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T-mobile cares more about new customers than it does keeping it's current Customers
I signed on to your company in May of 2006. I have no complaints about the service and the customer service I receive from your reps. I wish to state the facts of my case in clear language so that we can get this resolved. Wal-mart is currently selling a blackberry pearl in their retail stores for FREE with a 2 year extension. I went to the t-mobile store that stated to me that they could not match their pricing for an upgrade. I was later told to perhaps try customer care. I spoke with one of T-mobile’s customer service reps and he told me in the nicest way he could that you guys will not match their prices. If this is true, this would lead me to believe that you care more about growing your business than customer retention. He told me the best you guys could do on a blackberry pearl was $99.99. I also tried to change my plan. I couldn’t do so without committing myself to another 2 year contract. Binding me to pay at least another $1500 over the next two years. If I’m going to have to shell out $1500 over the next 2 years, I should at least have the phone I want at a decent price. My only Question is why is it that you care more about gaining new customers than retaining the ones you have already?
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Inappropriate?i totally agree...I wanted to get a Blackberry Curve but the lowest t-mobile could offer was $240 while sites online were giving it for $70 for new customers. The customer rep told me that the deal I was getting with them was the best they could do. -
Inappropriate?I tried getting the T-Mobil Dash, and was told pretty much the same thing. I could upgrade, but have have to wait until October! I've been a customer since 2004, never been late. I thought I was getting something when they were giving away the Razor Pearl; WRONG!!!! Even the free uprgrade was, nothing but grief. Then they talked me into paying for the new KRZR, not a good deal either. I stopped in one of their stores, saw the Dash and was told it probably wouldn't be going on sale, and they didn't even consider negotiating about an upgrade. I agree that they appear to be more concerned about newer customers rather than retaining the old one.
I’m frustrated
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Inappropriate?Customers need to seek legal action against this. I also have been told that to change my plan when I OWN my phone requires a new 2 year agreement and they wouldn't do anything. It's time for us customers to give these folks the finger! and let them know we aren't gonna take this stuff anymore!!
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this solves the problem
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Inappropriate?Terry, I, to, am very disappointed with Tmobiles customer store service. I have been a Tmobile customer for almost four years, I upgraded in December of 2007 and got free razor phones for me and my daughter, with an additional two year plan; the manager was not going to give me the phones for free, unless I agreed to sign up for another two years. Since then my daughters phone got damaged, took it to the store to see if they could replace it, even with a small fee. Waited in store for over 45min before someone could assist me; they were helping people signing new contracts. When I finally was helped, the girl said, we don't do that you have to contact another company to help you with that problem. Then, today, went to store to upgrade to a Sidekick; I was told only if I agreed to another two year contract, could I get the phone for $150 or pay over $350, until my last upgrade expires. Bottom line is, your right, Tmobile has shown me they treated new cotracts different then longtime loyal customers. It will be cheaper for me to end my contract with Tmobile, than have to pay $350 for an upgraded phone. That is poor customer service!, and I am strongly contemplating, doing just that. Good luck to you!
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Inappropriate?To all:
I don't understand why existing, loyal customers are not offered the same deal or prices on phones as a new customer...Wouldn't It make sense to reward the existing customers with the good prices too?...I know several people that have switched because of this reason -
Inappropriate?I called t-mobile last week, I have over 6 months on my contract and they offered me the G1 at the same price as new customers if I renewed my contract for 2 years. Like all mobile phone companies, they do this to subsidize the price of the phone so we can get it cheaper or free. If you are only 6 months into your contract, you are out of luck, you will have to pay a lot more for a new phone. Tmobile treated me on this phone call like other carriers I've had, the guy was nice to me, no issues. The one problem I have is that when I signed up over the phone a year and a half ago, I was told I was getting a 1 year contract. When I called last week to verify my contract was over since I was looking at different service, the sales person said it was a 2 year contract and I'd have to wait another 6 months to leave. This is the second time t-mobile has lied to me where it has cost me money. Needless to say, when my contract is up, I'm leaving. I'd say go find a company who doesn't lie to their customers.
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Inappropriate?We have been t-mobile customers since 2004. Family plan, 4 lines. Monthly bill always paid on time. I had a nokia music phone from t-mobile. After 9 months the display went blank. They sent me another. 9 months later it dies again, same problem. They would not replace or fix. Said the warrenty starts from the initial phone. Our contract has expired a few months ago. Last week I looked into upgrading my phone with a new contract. They would not give me the same deal as a new customer. So, we are now reviewing deals from other providers where the same phone I desire is free. Why a business would not take care of a good customer is beyond me.
