T mobile billing and general attitude a disgrace

[LIZDANIELS]

T MOBILE are the worst company to deal with they have no customer care , I have had endless problems with them since I ordered an LG Shine some 4 months ago from the website . In my experience they cheating , sly people I have never had a problem with any other network , my freinds are on 02 who are fantastic , the billing is clear they face when they are wrong , admit a mistake and do thier upmost to correct it immediately without an arguement , deal with T Mobile and your dealing with far worse people than you should imagine dealing with in a prison ! They lie through their back teeth , they break agreements , they send confusing inaccurate paper bills and fail to explain why a bill is so high when you are on a flext plan and you know you havent used that much outside the plan . They seem to have great difficulty in telling the truth , they hound you for miscellanous payments , seem to be incapable of updating a truthful conversation you had with them onto the systems , they are quick to pass your details onto a debt recovery agency and disconnect you with no apparent reason .

I cant help but notice they are a LIMITED company who sponser big concerts like the ones recently that were hosted in London and Leeds , yeah , I wonder why ? because they are robbing us to AFFORD IT I EXPECT . I really would like to see as many people complain about T Mobile so they end up on programmes like Watchdog , THEY ARE AN INSULT TO THE CONSUMER , I conclude T MOBILE a network of money grabbing dim wits , and in my opinion a third party needs to get and challenge them fast . I would advise anyone considering switching to T Mobile or taking a contract phone out with them , trust me forget it unless you want to be ripped off , conned and treated like an idiot , honestly , do not bother .

[aquafortis]

I used to work for t-mobile, and had a lot of customers with billing problems but it's not unique to just them, just other networks have the ability to handle complaints properly. A lot has to do with outsourced call centres where the advisor has had very little training but is expected to handle call after call without a problem. You mention calls charged outside of your flext allowance, if you have used 0800 or 0845 or 09 prefix numbers these will not be included in your allowance nor will international calls. Another factor is have you been abroad and used the phone if so calls made/received will again not be taken from your flext allowance. I no longer work for this company anymore but i am sure there will be an advisor who knows what they're talking about and will try their best to resolve your queries. Good luck :)

[LIZDANIELS]

I hate to say it to the ex T -Mobile employee and thanks for replying its always useful when somebody knows an insider of the underhanded things that really go on in T Mobile offices and your advice is the common ''dont worry it happens often'' when the fundemental issue is that it shouldn't , yes T-mobile UK LTD is not unique in being frankly a disorganised business and because it is down to a more structured training aspect of their staff then its about high time they hold thier hands up and say we ''we need to get rid of the bad apples and recruit more competent people , a little bit of of eye opening at interview stage wouldnt go a miss''. But your post has just made a complete mockery of my message , there is absolutely no excuse for a company misrepresenting , and in addition to this , why should WE who are maintaining that business financially have to plough through so MANY inefficient people to settle a MINOR query and suffer the result of ignorance beacuse those induviduals are too ill-equipped of company knowledge , service and product training to make these ammends we require ? ? ? ?

To cut a long story short regarding this 'so called flexible plan' in T Mobile's version ( that is ) , the trouble was I never used 0800 0901 0843 and 100% positive never telephoned any international numbers , what I did do 3 months into the contract and was the only real expense I had undertaken was receive 8 chargable texts from a ringtone advertisment on SKY TV and then I stopped it after the last text . I've downlaoded 2 videos in month four and mainly text or called (only briefly ) other mobile networks and always seemed to have a lot off flext allowance left as T Mobile sent me regular text alerts that I did not request but I presume were free of charge therefore informing me of what remaining credit I had not used .

I rang 150 and spoke to a rep who admitted the mistake in one months billing but I know its been more , then 6 weeks later or so I spoke to someone who rang me chasing a different payment one which I do not agree with , when I said ive been ''mucked about im sick of dealing with you and I shall be needing a portibility code soon to go elsewhere , the scottish accented burke cut me off . Even though quite recently I've found their communication leaving a lot to be desired and do not agree with the latest itemised bill in mid October yet again , and of course now cancelled my direct debit , I have recently had a brief encounter with another rep who has claimed from someone else falsely , according to the notes that I wished to cancel the contract so somebody has sat there in front of the PC pressed a button and disconnected my line which has ALREADY been disabled from outgoing calls and texts for the last 2 months yet they are still wanting money out of me inbetween and NOW the phone will not ALLOW anyone to call me despite me telling them on several occasions , a bill I do not understand I will pay by the end of Novmeber once this is settled I will then with no doubt transfer , so they have broken the verbal agreement , been too impatient , passed my details to a debt recovery , and the worst of it on my part is , I have kept the same number for years , my same number is valuable and when somone has had the same number for a good deal of time it almost becomes part of your identity , I use it for business and social means , and I cannot enphasise the point enough that T Mobile need an investiagtion they are breaking all sorts of codes of practice , treating customers unfairly , taking people's hard earned money for them to provide a shocking service . What to the staff get bonuses for just attendance ?
However, inbetween time I was mailed horrendous bills which I was threatened to pay , also if I had a technical query with the phone it was always a case of ''well maybe you should go out and buy this or do this do that '' when I'm thinking you've sold me a line rental because of your lazy excuse of people's bad credit rating of £42.50 per month , the memory on my LG SHINE is lower than anybody's I know who is paying by FAR LESS it barely holds anything to start with . I already have to pay extensive rates to connect to web and walk and the searching facility is limited as far as I'm concerned also you cannot seem to view a page properly , all this and I might aswell have afforded myself a laptop on broadband , I am on an 18 month contract paying all this money and FOR WHAT ? I signed nothing because it was ordered off T Mobile website the assistance from day 1 has been really appaulling , and to top it all , ive now SEEN LG SHINES at a retail price in ARGOS catalogue stores priced at a MERE £40.00 for the handset , its all a con , and I'd say to anyone before securing a contract phone , 1. ensure you DO NOT take out with T MOBILE . 2 . If others have said they are fine , they must be incrediably lucky I personally dont know anyone who hasnt found them hard work plus always be prepared for what they can and do throw at you . 3 . dont just look at reviews and blogs , dig deeper , before you decide , it has been just sheer regret for me .

Ive a good mind of plastering the company's profile and reviews all over the internet or getting my sister who works at REAL RADIO in Leeds to host a discussion and exploit T Mobile as being the worst mobile provider in the industry . They so do need all the lovely pink title they have beacuse nothing else appears to stand out to highlight what they are underneath .

[aquafortis]

Why do youi think i left, lack of support from managers, no training when promised, commission incorrect due to head office staff not knowing how commission was even structured oh i could go on about the company and how it fails it's good members of staff who leave for a better network. Why do you think t-mobile is the worst provider cause simply it does not repect anyone customers or staff, my rant over :)

[[1]Player]

The thing that i don't like about these public forums is that when people post negative things about a company, we only ever get their point of view. It can be very subjective. Nobody will ask you for your information to look into your claims, if they did you should never give it, and even if they got it, it would be against policy and possibly the law for them to have a look.

So we're left with some extremely long negative looking posts that can never be defended.

In T-Mobiles defence the few cases that I get to see from an operational perspective are usually from customer error, or freak code errors that result in individual customers experiencing genuinely random issues.

Also, most of the customer base provide very positive feedback for what you describe as "confusing inaccurate paper bills".

[marlin026]

Player;350307']The thing that i don't like about these public forums is that when people post negative things about a company, we only ever get their point of view. It can be very subjective. Nobody will ask you for your information to look into your claims, if they did you should never give it, and even if they got it, it would be against policy and possibly the law for them to have a look.

So we're left with some extremely long negative looking posts that can never be defended.

In T-Mobiles defence the few cases that I get to see from an operational perspective are usually from customer error, or freak code errors that result in individual customers experiencing genuinely random issues.

Also, most of the customer base provide very positive feedback for what you describe as "confusing inaccurate paper bills".

I agree, furthermore I think the person who wrote the post in my opinion seems unreasonable and not willing to help herself. The only reason T Mobile send debt collectors is if you DEFAULT ON YOUR ACCOUNT!!!!! She could have paid the bills and taken the matter up at a later date but oh no that would be too easy! So now for the sake of a few £££ she has a bad credit rating and high blood pressure! lol!;)

[pctech]

Methinks she should stick to PAYG like me so that no company has direct access to your bank account but even so, for goodness sake GET A LIFE

What a sad case, she sounds like one of those Apple Mac die hards I seem to get 10 to 15 calls a day from in my day job who are upset when I tell them the software I support is Windows only and then they start screaming hysterically down the phone at me.

I bet she screamed at the poor t-mobile bods who have probably been trying to help her (sure there's a few bad apples everywhere but they cant be all bad)

staying calm and reasoning with people is always the way to go about it rather than screaming like a banshee.

Go have a stiff drink, I think you need one.

pctech

[snu]

I have had far fewer billing problems with T-Mobile than any other MNO, and when they make a mistake they almost always correct it in a timely manner when I point it out to them. Things like the charge to account bar, easy access to reasonably up to date allowance information, etc - they're lightyears ahead of people like O2. :P

[lawbunny]

Lizdaniels,

Whilst I am sure that you no doubt believe you have a genuine grievance with T-Mobile over your bills, I'm willing to bet that when you called them you immediately went on a rant like your posting above? And I'll bet YOU told the CSAs what was wrong, instead of letting them explain the bill to you? I have to admit, if you spoke to me like that I probably would end up having to give you a warning that I would release the call, then actually release it.

That being said, if you are incurring a lot of extra charges despite having plenty flext allowance left, then you should be able to see a list of all the calls/items which you have been charged for on your bill. Going on what you've said, I would have a sneaky suspicion that although you tried to end these ringtone ads I would hazard a guess that you are probably still subscribed to the service, as these third party companies are notorious for ignoring your "STOP" requests.

As for your phone being cut off: if you have cancelled your direct debit and are refusing to pay then yeah, you would have been suspended. And eventually your account would get cancelled. The network are not going to provide service to a customer who is refusing to pay.

I will admit that some CSAs are terrible at their job - I clean up at the back of them all the time. But I have to say, if you have called in as many times as you say, and are still not getting anywhere, then either there is no mistake on your bills, or you are being so abrupt with CSAs that they are unable to help you.

[AndyC9]

You people are unbelievable! Is this not the "T-Mobile Complaints Log"? LizDaniels posted a complaint as is the purpose of the log. Yet you feel justified in criticizing her. Are you employed by T-Mobile by any chance? Seems likely. That is very sad. It certainly illustrates the poor level of T-Mobile CS that they need to monitor a complaint board. Shame on you!

BTW- when someone is trying to steal your money some people do actually become frustrated.

[mjones84]

I don't work in customer services any more, but often have to deal with "billing problems" in my current role, and certainly did in my last.

From time to time, there are genuine billing errors (I've not had a correct bill from my water board for 4 years, because they just estimate them and expect me to pay). With mobile companies, errors can be down to data transfer through a particular switch site, or incorrect charges being presented by other networks.

When an issue is identified, it's cascaded to both frontline and other support teams, and given the opportunity to, a CSA will check these against charges on a bill to see if they related (ie GPRS charges when sending MMS). If there is a mass problem, there will be a mass recalculation on the next bill run, which will usually resolve the overcharging.

Where frontline staff can't identify a problem, they'll often request a billing specialist to look over it, or pass it to technical support if the charges relate to things like roaming or data services, where they have the ability to see things frontline can't. It might then need to be escalated again to look deeper into the problem. That takes time, but any CSA or tech support advisor looking to hit their targets will be doing everything they can to get it sorted for you.

It's almost impossible any errors to be fixed immediately, and many CSAs don't appreciate being lambasted for technical errors they have no control over, and I feel would be less inclined to do everything they can to get the problem resolved. There are some that will chase it as far as they can, and liaise with other departments until they have a resolution, so they can go back to the customer with that, some might just note the account and leave it at that.

The billing system T-Mobile have is a good one. CSAs have access to charges almost immediately, which can help, and the charges can also be picked up quickly on the IVR and My T-Mobile now. The bills are clear, are available online in a downloadable format, and are based on customer feedback as to how they want their bill to appear. T-Mobile are driving to eliminate anything "hidden". A full breakdown of charges is available for anyone to look at for their plan, and where specifics can't be given in relation to 3rd party services, estimates are at least given, and they will support in trying to get a service stopped, by at least providing the details of the company supplying the service.

It's difficult to comment directly on LizDaniels problem since no specifics were provided as to what the overcharging related to, although it clearly suggests something like data, outside of the Flext allowance like 3rd party services.

If you don't go about your complaint in an appropriate manner, you can never hope to have is resolved the way you'd like.

Responding to former colleagues' concerns about training. Anything I need training on is available to me via resource systems, team managers and the training and development department. My TM only knows what training I need if I tell him specifically, or if anything is flagged up during call monitoring. That said, most CSAs have email and internet access and can get their hands on what they need most of the time. It's a matter of how much they want to continue to learn and develop once they're out of training.

[cragan]

I agree lizdaniels...get off your high horse you clearly cannot be bothered to help yourself. I work for T-Mobile and am offended at your perception. I myself always try my very best for every customer I speak to and if I don't klnow the answer I allways try to find out and call the customer back. I appreciate that not every advisor is like this but if I was you I would keep calling until I got the very best anwer. I know this is not ideal but if I HAD A PROBLEM I WOULD DO MY VERY BEST TO GET IT SORTED.

LMAO telling a multi million pound coorporation 'I'll pay you in November when you explain to me why I owe you'. Get real lizdaniels, T-Mobile will destroy your credit and you will still have to pay them. So not only will you have to pay your money to the debt collection agency, you are still liable for the rest of the contract, you wont be able to get a mortgage or a store card from bloody New Look, other networks will reject yolu based upon your credit, and the best yet is when you realise that you are going to have to stay with T-Mobile, they'll tell you you can't have a phone because your credit is too bad. LOL isn't that funny?! Oh well at least you have your self repect and dignity in check. Oh yeah...Merry Christmas!!!

[lawbunny]

You people are unbelievable! Is this not the "T-Mobile Complaints Log"? LizDaniels posted a complaint as is the purpose of the log. Yet you feel justified in criticizing her. Are you employed by T-Mobile by any chance? Seems likely. That is very sad. It certainly illustrates the poor level of T-Mobile CS that they need to monitor a complaint board. Shame on you!

BTW- when someone is trying to steal your money some people do actually become frustrated.

I think it was clearly implied from my post that I do work for T-Mobile. However, I am not registered on this forum to monitor it on T-Mobile's behalf - I visit this forum (and others) in my own free time to assist people with all mobile network queries.

Yes, LizDaniels did post her complaint on this forum - however, the purpose of posting here is to seek advice, not just for customers to band together and rant to each other. I answered LizDaniel's posts with polite advise. If you will notice I did suggest that the charges were probably as a result of the texts which she has been recieving, and suggested that if she were to speak to CSAs politely then they may be more inclined to assist her with her account. Surely this is advice? Or is it only advise in your opinion if I am giving the answer YOU are looking for, rather than the correct info?

The purpose of this forum is for customers to post their complaints in the hope of getting some assistance. However, I (and most other posters) are not interested in helping people who are making no effort to help themselves.

[sonicvespa]

dear liz i work for t-mobile cust service based in greenock if you wish a breakdown of your bill and the best possible solution to your problem call cust service if you have to do it from your land line then ask the advisor to call you back to save you money tell them you need to clarify in your own mind where your going wrong with the bill if they refuse hold the line and speak to the team manager who will be only to happy to have a look through your account and call you back on a suitable number with a full explanation and possibly sound advice to keep you right am sorry for whats happend to you liz ,but trust me i've been doing this for 6 years to escalate to a team manager i'm pretty sure we'll get you sorted .

[smartimpulse]

I don't wish to appear foolish, but has anyone looked at the date of the original post, as it would seem to be a little old? I agree though, sometimes the simple answer is to write an official complaint, because the accounts can and do mess up and the cs only have their screen to go on!

[MackieX]

yeah it's an old post from last year but I think the problem here is that LIZDANIELS didn't get it sorted initially and was obviously frustrated because of that. If they came on aggressive towards a customer service advisor then chances are they won't go to the lengths they could. That's all part of being a good CSA as you need to ignore the aggressiveness and deal with the problem regardless. It's all down to people skills as I've had people f'in this and f'in that at me, along with "you are the xth person I've spoken too" so you can't help. Most times I can calm them down and resolve their issue but if not at least follow it up until resolution to save the hassle of them calling back to explain it all again. I can see from a few replies that is what other CSA's would be like. Problem is that every company has CSA's that don't know what to do, make mistakes or simply don't want to find out and want the awkward customer off the call asap

Lizdaniels,

Whilst I am sure that you no doubt believe you have a genuine grievance with T-Mobile over your bills, I'm willing to bet that when you called them you immediately went on a rant like your posting above? And I'll bet YOU told the CSAs what was wrong, instead of letting them explain the bill to you? I have to admit, if you spoke to me like that I probably would end up having to give you a warning that I would release the call, then actually release it.

I don't see any problem with the rant as there's obviously been some sort of issue that needs more than a basic 60 seconds check. I certainly wouldn't release the call if someone was ranting like the above. It's sometimes good to let the customer have the rant initially. The people skill is to then let them understand you are going to help them as long as they help you even though they've probably heard it before. Here's an analogy for people, imagine someone who works in the RSPCA have to go to a household to rescue an aggressive dog. They wouldn't expect a dog that had been badly treated to simply come up and lick their face because they were going to help :D

Lizdaniels.
I will admit that some CSAs are terrible at their job - I clean up at the back of them all the time. But I have to say, if you have called in as many times as you say, and are still not getting anywhere, then either there is no mistake on your bills, or you are being so abrupt with CSAs that they are unable to help you.

not always the case, It's far too long a story to tell but only 1 CSA, from around 12 I spoke to over a period of 8 months, actually called me back as promised when it was finally resolved. I've been with then since 2002 and this was just beyond a joke and in the end I think I was just humouring myself at the poo

I rang T-Mobile as my N95 started playing up and going off. The first time I call I get told by front line CS I'd get my silver bag in a few days and to simply return the phone in it. Four weeks later still no bag so I called up again and surprise surprise no bag had been ordered on my notes. This time I got transferred through to REDE who then said they'd send a bag out but they also sent me a text with my reference number. I got the bag but then I stupidly misplaced it so again I rang up and spoke with front line (passed the privacy thing) who then transferred me to Loyalty not REDE so they transferred me to REDE instead after having a laugh about it. REDE then asked me the privacy thing again and I also had to explain what was up with the phone yet again so I guess he couldn't be bothered to read the notes. Finally he said I'd be getting a bag sent out but no mention of time scale or the text message reference number. I asked about it and his words were "oh! you want one of them?". Not sure what the policy is with the refrence number but I told him yeah I got one last time

If I compare the 3 advisors I'd spoke to about getting a bag it just shows the difference of service you can get

the 1st CS on first phone call is to blame for the initial mistake. I appreciate they tried to skip a step by not transferring to REDE but they didn't do the job properly seeing as it's not their job role so really should have transferred me
the 2nd who was REDE was the one I'd like to get al the time as they knew their stuff and knew exactly how to relate with me seeing as I told them I work in technical support myself
the 3rd who was REDE seemed like he couldn't care less even though I told him I'd done all the diagnostics previously such as factory resets, software updates

I finally sent my phone of on Monday and got it back Saturday but missed the postman so need to collect it from the post office. I'm not sure if it's fixed but that's one quick turnaround regardless :cool:

I don't work in customer services any more, but often have to deal with "billing problems" in my current role, and certainly did in my last.

From time to time, there are genuine billing errors (I've not had a correct bill from my water board for 4 years, because they just estimate them and expect me to pay).

but why shouldn't they? From what I've seen of estmiated bills they ask you to check your estimated bill and if it's incorrect then they ask you to notify them. Problem here is most people don't bother to check and just pay the estimated bill if it seems reasonable. My mother got a nice refund of around £200 with her Gas/Electricity. She's been paying estimated bills (thanks to an ancient incorrect reading from the meter reader) and her not bothering to check. Funnily enough it was with EDF who I worked for at the time. I called them up and gave them the correct reading after explaining what happened and also got her to read her own meter. This means it shouldn't really happen again and she got money off the bill for supplying the reading.

Sometimes it works to their benefit as they've been over estimated and then get a credit as my mother did. Most times it's the companies fault when the customer owes money because of being under estimated but the customer hasn't bothered to check for numerous bills and was never in when the meter reader called and left the reading card for the customer to fill out :D

When an issue is identified, it's cascaded to both frontline and other support teams, and given the opportunity to, a CSA will check these against charges on a bill to see if they related (ie GPRS charges when sending MMS). If there is a mass problem, there will be a mass recalculation on the next bill run, which will usually resolve the overcharging.

Where frontline staff can't identify a problem, they'll often request a billing specialist to look over it, or pass it to technical support if the charges relate to things like roaming or data services, where they have the ability to see things frontline can't. It might then need to be escalated again to look deeper into the problem. That takes time, but any CSA or tech support advisor looking to hit their targets will be doing everything they can to get it sorted for you.

It's almost impossible any errors to be fixed immediately, and many CSAs don't appreciate being lambasted for technical errors they have no control over, and I feel would be less inclined to do everything they can to get the problem resolved. There are some that will chase it as far as they can, and liaise with other departments until they have a resolution, so they can go back to the customer with that, some might just note the account and leave it at that.

sometimes CS miss problems they should already be aware of which just escalates the problem when they either give the customer wrong info of transfer the call incorrectly. My mate was being charged for MMS as he got a bigger than expected bill with data usage but was told it was a known issue and would be resolved on next months bill. Problem was that he wasn't told this initially but at least he got to know in the end from an other advisor who said he should have been told previously

The billing system T-Mobile have is a good one. CSAs have access to charges almost immediately, which can help, and the charges can also be picked up quickly on the IVR and My T-Mobile now. The bills are clear, are available online in a downloadable format, and are based on customer feedback as to how they want their bill to appear. T-Mobile are driving to eliminate anything "hidden". A full breakdown of charges is available for anyone to look at for their plan, and where specifics can't be given in relation to 3rd party services, estimates are at least given, and they will support in trying to get a service stopped, by at least providing the details of the company supplying the service.

it's good but not as good as it could be. One thing I still can't understand the data usage on MTM. It's impossible to see exactly what you have used without downloading it and doing a few calculations and I'd hate to use it with mobile broadband and the Fair Use Policy. You have the software but that isn't reliable enough and only states a single PC/Laptop usage. Hopefully T-Mobile will update the system so you can see your usage similar to the software


Responding to former colleagues' concerns about training. Anything I need training on is available to me via resource systems, team managers and the training and development department. My TM only knows what training I need if I tell him specifically, or if anything is flagged up during call monitoring. That said, most CSAs have email and internet access and can get their hands on what they need most of the time. It's a matter of how much they want to continue to learn and develop once they're out of training.

I couldn't agree more as you can only learn more if you are willing to after training :D. I got 8 weeks CS training with one company and it was nowhere enough but over time you learn stuff from mistakes, experience, research, advice etc. I wouldn't want to work in front line CS as there's such a diversity of calls that you can receive so ideally you need to know a little about everything. Anyone who has worked in CS will appreciate this and is probably a little more considerate when calling CS themselves and the CS doesn't know how to resolve the problem

one thing people must realise about CS is that customers normally get in touch with CS when they have a problem. When it isn't resolved they will voice it to friends/family/messageboards etc. It's very rare to get a customer to say I've had a great service from a company unless it's a response to someone saying something negative

[sonicvespa]

ive been front line csa with t-mobile for 6 years but ive also done upgrades cancelations.collectioins,services and financial i find it interesting but i must admit most times it is fixing a mistake from a previous advisor or a customer misunderstanding some kind of bundle available on accounts and how to use them as its clear as mud on the website ,as you may have noticed web dosent mention you lose discounts or unlimited text when you upgrade unless pre agreed with the loyalty advisor also dosent mention you lose you friends and relations discount if you move to certain price plans at point of upgrade or voicemail chargable on all price plans unless its discontinued

[lawbunny]

I do not agree with MackieX at all on the issue of terminating calls. Yes, I will try to calm the customer down as best I can - I understand that sometimes customers will sometimes still be upset but at least remotely civil. If a customer has been on long enough for me to ascertain what the actual problem is then I will follow through until it is resolved. However, I'm sure you will have to agree with me that there are indeed some customers who no matter how hard you try simply will not calm down and will continue to simply rant about poor service and swear at you, making it impossible to actually ascertain what on earth they are talking about. After a while the only option is to terminate the call and assist other customers. Obviously these customers are exceptionally rare, but they do exist.

[MackieX]

I do not agree with MackieX at all on the issue of terminating calls. Yes, I will try to calm the customer down as best I can - I understand that sometimes customers will sometimes still be upset but at least remotely civil. If a customer has been on long enough for me to ascertain what the actual problem is then I will follow through until it is resolved. However, I'm sure you will have to agree with me that there are indeed some customers who no matter how hard you try simply will not calm down and will continue to simply rant about poor service and swear at you, making it impossible to actually ascertain what on earth they are talking about. After a while the only option is to terminate the call and assist other customers. Obviously these customers are exceptionally rare, but they do exist.


read my comment below again lawbunny ;) you said you would have terminated the call if they had spoke to you like their posting above and I disagreed

Whilst I am sure that you no doubt believe you have a genuine grievance with T-Mobile over your bills, I'm willing to bet that when you called them you immediately went on a rant like your posting above? And I'll bet YOU told the CSAs what was wrong, instead of letting them explain the bill to you? I have to admit, if you spoke to me like that I probably would end up having to give you a warning that I would release the call, then actually release it.

I'm not saying you don't have to terminate calls, I just don't think that LIZDANIELS would be the kind that would need to be terminated and this is what I said :). This is a complaints forum so I wouldn't expect praises :D or also take comments personally. I wasn't talking about all customers as I can appreciate that some CSA's will get all sorts of comments thrown at them. I've never had a need to terminate as I know how they feel as I've been there many times myself thanks to CSA mess ups. Therefore I relate to them as best I can (normally spin them a yarn of my own as I've got plenty including T-Mobile, see p.s. below) and it normally works. Just yesterday I had one guy f'in and blinding at me as soon as he came on as I was the nth person in weeks I'd spoke to about his phone problems. Didn't even want to warn him even though he is the worst I've had in a long time, just let him rant and listened carefully picking up the bits of info about the problem. Got him to listen to me eventually and managed to resolve most of his problem. We were on the phone nearly an hour when at first he said he didn't want to spend another minute talking. I guess most of his frustration came with lack of previous CSA's not resolving his problems but sadly that's the way it works and others get left to pick up the pieces :(

I'm pretty sure you do your job as you should and more. It's also frustrating for other CSA's when the initial CSA's don't do what they should have done in the first place. Problem is that it's never going to go away as it's down to things such as training and attitude :rolleyes:

p.s. I'm a bit peeved now though as going back to my earlier comments about my silver bag issue, they've sent my N95 back saying it's had signs of 'oxidisation' even though I know it's been nowhere near water and had been faulty ages before I initially rang anyway! :( ah well gotta take it on the chin I suppose!

[sonicvespa]

i know a guy who worked for a repair centre in erskine called trs total repair solutions and he told me (right hand to god) on every handset there is a little green dot on the planer board inside and if they couldn;t be bothered to fix it they rubbed it with water therby turning it red and then they claim water damage but that was with the 3 network but i'm pretty sure it happens on a regular basis and its out of order if your a wee cust just looking to use your freetime at the same time its shocking to csa's having to adv no assistence can be provided as repair centre has claimed water damage which is unforutnately not covered in the warranty...

[MackieX]

i know a guy who worked for a repair centre in erskine called trs total repair solutions and he told me (right hand to god) on every handset there is a little green dot on the planer board inside and if they couldn;t be bothered to fix it they rubbed it with water therby turning it red and then they claim water damage but that was with the 3 network but i'm pretty sure it happens on a regular basis and its out of order if your a wee cust just looking to use your freetime at the same time its shocking to csa's having to adv no assistence can be provided as repair centre has claimed water damage which is unforutnately not covered in the warranty...

LMAO :D, the thought actually crossed my mind and now you say that ;). I'd already had the phone apart anyway putting the original cover back on. I just made the mistake of not checking the sticker!!! The so called 'oxidisation' and sticker isn't even anywhere near the circuitry or components anyway! I could probably run a tap on that part of the phone and it wouldn't affectt anything. If it had been wet in any way then surely you'd see evidence of the dry spots throughout the phone but you don't

I've got 2 other N95's and mine shows less 'oxidisation' than both of them yet the stickers are fine. I did think about taking it to an independent repair centre and get them to say if it's got so called water damage as there's certainly nothing that I can see apart from the sticker showing it!

what's funny is that it could just be a simple fix! Anyway I'm just going to sell it spares or repair as I wouldn't even use it now as there's better phones out there :)

[sonicvespa]

I Kid You Not He Worked For T-mobile For A While And A Guy In The Boozer Does The Same Thing Just Hope My W910 Works Ok Till Next June When A Can Upgrade Lol

[T-Mobile UK]

TRS is based in Inchinnin and have been investigated recently regarding issues and comments like this.

I think this sort of rumour is best left off of an internet message board without concrete evidence.