Although I'm grateful with the the various options to interact with T-Mobile support, whether through the T-Mobile USA Android App (if/when working ;-), or the Community Support site (if/when you can get access - thanks to the Community moderators - working for me now after great consternation! ;-), or via a call to 611 (if your phone is working ;-), or my.t-mobile.com and Message us/Chat (if you have valid account access and allow third party cookies to be enabled and a browser that works with what looks like a T-Mobile Winderz centric site - boo - hiss - use Linux! ;-), or via email (if you Google the T-Mobile CEO email address which is then referred to an Executive Response support specialist), or via Social Media (Social Media = Evil - the opposite of what is known as good - have you been paying attention to the news recently? - do you care about privacy? - do you care about security? If yes - STOP the Social Media evil, but I digress...). We need/desire an email support communication option, again, please. Pretty please?
So from personal experience and from reading these forums, the T-Mobile support ticket process is BROKEN. (Badly broken, by a lot!) I have opened tickets and have never received a follow-up. I have opened tickets and called to get my ticket numbers - wasted lots of time. I have opened tickets and called to review the tickets - and it was, well, bad. Very bad! Frankly, after more that one of these calls, I have called about open tickets only to be told that the ticket was closed, and have had to open another ticket. Unacceptable (but I have more "salty" comments)! So I have started looking at T-Mobile alternatives, and I have not switched to another carrier, yet, but I have recently purchased an unlocked phone known for support on MANY other carriers ;-). It would seem that some T-Mobile support staff and/or engineers are "gaming" the support ticket process - not necessarily their fault - it is probably the fault of the process/procedure/system.
Note that I an a T-Mobile customer for almost a decade. I am a T-Mobile supporter (I have friends and family using T-Mobile on my advice.) I WANT T-Mobile to be successful...but...
I would like to suggest that all valid T-Mobile customers be able to OPEN, VIEW, UPDATE, CLOSE, RE-OPEN (if closed without a valid closure or closed in error) support tickets. Also, all valid T-Mobile customers should be able to VIEW all open and closed support tickets. Full transparency - full disclosure, please. Thank you!
Closing a support ticket without the consent/communication of/to the customer ticket opener is patently unacceptable.
We want more communication. We want full transparency. We want full disclosure. We want the Un-Carrier back.