T-Mobile Rep Parries Consumerist Complaint

Back in February, we ran Sam C’s complaint about a T-Mobile price increase for text messages, raising it from five cents to ten cents per message. On the page detailing the change a footnote remarked how long the “discounted” price would remain in effect. Our complainant compared it to the novel 1984, wherein, “Winston notes that people had demonstrated to thank Big Brother because their chocolate ration had been increased to 20 grams. (when it had actually be reduced to 20 from 30).”

The rate increase really annoyed Sam as all he could do about it was kvetch.

However, an email from an alleged T-Mobile customer service rep tells us differently. “Customers actually had 30 days after recieving their statements in january 2006 detaiing the increase in charges to cancel WITHOUT an early termination fee,” says Matt G.

Thanks Matt! Now that’s what we call customer retention!

Comments

Edit Your Comment

  1. DCB says:

    Verizon wireless just increased my rate to read text messages from 2 cents to 10 cents. That’s 500%! Sending is still 10 cents.

    They are pushing hard for everyone to get on text messaging bundles.

  2. SamC says:

    Not only did I kvetch, I got sarcastic!

  3. madderhatter says:

    I just left t-Mobile a couple of days ago – been with them since they were PowerTel. Wouldn’t give me a “single” incentive to re-up a contract that I haven’t been in in a year (free agent). Fine. Cancel both accounts effective today … hello Verizon. Good retention job there, bub.

  4. 6614723088 says:

    I am also with T.Mobile they are billing me for text messages (alerts) that are being sent to me. I never requested these. They refuse to credit me for these they offer me to change my number which is an inconvenience. why should i have to change a number that they issued to me and was supposed to be new and reset. I asked well if you change my number wont the next person have the same problem? They answered: WELL IT WONT BE YOUR PROBLEM!!!!! I said wow! That tells me alot about your customer service.

  5. Danekay says:

    American Airlines Fiasco. My wife and I(Daniel A. Krich) flew on Jun 26th with a scheduled 12:50pm flight from Irvine, California. We got there with 2 hrs. to spare, and the flight was canceled. We arranged for a later flight at 11:45PM out of LAX with Business Seats. We rented a car for $170, got there at 9:45PM. My wife got a flight status text from AA saying it was delayed until 1:05. We avoided returning the car in case of flight cancellation, and my wife went in to business class line to find out about the delay. There was no one to help, and after a half hour she got to the desk and was told American made a mistake, and the flight was on time. She then called me, I went in with the bag to check it, which took another half hour. As I’m waiting on line, two people were available to speak to and I asked for their help, and in response was told “You’re not first on line so we’re not going to help you!”. Shocked, I finally got to the desk at which point it was 10:50. Recognizing that their was no way to make our flight, I told the man the situation and that we have to reschedule for the next day. The man offered coach seats on a 6:30AM or 1:15PM. I chose the 1:15. I asked for two seats next to each other. He rudely replied, “But you weren’t next to each other in Business!!” I replied that in business any person is kind enough to trade on aisle seat for another. He gave us two seats and rudely said “Make sure to be on time or you’ll be bumped” at which point I yelled at him for it being American’s fault. In reality the flight only took off at 12:30AM, meaning we could’ve made the flight. we went home for the night to my parents’. The next day we arrived at 9:45AM and got to a horrendous line. An AA women was kind enough to let us onto the business line, at which point we spoke to a helpful supervisor named Erich Covey who was shocked at the service from the previous night. He told us there were no available upgraddes, but we had decent seats, and gave us a food voucher. He explained he couldn’t give us free tickets but that American surely would. We got through security and the flight was delayed until 3PM. At 3:15PM we took off, and around 11:30PM Eastern time when we should’ve landed, the flight was diverted to Syracuse. I need to mention that my wife is 5&1/2 months pregnant. She was hysterical after the way we were treated. We finally arrived in JFk around 3:30AM, getting off the plane at 3:45 and to baggage at 4Am. WHile waiting for the bags my wife went to the restroom and cam back crying hysterically as she saw blood. I calmed her, and realizing we wouldn’t get our bag went ot baggage services and requested that they deliver it after explaining I needed to take her to NYU hospital. The lady gave me a number to call and didn’t assist me at all. When I went back, my wife still a little irrational over her fear went to the desk and asked them to hold it. The lady then began to call the police on her. At that point we left to nYU hospital where thank God everything was ok, but the doctor’s attributed the bleeding to the stress of the flight, something which could’ve been avoided had we been on the 11:45 red eye. We got back from the hospital at 6AM. I called AA Baggage Services and was told that it would arrive within 4hrs. I left my phone on loud and went to sleep. At 3PM, we had received no call, and I called at 4PM, at which point they said it was an eight hour window, meaning at 12Am it should be by us. Mind you each time it took 30-45 min. to get through. At 10:15PM I called again to make sure it was on its way. After 30min. I got through and the lady was trying to help me. After she couldn’t get through to JFK, she said I’d have to try on my own. I asked for a supervisor. SHe got through to someone, and said it would be out the next morning between 8Am and 12PM. I asked for a name at JFK that I could speak to if it didn’t arrive. She responded they don’t give out names. I asked again calmly that there is back up, and its reasonbale it may not get to us, and I’d like a name I can call especially after being lied to twice as our name never went on the list in the first place. She responded that if I ask for a name at JFk again, she won’t verify the delivery and will disconnect me. I calmly asked for hr name so at AA I can speak to someone. She disconnected me. FUming, my friend tried isntead and when speaking in the nicest fashion possible the women just blew up at him. We called customer service at 1AM, and received the number for the delivery service, to have confirmation if our bag was picked up. The next morning it still wasn’t sent and we were forced to borrow our friend’s car to retrieve our bag. After being treated horribly the past few days I figured they’d charge us for a storage fee. Luckily they didn’t sink that low. After this I don’t feel any one should fly AA with such service, to be treated like this by supervisor’s, in business class, and my wife being pregnant, giving her enough stress to bleed and endanger our baby.