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miamipete001: Sorry to hear you're having this frustration. Your problem might get more visibility if you start a new topic. This conversation about T-Mobile is pretty old, and I worry that your problem may get lost tacked down here. – Eric Suesz, on June 05, 2008 16:51

I just started service with TM, and love everything about it, including my SK-LX, (best phone I ever purchased) but I also have received a lot of running around, and passing the buck, from one department to the other.

Out of the four to six hours i also spent trying to resolve the use of short code, this is what I gathered.

Tech Support said that short code could be used on either a "post pay" or "flexpay" account, but not on a "prepaid" account - After switching to flexpay, from "prepaid", guess what ? No access to short code.

Called CS again, and this rep, after speaking to her supervisor, as did the other prior reps, came back with the heart breaking news that short code is only allowed with a "post paid" account.

I find it aweful and a bad business practice, for all this running around from one department to another, with finger pointing, among themselves. (TM is spending a lot of money on supporting this issue instead of resolving it, silly) I think they should just tell us flat out what the issues really are, money, spam, etc., period.

My other thoughts are TM has found a way to push customers to a contractual "post pay" style of account.

I am still on flexpay, and am not switching to post pay.

My overall staisfaction rating, including support for TM, is GREAT.

PS: If enough people chatter, maybe they will give us back the "short code".

Dear Ms. Susan Nokes, Chief Customer and Operations Officer, T-Mobile,
I am sure that you recognize T-Mobile does not always provide a dropped-call-free service. Because of this, customer service is important.
I have been a customer of T-Mobile for many years longer than my account shows, 5 years. I have had to speak with customer service personnel in the past to request credit for dropped calls and my having had to reconnect which has resulted in additional minute charges to my account.
Today, the customer service personnel were mis-interpreting T-Mobile policy attempting to tell me that credit is not given when calls are dropped unless they are dropped within one or two minutes of FIRST having initiated the original call. By that I mean, I was told that T-Mobile's credit policy is different if the call drops one minute after making connection or if the call is dropped thirty minutes of having made the connection. This makes no sense at all. If a call is dropped, the call is dropped.
T-Mobile's credit policy should allow for crediting back the time required to re-establish the connection. In the past, I have received credit of one minute for re-establishing connection if my second call was made within three minutes of the first call being dropped.
Now, Sara (T-Mobile employee ID 8474274), a supervisor, refused to provide credit for having had to reconnect unless the first call had been dropped within two minutes of having been made. Sara refused to let me speak with her supervisor or any other supervisor to resolve this matter. I informed her that I wanted to resolve the matter at that time (since I had already spent a considerable amount of my time on the phone with the customer service department, about twenty minutes. I was flatly told that there was no supervisor available for me to talk with which I could not believe as truthful. I received the clear impression that she merely wanted to brush me off and hope I would go away.
I am entitled to credit for dropped calls. If T-Mobile refuses to do so due to its poor telephone service, then I should be allowed to cancel my contract with T-Mobile without penalty to me. Would you be willing to provide such authorization?
All I ask for is that you ensure your personnel properly know and apply crediting policy and that I be credited for my dropped calls.
I am very dissatissfied with the customer service I received today. It appears that T-Mobile is penny-wise-and-pound-foolish when it comes to crediting minutes for customer complaints. I wanted you to know that I attempted to telephone the executive offices and the switchboard operators would not put my calls through as they related to a complaint.
Regards,
Eric Metz

Carol, this note seems out of context in this discussion. Perhaps you should post this as a separate topic for people to comment on separately.

I LOVE T-MOBILE!!!!!!

J.D. Power and Associates Reports: T-Mobile Ranks Highest in Customer Care Performance Among the Largest Wireless Carriers

T-Mobile has been ranked number one in the 2008 Wireless Customer Care Performance Study by J.D. Power and Associates out of all wireless providers in the United States. This is the seventh consecutive first place finish for T-Mobile in this annual study.