For exactly the reasons I've stated.Originally Posted by desertrunner
Just curious how you came to this conclusion, just general impression or feedback from others? I dont buy into the "#1 in customer satisfaction" claims either, but curious how you came to this conclusion?
"Customer satisfaction" is literally a 1-question survey of, "Are you satisfied with your experience as a T-Mobile customer?"
If you are paying the least of all the major carriers, and you haven't experienced any issues yet, the answer will almost always be YES. This differs from carriers such as Verizon and AT&T, where pricing complaints will lead to dissatisfaction, despite everything else being okay.
Also, in general, lower end customers are used to being treated like shit by companies (a sad but true fact), so they may not even recognize poor treatment by customer service, because their expectations in general are lower.
Let me compare my experience with T-Mobile to AT&T and Verizon:
Issues with physical device bought through them
AT&T & Verizon has always replaced a defective device with a new one for free, at least when it's fairly close to purchase date. (I'm not talking about 11 months after you buy it.) I even got AT&T to send me a free $150 Microcell (a home internet antenna, basically) just because my other one went obsolete after having it for a number of years. Had they said no, I'd have understood, but they did it for me.
T-Mobile wouldn't even send me a new replacement phone 17 days after their first one was verifiably defective, despite my having paid full price. After 3 replacement refurbished phones didn't work right either, they still wouldn't budge.
Billing issues
AT&T has always made right billing issues, and always given me the benefit of the doubt. Sometimes it would require a bit of effort on my part, such as getting a supervisor on the line, or hanging up and calling back to get a more cooperative rep, but I've come out right on the other side 100% of the time with them. Same with Verizon. This includes ones where they have to take my word for it, such as when I'm travelling internationally and it shows usage I didn't do.
T-Mobile always treated me like a criminal trying to get over on them, and it was incredibly hard to get them to fix any problems. Fortunately I didn't have that many, but they were very difficult each time.
Customer service respectfulness
In the last story, a T-Mobile supervisor openly mocked me and bragged that he intentionally did so because I "was refusing to accept" what he was telling me, and after they verified it, they "coached" him and did nothing further. How was that not an instantly-fireable offense? Furthermore, they wouldn't even give me a measly $25 bill credit for this or for the other BS I went through with the bad phones.
I had an experience with AT&T which was similar, but a very different ending. I put a ton of effort to get a custom phone number, which I ported in from a friend's landline. It was a tremendous hassle for both me and my friend, but I got it done. Anyway, after all of this hassle, I got a call from an AT&T rep telling me that I didn't complete verification, and that I'd have to do so or lose my new number. I told the guy I already completed the (very long and difficult) process, and the notes should be on page 2. He replied that he didn't need to look at the notes, that he knows an unverified port when he sees it. I kept begging him just to page over to the notes to read it, and he will understand everything is done. He said back, "I already told you. I don't need to look at anything. I know fraud when I see it, and this looks very much like fraud to me. I'm clearing everything off of this port, and you need to start again. If you don't, you'll lose it." I begged again for him to just please look at the notes, and it would clear everything up. He replied, "Okay well you don't seem like you're going to cooperate, so I'm just sending this in for a fraud disconnection. Goodbye, sir", and he hung up on me. I quickly called back and got someone to track down his direct manager, who told me she'd pull the call. She called me back later that day, telling me, "The notes were all there, you were right. He refused to look at them even though that would've solved everything. And I heard how he talked to you. That's not the way we do things here. Funny thing is, we just promoted him to this department because he had done a good job up until now, but not only don't I think he can handle this new job, I don't think he can handle working here at all. You won't have to worry about reaching him again." She then gave me $150 credit for this ordeal, and personally put through my port as permanently valid.
At T-Mobile, they probably would've promoted this guy to VP.
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