Any Kc area Tmobile customers?

[IratePrimate]

Just curious if any of you have Tmobile and if your network is down? I just got back in town after a business trip and haven't had the network since i got in town? Going on 5 hours here, i went to Blue Springs Tmobile and was told the KC area network is down.

[IratePrimate]

Honestly its annoying but not the end of the world. After talking to an online Rep i am thinking about changing service after my experience posted below.

!Eva C: Hi,Jonathan! Thank you for contacting T-Mobile Chat service. My name is Eva C, rep ID xxxxxx. I can definitely help you with that.
Jonathan : Hi, i just got back in town after a business trip.
Jonathan : when i got back in town i noticed my phone had no signal
Jonathan : i went to my local store and they told me the kansas city missouri Network is down
!Eva C: Let me check on your account first. Give me a few moments.
!Eva C: Thank you for waiting. I do apologize for this inconvenience. However, there is a system outage right now in your area.
Jonathan : is there an expected time frame to get the network back up and is the cause known?
!Eva C: I do apologize. However, our engineers are still working on resolving the issue.
Jonathan : Will my bill have a credit on it? Its never a good thing to come back into town and not be able to get ahold of anyone. I could only imagine how terrible this would be if i had children
!Eva C: Rest assured, our engineers will be able to resolve this in no time.
Jonathan : its been over four hours
Jonathan : that isnt no time
Jonathan : i've taken time out of my day to drive to my local tmobile store thinking my phone was broken
Jonathan : I dont mean to be rude but don't feed me a random line of BS
!Eva C: I am so sorry for this inconvenience that have caused you.
Jonathan : Honestly neither you or I know when the network will be back up
!Eva C: Our engineers will be able to give resolution to this problem.
Jonathan : can i get a credit on my account for this issue?
Jonathan : I shouldnt be paying for service that isnt available to me
!Eva C: I am sorry but we do not give credit for system issues.
Jonathan : thats unfortunate i have been with tmobile for 7 years
Jonathan : i do not pay for a product i cant use
Jonathan : i will be switching providers
Jonathan : honestly this is the first outage, i can understland that problems happen. However if there is a problem a reputable company would compensate when their product was not able to be used.
!Eva C: I regret to hear that. You are a valued customer of T-Mobile. This issue will be resolved by our engineers.
Jonathan : 30 min or even an hour.................... we are going on 5 hours
Jonathan : obviously i am not valued if Tmobile wont even offer a 5 or 10 dollar credit
Jonathan : I have been honest with you and have been fed nothing but random prepopulated responses.
!Eva C: I understand. However, T-Mobile is currently working on this issue for a faster resolution.
Jonathan : I have always been a fan of T-Mobile but the way this chat session has gone has completely changed my perspective.
Jonathan : Thanks for giving me responses such as "our engineers are quickly fixing the issue" "you are a valued customer" "we do not give credits for our network not working"
Jonathan : all are lies
Jonathan : The good thing is your job will become easier and easier as T-mobile continues to loose customers and you have less and less to do
!Eva C: I know how frustrating this is for you. However, the engineers are doing their best to give a ressolution to this issue.
Jonathan : Thanks for "quickly resolving my issues"
Jonathan : I can understand that and appreciate how hard the engineers are working. I am sure there are lots of irritated customers. The thing that really lost me as a customer is your lack of willing to work in anyway for your product not working
Jonathan : When i buy a product i expect it to work.
Jonathan : obliviously nothing is going to get resolved here. Have a nice day and i will enjoy shopping ATT, verizon, or Sprint on my day off Friday. Ahh the joys of not being locked into a contract
!Eva C: I am really sorry for this inconvenience.
Jonathan : have a nice day and tell your supervision they lost a customer due to not giving the latitude to issue a 5 dollar credit, because your product was not working.
Jonathan : pretty poor business model if you ask me
!Eva C: I will be putting notations in your account regarding your concern.
Jonathan : have a nice day
Jonathan : i will enjoy my paperweight as i cannot use it for anything else

[Buck]

And when this happens to your new provider?

Last year the entire county of San Diego went without power for a day. We didn't get credits.

[Bugeater]

Originally Posted by Buck

And when this happens to your new provider?

Last year the entire county of San Diego went without power for a day. We didn't get credits.

Not the same, you pay for usage with electricity, not service days. You didn't get charged for anything you didn't get.

[IratePrimate]

Originally Posted by Buck

And when this happens to your new provider?

Last year the entire county of San Diego went without power for a day. We didn't get credits.

I just think it's lame they won't issue a 5 dollar credit for the service being down. Honestly its not like i need 5 dollars......... It's more the issue paying for a service that isn't available.

Also a power outage is a little different, that effects everyone across the board. This is only a Tmobile issue. I am probably just pissed getting back into town and not being able to get a hold of anyone and Tmobile saying sorry our product isnt working but we are still taking your money.

[Bearcat]

I haven't had any issues. I hate going in circles with people in India who are tied down with scripts and canned responses, but I doubt any other provider would give you a better response in that situation. Shit happens, and the people fixing the actual problem get tired of giving status updates when they could be working on the problem, much less those who are talking to end users and know even less about the situation.

[Bearcat]

Originally Posted by IratePrimate

I just think it's lame they won't issue a 5 dollar credit for the service being down. Honestly its not like i need 5 dollars......... It's more the issue paying for a service that isn't available.

Also a power outage is a little different, that effects everyone across the board. This is only a Tmobile issue. I am probably just pissed getting back into town and not being able to get a hold of anyone and Tmobile saying sorry our product isnt working but we are still taking your money.

If you want your $5, you're talking to the wrong person... someone who doesn't have the authority to give it to you. Granted, that's kind of T-Mobile's problem when it comes to empowering their employees, you should just ask for a supervisor if you want them to actually do something about it.

[IratePrimate]

Originally Posted by Bearcat

I haven't had any issues. I hate going in circles with people in India who are tied down with scripts and canned responses, but I doubt any other provider would give you a better response in that situation. Shit happens, and the people fixing the actual problem get tired of giving status updates when they could be working on the problem, much less those who are talking to end users and know even less about the situation.

I completely agree, i just think its crazy they offer no credit for the service being down. I'm sure this is just the India branch and when i am finally able to make a call i will be able to get a credit.

So no one else on the board has Tmobile and have no service available displayed?

[IratePrimate]

Originally Posted by Bearcat

If you want your $5, you're talking to the wrong person... someone who doesn't have the authority to give it to you. Granted, that's kind of T-Mobile's problem when it comes to empowering their employees, you should just ask for a supervisor if you want them to actually do something about it.

I really doubt the online India online reps are able to do anything other then say they are sorry. Probably same token from the Supervisor. I figured i would atleast be able to make WIFI calls but even that feature isnt available............. which i thought was weird.

[Planetman]

1. I have T-Mobile and had zero issues.
2. They have ALWAYS worked with me.
3. I think you got a rep in Thialnd or something. It's obvious she was reading and typing from a script.
4. Would you like to buy some toner? /Phoebe

[IratePrimate]

Originally Posted by Planetman

1. I have T-Mobile and had zero issues.
2. They have ALWAYS worked with me.
3. I think you got a rep in Thialnd or something. It's obvious she was reading and typing from a script.
4. Would you like to buy some toner? /Phoebe

I agree with all points, service is back up and running. I think it was down for around 6 hours. Its not like this has ever happened before and i am pretty much over it. I am sure if i cared enough if i went down to the store they would hook me up with something.

[WoodDraw]

Originally Posted by IratePrimate

I agree with all points, service is back up and running. I think it was down for around 6 hours. Its not like this has ever happened before and i am pretty much over it. I am sure if i cared enough if i went down to the store they would hook me up with something.

Or if you called. Online chat will never get you anywhere...

[IratePrimate]

Originally Posted by WoodDraw

Or if you called. Online chat will never get you anywhere...

Was my only option at the time................... Not even wifi calling would work. Guess i have the horrible chat log i could bring up to try to sweeten the pot.

[WoodDraw]

Originally Posted by IratePrimate

Was my only option at the time................... Not even wifi calling would work. Guess i have the horrible chat log i could bring up to try to sweeten the pot.

Haha - fair enough.

[soonersfreak]

All of T-Mobile's call centers are located in the US. You probably got one of the west coast call centers. They have a fairly diverse staff.

If you'd like, I'll find out what happened next week while I'm in their KC telecom switch building doing an energy assessment.