T-Mobile Reviews See All T-Mobile News

The good: They were goodThe bad: Bad customer service, dropped calls, no appreication for long term customers and charged for text messages NOT madeSummary: Got charged for text messages I did not make and the customer service I got was rude! I have been with this company since it was Aerial, they dont care. I guess they dont want long term customers eh? I also experiece I ton of dropped calls and when I was in NYC alone with only this cell phone to contact people ALL the cell phone towers were down for over 3 days! BAD SERVICE!

The good: Better calling plans then most.The bad: Does not value their long term customer base.Summary: I was happy with T-Mobile until about 2 months ago. I received an outragous billing statement. After looking over the bill I realized that T-Mobile had mistakenly charged me for text messages. To my suprise, although, I have a plan for 400 text/pic for an additional $5.00 per month the charges were valid because I had went over my texts by almost 200 text messages(I bearly hit 300 texts the 3 years I've been with this company). The bill I was holding did not list all 500 ++ texts so I requested that a full summary be sent to my home. I was told that could not be done and since the charges were valid I needed to pay the bill. I asked to speak to a manager. Unfortunately, that was a even more stressful that the first person I spoke to. The supervisor was very rude,and stated that, "we won't take any of the charges off of your bill." At that point I became very upset because I only asked for a complete bill, so I hung up the phone. Since then I have spoken to about 6 different people. All were very polite, but none have solved my problem. The last young man I spoke with was informed that I would not pay for the texting overages, but would pay the rest of the bill. He could not guarantee that my service would not be interrupt if I did not pay the entire bill. At this time I can receive incoming calls, but cannot make any outgoing. I'm looking for a new provider.

The good: Good price value, for individual and family plans, and solid service on all the basics.The bad: Few cutting-edge options, one major issue with customer service.Summary: My teenage daughter was using a prepaid phone, but once she hit high school, I realized I was paying $30 a month with very careful usage keeping it "Topped Up." For the same $30 added to my plan, she got unlimited MyFave minutes to the five numbers she calls most (I'm not one of them), plus unlimited weekends and nights, plus she and I split 700 "Anytime" minutes, all for a totall of $69.99 (I get my own five MyFave numbers). Calls within the carrier are not free, as with some services.I did a lot of research before signing up. Other carriers were better for business use or for people who call a lot of different people (though T-Mobile wasn't bad), but T-Mobile was best for my type of usage, which I think is pretty basic. My cell phone is my home phone, but I don't use it for business, so most of my calls are to a handful of people, or else on weekends. Same with my daughter.Now, their shortcomings. Their phones aren't really exciting. They have a few nice ones, and a lot of basic, mundane ones. You can get a great phone from them, but you won't have a lot of great phones to choose from. They are good on music phones, and middle of the road phones, and low-end smart phones, and budget phones with a good variety of options. They don't have the coolest GPS or camera or video phones. Their services lag behind other carriers, too. They don't have the 3G wireless Internet system, so if you use the Internet on the phone, it will be a little slower. They don't have wireless music or video downloads. They aren't stone age, but they aren't breaking down barriers. This is frustrating for a tech-nut like me, but I've got enough other gadgets that I don't mind. For some, though--say, a business traveller that wants everything to work through one device--this might kill the deal.Last, customer service. The few questions I've had get answered quickly. Emailed help is slower than average, but I've never spent much time on hold on the phone, and they do seem to know I'm the customer and not a servant. Recently I had a problem, though. The phone I got for my daughter was defective, so they told me to send it back, but they charged me for the replacement phone they sent, promising to credit the old phone within 30 days of them getting it. This was almost enough to make me cancel service, but I wasn't sure other carriers handled it better, so I calmed down and did it. Not happy with that, as my ratings reflect. This could be a problem for people on the edge of their budget.Hope that helps someone. I'd recommend them as a family carrier, and for their prices, and for the solid service they provide. For travelers or people who want the latest options, or who want all their cutting-edge tech needs rolled into one, maybe another service would work better. Again, T-Mobile isn't pre-historic, and they aren't a no-frills service. They have Internet, and some cool phones. They just aren't the best at it.

Customer service has gone way down in recent years. Most recently I suffered T-Mobile's new, skanky policy of promising "500 minutes call forwarding included" in my plan, but when I used it I was charged 40¢/minute because I used "unconditional" forwarding (all calls) rather than "conditional" forwarding (only when unavailable). Customer service gave me 100 extra minutes but couldn't reverse the extra $50 charge on my bill. I have been additionally gypped by bad return policies on the phone accessories which, while they came packaged with the phone, have a warranty period much shorter than that of the phone itself. And since they were such poor quality (nokia 5300 is a cool phone in theory but so cheaply made it took me three tries to get one that even worked) you are virtually assured that something will break down.