After a whole month of not having T-Mobile @ Home service and going back through layers and layers of customer service and technical support, THEY FINALLY got the service to work again. Once I was done with speaking with the highest layer of Tech support, I asked her what would they do to compensate the month that I had no service for and the time I spent on the phone with them. She said Customer Service would have to help me with it, so I called them.
I spoke with a rep and then with a supervisor, after it became obvious that the best she would be able to do is give me a whopping $10 credit (one month of no service) in my case. I spoke with the supervisor and he clearly said “we do not credit you for your time.”
That is completely unacceptable: I have spent more than 8 hours in the course of the past month, on hold and troubleshooting their service. This was time that I was not productive and time that I would have not had to spend doing this if their service had worked so it is disappointing that they are missing this… and sticking to a policy that clearly disrespects customers and disregards that negative impact they can have on customers’ lives when they don’t deliver.
I ended up canceling the service and biting the $200 early cancellation fee: I would have paid more than that between now and the end of the contract. And the supervisor didn’t seem concerned about losing a customer, when he could have easily retained me by at least asking what did I want as credit. I would have probably settled for $40-$50.
One thing I know for sure: I will think twice to extend the rest of my contract for our cell phones when they come to an end.
And if you ask me about T-Mobile @ Home, it’s not worth your time as cheap as $10 for home phone service may sound. If you don’t believe me, read the experience of other people here.