T-Mobile Has Horrible Customer Service: Here’s How To Get A Resolution

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Late last year I upgraded my iPhone 5c to an iPhone 6 Plus as part of T-Mobile’s JUMP program. More than three months and a dozen customer support calls later I was still being charged for my old phone—in addition to my new phone—as if the JUMP upgrade was never processed. While I did finally achieve a resolution to this issue, I went through customer service hell to get there. Along the way I learned some interesting facts about how T-Mobile’s customer service department is organized—and what it takes to get a resolution there (scroll to the bottom for my tips). Before you contact T-Mobile’s customer service, you’re going to want to read this.

A couple of weeks ago, I began this blog post by venting the following…

T-Mobile has no record of receiving my old phone in the mail (although I have a confirmation that it was delivered). Why? T-Mobile doesn’t know. Literally nobody within T-Mobile can tell me.

That’s according to Dan. Dan is an hourly customer service supervisor. He supervises customer service representatives. He’s the type of person you get transferred to (or “escalated to” in customer service speak) when you ask to speak with a supervisor. But he’s not THE supervisor. There are many supervisors.

According to Dan, T-Mobile’s customer service department consists of eight teams. Each team includes an ...

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