Product Type: T-Mobile in Telecommunications Services
Newest Review: ... asked questions" because actually they DON'T want to talk to you as that costs THEM money (and you pay 25p per minute ... do they pay... more
Poor Customer Service But Alright Prices
Member Name: Craig86
Advantages: Good range of phones, mostly good prices, signal good
Disadvantages: Poor customer service
I have used T-mobile (now EE) for what must now be going on 8 years, they were the first and so far only operator I have had a contract mobile phone with after switching from an o2 pay as you go sim card.
I shall give a brief history over that period, I am sure my first contract was for 12 months, at that time I had a good deal paying roughly what I would on pay as you go but of course with a "free" phone to start. The phones aren't really free of course, they more than make up for it by keeping you on a contract, but at this time, paying what I was it was about as close to free as you could get. In the early couple of contracts all was well, well apart from my one main gripe at that time, the signal was bad especially in comparison to my experiences with o2.
Moving on I stayed with them mainly due to convenience, you see some great offers of free technology with different purchases from other companies but for me I found it a hassle to have to move.
I don't think it's something I will have to fight when my next contract ends though, I have recently renewed and regret it. The signal thankfully over the last year or so has improved, the price despite rising for a few years is now at something I am comfortable with in relation to my usage. My view of T-Mobile had though been soured with some very bad customer service, firstly in store when renewing the assistants weren't far off telling me I was ridiculous to want to pay an amount still over what I use in calls, when I said I would look around other companies their response was "you will have to do that", after 8 years I would feel I deserved a bit more. Surely their main priority now is to keep customers? Most of the population who will want a contract have one.
This over the phone service was marginally better, the lady was at least polite and although she couldn't even remotely help in getting the monthly price to something anywhere near what my usage is she was just doing what she is told. I know you have to push things, you have to go through to cancellations before they miraculously find something that you want, and so it transpired, many calls later the cancellations team found me something that really should have been easier.
All was well with the world until my next bill involves a strange addition, they have added money to my bill, after some research it appears two text messages were responsible. A quick Google search shows it as some scam company, I didn't respond to any messages nor did I fill in anything asking to be texted these expensive premium messages and I am the only one with access to my phone. T-Mobile basically said it was maybe a ringtone service, after 5 minutes research I read easily nearly 100 posts on forums around the world contacted bv the same tel no. and charged the same if not more for receiving. T-Mobile have placed a third party block on my phone but will not even entertain the thought of looking into the charges. All operators should do more about this.
I am sure T-Mobile aren't the only company to have these issues, customer service is highly valued and I have really only experienced good service in this respect from a handful of companies, that is unfortunate but the way things are run these days. Long 2 year contracts certainly don't make them keen to change their ways.
I will see out the contract and assess my options, problem is I feel they are all much of a muchness.
Summary: Underwhelmed these days, but if you get a good deal they are ok