T-Mobile

Knowledgable staff that’s customer-​centric.
This was my first time at T-​Mobile, so naturally I had a lot to ask. Most people would have been fed up with the numbing and excessive number of questions, but the customer rep was incredibly pleasant and eager to help. It’s demonstrative of the company’s focus on it’s customers.

No complaints here. Went in to activate a SIM for a pay as you go phone I already had and the process was quick and simple and fast. There is also a representative by the name of Angelica who seems very popular. Another gentlemen helped me and he was equally good.

I stopped by here today looking for a new contract and my first smart phone. Joe, the sales person I talked with, was fantastic. He told me a lot of info about the phones that would have taken me forever to find and sort through online, or I just wouldn’t have known to look for. (e.g., the difference in feel between a dual and single processor phone, when new phones were coming out that might be better for me than current options, the hardware upper limit on 4G connection speeds that might affect performance once the network gets better) I didn’t buy a phone today because I wanted to think a bit more before I make the purchase, but I’m really glad I got to talk to someone knowledgeable. Thanks Joe!

An ominous vague text message from my cellphone provider said to contact Tmobile immediately. It was the first indication that something was wrong. I called Tmobile and a representative informed me that my account is under review for over-​usage on my wireless card.
I signed up for the wireless card in April. I was told it’s $ 55 a month for 5 GB. And 20 cents extra for each GB that I go over, with a maximum of $ 15.00. So I thought for $ 70 bucks a month it’s unlimited. All this time, I had held onto to the basic conditions of the service.
When I called Tmobile a representative said I went over my wireless card plan by more than 7,500 GB. Oh boy! That’s like 7455 GB too many. She said I owed Tmobile $ 1,070 in overages for my wireless card. I was in disbelief. I repeated my original understanding of the plan. She said that there was nothing she could do to remove the overages, that I should have checked the usage meter to see just how much I was using. She ultimately suggested I go to the store where I signed up to clarify the issue.
Uncertain and worried, I headed over to the store where I signed up. I calmly told the store manager what had taken place today. The store manager looked up my account and called Tmobile. As he spoke with the corporate Tmobile representatitve, I listened.
The store manager accepted responsibility for the misunderstanding, saying that he and the staff had been trained to promote the wireless card in a misleading way, based on the training material they had received.
Turns out, I wasn’t the only customer this had happened to, that meetings had been taken to specifically talk about this issue. He went on to explain that the training they had received encouraged them to promote the unlimited internet access for $ 70 a month.
His call was transferred, he re-​explained the situation. As I listened, I could tell the store manager was on my side. And doing what was possible to improve the bill. He went on to say that he was willing to extend a $ 100 store manager credit, that the region extend $ 200 credit toward the balance.
Tmobile accepted responsibility for how the plan was presented to me. I will not have to pay for going over my wireless card plan by over 7,000 GB. The store manager went above and beyond to correct the incorrect information. Tmobile was on my side. Without a doubt, Tmobile is customer-​centric.