T-Mobile considered itself an “uncarrier,” and I guess to some extent it still believes it's different from Verizon and AT&T. But the carrier's days of truly putting the customer first ended when former CEO John Legere left the company. T-Mobile Current and former employees I spoke to recently said things were better when the long-haired, T-shirt-and-sneaker-wearing Casual was in charge. Now the focus has shifted from the customer to the shareholder.
But as we pointed out earlier this month, there is one unit at T-Mobile that still puts customers first, and that is the company's elite customer service team, T-Force. An existing T-Mobile A subscriber recently posted his story and just when it looked like he was going to get nothing from T-Mobile, a miracle happened. And from what I've seen, miracles are T-Force's specialty.
In a long social media post that could have been a 500-page novel, T-Mobile The customer explained that he was stuck when he complained to customer service about his apparently late bill. His service was suspended and he offered to pay $60 from his debit card or write a check for $236 from his new checking account, both of which were declined. T-MobileHe demanded a minimum payment of $138 to restore his service, which was immediately necessary for his job.
The next morning, he got up early and transferred money to the debit card as required by T-Mobile. He was about to go online and make the payment, but was shocked and stunned to find that he no longer had an account. T-Mobile account. It was almost as if he had never been a T-Mobile Customer. The now former T-Mobile The customer calls phone support and they now demand $298 to get his account working again; the minimum amount was no longer enough to restore the account.
The last T-Mobile The agent he spoke to left everything where it was. And this is where T-Force stepped in. The frustrated ex-customer wasn't actually looking for help from T-Force, as he didn't know what it was. Instead, he just went to “X” to post a rant. Out of the blue, he received a message from T-Force asking if he needed help. In the message, T-Force apologized for the way the customer had been treated and asked for more information, which was sent in the form of another rant.
The next message he received was from T-Mobile was a text message from T-Force stating that not only was his account restored and in good standing, but that old late fees and charges had been waived retroactively, leaving him with a zero balance. The message was signed by Johnathan Hemphill, who describes himself as an “elite expert” on T-Mobile on LinkedIn.
So yes, T-Mobile has his T-Force who do their best to help T-Mobile customers. To reach them at “X,” send a direct message (DM) to @TMobileHelp. Or you can reach T-Force on Facebook by tapping this link. The URL is www.facebook.com/TMobile.
