T-Mobile

My boyfriend is with t-​mobile on a prepaid plan. We always go here because it’s much less busy than other stores. He wanted to upgrade his phone to the new 6s recently. We came in and there was only one person working and one person ahead of us. The guy working (I think he’s a manager) was great. He stayed on hold with corporate for about 30 minutes waiting to figure out what he could do to get my boy an upgrade, apologizing over and over for the wait, and even had us go grab food at the food court because he said he would get the info for us and have it ready before we left the Gateway. We came back and he regretfully told us that since my boyfriend did not pay while he was out of the country a couple months ago, he would have to wait 2 months til he’s paid for 6 consecutive months again, but he put a note on his account that at that point, he could have the same promotion that they are offering now. It was great, and my boyfriend decided he won’t go to any other location!

T-​Mobile is one of the WORST companies out there. I’ve never had decent customer service at ANY of their stores, nor by calling their so called ‘Customer Service’ line, but the Gateway Mall location in Salt Lake City, Utah has just raised the bar of the company’s incompetence. Namely, the store manager, ‘Spencer’. I realize that most of the twenty somethings that work for T-​Mobile are young and inexperienced, but as a manager, you should train your employees to know the product, not to mention how customer service works. Your job entails more than punching keys on your register to charge ridiculous fees and cause life headaches for your customers. By taking a position in customer service, you are taking on the responsibility of HELPING your customers. As a manager of customer service, it is your ethical duty to ensure that you do everything in your power to assist in regards to a complaint. You MUST do more than hiding in the back, hoping your ill-​advised employees can solve the problem, and then stepping out to chastise the customer long after the complaint has reached crescendo. Your idle threats are meaningless, by the way, as is your title, evidently. T-​Mobile needs to take a hard look at their customers and not their stock holders. Yes, T-​Mobile is the King of cellular. For now. But do you know what a King with an unhappy kingdom is?! A dead King.