I would like to express my displeasure with multiple recent T-Mobile customer service i...
GetHuman1006385's customer service issue with T-Mobile from August 2018
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The issue in GetHuman1006385's own words
I would like to express my displeasure with multiple recent T-Mobile customer service interactions. Last week (* August), I contacted customer service after experiencing multiple phone issues. I explained to the representative that my phone had been turning itself off on its own and then ultimately got to the point that I could no longer charge it. I referenced the ongoing iPhone * promotion ($** with addition of a new line) and asked if there was a way to waive the new line requirement given that I had added * lines within the previous month (having just joined T-Mobile's Military ONE plan). I was forced to endure a painful **-minute phone conversation in which the representative continually misunderstood and refused to answer the questions I asked while trying to sell me products I wasn't asking for. She refused repeated requests to put a supervisor on the line. When I was finally connected to a supervisor, I was informed that she couldn't offer me the solution I asked for but that she could coordinate a warranty replacement for my phone, which I viewed as an effective solution at the time. However, I was given no indication that a) there would be a charge for this replacement or b) that the replacement phone would not come with a battery (which seems absurd given the charging issue that could be either the phone, battery, or both). When my wife received the message (in Spanish, which seemed strange) that my phone was available for pickup, I went to my local T-Mobile store (** August). While there, I dealt with Sung, who was an awesome sales representative. Sung contacted customer service and asked them to provide support for a battery warranty exchange. He said that he had been able to do this previously but simply did not maintain batteries in the store. The representative at customer service, however, repeatedly refused Sung's request. He continued to advocate for me with the supervisor, explaining that I seemed to have an issue with both the phone and battery (the old battery in new phone had some capability but barely held any charge) to no avail. Had I been told there would be no battery, I could have taken action on that while waiting for the replacement phone to arrive. As it was, I still needed to figure out a solution to that problem after getting the phone. I was left very unsatisfied after these multiple, frustrating interactions with T-Mobile customer service. While I appreciate the cost and features of the T-Mobile Military ONE plan, if I continue to experience such subpar customer service, I will actively seek out an opportunity to transfer my business to a carrier that values me, and customer service in general, at a higher level.
GetHuman1006385 did not yet indicate what T-Mobile should do to make this right.
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