CS Reps are Clueless
Written: Dec 29 '01 (Updated Dec 29 '01)
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Pros: Short hold times
Cons: Customer Service reps are clueless
The Bottom Line: The Customer Service reps are clueless, but you'll eventually find a helpful one.
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| MrKaos12's Full Review: General Reviews of T-Mobile Customer Service |
I signed up with VoiceStream toward the end of July. A lot of people I know have VoiceStream, and are very satisfied. Most of them have been with VoiceStream for at least a year.
Everything was working great, but I wanted a feature called 'Ping-Pong 500' added. Ping-Pong is VoiceStream's nickname for text messaging by the way. Anyway, I noticed it was $5/month for it, and it included 25 extra voice minutes. I knew I had seen it cheaper than that, so I looked at my brochure and it said $2.99/month for text messaging but no extra minutes (which was fine with me, I didn't need them).
I emailed them and asked them to add the feature. I got a response saying I had to get the $5/month add on. I told them I didn't want that - I emailed again and got a different person. She too said I had to get the $5/month plan. I went down to my local VoiceStream store and they were clueless. I was asking about it, and they said 'well, if you find out let us know!'... I left because obviously they didn't know. I emailed one last time and I got a friendly person that added it for $3/month.
I figured that was just a misunderstanding. Recently, I called to check how many text messages I had used. I called 3 times and I got 3 different answers. With VoiceStream, you pretty much have to call at least 3 times then figure out yourself which one makes sense (honest!).
I recently added a 2nd line to my account. After the 1st bill, I figured I was safe and they hadn't made any mistakes adding the 2nd line. Well, I checked my 'services' at myvoicestream.com and found they had added something called 'iStream' for an extra $3/month. I called, and they had it taken off. The lady I spoke with acted like it was an everyday type of thing - I told her that it had been added without me knowing and I don't want to get charged. Her answer was 'and you want me to take that off then sir?'. I couldn't believe it. She didn't even try to explain to me why either.
After that, I checked my other line to see if 'iStream' was added (just in case). It turns out it was. So I call Customer Service again. This lady too acts like this has happened a lot. She promised I would get a few dollars credit - I thanked her and hung up. Turns out it was never added (figures...) but at least 'iStream' was taken off.
There's always that rare chance you'll get a friendly and helpful Customer Service rep. I would still recommend VoiceStream even their customer service. You just have to get the right person - just keep calling back. If the reps were more informed, then VoiceStream wouldn't have to spend so much money on people calling over and over.
One good thing - the CS reps seem to be well informed on plans and changing plans. I should hope they are!
I've gotten about 2 helpful reps of the at least 10 times I called. Just gotta be lucky I guess =P
Overall, I wouldn't say VoiceStream has the worst CS I've dealt with.
Recommended:
Yes
Amount Paid (US$): 40/month
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Epinions.com ID:
MrKaos12
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Reviews written: 36
Trusted by: 4 members
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"People only see what they are prepared to see" - Waldo Emerson
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