Comments on: Clearly, T-Mobile is doing something right

T-Mobile again ranks #1 in customer service level satisfaction.

[exvaxman]

I hate their mall kiosks locally

The kiosks locally are overfilled with salespeople who scream and yell at you as you go past. I even had one block my path and stop me to ask about my cellphone service. I will never deal with a company who in multiple locatinos goes out of their way to hire a**holes for salespeople. It was so bad at one local mall there was a petition at the stores by the kiosk asking people to sign to have their lease cancelled.

[Wolfie2k5]

Problem is....

... those people may NOT be T-Mo employees. Most mall kiosks (at least, the ones I've come across) are NOT owned nor operated by T-Mobile. They're independent vendors who resell T-Mo phones and services.

However, I DO agree that these shop owners should be a bit better at screening their employee prospects before turning raving lunatics loose on the general public.

I had the distinct pleasure of getting one such twit fired during the recent Christmas season. Ok.. Call me Grinch.. or Scrooge - I don't care. The guy got in my face and told me that my phone - which I've had for LESS than one year - is "too old" and I need to "upgrade" to a new one - IMMEDIATELY! Never mind the fact that I have another entire YEAR on my contract before I'm eligible for a new phone. Never mind that I'm actually HAPPY with my Motorola A1200 and the only way I'd be currently willing to part with it is when someone prys it from my cold dead fingers. NO! I had to upgrade to a new phone - right then and there. The ONLY reason why I just *HAD* to upgrade was that my phone was just "too old". Never mind that the phones he had in stock had FEWER and weaker features than the one I have. This is an "upgrade"..?

I told him where to shove his "upgrade" and left.

The next day, I was cruising by that particular kiosk, his boss was there. I told him to put a leash on the idiot because he was driving away business with is lunatic rants and gave him a short account of what happened the day before. Needless to say, the twit wasn't working there after that. Haven't seen him since. Good riddance.

A good salesman will recognize when a potential customer isn't ready for a new product and will NOT insist that he's right and the customer's wrong. A bad salesman will insist on being "right" to the point where he's lost the sale AND potentially lost the customer for good - and the worst part is the guy doesn't even realize he's lost the argument, the sale and the customer.

Given the kind of person who winds up looking for jobs at the local mall - more specifically working in kiosks at the local mall - it's not too big a shock to find ID-10-Ts manning the booths.

Personally, however, I would NEVER consider purchasing a phone at the mall - unless there weren't any better alternatives. Given the high rent they have to pay, it's a 100% guarantee you can find the phone and the accessories you want cheaper, elsewhere. About the only thing mall kiosks are good for is physically checking out phones and maybe asking questions about them. Of course, if you do, you run the risk of putting yourself into the position of possibly having to endure a high pressure sales pitch. Depending on your resistance level - it may be best to only window shop.

[exvaxman]

I hate their mall kiosks locally

The kiosks locally are overfilled with salespeople who scream and yell at you as you go past. I even had one block my path and stop me to ask about my cellphone service. I will never deal with a company who in multiple locatinos goes out of their way to hire a**holes for salespeople. It was so bad at one local mall there was a petition at the stores by the kiosk asking people to sign to have their lease cancelled.

[Wolfie2k5]

Problem is....

... those people may NOT be T-Mo employees. Most mall kiosks (at least, the ones I've come across) are NOT owned nor operated by T-Mobile. They're independent vendors who resell T-Mo phones and services.

However, I DO agree that these shop owners should be a bit better at screening their employee prospects before turning raving lunatics loose on the general public.

I had the distinct pleasure of getting one such twit fired during the recent Christmas season. Ok.. Call me Grinch.. or Scrooge - I don't care. The guy got in my face and told me that my phone - which I've had for LESS than one year - is "too old" and I need to "upgrade" to a new one - IMMEDIATELY! Never mind the fact that I have another entire YEAR on my contract before I'm eligible for a new phone. Never mind that I'm actually HAPPY with my Motorola A1200 and the only way I'd be currently willing to part with it is when someone prys it from my cold dead fingers. NO! I had to upgrade to a new phone - right then and there. The ONLY reason why I just *HAD* to upgrade was that my phone was just "too old". Never mind that the phones he had in stock had FEWER and weaker features than the one I have. This is an "upgrade"..?

I told him where to shove his "upgrade" and left.

The next day, I was cruising by that particular kiosk, his boss was there. I told him to put a leash on the idiot because he was driving away business with is lunatic rants and gave him a short account of what happened the day before. Needless to say, the twit wasn't working there after that. Haven't seen him since. Good riddance.

A good salesman will recognize when a potential customer isn't ready for a new product and will NOT insist that he's right and the customer's wrong. A bad salesman will insist on being "right" to the point where he's lost the sale AND potentially lost the customer for good - and the worst part is the guy doesn't even realize he's lost the argument, the sale and the customer.

Given the kind of person who winds up looking for jobs at the local mall - more specifically working in kiosks at the local mall - it's not too big a shock to find ID-10-Ts manning the booths.

Personally, however, I would NEVER consider purchasing a phone at the mall - unless there weren't any better alternatives. Given the high rent they have to pay, it's a 100% guarantee you can find the phone and the accessories you want cheaper, elsewhere. About the only thing mall kiosks are good for is physically checking out phones and maybe asking questions about them. Of course, if you do, you run the risk of putting yourself into the position of possibly having to endure a high pressure sales pitch. Depending on your resistance level - it may be best to only window shop.

[ronin4740]

T-Mobile's Customer service is OUTSTANDING@

I've been a T-Mobile Customer for the past 5 years. During that time I've also had cell phones provided by my employers from Sprint and Verizon and have dealt with AT&T/Cingular when working on problems with my girlfriend's cell phone.

T-Mobile customer support is always available. I can call at three in the morning and talk with a live human being. They?re kept in the loop with regards to issues in their network and there are rarely long hold times. The longest I can remember waiting to speak to a representative is about 5 minutes.

The Support personnel I?ve had the pleasure of speaking with have always been friendly, knowledgeable and willing to escalate issues to whatever tier of support is necessary to help resolve the issue.

Their support staff is willing to assist with practically any problem on any phone that?s connected to their network. I purchased an unlocked Treo650 on its launch day and was having data issues when I first received it. Their PDA/Smartphone technicians worked with me, researched answers and helped me resolve the problem without once saying ?this isn?t an approved phone for our network?

T-Mobile customer plans are a good value and they won?t change the rates as long as the contract is in effect. For me this means that I?m still paying what I was five years ago for an unlimited data plan. They also occasionally offer loyalty perks. 3 years ago they added 100 minutes to my plan for being a customer for over a year. I still have those extra minutes!

If asked what companies I work with on a regular basis that provide excellent customer service to me on a consistent basis I would list T-Mobile with names like Dell and Cisco. In my mind all three of these companies define what excellent customer service in their sector of business is.

[ronin4740]

T-Mobile's Customer service is OUTSTANDING@

I've been a T-Mobile Customer for the past 5 years. During that time I've also had cell phones provided by my employers from Sprint and Verizon and have dealt with AT&T/Cingular when working on problems with my girlfriend's cell phone.

T-Mobile customer support is always available. I can call at three in the morning and talk with a live human being. They?re kept in the loop with regards to issues in their network and there are rarely long hold times. The longest I can remember waiting to speak to a representative is about 5 minutes.

The Support personnel I?ve had the pleasure of speaking with have always been friendly, knowledgeable and willing to escalate issues to whatever tier of support is necessary to help resolve the issue.

Their support staff is willing to assist with practically any problem on any phone that?s connected to their network. I purchased an unlocked Treo650 on its launch day and was having data issues when I first received it. Their PDA/Smartphone technicians worked with me, researched answers and helped me resolve the problem without once saying ?this isn?t an approved phone for our network?

T-Mobile customer plans are a good value and they won?t change the rates as long as the contract is in effect. For me this means that I?m still paying what I was five years ago for an unlimited data plan. They also occasionally offer loyalty perks. 3 years ago they added 100 minutes to my plan for being a customer for over a year. I still have those extra minutes!

If asked what companies I work with on a regular basis that provide excellent customer service to me on a consistent basis I would list T-Mobile with names like Dell and Cisco. In my mind all three of these companies define what excellent customer service in their sector of business is.

[FrontPaigeTravel]

Telephone customer service great

[FrontPaigeTravel]

Telephone customer service great

[joe.mccrary]

T-Mobile Customer Service has always been AWESOME!

I cannot say enough good things about the T-Mobile customer service. They are always immediately responsive and extremely friendly and knowledgable. Like the other poster, I bought an unlocked phone that they do not sell (E-ten) and they walked me through setting up the MMS, GPRS, and internet settings. I also pay for the roadside assistance, and the times my wife has needed it she's called T-Mobile customer service and they will stay on the phone with her until the truck shows up.

[joe.mccrary]

T-Mobile Customer Service has always been AWESOME!

I cannot say enough good things about the T-Mobile customer service. They are always immediately responsive and extremely friendly and knowledgable. Like the other poster, I bought an unlocked phone that they do not sell (E-ten) and they walked me through setting up the MMS, GPRS, and internet settings. I also pay for the roadside assistance, and the times my wife has needed it she's called T-Mobile customer service and they will stay on the phone with her until the truck shows up.

[elukeano]

T-mobile is right on the money!

I've been a T-mobile customer for 5 years now and I've never had any problems with any of their services. The complaint about T-mobile kiosk franchise dealers is that they're just franchise dealers. All cell phone companies have kiosk dealers and they all the same tactics in getting you to switch with them. I've been asked by Verizon, AT&T kiosk dealers to switch to their company. I've been somewhat harassed by their selling tactics. If you go to an official T-mobile store, you won't find any of the problems that kiosk dealers have. Every time I go to an official T-mobile store, I get good customer service. I lost my charger a while back and when I went to buy an extra charger, the employee went inside their storage area and looked for an extra charger similar to mine. He fund one and gave it to me for free! that's customer service!

[elukeano]

T-mobile is right on the money!

I've been a T-mobile customer for 5 years now and I've never had any problems with any of their services. The complaint about T-mobile kiosk franchise dealers is that they're just franchise dealers. All cell phone companies have kiosk dealers and they all the same tactics in getting you to switch with them. I've been asked by Verizon, AT&T kiosk dealers to switch to their company. I've been somewhat harassed by their selling tactics. If you go to an official T-mobile store, you won't find any of the problems that kiosk dealers have. Every time I go to an official T-mobile store, I get good customer service. I lost my charger a while back and when I went to buy an extra charger, the employee went inside their storage area and looked for an extra charger similar to mine. He fund one and gave it to me for free! that's customer service!

[nelsonj3]

Absolutely agree

I love T-Mobiles customer service. The day that I mentioned there was a little dead spot out in a remote community near where I live and they gave me 100 extra minutes that month is the day they won my business for a LONG time! I wasn't even a little upset about the dead spot, just mentioned it cause they asked how I liked the service. They will have to do something really bad for me to quite using them. To this point they haven't even done something kind of upsetting. I love their customer service. They know how to keep a customer happy in spite of not having the most advanced network on the market. (Their wide-area wireless internet service is very slow, unfortunately.) It is nice to see that there is a company out there that understands customer service. (In-N-Out Burger would be one of the other few who do this right.)

[nelsonj3]

Absolutely agree

I love T-Mobiles customer service. The day that I mentioned there was a little dead spot out in a remote community near where I live and they gave me 100 extra minutes that month is the day they won my business for a LONG time! I wasn't even a little upset about the dead spot, just mentioned it cause they asked how I liked the service. They will have to do something really bad for me to quite using them. To this point they haven't even done something kind of upsetting. I love their customer service. They know how to keep a customer happy in spite of not having the most advanced network on the market. (Their wide-area wireless internet service is very slow, unfortunately.) It is nice to see that there is a company out there that understands customer service. (In-N-Out Burger would be one of the other few who do this right.)

[supesguy]

Absolutely agree

T-Mobile's customer service is excellent. After experiencing AT&T's customer service, T-Mobile's CS team definitely deserves the award. Every call to T-Mobile has been handled professionally with extreme courtesy that seems genuine. No attitude, no runaround and no high blood pressure. I've never been disappointed after calling T-Mobile. Their customer service along with competitive plans is why I overlook some of their quirks: like their so-so phones. I'll take being treated like a valued customer over 3G any day.

[supesguy]

Absolutely agree

T-Mobile's customer service is excellent. After experiencing AT&T's customer service, T-Mobile's CS team definitely deserves the award. Every call to T-Mobile has been handled professionally with extreme courtesy that seems genuine. No attitude, no runaround and no high blood pressure. I've never been disappointed after calling T-Mobile. Their customer service along with competitive plans is why I overlook some of their quirks: like their so-so phones. I'll take being treated like a valued customer over 3G any day.

[nrm590]

LOVE THEM I WOULD NEVER SWITCH!!!

T-Mobile has the best customer service that I have ever experienced. Just yesterday I called them to file a complaint about a short code from 3700 it was a phishing scam telling me that I got a refund from the IRS. I called them and I did not expect the service rep. to know what phishing was but he did and he knew about the exact message I was talking about. I know that it is really bad that I got unsolicited message on my phone but it was the first time that has ever happened. They help to fix so that it would never happen again and they waived the fee($15) for my text messaging plan for the month. And to exvaxman that kiosk must have been for a dealer not a T-Mobile Store.

[nrm590]

LOVE THEM I WOULD NEVER SWITCH!!!

T-Mobile has the best customer service that I have ever experienced. Just yesterday I called them to file a complaint about a short code from 3700 it was a phishing scam telling me that I got a refund from the IRS. I called them and I did not expect the service rep. to know what phishing was but he did and he knew about the exact message I was talking about. I know that it is really bad that I got unsolicited message on my phone but it was the first time that has ever happened. They help to fix so that it would never happen again and they waived the fee($15) for my text messaging plan for the month. And to exvaxman that kiosk must have been for a dealer not a T-Mobile Store.

[zwolf4444]

Great Customer Service, Terrible Cell Service

Sure the customer service is great. If you can get reception to call them. T-Mobile may be the cheapest service, but you get what you pay for. By far the worst reception of any of the carriers (at least in New York). In NYC, Verizon trumps. Sure, the phones may be crippled with annoying OSes and limitations. But at least they can make calls.

[zwolf4444]

Great Customer Service, Terrible Cell Service

Sure the customer service is great. If you can get reception to call them. T-Mobile may be the cheapest service, but you get what you pay for. By far the worst reception of any of the carriers (at least in New York). In NYC, Verizon trumps. Sure, the phones may be crippled with annoying OSes and limitations. But at least they can make calls.

[man4jc]

Absolute BEST customer service !!

Before I purchased a cell phone plan in '06, I did research on this very thing, and WOW !! Almost every poll I found listed T-Mobile as the best in customer service. I must say that they are correct. The few times that I have needed them, they got the job done quickly and efficiently. I just wish T-Mobile had a little better coverage, but I am highly satisfied. Oh, and they had the best prices that I could find, too. :-)

[man4jc]

Absolute BEST customer service !!

Before I purchased a cell phone plan in '06, I did research on this very thing, and WOW !! Almost every poll I found listed T-Mobile as the best in customer service. I must say that they are correct. The few times that I have needed them, they got the job done quickly and efficiently. I just wish T-Mobile had a little better coverage, but I am highly satisfied. Oh, and they had the best prices that I could find, too. :-)