Thursday, October 04, 2012

T-Mobile, can you do anything right?

I really want to like T-Mobile. They are low-cost, and relatively less evil than the likes of Verizon when it comes to screwing with their smartphones and doing generally annoying things to their customers. But honestly, they screw up so much. 2 rebates in a row, they gave me the wrong form, I had to call in to get it fixed. A couple of different promos, they told me I wasn't eligible, I had to get the store reps to escalate to convince themselves I was. Then when I got the free Father's Day Data promo, I had to call every single month to get them to give me the credit. Each time, the rep swore up and down they had fixed the problem, but they never did.

Then there was the time I upgraded 2 lines to unlimited minutes, but they put it on the wrong 2 lines, resulting in the classic shock-inducing $2000 phone bill (of course they fixed it, but another call, another story to the CSR). Or screwing with my grandfathered data plan when I upgraded the line...they switched it back when I complained, so now that I think about it, that is probably deliberate corporate evilness (let's see if customer notices), rather than CSR mess-up.

Here's the latest...just received a new Galaxy S3 for Beth. But it takes the new micro-SIM, so I can't just swap her old SIM into this phone. I have to call to activate the SIM they sent. Okay, that's a bit inconvenient, but reasonable and no alternative. I call, get through quickly, rep understands my request, and after the perfunctory attempt to up-sell my data plan, he puts it through. Except...

Except what he did was transfer my line to the new SIM card. Doh! I assume this happened just because my line is primary. He saw that we had a Family Plan, wouldn't it have been a good idea to be sure he know which line to move?!

Okay, so that's annoying, but I figured a call back should solve it. After explaining the situation about 3 times to the polite but somewhat clueless rep, and waiting on hold while she asked her supervisor, they asked if it would be okay if I went to a Tmo retail store to get a free replacement micro SIM. Well actually, no, it's not okay. Of course, that was just CSR-speak for "I can't help you you're gonna have to go pick up that micro-SIM". Not happy.

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