T-Mobile dropping over 600 customers because they roam too much
On November, 14th, T-Mobile sent out letters to over 600 customers that are no longer within a contract to tell them to get lost. Not quite the words, but more or less the same thing. The thing is, T-Mobile viewed these customers are roaming too much, and most likely thought it would be cheaper to disconnect these customers instead of letting them roam till the cows come home. They are totally out of the system, as they’ve been offered to switch to a T-Mobile To Go plan. If they don’t want that, they will then have no choice but to have their service terminated by a specific date. A little harsh? Maybe. But then again, if T-Mobile doesn’t cover where you go, you’re better off switching to another carrier. Just don’t switch to Sprint because you might end up getting canned there too, you know, for calling customer service too much…
Thanks, T-MobileStar!
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On Jun 11, 2008 @ 6:12 pm, tom Said:
A coworker of mine just got one of these letters last week. He was totally suprised since he didnt realize he was roaming that much. He has been in town the last 7 months so its a mystery to him.
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On Jun 29, 2008 @ 2:12 am, Sojourner Truth Said:
Maybe you think you’re a big hero for outing someone named “Diana” and giving her rep ID, but since you opened the door, here’s the REAL scoop. T-Mobile doesn’t want to dirty its hands with extreme roamers, so they’ve sent those calls to an outsourcing company which opens call centers in impoverished areas of the Deep South. They drag as many bodies in off the streets as they possibly can to pose as T-Mobile representatives with the absolute minimum amount of training and compensation, and the employee turnover statistics would make your jaw drop. In the city where the “45xxxx” center is located, that company is the laughingstock of the region. The outsourcers put up huge electronic help wanted billboards everywhere in sight, spend a fortune on TV commercials, and desperately hammer lawn signs into the ground along major throughfares begging for applicants, but everyone in town knows someone who’s had a bad experience with them and no one wants to work there. Employees rarely last more than a few days or weeks — as most of the young pregnant moms quickly find out, it wasn’t worth getting off of welfare to even try to do the job. There isn’t a T-Mobile store or tower within 100 miles of the center, so most of these people have never even seen or touched an actual T-Mobile phone. Their Deep South wages are so low that they can’t qualify for credit — but they’re fully authorized to run yours as part of the activation process — so they’re predominantly using some other carrier’s prepaid phones. Now, here’s the real kicker, even if they did have T-Mobile phones, the ERR call center employees would be considered extreme roamers themselves, so why would they even bother in the first place? After you got off the phone with “Diana,” she was most likely just as frustrated as you that her supervisor refused to take over your call. It wouldn’t be unusual if she threw down her headset and quit the very same night, and as each person quits, the wait time for an agent gets longer and longer. The supervisors in that call center are a lazy, indifferent, complacent clique who are off socializing together whenever an agent has an escalated call, and their turnover is almost as high as the agents. They care more about their own jobs — to carry out T-Mobile’s mission to terminate your service by any means necessary — than the fact that your life has just been upended by the extreme roaming reduction, so they just flat-out refuse to take over the calls. The people who take those calls actually do care about you no matter how rude they seem — they’re just not empowered to solve your problem.
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On Jul 5, 2008 @ 11:33 pm, Thom Said:
I’ve never had a problem with T-Mo, save for them shipping me an unactivated phone, but a call to customer service took sorted that out very quickly.
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On Jul 20, 2008 @ 4:24 am, Rebecca Said:
T-Mobile does not have excellent anything. They have a bunch of inexperienced reps answering their calls, who have no problem telling you that they are simply a call center taking their calls. They mail you out refurbished units, sometimes the same unit that you previously mailed in for service. I am so over T-Mobile and could care less about how reasonable they are. I thought I was getting a great deal when I signed up for 1,000 minutes at $40.00 a month, but I’ve learned that this is a classic case of you get what you pay for. I can not wait until my contract is over with them in 3 weeks. I’ve already signed up for the 30 day trial with Verizon :-).
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