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

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

[Wolfie2k5]

T-Mobile rules!

I've had T-Mobile for the past 5 years and wouldn't consider switching. Out of all the carriers out there, they've got the best deal. Period. The trouble is - it's not available all the time.

The deal is 1000 regular minutes per month - plus FREE nights and weekends for $39.99.

AT&T - formerly Cingular - offers only 350 minutes for the same price. Verizon and Sprint are a bit better with 450 minutes for the money.

Unfortunately the 1000 minute WITH nights and weekends is only a seasonal thing. It's only available for a short time whenever they need LOTS of new customers.

Rollover from AT&T isn't much of a bargain for me - I may not use up all of those 1000 minutes every month, but I use more than 350 more often than not. Not having to watch the timer is a bonus.

My only gripe about T-Mobile - they need a broader selection of phones. Better ones. More exotic ones. Like the Motorola A1200. The Nokia N-95. Etc... The iPhone, if nothing else, has proven there's a market for phones that are more than just something to call and text on.

On the plus side, their tech support has one thing going for it - they DO have their act together when it comes to supporting unlocked "gray market" GSM phones. While they couldn't get my phone configured for picture messaging - it required the T-Zones service which wasn't on my plan - their configuration did resolve an issue I had with voice mail. Whenever someone left a message, or I called to check messages, I'd get a blank text message. After their efforts, I now get a text message saying "New Voicemail" and gives me the option to call and check it.

[Wolfie2k5]

T-Mobile rules!

I've had T-Mobile for the past 5 years and wouldn't consider switching. Out of all the carriers out there, they've got the best deal. Period. The trouble is - it's not available all the time.

The deal is 1000 regular minutes per month - plus FREE nights and weekends for $39.99.

AT&T - formerly Cingular - offers only 350 minutes for the same price. Verizon and Sprint are a bit better with 450 minutes for the money.

Unfortunately the 1000 minute WITH nights and weekends is only a seasonal thing. It's only available for a short time whenever they need LOTS of new customers.

Rollover from AT&T isn't much of a bargain for me - I may not use up all of those 1000 minutes every month, but I use more than 350 more often than not. Not having to watch the timer is a bonus.

My only gripe about T-Mobile - they need a broader selection of phones. Better ones. More exotic ones. Like the Motorola A1200. The Nokia N-95. Etc... The iPhone, if nothing else, has proven there's a market for phones that are more than just something to call and text on.

On the plus side, their tech support has one thing going for it - they DO have their act together when it comes to supporting unlocked "gray market" GSM phones. While they couldn't get my phone configured for picture messaging - it required the T-Zones service which wasn't on my plan - their configuration did resolve an issue I had with voice mail. Whenever someone left a message, or I called to check messages, I'd get a blank text message. After their efforts, I now get a text message saying "New Voicemail" and gives me the option to call and check it.

[sazim]

T-Mo is simply the best!

I've had other carriers (including Verizon and AT&T) and there's just no other
that can compare with the Customer Service of T-Mobile. In fact, one of the
major reasons I left the other companies w because of their awful CS. I have
the same coverage (I'm in NJ) as with the other ones, including almost the
same 'dead' zones (few and far between) but now, if I have a problem or
question (not very often at all) I know I can call my company, be connected
within a minute or two ( I think I timed it and 1:45 was the longest I've ever
waited). Not only will they solve my problem, but often will call back a few
days later to be sure it's still fine.

It's really almost sad, because I soooo want the iPhone, but nothing will
tempt me to leave. I guess I'll just have to wait until Apple's contract with
AT&T runs out or someone comes up with an unlocking method that won't be
trashed when the next upgrade comes along. On the whole, not a bad
situation to be in to get consistantly good service.

[sazim]

T-Mo is simply the best!

I've had other carriers (including Verizon and AT&T) and there's just no other
that can compare with the Customer Service of T-Mobile. In fact, one of the
major reasons I left the other companies w because of their awful CS. I have
the same coverage (I'm in NJ) as with the other ones, including almost the
same 'dead' zones (few and far between) but now, if I have a problem or
question (not very often at all) I know I can call my company, be connected
within a minute or two ( I think I timed it and 1:45 was the longest I've ever
waited). Not only will they solve my problem, but often will call back a few
days later to be sure it's still fine.

It's really almost sad, because I soooo want the iPhone, but nothing will
tempt me to leave. I guess I'll just have to wait until Apple's contract with
AT&T runs out or someone comes up with an unlocking method that won't be
trashed when the next upgrade comes along. On the whole, not a bad
situation to be in to get consistantly good service.

[esfabian]

Good service, bad coverage

Customer service is good. I and my ex-wife both have "family plans" (mine is for 400 min/month, free calls to all T-mobile customers any time, free eve/weekend) and went over it only twice in 3 years between my son's and my own usage. My daughter is on the ex-wife's plan, so any calls between the 4 of us are always free. BUT... my ex-wife's residence has bad coverage. Sometimes they just turn around in a chair and the call is lost. An additional problem - cannot get through to some call-in radio programs, because the program answer's your call only when its your turn to be on the air, and T-Mobile cuts you off after 60s of unanswered ringing. My other problem is the Siemens CT62 phones that came with the original plan. It was a 1-year contract, but the manufacturer's manual states that the battery's life time is 6 months! In fact the battery still functions after 3 years, but before I had the phone for 6 months it needed to be charged every night when barely used, and even in the middle of the day if I made many calls. Another good thing about T-Mobile is that after my original contract expired, I've been on the same billing plan with no contract. Would I like a newer phone? Not unless I can transfer all the data it stores (but not in the transferrable SIM card) automatically.

[esfabian]

Good service, bad coverage

Customer service is good. I and my ex-wife both have "family plans" (mine is for 400 min/month, free calls to all T-mobile customers any time, free eve/weekend) and went over it only twice in 3 years between my son's and my own usage. My daughter is on the ex-wife's plan, so any calls between the 4 of us are always free. BUT... my ex-wife's residence has bad coverage. Sometimes they just turn around in a chair and the call is lost. An additional problem - cannot get through to some call-in radio programs, because the program answer's your call only when its your turn to be on the air, and T-Mobile cuts you off after 60s of unanswered ringing. My other problem is the Siemens CT62 phones that came with the original plan. It was a 1-year contract, but the manufacturer's manual states that the battery's life time is 6 months! In fact the battery still functions after 3 years, but before I had the phone for 6 months it needed to be charged every night when barely used, and even in the middle of the day if I made many calls. Another good thing about T-Mobile is that after my original contract expired, I've been on the same billing plan with no contract. Would I like a newer phone? Not unless I can transfer all the data it stores (but not in the transferrable SIM card) automatically.

[Renegade Knight]

I Switched From Verizon - That Was A Mistake

Verizon had crappy corporate business practices but I had to give them gold stars for coverage and customer service. T-Mobile. They started out by lying about being able to turn off services that I don't want. Verizon did that and I never had a suprise on my bill. T-Mobile doesn't do that but I didn't learn until after I had signed on for a year and got a suprise on my bill (miskeyed text message). I dreatd opening my T-Mobile bill because of yet another suprise. Most of their Customer Service reps sound like they are teens who's attention is on the hot date they have that evening and not on solving a problem.

In spite of bad customer service, lying about turning off services I don't want access to, having the worse selection of phones of anybody, at least they have crappy coverage.

[Renegade Knight]

I Switched From Verizon - That Was A Mistake

Verizon had crappy corporate business practices but I had to give them gold stars for coverage and customer service. T-Mobile. They started out by lying about being able to turn off services that I don't want. Verizon did that and I never had a suprise on my bill. T-Mobile doesn't do that but I didn't learn until after I had signed on for a year and got a suprise on my bill (miskeyed text message). I dreatd opening my T-Mobile bill because of yet another suprise. Most of their Customer Service reps sound like they are teens who's attention is on the hot date they have that evening and not on solving a problem.

In spite of bad customer service, lying about turning off services I don't want access to, having the worse selection of phones of anybody, at least they have crappy coverage.

[mzoink]

A survey on a survey...

...wow, this is a sweet waste of time. You must think your readers have nothing better to do then confirm what has already been learned by the extensive research of JD Power & Assoc. Well, I guess you're right. T-Mo rules.

[mzoink]

A survey on a survey...

...wow, this is a sweet waste of time. You must think your readers have nothing better to do then confirm what has already been learned by the extensive research of JD Power & Assoc. Well, I guess you're right. T-Mo rules.

[showiekape]

I agree. T-Mobile has the best customer service.

I tried changing to Spring two years ago since they were offering unlimited calling starting 7 PM on weekdays. However, their customer service is the worst that I have experienced. I didn't finish the 30-day trial because of the horrid customer service. I then asked for a refund of the fees I paid (~$70). It took me FOUR MONTHS and numerous calls to different departments to receive the refund. Until today, I still receive a statement from Sprint stating that they still owe me the same $70.

[showiekape]

I agree. T-Mobile has the best customer service.

I tried changing to Spring two years ago since they were offering unlimited calling starting 7 PM on weekdays. However, their customer service is the worst that I have experienced. I didn't finish the 30-day trial because of the horrid customer service. I then asked for a refund of the fees I paid (~$70). It took me FOUR MONTHS and numerous calls to different departments to receive the refund. Until today, I still receive a statement from Sprint stating that they still owe me the same $70.

[Kuko Ako]

T-Mobile: The best choice if you travel overseas

It is estimated that 82% of the global mobile market uses GSM, which T-Mobile's network is based upon. In addition to their excellent customer service, T-Mobile will actually give you the unlock code for your cell phone if you ask for it; great for traveling abroad. This makes a lot of sense--you've already paid for the phone, it's yours, and you should be able to use it wherever you are in the world. Try that with the OTHER major GSM carrier in the U.S.! I just wish T-Mobile would roll out 3G soon.

[Kuko Ako]

T-Mobile: The best choice if you travel overseas

It is estimated that 82% of the global mobile market uses GSM, which T-Mobile's network is based upon. In addition to their excellent customer service, T-Mobile will actually give you the unlock code for your cell phone if you ask for it; great for traveling abroad. This makes a lot of sense--you've already paid for the phone, it's yours, and you should be able to use it wherever you are in the world. Try that with the OTHER major GSM carrier in the U.S.! I just wish T-Mobile would roll out 3G soon.

[hireup]

T-Mobile The Best

We had Cingular, a horrible customer service experience (read that "we don't care"), immediately prior to T-Mobile. T-Mobile customer service could be used a model across multiple industries. Our employees who have other carriers are amazed at the quality of T-Mobile's customer service. Try it you'll love it.

[hireup]

T-Mobile The Best

We had Cingular, a horrible customer service experience (read that "we don't care"), immediately prior to T-Mobile. T-Mobile customer service could be used a model across multiple industries. Our employees who have other carriers are amazed at the quality of T-Mobile's customer service. Try it you'll love it.

[JStringer]

T-Mobile Customer Service is great

I completely concur with both this posting and the JD Powers survey. I've been a T-Mobile customer for 4 years and, while their coverage is spotty at times, their rate plans and customer service are top notch.

[JStringer]

T-Mobile Customer Service is great

I completely concur with both this posting and the JD Powers survey. I've been a T-Mobile customer for 4 years and, while their coverage is spotty at times, their rate plans and customer service are top notch.

[AZCruiseGuy]

T-MOBILE SURPASSES THE REST BY FAR

My wife and I had been AT&T cellular service users for approximately 15 years. We started off with Motorola bricks. In April, 2007 we were going on a river cruise in France. In preparation I went to my AT&T store and purchased a new Palm Treo. I was assured that the Treo would function in the European countries in which we would be travelling. To further ensure functionality I called AT&T, before leaving the states, to notify them that we would be travelling and was reassured that the Treo would work while over there. While changing planes in Italy I tried to use the new phone to no avail. I tried again in Paris and the call failed again. Throughout the 10 day trip we were out of touch. Upon our return to the states I went to my AT&T store where they checked the reason for the malfunction. I ended up talking with the west coast security office who told me that the service had been turned off because someone was trying to use my phone in Italy. I explained the entire sequence of events to the security manager who simply apologized for the mistake and offered no further remedy.

The next day we became T-Mobile customers and have been happy with them their service and support since then. This includes trips to Europe, Mexico and the Caribbean.

T-Mobile deserved their award from JD Power and Associates!

[AZCruiseGuy]

T-MOBILE SURPASSES THE REST BY FAR

My wife and I had been AT&T cellular service users for approximately 15 years. We started off with Motorola bricks. In April, 2007 we were going on a river cruise in France. In preparation I went to my AT&T store and purchased a new Palm Treo. I was assured that the Treo would function in the European countries in which we would be travelling. To further ensure functionality I called AT&T, before leaving the states, to notify them that we would be travelling and was reassured that the Treo would work while over there. While changing planes in Italy I tried to use the new phone to no avail. I tried again in Paris and the call failed again. Throughout the 10 day trip we were out of touch. Upon our return to the states I went to my AT&T store where they checked the reason for the malfunction. I ended up talking with the west coast security office who told me that the service had been turned off because someone was trying to use my phone in Italy. I explained the entire sequence of events to the security manager who simply apologized for the mistake and offered no further remedy.

The next day we became T-Mobile customers and have been happy with them their service and support since then. This includes trips to Europe, Mexico and the Caribbean.

T-Mobile deserved their award from JD Power and Associates!