What about loyalty?
I decided to come here to post this as I was just in a text convo and then call for 30 minutes trying to have my service restored. I was trying to set up a payment arrangement because yesterday my accounts were suspended they requested past due amount. Today I tried to pay said amount there is an additional $67 added. I ask could I pay the past due amount that was asked a few hours ago to restore my service and they apply the $67 to the balance? First they said I had to pay the $67 fee before I can restore the service. So I asked if that’s the case why wasn’t that $67 included the first time I looked into the arrangement? (within hours it’s added on) They said I have to pay that in addition to the bill(the amount I was trying to pay) I am a teacher and during the summer funds are NOT there (we already get paid little to nothing through the school year) any who I tried to explain that I’m not asking for the fee to be removed just added to the next bill they said nothing they could do. I have to pay the past due bill and the additional $67 I explained I didn’t have the $67 now but I really need the to be back and I can pay the past bill amount that was requested a few hours ago after being on hold going back and forth 30 minutes nothing so I said okay thank you I hung up. I go to Facebook or twitter to try to vent my frustration and when I get to Facebook I type in t mobile and a pic comes up of me dated 2010 and it says picture taking with blackberry by T-Mobile. I had the t mobile service years before the Facebook pictures as well. I have been with t-mobile for 20 years 20. I may pay my bill late on occasion but I pay it and whatever fees they attach and I need my service to reach my kids but they wouldn’t move NOT remove just move the added fee (a few hours ago) so I can restore my service. Just wanted to know where is the loyalty? All these years giving my money to the company for the service should count for something? Right?
T-Mobile Loyalty
T-Mobile does not reward loyal customers. Real promotions are only for new customers. We trained in our old phones for new, updated phones under a promotion and of course afterwards there was something wrong with the old phones to decrease the value for one and found ineligible for the other. How about rewarding us for years of loyalty? Invest in customers you already have! Stop focusing on stealing customers from other companies and focus on customer service with the ones you have. Word will get out about how good T-Mobile is with existing customers and the others will come. I am very disappointed with how we were treated and my husband is pressuring me to check out other companies. Remember, this is the age of social media. People are asking for mobile phone company recommendations and people respond with both negative and positive recommendations. I wish I could respond with positive customer loyalty for T-Mobile.
Loyalty a one-way street
I’ve been a loyal customer for many years and mostly happy customer too even though there have been hiccups in service coverage. I just loved the quick and efficient customer service, and how the my phone worked so seamlessly when I travelled abroad. However, over the past few days, I’ve been having one of the worst customer service experiences with T-Mobile making me question whether my loyalty is really a one-way street! I’ve spent multiple hours on chat and on phone with customer service and the problems are still not resolved. It all started when I tried to upgrade the iPhone 11 in one of my lines to an iPhone 14 Pro (the line is upgrade eligible). First of all, my online account wouldn’t let me make any changes online (it’s been like that for a long while despite multiple appeals to fix it). So, I had to either use online chat or call in. I explained over chat but after some time I stopped getting responses and eventually signed out. Then, I called 611. I spent nearly an hour. Here, I learned about a couple of issues. First, my account is not eligible for upgrade offer of $800 off for the iPhone 14 pro. Only the Magenta Max is. So, I agreed to make that leap. However, the price for the Max plan was more than what’s quoted online. I’ve 3 lines, and Max shows $47 ($141 for the whole plan) per line. But, on the phone, I was told it would cost me $170. I didn’t get a clear reason as to why I can’t get that $141 rate. Secondly, the company that I work for offers an employee discount of 15% but the rep on the phone couldn’t tell me why she couldn’t put that in. She was checking with a supervisor and a long time went in that. I finally gave up after about an hour as I had to step out. She said she’ll have a supervisor call me back with all the information. As I didn’t get any call back, I called 611 the next day. I had to explain everything again. This time I was told that the Magenta Max 3 lines for 141 is available only for new customers. For existing ones, it is 170. I finally swallowed that and agreed to make that change just to get the iPhone 14 Pro discount. Again, after spending an hour and 15 minutes, the operator still couldn’t make that change. He kept saying something wrong with my account and it is blocked from making changes. After this much time, I gave up and have asked him to call me back when ready. Another problem is the employee discount. My employer’s page shows 15% discount. However, I called T-Mo Work Perks line for existing T-Mo customers. I was told my line may not be eligible. In that case, can I not convert my account to a personal account and get the discount? No, then, you’ve to add a new line. Now I learned that is available only if I add ANOTHER NEW LINE. I already have 3. How much more do I need? Another way T-Mo screws over existing customers. Finally, after more than 2 hours with customer service on the phone and another hour on chat, I’m nowhere close to a resolution! All these started due to my need for the iPhone 14 Pro upgrade. Verizon is offering that for free with iPhone 11 trade-in along with 500 for each of the lines I’m switching. I’ll be switching a total of 4 lines, so that makes it very lucrative deal for me. T-Mo is making me jump through hoops. I’m so frustrated and tempted to jump ship. The only reason I was sticking to T-Mo was because it works seamlessly when I travel abroad. If this continues, I’ll finally give up T-Mo, international or not. TL; DR – 1) I want iPhone 14 Pro upgrade for free (or at least the $800 off) 2) I want 3 lines for 141 on Magenta Max. Why is that only for new customers? If not possible, and it is only available for $170, then, at least give me 15% employee discount without having to add another unwanted line 3) I want to be able to make changes online (Is that too much to ask? I keep getting this message that I can’t make changes online! Why?!). Come on, give some reward for customer loyalty!!From S21Ultra to S22 to the a13 and finally S7 from Sprint
As you see, ive had a string of bad luck that rivals every superstition combined and had to resort to ancient tech by comparison. Im using my fathers old s7 from Sprint only even the T-Mobile reps at the store couldnt even help me. I got a new sim, the phone went from internet capable only with my A13’s T-mobile sim, to phone call only with the fresh T-mobile sim. Then when i could receive calls and texts but not mobile data, outgoing calls failed. Texts were fine….ish. But now, I cannot receive most calls, and most calls take minutes to start ringing only to drop before i can get past automated phone menus. i cant even listen to a song on Amazon Music without significant skipping. To me all this screams “well duh,” its an old phone by comparison. But its OEM unlocked, and i am trepidatious about rooting or flashing firmware as both Samsung and T-Mobile have failed miserably in customer relations neither honoring what rules about warranty and protection which can easily be bent in the name of customer service, and want me to pay to have it serviced….. A FREAKIN GALAXY S7. But i have a mental illness, I can screw up a video tutorial going step by step and this is my last line of communication before i no longer have my coping mechanisms to keep myself safe, i mean that literally as its a severe illness i deal with. Neither company is apparently interested in giving personal assistance to a loyal customer who knows that they absolutely should have honored warranties, or found some kind of solution due to extreme circcumstances. everyone has a sob story, but in that degression of devices, I only got the A13 becasue i was broken down in a parking lot, and police were about to tow my van, my home, promised i could go literally across the street to get a phone from the T-mobile store and in 20 minutes as i begrudgingly walked out with the lowest tier phone so i could call and get help i saw i was already being towed and away my van went. My s22 was broken when I got jumped, beaten to hell, and they were unhappy i had no cash in my wallet. kicker is that multiple times T-Mobile said they would “Solve the problem”, “...We can talk to Samsung on your behalf, dont worry.” and my favorite, “we value your being a Magenta MAX customer.” And before the end of the day i either leave T-Mobile and suck it up for a while and save (a literal POTENTIAL risk of my life) to get an appropriate phone. because im eligible for an upgrade, but T-mobile deals are seemingly great deals like 800 off with trade in, or $0 down with new line. But these are deals catering to anyone who is able to work for a living. The a13 for instance, give me an additional $4 credit so upgrading to an appropriate device is still $500 down payment. Thats roughly 43% of my Social security benefit each month. And truth is when you are trying to get and keep a van running by learning auto repair on the fly, and are under that hood sacraficing meals to keep your dog fed and create a suitable home for the both of you but making sure your dog never goes hungry… you begin wondering where the hell customer service went. because that vanished years ago and now its just a bunch of people who are so concerned with pacifying an angry customer with pleasantries and baseless if not false reassurance that im appalled by the script they are too concerned with rather that speaking as to humans one being a customer and the other working job. all that to say, both companies promised and failed to follow up and help me recover a crucial part of my life that keeps my mental health in check and have no regard even when i ask. But i guess AT&T might and thats my next stop on the computer im borrowing. but my wquestion is i need the flash my firmware, but dont know which version to get for fear of losing even this S&, a sm-g930p because the CSC, I dont see a SPR anywhere in it. I simply want the unlocked out of factory, direct from SAMSUNG firmware while i save for an appropriate phone. But suffice to say, im angry and AT&T isnt my only stop, I fully intend to present this with proof as an example of the state of things for consumers anywhere I can, especially those who go beyond poverty and destitute becomes more accurate.No Incentive for existing customer
T-Mobile definitely going away from customer satisfaction motto and customers are not the priority anymore. All the new plans are for new customers and don't even talk about the Phone deals. I have a plan that is grandfathered and like to upgrade to Magenta. T-mobile refuses to upgrade me with the promotion rate. It is ONLY for new customers. It is upsetting and hates to change carriers. But if this is ONLY way to save and get the best deal, then stay two years and switch. Time to shop around like we used to, when the 2 years contract was the way. there is now a reward for loyalty. I think we are going backward…. LOL, with all that effort to change the industry, making a new trap for customers. SHOP around every 2 yrs switch carriers, NEW WAY