Don't Give Up...You Will Get Results!
I have had the T-Mobile family plan cell phone service for almost 2 years. I've never had a dropped call or any other problems and was always happy with their customer service....until yesterday.
Back in October of 2009, my son's cell phone stopped working for no reason. He got the dreaded white, flashing screen. No problem. I went to our local T-Mobile store in Lindenhurst, NY and they exchanged it for me.
In January of 2010, the same thing happened again.
Yesterday, the same thing. This time I wanted a different Nokia model as comparable to the one he had. I wasn't looking for an upgrade, just a comparable priced phone. The store called customer service and I spoke with the representative. She repeated over and over that there is no solution and I would have to have the same model phone shipped to me for the exchange. I told her, "no way! I'll be back in a months time and this is the 3rd time as it is!" She sounded like a robot and I told her "for-get-it!" and I hung up.
I told the store clerk what happened and he called customer service for me....again.
I spoke with the rep and explained what happened....again. He immediately connected me with a specialist because he knew there had to be a resolution to this situation. He transferred me to....Dan.
I explained to Dan the problems my son has been having and he noticed that anyway by looking at my account. I said it's not right to give me the same phone when we all know it's a manufacturer's defect and I'll be back with the same problem. Dan agreed. "Whaaaat? You're kiddin'?" No, I'm not.
I also told Dan that I don't like being held hostage with a contract. Anytime you make a change to your plan, they extend the contract. Dan (The Man), changed my plan right then and there. We now have unlimited texting and phone calls for just a few more dollars a month and my son and I will receive 2 new phones that I chose while in the store. Both phones are upgrades.
Dan (The Man), was sympathetic and validated my feelings. I didn't have to argue with him and didn't have to push him. Unlike the other representative, Dan (The Man) resolved a problem that didn't have to be a problem in the first place!
Thank you Dan (The Man)!
Cell: (631) 703-0201
Office: (631) 226-5995 Ext. 242
Email: JackieC@century21aa.com
Website: www.longislandrealestatelady.com
Website: www.lindenhurstnyrealestate.com
Blog: http://jackieconnellyfornuff.com
Skype ID: LIRealEstateLady
Sweet,Jackie. I hope you can email Dan the Man a link to your post--that'll make his day, like he made yours. Love it!
Hi Jackie, glad you got to Dan the Man. Sometimes it just takes talking to the right person.
Nice Jackie! Do you have Dan's direct phone # now!?! Perseverance certainly can certainly pay off from time to time!!
Jackie, we have also had good Customer service with AT&T at the local level. They know who's buttons to push (literally). Glad you got rid of the defective one, I had a real problem withVerizon with a similar problem, they kept sending me refurb replacements- other peoples junk!
Jackie: Isn't it nice when you get a hold of someone who knows the value of customer service? Keep his name and number.
Hi Lottie, I'm going to try and find him!
Hi Liz, I usually never have a problem with T-Mobile. It worked out and Dan was a huge help!
Hi Stephen, lol, no but, I will never forget him!
Hi Nick, Refurbished? That's horrible and not right!
Hi Chris Ann, You got that right! Believe me, I will never forget Dan!
Jackie,
Way to go with DAN! You explained a simple problem that is their defect, you do want to scream and rant when you get the village idiot like you did with call #1 to customer service.
Glad it got resolved and that you get new phones. It doesn't have to be nasty, but an acknowledgement and acceptance of something that should be responsible for is smart on their end. The ranting you can do when they do it so badly is a poor choice on their part.
All the best, Michelle
NOTHING irks me more than when I have to condemn 4 hours of my day at the Sprint store when my phone has a bad day. They should be giving you free phones for life after 3 duds.
Hi Michael, Not everyone does that and I usually never have a problem with a T-Mobile rep. I do know Verizon is excellent for people like yourself that live in rural areas. I wish they were cheaper though.
Hi Ellie, At least we are getting the 2 phones. Dan didn't hesitate. He knew it's good business to keep a long-standing customer.
Hi Michelle, It's actually a Nokia defect. What happens is, all cell phone providers are under contract with the cell phone manufactuers and that gets passed onto us. There was NO way I was taking another phone of the same model. I would have been back with the same problem. Dan knew it was a no-brainer :)
Jackie, You'll have to tell me where Dan is located...I have not had the good fortune to find ONE helpful phone person and my contract is long up! That would be a pleasure to find someone who is helpful!
Hi Carole, Most of the reps at TMobile are good. I guess I got that one person who was having a bad day? No excuse though. I think when the store calls the hotline you can ask for him. I think the reps are located all over the place in the U.S. but not sure.
Jackie, so Dan the Man is the good guy here! I had T-Mobile for many years and they treated me well. When I switched to an I-Phone, I had to switch to AT&T, who also treats me well. And yes, the contract extension this is pretty annoying!
Hi Pat, yes he is! I got out of a contract. Yes, I have to buy a phone instead of it being free but I'd rather that than being tied down everytime I have to make a change to the plan and the contract gets extended. I can always buy new phones on ebay in that case at better prices as well.
Jackie, great post. I had the same problem with a Treo. Finally after getting on the phone with a Srint representative (not the store) I got a Blackberry and have not had any more problems. I had to fight to find the right person but at least they were there.
Hi Ted, It's ashame when we have to fight but sometimes it's necessary. I'm glad it worked out for you :)
I've heard the same droning voice from the people in the store before, it's like they are robots. Glad you got it resolved.
Jackie, We all need to be more like Dan! Customer Service is the name of the game in our People business!
Hi Lyn, I don't like that robot voice. That's a pet-peeve of mine!
Hi John, Absolutely! I come across frustration from others everyday!
Thanks Pat for flagging Jackie's Post. It's sooooo refreshing to hear of great customer service. It seems to be in massive short supply these days.
It became necessary for me to spend most my time at home due to some hubby infirmities. So, I joined forces with Robin and now handle the internet for her amongst other things including listing and selling properties in the community where I live.
This means I no longer need 2 cell phones let alone 500 minutes when there is barely an hours worth on the monthly bill! I've had service with Verizon (reliable connectivity here in the mountains) since the bag phone days (yes, I'm old as dirt!) For the last year I've been trying to get this plan changed and run into a solid wall that nothing can be done w/o a penalty until the current contract expires in mid 2011 or there about! It's maddening. After reading your positive post on T-Mobile I'll be back at Verizon again soon. Perseverance, perseverance and being able to reach the right person. I thought I'd gotten through my last visit when the store rep spoke with a higher up, but, alas no luck.
Thanks Jackie for spurring me on.
Sue of Robin and Sue
Hi Sue, isn't it frustrating? Keep it going and sooner or later you will get someone that has a brain because keeping a customer happy is a no-brainer!
I live at the other end of NC from Sue on the Southern Outerbanks. T-Mobile and AT&T are useless here. Verizon has great service here. Everyone has a few bad employees. I would say to Sue keep trying. Consumer Reports always rates Verizon as having the best customer service.
Hi Tom, I also agree that Verizon has great cell phone service. Some services are better than others especially in semi-rural areas, etc. Verizon may have great service and they also know they can charge more. TMobile always works for me as far as coverage and never a dropped call.
Evening Jackie, All this technolugy ! When it works life is good but when the slightest thing goes in the tank we are out of business. Glad Dan ( The Man) was able to help you out.
Hi Bill, you got that right! I'm just glad I got someone that knew that keeping a customer is a smart thing to do!
Amazing but sad. Too bad it took that much effort to get a resolution.
Hi Erica, yes but at least Dan took the bull by the horns and resolved the situation effortlessly! :)