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 hourly supervisor (like Dan) as well as a salaried supervisor. Above the hourly and salaried supervisors is the call center management. Above the call center management is the site director.
With such a long chain of command, one would be tempted to rest assured that someone in the customer service department would be able to resolve a simple issue like getting overcharged for a phone that a customer sent back. Not so.
Dan told me that there was actually no way for him—or anyone in the company—to discover why I was being charged for a phone I sent back. He guessed that either an improper request had been made by customer service to the warehouse staff (T-Mobile actually has six warehouses, according to Dan, and there was no way for him to know which warehouse my phone was sitting in) or someone had entered the wrong tracking number into their system.
I asked Dan if that was what had in fact happened. He said those were just possible scenarios. I asked why the warehouse or ...