News & UpdatesDiscussionsMagenta Lounge spent 7 hours on the phone trying to resolve several issues with T-Mobile( I know, Unreal). I do have a life and if I wasn't the plaintiff in litigation, I would have taken Sprint( though I think I will be right back here soon) or Verizon on their offers of 2 new I-phone 7+'s. unlimited everything, about the same as all in one, as a business owner I am loyal to those with whom I do business because I want the same.


    I have been a customer for 14 yrs. with T-Mobile, referred 25+ employees, friends, family, etc. I have had my up and downs but lately it has been a whole lot of downs, around the 1st of 2017 I was an hour away from having my services switched, I cancelled it at the last second. I have been down a path of deception, ignorance, and the occasional very helpful individual. Tomorrow I am deciding whether or not I should stay with T-Mobile.


    I bought 50 I-pads through T-Mobile, I have been assured by two former members of the "loyalty" Department that they can match or come close the other companies offers. Several quick questions....


    1) Does anyone know another individual that has been in my situation and never been compensated for it in one way or another?


    2) Why do CSR try to not get me on the phone with the loyalty department? Yes, physically stop, prohibit , disconnect. ( Solve the Problem themselves...) Nothing happens


    3) 7 hours+ today, 10 seconds from a very kind and understanding Rep named Michelle, whom randomly heard my 4 yr. old ask me if I could come help mommy( whom is pregnant). Bad service, no value in retention. what?


    Please provide feedback. I'm so pissed I think I would be joining Verizon either way, just figured I'd post since I have been dealing with this all day, which literally ruined my day and week.

      All replies

      • tmo_lauren

        Re: Loyalty??

        Thanks so much for reaching out!


        Just so I can get a better grasp on the situation, were you made an official offer by an employee that there would be price match of some sort? Were these upgrades or for new lines of service?


        Thank you!



          • magenta1379779

            Re: Loyalty??

            stop screwing us with our plan,  my plan was $120 for 4 line, and have been changed, now back to basic plan.......lol

            • anthambermax

              Re: Loyalty??

              Yes, I was made more than one official offer. I was offered two IPhone 7+, unlimited everything by both Sprint and Verizon, I was literally an hour away from switching and then I called in and was told that "loyalty" would fix the issue. Oh and $650 towards bill of nothing . Offered to send copies of both offers.


              nothing happens.


              I am posed because I am paying 180 for everything and one of my 20 yr old employees walks in one day and has 2 phones for 100 bucks, same offer, he had been a customer for 15 minutes

            • stevetjr

              Re: Loyalty??

              anthambermax  are you dealing with the regular CSR's?  It sounds like you are using T-Mobile for your business, they actually have a business sales group now, just wondering if that might be a better solution for you if you aren't already using that avenue within T-Mobile.

                • anthambermax

                  Re: Loyalty??

                  I've done both, once I bought the 50 iPads, I was switched back to "normal".


                  I have been treated well in the past, now everyone I speak with is a specialist and can fix the situation

                • notahappycamper123

                  Re: Loyalty??

                  Just have to agree totally with you - I could not have said it better myself. I have the exact same sad experiences in the past 4-6 months. I too LOVED their service and was very loyal. (sigh)

                  • tmo_lauren

                    Re: Loyalty??

                    anthambermax Typically it's pretty involved to change the account type and can't be done right after purchase, you should still have access to your business rep if you previously had one, especially if it was their offer.


                    We don't have physical copies of offers to provide, but there are notes supposed to be left in the account.


                    If these notes do exist, you should definitely reach out to our T-Force team and see if they can do some searching and help find what's going on!

                    • ericatwood

                      Re: Loyalty??

                      I been with Tmobile over 12 years and there is no customer loyalty regardless of what tmobile says. We recently tried to upgrade or get a deal on similar phones to what we using.  We got the loyal customer BS and then they offered us the Note 8 for over 30 per month, the same offer as buying the phone as a new customer. They also offered us a note 5 to  replace my note 4 which are both over 2 years old and worth nothing. they also offered ne 55 dollars for my Note 4 tradein for which they would sell to another sucker for more than triple that price. Tmobile cares only about the money you spend, no such thing as customer loyalty or there is and you won't get anything for 12 yrs. Should've switched years ago.


                      Go to another provider with a better deal and a similar contract

                        • Re: Loyalty??

                          Contracts no longer exist. You are a new customer every month that you re-up and pay for your service. With no contracts your only obligation is to pay off the phone and either 24 months or less. Once you pay off the phone if you were paying only one you were no longer under any obligation to any carrier.

                            • kimkazper

                              Re: Loyalty??

                              I would agree after being part of tmobile over 10yrs. Starting in 2016 I was seeing a big change in customer service, the loyalty dept. is now removed for help. I have experienced horrific situations lack of knowledge an no loyalty. Through the years I have sent many people to tmobile w/ a great feeling an appreciation for the company, an felt they needed to be rewarded for their customer care. Today, I cannot say this an now have regret for sending people to them. I truly hope that the powers that be take note an remember everything that goes up must come down. This company who was #1 in customer care has now dropped to the bottom. I now unfortunately an sadly have to direct people away from tmobile. I am currently now researching which company to switch to an take my entire family with me. Please pay attention, people don't want to leave but given no choice. Thank you for the years of great customer care by your loyalty dept. they were amazing.

                                • nelfar212

                                  Re: Loyalty??

                                  Like you I've been a Tmo customer since 2007, the Loyalty dept still exist, just spoke with them last week, Let's kind of tackle one problem at a time. T-Mobile no longer subsidizes phones, we will pay the same amount for a new device or promo as new customers, Where our longevity kicks in, we allowed to remain on plans that are substantially better for example I'm on the Simple Choice Family Plan(No longer available) it's $150 with include 4 lines additional lines are $30, and they include Unlimited 4G LTE all lines, 14gb LTE hotspot data with a whole bunch of goodies, while the TMO one offers $120($40 a line) on autopay  unlimited 4g Lte and unlimited 3g hotspot(upgradeable for a fee) so as you can see there are advantage's to my current plan vs. TMO one which newer customers cannot get. Now here's where my plan comes at a disadvantage Tmo recently offered BOGO Samsung NOTE 8, S8 and 8+ to take advantage of the offer I had to add a voice line @$30  a month, where as someone else who doesn't have a plan that requires a certain amount of lines could cancel one and add one to satisfy the promo, So all this is to say Know what the in's and outs of your plan that way you can maximize any promo's offered by TMO.


                                  So I actually lucked out, I got two NOTE 8's(BOGO), $1860 total less taxes for $930 for both, I added a line under the AAL promo 50% @for $12.50 vs. $30 which is still $300 over the course of the 24 months. So I'm still saving $630 in the long run. I've been both with Sprint and AT&T, which both have horrible customer service as a matter of fact Sprint call center's are contracted, I know this because I lived near one in Silverdale, WA. so it made sense why they didn't care.

                            • magenta2137029

                              Re: Loyalty??

                              The more i read the more i realize I'm not the only person dealing with this crap of so called service received by reps from T-Mobile dealt by this so called special dept for the long time members... absolutely awful horrible nonsense gibberish they throw at you and absolutely couldn't care less about you way.   I certainly ahe with all complaints as I've experienced them all in the lat treo years or so and had gotten progressively worse with each passing day.

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