Exceptional employees, but a disappointing experience with T-Mobile's policies and processes
After decades with AT&T (since the Cingular Wireless days), I switched my family's four lines to T-Mobile for its promotional offers. Unfortunately, while the customer service has been exceptional, the financing and ordering experience has been extremely disappointing.
Despite an excellent credit score of 805, I was approved for only $2,000 in equipment financing, partly because I had no T-Mobile history. I learned this only AFTER transferring our numbers. Consequently, I had to pay nearly $2,000 upfront for three phones advertised as being "on us," with promotional credits spread over 36 months. These potential costs should be disclosed before customers commit to switching.
Things got worse when I preordered the iPhone Duo through Apple. I qualified for a $1,000 trade-in promotion, signed T-Mobile's financing agreement, and received confirmation for October 23 delivery.
October 23 came with no phone or explanation. On October 25, delivery was pushed to October 28. Then, on October 28, my order was suddenly CANCELED without warning.
I discovered that T-Mobile's system had automatically canceled the order because I had only $55 in remaining equipment financing availability. Despite having a confirmed order and signed agreement for nearly two weeks, nobody contacted me or gave me an opportunity to resolve the issue. I would have gladly discussed an additional down payment.
Now the phone is backordered until January, and I'm expected to start over.
Here's where T-Mobile deserves genuine praise: its employees.
Branden and store manager Gabby at the Costa Mesa location near Harbor and Baker were absolutely outstanding. They patiently listened, investigated the cancellation, contacted T-Mobile support, requested financing exceptions, and called other stores searching for an available device. They were empathetic, sincerely apologetic, and genuinely committed to helping. Although company policies prevented a resolution, they went above and beyond. I never felt dismissed or rushed.
Crystal at the Eastvale Costco T-Mobile kiosk was equally helpful during my initial transition, advocating for an increase to my financing limit. Unfortunately, all three were told no exceptions could be made until a reevaluation after six months.
Every T-Mobile employee I've encountered has been wonderful. Their customer service actually exceeds what I experienced with AT&T.
But exceptional employees shouldn't have to compensate for confusing financing policies, poor communication, and canceled orders.
My advice: Before switching, ask about equipment financing limits, upfront costs, and promotional credits. Even excellent credit and a confirmed order may not prevent unexpected problems.
Branden, Gabby, and Crystal deserve recognition. T-Mobile's employees have earned my respect, but the company still needs to earn my confidence.
