Archive for September, 2011

Likely no shock to anyone, the T-Mobile manager never called back, so the saga will continue.  I’m traveling this week so I’ll post more later, but I’m now even more upset with T-Mobile.  First they lie (by omission) to get me off an unlimited grandfathered data account, and then when caught won’t fix it.  The promised call back by the unavailable manager has not happened.

Great Customer Service not.

More after I call them again.

Wow! What an interesting day.  T-Mobile, they have some over eager sales people there for sure.  I’m upset, very upset, let me tell you why:

I’ve been a long standing customer of T-Mobile, I own a smart phone and have had unlimited data, unlimited phone and a limit of 400 SMS messages.  No problem, I don’t use much SMS so 400 was more then enough.  Then I buy my wife a smart phone with the same plan.  Now the 400 messages are a tad tight but still overall not too bad a fit.  So am I happy to be spending around $200 USD a month for phones, not really but you get what you pay for…..

So a few weeks ago I get a call from T-Mobile, a sales person, they have a brand new plan unlimited data, unlimited phone, unlimited SMS all for about $50-$60 USD  cheaper then what I pay now.  The catch was I have to sign up for a two year plan on each phone with a $200 USD per phone cancellation fee if I quit the plan early.  Hmm, OK I’ve been with T-Mobile for years, I’ve been as happy as one can be with a mobile cell phone service provider, so why not sign up for the 2 years of unlimited data, phone and SMS.  So I did.  All good you say, well yes for about 2.5 weeks!!

All of a sudden I get an SMS message on my phone:

889: Free T-Mobile Msg: You’ve used more then 200MB of data.  Your web access speed will be reduced until 09/10/2011.  Go to http://u.web2go.com/upsell/options.do?src=dus for more high speed access.

So I think this is a mistake and ignore it as I’m getting ready for a trip and am quite busy.  Then a few days later my wife SMS’s me (and is quite annoyed) and says:

hey whats up?  I got this message 889: Free….

Yep, you guessed it, she got the very same message, clearly something is wrong with my unlimited everything deal.  So I wait until the US holiday is over and call T-Mobile from my cell phone.  I explain that I’ve been a T-Mobile customer for years and I’m very unhappy because I was sold this unlimited everything account and it’s not unlimited at all.  The very nice woman checks my account and says yes, you do have a 200MB data cap on this plan.  So I said to her that I felt that I’ve been lied to and want my old account back.  She tells me that my grandfathered account can’t be brought back but she can give me the 5,000 MB account for no extra money.  I explained to her that that was not acceptable, I was happy with my old account and that I felt that I was lied to in order to  get me off the unlimited data account and I would accept nothing less then my old account back,  please get me with a manager or whom ever can fix this mistake on T-Mobiles part.  She politely says that she will have to send me over to the customer retention folks as they are the only ones that can fix this. OK I say please do so, and she does……

I am now connected to another nice woman (MS. G….e T-Mobile employee number 4…3) to whom I explain everything again.  And she says she can update my account to more data but she can not reinstate my old account.  I explain that that is not satisfactory, I felt I was lied to by the original sales person and I would not settle for anything less then getting my grandfathered account back. I said to please transfer me to her supervisor if she could not put everything back.  But amazingly enough, there is no supervisor available but one can call me back within 24 hours.  So I said fine, have the supervisor call me and I would expect said call by 3:40:PM PDT as I’m actually traveling in California  right now.  I also tell her I would be blogging about this and would further blog if the call is late.

So, how many of you folks have been treated poorly by a mobile phone company?  I’m feeling pretty abused by T-Mobile at this point, it would be easy for them to put my account back to the prior really unlimited data plan, they just don’t want to.  I’ll update this tomorrow after I get my call back, hopefully T-Mobile, hopefully they will do the right thing, but who knows?