There's a reason that T-Mobile is so goddamn cheap...

[NikPreviousAcct]

Originally posted by: Childs
Perhaps you forgot to realize that the CS reps and managers are people too, and when you ask for managers and try to tell them their job they'll get pissed. You did use the minutes, and it was you looking for a favor, so perhaps you should have acted like it, instead of acting like they owed you something? I've never had a problem really getting my phone bill reduced (long distance relationship/$1000+ phone bills). Just be polite, act surprised at the bill and the rate. Sometimes you call strong arm your way through a situation, but that should be a last resort.

What everyone seems to be assuming is that I actually used 800 minutes. I was polite and professional up until calling the manager an asshole and her hanging up on me. Regardless of the way the customer treats you, you still have a job to do. Just because you're insulted doesn't mean that the customer deserves less. Christ I had to re-learn that one every single day. I hate customers.

 

[Yossarian]

Originally posted by: FFMCobalt
What everyone seems to be assuming is that I actually used 800 minutes. I was polite and professional up until calling the manager an asshole and her hanging up on me. Regardless of the way the customer treats you, you still have a job to do. Just because you're insulted doesn't mean that the customer deserves less. Christ I had to re-learn that one every single day. I hate customers.

for some reason your writing "I used them, fine" is leading people to this insane conclusion!!!

btw, maybe they changed the policy after they canned your sorry ass.

 

[NikPreviousAcct]

Originally posted by: SampSon
You're an ex-employee that's mad because he cannot exploit the system he once knew. I'm not sure if you expect sympathy or not.

So you have used the minutes or not?
You said that if you did, then fnie you would take responsibility.

What will it take for you to accept it? Do they need to go into the system under some adminstrative log and pull up all the router logs for your specific cell?

I have ZERO problem taking responsibility for the calls I made. However, I am still in the process of working through these sh|tty logs. It's a huge pain in the ass

It is common practice to pull up "administrative logs" for each specific cell phone to see what they used. Call customer care. Ask for them to read you the time, date, number and city called, and duration of every call over the past three months (that's how far their system keeps that much detail) and they're required to do so.

 

[Childs]

Originally posted by: FFMCobalt
I was polite and professional up until calling the manager an asshole and her hanging up on me.

ROFL

 

[fs5]

Originally posted by: FFMCobalt

Originally posted by: Childs
Perhaps you forgot to realize that the CS reps and managers are people too, and when you ask for managers and try to tell them their job they'll get pissed. You did use the minutes, and it was you looking for a favor, so perhaps you should have acted like it, instead of acting like they owed you something? I've never had a problem really getting my phone bill reduced (long distance relationship/$1000+ phone bills). Just be polite, act surprised at the bill and the rate. Sometimes you call strong arm your way through a situation, but that should be a last resort.

What everyone seems to be assuming is that I actually used 800 minutes. I was polite and professional up until calling the manager an asshole and her hanging up on me. Regardless of the way the customer treats you, you still have a job to do. Just because you're insulted doesn't mean that the customer deserves less. Christ I had to re-learn that one every single day. I hate customers.

you stated that you used 800 minutes, you backed it up with accepting you did. If you didn't want us to believe that you used 800 minutes then why did you try to give reasons why you think you did in the first place?

Why did you call customer service asking for the bill to be dropped? You should've called them saying that you never used these minutes if you believe you didn't.

 

[NikPreviousAcct]

Originally posted by: Yossarian

Originally posted by: FFMCobalt
What everyone seems to be assuming is that I actually used 800 minutes. I was polite and professional up until calling the manager an asshole and her hanging up on me. Regardless of the way the customer treats you, you still have a job to do. Just because you're insulted doesn't mean that the customer deserves less. Christ I had to re-learn that one every single day. I hate customers.

for some reason your writing "I used them, fine" is leading people to this insane conclusion!!!

btw, maybe they changed the policy after they canned your sorry ass.

They didn't "can my sorry ass" either. I was fired because I was helping employees fight management. The place is an OSHA nightmare. Desks have fallen apart on three different occasions. The desks are built at angles (like honeycombs). When the desks colapsed, the computers in all three incidents fell into/onto their operator. One of them even had the chair colapse under the weight and were laying under the mess. Management, on all three occasions, refused to honor worker's comp. One employee was offered a manager's position to keep quiet and she took it. She's a hispanic female. The other two were white males (one of them 19) and they were told that if they press the issue, they'd be fired. I was helping those two with their legal options against the company and their legal options to get medical assistance paid for and time away from work to recoup (although neither one were in such bad shape to actually have to sit home). Management found out about it. I'm assuming the third, the newly-appointed manager, went to management after I asked her about it on our break.

 

[NikPreviousAcct]

Originally posted by: Childs

Originally posted by: FFMCobalt
I was polite and professional up until calling the manager an asshole and her hanging up on me.

ROFL

I know. It makes me laugh when I read it :laugh: Both of them were very polite, though! I called the manager and asshole and she replied with "Thank you for calling T-Mobile, have a nice day!" like she was having the best day of her life. I was pleasantly surprised, actually.

 

[NikPreviousAcct]

Originally posted by: fivespeed5

Originally posted by: FFMCobalt

Originally posted by: Childs
Perhaps you forgot to realize that the CS reps and managers are people too, and when you ask for managers and try to tell them their job they'll get pissed. You did use the minutes, and it was you looking for a favor, so perhaps you should have acted like it, instead of acting like they owed you something? I've never had a problem really getting my phone bill reduced (long distance relationship/$1000+ phone bills). Just be polite, act surprised at the bill and the rate. Sometimes you call strong arm your way through a situation, but that should be a last resort.

What everyone seems to be assuming is that I actually used 800 minutes. I was polite and professional up until calling the manager an asshole and her hanging up on me. Regardless of the way the customer treats you, you still have a job to do. Just because you're insulted doesn't mean that the customer deserves less. Christ I had to re-learn that one every single day. I hate customers.

you stated that you used 800 minutes, you backed it up with accepting you did. If you didn't want us to believe that you used 800 minutes then why did you try to give reasons why you think you did in the first place?

Why did you call customer service asking for the bill to be dropped? You should've called them saying that you never used these minutes if you believe you didn't.

I never accepted using 800 minutes. I accepted using more minutes than I have been using over the past few months. If it turns out that I used the entire 800 minutes that they're claiming, so be it! However, that still doesn't change the fact that they refused something to me that they're required to honor and do so hundreds of times across every t-mobile call centers per day. I guess that's what really pisses me off. I also never asked for the bill to be dropped. I asked for HALF of the OVERAGE. $200 isn't going to make or break T-mobile. However, $200 WILL break me!

As soon as I finish going through the logs, I'll be able to call them back with a list of calls that I was mistakenly charged for (if any) that they can research and verify before giving me credit. However, if I find that I did in fact use everything that they're saying I did, I'll buck up and pay the entire bill -bitterly. Why do other customers deserve/get treatement when I don't? Seriously. How can T-Mobile sit there and give some guy who's paid $700 over the course of 12 months and had $300 in credits during those 12 months get his overages hacked in half over and over when I don't get JACK CRAP? It's a system that I don't like and that doesn't work. That's why I'm switching companies. I realize that no company isn't flawed, but this is ridiculous.

 

[xchangx]

Wow... Well, here's a conversation I had with them a few weeks ago.

Me: Hey, I just had surgery and a lot of family have been calling me and I noticed that I was 80 over. Is there anything we can work out to reduce that?

CS: yeah, let me change your plan and back track that to the beginning of your billing cycle. That'll keep you from being charged too much.

Me: Thanks a lot!

CS: No problem.


I guess it depends on how you say it, but you definately didn't say it right

 

[NikPreviousAcct]

Originally posted by: xchangx
Wow... Well, here's a conversation I had with them a few weeks ago.

Me: Hey, I just had surgery and a lot of family have been calling me and I noticed that I was 80 over. Is there anything we can work out to reduce that?

CS: yeah, let me change your plan and back track that to the beginning of your billing cycle. That'll keep you from being charged too much.

Me: Thanks a lot!

CS: No problem.


I guess it depends on how you say it, but you definately didn't say it right

Yup. That's called a re-rate. And it's a BITCH to do. THAT is how it's supposed to go, folks!

BTW, surgery for what?

 

[fs5]

Originally posted by: FFMCobalt
I never accepted using 800 minutes. I accepted using more minutes than I have been using over the past few months. If it turns out that I used the entire 800 minutes that they're claiming, so be it! However, that still doesn't change the fact that they refused something to me that they're required to honor and do so hundreds of times across every t-mobile call centers per day. I guess that's what really pisses me off. I also never asked for the bill to be dropped. I asked for HALF of the OVERAGE. $200 isn't going to make or break T-mobile. However, $200 WILL break me!

As soon as I finish going through the logs, I'll be able to call them back with a list of calls that I was mistakenly charged for (if any) that they can research and verify before giving me credit. However, if I find that I did in fact use everything that they're saying I did, I'll buck up and pay the entire bill -bitterly. Why do other customers deserve/get treatement when I don't? Seriously. How can T-Mobile sit there and give some guy who's paid $700 over the course of 12 months and had $300 in credits during those 12 months get his overages hacked in half over and over when I don't get JACK CRAP? It's a system that I don't like and that doesn't work. That's why I'm switching companies. I realize that no company isn't flawed, but this is ridiculous.

So you're telling me that for every customer that calls in with a huge bill and complains they're REQUIRED to give them compensation? And this is EVEN though the customer signed a CONTRACT when they receive the phone to pay and overage charges?

Even if it's company "policy" I don't see how you can just call in and assume you'll get the same treatment as every other customer. That's like saying cops aren't supposed to pull you over for going 1 mph over the speed limit.

 

[NikPreviousAcct]

Originally posted by: fivespeed5

Originally posted by: FFMCobalt
I never accepted using 800 minutes. I accepted using more minutes than I have been using over the past few months. If it turns out that I used the entire 800 minutes that they're claiming, so be it! However, that still doesn't change the fact that they refused something to me that they're required to honor and do so hundreds of times across every t-mobile call centers per day. I guess that's what really pisses me off. I also never asked for the bill to be dropped. I asked for HALF of the OVERAGE. $200 isn't going to make or break T-mobile. However, $200 WILL break me!

As soon as I finish going through the logs, I'll be able to call them back with a list of calls that I was mistakenly charged for (if any) that they can research and verify before giving me credit. However, if I find that I did in fact use everything that they're saying I did, I'll buck up and pay the entire bill -bitterly. Why do other customers deserve/get treatement when I don't? Seriously. How can T-Mobile sit there and give some guy who's paid $700 over the course of 12 months and had $300 in credits during those 12 months get his overages hacked in half over and over when I don't get JACK CRAP? It's a system that I don't like and that doesn't work. That's why I'm switching companies. I realize that no company isn't flawed, but this is ridiculous.

So you're telling me that for every customer that calls in with a huge bill and complains they're REQUIRED to give them compensation? And this is EVEN though the customer signed a CONTRACT when they receive the phone to pay and overage charges?

Even if it's company "policy" I don't see how you can just call in and assume you'll get the same treatment as every other customer. That's like saying cops aren't supposed to pull you over for going 1 mph over the speed limit.

Customers that require compensation are given a few options, depending on the situation. If they refuse those options, they're given the next "step" of options, according to the situation, and so on. There's a huge table in an online intranet reference that every tech has access to that gives them exactly what to offer in what situations, what things to offer of those are refused, etc. If a tech does not follow that table or trail of options, they are to be reprimanded by Quality (if that particular call is caught) and eventually terminated for not following company policy. It happens all the time.

 

[VTEC01EX]

So if I go 2K miles over my lease for my car, I should complain until I only have to pay for 1K miles of overage?

Here's the bottom line: Forget what you know from the inside. You're on the outside now. Your CONTRACT is the only thing you, as the outsider, have to go by. Your contract says that you are given a designated amount of minutes per month, and if you go over, it lists the amount per minute you have to pay. That's it, no more and no less. It really is that simple. This "courtesy" policy sounds like something that T-Mo would have in their manual for extreme circumstances for big customers - like businesses, not one guy spending a few hundred bucks a year. You also don't know if that policy is even still in effect. Why? Because you're an OUTSIDER. If you know they're such a shady company, why be their customer? Verizon has helped me out on my bill several times without even a reason - I've been a relatively happy customer the whole time. Of course, I also pay my over-use charges and I don't call their CSRs assholes.

 

[ucdbiendog]

Originally posted by: FFMCobalt

Originally posted by: Anubis
how the helld dod you use 800 minutes? you must talk on your phone way to much

i have 300 anytime and free nite and weekends and i havent used 200 minutes total anytime+free ever

Just because their system says that I used 800 doesn't mean that I actually did. I almost have nightmares about having to sit and drudge through Samson's logs (the main proggy they use) to find out why customers are getting double/miss billed. The biggest credit I ever gave was something like $21,000 to a small company for charging them minutes on calls on the weekend, at night, and for mob-2-mob when they were supposed to get all of it free.

Computers make mistakes, folks. I'm surprised that nobody's realized that considering where I'm posting.

no, computers dont make mistakes. they do exactly what the operator/program tells it to do. blame programmers and tech people, not the computer.

 

[NikPreviousAcct]

Originally posted by: VTEC01EX
So if I go 2K miles over my lease for my car, I should complain until I only have to pay for 1K miles of overage?

Here's the bottom line: Forget what you know from the inside. You're on the outside now. Your CONTRACT is the only thing you, as the outsider, have to go by. Your contract says that you are given a designated amount of minutes per month, and if you go over, it lists the amount per minute you have to pay. That's it, no more and no less. It really is that simple. This "courtesy" policy sounds like something that T-Mo would have in their manual for extreme circumstances for big customers - like businesses, not one guy spending a few hundred bucks a year. You also don't know if that policy is even still in effect. Why? Because you're an OUTSIDER. If you know they're such a shady company, why be their customer? Verizon has helped me out on my bill several times without even a reason - I've been a relatively happy customer the whole time. Of course, I also pay my over-use charges and I don't call their CSRs assholes.

That policy is a policy that I got calls on every single hour of every single day of my time there. It's open to everyone. Why in the hell would they change it NOW after having the same policy for years? :roll: That's just stupid. So what you're saying is that customers should just sit there and take it up the ass when there is another possible solution? Hell no! I asked for the option that I extended litterally thousands and thousands of times and heard lectures in meetings by the heads of quality babbling on about keeping the customer happy and offering these things so that the customer doesn't get pissed and leave. These are things that are enacted CONSTANTLY. I don't see why I, as a customer, should be any different than the way that management required me to treat my customers.

 

[theNEOone]

hey buddy, let's think this out rationally...you want $200 back, and claim that having spent $2000 warrants this kind of request. so, you want 10% back. use your head, and please tell me what industries operate on a 10% profit margin? it's definitely not the telecommunications industry. in fact, tmobile's financials indicate a profit margin that's less than 4%. so they should go ahead and lose money on you, huh? financials

oh, and considering that tmobile had a net less of several hundred million last year, i doubt your situation can even compare.


=|

 

[NikPreviousAcct]

Originally posted by: theNEOone
hey buddy, let's think this out rationally...you want $200 back, and claim that having spent $2000 warrants this kind of request. so, you want 10% back. use your head, and please tell me what industries operate on a 10% profit margin? it's definitely not the telecommunications industry. in fact, tmobile's financials indicate a profit margin that's less than 4%. so they should go ahead and lose money on you, huh? financials

oh, and considering that tmobile had a net less of several hundred million last year, i doubt your situation can even compare.


=|

When you sign up with t-mobile, t-mobile is spending right around $400 to get you a phone and service. One of the ways that t-mobile calculates available credits that should be offered to customers is by taking how much they've spent, how many times they've missed payments or had account suspensions, subtracting the ~$400, and subtracting how much they have already received in credits. It's complicated, but it makes sense. They "lose money" on customers every day, then turn around and tell me that they're willing to take a complete negative gain on some poor bastard's account who spends next-to-nothing per year but they're not willing to show me that they care that I'm spending so much money with them by helping me out -all while still maintaining a profit with my account? I am thinking about this rationally. It doesn't make sense for them not to help me out considering that I'm not one of their regulars that calls every month complaining about why their bill is so high while simultaneously never paying their bill.

Puhleeeeeeease.

 

[dabuddha]

So you're crying because they wouldn't give you a free handout when you screwed up? :roll:

 

[NikPreviousAcct]

Originally posted by: dabuddha
So you're crying because they wouldn't give you a free handout when you screwed up? :roll:

I'm "crying" because I'm not getting what they're required to offer -something that is going to break my back. Something that they openly and easily give out to too-many people in far more ridiculous situations than this every day.

 

[dabuddha]

Originally posted by: FFMCobalt

Originally posted by: dabuddha
So you're crying because they wouldn't give you a free handout when you screwed up? :roll:

I'm "crying" because I'm not getting what they're required to offer -something that is going to break my back. Something that they openly and easily give out to too-many people in far more ridiculous situations than this every day.

Actually they are not required to offer free money to customers. They have the option to offer but it's not required. And yes before you go off again, I do know this to be a fact.

 

[NikPreviousAcct]

Originally posted by: dabuddha

Originally posted by: FFMCobalt

Originally posted by: dabuddha
So you're crying because they wouldn't give you a free handout when you screwed up? :roll:

I'm "crying" because I'm not getting what they're required to offer -something that is going to break my back. Something that they openly and easily give out to too-many people in far more ridiculous situations than this every day.

Actually they are not required to offer free money to customers. They can offer but it's not required.

Oh, right. I forgot. You can refuse to offer customers that and get written up enough times to get fired for it! I guess I didn't realize that techs really do have a choice.