I have been a Tmobile customer for over 17 years.
I used to be a strong believer that Tmobile provided good customer service that was focused on customer satisfaction. If not, I obviously would not have stayed with Tmobile this long. However, that is NOT the case anymore, and if Tmobile doesn't fix this, I am predicting that they will likely go out of business. Customer servicing is everything.
I can name several reasons I am unhappy with tmobile's customer service, here are a few:
- Tmobile's website is full of glitches. In the age of agile software development, updates are fast tracked, but that is no excuse not to properly system test the changes and ensure that your customers aren't sent in endless, illogical loops that keep them from getting what they need from you. Need an example? Login yourself and try to order a replacement SIM card for one of your lines. See what that experience is like for you. I guarantee you will end up scratching your head wondering how you got to a page that makes no sense at all, and without any idea how to get what you need. You want a replacement SIM? No, sorry, you will only be directed to a page to order a new phone. That is not customer service. If the issue is using an off-shore development team, then it's your responsibility to ensure that someone within the organization is reviewing and approve the results.
- Live chat, replaced with the equivalent of text messaging, which if you are an existing customer, you will sit and wait and wait for each response, while the rep is obviously texting with several customers at the same time. Nobody in their right mind would try to convince anyone that this constitute good servicing.
- $20 fee both in store and online for purchasing and activating a new phone. News flash: If you are losing money, they way to fix it is to do some root cause analysis on why you might be losing your share of the market, not just tack on fees. If we are purchasing a phone, you are already making anywhere from $400 - $900 from us! The least you can do is assist with purchase process without also charging us extra for that... if you don't recognize that it should be a service included with purchase, that would be part of the reason your organization is about to fail.
- I purchased a phone recently online, myself, so I wouldn't have to pay $20 for you to help me place the order. The phone arrive yesterday with a dead pixel. Called 611, got lead in circles for 15 minutes by customer service, then transferred to tech support who then informed me that I needed to go to a store, so they could print me a shipping label, so that I could ship my phone back (and be without a phone), until Tmobile then mailed me a replacement. I had to inform the customer service rep that she was going to send me a replacement, and include a shipping label so that I could send back the defective phone once I received a replacement (like had been done for me in the past). You know what she told me? She said she didn't know that I wanted her to do that. Then she said that she can only send refurbished phones. I had to inform her that my original purchase WAS a refurbished phone. She said, "oh I didn't know that. It's showing a note 3" -- which was my old phone. I asked her if she did not have the ability to look at the purchase that I made. She did. She checked, and saw it. She then fumbled through attempting to arrange the replacement, and then explained that when she attempted to process a replacement order, THEIR SYSTEM still shows my old galaxy note 3 so when she tried to do the replacement order, it tries to send a note 3 and she was stuck. I ordered it online, as an upgrade to the note 3, so obviously it's a problem in their system. Now flustered, she put me on hold, tried to transfer me back customer service. After being one the phone for over an hour, THEY HUNG UP ON ME and my problem is still unresolved.
I'd like to believe that the organization's executive team is unaware, and obviously, they can't fix it if they are unaware. The only other possibility is that they lack the sense to recognize the problem, or the wisdom on how to fix it. Which takes us back to my initial statement, Tmobile will be out of business in the near future.