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MixedFeelings
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Joined 18 days ago
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Mixed Feelings about T-Mobile
I've been at my company over 35 years. I've been managing our Verizon account for 35-40 lines of service for over 25 years since they bought out GTE Mobilnet. After watching Verizon's customer service literally fall over a cliff, I finally made the decision to move all our lines of service to T-Mobile. No issues with the network quality, which is superior to Verizon. Greatest competitive advantage T-Mobile has is allowing business customers to speak with stateside customer service. Losing that was the beginning of Verizon's downward spiral in my opinion. However, the one thing that is literally HORRID is T-Mobile's billing procedures and order paperwork. The latest example is that I ordered 8 phones at once and need to allocate the total cost associated with each device to the respective user so, I obviously need a break down. However, all you see on the bill is an aggregate total of $2400, followed by 8 rows of identical text for each piece of equipment with different amounts and then 10 rows with identical text for tax with different amounts. Why there are 8 charges for phones and 10 charges for tax, I still don't know. And there is NOTHING to say the model of the equipment or the associated cellular line. WORSE, it was a major feat for T-Mobile to try to figure this out for me. I sent 8 separate emails requesting this information and each response was more clueless than the last. I finally called and got a WONDERFUL CSR (thank you KiKi) but it took her 50 minutes going through paperwork to try to break this apart herself. I'm still not 100% certain we got it exactly right but felt it was close enough that I didn't feel I was grossly overcharging any of the users. This is literally INSANE. I got these devices through T-Mobile because they provided deep discounts for bringing over the new lines of service but I will NEVER, ever, ever buy equipment through them again. I will order directly through Samsung or Apple who will give me straightforward invoicing to show the total costs associated with each user as anyone would expect. I have a lot more to rant about on the billing front, but will save that for my next post.7Views0likes0Comments