Branched from an earlier discussion.

No connection

magenta5796515

    No Connection at all in Detroit, MI. Poor service data, cellular, and text. Even worst customer service. Waited over a week for a follow up call, currently 8/9/2018 @ 12:00pm on hold over an hour. Even the team manager, 874991, doesn’t return calls, follow up, and is very unprofessional.

      All replies

      • magenta5796515

        Re: No connection

        Rep identiification # 8474144, 8474344, 8474591, 8474012, 8474991, 8474591 are unprofessional, offered no follow-up, or resolution. Very unhappy that these representatives devalued my service.

        • tmo_chris

          Re: No connection

          Hey magenta5796515

           

          I am sorry to hear that you are having issues with your coverage! Did you happen to get a service request or ticket number?

            • magenta5796515

              Re: No connection

              Yes. Several tickets were made and closed with no follow up to me. I have

              been in contact with Brandon, Team Manager, in Chattanooga, TN, who is

              supposed to contact me by Monday, 8/13/18, to follow up with my concerns.

              This has been an ongoing issue that I have recently written Customer

              Resolutions to make a formal complaint.

                • tmo_chris

                  Re: No connection

                  Oh okay, I know it is pretty early still for Monday but please do let me know what the outcome is with Brandon.

                    • magenta5796515

                      Re: No connection

                      Never heard from Brandon today. The lack of follow through is ridiculous.

                        • tmo_chris

                          Re: No connection

                          I am so sorry magenta5796515 I am unable to see your account to see the status of the follow up but if you have a Facebook or Twitter account, you can use the icons in my signature to message our T-Force team. They will be able to securely verify your account and check the status of service ticket as well as the status of Brandon's follow up.

                            • magenta5796515

                              Re: No connection

                              No I’m waiting on a reply from my Service Manager, Brandon. The only follow

                              up was not a resolution that T-mobile should be proud of because there is

                              no accountability to my numerous issues with multiple lines except to tell

                              me it’s our devices. Not accepting that resolution when T-mobile still

                              sells our phones, and have an entire Apple Support team. (For what?) I have

                              written a formal complaint to customer resolution and will also pursue BBB

                              in near future. I’ve requested my tickets remain open because the issues

                              have not been addressed. This is draining because I pay this company not

                              work for them... My time is money.

                                • tmo_mike_c

                                  Re: No connection

                                  I'm really surprised you haven't heard back. I agree, we're here to work for you, not the other way around. Sorry if we've caused you to feel like that. We're you messaging through social media or was this a callback you were waiting for? Also, were able to get any updates on the tickets you filed or were you waiting on that as well?

                                    • magenta5796515

                                      Re: No connection

                                      Austin Rowland from the executive office called this evening and basically

                                      told me that if I was unhappy with T-Mobile then I should leave. He never

                                      mentioned why I received zero follow up from the manager Brandon who

                                      promised me a follow up call. He simply offered to allow a network engineer

                                      to research further. He never needed to call me for permission to do that.

                                      In fact, he could have executed that plan and called with results. He never

                                      mentioned why tickets were closed without contact to me to see if the

                                      issues were resolved. Basically, it was another checklist requirement to

                                      close the ticket without any resolution as to why all of my lines have had

                                      substandard service. Still want a true resolve and improvements to the

                                      quality of service and customer service.

                                      • magenta5796515

                                        Re: No connection

                                        See attached.

                                          • tmo_chris

                                            Re: No connection

                                            Hey magenta5796515 

                                             

                                            I was able to review the memos on the account. I understand that your service degradation may be alleviated with an upgraded phone that has the capability of taking advantage of our 700Mhz network. I can also see that another member of our support teams followed up with you on behalf of Brandon. I am very sorry that you have been having to go through so much with your coverage as well as your calls to us. At this point, our tech care folks can assist you with opening another service ticket for your location but the best course of action may be to upgrade to a newer phone that can take advantage of the newer 700MHz network that was designed to improve in-home coverage .

                                             

                                            While we would hate to see you go, we understand the importance of having reliable coverage and that you will need to make the decision that is the most beneficial to you.

                            • tmo_mike_c

                              Re: No connection

                              Reaching out to our T-Force team is a good idea. Have you sent them a message to see if they can help?

                                • magenta5796515

                                  Re: No connection

                                  No I’m waiting on a reply from my Service Manager, Brandon. The only follow

                                  up was not a resolution that T-mobile should be proud of because there is

                                  no accountability to my numerous issues with multiple lines except to tell

                                  me it’s our devices. Not accepting that resolution when T-mobile still

                                  sells our phones, and have an entire Apple Support team. (For what?) I have

                                  written a formal complaint to customer resolution and will also pursue BBB

                                  in near future. I’ve requested my tickets remain open because the issues

                                  have not been addressed. This is draining because I pay this company not

                                  work for them... My time is money.