After 21 years with tmobile, I was forced to look for a new carrier. What started out as a great company, turned to total c@@p! I had paid for replacement coverage for 3 years, but when I lost my phone, I was not given a replacement. Three times I was promised I would receive one, but it never happened. The reps on the phone couldn't even locate the actual phone I had. The warranty company they use is a scam. I went up the corporate chain and even in the CEO's office, I got attitude and a refusal to offer customer service. What this company calls customer service is nothing more than an answering service that can tell you how many minutes you have left and how much you owe. If you want to buy something, then they are happy to help. The admin at the CEO's office was insulting and dismissive and basically told me the policies put in place start at the top.
I eventually had to go into this store to get my number ported over. I was given attitude when I refused to sit. I don't appreciate being told what to do by some kid at a corner store. I asked for a refund of the money I had paid for insurance and the store said they couldn't do it even though the rep on the phone told her to do it. I paid what I owed and got out of there. Several months later I received a collection notice stating I owed them money. I told them I was not informed I owed any more. Had to dispute it on my credit report.
Now I find out there new CEO is catering to investors. Interesting story online on how they hard-sell add-ons and accessories to customers. t mobile
T-Mobile may have been forcing customers to buy accessories. A new report, relying on anonymous testimonies from alleged present and former T-Mobile employees, claims the telecom service provider is employing unethical methods to boost revenue.
T-Mobile accused of forgetting its "Customer First" policy
T-Mobile has been growing exponentially, primarily by acquiring other telecom companies and home broadband service providers. However, T-Mobile rose through the ranks mainly because of its customer service and aggressively priced plans.
Today, T-Mobile is the second-largest wireless communication company, trailing behind only Verizon. The company's significant growth spurt happened when it was led by CEO John Legere.
T-Mobile is now under Mike Sievert, who had been Legere's right-hand man. A report, published by PhoneArena, claims the new management is focusing primarily on stakeholders and not its customers.
Specifically speaking, T-Mobile is allegedly employing questionable tactics to increase revenue from each of its "Experience" stores and service representatives. The report accuses T-Mobile of abandoning customer-first practices and shifting to pushing add-on services and products.
Is T-Mobile forcing customers to buy accessories?
It is an open secret that businesses routinely push their sales representatives to push more products and services to customers. There are multiple commission schedules and incentive tiers. Fancy jargon aside, these tactics indirectly force a sales representative to not only sell a new product but also pile on additional items.
In T-Mobile's case, the company's Experience Store as well as its CARE team are allegedly forcing customers to buy accessories. These could include insurance, cases, and accessories with every new device or connection.
What is even more concerning is that T-Mobile Mobile Experts could be in trouble if they ring up multiple upgrades without accessories. This is because T-Mobile has a "team concept to getting paid at these stores." In simple terms, if a sales representative doesn't push add-ons, all the Mobile Experts' monthly payments suffer collectively. read more
