T-Mobile @ Home: Not Worth It

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.

0 thoughts on “T-Mobile @ Home: Not Worth It

  1. I do not know of any company or service that compensates you for lost time spent with customer service or troubleshooting. The contract you sign for service states explicitly that the service provider is not responsible for any monetary damages related to the service beyond the cost of the service during the time it was unavailable — and that the service loss will only be credited in-kind (i.e., if it was down for two days, you may get two days’ credit towards future service). Occasionally, if there has been a lot of difficulty entailed, customer service managers (third or higher level up from your initial point of contact) may be empowered to offer up to one month additional service credit.One question: did the T-mobile at home contract have a trial period during which you could avoid termination charges? If so, and if you cancelled within the trial period, you might be able to argue for not having to pay the termination charges. (Usually this is handled as a refund after the router has been returned to the service provider and thoroughly checked out.)Do remember to thoroughly check your transactions on the credit card used for that service and reconcile them scrupulously. I have had too many customers complain about subscriptions that were not properly cancelled, even though they were assured that the cancellation had gone through.

  2. Signing a “contract” for run of the mill utility type service is a complete scam to start with. It just says “we plan on screwing you, so we need to get something in writing to hold over your head to keep you on as a customer”.Just like cable television, the phone companies days of being bullies with poor service are numbered. With Google pushing hard to provide free long range wifi to as much of the country as possible, eventually the market will be flooded with content and service providers and consumers can get back to enjoying the competitive benefits of the free market again.If you are one of these industries I recommend you stop trying to lobby against the tide and begin learning how to treat customers right. Eventually you will have to do so or face losing large chunks of market share.

  3. @tmana: I know it’s not a common practice to reimburse customers for lost time spent with CS… that doesn’t mean, though, that it shouldn’t be.@Terry: you are so right… If you live in Mountain View (Google’s HQ), there’s free Wi-Fi in the entire town.