Student Review-T-Mobile
Written: Feb 07 '05 (Updated Feb 09 '05)
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Pros: No Pros
Cons: Inconsistent Customer Service and Hidden Fees
The Bottom Line: I would not recommend T-Mobile to anyone who doesn't like dealing with in consistent customer service representatives and hidden fees.
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| vjacobs's Full Review: General Reviews of T-Mobile Customer Service |
This is a assignment for the English class I am in and we are learning how to write for a specific audience. Any comments and reviews would be very helpful to me.
I have been a T-Mobile customer for six months and have had several problems with the company itself and their customer service. I have the Basic Plus Plan that is $29.99 a month. I get 300 whenever minutes a month and unlimited weekends. I also pay 6.99 a month for Tmobile-to-Tmobile, which is a feature were I get free calling to other T-Mobile customers, and $2.99 for 300 text messages. I also pay $2.99 for roadside assistance, something my mom thought I needed and $3.99 for insurance on my phone. When I was looking for a cellular phone plan I thought T-Mobile was a good deal and would be good for me because I really didn't talk that much on my cell phone and my sister was also going to be on my plan and the T mobile-to-T mobile was something I thought was a good deal. When I was trying to decide which plan I wanted I didn’t know which one to pick because I wasn’t for sure if 300 minutes was going to be too many or too little, so the T-Mobile representative told me that I could change my plan at any time during my contract.
After I signed my contract I was feeling very confident with my new phone and plan, but that all changed about two weeks. My family and I went on a weekend camping trip about three hours from home and on our way home a tire blew out on our camper. I dialed up roadside assistance, which is for when you are having car trouble, and talked to a woman and told her what was going on and where we were located. She then told me that she could not help us because “we were to far from home.” I was so furious I could have screamed at her because if we were close to home we would have known someone or some mechanic shop to come and help us! Needless to say I called the next day and canceled my roadside assistance. I was happy that I canceled this service long before I paid several months for it.
When I got my first bill I looked it over very carefully just to see what I was all being charged for and how many minutes I was using. When I turned to the text messaging section I seen that I was being charged five cents for every message I was sending and receiving. I was told when I signed up I would be charged five cents for every message if I went over the 300,not for every one. So once again I called customer service and they told me that the five-cent charge was on every message I didn’t ask any more questions about it and hung up irritated. I decided to keep the text messaging because from what I could tell it was helping to cut back on the minutes I used. After this first call I was starting to wander if T-Mobile wasn’t the cellular phone company of my dreams. When I called back recently questioning the same matter I was told that I never had text messaging on my plan when my most recent phone bill was charged for the $2.99 for the 300 text messages and also the five cents for each one. This was very irritating for me because I only had two phone bills to show them I had been paying the $2.99 and the five cents for every text message so I would only be reimbursed for them two months after they reviewed the billing statements. I was furious and told the guy what the woman I talked to months ago told me about the five-cent charge and he said that there was nothing he could do about it. I was mad and told him I didn’t want the text messaging anymore. He then told me that I would be credited the money I paid for the text messaging for the two months I had proof of it.
Another problem I have had with T-Mobile is their inconsistent customer service representatives. They were inconsistent about the text-messaging ordeal and on other time. After my sister add I had our phone plan for a few months she decided she was going to downgrade her plan because she was paying for minutes she never used. She called customer service and told them what she wanted to downgrade her plan because she hardly used any of her 300 minutes. The lady then told her that she couldn’t downgrade her plan at anytime during her contract, something we were told we could do at any time. She didn’t know what to do so she just hung up and she told me what happened and I told her to call them back seen as how I had dealt with their inconsistent customer service in the past. She called back and got her plan changed no questions asked. I thought it was kinda funny that the first person told her that if she could not fulfill her payment obligations to cancel her plan and the next person changed everything in the blink of an eye.
Some other minor problems I have had with T-Mobile is the fact that they have no roaming. I knew this when I signed up, but then after I got my phone it was a small problem when I didn’t have any service in an area I visited often. Also I wanted to upgrade my phone a few months into my contract and I called customer service because I was going to order my new cell phone over the telephone. After they looked at my account they said I couldn’t upgrade until I was a customer for one year. I thought the whole thing was a little weird because they were going to be making money off of me purchasing a new phone. T-Mobile's service is okay, but could definitely be better. For the most part when you are out in the open like on the highway or something you get a clear signal, but if you are indoors it is a different story. If you are near an exterior wall you can generally get one or two bars of service, but the call is not always clear. Sometimes if I do have three or four bars of service it sounds like I am talking in a tunnel, the voice sounds like it is coming from way far away.
There has only been one good thing I have encountered with T-Mobile and that is they are always willing to send you a new phone if yours is lost, broken, or stolen. I lost my phone once and the only thing I had to do was file a police report and I had a new phone within five days, and my sister had the speaker go out on her phone and she also had a new phone within five days. T-mobile has alot of neat phones and accessories if you want to pay for them.
I would not recommend T-Mobile to anyone who hates hidden fees and the fact that they go unexplained. I will be saying good-bye to T-Mobile in a few months when my contract is up and most defiantly will not be recommending them to anyone.
Recommended:
No
Amount Paid (US$): 45.00/month
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Epinions.com ID:
vjacobs
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Reviews written: 1
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