Personal note to T-Mobile
T-Mobile Customer Relations
P.O. Box 37380
Albuquerque, NM 87176-7380
Dear T-Mobile Customer Relations,
As a long term user since 2001 when T-Mobile was once VoiceStream Wireless I am an unhappy customer. Mathematically I’ve been a faithful customer for a significant amount of time. I remember being so excited when I received my first phone in high school under my mothers plan and loving the fact that I could talk on the go or call someone if I were ever in trouble. T-Mobile seemed to care about their customers and treated their VoiceStream members with premium service. However recently, my experience with T-Mobile has not been so pleasant.
Within the last year I have not been completely satisfied with T-Mobile and furthermore I do not feel that the company values me as a long term user. For instance, in the last 6 to 8 months I have tried to contact T-Mobile a few times by sending an email and received no response, I have tried to chat-live and have been left waiting for longer than 10minutes for a response, I have had all my pictures from my past cell phones (including my current cell phone) that were uploaded to My Album erased! In addition to not receiving any form of contact that there was a problem with My Album from T-Mobile I was given the run around by being told that the pictures would be put back. This was later identified as a lie after finding out that the IT Department would not be able to retrieve any of my pictures that were lost. Again, T-Mobile did not offer an immediate solution to the problem but later after having to ASK what could be done to make me feel better I was given a $15 credit on my most recent bill. It is sad that I had to ASK for something to be done to compensate for my loss, instead of T-Mobile just automatically offering some type of remedy. To continue with my frustration, on November 3rd around 4:30 p.m. my network was down, with no signal, unable to receive or transmit calls or text messages until about 11:00 p.m. that night. To make matters worse, my car stopped that night around 9:45/10:00 p.m. and I was unable to even call 911 let alone a tow truck for assistance. I had to walk to the nearest landmark, at night, alone, in the cold to use a land line phone. A widespread of T-Mobile users was unable to receive or transmit calls as well. There was no form of communication given to those users from T-Mobile through email or even a simple message online. Furthermore, once the network was back up and running there was no apologetic note sent to those customers. The fact that I have to even take the time to construct this letter is absurd.
In short, my intent is not to say that all phone carriers do not have some type of problems but I am unclear on how T-Mobile has received the "2009 Highest Ranked Wireless Customer Service Performance" or the "2008 Highest in Overall Customer Satisfaction with Wireless Retail Service” when the company clearly have so many unaddressed above issues and have such lack in keeping your long term customers happy. There seems to be no remorse for T-Mobile’s actions and the generic response is “we apologize for the inconvenience and we understand this matter can be frustrating.” I suppose that is a pacifier taught to your Customer Service Reps, but I would suggest that T-Mobile be proactive rather than reactive in your approach to fixing the problems that arise.
Sincerely your customer,
Ebony Stewart
832-597-xxxx
Dear T-Mobile Customer Relations,
As a long term user since 2001 when T-Mobile was once VoiceStream Wireless I am an unhappy customer. Mathematically I’ve been a faithful customer for a significant amount of time. I remember being so excited when I received my first phone in high school under my mothers plan and loving the fact that I could talk on the go or call someone if I were ever in trouble. T-Mobile seemed to care about their customers and treated their VoiceStream members with premium service. However recently, my experience with T-Mobile has not been so pleasant.
Within the last year I have not been completely satisfied with T-Mobile and furthermore I do not feel that the company values me as a long term user. For instance, in the last 6 to 8 months I have tried to contact T-Mobile a few times by sending an email and received no response, I have tried to chat-live and have been left waiting for longer than 10minutes for a response, I have had all my pictures from my past cell phones (including my current cell phone) that were uploaded to My Album erased! In addition to not receiving any form of contact that there was a problem with My Album from T-Mobile I was given the run around by being told that the pictures would be put back. This was later identified as a lie after finding out that the IT Department would not be able to retrieve any of my pictures that were lost. Again, T-Mobile did not offer an immediate solution to the problem but later after having to ASK what could be done to make me feel better I was given a $15 credit on my most recent bill. It is sad that I had to ASK for something to be done to compensate for my loss, instead of T-Mobile just automatically offering some type of remedy. To continue with my frustration, on November 3rd around 4:30 p.m. my network was down, with no signal, unable to receive or transmit calls or text messages until about 11:00 p.m. that night. To make matters worse, my car stopped that night around 9:45/10:00 p.m. and I was unable to even call 911 let alone a tow truck for assistance. I had to walk to the nearest landmark, at night, alone, in the cold to use a land line phone. A widespread of T-Mobile users was unable to receive or transmit calls as well. There was no form of communication given to those users from T-Mobile through email or even a simple message online. Furthermore, once the network was back up and running there was no apologetic note sent to those customers. The fact that I have to even take the time to construct this letter is absurd.
In short, my intent is not to say that all phone carriers do not have some type of problems but I am unclear on how T-Mobile has received the "2009 Highest Ranked Wireless Customer Service Performance" or the "2008 Highest in Overall Customer Satisfaction with Wireless Retail Service” when the company clearly have so many unaddressed above issues and have such lack in keeping your long term customers happy. There seems to be no remorse for T-Mobile’s actions and the generic response is “we apologize for the inconvenience and we understand this matter can be frustrating.” I suppose that is a pacifier taught to your Customer Service Reps, but I would suggest that T-Mobile be proactive rather than reactive in your approach to fixing the problems that arise.
Sincerely your customer,
Ebony Stewart
832-597-xxxx
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