The Tippity-Top, awww, so cute. :p

Now if I could just get the same thing for Sprint

I want a similar list for AT&T when I switch over in a month and a half.

T-Mobile is fantastic.... if you like really nice phones that don't work.

@thisheregirafFe: They can always rebrand as a paperweight store.

@pecan 3.14159265: I disagree whole heartedly. My G1 is the most incredible phone I have ever used. In fact, I use my laptop about 80% less now that I can do pretty much anything on my phone. And the service is excellent in my area as is the customer service . . .

@noone1569: I agree with you about the G1 and the customer service..now about service in my area.....

@noone1569: I was merely responding to thisheregirafFe. I have no experience using T-Mobile since I wouldn't get reception to some of the places I travel to. I have heard good things about them, but I can't use a carrier that won't work in the mountains.

This is very timely. I had a $100 wrongly-denied rebate issue (from when I upgraded my old Curve to the newer Blackberry Curve 8900 - RIM's best Blackberry, IMO, even without 3G) resolved last night by calling 1-877-290-6323 (found the number in consumerist archives, in fact!), and asking to speak with someone in Exec Cust Care. I was transferred to a man named "Pancho" who reviewed my account, put me on hold for about 30 seconds so he could contact the rebate dept and then came back on the line and offered to credit my account for $100 rather than my waiting another 4-6 weeks for the rebate to be properly reprocessed. I was on the phone with Pancho for literally 6 minutes (after almost 30 minutes earlier in the day trying to get the issue resolved with t-mobile rebate customer care before I got disconnected while I was supposedly being transferred to a supervisor).

I was happy to accept the $100 credit, thanked Pancho for his time and continued on with my evening. While it's unfortunate that anyone has to track down phone numbers and emails for the CEO's office to get a simple problem resolved because the regular CSRs are too incompetent or unauthorized to provide a useful level of actual customer service, it's comforting to know that if you're willing to invest a little more time, you can get that $100 you are rightfully owed with just a 6 minute phone call.

Since all cell service providers suck in their own way, I do find that t-mobile tends to be the least suckiest. I've been a customer for 15 years (signed with Omnipoint back then, which because Voicestream, which became T-Mobile). 15 years ago you sucked it up even if you hated your cell provider, because ditching them meant losing your phone number. With number portability that's no longer an issue, but for the price I pay and the services I receive, I still find t-mo to be the best bang for the buck. I'm on a grandfathered plan that to their credit they have never tried to weasel me out of and comparing the exact services I get with t-mo (2 lines total, incl Blackberry with Enterprise plan, 1500 shared minutes, t-mobile hotspot@home service, 500 txts and internet data plan on the non-Blackberry that hubby uses for $100/month+taxes) to comparable services with ATT (and I have an ATT iPhone as well), I'm getting quite the bargain so it's worth putting up with a bit of cust service nonsense every now and then.

@noone1569:

well that was nice of them. i signed up with t-mobile after being assured my city was covered 'from end to end'. turns out, it's what they like to call 'a limited service area', good for use in cars or outside.

i had to fight with them for 3 months to get my money back.

Can I just get the number for the girl in the corsetty top thing?

Overall, I had no issues when I had T-Mobil. Mainly I was on the pay as you go plan as I was working outside the U.S. as an expatriate and obviously didn't need to pay for a plan which I couldn't use. Shortly before switching carriers, I had a small problem and had to call customer care. To my dismay, pay as you go plan members are now forced to talk to an overseas call center. That is a kick in the teeth because plan members are able to talk to someone locally who can grasp the complaint quicker and actually resolve it.

don't forget to file a complaint with the FCC as well. I had a lobbyist for Cingular (now AT&T) tell me to do so when I was having problems with T-Mobile a few years ago, and it worked.

My Elderly father was a T-mobile subscriber, but then they tried to charge him for an 8 hour call to the operator --- obviously a button accidental button push (my phone disconnects after awhile).

I explained to them what must have happened, and that no one can speak to the operator for 8 hours. Wouldn't hear it. They dug in. Super rude!

One letter to the NY State Attorney General and all was forgiven.

He then dumped them.

@crouton976: Curious that a lobbyist for company A would suggest that you sic the feds on competitor company B... but I'm sure it was purely to help you get your issue resolved.

@battra92: Of course. She works at the Department of Public Safety helpline; her phone number's 911.

@crouton976: Of course a lobbyist for AT&T is going to tell you to file a complaint with the FCC for a competing company. It's the ultimate version of corporate tattle-telling.

Cole Broadman is the head of Product Development. He can't help you with most, if any complaints. You'll get better success if you laser target your EECB to people who can actually help.

@thisheregirafFe: Customer service is great, policies suck though. I bought a janky sidekick slide and have had nothing but problems. Also the only carrier I've ever been with that wants to you to pay for warranty shipping. Other carrier usually only make you pay for express shipping but tmobile wants 10. Pretty sad since my gf has the phone and hers sucks too so I know I am paying to get another POS. Going to cancel both lines and pay the etf since they have been no luck.

I would like to go on record that Tmobile REALLY helped me out with an account problem. I had changed my account to the Freelancer's Union discount and that completely screwed me when the Unlimited Loyalty plan came out. Turns out my account, even when I switched back to the personal contract from the corporate one, was showing up as not qualifying for the plan. No CSR could explain why. I ended up emailing Dodson a nicely written letter and two days later they responded to me. It took a week to resolve but it was resolved.

One suggestion when dealing with corporate. It seems that when they call a TMobile cell phone from the corporate office, it goes straight to voicemail without ever ringing - or at least that was my experience. I had to give a second number because of that. I don't know if this affects everyone or just my phone.

I've only called t-mobile support three times in my 8 years of customership: once to get the sim unlock code for my MDA, once to get the sim unlock code for my Wing and once to get the sim unlock code for my G1.

I have them and think their customer service is the best I've ever dealt with. They have janky policies though like making me pay for shipping for a phone that worked like crap since 40 days after I bought it. Would rather pay the 200 etf than pay then 10 bucks to ship me another possible crappy phone. Sidekick Slide bleh like to turn off on its own while I'm accessing the internet if it lets me connect at all.

Have the Wing and am still (almost 1 year) waiting for the promised update for the slow / infrequent connection that is on the edge system. Dialing is the pits and lack of memory is the real killer for this phone with me.

I love 'em. Had them for 8 years. Very minimal problems. Their customer service is awesome.

Thanks for the info, came at the perfect time. I did receive these two bounce backs from the list of people I sent it to.

Delivery to the following recipients failed permanently:

John.Carney@T-Mobile.com
Mercedes.Avelar@T-Mobile.com

@noone1569: I've been thinking about getting the G1. I really want an iphone but am not interested in switching to AT&T, TMo has been fantastic the entire time [2 yrs] that I've used them.
Why do you love the G1 so much? I'm using a Blackberry Pearl at the moment.

I LOVE LOVE LOVE T-Mobile and would never think about switching. I have been a customer since 2002 and have never had any problems.

I'll keep these names and addresses in my back pocket though just in case...

@ldnyc: "I'm on a grandfathered plan that to their credit they have never tried to weasel me out of..."

Me too! I get such a good deal since I have had the same one for nearly 5 years and Sidekick plan for almost 3, it would be impossible to find something comparable somewhere else.

And the unlimited minutes for "loyal" customers for $50? Wow!

@corinthos: I heard the Slide is not that great but I love my LX. I had a Sidekick 3 before this and never had any problems with either. Sorry you had such a bad experience :(

@corinthos:

Odd...the only phone we've ever had an issue with was a Shadow that had a loose sliding mechanism. They sent the replacement phone overnight for free, and told us to just send the old one back in the same box.

Are you on a flexpay account by any chance?

For those concerned about range: Many T.Mo phones can use any wifi router as a "tower" of sorts, for UMA calling. Plus, for $10/month, we get unlimited wifi calling for all 5 phones on the family plan. That + a free myfaves promo + $2.99 internet + $10 unlimited text/MMS for all 5 lines combined = no better deals to be found!

@veronykah: I've been with tmobile for 5 years, and then two years before that ( a year of sprint in between...the most horrific customer service experience of my life. Neither I, my children, my children's children, and so on will EVER do business with sprint or an affiliate). I've got a G1 and it's great. I occasionally have an issue with text messages not wanting to send when my phone is switching from 3g to edge coverage, but it's rare and pretty much only happens in one spot in my apartment. My apartment is in the middle of the side of a building, looking across an alley, with big trees all around, so I can't really complain about the odd text msg re-send.

As far as loving MY G1...hardware quality sucks, but you'll find that stated in every review. Other than that, the OS is great, flexible, intuitive once you've gotten through that learning curve. There is often more than one way to do something or change a setting, and having a hardware keyboard is nice.

If you want something more iPhone-like I believe they are coming out with a thinner touch screen model with no hardware qwerty keyboard in the future...maybe check out phonescoop.com .

@PencilSharp: Heh.

@ssaoi: The customer service is awesome, but the actual service provided sucks. All the politeness in the world is useless when my phone doesn't work and the CSRs can't help me. I'd much rather have CSRs who can rudely identify and solve the problem than politely tell me that I'll just have to wait three or four days and maybe I'll be able to use my phone then.

Oh happy day that you have posted this entry. T-Mobster owes my hubs Mark $242. Maybe now there is a chance in hell I'll get it back.

As a side note, I was happy to see T-Mobster in the mix of evildoers mentioned in your WCIA bracket.

Our axe to grind with T-Mobster is this:

When my husband and I moved to China, I was able to cancel my plan without a cancelation fee, per their policy of moving out of a coverage area. I faxed over my teaching contract, one way plane ticket to Beijing and the matter was taken care of. Mark also had T-Mobster. He faxed the same information. In fact, he faxed it four times, three of them from China at $5 a pop, and followed up multiple times by phone, from China. The information was conveniently lost or never received, and he was shuffled around in circles with the mini-svengalis in customer service. When we rerturned from China 10 months later, we got a letter from some dirty bloodsucking T-Mobster lawyers stating we owed $242…or else! Mark must have been distracted by the three rather large life changes going on concurrently at the time we received the letter: marrying yours truly, moving and looking for work in the dismal economy. He just paid the damn thing with our ample wedding cash. Thanks for the wedding present, T-Mobster!

Has anyone ever encountered this problem with T-Mobile. I've been a T-Mobile customer for over 2 years now. After I first purchased my phone and set up my account with T-Mobile, I received several calls the first month or so for someone else, a Brittany M. I told these people they had the wrong number and one of them made the statement "she must have changed her number." Some of them called again. It finally stopped for awhile, but I continued to received calls and sometimes text messages intermittently for months and over the fall and winter of 2008/2009 up until 04/09 the calls escalated again; some of them were collection agencies leaving messages for Brittany M in my voicemail.

I finally called T-Mobile customer service on 04/13 and explained what had been happening. It's interesting that after I explain my problem to these people, their reply is always "what would you like us to do for you today?" I don't get it. If I had the solution, I wouldn't have called. She said the only thing they could do is change my number. I was so tired of getting these calls I said to go ahead. Then she went on to me about "how lucky I was not to be getting obscene, harrassing calls like some of their customers."??? She set up the change for me and after my phone was reactivated within 24 hours, lo and behold, I got a text message from an unknown number asking me "are you coming out for my bday?." That was right after the number change and a few days later, I received a call from a clinic, who left a message for someone named Christine in my voicemail, and 2 hours later received a call that was obviously for someone else "a reminder this is your last chance to renew your auto warranty." That's 3 times in 1 week since my number was changed. There's no way any of these calls/messages were related to me. I called customer service at T-Mobile again and explained this to a woman who called herself "Grace" and got the same old "what do you want me to do?" baloney. I told her I didn't know what else to do, except change my number again, which I really didn't want to do. She then proceeded to go on about how "she couldn't find the numbers I gave her in my call record, etc., etc. and that it was probably just a coincidence or a wrong number. She was calling me a liar. She was extremely rude. I don't believe these calls were just mistakes. When I tried to tell her I had the numbers right in my phone and the text message and the voicemail, she cut me off and just kept blabbing on about how she gets wrong numbers on her phone sometimes and it's not a big deal. I got very angry then and told her I'm going with another service provider and I hung up on her.

@Radi0logy:

Contact justin.goldsborough@sprint.com FIRST. He will pass your complaint, note, or any concerns on to a few people in the Executive Account Relations department. I have a few names you might want, but Justin knows the perfect person for particular problems that arise.

Hope this helps.

Michael.Butler@T-Mobile.com = doesn't work

Just got a call from T-Mobile. Pretty much I'm SOL in regards to me saying I said I wanted insurance on the phone and them not putting it on there.

I mentioned the upgrade fee that wasn't mentioned and the person told me that they would refund that plus the taxes on my next bill. Very small consolation instead of paying an extra $150 for a phone that SHOULD HAVE HAD INSURANCE!

He even told me that I should go to a T-Mobile store to get receipts and such ON PAPER instead of doing it over the phone. (Asshole...)

Just more reasons why I should leave T-Mobile.

Thanks for all the great info posted here. I had been debating monthly cell phone bills of $500-700 with T-Mobile regarding their WIFI hotspot phone which stopped billing correctly in December. Last month they refused to remove any more charges leaving me with a $1300 bill. I filed with both the FCC and the BBB. I finally received a call back from an executive care person today because of the BBB complaint. They removed the charges and are letting me out of my contract, because they have no idea when the helpdesk ticket (open since Dec 08) regarding the wifi will be addressed. Here is the number for the executive care person that registered on my phone: 1-800-937-8997. Good Luck to anyone else disputing charges!!!

I had an issue with fraudulent use on my phone after it had been stolen. Though I called immediately to have the phone service on that line suspended, I was told by Customer Service that the line had been reinstated the day after I called and I would be responsible for the charges. The supervisor I spoke to in Customer Service, Ms. Courtney F. was a bit rude but when I reminded her how long I'd been a customer she did try to apologize for her behavior.

Mind you, in one day, even though the phone had a SIM lock on the SIM card, a person text 2,370 messages and download wallpaper and ring tones for $65. Even though I called that same day to have a new SIM card activated, T-Mobile said nothing to me about the fact that during that ONE day, $365.00 worth of text messaging had been added to my account.

Well, thanks to your information, I sent a very detailed letter to Executive Customer Service requesting a refund, and got a response THIS MORING!!!

Maria Pacheco was very gracious and indicated that the charges would be completely credited. I have to give T-Mobile kudos in this regard. I've been their customer since they were Omnipoint, then Voicestream and now T-Mobile, for over ten years -- never had a problem until this and I'm very relieved that I didn't have to go through hell to get them to do the right thing.

Thanks to this listing of email addresses, I wrote an email and copied everyone listed and now when I log into my account, the restocking fee that I had been disputing has been reversed. Thank you sooo much for posting this information!

November 25, 2009
T-Mobile Customer Service and Management:
I have not exaggerated the contents of this letter. If at any time you believe something is not correct check my account history and notes to research and verify.
My name is Ray Roberts and I have been a customer since February 2006. My number is 410.814.????. I currently have 2 lines on my account. My average balance with one line was approximately $140 a month. This is only the first full month with my second line, but I suspect the bill will be just under $200 dollars after paying for 2 blackberry services, insurance, and taxes. I am ending my contract with your company as a customer for over 3 and half years. The reason I am ending my relationship with the company is based on your lack of “customer care” over the phone when I have a concern or issue.
Over the last year, I have had so many problems with your company that one would think it was a hilarious episode of The Family Guy. It started last year when your company started a program that allowed customers to return phones that had equipment or insurance issues at T-Mobile locations. After traveling from corporate store to corporate store being told that store did not participate in the program or did not have a specialist working that day to handle my claim, I finally found a corporate store that was staffed and participated. After living in the store for a couple hours I was told that I was one of certain accounts that had a glitch in it that did not allow me to participate in the program. No fault of my own, but I could not participate in the program. I decided to go to another store and was told the same thing. I than called customer care and was told to go back to the store, and call customer care and a representative will guide the in store representative on how to process my claim. I followed the instructions of the customer care representative and traveled back to the store. The representative called customer care and with both minds at work I left the store with the same broken phone I entered the store possessing. After, numerous calls to customer care, I surrendered and purchased a $250 phone that I currently use. Mind you, I have had insurance since I started my account and was not able to use it.
Let’s talk about the phone that I purchased against my wishes and better judgment. If you research my account you will see that although I have had this phone since September of last year, I have had to have it replace 7 times… Yes seven times, because each phone I received had some type defect. It was only this year I was inform that I could receive another phone, because had so many issues with my current phone(s). The rule has changes each time you call about the phone. You have to it replaced 3 times in a 90 day period. You have to have it replace 3 times in a 60 day period. That policy is no longer in effect. The replacement period starts the first day since the last phone was ordered divided by 3 other phones to the exponent of 3. O.K., I am being facetious, but the point is that I have been told one million different rules each time I call in to mention how many problems I have had with the phone. There was only one occasion when I representative offered me a phone, and the phone that was offered was not a compatible exchange. I have a Blackberry 8820 and I was offered a Shadow…Wow! A business phone for a teenage product!
Let’s get back to my account having this Matrix glitch. In February of this year, I was in a store buying an accessory to protect my unfaithful Blackberry. The store manager approaches me and says ask me how long I have been with T mobile. He proceeds to tell me how I qualify for a special rate plan and phone upgrade special. He introduces me to a representative to enroll me in this special for long time customers. Guess what boys and girls…the Matrix attacks again! The glitch does not allow them to enroll me in the program. I called customer care again, because the in store representative has no clue. The phone representative attempts to enroll me over the phone and again, she was not able to enroll me. I ask why and she said she did not know. I asked to speak to a supervisor and the supervisor did not have reason why I could not be enrolled. So I could not participate in the program
I complained at that time about how I was receiving sub-par service and demanded something be done. I was told to contact the special division of customer service that handles complaints. I sent them a letter via email and received a call back within a couple of weeks to be told there was nothing they could do
In June, I was riding on the highway around 10PM. I had notice I was not getting emails or text messages for the better part of that evening but I really did not pay it any mind. Well, Murphy law kicks in and I have car problems along the side of the road. I attempt to make a call for AAA and no service. I paid my bill! I attempt to place a call again. No service! Again! Again! Again! You get the point. I take the battery out, wait a couple of minutes and replace the battery. It’s a Blackberry so you know it takes forever to restart. I get the hour glass. I wait. The phone is on. I place a call. No service. No service. No service. No service. Cars are rushing by the interstate going 70 miles and more an hour and I have no service. Well, I live in a metropolitan area and I am still in the city. I travel this highway ALL the time and I am on the phone while I am traveling this highway. I know you should not use the phone drive, but it is not against the law in Maryland. Anyway, the point is the phone normally works in this area. I dial 611…no service! Finally, a State Trooper appears behind me reds and blues flashing! I explain my ordeal and ask to use his Verizon phone. Full bars, strong signal, and perfect call clarity. My service returns approximately 4 hours later. Thank God for the Maryland State Troopers and Verizon.
I called Customer Care to report the outage and explain what had occurred and she responds that there was no outage in my area. What? Maybe it was the Matrix attacking again! Who knows! But Customer Care could not do anything because there were no reported outages! I am just the only customer that night who could not receive service I guess!
Time goes on…I learned my lesson and I stayed out of T-mobile stores, but I still call Customer Care from time to time. Here is the straw that broke the camel’s back! I called Customer Care to discuss and pay my balance. After a pleasant conversation with the representative, I asked if I would like to save money on my account. I naively agreed. I was transferred to another pleasant individual on informed me that he could save me over $600 my account. He also told me that I could purchase any phone I wanted and the amount of the phone could be spread over a certain number of months. I found this program amazing. He agreed stating that it was T-mobile’s effort to maintain its customers and recruit new customers. I asked this representative a number of questions before I agreed to enroll in the program. I even mention that with my account I would be able to qualify. I asked him to give me the negatives of enrolling and he told me that the only disadvantage was that I would no longer qualify for an upgrade and that if I wanted to exit T-mobile I would have to pay for the phones. Well, after weighing the pros and the cons I enrolled. THIS WAS THE WORSE MISTAKE I MADE! First, he did not add everything to my account that I previously had including insurance and blackberry’s data plan. We were constantly told it take up to 48 hours for the service to be on the account. We did not get service for a week! We received a total over a $5 credit for our inconvenience. I was excited about getting out of this phone that I constantly had to replace because of service issues, so I begin researching a new phone. I am one of these people who will research a product until my face turns blue before I buy it! Consumer Reports, tech reviews, You tube, T-Mobile’s forum and others…I finally picked a phone I wanted to purchase with my shining new unwrap T-mobile plan. I go to the store and guess what…the representative tells me that you cannot process my purchase because my account would not let him. Sounds familiar! He also tells me that I have a $ 300 limit on my account. I was never told that when the pleasant representative sold me the plan. Now I have to pay the difference. Great! But I still want the phone. All those questions I asked for nothing! He called Customer Care, they transferred him to the credit department…I left the store with the same crappy phone I had in my possession when I entered the store. My account would not allow the transaction. Sounds familiar! I called Customer Care when I returned home and spoke to a representative who apologized, but he could not order the phone himself. I asked to speak to a supervisor, we stayed on the phone for about an hour and he could place the order. He said the computers were going through a system update, his alibi for why I could not order the phone. He promised to call me back in 3 hours. I never received a call. I called Customer Care back and spoke to never pleasant representative. She placed the order, and guess what?…No dice! She promised to call me back the next day when she could figure it out. I guess that system update still updating! Well, I did get a call back from her, while my girlfriend received a call back because she called the other line. She told my girlfriend that I was going to be unable to order that phone and call back to order another phone. What? I was told I could order the ever phone I wanted when I was sold the Even More plan? All I wanted was a Touch Pro 2! I called back and asked for a supervisor immediately, and for some odd reason the again pleasant supervisor was able to order the phone no problem! But it does not end there boys and girls. Seems like my supervisor friend failed to tell me I had to sign an electronic signature to have the phone shipped, although I received a text saying thank you for ordering the new phone and that it was being shipped with a confirmation number! Wow!!!
While, it is not over quite yet! I called to figure where my phone was and I was told it was never shipped because I didn’t sign the electronic signature! What signature? I was mad…I cancelled the Even more! Shall I say I attempted to cancel the Even More plan. I was met with a little aggression. I was told I could not cancel my plan without terminating my entire contract, and playing a termination fee. WHAT! I demanded to speak to a supervisor who switched my plan back to my original plan. Not over! Guess what…no Blackberry service for another 3 days! The supervisor failed to again place the Blackberry plan on our accounts although we have 2 Blackberries.
As I stated earlier, I have been a customer for over 3and half years. I have paid you guys on average $140 a month for 3 and a half years. Based on my total, that’s over $5, 880 I have paid you. Not to mention the 4 phones I have purchased over that period of time. I never asked for anything that I was not entitled to in my years as a customer. All I wanted to was decent service, technical support and that you keep your word! I don’t think you met that very simple service. I am prepared to do whatever I have to do to end my relationship with your company. The price will be worth it. I can go to Verizon or AT&T and get better phone equipment and a better service/coverage area for the same price. Even if the price was slightly higher, better phone equipment and coverage area is worth the cost increase. I would have stayed with you if you could just get it right or at least offered to make it better. Nominal adjustments on my account is nothing when I have spent so much time on the phone with Customer Service, running back and forth to the UPS store to return a broken phone, and just being frustrated with bad service.
I have not exaggerated the contents of this letter. If at any time you believe something is not correct check my account history and notes to research and verify.
I will make my last and final call to Customer Care to end my service when I am at the Verizon store. I will give the manager a copy of this very letter. I will send a letter to Verizon headquarters to let them know that if I receive the same service, I will not wait 3 and a half years to end my relationship. I will post on ever forum and blog relating to your company this letter. I will tell as many as people as possible about my experience. I will post this letter to my You tube and CNN iReporter accounts. The point is that I was loyal to T-Mobile but you did not show me that same commitment. Please remember this as you train your new Customer Care representative to keep in mind my experience with your company. Customer care is more than just asking me how my day is going. It is solving the problems and concerns that customers experience while with your service. I would rather a grumpy person who will solve my problems than be patronized on the phone and not have my problems solved.
Wireless plans are very important to people. Many people are like me and their wireless service is the lifeline to their business. It is very important that a wireless service transaction is a seamless and smooth transaction. Pick up my phone and place a call…order a phone, receive a phone…so and so!I did not experience this seamlessness…I give you 3 and half years to fix it and you forced me to write what seems to be the wireless equivalent to a Dear John letter.
We can still be friends!
Ray Roberts