Tmobile is yet again as number one in customer care., according to the J.D. Power and Associates 2008 Wireless Customer Care Rating. Tmobile scored 105, Verizon comes just behind at 101, Alltell and AT&T tie at 99, and Sprint puts in a poor showing at 83. The survey measures quality of interaction with customer service reps, automated response systems, in-store visits, and online chats. Tmobile consistently ranks high on the survey due to a company culture dedicated to solving problems on the first call. As for the other providers? The subheading on the rating agency’s press release says it all, “When Customer Care Issues Are Handled by an Automated Response System Wireless Provider Performance Drops Dramatically”
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Tmobile Sued For Charging For Unwanted Text Messages
By 1.31.08
Tmobile was hit with a class action suit yesterday over its charging customers for unwanted text messages. Unscrupulous marketers can get your cellphone number, send you “premium” texts (for dating services, daily jokes, horoscopes, etc), and then have Tmobile bill you for them. Tmobile gets to keep a piece of the profit. Other cellphone companies let you disable text messages sent from the internet, where most text spam originates, or turn off text messages all together. Tmobile has refused to give customers this option.
Class Actions: T-Mobile's Mandatory Arbitration Clause Ruled "Unconscionable"
By 1.25.08
A class action lawsuit can proceed in Washington after the Ninth U.S. Circuit Court of Appeals ruled T-Mobile’s mandatory binding arbitration clause “unconscionable and unenforceable under Washington state law.”
Suing Big Companies In Small Claims Court Is Fun And Easy
By 1.21.08
Taking a big company to small claims court sounds like a big hassle but reader Bill has done it successfully three times. He says the time and effort spent on taking a company to small claims court is far less then how it long it takes to get companies to fix above-average in complexity problems. [More]
Email Tmobile Executive Customer Service
By 1.12.08
ExecutiveResponse@T-Mobile.com is the email address for Tmobile’s team of high-echelon customer service specialists. One of our readers was able to use this email address to get Tmobile to give her a rebate she felt the cellphone company had unfairly denied.
Update: Reader Escapes Tmobile Without ETF Because He Has No Service
By 1.11.08
Victory has found the reader reader who couldn’t get any calls on his Tmobile phone, and yet they wouldn’t let him leave service without paying the dreaded Early Termination Fee. First he called the Retentions department number we gave him. They said they would cut the fee in half, but still charge him. “Considering the amount of time I spent on the phone, they should be paying me,” wrote Evan. Then one of Tmobile’s PR people stepped in, waved a magic wand, and now Tmobile is doing what they legally should have done all along, let Evan go without charging an ETF.
Even Though You Can't Get Service, Tmobile Won't Let You Leave Without Fee
By 1.10.08
Evan sent the following complaint letter to Tmobile’s CEO:
I am a T-Mobile customer from Miami, FL. I am writing you to report the unconscionable treatment I have received from T-Mobile over the past six months. For the past six months I have received no cellular reception in my area. After repeated calls and technical checks, the T-Mobile technical team issued a report stating that there is no coverage in my home and T-Mobile has no intention of upgrading the service in my area. I was initially told that upgrading my equipment to a new phone may resolve my issue. After a contract renewal and significant expense for the new equipment, my service is no better than it was previously.
Rat-Infested KFC/Taco Bell Is Now A T-Mobile
By 12.26.07
Worried about consuming any type of food at the former location of the infamous rat-infested KFC/Taco Bell in New York City? We are too. That’s why we’re glad to hear that the new tenant is non other than our giant magenta friend, T-Mobile.
Tmobile Executive Resolutions Fax Number
By 12.17.07
If regular Tmobile customer service fails ya, you could always try faxing their executive resolution team. It might do you as much good as faxing the local Chinese store, but hey, it pays to dream.
Tmobile: Pay $239 For Calls You Didn't Make To Africa
By 12.17.07
Mike had his phone stolen and $239 in fraudulent calls made to Africa on November 4th, and even though he reported the charges on November 5th, Tmobile says he still has to pay up. Their inviolable policy is that you’re responsible for the charges up until you report the phone as stolen. Mike recorded his failed attempts to get Tmobile to credit his account.
By 12.5.07
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A reader reports that Tmobile customers can access their accounts again over the phone and internet again. Previously, the giant West Coast storm had knocked the system out of commission.
Severe Flooding In The Northwest Knocks Out T-Mobile's Customer Service
By 12.4.07
Hey ya’ll. I just wanted to alert your readers to the fact the T-Mobile USA’s customer care (1-800-937-8997) is offline right now. It has been since sometime yesterday. Apparently they house all their system stuff in Seattle, WA or Portland, OR or one of those currently waterlogged states. Well, it has caused all their stuff to crash. I called last night and then again this morning and waited past their automated system telling me that they could not view my account info thru the IVR and that the CSR’s were unable to view my account info and to call back later. I spoke with a polite rep Cassie who said that they did not have an ETR on when their systems would be back up and running and that I should try calling back later on today.
We called T-Mobile and sure enough they’re currently unable to pull up anyone’s account info due to the storms. No word on when it will be back up.
T-Mobile Selling Unlocked iPhones in Germany
By 11.21.07
Ars Technica says that T-Mobile has been forced to sell unlocked iPhones in Germany for just under US $1,500. The (temporary?) unlocked iPhone sale is a result of a lawsuit brought by Vodaphone (which is part of Verizon here in the U.S.) that claimed locking a phone to one carrier violated German law.
Tmobile Introduces $18 Phone Upgrade Fee
By 11.12.07
Starting today, Tmobile will charge existing customers $18 when they buy a new phone. In an email shared with The Consumerist by an inside source, Tmobile told dealers that the new fee will help underwrite the cost of selling subsidized phones to new customers. Tmobile told dealers that acting positive when mentioning the fee would help to discourage customers from raising objections. Oddly enough, if an existing customer upgrades their phone without extending their contract, the fee will not be assessed.
Reader Gets 5-Month Old Overcharge Fixed After Calling Tmobile Executive Switchboard
By 11.8.07
“I woke up this morning particularly frustrated and decided today was the day I was chaining myself to the local t-mobile counter. You know they make you feel like you could be capable of these things. I thought if I wore my best shoes and handbag, people would know I wasn’t crazy :). Deciding against this course of action after about 3 coffee’s, I searched on the internet. After about 30 minutes, I found your article.”
By 11.6.07
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Apparently, T-Mobile has trademarked the color magenta and has even sued one other company over their use of the color in an advertisement. Um, what? In other news, we’re looking into trademarking kitty cats and science. [ColourLovers]
T-mobile Apologises For 3 Months Of No Service With $5 Off Bill
By 11.2.07
Nadine writes:
I recently switched to T-mobile thinking I would get better service at a fair rate. Unfortunately, since the onset of my contract with T-mobile this hasn’t been the case. In the past three months I have experienced major communication difficulties. I have been unable to receive phone calls and many of my text messages are not going through. I have been calling T-Mobile’s customer care to no avail regarding this problem and they informed me that they were experiencing network difficulties in New York City. They claimed that the problems were being worked on. As time passed I continued to experience the same difficulties but to a greater degree. My callers had to text me because they couldn’t get through when calling. I called for help but there was a different excuse given as to why the service wasn’t working…
Updates & Refutations
By 9.25.07
Tmobile says they fixed Motoko’s fraudulent bill complaint. Motoko disagrees..An insurance claims adjuster would like to adjust several of the claims made in “10 Things Your Auto Insurer Won’t Tell You”Two airplane manufacturers and a UCLA professor take issue with a Dan Rather Reports episode…
