General Reviews of T-Mobile Customer Service

Pros: Enough minutes to make it through the month. Good Service.
Cons: Statements still confusing, but better. Somewhat limited Service area.

I had Cell Phone Service since '97 and I used a number of different providers. T-Mobile is by far the best. I currently have the 1000 minutes a month plan which is perfect for me. I have relatives in four different states that I can now call with no roaming charges and after 9:00 it's FREE as are weekends! I don't have a fancy camera phone but I don't need one and their basic service is great.

The monthly statements are still confusing but not as confusing as Verison's or Nextel's were. In other words, you don't have to be a nuclear physicist to understand them, any old masters degree will do.

Paying the bill is easy,imagine that! Just dial 611 on the phone and follow the prompts.

I know that all plans are overly complicated, by design. I'm just saying that at least this one is manageable and I can make it through the month without taking out a second mortgage on my house. It's actually worked so well I canceled my land line coming into my house so I'm totally cellular!

Pros: LOOKED LIKE A GOOD DEAL ON THE PHONE
Cons: Phone didn't work, customer service was both inept and rude.

I had them years ago and had problems with coverage, billing and customer service, so I guess it's my fault for trying them again. I bought a prepaid phone from their web site as a gift for my grandparents. Wanted to set everything up for them so it would be easy to use: well the activation process requires calling an automated system from a different phone and entering 15 minutes worth of information, then it bounced me to customer (non) service, which bounced me around and cut me off for an HOUR AND A HALF before telling me that they had printed the wrong activation code on my paperwork and would send me a new number in the postal mail so that I could start the process over again next week some time. I pointed out that I ordered it online so they should be able to email it to me at which point the unservice woman became beligerant with me...I am sending it back, and by the way in my neighborhood it only showed 2 bars of service, my ATT phone always gets 4...what a waste.

Pros: NONE. ZIP. ZERO. ZILCH.
Cons: See above. I have wasted enough of my life on this crappy company.

T-Mobile "customer service" is absolutely the biggest hassle I have ever encountered. The Sidekick PDA phones I purchased 1 year ago kept dying (my husband and I have been through 8 phones in that one year) and the "customer service" was an agonizing ordeal of calling the 800 number, waiting on hold FOREVER, having to enter the phone number 11 times and verify all information at least 20 times, being transferred to representatives who could barely speak or understand English only to be transferred again to another representative to be placed on hold AGAIN to finally be told that there was nothing they could do. My contract ended yesterday and I am going TONIGHT to another wireless company to get a better phone and service. I cannot wait until a T-Mobile representative calls me tonight (as they have been doing for a week) to try to get me to sign another contract. I don't care if they offer me a new Sidekick II and the pot of gold at the end of the rainbow and my own island in the Caribbean...I WILL NEVER DO BUSINESS WITH THIS COMPANY AGAIN.

Pros: Not experienced dropped calls, economical family plan with more minutes
Cons: Horrible customer support, replaces with a used phone for a defective device

It seems each time I call T-Mobile's customer care, I am more frustrated with them. They are not working for the customers but only for the company. I wonder why they even call themselves customer service agents??? Everything is a 'No' for an answer. Can you do this for me? 'No' is the response you get, and not in the most friendliest of tunes either! I have been a dissatisfied customer for a while now. The only reason that I am with them is because of the network that they have and I have not had a dropped call as yet as well as their family plan is more economical for my situation. The only way these people are going to get a good run for their money is when mobile phones are sold freely in stores without being registered to a particular network, and where you can choose any network without contracts! This way when people start switching the competition grows and customer service should improve.

Pros: THERE ARE NO PROS AT ALL.  Everything here
Cons: Nothing on the phone works.  So-called Customer service impossible and/or frustrating to reach. 

I recently brought my daughter a Sidekick.  Not only did the Internet not work, it also did not make phone calls (other than customer service and emergency calls) or have text messaging.  I took it back to the store and was told that it is a service issue.  Tried to call customer service.  Listened to a moronic TelePrompter which led to nowhere.  I was put on hold for over half an hour, after which the call was disconnected.I tried again, and this time I was on hold for an hour and disconnected.  When I finally got thru to someone, they explained there were "outages" in the area and that they would have it back up in 24 hours.  24 hours later, still nothing.  Not only do I have a useless phone, now I have to chase down customer service and spend hours on hold because they r too cheap to hire enough peopl to answer the several angry people calling about useless phones. While the phone has many applications, which would be great if they worked, it is overshadowed by horrible service an the simple fact that there is no point to a phone that does not work.

Pros: Low price.
Cons: customer is always wrong.

I've found that T-Mobile is relentless against giving in towards a customer in the event of a dispute. Try to dispute a charge with them, you'll see how quickly their tones change. I talked with three different representatives, and they all used the same language. I think they read from a script.

I was a T-Mobile customer for over 2 years. My monthly payment was automatically charged to my credit card. I canceled my credit card and updated that information with T-Mobile by the due date. They assessed a late fee against me, telling me that I shuold have spoken to a customer representative instead of merely updating my credit card information. I don't see why I should be charged a late fee if T-Mobile had my correct credit card number by the actual due date! I tried to dispute the late fee, but they won't budge, telling me that it was valid charge.

Their relentless urge to systematically maintain the customer is "wrong" is appauling. Switch to AT&T. Much easier to dispute charges. AT&T's representatives are more willing to work customers in order to resolve disputes.

Pros: Nothing
Cons: My lesson of the end of 2008 is never count and trust T-mobile rebate. 

I am truly disappointed with the T-mobile rebate.  It took them 8 weeks to tell me that the requirements are not met.  Because I have a blackberry, I need to have the internet service to receive the rebate.  Now, my rebate is delayed and I have to waste more money on the internet service that I do not use. My lesson of the end of 2008 is never count and trust T-mobile rebate. 

I was required to fill out every thing so I put 250 for the price.

Pros: Great VERY no pressure sales reps in T-Mobile store.
Cons: Seemingly incompetent CS when it comes to fixing THEIR screw up.

My wife and I bought our phones on 7/1, programmed our 5 faves. Told to come back on 7/6 so they could port our Verizon numbers to our new phones. Sales reps made the requests to port our new numbers to our new phones, double checked, had me double check the screen. Whomever is in charge of porting the new numbers SCREWED UP and switched my wife's phone and mine, so we had each other's 2 year old numbers. Took the phones back that evening and the poor sales rep spent 30 minutes on the phone with Customer disService to get the numbers assigned correctly. By 2 PM 7/7, no fixy numbers! I called CS and they said that CS turned down the request to fix the numbers because they "did it correctly". Wrong. CS rep turned in yet ANOTHER request to fix the numbers. The saga continues. It was suggested we switch the assigned SIM cards ourselves, but then we lose our 5 Faves that we are paying for, for the month of July. No offer to make good on that part.....

Pros: Some customer service representatives were polite sympathetic listeners even though they could not solve problem.
Cons: The price for additional phones was only $9.95 mo. when others were charging $19.95.

I gave my children and grandchildren T-Mobile cell phones and service as Christmas gifts. I obligated myself to a total of 8 mobile phones. My family needed these to coordinate rides and for parents to keep track of children. These phones were essential for safety and reliability among the family. T-mobile failed to connect calls or dropped calls in progress numerous times. Now, the phones themselves are failing. This has resulted in missed rides, missed appointments, broken down cars that could not call for help, worried parents, and babies left to be carried home in freezing cold because phone did not work. Customer care has done nothing to resolve the problem, will not let us out of our contract, insist that we continue to pay for inadequate service. It would cost $1800 at $200 per phone penalty to cancel service. We cannot afford to go to another company. We do not feel safe in counting on T-mobile service, many inconveniences, nervous strain, physical hardship.

Pros: Excellent customer service
Cons: Drop call all the time, terrible reception, no signal in most areas

I use the network within mostly in California, within the Sacramento area all the way to Riverside. Most of the time, I do not get signal, and there is a lot of drop calls, usually after 10 minutes. The reception is also terrible.

Pros: Quick Porting 5 hours
Free Phone and 100.00 rebate
No deposit
Great Plan
Cons: None yet. 

I am thrilled with my initial experience with T Mobile.  Received my phone today and was hassle free, I worried about the porting feature and they had the number ported from Sprint in 4 hours.  I can truly say if things go as smooth as this day I will love T Mobile.  

Pros: ITS NOT CINGULAR!!! Great cust service. great prices . great coverage
Cons: NONE

I know some people may have had problems with tmobile in the past, but their coverage has gotten so much better. i switched from tmobile to cingular ( THE WORST PHONE COMPANY EVER DO NOT USE THEM) and then came back to tmobile. ever time i talk to one of their representatives i have such a plesant experience. i never have dropped calls... they have the best rates out there. plus if you travel overseas they will unlock your phone so that you can use local providers in different countries...basically i never have any problems whatsoever. all i suggest is that if you dont choose tmobile.. NEVER GO WITH CINGULAR

Pros: Great coverage; fairly priced
Cons: Not enough phone options

I've been a T-Mobile customer for 5 years and I've never had a problem with the service. I don't know about other locations, but in Boston where I live T-Mobile has the best coverage. I don't even remember the last time I had a dropped call, and I've never had a problem with customer service at all. What I don't like is being tied to a 2-year contract because I can't use the upgrade discount when I need it but every carrier is like that. They do offer I've had Sprint and AT&T in the past and both carriers ticked me off on a regular basis so in my opinion T-Mobile is a great company.
As far as phones go, they could improve the variety. I have a sidekick and it works perfectly fine, but I’ve had it for about a year-and-a-half so I got bored with it, but there really isn’t a better T-Mobile phone that is fairly priced so I’m stuck with my sidekick till my upgrade date comes around. But that's fine.

Pros: phone offering is ok
Cons: service is painfully bad

it took them 3 weeks and 4 cancelled orders to make an overnight delivery order. additionally my voicemail still does not work, even though i reported prob 4 days ago and ticket was send to 3rd level support

Pros: Catherine Zeta-Jones
Cons: Everything else....

I switched to T-mobile to take advantage of the family plan. Great Idea. I assumed all phones and coverages were the same. I was surprised when I had no signal at my home ( I live in town, on a hill, in a frame house). Bad enough, same thing at my work. (Work away from town but had US Cellular coverage before). After two weeks of "trying this" and " turning off and on", I was told by Customer Service "we never guarantee the phones to work indoors". I was amazed. Enough of that, turned back in the phones, cancelled the contract, returned to US Cellular. Can't seem to convince T-mobile that this is no way to build a customer base.