Complaint Review: voicestream - frankfort Kentucky

As a senior level rep in customer care, I take most of the calls from people who are either angry or cussing, or just want results faster than they feel they can get with a regular rep. There are a few important things to note. 1. when a mobile # is cancelled, it is unavailable for 90 days. IF YOU CANCEL YOUR SERVICE, YOU CAN STILL GET THE SAME # FOR 90 DAYS. PERIOD. 2. Amy, you would call me and I would eat you for lunch. People write letters all the time about my excellent cusumer service, but, when someone calls up and they just want to yell and cuss and be a jerk, then I will calmy make you explain to me exactly what the situation is, and you will ultimately say what I want you to and stop arguing. 3. There are a number of idiots in our company at all levels of positions, but if you call me, I take the time, every time, to make sure that the situation is addressed and resolved. Now, resolution is not the same with everyone, because there are people who think that they should not pay for overage that they used, or for 411 calls that they make. Have you ever called your home phone provider and asked them to reimburse 411 calls? Piece of advice on that. 1-800-555-1212 is a free nationwide directory, call that and you wont get billed. 4. It is easy to scream over the phone at some faceless name/rep#, but would you walk into target screaming at the employees bc the batteries that you needed for your tv remote were AA, and you bought D? No, but that is how you treat care reps. Its really sad that as consumers these days, we expect to "Always be right". If that were true, we would all have Lexus cars, camera phones, flatscreen tvs, etc. I understand the frustration that some of you experience, but that doesnt change the fact that you have to take ownership for going over your minutes by $100 or sending 4000 text messeges and having to pay a nickle each for them. Whether or not anyone reading this thinks it makes any sense is not really my concern. We would love to serve you all at TMobile, but I know that there are people that will have the same exact problems with every company. To those that have actually been wronged, I am sorry. Just please remember, if we didnt have every other caller begging us for credit on some bill that they didnt think they should pay so much on, we would be able to be more receptive and less rigid in our decisions, but, since so many people are looking to get something for nothing, many of our reps can not distinguish the 3 people out of 100 that actually have some sort of valid dispute. Thanks.

The rebuttals to this report from employees in other cities or territories are amazing. The comment about customer service reps being people too. Of course they are people, but the job of a customer service rep (sometimes called account executive) is to handle company business objectively and not feel personally attacked when the customer is irate. When a customer cannot get through to the people who are supposed to help, that is a situation that is infuriating especially when you think about the fact that it costs so much now to have telephone service. The only reason I found this and all the other complaints about Voicestream or whatever it is was because I was interested in checking out getting a job with a local company. I could believe the number of reports that exist. Anyway I think I will go someplace else to apply. By the way. I spent several years working as a customer service manager for manufacturing companies, so when I said that you must not take customers' criticism personally, I know of what I speak. After typing this, I just noticed that the report was dated 3/19/2002. Do these things ever get dropped off the system?

Everyone please take note of the responses above, as well as elsewhere on this webpage, representing Voicestream. Look closely at how they're responding. Think about what this means. I ask you to consider as an ex-employee who left in disgust (as mentioned in another message I left) that these are not the attitudes of people who put their customers first. It's *highly* unlikely that customer service employees who do a genuinely professional job would become obsessive enough to log on later here just to specifically address with such obnoxious and sarcastic tones to a customer they recognize as having dealt with in a childish form of revenge. No, it's obvious that the above was the simple attitude of said employees by nature while on the phones with their customers, with the now-know-known "Voicestream is alright right" attitude that they have become synonymous with, and they display it here well. Are these people responding here the type of individuals you would want handling your phone service? I was especially appalled by the tone of the first reply, which actually asked what the customer's age was. I was actually thinking that over myself in regards to the employee typing the reply, as I personally get the impression that they are just another one of those obnoxious kids out on the floor whom I once had to deal with. I could go further by asking them in all seriousness if they were busy tossing Nerf footballs across the room, playing a board game or their Game Boy while handling that call and whether they were upset that their little bit of fun was interrupted by the customer's call in the first place, but I won't elaborate. And no, I'm not being sarcastic. I wouldn't dream of it in such a serious situation as ignoring customers. I'm being dead serious, and the employees know perfectly well what sort of nonsense I am referring to above. Take note of those responses up there, folks. Trust me, it's the accepted attitude there.

Amy, your letter really was quite humorous. I dont care if you're a God, nobody can provide you service anywhere. And if thats the mouth of a paramedic? I do hope I dont need rescuing anytime soon. Certainly not from an "Amy" who thinks she's in the friggen military getting service everywhere she needs it. If you're saving someones life, why the HELL would you be on a Voicestream phone? Or is the paramedic agency low on walkie talkies? Hm? I think you should calm down, I hear stress is quite high these days. Wouldnt want you to run over a patient in a road rage because your call to 911 (which was you anyway) dropped. Good day!

To the jerk off who rebuted my claim, thank you. I am glad that my comments about your company, the one you represent, made you laugh that hard, because your company is a joke. I am glad that you also found the humour in it. Yes, that was a slap in your face. As if you haven't realized it yet, there are alot more negative comments about this disgusting company, and surprise they all seem to say about the same thing. NO, I am not a child, I happen to be A PARAMEDIC, AND A FIREFIGHTER AND I ALSO HAPPEN TO BE A FEMALE. I SAVE LIVES FOR A LIVING AND HELP PEOPLE IN TIME OF CRISIS. I DEPENDED ON VOICESTREAM FOR CELLULAR SERVICE AT THE VERY MOMENT I WAS TAKING CARE OF A DYING PERSON. COULD HAVE BEEN YOUR MOM, DAD, CHILD OR SPOUSE. THINK ABOUT IT @$#HOLE. YOU ARE PAID BY ME AND BY THE PUBLIC FOR A SERVICE. I COULD CARE FRIGGING LESS HOW BAD OF A DAY YOU ARE HAVING OR HOW MANY CUSTOMERS YOU HAVE HAD TO TELL YOU OFF. YOU PROBABLY DESERVE IT. THINK ABOUT HOW WE FEEL AS THE PUBLIC, PROMISED NOTHING BUT LIES. IF YOU HAVE NO MORE RESPECT FOR THE HUMAN RACE, YOU DON'T DESERVE FOR ME OR ANYONE ELSE TO RESPECT YOU. 90% OF THE TIME WE CALL WITH A GENERAL PROBLEM, AND WE END UP TALKING TO RETARDS LIKE YOU. YES, I DO GET HOSTILE WITH PEOPLE LIKE YOU WHEN YOU SCREW WITH MY MONEY. DO YOU UNDERSTAND???????????? YOU SHOULD BE GLAD THAT THERE IS LONG DISTANCE SEPERATING ME AND YOU WHEN WE ARE DISCUSSING HOW YOU CAN HELP AND FIX YOUR CO WORKERS MISTAKES, BECAUSE YOU WOULD DEFINATELY REMEMBER ME FOR A LONG TIME. TAKE IN CONSIDERATION SIR OR MADAM, HOW YOU WOULD FEEL IN MY SHOES OR THE OTHER PEOPLE WHO HAVE SIMILAR COMPLAINTS. REMEMBER WHO FEEDS YOUR NAPPY HEADED KIDS. THE CUSTOMER, AND LIKE IT OR NOT, WE ARE ALWAYS RIGHT. SO, I FEEL MUCH BETTER THAT YOU WROTE SUCH A PATHETIC REBUTAL, READ YOUR CONTRACT, AND REMEMBER, DO ONTO OTHERS AS YOU WOULD HAVE DONE UNTO YOU. YOU DON'T HAVE TO ANSWER TO ME ABOUT BEING SO CRUEL, AND OHHH, I ALMOST FORGOT, A BIG FAT LIER. YOU HAVE TO ANSWER TO THE BIG MAN UPSTAIRS. THANKS FOR LETTING ME MAKE YOUR DAY. AMY

Your report was too funny. I mean the whole fleas in the armpits thing..that was a hoot. How old are you? Are you even old enough to get a cell phone in your name? All I really wanted to say was HELLO! DID YOU THINK YOU WERE JUST GOING TO GET A $100 CHECK BECAUSE YOU THINK YOU'VE BEEN MISTREATED. Espically if you have cancelled your service. Yeah, Voicestream doesn't want to make money...they just want to give it away. It must be nice in your world...not having to deal with reality and all. You are the worst type of consumer I have to deal with on a daily basis. Not only are you angry and pissed off at the world you don't have a bit of common sense. So you are yelling at me & when I can get a word in edgewise you don't understand the words that are coming out of my mouth. But I don't get to say that when I am on the phone with you. I have to smile and say yes ma'am and apologize if something that occurred to you was our error which yes that does happen. But half the time its nothing that we did. Its something you did or didn't understand or didn't want to understand about your service. You people go around blindly signing anything someone puts in your face. You should try reading your contract and your terms and conditions...thats why we give them to you. And when you do have a problem with your service or when you call any company for that matter....try acting like a grown up. Guess what the rep on the other end of the phone is human and if you are yelling at them and belittling them for something that is not even remotely that individuals fault then they are not going to be real keen on helping you. But if you call to calmly work out the problems you are experiencing then you will probably get a solution much quicker. It's been said a million times & I'll say it again...treat others the way you would like to be treated. P.s. Take a chill pill....it's not that deep.