yashsingh1/xdaforums huggingface dataset:
[HD2 General] SugarMouth:
I have been happy with T-Mobile and T-Mobile customer service for over 6 years now.
[HD2 General] Mooncalled:
Never really had any issues with TMo

If anything, they've been stellar. I've been with T-Mo for nearly 6 years now. Any issues I've had with phones or service has always been resolved quickly.

And it seems the coverage gets better and better as the months go by.
[HD2 General] cu2cool:
Here's some advice based on my experience when dealing with T-Mo reps in general.

First off, do not call them and yell at the rep personally if you have a problem. They are always clueless to what your problem was. Be calm, and explain it as detailed as you can.

Second, give them your call back number in case you get disconnected (which almost always happens to me).

Third, always make sure they put a note into your account profile. That way if anything goes wrong, the next person will see what has already been done.

Fourth, a lot of the time the employees in the T-Mo stores don't have all the facts straight on the promos, and will give you different answers from store to store. To be absolutely sure, call the T-Mo reps and have them call the store directly to give an OK.
[HD2 General] nrfitchett4:
so far so good with t-mobile. They have been very friendly. One thing I have noticed is that they have a "smartphone" tech support seperate from regular tech support.

If you have to call with a tech problem, I was told to just say "pda" and it will send you straight to them instead of having to talk to 5 people first. Very nice thing.
[HD2 General] agentaaron:
I have been with T-Mobile for close to 12 years now (They were Voicestream at the time). I have 4 lines of service (Wife, two children, and myself). Tmobile has always had rock solid service in our area and I can probably count on my fingers how many calls I have dropped from my end in my service history.

As far as Customer Care goes...I have had nothing but great service...both on the phone and in the B&M locations. I have requested numerous unlock codes for phones...always receive them within a week. My wife and both my daughters have iPhones, I have called and spoke with tech support on them a few times and dispite them being iPhones...they are always willing to try and help with them.

I called in one time because of the battery issue on my G1 when I first received it at launch. After speaking with the PDA/Android specialist for about an hour, he transfered me to the loyalty department because he said that they owed me something for all the time I had spent on my issue. While I was speaking with the loyalty rep...he noticed the 3 iPhones on our account. After giving me a friendly ass chewing about being a trader, he offered to send me 3 additional G1's at no cost what-so-ever...all I had to do was re-up my contracts on those lines. I didnt do it because I wasnt completely happy with the G1 that I already had...but the offer was very generous and completely unexpected.

I as well have served my time in a call center...and I know first hand that the customers attitude tawards me in the first 15 seconds of the call determined how far I was going to go to help them.

I guess my advise would be...treat them with respect...its not Mary's or John's fault your phone is not working correctly or the way you think it should...also, chances are...even if you are speaking to "technical support" you probably know more about your device than they do...but do not be a show off, let them think they are helping you and they will continue to do so.
[HD2 General] slimster12:
Unlocking the phone

I bought my phone off of ebay so I haven't had to deal with customer service really. Who do I talk to to get the phone unlocked though? I'm going to be traveling out of the country in 2 weeks.
[HD2 General] josemedina1983:
depends on carrier if its t-mobile then call t-mo
[HD2 General] scrizz:
Lol i bought my HD2 from ebay, and I got it unlocked through T-mobile :D
[HD2 General] jdwrrzmm:
My story: I had a Touch Pro 2 and the mic just suddenly stopped working. I rang up tech support, no hassle to get it replaced, had a pretty much brand new Touch Pro 2 at my house in 2-3 days, and it was even easy to send back.
[HD2 General] kidrythm:
6 years and satisfied enough. What bugs me is how they are trained to deny, or feign ignorance about problems with my htc hd2 that are common enough to be posted in every corner of the net...and entire galaxy.

Seriously they would have to live under a rock to not know.

My last go 'round was after I did a hard reset after I downloaded something my hd2 did not like (freewarepocketpc site) that should have worked fine. Plus I thought maybe it would prevent having to remove the battery three times a day.

Like I have read on teh netz, but forgot to do...I did not remove Mobitv, or telenav. My bill came in with those charges on it. I called and the lady tried to tell me how amazing both were...oh yes, I screamed at her. "Ignorant pig" was used a few times before I heard elevator music.

I paid $299.00 for my HTC, and now it is $49.00 (same plan that I have) at wally world...I am the ignorant pig, lol.

Another d00d got on the line who was a bunch more smarter than that st00pid girl, and told me the truth about the sucknav and dummitv apps...then he quietly whispered "I am getting looks from my boss". I am not ignorant to the ways of tech services, what a shame t-mobile clamps down on their overworked and underpaid mouthpieces, when they are aware the htc hd2 is not perfect.

Yeah I know, I am the ONLY htc hd2 owner with problems, that and my idiot self should get a droid, but soon I will get some testacles and cook some sweet roms from this glorious site!!

I love my hTc hd2!!

the charges were removed btw.

:)
[HD2 General] UrFutureFavEx:
For some reason, my HD2 hasn't had a stable connection on the 3g network since idk when smh. Even in downtown Philadelphia!

I called TMO last week and after holding for a rep for like 30 mins, i ended up going from regular CC, to Smartphone CC, then finally to HTC Specialist CC... Needless to say my problem still hasnt been resolved really although i am paying $30/mo @(-_-)@ Grrrr
[HD2 General] :
Well, if you had your ROM version and Radio version in your Sig I might be able to suggest something ....

Most likely it is the radio ROM ....
[HD2 General] zelendel:
I would try another radio Girl. The rom you have has 2.10 radio built in.
[HD2 General] UrFutureFavEx:
I flashed the energy 03. Jul 2010 version ystrday and now the radio is 2.08.

Its still happening though
[HD2 General] zelendel:
Then it may be a network issue if you have tried different radios and still happening. I dont know how the signal is there. I know it was spotty back home in CT as well
[HD2 General] UrFutureFavEx:
That call lasted like a whole hr and its like they didnt know... (i wonder if its b/c im flexpay annual)...I heard their reps lack (not my opinion)....

I will call tomorrow and see if the can put in notes for a new sim card.
[HD2 General] :
Energy does not come with a radio, so unless you put one on yesterday then 2.08 is what you had before ....

Try 2.12.50.2_2 or even a diff one, but something newer than 2.08 ...
[HD2 General] UrFutureFavEx:
I upgraded to the tomobile dwnload a few weeks ago (hated it) and thought that replaced the radio too??? But then again i dwngraded back to the stock rom b4 flashing the custom....hmmm...

Thanks. I will go look for it now and see what happens
[HD2 General] :
Yeah the one I run in my sig, I was on data the other day for 6 hours without one drop that I know of , was listening to streaming radio with it plugged into power(would not want someone to think I put a nuclear reactor in this puppy), and I never had NO music, so I am guessing I had no data drops . ...
[HD2 General] UrFutureFavEx:
That sound great! I just dwnloaded it so imma look for instructions (im such a noob) lol and then flash it and see how it goes. I dont have to reflash or reset the rom do i?
[HD2 General] :
Nope , the radio should not touch the main ROM at all ....

what EVER you do , DO NOT, flash a x.xx.51.x radio to your TMOUS, it will damn near brick the thing ....

Just thought I would add that little warning ...
[HD2 General] UrFutureFavEx:
Thank You. Knowing me, i try to figure these things out and dwnload many things and that would be a costly one. Im already on my 2nd hd2 smh
[HD2 General] pixine786:
TMO CSRs guys are really supportive.

I called twice (one to get info and once to Unlock HD2) from outside US. They are helpful and listen to you patiently and then give options to you to dissolve the situation. (Not like Sprint guys)

Big hand to them. Love TMO
[HD2 General] josemedina1983:
So after the whole deal of the data plan T-Mobile charge me 19 bucks a one time fee for the favor of moving the hd2 from one line to another without charging data on the line that I upgrade it the hd2 LOL. after 8 long year of been a customer I finally found a flaw. Any how I really dont care paying 19 bucks one time instead of 25 buck every month but for now Im still looking at buying my devices full price for now. I love t-mobile but lately reception and data has been choppy.
[HD2 General] bknowledge:
My worst interaction was when one of their reps screwed up & renewed my account for another year when I was month to month thereby removing my upgrade discount. They tried to say someone called in & accepted the upgrade on my behalf & would charge me $200 if I left or tried to change my plan. Took 3 calls, 6 e-mails & some legal language for them to put my plan back to normal.
[HD2 General] sancmat:
I did the same thing you did. I purchased my hd2 using my wife's account. Their policy is that the account that makes the purchase must have a data plan upgrade for you to get the discounted price. You are welcome to put your sim card in what ever phone you want.
[HD2 General] bogdatov:
Overall ... CSRs are great. But I do have one horror story :)

I have lots of international numbers in my phone book. And I usually turn "international calling" feature off - to prevent accidental call outs. Usually when I call international# directly it says something like "this line has international calling turned off" or something.

Anyway ... one day I was calling Canada and my call went through. Directly. I talked to a person for 5 minutes. I though - "Great ! They are not blocking it no more. May be they included Canada into home area". Then call dropped and I have to call him back again. And again - direct call went through.

Later on the bill came and I has been charged for those calls to Canada. Something like $6-8 total. I called CSR and explained that I have "international call blocking" feature ON. They verified it and told me that:

1. This feature DOES NOT apply when you call Canada !!!

2. And I should drop the call right away when I realized that my call went through directly. Instead I talked to the guy for few minutes. Twice :)

Believe it or not, they did not want to refund my money ! Even last time I checked Canada was INTERNATIONAL destination and suppose to be blocked. We argued for almost an HOUR with CSR and her manager. At the end I was so annoyed that I asked to be transferred to retention department. And guess what ? They refunded my $6-8 right away.
[HD2 General] 0ptimus:
Long story short TMO gave me the EXTRA bundle discounts:

- $10 off my data plan

- gave me additional 12% off corporate discount on my monthly plan ( Which i have no idea my co. have this option )

- transfer of responsibility of my previuos 3 other fam lines NO CHARGE NO RESET on contract!

TMO FTW!
[HD2 General] SRanger:
I've had my HD2 since a week after it came out. It took me until today to the update because I haven't needed to. I haven't had a single issue with my device with the original software. When I started messing around with it and changing to a different Sense I lost access to half my menus. I did a factory reset to get everything back and since that haven't had any issues. I've added roughly a dozen apps to the phone from the MS Market Place and O-Market. No issues. It just takes a little self discipline to properly manage the programs and memory.

I upgraded the ROM today to the 2.13 from T-Mobile just for grins. Haven't had any issues with it yet.
[HD2 General] RobATT:
Pretty good

I've had Sprint, AT&T, T-Mo and Verizon and TMO has the best customer service by far.
[HD2 General] nrfitchett4:
don't tell the haters that your phone worked out of the box!!! They'll call you a liar.:eek:
[HD2 General] nrfitchett4:
go to settings/ wireless connections/ press on 3g (not the toggle part) and turn your 3g from auto to WCDMA and see if it helps. For me at work, 3g signal indoors is weak so its always bouncing me to edge, but forcing WCDMA, I stay in 3g all the time (might only be 1 bar, but its a tough little bar). Otherwise, you might have a hardware problem.

For future reference, when you call in, tell the automated robot person "PDA" and it will automatically up your call to the Smartphone techs.
[HD2 General] Muki314:
I keep hearing about people getting this $20 data plan...and also referring something to a loyalty discount...I've had TMO since I was 16..now 21..I'd say I'd qualify for loyalty? ..I'm paying the regular $30 data plan..would help if I can get it down to $20..how are you guys approaching TMO with this?
[HD2 General] sirphunkee:
I just got them to switch me to the $20 data plan this past Monday. I just called up regular customer service, and very nicely asked to speak to the retention department concerning a data plan I was told I was eligible for. The rep transferred me right over, and then the retention agent took a quick look at my acct and then immediately switched me over :)

Just be polite but firm, and they'll check to make sure you're eligibile (I dont' know what the exact criteria is, other than you probably have to be current on your bill). They actually apologized to me that they were "only" going to be able to save me $5/month over the $25 I had been paying lol.
[HD2 General] roycio:
Customers Rank T-Mobile USA Highest In Wireless Customer Service

http://www.businesswire.com/portal/...d=news_view&newsId=20100729005474&newsLang=en

;)
[HD2 General] l<enny:
My Triumph With TMO

I just started new service with Tmo. After a few days, I realized I had made a big mistake by getting a Motorola Cliq XT. I mean, it runs 1.5!!! And motorola still can not come up with a upgrade time frame. ANYWAY, I called them and told them the phone was no good, and that I wanted a HTC HD2. They told me no prb, we're sorry your phone is crap, and even comped me the 12 bucks for overnight. Hopefully i will have my new HD2 tomorrow!!:D:):D:)
[HD2 General] peanutt724:
I just had soemone install custom rom and dual boot android on my phone and it lost some of the capabilities. (I love the android but it freezes) Do you know how to get the stock rom back and how to turn my phone back to the original condition.
[HD2 General] sirphunkee:
The T-Mobile support page for the HD2 has the link to download a stock ROM, it's very easy (and safe) to flash that and the instructions are right there as well.
[HD2 General] pc12ve:
I have been with several cell phone services. I must say T-Mobile has the most pleasant customer reps.
[HD2 General] TIGGAH:
Always have had a great experience when I call. Their reps are polite and seem to try their best to help in any situation. Last call for an issue with my HD2 got me to a level 2 support person who was sort of a *****... to put it mildly... but I figure you cannot win every time.

Not only that but they always review my bill to make sure I am saving as much money as possible. They knocked $20.00 of my monthly fees last call.
[HD2 General] acessford101:
Bought the HD2 when it came out, earpeice speaker went bad, sounded blown, did the chat with the customer care, i asked if i would be receiving a "new phone" since i paid full price for it and it was a mfg warranty issue. I was told yes i would receive a new phone but when i got it it was deficiently not new, it even has some of a zagg skin on it lol. Once again i contacted customer care and asked why i got a used phone as a replacement when it was a mfg warranty issue, she said that all exchanges are for like new items.

I had told her that i could understand that but since i had been told it was going to be new i was expecting a new phone. She looked up the chat record, saw where i was told it was new and told me that she would have a new one sent out in a retail box including the accesories. She told me just to send my old phone and the "like"new one in the return box the first replacement phone came in. yesterday when i got home, there was a package from tmobile and what do you know, it was a new phone in a seled retail box :) now i have another skin, headphone, chargr and cable my 5th battery lol and a 16 gig card!! Whohooo

I do love having tmobile.:):):):):)
[HD2 General] KharmaKills:
I have had T-Mobile for the better part of 7 years because of their customer service. I hear horror stories from others about their phone company and have never had any of their problems. I know that there are some that have had a bad business with T-Mobile as well as those that have had bad experiences with other companies. All I can say is this: I have NEVER had a problem with them and the people that I personally know have never had a problem. I would personally rate them number one in the world (I say world because I have been to T-Mobile stores overseas and they were very pleasant as well) for customer support.
[HD2 General] Blacksheep427:
TMO and excellent customer service

I've been with TMO since December 2005. I've upgraded from the BlackBerry I started with, a 7105t. Both actual store reps (not quite the same in mall kiosks), and the CSR's over the phone have generally been great at assisting with problems. I think it was in 2006 when TMO brought the BB 8100 Pearl out. I upgraded for it. My headache/mistake was made bearable because TMO's CSR's. I went through 4 Pearls with some sort of defect before trying a TMO Dash. That was worse yet, no service a few miles from the tower. It made me downgrade to a dumb phone for 6 months or so, but through all that, TMO customer service reps helped anywhere they could. I got a huge discount on the dumb phone because of the troubles.

Then this year, I've upgraded to the HD2. The first one had the microphone die. Replaced quickly with another. Then last week, I needed another HD2 replacement; #2 had some mystery software issue tech support couldn't figure out. It was determined by CSR to replace it. I opted in for express shipping, which was to get the phone to me Monday. I didn't get it until Wednesday. I called CS to let them know about delays, they were apologetic about situation and waived $20 fee. Cool.

I was at one time with AT&T, praise for a CSR was NOT going to happen except in some extremely rare situations. Not so here at TMO, these CSR's are the best. If any CSR's read this, Thanks very much, you guys help make TMO number 1.
[HD2 General] greenstuffs:
Tmobile CS they'll screw you over left and right and tried to up my data plans that was for $20 to $30 saying "the promotion is over" i asked to be transfered to the customer retention department and guess what they did... they'd honored it.
[HD2 General] arcangelmk:
I have been with Tmo for 4 years and I have almost always had good service with them. However I also have a horror story. Right before I deployed with the military I updated my HD2 to the update provided on their site and the phone froze about halfway through. I figured it was just making changes so I placed my laptop aside and let it sit for an hour. An hour passes and it was still where I left it so I called Tmo and they told me to unplug the USB Cable and remove the battery. This ended up bricking the phone, I even tried flashing from the bootloader. Well the CSR told me I would have a new one out within a few days. So I got the phone, sent the old one back in the mail to Tmo following their instructions and deployed. I looked at my bill about 3 months down the line and I saw a charge for close to $500 and was wondering what happened. Tmobile stated that they never received the phone and that I had to pay the "restocking fee". I honestly do not understand how it happened, I put the phone in the box, put the shipping label on it and took it to the UPS store to ship it. They told me they would do an investigation on it and still came up with me needing to pay the $500 fee. So basically now I am stuck with a $500 fee for a new phone. Anyone had any problems like this in the past and were able to fight the charge?
[HD2 General] acidangel111:
no complete crap. I have to get on them EVERY MONTH because in 13 years that ive been a member... only say 7 monthly bills have EVER been correct. from overcharging me for a product. to charging me hidden fees , to changing my plan from "tmobile total internet " @ a rate of 19.99 to "smartphone data at a rate of 29.99 / month without my concent. Verizon is THE WORST customer service. Tmobile has good CSR's , that talk.... but reality is... i still spend about 5 - 6 hours a month going over my bill and making adjustments , and waiting on "EXTREMELY LONG WAIT TIMES" on hold for tmobile to correct my bill which is THEIR MESS UP in the first place.
[HD2 General] jaidedfocus:
I've been enjoying T-Mobile's service for the past 5 years I believe. Haven't had any horror stories, except for a few billing errors and those were all corrected. I wish I could say that they didn't happen, but mistakes happen and as long as they fix them I'm happy.

My one horror story happened with Sprint. One day about 7 years ago or more, I received two calls back to back from overseas. I did know a few people in Germany so I answered the phone thinking it was one of them. Well, when the line picked up it nothing happened except some guy who I didn't recognize started talking. Getting suspicious I hung up quickly. I got another call right after that but did not bother to answer it this time. Well, a few weeks after that we get our Sprint bill and there are two $300 charges on the account from Korea! KOREA!!!! Don't ask me if it was North or South, I don't remember but it was from Korea. Well I called to dispute it immediately and so did my roommate at the time who was pissed at me lol. Well, neither she nor I could convince Sprint that neither of us makes calls to Korea, nor would we accept calls from there. So they charged us that $600 but I wasn't going to pay and neither was she so we let it go. That left a sour taste in my mouth so I never have and never will have Sprint service again!:mad:
[HD2 General] JB6464:
If you guys are Not Under Contract with your HD2 and paying $20-35/month for data plans,you are doing it wrong.

Take your sim out and put it in a dumb phone , switch from data plan to the

web2go ($9.99/month)plan,make a couple calls,put sim back in HD2,then go to your APN settings and change it from the TPC.T-mobile to internet2.voicestream.com and your now rockin 3G for only $9.99/month.

It's exactly the same service and speed as the high dollar data plans. Been rockin my HD2 this way for a while with no issues.

And Tmo don't care because your Not Under Contract so your Not required to pay for the high dolloar data plans.

If you have to call Tmo CS to have the data plans switched,they will try to tell you it wont work, but it does. Just tell them you know and your fine with that and you dont need the high dollar data plan at this time and want the plan switched to the web2go plan.
[HD2 General] anhyeuemmaimai:
Never had issues with them or my billing. They are always helpful and have always been very kind.

I agree with others here, if you act like a jackass, I am pretty sure they will be far less accomodating (ie there will be notes in your acct or you are flagged as being a problem child).

Been with them 4.5 years and never once had any mistakes in billing