Sidebar Sidebar
Become a MacRumors Supporter for $50/year with no ads, ability to filter front page stories, and private forums.

Wow T-Mobile...

A

Anthony T

macrumors 65816
Original poster
Jul 10, 2008
1,021
132
So after waking up at 2:45 AM EST to pre-order my 6S Plus and waiting for nearly an hour to complete my order, I never received a confirmation e-mail or anything. I figured I'd be patient and wait since perhaps they are backed up. Almost 48 hours later and still nothing, so I decided to call them. They weren't able to find my order and after almost another hour of waiting on the phone, I was told my account had been suspended (when it was just opened? wtf) and then re-activated and suspended again. I had to place my order again and told it could take up to 24 hours to receive my confirmation e-mail/the documents to sign. I received the e-mail immediately after I got off the phone.

I really hope I still get my phone on release day (I was told I should), but I just can't believe how incompetent they could be as to "lose" my order or whatever it is they did. And this was a new account that I opened, as I am switching from Verizon. Not a great start (I've had T-Mobile before the 6 came out though and am only going back to them for the Unlimited Data)...
 
You never got the order confirmation screen? I always save the order number for this exact reason
 
figures. Carriers cant get things together on iPhone pre-order day. Last year Verizon gave be a confirmation number but attached it to someone else account... They were able to get it resolved, but could not tell me when I was going to get the phone because of it. I did get it launch day luckily.
 
I switched to T-Mobile last year. It was a mistake from day 1. I preordered that first day sometime in the afternoon. It took 6 weeks to get me a phone. And then I didn't even get the one I originally wanted. They bumped me to a 128GB gold 6+ instead of the 64GB space grey 6+ I originally ordered.. They did that just to get me a phone or else who knows how much longer I would have waited. I hate the gold color. I've never even come close to using a third of the storage. The phone doesn't work very well with them, it's always crashing, freezingThe service is absolute garbage (I live in a big enough metro area). Switching to T-Mobile was a huge mistake that I'm glad will be over with on 9/25.
 
  • Like
Reactions: kappaknight
Tekjams said:
I switched to T-Mobile last year. It was a mistake from day 1. I preordered that first day sometime in the afternoon. It took 6 weeks to get me a phone. And then I didn't even get the one I originally wanted. They bumped me to a 128GB gold 6+ instead of the 64GB space grey 6+ I originally ordered.. They did that just to get me a phone or else who knows how much longer I would have waited. I hate the gold color. I've never even come close to using a third of the storage. The phone doesn't work very well with them, it's always crashing, freezingThe service is absolute garbage (I live in a big enough metro area). Switching to T-Mobile was a huge mistake that I'm glad will be over with on 9/25.
Click to expand...
My brothers runs fantastically on T-Mobile.

He's also using it a lot, averaging 25GB of data each month. If it was going to fail it would under such heavy usage.

I can't help but wonder if you have a bad phone, or incorrectly provisioned line, or just what has caused you to have such an unusual experience. In my area T-Mobile is one of the best in customer service, fast and reliable while delivering fast data, and very clear phone calls.

Perhaps you need to escalate your case.
 
Love T-Mobile. Avg 70gb data a month. I pay $80 out the door. Lovely carrier.
 
maxsix said:
My brothers runs fantastically on T-Mobile.

He's also using it a lot, averaging 25GB of data each month. If it was going to fail it would under such heavy usage.

I can't help but wonder if you have a bad phone, or incorrectly provisioned line, or just what has caused you to have such an unusual experience. In my area T-Mobile is one of the best in customer service, fast and reliable while delivering fast data, and very clear phone calls.

Perhaps you need to escalate your case.
Click to expand...
I did try to escalate it but it was a waste of time. They did what they could but it never fixed anything. I'll happily be switching to Verizon in 12 days.
 
I tried T-Mobile 2 years ago and had terrible customer service experience. Misinformed service reps, wrong information. They gave me the runaround. And they refused to refund the money I paid for an iPhone. I gave up, and I won't go with them ever again.
 
Tekjams said:
I switched to T-Mobile last year. It was a mistake from day 1. I preordered that first day sometime in the afternoon. It took 6 weeks to get me a phone. And then I didn't even get the one I originally wanted. They bumped me to a 128GB gold 6+ instead of the 64GB space grey 6+ I originally ordered.. They did that just to get me a phone or else who knows how much longer I would have waited. I hate the gold color. I've never even come close to using a third of the storage. The phone doesn't work very well with them, it's always crashing, freezingThe service is absolute garbage (I live in a big enough metro area). Switching to T-Mobile was a huge mistake that I'm glad will be over with on 9/25.
Click to expand...

That sounds unfortunate. I have the exact opposite experience with them. I did have a problem with my initial order but they fixed so quickly and my phone arrived on release day. I was also a new customer switching to them for the first time. My service with them has been exceptional, better than my service with AT&T. Both on the customer service and cellular issues. The WiFi calling has changed everything. It works so well and gives me service in places I couldn't even with AT&T.

I did have a handset issue but Apple replaced it and then it was fine. Recently, there was a software reboot problem but it was fixed with a software update. Software, not carrier issues.

But I am sorry you're having problems. Have you asked Apple to replace your handset? Sounds like a hardware issue.
 
E3BK said:
That sounds unfortunate. I have the exact opposite experience with them. I did have a problem with my initial order but they fixed so quickly and my phone arrived on release day. I was also a new customer switching to them for the first time. My service with them has been exceptional, better than my service with AT&T. Both on the customer service and cellular issues. The WiFi calling has changed everything. It works so well and gives me service in places I couldn't even with AT&T.

I did have a handset issue but Apple replaced it and then it was fine. Recently, there was a software reboot problem but it was fixed with a software update. Software, not carrier issues.

But I am sorry you're having problems. Have you asked Apple to replace your handset? Sounds like a hardware issue.
Click to expand...
I did a couple times and they couldn't find anything wrong. Said to talk to T-Mobile. T-Mobile said to talk to Apple. Real fun. I love  and have purchased a new iPhone every year since 2007 with the first gen. I never had issues until I went to T-Mobile. That's not to say I didn't get a bad phone, I very well could have. The issues with T-Mobile have been much worse.
 
Tekjams said:
I did a couple times and they couldn't find anything wrong. Said to talk to T-Mobile. T-Mobile said to talk to Apple. Real fun. I love  and have purchased a new iPhone every year since 2007 with the first gen. I never had issues until I went to T-Mobile. That's not to say I didn't get a bad phone, I very well could have. The issues with T-Mobile have been much worse.
Click to expand...

Yeah, that sucks. I hope Verizon suits your needs. They have great coverage across the country.
 
I took t-mobile with iPhone 5 last year when i walked out of ATT contracts. The signals at my workplace were non existent, one bar at the farthest point in the parking lot. Had to revert back to ATT. For next 3 months they kept sending me bill of 0.01 $ with a threat to resort to payment collectors if I didn't pay that ASAP. I escalated and then the matter was resolved!
 
For everyone having signal issues on T-Mobile, I highly suggest turning off LTE. Until their new long-range, low frequency LTE spectrum gets fully rolled out (and you get a 6S that supports it), you'll get better, more reliable, and probably equally fast 4G. Their HSPA+ is insanely quick, to the point where the battery drain and low bars while trying to maintain LTE reception wasn't worth it for me. I won't turn LTE back on until I get the 6S and I make sure they have their 700MHz LTE online where I live.
 
  • Like
Reactions: poematik13 and AppleChic76
I switched to T-Mobile last year too, and had a heck of a time starting up. There were credits I was promised but never received, ah well. My service in Atlanta isn't as great as at&t, but with the new phones supporting Band 12, I'm hopeful the services around me will be better. I'm waiting to see what the others say first before I dive into a new phone. I guess we'll see.
 
Just switched to them and preordered at midnight. Never got my email. Called today, the preorder never went through. This lady was helpful and even hooked me up with the free memory upgrade promo (I have a 64GB iPhone 6 plus for $19 and am getting a 128GB iPhone 6s plus for $19). Hope I get it on the 25th.
 
Cuniac said:
figures. Carriers cant get things together on iPhone pre-order day. Last year Verizon gave be a confirmation number but attached it to someone else account... They were able to get it resolved, but could not tell me when I was going to get the phone because of it. I did get it launch day luckily.
Click to expand...

I've always had better luck going through carriers than Apple. Verizon's 6S preorder was up 5 minutes before midnight and Apple's wasn't up even 15 minutes after midnight.
 
E3BK said:
Yeah, that sucks. I hope Verizon suits your needs. They have great coverage across the country.
Click to expand...

I think it's a well known fact that Verizon has THEEEE best coverage. I've all four carriers and they were truly the best for me for coverage wherever I went. But I had to shake them when I found out they were going to cancel my plan (where I had unlimited data) if I bought a new phone. That's craziness! I went to Sprint which was a NIGHTMARE; had me missing calls when I was on call for work because my phone wouldn't ring even though I had a dang mini tower right in the house! T Mobile has the best plans hands down, and other perks that I like that keep getting better. There are a couple of places that I regularly go (downstairs at work and a building we use for work across the street) that give spotty (or no) service but for most of my life it works just fine for me. And supposed to be even better on the 6s. Here's hoping!
 
Benched08 said:
For everyone having signal issues on T-Mobile, I highly suggest turning off LTE. Until their new long-range, low frequency LTE spectrum gets fully rolled out (and you get a 6S that supports it), you'll get better, more reliable, and probably equally fast 4G. Their HSPA+ is insanely quick, to the point where the battery drain and low bars while trying to maintain LTE reception wasn't worth it for me. I won't turn LTE back on until I get the 6S and I make sure they have their 700MHz LTE online where I live.
Click to expand...

Totally gonna try this.
 
I've been happy with Tmobile's services--since I switched to them 2 years ago, the signal for both calls and LTE (neither great when I started but I figured you get what you pay for) have gotten better and better. Used to be I couldn't even get LTE in my rural neighborhood and now I have it there, reliably, with just one tiny patch of my work commute where I lose service. they said the network was growing and it has been, now with the new spectrum it'll probably be even better. And it's undeniably cheaper than ATT or Verizon.

But they have screwed up both iphone preorders I've had with them, last year with barely being able to get on the website, and this year with them putting the wrong phone on my order leading to me effectively losing my place in line. I'm not too worried about it now that I have signed my agreement for the correct phone, but this whole business with having people call in their orders was a huge mistake. I feel more secure if I can push the buttons and click the stuff I want. I don't know how many times I repeated "so it's the 6s PLUS, right, the PLUS, the BIG ONE" talking to them and they still got it wrong. Human error, man. This is why I accept our inevitable robot overlords.
 
allprologue said:
I've been happy with Tmobile's services--since I switched to them 2 years ago, the signal for both calls and LTE (neither great when I started but I figured you get what you pay for) have gotten better and better. Used to be I couldn't even get LTE in my rural neighborhood and now I have it there, reliably, with just one tiny patch of my work commute where I lose service. they said the network was growing and it has been, now with the new spectrum it'll probably be even better. And it's undeniably cheaper than ATT or Verizon.

But they have screwed up both iphone preorders I've had with them, last year with barely being able to get on the website, and this year with them putting the wrong phone on my order leading to me effectively losing my place in line. I'm not too worried about it now that I have signed my agreement for the correct phone, but this whole business with having people call in their orders was a huge mistake. I feel more secure if I can push the buttons and click the stuff I want. I don't know how many times I repeated "so it's the 6s PLUS, right, the PLUS, the BIG ONE" talking to them and they still got it wrong. Human error, man. This is why I accept our inevitable robot overlords.
Click to expand...

Same thing happened to me. I asked the rep 3 times to verify he was ordering the plus and he ordered the 6S. I made a new order but made it known that I was pissed and feared I would lose my place in line. I decided to tweet my frustrations @tmobile. I got a message from Art Lucero (@art_lucero) who is the head of the executive response team. He assured me that he had the ability to and would move me back to my original place in line. He assured me that my order was in the first batch and that I would receive my Silver 64gb 6S Plus on release day. He also provided me with his number should any other issues come up. Maybe give that a try.
 
  • Like
Reactions: allprologue
Thanks! I may actually do this tomorrow once business hours are here and he's likely to see it. I really didn't want to be that person freaking out over having to wait for a phone but I did stay up til 3am to reserve my spot and it sucks to lose it for a mistake I didn't make. Sigh. I had such hopes, tmo.
 
allprologue said:
Thanks! I may actually do this tomorrow once business hours are here and he's likely to see it. I really didn't want to be that person freaking out over having to wait for a phone but I did stay up til 3am to reserve my spot and it sucks to lose it for a mistake I didn't make. Sigh. I had such hopes, tmo.
Click to expand...

That's exactly why I did it. I shouldn't lose my place over someone else's mistake. Honestly though, their executive response team is awesome. I had an issue a couple of years ago. Had the LG G2 and it needed to be replaced. After 5 replacement phones all had issues I was at a loss. Again, tweeted my frustration. Got a call within a day and they told me to just pick a new phone and send the G2 to them. So while TMo's regular reps suck, executive response is awesome
 
You must log in or register to reply here.
Register on MacRumors! This sidebar will go away, and you'll see fewer ads.
Top Bottom
Back