Hello,
I am trying to switch from AT&T to tmobile due to your free international roaming. Started off by going to the tmobile website and signing up as a new customer (this was on the same night that the iphone was coming out). The site kept timing out, had to switch from chrome to safari and finally was able to get my order submitted. Final page said to call them to fully complete the order.
Next day I tried online support and the lady called me and connected me to the credit department to verify my information. They said I was qualified for 10 lines without any deposit. The lady goes ahead to process the order, gets my credit card info and submits the order. At that point she makes a confused sound and says I need to go to the store to finalize the order. I am confused myself since I didn't even get an order number.
Later that day I go to the store and the customer service agents were totally clueless. They tried to create a new order but this time it would show up as a $400 deposit required. I told them the story from the morning so they called the credit department and got an override code. Tried to use it but the CSA had no idea what to do with it and said to try and call over the phone again.
So i left the store disappointed and tried calling again. This time a new person tried to put another order through and the call disconnected right before the order went through. Called again. Gave them a callback number so the same issue didn't happen again. He realized that there were so many orders in the system already and thats why the orders wouldn't go through. He called the credit department and they gave him the original credit check for 10 lines. But he again could not get it overridden. He started explaining how I might have to wait 60 days for all the orders to clear up when the call disconnected again, and no call back.
At this point I am very frustrated with the type of incompetence with customer service. It seems like no one at tmobile cares and not willing to help. If the service is so bad even when one tries to sign up it scares me to know how bad it will be when I am a customer...
Anyone out there at tmobile that cares about new customers?
Rez