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Cellular Phone Forum / General / General Topics / June 2004Help!! What's T-Mobile trying to do to me??
Someone tell me if I'm not being fair about this, because I feel T-Mobile has no right to pressure me like this. I'm a new customer.. My wife and I opened new contracts with the Detroit Regional Smartaccess 3000 plan a couple months ago. Seemed like a pretty good deal. About a month later, looking at her "My T-Mobile" page, my wife discovered a better calling plan with the cryptic name of "SmartAccess DLR 3000". So we went to a T-Mobile store and asked about it. The dealer had never heard of it so he called customer service. The CS person had never heard of it so she put us on hold to go get a supervisor. She eventually came back and said yes the plan is available to us, it is a new promotion that was only a few days old which is why noone had heard of it. Naturally, we requested the customer service person to switch our service over to the better plan. So now its about 3 weeks later and we're getting urgent phone calls and text messages from T-Mobile CS.. The text message says "Your account requires immediate attention. Please call 888-487-3783 to handle all issues. A change in service will occur if no contact made". When I called the number, I was told that somehow they made a mistake and gave us a special calling plan that is only for T-Mobile dealers. They said they had no choice but to change us back. I told them no, I do not authorize any change in the service, and she said "Oh, so you'd like to cancel your service altogether then?" We went back and forth like that for a few minutes. She just was not understanding how I expected them to make good on a rate plan they said we were eligible for and switched us over to! I finally told her to have her supervisor call me and we'd discuss it. So am I wrong to expect them to keep their promise? As far as I'm concerned, a deal's a deal! The way I see it, their CS people must not have the right training, their business system isn't sophisticated enough to prevent an incorrect change from being made, and their website doesn't display the correct rate plans. Why is this MY problem and not theirs?? > So am I wrong to expect them to keep their promise? As far as I'm > concerned, a deal's a deal! The way I see it, their CS people must > not have the right training, their business system isn't sophisticated > enough to prevent an incorrect change from being made, and their > website doesn't display the correct rate plans. Why is this MY > problem and not theirs?? If you have it in writing, dont let them talk you out of it. Just let them know you'll be contacting your state's Attorney General. >> So am I wrong to expect them to keep their promise? As far as I'm >> concerned, a deal's a deal! The way I see it, their CS people must [quoted text clipped - 6 lines] > > Just let them know you'll be contacting your state's Attorney General. Nice try... if you look at any cellular contract, just about all of them have a clause that allows cancellation without cause by the carrier. >>> So am I wrong to expect them to keep their promise? As far as I'm >>> concerned, a deal's a deal! The way I see it, their CS people must [quoted text clipped - 9 lines] >Nice try... if you look at any cellular contract, just about all of them >have a clause that allows cancellation without cause by the carrier. Sure, but if you push it, you'll find that many states have laws which invalidate this clause.  SignatureThe nice thing about standards, there is enough for everyone to have their own. > So am I wrong to expect them to keep their promise? As far as I'm > concerned, a deal's a deal! The way I see it, their CS people must > not have the right training, their business system isn't sophisticated T-Mobile's customer service has training? LOL! News to me! But then I hate canned answers and scripted calls. I can get that off a website. It is true that T-Mobile provides the most bang for the buck. If one wants their phone to work in their basemet (at least mine) it's gonna cost $20-30 more and be with Cingular or AT&T. You should go as far up as you have to go to get them to honor what they said they would. The unfortunate thing for a carrier like T-Mobile is they have many retailers as well as corporate stores selling their service and said places at times contain monkeys that will say anything to sell service... But that doesn't apply this time. If they do want you to chanhge and refuse to let you keep the plan their employee quoted, and then want you to terminate srvice, I wouldn't pay any ETF for that. > Someone tell me if I'm not being fair about this, because I feel > T-Mobile has no right to pressure me like this. I'm a new customer.. [quoted text clipped - 3 lines] > discovered a better calling plan with the cryptic name of "SmartAccess > DLR 3000". What exactly is the rate? How did you find it on the web page? > Someone tell me if I'm not being fair about this, because I feel > T-Mobile has no right to pressure me like this. [quoted text clipped - 3 lines] > handle all issues. A change in service will occur if no contact > made". Interesting. They made a mistake and put you on a dealer plan. My first instinct is to tell them "a deal is a deal" and I have it in writing. In reality T-Mobile will likely generate all kinds of time consuming paper work and communications and bug you. I'd be tempted to stick to my guns and see how it plays out. Imagine a Cellco getting the short end of a contract:-) It's also interesting they are giving you the choice to switch or your account terminated. Not exactly the kind of approach which promotes compliance. There's also the issue of some poor, underpaid CS who made a big mistake. Again, how would T-Mobile respond to some poor, overwhelmed customer who discovered they had made a mistake, 3 weeks after signing a contract and wanted to cancel? If you have the time to play, it might be interesting to see if you could win. At the least, they should throw you some kind of substantial bone, for all the trouble. Maybe there's some other option, besides the fight or termination. Keep us informed how it plays out. Get some sound advice for a plan of action, before doing anything. - David >My first instinct is to tell them "a deal is a deal" and I have it in >writing. In reality T-Mobile will likely generate all kinds of time >consuming paper work and communications and bug you. I'd be tempted to >stick to my guns and see how it plays out. Imagine a Cellco getting >the short end of a contract:-) Perhaps offer them the same termination penalties that are available to the user, should the user decide to cancel the contract 3 weeks in? SignatureQ. How many Microsoft technicians does it take to change a lightbulb? A. Three. Two to hold the ladder and one to hammer the bulb into a faucet. > > Someone tell me if I'm not being fair about this, because I feel > > T-Mobile has no right to pressure me like this. [quoted text clipped - 29 lines] > - > David I decided to play with them a little today. Where we left it yesterday, a supervisor was supposed to call me to talk about it. Rather than call me, they repeated their text message threat. So, I decided to call CS again, this time with a tape recorder going. I mean, they record the call, so why can't I? I made sure to inform the CS person that it was being recorded, of course. I should make it into a .WAV and post it as a binary.. funny stuff! Her: "Uhh.. recording?? YOU CAN'T DO THAT!!" Me: "Sure I can, T-Mobile does it so why can't I?" Her: "Well, T-Mobile is a company.. I could put my supervisor on.." Me: "Sure." (Long Pause) Her: "Sir? My supervisor told me not to give you any information and to disconnect the call.." Me: "So what happens after you disconnect" Her: "We're going to cancel your service." (click) So, we'll see what happens. The phone still works, that's all I know :) (Kevin Spears) wrote: > Her: "Sir? My supervisor told me not to give > you any information and > to disconnect the call.." > Me: "So what happens after you disconnect" > Her: "We're going to cancel your service." > (click) If *they* disconnect your service after an exchange like this, I would tend to think that it would eliminate you being responsible for an ETF fee, since they cancelled and not you. I wouldn't let them change that plan without a HUGE fight. It was their fault and you were promised this plan and they should have to honor it. Eric >Why is this MY >problem and not theirs?? It ver well could be their problem. However in this instance it loos like their problem is translating into a problem for you. -- John S. e-mail responses to - john at kiana dot net > >Why is this MY > >problem and not theirs?? > > It ver well could be their problem. However in this instance it loos like their > problem is translating into a problem for you. Well, T-Mobile has finally done the unthinkable. They cancelled my account because I wouldn't agree to accept less service for more money than the contract I was in! I'm thoroughly disgusted with this experience. And then just to add insult to injury, they sent me a bill a few days later! I'm trying to figure out how I should handle this. Seems like I should have some legal recourse against them. Isn't this called breach of contract? Anyone have any idea how to move forward with this? > experience. And then just to add insult to injury, they sent me a > bill a few days later! [quoted text clipped - 3 lines] > breach of contract? Anyone have any idea how to move forward with > this? I'd call a lawyer. You will probably have to fight with them (and, IMHO, you SHOULD). SignatureJustThe.net Internet & New Media Services, http://JustThe.net/ Steven J. Sobol, Geek In Charge / 888.480.4NET (4638) / sjsobol@JustThe.net PGP Key available from your friendly local key server (0xE3AE35ED) Apple Valley, California Nothing scares me anymore. I have three kids. Yeah sounds like all it will take on this case is for T-Mobile to receive just one official letter from a lawfirm making reference to a state law or code showing a clear breach of contract, and they will bend over backwards to waive the cancellation fee and final bill. While you are at it, have lawfirm courtesy copy the offical letter to the Attorney General for the state you are in. My cousin, who is a lawyer, had to do this same thing with an auto insurance company after a wreck he had where it was the other guys fault. The minor dispute was over depreciation, which the other guy's insurance company was not going to pay until they got the "official letter" from lawfirm cousin worked for at the time. This is all it took. > > experience. And then just to add insult to injury, they sent me a > > bill a few days later! [quoted text clipped - 6 lines] > I'd call a lawyer. You will probably have to fight with them (and, IMHO, > you SHOULD). >Anyone have any idea how to move forward with >this? Dig very deep into your pockets for the large quanitiy of money for legal fees that you will need. Even if you win, your judgement might be only for the cost of the last bill or so. Change companies and move on. -- John S. e-mail responses to - john at kiana dot net |
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