T-Mobile User Reviews

Cons: poor service after being a customer of 5 years: lots of misleading, reps with inconsistent product answers to consumer concerns and phone functionality. My trust in T Mobiel has diminished.

Summary: I have been a customer of T Mobil for 5 years. I recently upgraded my phone to the Pearl 8120 (great phone). T Mobil however has had poor customer service, a lot of reps with different answers to the same question. I strongly believe they are falsely advertsing their free wifi service. In the store where I bought the phone I was trying to be talked into buying the interent service for $20 per month. The internet was told to me that it was available for free due to the wifi service but I would not have as fancy of an internet. That was fine with me. I just need it basically to check email and look at files that are sent to me. The phone comes with tzones that you can click on and purchase the internet for $5.99. I called T Mobil asking about the "free internet" that was carefully explained to me at the T Mobil store in Santa Barbara, CA. When I called the customer service rep said I had to eithe purchase the $5.99 internet package or the $19.99 internet package in order for the internet to work. I obviously went with the $5.99 since I was lead to beleive it was free due to Wifi in the first place. After I purchased it the C.S. rep told me to allow up to 2 hours for it to work. I called back only to find out that supposedly what I ordered is not compatable. I decided not to cancel and try it later myself. After two hour it was not working so I called back again and was told I had to wait up to 72 hours (another rep told me 48 hrs- I spoke to many reps). At any rate the rep told me she had the exact same phone and that the $5.99 package is compatable. I aksed her if she was certain and she said yes I use it on my own phone. I asked her to check with her supervisor who then told me it was not compatable. I then removed the service from my phone only to download it later myself to see if it would work. It worked perfectly and obviously is indeed compatalbe with the phone. If it was not compatable it would not be there for me to download (advertisinly so. Also the rep's supervisor got on the phone said well its compatable but you might get errors in your billing and get charged more that $5.99. I said that is rediculous if it says $5.99 unlimited then that is what it cost. I called back and spoke with a rep and let him know that it was now working it was compatable or it would not work and that I read the terms and conditions and there was nothing explaining that I would be charged more that $5.99. He verified that this was correct and he also verified this with his supervisor. I then did not have a connection and called once gain for help. I had to speak with a blackbury technician who told me that I just needed to register my phone and that the phone would work in public. She lead me to believe I did not need any package(that the service was free). I probably don't but kept the $5.99 package just in case. She also made me go online and sign some very technical jargen thing on line which she claims is just to register the phone. I hope that is what