View Full Version : T-Mobile to charge $18 upgrade fee...
AggieMan2k7
10-31-2007, 08:08 PM
The effective date hasn't been disclosed as of yet, but T-Mo is going to begin charging an $18 upgrade fee per renewed line. This sucks! As much as I love T-Mobile, its the little things like good customer service, no hidden fees, no stupid little charges like this "upgrade" fee that sets them a little bit above everyone else. T-Mo unfortunately doesnt have the network that the other companies have, so stuff like this is going to hurt them...
armadill09
10-31-2007, 09:24 PM
i agree 100%. i just contacted a buddy who works with them about this and he confirmed it. What is TMobile doing to theirself? also, i heard effective nov 3!!! wtf?!
This is BS... we need to elect a new government! The bought and paid for politicians we vote in time and time again... just line their own pockets with our blood and sweat.
Do we need to start jamming the FCC office phones? Jiminy xmas! What the heck is going on?
El Don David
10-31-2007, 11:33 PM
Hey, i`m down with calling T-mobile and compaining about the stupid charge. does anyone else charge for it? Maybe if enough people complain about it then they`ll get rid of it.
Hey, i`m down with calling T-mobile and compaining about the stupid charge. does anyone else charge for it? Maybe if enough people complain about it then they`ll get rid of it.Well.... if it costs them on average $5 per call, perhaps we should all start calling in once per day? With 30 million customers, that should get pretty darn expensive fast, right?
El Don David
10-31-2007, 11:45 PM
Sounds good to me. i`ll start calling in on it tomorrow and the day after that, and the day after that, and the day after that, and the day after that, and the day after that, and the day after that, and the day after that. YOU HEAR ME T-MOBILE! it ends when you make it end! HA HA HA!
Sounds good to me. i`ll start calling in on it tomorrow and the day after that, and the day after that, and the day after that, and the day after that, and the day after that, and the day after that, and the day after that. YOU HEAR ME T-MOBILE! it ends when you make it end! HA HA HA!I'm in... I'm going to call everyday and ask the CSR to credit me $1 for every second that I am on hold!!!!!!!!!
It'll be April Fool's Day but we'll start in November.... and it won't be a joke!!!!!! :D
I'm guessing they're short on cash for DT... so they're trying to pump up the fees to cover Apple's adventure in their pond.
El Don David
10-31-2007, 11:55 PM
I'm in... I'm going to call everyday and ask the CSR to credit me $1 for every second that I am on hold!!!!!!!!!
It'll be April Fool's Day but we'll start in November.... and it won't be a joke!!!!!! :D
That would be awesome if they could credit us for putting us on hold. it would be a win/win situation. wait, and since they cant hang up on us then i`m sure if we all called at the same time, they would have to put some of us on hold. we just all have to be syncronized.
Railroader
11-01-2007, 01:52 AM
It sounds like T-Mobile is hurting for income, or is just following the lead of companies like AT&T, though to be fair AT&T will often waive the $18 upgrade fee if you complain, and doesn't charge it if you order online.
Telyx
11-01-2007, 04:04 AM
I thought I read that the upgrade fee was only going to be charged if you upgrade in a T-Mobile store--not online.
I thought I read that the upgrade fee was only going to be charged if you upgrade in a T-Mobile store--not online.And that somehow makes this practice okay?
That's like SprintPCS charging $5 to take a payment in-person in a corporate store. Huh?
El Don David
11-01-2007, 09:27 AM
if thats the case....what if you go to a 3rd party company?
SJSMR2
11-01-2007, 03:06 PM
Looks like they are just pushing for online upgrading. It is a BS fee though I think.
terryjohnson16
11-01-2007, 08:39 PM
Where has the "Get More" experience gone to? T-Mobile seems to be the magenta AT&T.
darkjedi
11-01-2007, 10:06 PM
And that somehow makes this practice okay?
That's like SprintPCS charging $5 to take a payment in-person in a corporate store. Huh?
That charge to take payment in the store is just fine by me...as a rep payments tend to slow us down and make the wait for others just that much longer. There are multiple payment options that don't involve talking to a person and most importantly for your cash users there are payment kiosks at almost every retail store.
El Don David
11-01-2007, 10:40 PM
and what about the few stores that dont have the kiosks? and not only that, what if they cant pay it online or they just have a checkings account? or all of the above?
That charge to take payment in the store is just fine by me...as a rep payments tend to slow us down and make the wait for others just that much longer. There are multiple payment options that don't involve talking to a person and most importantly for your cash users there are payment kiosks at almost every retail store.True, but I thought TMO was trying to become a retailer... it just seems very customer un-centric to charge someone to perform an in-person transaction.
What happens if the person was handicapped... and their only reasonable option was an assisted sale?
darkjedi
11-02-2007, 12:21 AM
You both make good points and I'm just playing devils advocate here, personally I never cared about taking a payment. If there complaints it was always from the other side of the counter because people want to pay at the desk, they don't want to use the kiosk or can't.
The idea is trying to streamline the entire process so those who come into the store for "retail" based issues/sales have a shorter wait time.
On a personal note, I really can't imagine why people don't open up a checking account, surviving in this world on a cash only basis is just unrealistic. I have no problem with people who don't trust paying online or are not computer literate enough to do so, but to complain about paying an extra fee because thats your the only method you've left yourself available to isn't much of an argument.
Railroader
11-02-2007, 12:23 AM
That charge to take payment in the store is just fine by me...as a rep payments tend to slow us down and make the wait for others just that much longer. There are multiple payment options that don't involve talking to a person and most importantly for your cash users there are payment kiosks at almost every retail store.
The idea though of having to pay a company to take your money is pretty stilly though. Customer Service means just that, whether it's paying bills or selling phones. We have three carriers here, Verizon, US Cellular and Edge Wireless (AT&T Affiliate), and none of them charge to pay in person, it's just good customer service.
I like Edge's Customer Service motto-
Commitment to Our Customers
Customer Service is one of our primary concerns at Edge Wireless. Our sales professionals will work with you to determine the best way to serve your wireless needs. You will be able to contact us in person, by phone, or on-line. You will be able to view and/or pay your wireless bill on-line. We have a team of dedicated customer service personnel staffing local stores to serve you.
Commitment to Our Customers
Customer Service is one of our primary concerns at Edge Wireless. Our sales professionals will work with you to determine the best way to serve your wireless needs. You will be able to contact us in person, by phone, or on-line. You will be able to view and/or pay your wireless bill on-line. We have a team of dedicated customer service personnel staffing local stores to serve you.
Our Commitment
You are the reason we are here.
We value you highly, and wish to serve as your wireless provider for the long term.
Therefore, we will:
» Make you feel welcome in our store.
» Provide you with courteous, knowledgeable, and timely service.
» Spend the necessary time to fully explain your equipment and service.
» Spend the necessary time to fully explain your bill.
» Respond to your phone calls within one business day.
» Follow up on your questions when we don't have an immediate answer, responding within one business day.
» Demonstrate every day that you are the most important part of our business.
They do not charge for one thing on that list, and that includes paying your bill in the store. Maybe the big guys need to take a lesson from down home, western carriers like Edge :)
Railroader
11-02-2007, 12:29 AM
On a personal note, I really can't imagine why people don't open up a checking account, surviving in this world on a cash only basis is just unrealistic. I have no problem with people who don't trust paying online or are not computer literate enough to do so, but to complain about paying an extra fee because thats your the only method you've left yourself available to isn't much of an argument.
There are a lot of good people who for a plethora of reasons can't or don't open up a checking account, my sister being one. Why should she have to pay a fee just because she doesn't have good credit (through no fault of her own, past marriage, medical bills) to open a checking account or get a credit card? Many just like to pay in person, I know almost half of Edge WIreless's customers drop/pay their bill off in the stores, and you have many older people that just feel more comfortable doing it that way. Fees to pay your bill are just an insult and a slap in the face, and a sad symbol of the decline in customer service in today's world.
The idea is trying to streamline the entire process so those who come into the store for "retail" based issues/sales have a shorter wait time.
That's like increasing tolls during peak times to increase revenue... but then claim the intent is to change behavior to decrease traffic. Okay, but I still have to pick-up my child from daycare! Thanks for the tax. :rolleyes:
This smells like a revenue shortfall due to increase subsidies related to the iPhone launch. If TMO can't compete with the big boys, the FCC should take their licenses and give them to Apple and Google so we can find innovative ways to trade in the 21st century. :)
Seriously, I will be curious to see what TMO USA's Q3 numbers look like.
El Don David
11-02-2007, 12:41 AM
There are a lot of good people who for a plethora of reasons can't or don't open up a checking account, my sister being one. Why should she have to pay a fee just because she doesn't have good credit (through no fault of her own, past marriage, medical bills) to open a checking account or get a credit card? Many just like to pay in person, I know almost half of Edge WIreless's customers drop/pay their bill off in the stores, and you have many older people that just feel more comfortable doing it that way. Fees to pay your bill are just an insult and a slap in the face, and a sad symbol of the decline in customer service in today's world.
I agree. i mean its just what it says. you cant say you have the best costumer service if you charge for little things like paying your bill. especially when that one of the main things you boast about. i like T-mobile but i think in time some people are going to start losing the things that they like or liked.
Telyx
11-02-2007, 04:15 AM
And that somehow makes this practice okay?
That's like SprintPCS charging $5 to take a payment in-person in a corporate store. Huh?
Did my post say I thought it was OK?
Did my post say I thought it was OK?No. :o
You both make good points and I'm just playing devils advocate here, personally I never cared about taking a payment. If there complaints it was always from the other side of the counter because people want to pay at the desk, they don't want to use the kiosk or can't.
.This is where I draw the line, mod! Take your devil mask down to the cleaners... and trade it for a clown costume! :D
darkjedi
11-02-2007, 11:00 AM
There are a lot of good people who for a plethora of reasons can't or don't open up a checking account, my sister being one. Why should she have to pay a fee just because she doesn't have good credit (through no fault of her own, past marriage, medical bills) to open a checking account or get a credit card? Many just like to pay in person, I know almost half of Edge WIreless's customers drop/pay their bill off in the stores, and you have many older people that just feel more comfortable doing it that way. Fees to pay your bill are just an insult and a slap in the face, and a sad symbol of the decline in customer service in today's world.
On a side note, having credit isn't required for a checking account.
I understand what you guys are saying and I'm not disagreeing with you I'm just merely pointing out the opposing side of the debate. The reasons I pointed out are PART of why companies like the wireless industry charges to pay over the phone or in store. They are trying to streamline the process to cut down on costs and while we disagree with that as consumers, the company is looking at the red or black ink and focusing on that.
This is the same situation I see with Dell, the company makes money because they make decent products but if they took a moment to understand just how poor their customer service truly is, perhaps maybe, just maybe outsourcing wouldn't be such a bright idea.
J...having worked on the corporate ladder and having discussed this before you and I both know that the company isn't looking at this fee from the consumer side, only at the notion that its extra revenue. Perhaps they saw AT&T getting away with it and said hey we can too. Hell, maybe Dotson or Nokes woke up on the wrong side of the bed and decided to charge a random fee who knows?!
The point is that while we not like the fee, while we may despise all that the fee stands for and the step back we feel T-mobile is taking by this there is another side to this story. Understanding it won't make it justified but before we jump to the conclusion that this fee is really wrong we should try and figure out why its being charged and to whom exactly.
kinjutsu11
11-03-2007, 11:56 AM
The upgrade fee is effective November 11th, the fee will show up on your following month's billing cycle. No official word yet if this is only for online upgrades, or simply anywhere. I fear it's the latter from the sound of things...
This upgrade fee is ridiculous!
I was forced to use Easy Pay because of the $5 fee they charge. What I don't understand is why they want to charge customers who want to stay and purchase new phones (even after I read all of the posts)? Each of us who uses TMO know at least 10 other people who also use TMO. If we decide to upgrade, that adds up to a lot of money! I'd rather take my number elsewhere, or just cancel all 10 lines under my name and have my bf open a brand new set of 10. Those are the options for me because I don't really care about keeping my number; I use GrandCentral.
I read somewhere that cellular service providers only make money after the 11th month. But the $18 charge is like a slap in the face for being stupid enough to renew and stay with TMO. Why does TMO copy Cingular/AT&T?
gwdash
11-13-2007, 09:57 AM
Hey, all. I'm a long-time T-Mobile customer and just read this thread about the upgrade fee. We have a family plan, ported three out of four family members' landlines to T-Mobile and have enjoyed good coverage and service.
I'm following suit and calling to lodge my complaint. They've been a terrific provider for us since we signed up in 2003, and I'd hate for them to nickel and dime us away from them.
gapboi954
11-13-2007, 11:14 AM
its just 18 bucks... T-Mobile has been soo good to me over the years. even though this fee is going to hit me the hardest because i upgrade at least 3 or 4 times a years. We complain about not getting enough phones or slow internet speeds and praise them for their low priced plans but when they try to recoup the money to possibly use to get a greater selection of phone etc we complain. come on people tmobile is a great company and has the best customer service they have always been there for u. Lets stop complaining about a miniscule fee please. Furthermore they just announced that they are pro rating their early termination fee i dont see anyone saying thanx for that but we complain about 18 bucks
Scooby214
11-13-2007, 05:37 PM
I looked at my partial upgrade prices today, when the phone upgrade section was actually available, and my prices for many phones were cheaper than they were last week. It could be to offset the $18 upgrade fee, but I don't know. In the end, it appears that I could get a phone like the Beat cheaper now, including the upgrade fee, than what I could before.
vBulletin® v3.8.4, Copyright ©2000-2012, Jelsoft Enterprises Ltd.