When T-Mobile Customer Service Fails

Here's How to Make the T-Mobile Corporate Office Listen

A legal option that can get T-Mobile to listen — and get you compensated.

It’s easy to feel like David fighting Goliath when a company you’ve done business with doesn’t live up to their promises.

This feeling is even worse when a company like T-Mobile made a mistake that cost you money. You need their service, or you are bound by contract, so you have to pay the bill even if it is was wrong, and then deal with filing a T-Mobile claim later.

But when “later” comes, you get left with phone calls that are nothing but hours of hold, automated messages, and employees with no power to fix it. So you turn to email, but that ends up down a black hole. You make the request to speak with someone at T-Mobile headquarters, but even that gets ignored or just takes too long. You need help with your T-Mobile claim now, not years from now.

What can you do other than feel like a chump who was taken advantage of?

Use arbitration to settle your complaint with T-Mobile

Doing business with a big company like T-Mobile can leave you feeling powerless especially when you try to file a T-Mobile complaint or a claim to fix the issue only to realize that your user agreement with the company has a forced arbitration clause that prevents you from taking them to court.

Worse, still, is that you are probably limited where you live, stuck with their service because there aren’t other options or bound by a 2 year contract you entered into before you realized their customer service left a lot to be desired.

But, that forced arbitration clause can be used to your advantage…

Arbitration helps you get a satisfactory solution for your complaint against T-Mobile without having to sue the company. When you request arbitration, the company has to do a lot of work and they lose control of the outcome. During arbitration, an independent individual (the arbitrator) is appointed who is familiar with the type of situation involved. The arbitrator has to be impartial. The arbitrator looks at the facts presented by both sides and makes a binding decision.

Arbitration is fair, just, and transparent-you know what’s happening the entire time

Arbitration handled by the American Arbitration Association® comply with the Statement of Principles of the Consumer Due Process Protocol which means:

  • The process must be fundamentally fair to all parties including the appointment of impartial, competent, and qualified arbitrators who conduct fair hearings.

  • A reasonable standard is applied to the arbitration process including the standards for access to relevant information, timing and location of the arbitration, and cost.
  • The transparency standard requires clear arbitration agreements that include all the necessary information and give each party the ability to hire their own representation.
  • An alternative to arbitration, in the form of small claims court and, in some cases, mediation, should be available.
  • The process should be just and allow the arbitrator to award the same relief that would be available in a court of law in a binding decision.

Arbitration gives you leverage

Leverage means you have something that makes T-Mobile listen to your side of things. In this case, when you put a company like T-Mobile on notice that you are going to pursue arbitration, they know they are going to be required to pay expenses out of pocket. That extra cost and the fact that they may lose and have to give you what you are asking for on top of the expenses they pay for the arbitration process are forms of leverage.  Once T-Mobile knows they are going to incur an expense, they become more willing to meet your demands if your demands are reasonable.

If T-Mobile doesn’t meet your demands, you can get a reasonable, fair, transparent, and just hearing without spending any money by using FairShake to help you file for arbitration.  Our help doesn’t cost you anything unless you win.

You don’t want to bring a nuisance case because you could be held responsible for the company’s costs if the arbitrator believes the case is frivolous. But if you have a real complaint, you shouldn’t have to worry about the possibility of having to pay the company’s costs.

Leverage leads to faster settlements

Once you begin the arbitration process, the company loses the advantage and using your leverage you can often receive a faster settlement. You are on an equal footing with the company because the neutral arbitrator will view both sides of the issue without bias. The first step to give you the leverage you need to resolve your complaint is for you to formally raise your problem with T-Mobile.

And FairShake helps you do so. We will send a demand letter to T-Mobile corporate offices to start the clock on them to resolve your case before you can file arbitration (usually 30 days but this depends on the length of time required by the arbitration clause in your contract).

In about half the cases, the company’s headquarters makes an acceptable settlement offer during this period and the matter is resolved without going to arbitration. If they do not offer you a reasonable settlement during this period, the next step is to file the case with the American Arbitration Association. FairShake will put together the official arbitration paperwork for you, and help you take the next steps.

Do I need an attorney?

If your case reaches arbitration, you might consider whether to hire an attorney. In some cases, where your T-Mobile complaint or T-Mobile claim has to do with a specific law that was broken, you can usually get compensation on your own, in high amounts. In legal terms an individual without an attorney is bringing their claim “pro se.” If you decide to move forward without an attorney, you’ll want to read the information available from The American Arbitration Association’s Pro Se Case Administration Team.

But if your T-Mobile complaint has to do with a more complicated issue like a Federal law like robocalls or improper debt collection attempts, the assistance of an attorney can help you maximize the value of those claims.

What can I do next?

Begin the process by letting us know below about your complaint against T-Mobile. Let FairShake take the frustration of dealing with a big company off your to do list and help you get the satisfactory solution you deserve.

FairShake offers a 100% satisfaction guarantee. If you are not satisfied with our services, you will not owe us anything.





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