- Report: #183764
Complaint Review: T-Mobile - Albuquerque New Mexico
Reported By:
-
Newark International Airport, New Jersey,
Submitted:
Updated:
-
Author Confirmed
Why?
T-Mobile
PO BOX 37380 Albuquerque, 87176 New Mexico, U.S.A.
Phone:
800-937-8997
Web:
N/A
Categories:
Business Rating:
(0)
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T-Mobile, NO SERVICE, NO Responsibility, NO Existing Corp HDQ. ripoff Albuquerque New Mexico
T-Mobile seems to be the most amazing group of mindless, Non Existant, unaccountable corporate ghosts I've encountered in quite some time.
I was left no choice but to cancel my corporate account with T-Mobile after 7 1/2 years by their own incompetent staff.
Actually my account started as Omnipoint to VoiceStream to T-mobile for the sake of accuracy.
I called their "Customer Service", a loosly fitting term, to add another telephone line onto our account. A simple process I've done in the past. This time, A young man, obviously not well trained is going to help me. I'm patient so I tolorate his fumbling for quite some time. I answered the same security questions time after time after time and again, He kept me on hold while trying to get his accounting department on the line to confirm my companies information, we do that and start with the same security questions again.
That exchange goes on for well over an hour. Now we're ready to set up the additional phone line. He asks me for a Credit Card. When I inquire as to why, since I have a long standing account, no comprehenable answer presents itself, he just needs a credit card. I remind him that we spent 15 minutes on a three way call with your corporate billing department and they confirmed everything is fine for him to proceed with the new service. Like a pre-programmed robot he continues to ask for a credit card. Finally, my confidence in this young man's ability to understand how the world works comes to an end.
I asked him to put his supervisor on the line, more time passes and finally we get "Wendy the Supervisor", she must have enough experience to understand the between a long standing business customer and a one-offer trying to get a quick deal.
She does not. She also asks for a credit card, every bit of reasonable logic I layed before her went to the wind. She has no superior I can speak with, she does not have any numbers in their corporate headquarters, she does not know where corporate headquarters is located. She advises me after 1:45 on the phone trying to increase my business with T-mobile to visit a Cell Phone Store and perhaps they can help me.
I clearly advised "WENDY the SUPERVISOR", If she can't get this simple service set up as was done in the past, she leaves me no choice but to change services to CINGULAR or Verizon. She can't help me.
The best I could find on T-Mobile was a FAX number, T-Mobile WILL NOT PUT A HUMAN ON THE PHONE WITH YOU THAT CAN UNDERSTAND OR HELP A CUSTOMER. So I fax a letter to their "Customer Relations Department" explaining my position as a customer of seven and one half years and the position I was put in by their own staff. Since I was given no choice but to switch my service over to CINGULAR by their own staff, I do not expect any early termination fees to be applied to my account.
Expecting an apologic letter from their "Customer Relations Department" for the lack of service I expierences, I get a letter from Melissa Forrester, Customer Relations for T-Mobile advising me of the early termination fees due in the amount of $429.11.
Since my time is more valuable then T-Mobile's, expecially when wasted, I have little choice but to invoice T-Mobile for my time, inconvenience, set up charges with Cingular and all other associated costs incurred because of their own staff.
When I tried to track down Melissa Forrester, Customer Relations at T-Mobile in Albuquerque, NM, I'm told T-Mobile doesn't exist in NM, They are in Washington State, I get a number for that location and everyone plays dumb. The last individual I spoke with didn't have a name, just a number and heard me perfectly when the conversation began, after I asked for customer relations he made believe that he could no longer hear me, blurted out a 800 number and hung up.
Well run corporation? Maybe, if it actually existed.
I will also cancel my wife's T-Mobile account of 5 years and move that over to CINGULAR. Incidently, setting up a business account with Cingular for 5 lines took less then 15 minutes start to finish.
Larry
Newark International Airport, New Jersey
U.S.A.
Click here to read other Rip Off Reports on T-Mobil
I was left no choice but to cancel my corporate account with T-Mobile after 7 1/2 years by their own incompetent staff.
Actually my account started as Omnipoint to VoiceStream to T-mobile for the sake of accuracy.
I called their "Customer Service", a loosly fitting term, to add another telephone line onto our account. A simple process I've done in the past. This time, A young man, obviously not well trained is going to help me. I'm patient so I tolorate his fumbling for quite some time. I answered the same security questions time after time after time and again, He kept me on hold while trying to get his accounting department on the line to confirm my companies information, we do that and start with the same security questions again.
That exchange goes on for well over an hour. Now we're ready to set up the additional phone line. He asks me for a Credit Card. When I inquire as to why, since I have a long standing account, no comprehenable answer presents itself, he just needs a credit card. I remind him that we spent 15 minutes on a three way call with your corporate billing department and they confirmed everything is fine for him to proceed with the new service. Like a pre-programmed robot he continues to ask for a credit card. Finally, my confidence in this young man's ability to understand how the world works comes to an end.
I asked him to put his supervisor on the line, more time passes and finally we get "Wendy the Supervisor", she must have enough experience to understand the between a long standing business customer and a one-offer trying to get a quick deal.
She does not. She also asks for a credit card, every bit of reasonable logic I layed before her went to the wind. She has no superior I can speak with, she does not have any numbers in their corporate headquarters, she does not know where corporate headquarters is located. She advises me after 1:45 on the phone trying to increase my business with T-mobile to visit a Cell Phone Store and perhaps they can help me.
I clearly advised "WENDY the SUPERVISOR", If she can't get this simple service set up as was done in the past, she leaves me no choice but to change services to CINGULAR or Verizon. She can't help me.
The best I could find on T-Mobile was a FAX number, T-Mobile WILL NOT PUT A HUMAN ON THE PHONE WITH YOU THAT CAN UNDERSTAND OR HELP A CUSTOMER. So I fax a letter to their "Customer Relations Department" explaining my position as a customer of seven and one half years and the position I was put in by their own staff. Since I was given no choice but to switch my service over to CINGULAR by their own staff, I do not expect any early termination fees to be applied to my account.
Expecting an apologic letter from their "Customer Relations Department" for the lack of service I expierences, I get a letter from Melissa Forrester, Customer Relations for T-Mobile advising me of the early termination fees due in the amount of $429.11.
Since my time is more valuable then T-Mobile's, expecially when wasted, I have little choice but to invoice T-Mobile for my time, inconvenience, set up charges with Cingular and all other associated costs incurred because of their own staff.
When I tried to track down Melissa Forrester, Customer Relations at T-Mobile in Albuquerque, NM, I'm told T-Mobile doesn't exist in NM, They are in Washington State, I get a number for that location and everyone plays dumb. The last individual I spoke with didn't have a name, just a number and heard me perfectly when the conversation began, after I asked for customer relations he made believe that he could no longer hear me, blurted out a 800 number and hung up.
Well run corporation? Maybe, if it actually existed.
I will also cancel my wife's T-Mobile account of 5 years and move that over to CINGULAR. Incidently, setting up a business account with Cingular for 5 lines took less then 15 minutes start to finish.
Larry
Newark International Airport, New Jersey
U.S.A.
Click here to read other Rip Off Reports on T-Mobil
4 Updates & Rebuttals
Phil
Bizness,New Mexico,
U.S.A.
Honey Vs Vinegar
#2UPDATE EX-employee responds
Fri, April 07, 2006
I understand that you're angry, you have every right to be. Lets face it, in some ways you get what you pay for. NO LEGITIMATE CELL PHONE COMPANY IN THE WORLD, sets off to say "lets screw over our customers, lets steal money" they wouldn't be in business if you did that. And just imagine, how confusing the cell phone business is for a customer, it is twice that for a cell phone customer representative, everything changes, 1 minute to the next, I know i've done other companies. And I'm here to tell you today, that Cingular royally screwed over at&t and furthermore, Cingular in my experience is horrible, they treat their customers like garbage and their employes like 3rd class garbage. No phone company in the world has "perfect signal" either, just find one that works well for you and hope you can stick with it. As for all your confusion with the company, if you start off angry with anyone, they're going to do nothing for you, which im sure by now you know this. You're not going to recieve a direct number to customer relations, you will not be transferred to them, you will not be transferred to corporate, and you will not be given a number to them, I'm sorry sir, its just the way it is, and its the same with every cell phone company. Don't worry about getting a last name either, not unless you're planning on murdering someone, theres no need for it, that is why in the first place they do not give out last names. Calmly explain your situation to the first person that answers your call, they will try to help, its their job. Politely ask to talk to their supervisor, then their supervisor and who knows maybe you'll end up with the facility's GM, its just the way the chain of command goes. It can get frustrating with how everyone will try to help, but each step you take up that ladder, the slimmer your chances will become, because if you have to get a really high up person to take an escalated phone call, they wont be happy about it. I can understand your frustration, believe me, this is all just to help bring more order to your rant and to help you. In my experience, as working for T-mobile, the "real" t-mobile, is that you will have better luck calling a "real" t-mobile call center. I didn't like the outsourcers from Canada and wherever else either. T-mobile still uses less outsourcing that the other phone companies though (especially cingular). I wish you luck Sir, I hope that you can use some of this information, get to a real call center, a REAL t-mobile call center will give you more luck, write customer relations again. I hope this helps, just keep the temper down and you should get this resolved.
Larry
Hawthorne,New Jersey,
U.S.A.
No Possibility of Speaking with Customer Relations
#3Author of original report
Wed, March 29, 2006
I decided to give T-Mobile another call based on one of the replies. First Spoke to John #133807 and asked for Customer Relations. I knew he would be a waste of time so I asked for his supervisor, Kim T., refused to give last name. She doesn't have any numbers to "Customer (oxymoran) Relations" and outright refused to put her superior on the telephone whom might have a number to T-Mobile's Corp Headquarters. I could probably get Osama Bin Laden on the telephone before any responsible party at T-Mobile. He would probably be more helpful. This, in my opinion, is a company that's setting itself up for a class action lawsuit judging from the complaint string, in fact, I think there is a web site of Lawyers that look for just that sort of information.
Steven
Youngstown,Ohio,
U.S.A.
might want to think about who you switch to
#4Consumer Suggestion
Wed, March 29, 2006
Sir, I am in no way affiliated with T-mobile. I actually hate them because I have been screwed over as well....i was just going to suggest not going with Cingular also....I work at a phone company....We have many employees who used to work for Cingular's call center who tell us horror stories on how they treat their customers and how no one knows what they are doing they basically dont have any training and will screw you over with you mobile to mobile and roll over minutes...so beware! I would probably look at these rip off reports also to see who has the less rip off reports...which T-mobile and cingular are definitely not in the running on that one....
Carolyn
ALBUQUERQUE,New Mexico,
U.S.A.
Just some information
#5UPDATE EX-employee responds
Tue, March 28, 2006
I just wanted to let you know that yes T-Mobiles "corporate offices" are in Washington state, but New Mexico has the 2 largest offices for T-Mobile. One of the offices is 1201 Menaul Blvd Albq NM 87101 is where Customer Relations is. Customer Relations is basically the top of the line for customers, if your problem can not be solved by a representative over the phone, or online through email or with the representatives supervisors, which are in order of relevance: Sr Rep, Coach, Team Manager, they are the ones that will handle your request. The direct address to customer relations is Customer Relations PO Box 37380 Albuquerque, NM 87176-7380 The address can be found on the website at tmobile.com click Contact Us.
