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T-Mobile Stores verses T-Mobile Call Center

texter 26 Jul 2010, 20:28 posted on 1

Any one else experiencing the disconnect between T-Mobile brick and mortar stores verses T-Mobile Telephone Call Center? It feels like they do not support each other and do not stand behind each others product even though they are the same company.

posted on 22 Jul 2011, 13:52

1. T. (unregistered)

I hate calling in the customer service is really bad, it is worse than sprint and that is bad no one speak english they are rude and keep u on hold for long time frames. Get the call centers out of other countries it is hard with them not speaking.english. I have been on hold for 61 mins and counting. This is bad customer service, makes me want to move companies.

posted on 03 Sep 2014, 23:02

7. djm63401 (Posts: 13; Member since: 17 Sep 2012)

I call all the time and have gotten nothing but the best but i have called to sprint for motherinlaw and i hate it horrible service i love tmobile service always ontop of it

posted on 02 Sep 2011, 01:00

2. Simmi (unregistered)

Yeah...Its a very bad experience with Call Center Service.They hold you for a very long time.very frustrating.

posted on 03 Sep 2014, 23:03

8. djm63401 (Posts: 13; Member since: 17 Sep 2012)

usaily if you have to wait very long they will call you back

posted on 08 Sep 2011, 22:09

3. Dave (unregistered)

Yes, not only is there a total disconnect between the stores, but among, contract plan service, web & phone sales service, and the absolute worst call center in the world!, the pre-paid call center. There are probably some I haven't mentioned, because I have only interacted with T-mobile 20 times this week when they f-ed up my plan change over and my phone didn't work for a week. The key to getting what you want, don't bother to escalate, the supervisors are generally more worthless and clueless than the front line. Just call back. call back, and call back. You will realize that your customer service experience will be totally different depending on the relative degree of incompetence that picks up your call. Eventually, you will get someone by luck who will understand what you are asking for and make it happen.

posted on 16 Sep 2011, 13:24

4. kristal (unregistered)

so i was going to do a upgrade between gsx and sensation and there was something wrong with the system call the call center complained was transferred to a supervisor and long story short i was able to get the sensation for 1.00 mind you it wasnt a full upgrade had the blackberry for 15 mths so idk what your experience were but mine was amazing

posted on 31 Dec 2011, 14:07

5. mannyv (Posts: 1; Member since: 31 Dec 2011)

The problem is that neither are part of T-Mobile (Deutsche Telekom AG). You are almost never dealing with actual T-Mobile anymore, even via the T-Mobile stores.

Most traditional ones are 'authorized retailers' - meaning, not considered part of T-Mobile.
Device Insurance is via a third party company and is explicitly NOT handled by T-Mobile.
Customer Service - includes SEVERAL third party companies - not actually T-Mobile.
When you are switched to Sales, it's also via another company.
Even most new contract/sales done through the third parties are connected to a third(can we say fourth?) party neutral vendor that just reads from a script on their monitor.

Welcome to the new norm in the modern era of business/customer service/sales. Business contracting almost everything/outsourcing to cut overhead and alleviate responsibility if something goes wrong.

One good thing is that you can get better incentives and even better pricing on extra lines or phones by juggling in-store, customer care, and sales..bc they are all different companies and authorized to offer different incentives/packages/bonuses the others aren't allowed or even know about. :)

posted on 14 Jun 2012, 00:45

6. badmotorscooter (Posts: 1; Member since: 14 Jun 2012)

got the HTC amaze tried to update with a 32 gb card says it handels it but no reconize only 6gb card called help center all the can say was wipe out everything on the drive it s my second card so i know its not my microsd card so now i have to mail my phone to
H T C so tech know it alls can get it to work this sucks16 gigs not reconized also so 8 gb is all i can run till the brains can fix the phone so i can upgrade t mobile tried to tell me does not reconize 32gb phone cant do it but its rated to 64 gb max more bull from the morons that read a screan instead of diveing into the main problem

posted on 05 Dec 2014, 15:13

10. sborg (Posts: 1; Member since: 05 Dec 2014)

anyone wants to sell a sgh-t699 even if it does not work. most important is that the screen is not cracked.


posted on 14 Dec 2014, 16:33

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posted on 24 Apr 2015, 19:49

13. Element1 (Posts: 1; Member since: 24 Apr 2015)

Occasionally Customer-Service will try to point towards, "my nearest T-Mobile store". Upon which I re-remind them that they're better at serving the needs for my account than some kiosk at a so-called "authorized-retailer" that I'd rather not visit (i.e. COSTCO, or Wal-Mart)

posted on 19 May 2015, 02:06

14. onlyearn (Posts: 22; Member since: 11 May 2015)


posted on 03 Oct 2015, 14:54

16. nightsoft (Posts: 6; Member since: 31 Mar 2013)

I would generally agree with this sentiment. I have far more success with the call center than I ever do with the brick and mortar locations. They seem to act as if they are direct competitors. Perhaps they are in some sense. At any rate I stick to the call center for my purchase needs.

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