06-19-2007, 02:30 PM
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Contributing Editor Emeritus
Join Date: Aug 2006
Posts: 8,228
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Extraordinarily Poor Support From T-Mobile
http://communitygrouptherapy.com/2007/06/18/customer-service-hell-t-mobilehot-spot-not/
"A quick search online tells me I�m hardly alone in my frustration with T-Mobile, but I simply have to tell this story. A few weeks ago my phone (T-Mobile Dash pictured below) developed a problem. I�ve had this phone for several months, and was quickly a big fan of the features, form factor, even the battery life I thought was good. I�ve always been pretty neutral on the carrier - in the end, as long as I have quality coverage at a reasonable price, I don�t really care. T-Mobile changed that for me today�"
Oh man, you have to read the reast of Sean's story. What is really sad is I too have T-Mobile and had the exact same issues, along with the inane "just replace your SIM card" advice. I think the real issue is T-Mobile has something fundamentally wrong with their network that is affecticing specific accounts. I've been with T-Mobile for 5 years and for the first time, I am considering switching. The problem is, the only alternative for me is AT&T/Cingular, and they are far worse.
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06-19-2007, 03:17 PM
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Thinker
Join Date: Mar 2002
Posts: 481
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The carriers have been making far too much money far too easily for far too long, so they don't have to worry about providing good customer service. And I don't see any change coming until people stop dumping so much money their way by buying [what I consider] those outragously high plan prices.
ATT (the new one) will be [more] worthless once the iPhone comes out, as that will get all their attention.
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06-19-2007, 03:20 PM
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Intellectual
Join Date: Jul 2002
Posts: 218
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Horrible story! I think we've all been there with one tech thing or another. But I have to comment on your AT&T/Cingular problems. Cingular is offered in my town through our phone company. That means I go to the phone company itself and talk to a real person to get things solved. My "real person" is wonderful. She calls the home company (wherever it is) and sweet talks other "real" people to get things done for me, and it's always a good experience. Perhaps if you can get to somebody at a Cingular store, you can get the same results. I never bother to call for support. I go to town instead. And as long as "my" person is there, I will never switch.
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06-19-2007, 03:35 PM
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Ponderer
Join Date: Oct 2003
Posts: 58
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What a terrible story.
And I'm not referring to what happened, I'm referring to the fact that I could barely read his course of events. He didn't even post exactly what his problem is (other than "it doesn't work").
His entire story could fit in 5 lines if he removed all the unnecessary crap, no wonder T-mobile reps had a hard time helping him.
If I understand it correctly he's the "Global Director Product Support Services and Community" for Microsoft?
Instead of complaining about T-mobile and their support he may want to take a look in his own kitchen. Have YOU ever tried to get support from Microsoft? Not to mention the fact that the problem he is having is on a Microsoft driven device 
I really don't mean to offend him, but it seems like he's making a big problem out of a small issue. Explain the exact problem, if you feel the rep is unable to assist ask for someone who can assist. Of all the operators I've tried (and I have spoken to them all) T-mobile is without a doubt the best.
If T-mobile fails, try xda-developers, or this forum. There are ALWAYS people out there that can help you.
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06-19-2007, 03:49 PM
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Thinker
Join Date: Jul 2006
Posts: 357
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I don't understand what the original problem was either. Internet access not working?
Was he using a Dash with Windows Mobile 6 or 5? I've been using a couple Windows Mobile 6 devices on T-Mobile (heck they're not available on any other network yet), and they do tend to have an occasional issue with the internet access downloading email from my IMAP server sometimes. I think it's something to do with leaving WiFi on while the device is in suspend mode. If I put the SIM card back into my trusty HTC Artemis with Windows Mobile 5, then everything is fine. Windows Mobile 6 is very buggy with the Windows Live applications as well, so I'm leaning to believe that it's not T-Mobile that's the problem (especially since everything is flawless on WM 5).
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06-19-2007, 03:49 PM
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Pontificator
Join Date: Jul 2003
Posts: 1,041
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I've never had a technical problem with T-Mobile and have nothing but good things to say about their support. As with most other carriers, my only gripe is not getting the 'new customer' price on new devices.
I've only thought about switching over to ATT for their 3G network. After I found out that it would cost me an extra $40/month to tether my UMPC to the phone, I quickly gave up on that idea.
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06-19-2007, 04:09 PM
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Sage
Join Date: Feb 2002
Posts: 784
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Maybe he was using the unofficial $5.99 T-Zones proxy method and he didn't realize that T-Mo is tightening up that loophole...FYI it may or may not still work in the Sacramento, CA area. :wink:
I've been with T-Mo for about 5 years and luckily have NEVER had any long-term issues with service (my voicemail went out once, but somehow a setting had gotten messed up in the phone and it was fixed with one call).
The one part I could really relate to is the redundant "can we get your phone # and SSN?". There is one plus though, T-Mo support is still based out of the U.S...just imagine the experience when they begin outsourcing to places like Canada! :lol:
__________________
T-Mobile Dash | HP iPAQ 4100 | HP iPAQ 2210 | HP iPAQ 1910 | Intermec 6651 | Toshiba E570 | Compaq iPAQ 3600 | Casio Pocket Viewer
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06-19-2007, 04:18 PM
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Ponderer
Join Date: Oct 2003
Posts: 58
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Quote:
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Originally Posted by T-Will
The one part I could really relate to is the redundant "can we get your phone # and SSN?". There is one plus though, T-Mo support is still based out of the U.S...just imagine the experience when they begin outsourcing to places like Canada! :lol:
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I've asked them this before, and they claim the reason is that the "self help" system first tries to help you (and needs to know who you are), and that not all call centers get the information relayed to them.
Sure, it is tacky, but not that much of an inconvenience.
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06-19-2007, 05:06 PM
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Sage
Join Date: Aug 2004
Posts: 718
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I use Cingular/AT&T and I can't judge their support because I haven't had a need to call them yet. In the 1.5 years I've had them, I haven't had a single technical issue. I think they are greatly improved in stability and coverage and can give VZW a run for their money (at least in my area).
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06-19-2007, 07:46 PM
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Pontificator
Join Date: Mar 2007
Posts: 1,466
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Poor Support; The other side of the coin.
Quote:
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Originally Posted by Ed Hansberry
http://communitygrouptherapy.com/2007/06/18/customer-service-hell-t-mobilehot-spot-not/
"A quick search online tells me I�m hardly alone in my frustration with T-Mobile, but I simply have to tell this story. A few weeks ago my phone (T-Mobile Dash pictured below) developed a problem. I�ve had this phone for several months, and was quickly a big fan of the features, form factor, even the battery life I thought was good. I�ve always been pretty neutral on the carrier - in the end, as long as I have quality coverage at a reasonable price, I don�t really care. T-Mobile changed that for me today�"
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Having once interviewed for Telus. I have to say, Sean isn't being entirely fair. Imagine cubicle hell with no way of internally communicating with other reps other than by phone. So you put the customer on hold, ring "tech support" and wait for the guy to come on. You quickly brief him and transfer the call. You're being metered. Avg length of call X Hours = target. If your # is low, you get the "performance enhancement" spiel.
Tech support takes the call but due to easy, scripted, prompt by prompt software needs to verify you again. CS could provide the data but that could lead to customer on hold + lower metering for both (They're on the phone to each other). Also potential privacy breaches. Tech begins to troubleshoot for Sean whereas CS just transferred Jane.
Where he's spot on is the real lack of technical know-how.
My amusing story;
A Telus tech support guy, when I asked for additional info on the phone, couldn't get the phone emulator/flowchart to work. He ended up running to their real IT dept. where he borrowed their test bed device to troubleshoot with me.
# of phone models past and present x # of CS reps=!possible.
You'd have to rely on emulators, manuals,etc...which is no substitute for hands-on experience but can solve the 90% of calls like "how do I email the internet?" and "how do I look up my own cellphone #?"
seanod@ M$.com should be smart enough to do some basic troubleshooting on his own. With some verifiable results...and patience, he'd get further.
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