Here's the e-mail I sent to **********@******
Instead of getting a person with a brain contacting me back & actually CARING about what happened, I get a canned response from Samantha Evans (probably not a real person) telling me to call their customer service. I was furious & wrote back & no response since then. This was back on 02-05.
My expectation was to get someone from the Office of the President to contact me, but it's very clear that T-mobile doesn't care at all about their customers. If all I wanted was regular CS, I wouldn't have bothered with the e-mail!
I was told to write to this e-mail above to get the Executive level of customer service.
Even their site sucks. I type & the site can't even keep up with my typing. It's taking me 5 times as long to write this up as it would on any other site.
Based on my experience, the entire company is run by teenagers. Friendly YES, do they know what they are doing? NO!!!
"I just lost 3 1/2 hours of my time with NO resolution in sight.
I first phoned up & had a good conversation with Nick in sales. That took an hour. Fine, that had to be done.
Then when I was ready to order, I called back yesterday & spoke to Kirsten. We had to go through more questions & the terms & so that took an hour.
I give over my debit card information to pay, & that's when ALL the problems started.
I was told my card declined, so I asked to speak to a manager & I got Pauline. She came on the phone & said that if the address isn't 100% correct it will decline, so I pulled up my bank statement & realized the suite number was on the same line as the address. She corrected that & she tried again & it declined again. I said this is not right, let me call my bank. I linked over to my bank & when I linked Pauline back she had hung up. I was starting to get REALLY UPSET.
My banker was on the phone with me at this point & I called back. I spoke to Edgar in sales & asked to speak to a manager. After explaining the situation I was on hold for ANOTHER 17 minutes before I hung up.
I called back again (banker still on the phone) & was put on hold & NO ONE came on the phone. After another 15 minutes I hung up. At this point the banker says that T-mobile is ignoring you. Great PR!!!!
I called a 3rd time & finally I had to let the poor banker go. He & I had been trying to reach a manager (even a human) for almost an hour.
So now we are upto almost 3 hours of my time LOST.
I called again without the banker & the phone line got disconnected while I was on hold.
I called 1-2 hours later & asked to speak to a manager & got NICK again. He remembered me & looked up the order, said it had been canceled & there was NOTHING he could do, that they wouldn't try my card again, or even take my ID or talk to my bank, NOTHING. And that they wouldn't give him a reason for the decline either.
He said I would have to go into a store to get the phone, but I may not get the same deal he was going to give me with the $30 card & the price of the T-mobile concord. He also knew that I was trying to get the money together to buy the Note 2 from you guys, but I needed a phone in the meantime. I had just moved here from Canada, but to be clear, my debit card is from here, the US, so that's not the issue & it shouldn't matter if I have a different billing address (also from the US) as shipping address.
Anyway I was FURIOUS at this point. I now had wasted almost 4 hours of my time & he knew I had no car to get to a store. He also told me the ONLY way to reach the Executive Office was to snail mail you guys. I later found out that I can e-mail.
I called the first T-mobile store last night at the 702-471-0109 location & spoke to Eva. She said they were closed. I just quickly wanted to know what the deal was that they were going to give me. She ended up hanging up the phone on me while I was talking & there were other people there screaming. Sounded like a party was going on. NICE!!!
I then called the other location today on 3820 Lake Mead Blvd. & was told I'd have to pay over $100 for the phone if I was to go on the $30 pre-paid plan. I said forget it.
I would have accepted the fact that I had to go into a store had you JUST given me the same deal I was supposed to get via the phone.
Then I called customer service & had to try twice to get through since clearly I don't have an account number. I finally spoke to Jared emp. #1232502. He was very nice & apologetic for all the issues I'd had. He tried to look into the situation for me, but said no, there was no way to push the order through, that you use some third party fraud protection who won't give out reasons for the decline.
I will be going with another carrier because if this is how you treat me & I'm not even your customer yet, I can only imagine the stress I will have to go through when I am your customer.
Also Jared said that Nick (who is a supervisor) gave me misinformation - second time. Kirsten had told me that if I wanted to go on the regular plan & not pre-paid that I could only go on a $50 plan. Nick said she was wrong, I could switch to a regular $30 plan once I get the phone.
Your staff doesn't know what they are doing & they are probably responsible for the decline & I have now lost 4 1/2 hours (closer to 5 because I had to write this e-mail up) of my time & have gotten NOWHERE. I'm still without a phone"