T-Mobile customer has his account name changed to "IDIOT IDIOT" after a dispute

T-Mobile is arguably the most customer friendly of the four major carriers. Yet, one might say that there are some cracks in the facade. Not too long ago, some former employees revealed that T-Mobile reps are under so much pressure to hit certain sales targets, that some allegedly resorted to signing up new customers for certain extras that they did not ask for. Now, a new incident is being looked at by T-Mobile executives all the way up to president and CEO John Legere.

Apparently, a gentleman by the name of Luke had taken advantage of T-Mobile's Apple iPhone 7 trade-in promotion. He surrendered his Apple iPhone 6s, received his iPhone 7, and waited the required two to three months to start receiving the bill credits that would reimburse him for his new iPhone. But when the credits still didn't show up, Luke called T-Mobile customer service where he was told that he hadn't purchased the iPhone 7 until October 7th, which was an "alternative fact." In other words, that was not true as Luke had made his purchase on September 9th. The customer service rep informed Luke that it would take 7 to 10 business days to correct the problem.

The next day, when Luke signed on to his T-Mobile account, he saw the word "IDIOT" at the top of the screen. At first, Luke thought that it was a simple error since he lives in Illinois where the  transportation department is often abbreviated as IDOT. But after digging a little deeper, he found that someone had written "IDIOT, IDIOT" as his nickname on the profile settings.

A tweet from John Legere indicates that the nation's third largest carrier is investigating the matter. And as usual with this type of thing, a number of T-Mobile customers suddenly came out of the wood works complaining about various problems they are experiencing with the wireless operator's customer service.

In a highly competitive landscape such as the U.S. wireless industry, perceptions can play a huge part in maintaining a company's success. Obviously, it would behoove T-Mobile to get to the bottom of this immediately, and reassure consumers that the employee involved has been "terminated."

source: @BGR



1. NarutoKage14

Posts: 1324; Member since: Aug 31, 2016

I feel like we're about to start hearing of "alternative facts" on an almost daily basis.

3. lJesseCusterl

Posts: 96; Member since: Apr 27, 2015

Not the most brilliant move as every change you make in a customer's account is logged and timestamped.

4. mcoomes

Posts: 56; Member since: Aug 12, 2014

Certainly not wise (if true) for whomever would have done that. Not sure why people to this day haven't learned to NOT put anything in writing or on the 'net if they're not willing to face the music once they're called out on it. Personally, I have only had to contact T-Mo cust service 2-3 times since I signed up a few years ago. They've always been courteous and professional to me. Ofc, many customer service interactions gone wrong are due in part to the entitled attitude of the customer. Not saying that was the case here, but it's not exactly uncommon for customers to fail to exercise professionalism, respect, and a kind word toward the person/people they are working with. That's just a basic life rule, though. Give what you expect to get back in return, and life is pretty easy most of the time.

5. southernzombie

Posts: 355; Member since: Jan 17, 2017

So I'm confused is it Kurt or is it Luke?

6. Derekjeter

Posts: 1487; Member since: Oct 27, 2011

T-Mobile does not have the best customer service, or the best service of any kind. They still suck in most areas. The signal is still weak for inside doors.

7. Omarc07

Posts: 574; Member since: Nov 12, 2012

Same with Verizon here in Los Angeles u walk in to a Verizon store they just look at you and turn around and give you their back . Felt so stupid just walkin around even tho I was the only one in there . Till I finally went up to someone they gave me a look like wtf do u want and were rude .

12. iCloud

Posts: 125; Member since: May 15, 2014

That is so true. One of the reasons I left verizon. The t-mobile store reps are much much friendlier for the stores around me.

8. Commentator

Posts: 3723; Member since: Aug 16, 2011

"But when the credits still didn't show up, Luke called T-Mobile customer service where he was told that he hadn't purchased the iPhone 7 until October 7th, which was an "alternative fact."" And the award for the most awkward attempt ever at trying to reference current events goes to... Anyway, I've been concerned about T-Mobile's support ever since they adamantly refused to accept that my Sprint-bought Nexus 5 would work on their network. I had to pull up the Wikipedia page to show them they were the exact same model. (So basically I've been concerned about their support ever since I've been a customer.)

9. NarutoKage14

Posts: 1324; Member since: Aug 31, 2016

They're trained to try to sell you a new phone so of course they're going to claim compatibility issues.

10. tedkord

Posts: 17356; Member since: Jun 17, 2009

If you can't trust them to tell the truth about something so basic, then why would you trust them at all?

11. iCloud

Posts: 125; Member since: May 15, 2014

I purchased 3 iphone 7s and traded in 2 iphone 6s and 1 iphone 6 (international version). The 2 iphones i got credit within 3/4 weeks. The international one has been 3 months now with no credit. I keep calling and using chat and every time they say it will take 7-10 days for this issue to be resolved and then I get an email stating that it can take up to 2-3 billing cycles to get the credit. At this point, i gave up.

13. Tariq123

Posts: 186; Member since: May 15, 2016

I had the same issue. And it took them 6 months to reimburse my s7 edge.

14. WhiteIris

Posts: 1; Member since: Jan 29, 2017

The customer service rep is stupid f**k and should be fired... Why hire someone that acts like that? LOL epic fail. And never trade phone in , pay it off , sell it make more $ .. WIn. QQ

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