Other providers may be as bad as T-Mobile, but i only have experience with T-Mobile. I first signed up with T-Mobile seven (7) years ago, and have since added two additional phones for a total of three phones.in February of I called T-Mobile to request our names be added to Caller ID. I was told it would take 72 hours. Three days passed, then a week, and no the names were not there. I called T-Mobile "Customer Care" to inquire. I was told the "computer' listed the names, so it "should" be working, except it wasn't! Over the next weeks, i made multiple call to T-Mobile, as the names had never shown up as I requested. Each time it was the same story, it was in the computer so it should be working. I talked to Customer Care, I talked to Technical Support, nothing happened. I finally gave up.in February A YEAR later, the names sudenly showed up on on three phones. It took A YEAR.
I recently wanted to upgrade my phone to a model to a Blackberry type phone. I visited the local retail store and was told the price, but I noticed that the price for "new subscribers" was considerably less. I asked if i could get that price and was told "NO" that was a special for new cusomters only. I pointed out that I had been a loyal customer for 7 years and asked for that to be considered... Same answer "NO". Now this puzzles me, one would think loyal customers would be given competitive, if not lower pricing, even if a new contract was required. But I let it go. I still have my sames phone.
The latest T-Mobile expereince is with my teenage daughters phone, which I got doe her in December. Expecting it might happen, wen I got her phone, I signed up for a replacement policy, in case the phone was lost or damaged, for which I agreed to pay $5.99 month. Well, it happened, the hinge broke on the phone. So I called T-Mobile to get the replacement. I was told I would have to contact Assurion, the insurance company that cover the phone. After a painful "voice regognition" program, I finnaly was connected to "live person". After confirming all the details, I was asked which credit card I would be using to pay the $70 DEDUCTABLE. I protested and was told that was in the agreement I signed. First of all, I bought the phone online, and just "checked the box", there was no agreement to sign, just the "I Agree" box. I called T-Moble back to complain and was told by the Customer Care rep that she understood my frustration and would check to see what the upgrade price would be for a new phone. I DIDN'T WANT A NEW PHONE, I just wanted the one that I had paid $144 for "Protection Plan" coverege to be replaced, at no charge. And had I paid the $70 deductable, I would then have invested $214 in phone that would be FREE to new subscribers, or to purchase outright, about $150. She told me there was nothing she could do. I asked to speak to her Supervisior. After 3 or 4 minutes she came back and told told me the Supervisior was not avaialabe, but she would have him/her call me back. I have yet to recieve a call. I am shopping for another provider, but as stated earlier, I fear they are all the same, great sell upfront, then lousy Customer Service.
The bottom line, business is not tough, take care of you customers and they will take care of you. This simple precept is seemingly beyond the mangement of T-Mobile.
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