T . And I worked for Verizon and in programming, - you don't want to know.
T-mobile is pretty forgiving and very flexible, verizon and AT&T , I can't dream them to get any closer to that.

Mooner Johnson said...

Brandini. This is one reason why I am so anti-gigantic business. Imaginge how shitty you'd be treated if that merger had gone through.

If corporations are people, as Mitt Romney and his bretheren say, then they are evil fascist assholes.

Our country was in the same fix just over 100 years ago. Big businesses and their leaders were called Robber Barrons. The current batch of robbers are using the exact same methods to fleece and control consumers and real humans today.

Thanks for stirring me up. I'mma smash my T-mobile phone and not replace it. Fuck big business.

Workingdan said...

I am a T-mobile customer and I must say that this..... wait for it........ is absolutely fucking true! I hate T-mobile and their non-friendly service!

I have bantered back and forth with them over and over again! They are assholes! I can't wait until my contract is up because when it is....I'm outta there and will tell them to stick it where the sun don't shine as I'm leaving!

Well said sir!

JJ said...

I left T-Mobile for Verzion last Thursday and I'm also the proud owner of lots of coverage, excellent customer service, and the new Razr. It felt good to tell Tmobile to shove it.

Leeanna Henderson said...

The hubster and I are taking our mobile service to Verizon at the end of this month also. I've had it with them and currently getting ready to tell T-Mobile to kiss my big white ass. Hubster wanted to go with AT&T and I said NO! They drop calls way to much for my comfort. I want Verizon and after doing research found they are a bit more pricey but well worth it when you need the service in an emergency or otherwise. We like to travel to the Texas coast a lot and also to the west part of Texas to see my brother (why I don't know) so we need the service and as big as this state is we lost coverage when traveling. So yes it's Verizon.

Krista said...

i HATE tmobile. They tried to charge us extra/renew our contract when my husband deployed to suspend his line. WTF? and then everytime we want to make a change they are like "oh you have to renew your contract for that" seriously? another 2 years because we wanted to lower our data plan? EFF that. I can't wait til we can switch back to verizon. switching to tmobile was a dumb decision.

The Management said...

Great post. I love it.

Sweety Darlin said...

I think that the minions lost on the interwebz in Idaho with you will be happy to assist in the bad PR for T-Mobile!

These guys are ripping you off and that chick in the pink she's a bitch! LOL

middle child said...

At&T. Not good. Hoping to change to Verizon or at least U.S. Celular.

Crack You Whip said...

I have used AT&T my entire life for everything. I like the big boys.

Pish Posh said...

T Mobile? Spring? AT&T can suck a rotten egg!!

I like Verizon. They haven't been rude, overcharged me, screwed me over, made things difficult at all.

And I've only lost a connection 2 times in 3 years.

AT&T I lost my connection like 78% of the time.

Anyway phone companies, insurance companies, and pretty much just everyone else but bloggers I like can suck an egg.

Anonymous said...

I agree. T-mobile's customer service has declined as of late. They suck. Too bad I'm in a contract otherwise I'd get out too.

Justin Barlow said...

I've been with Verizon four almost five years, the entirety of my time with a phone contract. Before that, it was a year of prepaid phones, which got less and less cost-saving in comparison.

All of them have their downsides, but Verizon's customer service is top-notch. Any time I've had an issue with my phone or plan, they've gone above-and-beyond to help -- I've even got slight upgrades, like when my enV2 failed, and they were currently out. So, they sent me an enV3 without affecting my upgrade date or contract.

T-Mobile sucks. And AT&T can thank Steve Jobs' corpse for their continued relevance.

DogsOnDrugs.com said...

Good for you. I went through a lot of carriers before winding up on Verizon, and I've been happy with their coverage and a couple of sneaky tricks aside, I've been ok with their service too.

I was with Alltel on an unlimited data plan when Verizon snapped them up. And so I am grandfathered into an unlimited plan as long as I have a smartphone. But when I upgraded to the iPhone 4s recently, they only gave me options for new data plans that were limited. I had to call and point out that I was grandfathered in, and then they cheerfully fixed my account back up. But it was definitely an attempt to catch me napping.

Super Earthling said...

Oh this post just makes my blood boil! I hate being treated like a moron by corporate slugs who clearly don't give a damn.

Good for you for standing up for yourself, Brandon! And I think it's great that you've posted publicly about what happened.

We've been with Verizon for a long time and have never had any problems--I hope your relationship with them is the same.

--Susan

E said...

Verizon is the only place around here that provides service out of town.

LogAllot.com said...

The only highlight was the possible merger. Once that took a dump, so did their service. I am a customer and everyday await the time when my contract ends so I can get out and go to another service. I agree too many areas with NO Towers and no service.

Thank, Q said...

2 year agreements are the devil. They are a sham! No one should have to coerce you into signing a contract with them. Companies should coerce you to joining them by giving you the best service.

Black Women Dating said...

Probably not the best service ever. But I had troubles with another, 'best' ones as well.

Anonymous said...

I too have had to call every month about charges that should be on my bill .. And even today I called them my plan was 59.99 and every month and pay over 100 dollars for it. when I asked for a more reasonable plan they try to put me on plan that was 11 dollars 60 cents less but instead of unlimited talk time I would only have 500 minutes and restrict data. all I want is the plan that I originally signed up for.

Bob Tenbrink said...

The worst customer service of any company I have been with. They love your business but when there is a problem look out! They transfer you all over the place, put you on hold then don't answer, don't call back, drop your calls etc. etc. As soon as I can get my family to switch we will give Verizon a chance!

Bob Tenbrink said...

Talk about the worst customer service of any company I have encountered! I spent three days, 3 hours and 20 minutes on the phone, got my calls dropped, no calls returned, shuffled from several different agents, put on hold for 10 plus minutes at a time and never got any resolution. Because of two incompetent employees the company could not credit my account for fees I never used. I went from a flex plan to a monthly family plan. The flex plan was supposed to have been cancelled in May. I guess they would rather screw me out of $32.13 than be worried about my new account that costs me $64.00 a month. DUH. Never Never again will I purchase T Mobile. As soon as I talk my family into it we will try Verizon.

Anonymous said...

HAHA T mobile what a joke, I've been with them about 7-8 years now. They illegally extended my contract without notifying me??? I got a new contract in 2010 how does it end in 2014??? I call them now im out of contract thank god. At&t or sprint im to sure.

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