Like many others I was enticed by T-mobile's all phones are free weekend, so I went on their website and ordered a phone I thought I wanted, signing up for a 2 year agreement, switching services from, with who I've been for five rather complaint free years.in the morning (mind you this was Saturday so no way the order has shipped yet, as the matter of fact the status said still processing), I realized I had made a mistake and ordered an older model of the phone that I had in fact wanted, but since both of them were free on promotion, I figured I'd call customer service, and they'd switch it no problem. How wrong I had been.
After being placed on hold with t-mobile customer service for over 15! Minutes, a seemingly polite male representative answered. He prompted me to give him my order number, and upon putting it into his computer he had told me it's been "placed". I said I was aware of that because I had placed it last night (very late last night), and since it was Saturday and it clearly hadn't shipped yet, all I wanted to do was switch phones.
To this he responded with what sounded like a very rehearsed, "there's nothing we can do"; he told me I would have to refuse shipment and order the phone I really wanted once the original order had been returned; which would be just fine by me, had the phone I wanted been free, however, by the time I shipped the unwanted item back, it would return to its regular price, which is not inconsiderable. So after I explained all this to him, he repeated his previous statement word by word.
I asked him if a new 2 year contract and a new customer meant nothing to the company, and said that if it wasn't for the phone I wouldn't be switching from in the first place, regrettably, the man did nothing to console me, nor offer an apology of any sort, just stuck to his "there's nothing we can do" line. On that note I hung up the phone, disappointed at not being able to get a new phone, but somewhat content that I will in fact be staying with a company whose customer service actually cares about their customers.
Sorry, allowing you to give a competitors name would instigate others to just file against their competition, to only come back later to suggest their company. Plus, if you post a competitors name more than likely they will show up on search engines as a Rip-off! - - your comments on this policy are welcome.
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