T-Mobile, how to get a human? Sorry a little rantish

[chiefmickeymouse]

The person who used to have my home phone number owes T-Mobile big time and they keep robot dialing my house, several times a day. I called them back to tell them "wrong number, go away" and end up in the recording loop from heck. I actually got a person, and he sent me back to the loop. It hangs up on me if I don't pick one of the options, which none of them are close to what I want...any ideas? The only option that yields a live being is the new service option. When you get through to them they send you back to "Customer Care" when they find you don't want new service.

I tried saying "representative" three times, "customer service", and was hung up on both times! Are you kidding me! We aren't customers, (and never will be now). I know I don't have to answer the phone, but it comes in from different numbers, many of them local. I never know when it's them. I think it might be time to drop the home phone number since we scored the jackpot 11 months ago by getting the previous number of someone who owes $$$$$ to everyone!

 

[Best Aunt]

To find out how to get out of a phone tree and get a customer service rep:
www.gethuman.com

I don't know if T-Mobile is included. Even if it doesn't help you this time, it seemed like a website you would like to know about.

 

[MomToOne]

If they have a Facebook page, try posting a message there. Many of these companies have special escalation customer service personnel that watch "social media" for any signs of frustration that can get others riled up.

You can also try Twitter, if they have any sort of customer service account there.

And if all else fails, file a complaint against them with the FCC. I learned they will usually jump pretty quickly onto those. I filed one against Virgin Mobile when I had an intermittent problem that they never fixed, despite numerous trouble tickets over a 9 month period. Once I complained to the FCC though they managed to fix the problem in less than a day

 

[FergieTCat]

I despise T-Mobile and am counting the days until my contract is up (1 year and 8 months, sadly). I've been a customer for a few years, but will dump them as soon as I can.

Their customer service is useless. They had no advice and couldn't think of any way they could help me, other than reading a generic solution from a script, which did not address my problem.

I won't get into my issue, but I did complain to the FCC and got a very nasty phone call from someone in their executive offices (don't remember his name). He actually said to me "So, you just want money, right?" No, I wanted someone to resolve my problem. It was resolved eventually, and now I am hoping that I don't have to deal with them directly again.

Good luck!

 

[chiefmickeymouse]

I despise T-Mobile and am counting the days until my contract is up (1 year and 8 months, sadly). I've been a customer for a few years, but will dump them as soon as I can.

Their customer service is useless. They had no advice and couldn't think of any way they could help me, other than reading a generic solution from a script, which did not address my problem.

I won't get into my issue, but I did complain to the FCC and got a very nasty phone call from someone in their executive offices (don't remember his name). He actually said to me "So, you just want money, right?" No, I wanted someone to resolve my problem. It was resolved eventually, and now I am hoping that I don't have to deal with them directly again.

Good luck!

Wow, that sounds awful! Good to know. We were looking to leave AT&T for a lower price, but I don't have the patience to deal with these fools.

 

[ceecee]

AND if you do get a human, hope for one that speaks your language!!!

 

[Nayan]

AND if you do get a human, hope for one that speaks your language!!!

Hello, my name is Peggy

 

[Sadie22]

Why not get a new telephone number?

 

[HM]

Sometimes pressing "0" (zero) or "7" will work for automated systems, to get to a person. Have you tried that?

 

[msmayor]

We just ported our numbers over to Sprint about a month ago, and as SOON as I did that TMobile blocked all access to my on-line statement. I had no idea how much I owed and no way to review the bill. I called there Customer Care (number on their website) and requested a final bill; was told it would be mailed.

About two weeks ago (about 2 weeks after asking for the bill) the automated calls started on both my home and my cell. I have gone through TWO separate on-line chats with their Customer Care (through the website) and they have been useless. I told them I was ready to pay the amount due but wanted a copy of the bill to review. They told me that I could get a copy by going to my local TMobile store and asking them to reprint it.

Uh...no. I don't think so. Its your fault you kicked me off from reviewing my bill on-line. You send me the bill.

 

[kim929]

I feel your pain... I have tmobile I have never had a problem with service or customer service when you get them on the phone, which has only been recently. I just keep saying customer service and I get through I don't care what department I figure they can transfer to where I need to go.
Good Luck, this is so frustrating.

 

[stacielee]

I despise T-Mobile and am counting the days until my contract is up (1 year and 8 months, sadly). I've been a customer for a few years, but will dump them as soon as I can.

Their customer service is useless. They had no advice and couldn't think of any way they could help me, other than reading a generic solution from a script, which did not address my problem.

I won't get into my issue, but I did complain to the FCC and got a very nasty phone call from someone in their executive offices (don't remember his name). He actually said to me "So, you just want money, right?" No, I wanted someone to resolve my problem. It was resolved eventually, and now I am hoping that I don't have to deal with them directly again.

Good luck!

And for me, I've had just the opposite experience. Never had a problem getting to talk to someone (who speaks English) by just continuing to press zero, upgraded 4 of our 5 lines for free (3 smart phones, 1 regular, saved over $500) plus they took $20 off the monthly bill. We've had them for over 10 years and with our family plan (that you cannot get anymore), I would never go with anyone else. I basically just tell then what I want and then ask what they can do for me, since we are loyal. Works every time. We have had a couple of issues which were resolved quickly and at no extra expense to us.

Sometimes pressing "0" (zero) or "7" will work for automated systems, to get to a person. Have you tried that?

That's usually what I do, whenever I get an automated system, which is more often than not!!

 

[maggiew]

This has me a little worried. We have been counting down the days until our Verizon contract is over so we could move over to TMobile. The way I calculate it, it will be cheaper for us to have TMobile than Verizon. But I am not sure I like the sound of their customer service.

Maggie

 

[SandrA9810]

I spent 30 minutes in an endless loop once with Bank of America trying to make a payment over the phone for my aunt. She got ticked off at it, and handed me the phone. I'd always get one or two questions ahead, then it'd tell me "sorry I don't understand your response, let me connect you to a rep". It rings, then it says "sorry this department is closed, please call back between these hours", then it'd say "try the automated feature for help". I think I went through it like 5 times before giving up.

There was some place else I called, that sent me through the automated loop. It said "please press 1 for this, 2 for that. If you're on a rotary phone or a TTD phone, please stay on the line for the next available rep" Well what I wanted was none of the options, so I just stayed on the line. I think I listened to the automated message about 5 times before it connected me to a rep line. I wonder what people on a rotary or TTD phone does.... I thought it'd never connect to a real person.

Usually it gets annoyed at my answers or me hitting zero repeatedly to finally give me a real person.

I'd love to send those automated phone trees to some place where the sun don't shine. I hate them with a passion. Ohh and my aunt was lucky like you when she moved to her new house. It was a few months of random people calling or debt collectors calling for some person.

 

[msmayor]

This has me a little worried. We have been counting down the days until our Verizon contract is over so we could move over to TMobile. The way I calculate it, it will be cheaper for us to have TMobile than Verizon. But I am not sure I like the sound of their customer service.

Maggie

There's no doubt they are less expensive. I was a TMobile customer for nearly 16 years (my SIM card still carried the name "VoiceStream", which came AFTER the company was known as Omnipoint).

When I did the research to change, they were consistently the least expensive option...but in the past few years we noticed a downturn in their customer service as well as coverage issues. Being the least expensive was no longer making sense if we were having issues.

So we went with Sprint. In the end, I'm only paying about $25 more a month BUT I'm getting truly unlimited data (TMobile offers it, but throttles your speeds down after you hit a certain point) and have double the talk minutes we had before.

TMobile's attitude on customer service came through loud and clear when we canceled the account. They didn't even seem to care or want to know why. Not sure how a business that is ranked #3 or #4 behind Verizon, Sprint and AT&T can be so cavalier about losing a long-time customer.

 

[Kies99]

From the Gethuman.com website:

Dial 800-937-8997
after the prompt say "I Don't Have One", then press 1


Gethuman is a great website. If I have to call customer service anywhere, I always check there first to see if there's a quick way to get a person on the phone.