Forum Discussion
Why Is It Hard To Cancel A "Pending Order"?
Walked into a local T-Mobile store yesterday to purchase a new ‘work phone’. While I was waiting, I used the Mobile App to submit the order and elected to go with the option “In store pick-up”…
Long story short, even though I selected in-store pick-up, the order wound up being one that requires the phone to be shipped to my house.
The charge amount in question is showing up in my bank account and I even received the 1st “order confirmation” email shortly after placing the order and then a 2nd email this morning stating the order is “in process”.
Seeing as I visited another store and was informed of some on-going PROMOS that the 1st rep at store #1 didn’t inform me about, I wound up getting a much better phone and a few other accessories and wound up paying about the same amount as the 1st purchase.
I called support this morning after receiving the 2nd order confirmation email, spent over 10 minutes talking to the rep, who then was also in communication with either their manager/supervisor or maybe even someone in the order-processing/billing department and after being on hold the rep told me they’ll have to call me back in about an hour or so but that the order “will be cancelled TODAY”…
It’s now been over 1.5 hours since I got off the phone w/this support rep and still no one has called me back!
I would have thought a company the size of T-Mobile, would have a much better ‘service department’ that could take care of an issue like this in a matter of minutes! Guess I was wrong in that assumption!
ALL THESE BUSINESS MUST GET CUSTOMER SERVICE UP TO SPEED. foreign speaking accents inside a call center 40 people talking at once over crappy lines - that lead to poor reception as the big three rake in billions.. it would probably wind up cheaper with the U.S. call centers as the call time will decrease… what you say? what u say? no that's not what i said and several calls to to complete 1 thing that could take seconds… and it does takes seconds when you can understand each other.
and what with not being able to cancel an order? Amazon can and they got same day delivery--- my order here isnt going out for a week…. dont worry aint going anywhere--- only two other worse choices...
infiniteiota wrote:
All the same, I don’t have a FB or Twitter account. I also wasn’t expecting my situation to get resolved here. I was just relating to another person who was also experiencing a similar issue.
Though, if there was a higher level of support available at T-Mobile that could have helped me with my situation, I don’t know why they wouldn’t have escalated me to that person or department after I spoke with three different T-Mobile employees via their Customer Care line.
Normally to get a higher tier outside of T-Force, you need to complain in a way that gets you an executive response. Most issues do not meet that threshold though. If you aren't in a hurry to get this resolved, file a complaint with the Better Business Bureau.
All the same, I don’t have a FB or Twitter account. I also wasn’t expecting my situation to get resolved here. I was just relating to another person who was also experiencing a similar issue.
Though, if there was a higher level of support available at T-Mobile that could have helped me with my situation, I don’t know why they wouldn’t have escalated me to that person or department after I spoke with three different T-Mobile employees via their Customer Care line.
The people answering DM's on Facebook and Twitter are a tier 2 level of support. This forum is a customer peer help forum with very little T-Mobile moderation. No one here has access to your account.
I don’t have social media, but I’m also not sure how that would be any more helpful when I spoke to multiple Customer Care people on the phone and they said their system itself wouldn’t let them cancel the order. The last person I spoke to said that the cancel button was greyed out and he couldn’t click it (which doesn’t make sense as my payment apparently wasn’t even processed until like midnight last night, so there should have been time to prevent the payment from even going through.)
Overall the experience with T-mobile yesterday was not good and I am disheartened that a delivery person will unnecessarily be on the road wasting everyone’s time and energy to deliver an item that I have been told I need to refuse delivery of in order to cancel my order. Seems like a very impractical method for handling the situation, but that was what I was told to do by a T-mobile employee after three other T-mobile employees told me that they couldn’t handle anything on their end. This company clearly doesn’t have environmental concerns included in their business practices.
This also doesn’t even include the faff of trying to speak to a person when I’m part of a family plan and apparently only the lead name on the plan is allowed to talk about the plan. This part was excruciating considering I was a T-Mobile customer years before the rest of my family switched over and now I have no control over my own phone service?
Have either of you tried reaching out to T-Mobile through direct message on Facebook or Twitter to see if this can get resolved for either of you?
Just had a similar situation. Went into a store because I had questions about an online offer, which the store didn’t have available, and it sounds like maybe the offer only included upgrading my line on top of a phone upgrade (which I didn’t want to do, just a new phone), so I processed a new phone in store, only to be told I could still try to order an upgrade online for the offer ($200 off with trade in). I went home, tried to cancel the in store order, customer care told me to contact the store, the store told me to contact customer care. Another phone call later I was told that even though my order was placed two hours previous and hadn’t even shipped, they couldn’t cancel it and the only way I could get my money back was to refuse the deliver when the driver arrives… instead of preventing them from arriving in the first place.
The entire ordeal was both unnecessarily expensive and appalling environment practices. Surely someone should have been able to cancel an order instead of having a car on the road?
