6. Robert Dotson, President and CEO, T-Mobile USA

T mobile is ok and all but it sucks sometimes you dont keep service and your prices of your phones are a little high. And why do you get charge 5.00 to walk in the store just to pay for your bill now that is just dumb why not free.

I work in tmobile and if you go to an official store its free of charge.

I just found out that if you a unlimited cell phone plan, you can not the $10.00 a month home plan, its only available for the people who have a minute plan. Thats crazy if the home plan is ten buck a month, then it should not matter if you have a unlimited plan or not. dont tell me that it can not be done, all t mobile need to do is get the computer guy they have to change it.

t mobile did not say any of that in there advertisement

if the t-mobile company will really give me the ceo email address so I can tell him how thewy treat their customers

Mr. Dotson,
I recently purchased one of your G1 phones @ T-mobile.com at the promotional rate of $179.99 allowing me to extend my contract out for an additional two years with the activation of a second line since I was an existing customer - two months later I receive my bill for the phone and to my disbelieve I was charged the full retail value of $390.99 - I called T-mobile and spoke with several of your representatives including upper management for approximately three hours or so followed by several other calls. My experience with T-mobile is one I do not wish upon anyone – For starters I was told that there is no concession to me made since my order was placed on line and was told that I was not considered one of your valued customer because I was not with T-Mobile for 22-24 months, even though I had services with T-Mobile when I resided in NY. I was given every excuse in the books as to why I could not be given the promotional credit of $220.00 - I felt my money and loyalty to T-Mobile had no value, I explained to one of the Supervisors that I too was a Manager and if I treated all of my customers the way I was treated today I would be out of business since we rely on referrals and word of mouth to be successful. I practically got off the phone in tears knowing that this phone company that I had valued for years had left such a bad taste in my mouth and was adamant in not making one little concession for a customer who had just extended her contract out for an additional two years and was willing to add a third line to her plan. I am sure with access to my account with T-Mobile you will understand my frustration and dilemma. There were so much said in the four hours that I can go on and on with this email. I was wrongfully charged and additional $220.00 for this phone and I am disputing this amount, Your web site clearly states the price quoted above in the amount of $179.99, if it is written and promoted via your web then T-Mobile should stand by what’s being promoted, isn’t it rightfully the law and should be honored by your company?
I felt betrayed by T-Mobile and am hoping that you will right this wrong. Thanks for your time.

I am a concerned long time, top 5% T-Mobile/OmniPoint customer. I presently purchased your new home phone system and configured to home router & service. I was not able to connect to the phone service but had Internet service. I double checked all then called in to Customer Service. I was told that I would not be connected (New T-Mobile Home Phone Service)unless I change my cellular phone to another plan, which would cost me double to triple. I requested a concession and they said $20.00, three hours install? Please comment on your feelings about thi situation.
Cordially,
Robert Tripodi
516-312-5921

my suggestion to you is to call Sue Nokes or send her an email and explain to her your situation; you can reach her at:
sue.nokes@t-mobile.com and if that doesn't work then call this # 1-877-290-6323

Dear Mr.

My Name is Perlat Meta the Manager from Univers Portal Globe in Albania.

We are going to bid for the national GSM frequencies assignation tender.In Albania contry
We would like to partecipate with you as partnership ,if is posibil ?.

Maybe Yuor GSM Association is interesing for relationships . With aurs company from Albanian.

We can gave more informations if Your are interesin te hallp us in this markets heer.

Best regards

universpg Albania

Perlat Meta

Mob:+355692813003

MSN:universpg@hotmail.com

SKYPE:universpg1

Dear Mr.Dotson,

I am a systems technician here in the Boston area, I was in one of the local malls and approached the Tmobile booth. I needed a phone to hook up with my work email(Outlook/Exchange07) and I was looking at phones, the kid who worked there showed my this new Sidekick08 and said it could do the email I needed it too. I asked him a few times because this was the only reason I needed this phone for work. I get it home and after a day or 2 I attempt to hook it up with my exchange server in work. No luck, I called the Tmobile Tech support for the sidekick and the woman was no help at all, considering I am a tech also for a living there is nothing she had me try that i already didnt. So I try a few more times myself to no avail. Finnally I call tech support 3 more times and while 2 of the techs we very nice people and "felt" for me, they couldnt get it working. So at this point I said hey I will go back and trade this back in and throw in a bit of cash for a G1. Well seems that after these kids at the keosk make the sale they dont seem to want to help you at all, I explained that he sold me the phone saying it would work with my work email and it doesnt so its pointless for me to have this phone and i told him I wanted to change it for a G1, well after all this I didnt expect much more..he told me ohh looks like you have 14 days to do this and I said wow ok thats great, then he says BUT.....its the 15th day so sorry. Now I am stuck with a phone I bought to work with my email and it doesnt, what a waist. I just though that Tmobile would want to help me due to my situation but they didnt, now I am stuck with a phone that is useless to me.

If anyone has any questions or if Mr Dotson can resond to this and let me know why Tmobile didnt want to help me I would appriciate it. I dont want to have to switch to Verizon who said they can buy my plan from Tmobile and do the switch but I told them no...let me call Tmobile first, what a joke that was.

~Joe

jhartigan@mikrodots.com

I just wanted to repost and let everyone know about my story, after my previous post I sent an email to Sue. One of her reps called me back and quikly resolved this situation. I know that some of the lower level T-Mobile dealers are not much help. But it is great to know that the upper portion of the T-Mobile employees really do CARE, And if you have an issue that needs to be handled they have proven to me that this is the kind of company I want to deal with. I look forward to being a T-mobile customer for years to come. Thank you Sue and thank you MR. Dotson for employing people who CARE. Well done!!!!!

My wife (Tammy) and I purchased 2 phones (G1 and Blackberry)Fri 13th of Mar at approximately 11:00 a.m., and we set up service plan as well. The total came out to $446.02. An hour or so later, we received a phone call (left a voice mail) from one of your sales reps saying there was a gliche in your system and we had to redue the order, but the payment had already been confirmed and was assured we would not be rebilled---which we were. On friday night, we had the second payment stopped and put back into our bank account. We were still going to go we your service until Saturday, we were suppose to receive the phones, but they never showed. We contacted your company again, and we told that the order had never been confirmed, so we then decided that we did not want to deal with your company anymore and wanted our order cancelled and funds put back in our account. On Sunday night, we checked our bank account and your company tried to take another $446.02, which we had our bank put back into our account. We have struggled with your people all day today Monday, 16 March 09 trying to get our funds back that you still have from the 1st transaction with no luck. Your people are very insinsitive and have either laughed at us or hung up on us concerning this matter. Your people's customer service is terrible, and your computer system is horrific.

I'm a military veteran who has served his country with honor in Iraq twice in last 3 years and this is the thanks I receive. All my wife and I want is the $446.02 that is owed to us, becaue we never received the phones, but your company still considers it their money for whatever reason. We would greatly like to talk to you concerning this issue, so please email us so we can arrange a phone consult.

Thank,

Troy and Tammy Alexander

Mr. Dotson,

Please tell your bro-in-law, Glen, to stop being so fat.

Thanx,
Bob

Bob, I know Glen personally and believe me, a 6XL shirt is no laughing matter. However, I think posting something like this in a public forum is ridiculous. You should be tarred and feathered for your besmirching of Glen's good name.
Thanx, Han

I had an account with T-Mobile and recently cancelled my plan with them for several reasons. Back in November of 2008 I had made a phone upgrade with T-Mobile. I chose the gravity, and had it maybe for 1 month. I sent that phone back and requested another as the battery life was very short (2 hours talk time total). T-Mobile sent me the replacement phone and said they haven’t received the first I had sent and wanted a tracker number. I let them know I had no tracking number. I was told that was ok. So in December 27, 2008 I received the phone that I had sent back to me because I didn’t put the correct zip code. I called T-Mobile to let them know. I was told in order to have my account credit, they needed all the phones back (my sister was on the account with me and order a gravity also) I told them I will be going to UPS to send the phones back and will make sure I get a tracking number. I called T-Mobile back and gave my tracking number in which I was told they would enter it in the notes. That Monday my phone was off. I called T-Mobile and they told me that my account is pass due. I ask why? They said my balance was $600. I have never been late, nor have I missed a payment. I was confused. They said due to the phones that is why my bill is high. I told her that when I called on Thursday, I was told to give the tracking number and I will be fine. I did that, and you guys turned off my phone. I was put on hold while she looked for the tracking number I gave to them just 4 days ago. The lady comes back on the phone and tells me there is no tracking number on my account and laughed. I got MAD, and asked what was funny. She said nothing. Do you have the tracking number so I can enter it in your notes. I gave her the tracking number and asked if they will be turning off my phone again. I was told no. Monday came and my phone was off. I called t-mobile and was told my balance is pass due, in order to keep from being turned off I need to pay the outstanding balance. I told them I will pay my bill, to take off the balance for the phones because the phones are on the way. I paid my balance and that Monday my phone was off. I called this time because I see that t-mobile received the phones from ups at 5am on the 28 of January. T-mobile told me they received one phone and they credited my account for that one phone. I told them that is impossible because all 3 phones were in the same box. I told them Burke in your warehouse signed for all 3 phones. It’s not my problem if they don’t check the boxes. My phone kept getting turned off. Than I called to see why my bill is still high after the 15day (which they told me took to get my phones in the system) is over. They said again about the phones. This time, I had two employees call my phone and left a RUDE message. They were laughing and telling me that I went over $168 on text messaging. I called back and was credited for those text messages. I also told them to cancel my plan. I told them once my account is fixed, send me a correct bill and I will pay it. Well they sent me a bill for $540 (some where around that) I called and spoke with Casandra, she went over my bill and told me the balance is $290. I knew I owed $200 for canceling my sister plan (she was still on a contract) than some money on my bill. I told Casandra if she could give me until April 3 and I will send in the payment. I asked if I can get a copy of the new balance and was told I couldn’t because my account was closed. I can get the balance from a t-mobile store. I told her when I got back home I will do that. She told me that my account would go into collection if I didn’t pay. I told her again can you give me until April 3. She said yes I will put that in your account after the 3rd your account will be in collection. This conversation happened on March 18, 2009 I received a letter from ER Solution, Inc. A collection letter stating that I owe $290. They send me to collection after giving me an extension to pay the bill. The collection note is dated 3/20/2009. On March 25, 2009 a lady by the name of Garcia from ER Solution called my job to verify employment. HUH? I also received a bill from t-mobile for $544.19, what happened to the $290 I owned. Well the bill says that $290 is past due. $544.19 is due April 11th? So am disputing the balance t-mobile claims I owe. When I called ER Solution on March 30, 2009 and told them my balance said $544.19 the lady I was talking seemed confused. So I told her I don’t want them to call me, send me letters, and if need be they can take me to court. I don’t own no $544.19. They have lied and all calls should be recorded. Please, Please listen to those calls. I would like a right bill so that I can pay t-mobile and get this done and over with. Yes, when I was younger (18 teen, 19teen) I may have not paid a bill or two. Am grow, responsible women and have not been late on ANY bills. You may call, my landlord, Edison, car note, and check my account with t-mobile whom I’ve been with since 2004. All am asking is that my account is looked at and correct. Please send me the correct bill, and I promise I will pay it.

Troy and Tammy Alexander: T-Mobile attorney name is Dan Menser, e-mail him if you haven't got your money. dan.menser@t-mobile.com

T-Mobile needs to be shut down. Am so tired of the rude ass employees. NEVER GIVE T-MOBILE YOUR ACCOUNT NUMBER.

Amanda Ballard TMobile Customer # 5133773293.

Hello Robert. I have a major problem; I switched to TMobile in December. All I have had is problems. I have spoke to customer service so much that even the representatives say they are sorry within the first few minutes. I have spent more time on the phone with customer service, usually on my cell, because the home phone service is so awfully bad! My home phone gets other people’s whole conversations, there is a large delay, and the reception is terrible. My husband and I were both sold lemon phones that were returned with no reason for why they were flukes. We went three weeks not being able to use our cells over these crap phones house phone still does not work, and the whole time we were paying for the service we couldn’t use. The supervisor just keeps telling me that I have to change internet services, set up another line, or pay the $200 to get the number back.

First, my phone (5133773293) broke for no reason what so ever. It shut off one day and would not come back one. I hadn't dropped it, it was not close to water, and the troubleshooting didn't help. I was getting ready to have a major surgery. A hysterectomy at was going to throw me into menopause at 27. Let the weeping and temper tantrums begin. The rep said that she would not send me a whole phone; she would only send me a battery. The troubleshooting said that it was probably the battery. She also told me that I was going to have to pay the shipping to get the battery in 7-10 days. I said that I didn't think that it was the battery, since it was a full charge when it went down. I told her that I thought that the phone was a lemon. She said that was all she could do.

I called back in a panic. I had to have this phone, since I was having surgery and the house phone didn't have long distance (hadn't been able to get the house phone yet, I explain later). I was going to be home with all my stomach muscles cut and that was the only to communicate with my husband on the job. I talked to a very nice gentleman and he took care of everything. He said that he was going to waive the fees for me and ship the phone in 2-3 days. That would have put it being shipped the day before or the day that I left the hospital. That made it all better, since I would get it Saturday or Sunday and Frank went back to work on Monday.

The phone came and I tried the new battery. It didn't work, the phone was a lemon. I sent everything back in a timely manner, shipped out the next day. Then, my husband's phone breaks (5133773293). Again, no dropsies, no puddles, and no reason. We talk to a rep who again says they will waive the few for all our troubles and send him his phone in 7-10 days shipping window. “Fine, just get us the phone!” Oh wait, there is more.

I had signed up with TMobile home phone, but the customer service rep at Sprint lied to me. She told me that we were unable to have a standalone internet package. So, I had to switch internet services. I am a full time Phlebotomist, getting my bachelors in 3 years instead of 4, and I have a family. I cannot go one day without internet. By the time we could find a service, set up a day, have it installed, have tmobile swipe the number, the 7-10 days for that to activate, and getting the service set up (desktop is down, I had to rewire everything to the laptop): the phone did not get used until the second week of March.

Then I get the phone going and it sounds awful. I call in and talk to a very nice rep. He worked his magic on their end and say that this should fix everything. It does not. I call back and the next time I could stop and he kept using computer jargon. It is like your doctor use medical terminology. Anyway, I spend 45 minutes trying things, before I have to get back to dinner before it burns. I call back and talk to another girl, when I had some hour to an hour and a half to try more tests. She was very nice and worked her magic from her end. She tells me that my internet (the one that I had to scramble to set up), is 1 megabyte (or some type of computer measurement) and that in order for the phone to have reception, I need an internet with 3 megabytes (or whatever the computer measurement was). She said that was the reason for all my trouble.

She transfers me to a supervisor when she realizes that she can’t help me. The supervisor says that all I can do is change internet services, set up another line, or pay the $200 to get the number back. I get off the phone the night before I go back to work and I cried I was so mad! Well, by now I am going back to work. I work in a hospital, where I can be called in for mass casualties at any time (20 injured/ dead people). When I got the service I thought that when the internet went down (which it never does, but in case), I would still have my cell phone.

Well, my house phone does not work and the cell holds the smallest charge ever. My Razor would stay charged for four days, if I just called on it. Plus, the ear piece that I had to pay for is too large for my ear and it is always falling out. Not really safe to be looking for your ear piece, when you are driving a 6-speed. My husband decides that we are not settling for not being helped when his phone keeps asking for the sim card. The sim card is already in it. Then he has to shut the phone down to get the message off.

I call customer service (for not even a clue what time this makes?!), and tell the supervisor that I am fed up with this phone. I want a different model, since this one keeps breaking. She says that she can’t do that for me, because I am under a 1 year contract with Samsung. I can pay to get out of that contract, or I can get the same phone. I don’t’ want the same phone. So, I ask to talk to a supervisor for my fifth time. She tells me the same thing. I tell her that her job is the middle man, she has a very unhappy customer, and that she should call Samsung. Tell them that you are charging a customer for a service that you cannot provide her, since the phone keeps breaking. She says that I am under a one year contract with Samsung and calling them won’t do any good. I asked for clarification that she could do nothing to help me. She says that I am under a one year contract; I interrupt her to remind her that she has told me this going on the third time. I heard it both times and I want to clarify that there isn’t anything she can do for me, except sell me another shitty phone.

She asks me to be professional, the only curse word in the whole conversation was shitty. I say. “Listen here, all I said was shitty. You have a job, because I am paying you to do it. You be professional and I will be me. She says that she can only give me the same phone, open another line, or pay the buyout. Well, I have had the home phone number for 12 years and I would like to keep it my home phone number. So, I said that I hoped that she did not extend my date with TMobile, because I will pay the buyout on my home phone. I will keep the shitty ass phone and in a year and a half, that I will leave TMobile forever. I also say that I will tell everybody what a shitty fucking service it is. Then I asked her “How is that for professionalism?” and hung up.

Now, I am generally a pretty laid back person. I am menopausal and I hate to take pills. So, I try to keep my mood balanced with breathing and zen. This was a day that was going good until I talked to her. She made me so mad and she was rude. I am a very upset customer with a very good reason to be upset and she was doing nothing for me! I talk to my husband and he says “Settle for nothing now, we’ll settle for nothing later” – Rage Against the Machine. He calls customer service. Then he has to wait for me to be available to give permission for them to talk to him. I had already done that when I set up the phones at the store (the store sale was awful too. They didn’t even have the phone that I wanted: a slide). The initial rep says that they will take care of this for him and puts him at ease. Then, they have to transfer him to someone who can take care of that for him. The person they have him transferred to says there is nothing she can do but what I had already been told. Internet, line, different phone, same model. We had also gotten the bill, and no one had waived the shipping fees. I was told that I had to write a letter and send it somewhere. I had the address until it was recycled. He was spitting mad for days.

It is still a sore subject with the both of us and we HATE tmobile. I just want my Razor and my AT&T. With all the problems that we have had, I do not think that is too much to ask.

Sincerely,
Amanda and Frank Ballard

5133773292
5133773294
8124382492

This comment regards the rebate offers T-Mobile uses to entice customers to buy their phones.

I purchased a Blackberry Curve at the end of October with a $100.00 rebate. I am a Tmobile customer since 2001 (the voicestream era) In the past, I have been happy with Tmobile's customer service and the retail employees have always been helpful. But, the rebate center's customer service borders on being fraudulent.

A few years ago, I purchased a phone with rebate and never received the rebate. I called back and they told me that I waited too long to call and check on it and so I couldn’t receive it. The offered no other compensation or explanation except...”I’M SO SORRY”. So this time I have made sure every aspect was covered in the rebate filing process. And, this time, I called in when the rebate didn't arrive. My phone purchase was made in late October and the rebate should have arrived in January. I called at the end of January to find the rebate center had flagged my rebate for not filing the appropriate papers. But the service agent admitted that I had filed everything correctly. to receive the rebate. So, they re-instituted it and told me I would receive the rebate in March. I called March the 3rd and was told it was being mailed. When it came, March 7th, I received only half of the rebate. I called in to ask why. The apologized and apologized and said I would receive the other half in 7 days. I called back on April 3rd and explained the whole story again. They said that they should not have told me I would receive it in 7 days they should have said 30 days on April 7th. They asked me to please call back after April 7th if I haven't received it. I asked them to call me. They said they can't. They're a Telecommunications company and they can't call out!?! Hmmmm? So, I called again today on April 14th. I still haven't received it. They said I'll have to wait two more weeks while they process this. I asked to speak to a supervisor. A supervisor named Jen gave me the same set of multiple apologies but offered no action. She requested that I call back if I didn't receive it in two weeks. I asked to talk to her supervisor. All the supervisors were in meetings. She told me to call back later in the day. I asked her to have her supervisor call me back. She said it would take two weeks for one of supervisors to call me back. Hello.... can you follow this.... it sounds like a run around to me. If this is happening a lot, no wonder they don’t have time to call back customers. Fix the problem and you’ll have more time.

This message is for Mr. Dotson, CEO Tmobile, USA.
I don't care what kind of fancy phones you launch this year, if you can't get your rebate division to honestly deal with customers you will lose us and then you won't have need to sell fancy phones. I am a long-time Apple Computer user. When Apple offers a rebate, the sales person fills out the form for you in the store and you have it in hand the next week. That is the kind of customer service I expect. You can't afford to tick-off customers in this economy. Word-of-mouth advertising will reign over your paid ads. Social media rules the day and customers will define your brand by the experience they have with it. Wake up...or you will be losing customers. Additionally, I think your rebate division is operating with fraud to keep customer's money after your sales people have enticed them into a two year contract by buying a rebated phone that is overpriced from the start. If I don't receive the second half of my rebate within two weeks. I will be reporting all this to my state's attorney general. I am beginning my search to replace your company on my family plan. Gee...I miss the good ole days of VoiceStream and TMobile when the company employees actually cared.

In January 2008 my daughter purchased a new Sidekick Slide. About three months later she began to experience problems with the phone:
- Randomly turning off.
- Trouble turning it back on.
- Recent text messages lost as a result.
- Old, deleted text message restored in its place.
When I called T-Mobile to inform them of these problems I was told by the CSR that since we did not buy an extended warranty on the phone that there was nothing that could be done, that it was already out of warranty. Keep in mind this conversation took place when the phone was three months old. This was frustrating, to say the least. After I spoke to T-Mobile at that time I then put my daughter on the phone to further explain the problems and they did some troubleshooting, but nothing proved effective.
With no warranty left on the phone she had no choice but to put up with its problems and limited use. In a separate conversation to T-Mobile a few months later, concerning my own phone, I was learned that T-Mobile warranties their phones for ONE YEAR.
I asked about the warranty for the Sidekick Slide and was told that it had just expired. I explained what I had been told three months after buying the phone, that it was no longer under warranty and the CSR said there was nothing they could do to help since it was out of warranty. I have since talked to several people at T-Mobile trying to get some help and am always told the same thing – it’s out of warranty.
I would like to point out the fact that the Sidekick Slide was in warranty when I first called, but that the CSR gave me the wrong information. If I had been told I could have exchanged the phone I would have done that. I have since had T-Mobile check the record of my call and no where in the record did your CSR say that they offered for us to exchange the phone. It only states that I called and reported the problems.
My question to you is this: since we were misinformed about your warranty policy, why should we have to suffer for YOUR mistake? It’s not our fault we couldn’t return the phone during its warranty period when we were told there was no warranty left on it. I strongly encourage you to check the records of my call.
Also, after I complained, I was questioned as to why I only called one time if the phone had been having problems all along. First of all, why would I call back if I thought there was nothing else T-Mobile could do? I made the grave mistake of believing your CSR when she said there was no warranty on the phone and I should have bought and extended warranty.
Also, after doing some research, I understand there was a halt in selling the Sidekick slide about the time my daughter bought the phone. In late November 2007 there was a known problem with the unit shutting itself off – the SAME problem she has been having all along. Why didn’t T-Mobile inform us of this when I reported the problem not just the first time, but several times after that? Why weren’t we given the option of trading out the phone for the improved model where they fixed the problem? I have to believe the phone she got was, in fact, one of the models that should not have been sold because of the defect. And even if it’s not, it still has the same problem.
As of today, the phone still randomly turns itself off, she’s not getting all her calls and text messages and the phone doesn’t even show that a call was missed in those cases.
Bottom line is this: your company improperly trained the CSR that gave me the wrong information and as a result my daughter has had to carry a phone that works only part of the time. I personally witnessed the phone shutting itself off last week and when it did turn back on the text messages that were on her phone were from Oct, 2008! Not her recent ones. They were gone!
You told me to call Motorola. Motorola told me to call you. We are the victims here due to no fault of our own. Please do the right thing and either fix her phone or swap it out with one that does work. We’ve been paying good money every month to T-Mobile for that phone and we have five lines on our plan. And I can tell you this, the coverage area and continual problems with connections and dropped calls are getting worse every day. T-Mobile’s quality of service and connectivity are sadly lacking.
We didn’t do anything wrong, yet we are having to pay the price for a mistake that YOUR CSR made. I don’t know of any other company that wouldn’t do the right thing and take care of the customer because of a serious error on the part of the company.

I must say that we are surprise to see that T-Mobile would continue to represent Mario Calangio of the Charleston SC center after failing T-Mobile values on numerous occasions. Mario lack of communication, discrimination and dishonest has caused many CRS, Seniors, and Coaches to leave the company or avoiding having him as a manager. It has effected us all. During the time of the transition from SunCom to T-Mobile, Colleen and Mario decided to create their own team by keeping the coaches and ensuring that the leads would have to interview again so they could take advantage and choose who they wanted. Many employees was caught by surprise when some decline the offer and some even was not sure if they could lead by example because of their lack of experience. It was also time for shift bid. We didn't know how the figures came up for the leads to be placed in the CRS bid so when asking Mario, he hesitated and avoided us. When asking Colleen, she had no clue. It turns out that he placed us where he felt like we should be, which showed discrimination. unprofessional, and unorganized. As time went by, it seems as if our center wasn't doing so great with there numbers so Mario sparked up two meetings. The first one was to inform us that if we continue to have HIGH CRT that T-Mobile will seek other candidates to have our position. Because of this we lost some great tenure employees.. The second one was to inform us that if we were to receive anything less than a three per GRE that we would be placed on a commitment mild stone or be sent home for decision time. We was stressed, baffled and we felt jobless. Good thing that it was brought to our attention that it was falsifying information and to avoid it. Mario approach became aggressive. Mario walked up to me and ask if I felt comfortable with coming to him if I had a situation. At that particular time, I had no idea why was he asking me this, so I said to him, yes I would because it is the right thing to do because you are my manager. Mario said good because I don't want you to call Kathy Woods when you can come to me. As soon as we departed, I went to my desk and little after my senior walked over to me and ask me what was wrong. I told her about Mario and I discussion. She said to me that he was only trying to fine out who reported him. I felt so bad, so I tried to contact you on several occasions but we continue to miss each other. I finally spoke to Linda about the situation and she ensure me that he now knows that it wasn't me because it was in management.
Just when I thought that the targeting was over, I was wrong. Here we go again on 4/14, his lack of communication pays off. Instead of Mario scheduling a meeting with me to review a situation that happen on 4/10, he decided to place me in ACW and told me to log out after that call. Then he said we are going to see Kenya.. We reviewed a called that I sent back through the Que. Mario ask what happen and I said that the customer was very steamed up and hot. My first attempt was to help the customer, but the customer continue to speak over me, so I ask her to hold while I get her a specialist to assist her. My Senior and Coach was out of work on 4/10. We had floor support but she was not available. I explained to Kenya that I did not want to escalate my voice. Kenya explained what she would have done in this situation and then she ask me how I could have turned things around if I was to receive another call like this. I totally agree that I would do exactly like she would and how it was not my intention to do anything wrong. So Kenya said that I could go back to my seat. Well that wasn’t enough for Mario. Unfortunately on 4/16 around 11a, my coach said that I had a meeting with HR. Mario said that he met with the other managers and decided from the call that call that my service was no longer needed at T-Mobile. I was baffled.
The reason why I am informing you is because I hope that you would take this in consideration and I hope that no one would have to experience what I have experienced. T-Mobile is a wonderful company and I wouldn't say anything bad about the company. I have learned a lot just over the past months. T-Mobile has taught me how to live the values and to continue to strive for the best. Even though, I have been knocked down, I've been knocked down by Mario who does not support T-Mobile values. Mario doesn’t know that the employees are first and that his communication is awful. I hope that you can look into this and ensure that your employees are not ever mistreated or targeted. Mario has really damaged me and it would be months before I would forget what he took from me and what he has put me and other employees through.

Mr. Dotson, I regret having to write this letter, especially, after reading your accomplishments with T-Mobile etc. However, I am a customer of T-Mobil and was a customer of Sun-Com prior to your take over. The problem is Billing. I have been on the telephone to your accounting department for the last nine(9)months. Each month there exist the same problem. Each time a promise of investigating the problem and getting back with the customer. Never, I repeat Never have they contacted me with the intent to solve this problem. They did however, contacted me once by cell phone. Even then, I instructed them to contact my home phone, as my cell phone is only used for urgent and emergency calls. That simple task could not be handled by T-Mobile.
The nature of this email is my last ditch effort before I engage the service of my attorney. The problem exist where a payment was not credited to my account. I reviewed by bank statement and it revealed that this payment was paid in the amount of $56.77 on 1/8/09. Check Number 10655100 deducted from my checking account number ending with 2491. The payment was applied on 1/15/2009. I faxed this information three (3) time to the allege accounting department to no avail. Each and every month since November, I have contacted your company with an accounting problem. With the unmitigated gall, one of your representative suggested that I change my bank. The other manager with the name Lisa #0854784 suggested I send them a copy of my actual bank statement so they could determined whether it was deducted from my account. How incompetent. My concern is, if they cannot receive a fax and follow up, How in the world and who in the world would have privy to my bank account if I followed her suggestion. Never Would I entertain such.... In any event, I am still hopeful that this problem be resolved at your level. As I have exhausted every ounce of strength I have in an attempt to get this matter resolve down in your local office's level.I would be deeply grateful if you can assign someone to handle this problem once and for all.
Thanking you in advance for your anticipated cooperation in this matter.
Goldie d. Mapp
Account Number 588276540
Mobil Number 919-601-4180

I wrote Robert 4 days ago pretty frustrated about the service I am getting from T-Mobile. I would think the CEO of an organization would want to reply more timely regarding negative feeback from a customer. Typically I would not escalate to this level, but in this case it was warranted. I am additionally surprised I received no feedback from Robert or one of his managers or even an associate on his behalf. It would have been courteous to a minimum reply to the e-mail to acknowledge receipt of my e-mail. I'm even more frustrated now - I guess the CEO doesn't give a rats tail about the customer! If I could pull out tomorrow I would - I know I would be recommending T-Mobile over Verizon. I think T-Mobile must be an extension of Verizon.

I went on vacation, and lost my phone. the theft used up to $2500 on international roaming and downloads, and now t-mobile is expecting me to pay for this saying that it is my responsibility and that I should have suspended right away. I suspended when I found out, but it was 5 days late. I am just outraged! How can I possibly accept to pay that amount when I did not even use it. How do they even expect me to pay for it? Their policy is just something I can't agree with, when it comes to lost/stolen phones. I called in to speak to their representatives many times, and all were unwilling to talk to me, and the supervisor that I managed to get hold on the phone even hung up on me.

What is Ms. Nokes ext on that number because I have major discrpancies which are too extensive to post as a comment.

I'M ON MY 4TH PHONE, AND WAS TOLD THAT I WOULD RECEIVE A "NEW" NOKIA 7510 SUPERNOVA. AS PER YOUR POLICY. AFTER A TOTAL OF 3 HOURS ON THE PHONE IM LED TO BELIEVE THAT I WAS GETTING IT, ONLY TO FIND OUT THAT THEY ARE GOING TO GIVE ME A REFURBISHED ONE. THERES MORE I SUGGEST YOU LOOK UP MY ACCOUNT AND SEE THE PROBLEMS I AM HAVING WITH YOUR PHONE AND YOUR SERVICE, ALSO,THERES AN OLD BIZ. ADAGE THATS SAYS SOMETHING ABOUT "A CUSTOMER LEAVING THE STORE WITH A BAD TASTE, SPREADS THE WORD FASTER ABOUT HIS OR HERS BAD EXPERIENCE AT A STORE OR PRODUCT, THEN WOULD THE CUSTOMER THAT HAD A GOOD EXPERIENCE. YEAH WELL I WILL MAKE IT A MISSION TO GET THE WORD OUT ABOUT YOUR TREATMENT OF CUSTOMERS

My friend and I had a similar negative experienve with T-Mobile USA Inc, She contacted the Better Business Burea (909) 825-7280 or fax your complaint to (909) 825-7280, and the State of California Department of Consumer Affairs Bureau of Electronic and Appliance Repair, who regulates their service contracts (800) 952-5210, or www.dca.ca.gov *file a complaint*, and her problem was solved. Good luck !

Hello please if any one can help me tmobile has took 483 dollars from me an they do not care I talked to sue.nokes of tmobile plus executive office an did not help but see I'm 100 percent disabled an when disabled affairs gets this it will so ceo thank you for leting sue nokes an more treat me so bad an steal from me an make me pay a 93 dollar bill when I don't even have a phone from tmobile they will not send me one well channel 8 10 13 28 news channel has just got the info about how tmobile is stealing from me an lieing to me well I think you will help me now oh an better b b called them to but the best is disabled affairs will be talking to you ceo very soon have a great day an stay away from tmobile they do steal an lie sue.nokes@tmobile.com she loves emails

I changed to T-Mobile about 7 months ago, and its been a HELL of a ride since. I have now gone through 4 phones "NOKIA 5310." The speaker on my headset keeps on going out and now on my 4th phone i can't get it to turn off. On top of it all i had a credit check done and T-Mobile is nowhere on it. I was lied to from the beginning about T-Mobile reporting to the credit bereau. I have called and called customer service but to know avale. I finally found out how to get ahold of the main office in washington state, but one of the dudes on the presidents team talked to me like i was a retard. While they were partying, laughing, and having a good time in the back ground im sitting on the other end of line FUMING!!!!!!!!!!!! They finally offered me another make and model phone but its a down grade. If i wanted that phone i would've picked that phone. I WILL NOT RECOMMEND THIS SERVICE TO ANYONE. They lock you in a contract and then suck the blood out of you. If T-Mobile doesn't change the way they do their service they will go BYE BYE jsut like PRIMECO, and i'll be sitting on the side line laughing enjoying my service from AT&T

My grievance involves new phone purchase through online (T-Mobile Sidekick LX Orchid) 7/1/09, 1-week after receiving phone problems started occurring where the phone battery charge reflected fully charge, however, once un-plug from the charger the phone dies out. T-Mobile was contacted 9-days later, phone was tested and was told that if the problem persisted to contact them since I was still under the buyers remorse period (14-days). The problem persisted and T-Mobile again was contacted on 7/23/2009, after explanation of problem I was having, I was inform that base on my previous complaint, and my customer good standing with them, that a new phone will be sent to me.In addition to the problem with the phone, I also found out that the phone has a manufactures defect, were the back panel completes peals off, and looks worn out and old, however, T-Mobile continues to sell the product without any warning or information to this defect. Well to my amazement on 7/28/09 I received not a new phone but a refurbished one. I contacted T-Mobile spent 3-long hours on the phone, arguing back and forth with several of your associates and managers to be told that miss-information was provided and that under the warranty, only a refurbished phone would be provided, since the buyers remorse period (20-days but not 14-days as previously told) had lapsed. However, if I wanted a new phone, a charge of $199.00 + would apply. I tried for to resolve this complaint directly with your company, however, you flat out reject to accommodate me, well knowing that this was a prior issued., and documented. However, after I arguing back and forth this no longer appears on your system, mysteriously disappearing. A Complaint has been submitted to the local BBB to be handled.

I have had T-Mobile phone service for the last 7 years, so I am not a new customer. We purchased 2 new phones on June 17th, 2009. On the 18th, I called to finally get my caller ID to say my name. Get More, what a joke try get less and wait 72 hours for 47 days. I have been trying to get Caller ID set up of 3 phones for 47 days. I am so sick of the lack of response and one escalation after another with nothing ever getting accomplished I could just scream. My husband says that caller ID just isn't important to T-Mobile therefore they will never get it set up for us. But I think if you have 3 phone they should have some respect for you and get the job done. Quit telling us your doing something when in actuality NOTHING is being done. All 3 phones come through with our phone numbers and under they say UNKNOWN NAME.
Who answers phone calls from someone they do not know???? Phone call after phone call to T-Mobile and the last two they said they would escalate it to the company that does their caller ID's, HELLO???? Why wasn't that the first place to go. I am so fed up with T-Mobile that when it comes time to renew I will be looking elsewhere for someone who actually cares about their customers and who actually will GIVE MORE to them. My next resort is to call Fox 2 news and the Better Business Bureau on T-Mobile to see what I can get accomplished.
celll # 314-397-0873 and thanks to you all UNKNOWN NAME!
MY REPS Name is Carla P rp 0753871 Could I get a little help here??

When I signed up for the T-MOBILE@Home service, the T-Mobile representative GUARANTEED me that I would be able to FAX using their service. I stressed how important faxing is to me. The representative kept stringing me along, telling me they are working on it and a fix is imminent. Lo and behold, it's 4 months later and there is no way to fax using their @Home service and they do not have any plans of offering it anytime soon. I politely requested that they cancel my service w/o the early termination fee of $200.
The T-Mobile people basically laughed at me with a kind of "hey, what are yo going to do about it" attitude. I'll tell you what I'm going to do. I'm going to make sure that everyone knows about this via TV, newspapers, magazines, etc.
Also, FYI, you get billed $15.00+, not $10.00.
I used to think very highly of T-Mobile and their customer service, but now I see they are just another giant money-grabbing machine with no Integrity.

P.S. - Mahfazhour Khan(Bayside, Queens, NY store) was the T-Mobile representative who "Guaranteed" faxing ability and strung me along until the trial period was over and then stopped answering my calls and emails. Up until this experience, I could not praise T-Mobile's customer service any higher. Now, like I said, this company has shown itself to be just another money-grabbing giant. I'd like you to prove me wrong.

When I signed up for the T-MOBILE@Home service, the T-Mobile representative GUARANTEED me that I would be able to FAX using their service. I stressed how important faxing is to me. The representative kept stringing me along, telling me they are working on it and a fix is imminent. Lo and behold, it's 4 months later and there is no way to fax using their @Home service and they do not have any plans of offering it anytime soon. I politely requested that they cancel my service w/o the early termination fee of $200.
The T-Mobile people basically laughed at me with a kind of "hey, what are yo going to do about it" attitude. I'll tell you what I'm going to do. I'm going to make sure that everyone knows about this via TV, newspapers, magazines, etc.
Also, FYI, you get billed $15.00+, not $10.00.
I used to think very highly of T-Mobile and their customer service, but now I see they are just another giant money-grabbing machine with no Integrity.

Follow up to previous postings. Hooray!!! Finally spoke to a terrific representative named Athena at T-Mobile who actually listened and understood what was happening and she did the right thing, cancelled the account and eliminated early termination fee. My faith is restored somewhat in T-Mobile service. It would have been fully restored had this problem been handled like this 5 months ago when this all started.

I purchased a pre-paid sidekick for my neice for her birthday in May 2009. In July (18th to be exact) she had a problem moving the navigation ball on her phone and we were instructed to mail the phone to T-Mobile via UPS. By tracking I found the phone had reached T-mobile on 7/22/09. We waited a few weeks for a replacement phone but never to receive one. Finally, my neice, her mom and I made several attempts to locate her replacement phone. On 8/12/09 I finally spoke with a representative who seemed to know what he was doing. Edward tracked down the damage phone and place an order for her replacement. He also tells me to await a call from T-mobile within 72hours re: the newly ordered phone. Today, 8/17/09 i spent at least an hour being switched from one department to another,to only be hung-up on by a reprentative (Andre'). It's been too long for a customer to be without a phone, whether they have a pre-paid or monthly plan. I WANT THE PHONE I PAID FOR..AND TO BE COMPENSATED!

I've been a very happy and loyal customer of T-Mobile for the past 4-5 years, I had 4 lines but recently added the home line , with the total of 5 lines now. But my daughters phone was stolen and calls were made to Spain and my bill went upto over $4,300. Now my problem is that how could T-mobile a BIG CORP. COM. not inform me as such bill, now I have a Family Plan, I could only afford what I can, but when I called the "so call" Represenatives at T-mobile they were no help. I was on the phone for 1 or 2 hrs, talking to one person to another for days, until I came accross with Robert Dotson name cause according to the represenatives they didn't even know who the big boss is or what's his name.????? So with all that bull I decided to go to my local T.v. Stations and a couple were interested in doing a report on this matter and I decided to write to Robert and inform him about everthing and Alexandro contacted me right away, and credited me the first bill and the second bill but I just got my second bill and I'm still being charged for that bill,,, now I think that if someone has any problem close to what I am having, my advice is to go to your local T.V. channels and see if they can help you... and that will get T-Mobile alert....

just call the corporate office at :800-318-9270 and go to your local T.v. Stations and tell them your story and they might want to do a story on it but be for u do the story tell T-mobile and trust me they will take care of everthing on that moment...

my name is cw mackley i got 2 phone in the mail on 09-18-09 i called to get it actavation the told me one thing & the oppsite the department that took my order over they internet said i dont need any money but when i called in to get it actavation & get the phones number then they told me i had to get the phone to work i had to pay money up front & they said it was the department that got the order sent them out before the order was done & i dont thing i should have to pay for there mistake that not way to do business if you want to stay in business i thing you going have to do something about get my phone to work if you dont do something about that i will turn your company into the bbb cw mackley

Re: Rebate tracking ID#804262199 Sept. 21, 2009

Dear T-Mobile

This is in response to your letter dated Sept. 10, 2009 notifying me I am not eligible for the $50.00 rebate on the purchase of a new phone. I was not told by the salesperson that I had to purchase add-on features. She just handed me the rebate forms and told me what I needed to do to file for a rebate. This is either an unethical business practice or you need to retrain your entire sales staff.

I have been with your company for many, many years and I haven’t had a complaint until now. When I called your Rebate Customer Care department for an explanation your representative basically said: sorry you didn’t understand the terms. This cavalier attitude just escapes me. This is not the way to conduct sound business practices. You can rest assured that when our contracts expire we will definitely sign with another company. In addition, I am forwarding copies of our correspondence to the Federal Communications Commission, the Federal Trade Commission and my state utility board. Furthermore, when conversations concerning cell phones frequently occur with family, friends or just come up when you talk to people on the street I will be happy to share this experience with T-Mobile.

Sincerely,

Mulvina R. Dalton

My contract ended in march of 09...I* yr contract has been continuioulsly being extended with my athoraztion or say so, I have been lied to diened services i was ekagable for over 8 months ago hung up on blamed for complaining docked minutes have been paynf an additional 9 months of service i just fi=found out my contract has been over for quite a while. False impersination of higher authority posittions 7 hrs at a time on the phone. Purchased one phone 29 months ago for 400 $ and still was denied upgrade hot spot home line and regular t mo service should have been avalible in june of 09..Called attorney have mint case, 611.22 of paid bills after contract was up, Tution reinbusment denied laptop wi fi stick three months ago...hung up on by supervisors cursed at blamed that its my faualt its a mess due tio complaining, pay 24.99 a month for data and 400 texts to receicve 400 minutes only and 0 texts...I finally win, youll be hearing from her tommorrow, i have a original copy fyi of my contract.. Thax for nothing t mo

By the way 19 months not one upgrade...denied each and every one evr went for . STAY AWAY FROM FLEX PAY PEOPLE. I just payed my bill two days later its off then on then off ...people pose as supervisors...they also do not note conversations or promises, was even told ny supervisor that yeah some people just yes you to death just to get you off the phone...You owe me $611.22 3,000 in tutioin that was lost cause i was denied hot spot &wifi like 3 months ago...ca nnot open regular t mo account because flex pay lied and it states in your sytem it was up 3/09 yet i still have to wait three months to get reglsr t mo. JUNE! JUNE is when i get it so go back....fixit legal action is currently happening, Question, pay i tell you i have no cable no internet no home phone...Wow Robert dodson must be proud , No t mo at home for me , no hot spot foe me ,not one offer im not even under contract....???Got all my documentation how about you? Contract?i do? Phone records even being charged on weekends and after 9!!!!tanx...I may be rich pretty soon

^hrs on the phone AGAIN with T mobile. They have been Illegally extending my contract without my permission. It ended 9 months ago. I told for almost two years that i signed a two year contract,was promised a free phone in Oct 09 if i upgraded and extended my contract for 3 more months, It was the 3G Dash,Plus 1500 minutes unlimited my faves mobile to mobile unlimited messaging...I was told i would get the phone "FREE" due to all my heart ache and lies and crap i dealt with it would arrive in 7to 10 business days...I called later three days after i payed my bill to find 600 minutes 0 text messages and my current dash currently doesn't work anymore...(it was better then my laptop) No phone in the mail conveniently either, I called spoke to a "supervisor who later found out that they were posing as one" they said i can not be sent a free phone because my contract was up in march of 08 . then he proceeded to ask me if i would like to extend it for a special installment price?? My contract was up in march 09 stupid! then your trying to extend what doesn't exist The words that came out of your mouth ? It is available on every t mo website my contract was up in 3/09 and i do have the same on paper....You people are horrible and i will be paid back every penny knowing my wishes a yr prior of my desire to no longer exist with flex pay...Oh and i havent had text messages again this month. Also ive been charged on the weekends still...as wekk as after 9. 7 hrs on the phone missed work , i have never had a phone com actully have me histerical and not fix what you people FED up!
I do have an atternoy and i have a case a big case...I have names ID numbers and the paper work to back it up,