T-Mobile USA reviews and complaints 1
View all 704 complaintsT-Mobile USA - Unethical behaviour
I spoke to t-mobile on the phone about their $15 unlimited plan prepaid and ordered two phones to use. I wanted to get two emergency phones for my parent in law. Tmobile online customer service directed me to the store at 136 e boughton road, bolingbrook, il. The customer service I experienced from brad the retail store manager was terrible. Firstly, he wasted time in getting to me because he was attending to two other women who were window shopping. They told him they were not ready to purchase yet. I didn't mind the wait. I sensed his reluctances which was ridiculous because I have never met this man before today. He came up to me to attend to me. I told him I was looking for a $15 plan each for two grandparent and he immediately told me none existed. I proceeded to telling him that t-mobile online phone service directed me to the store and told me of the $15 unlimited plan with lower gb but I would set it up to be autopay per month. I also told him I personally owned two t-mobile phones and already had one of this type of plan. He showed me the $20 plan and basically said he couldn't help me. Argued with me saying t-mobile was not offering the plan. I called t-mobile online and they told me the plan existed and I needed to go back to the store. I went back to the car where my hubby and kids were waiting, put t-mobile customerservice-online on the phone and sent my hubby alone. He had an entirely different experience, immediately informed of the $15 plan and told it was prepaid and treated well. Now what do you think the difference was between my husband and i? Our race. My husband is caucasian and i'm black. His experience was different. It is very shameful. Racism is evil. You need to do better! I came back and he apologized saying it was a misunderstanding but it's very clear what it was. Do I need to bring my white hubby to be able to get a phone plan of my choosing! It's ridiculous. How about if I were a single mother? I have been a customer with tmobile for many years and even though once in a while we run into bad eggs like this. It is still important to treat everyone equally. I don't know this guy from planet mars or anywhere. The doctor that may care for you or save your life oneday could be black. Be better, do better.
Desired outcome: Better customer service, training....
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Tmobile is makng huge investments to swich customers from ATT. Up to $650 to pay off installment plan phones and a price point that is vwry competitive. Someone has lauched a very risky strategy that involves a lot of capital at risk.
The people I have encountered have always been really nice, a great change drom 15 years at ATT.
But the execution of this plan is consistently failing. I will not bore with the details, but every touch point in few weeks since I switched has been mired by both process and technical incompetence. Agents speak off the top of their heads about concrete issues that turn out to be inaccurate. The agents wither habe been chosen or well-trained to be friendly and usually aftrr much aggravation they fix what is continually wrong.
My question is to senior management. It is worth theowing away all this money on atracting new customers at high expense (and no contract obligation) when support hits them on the head repeatesly, while amiling, with a stick once they land on the boat?
pardon the rypos