what a crock of bullspit. I hope T-Mo burns in He11 and rots!
effing effers...

I am a technical guy, and I work in a call center myself. I know what it is like being on the phone working with Customers on a daily basis. I first thought it was something that would get fixed, and I would be happy. It got frustrating when every time I called they had me do the exact same troubleshooting. Master reset on phone, reset on the tower. It's like they weren't taking any notes on my account at all. No force in the world could have persuaded those people to try something different. Oh I eventually got an answer. It was "Yes sir, you will have to reboot your phone each time you encounter the connection loss. It is normal to have to do that." Believe me, I called back several times, and talked to many supervisors after hearing that one.

I have no issues now. I emailed their Executive Customer Service (got the addy from Consumerist) and they let me out of my contract ETF free!

So yeah, not a good experience. I worked with them as long as I could. I escalated as much as I could. It clinched it in the end when they refused to do anything else for me. I got no compensation for days of outages, no offers to compensate me for any of my problems except half off on a new phone that they said would have the same issues.

They are just a big business like all the others, and will screw you if they can get away with it. It's not that I put AT&T so much above them, it's just that I can live with the problems I have with AT&T and not with TMobile.

I've had nothing but good experiences with their customer service. Their phones, on the other hand...

I would still be with them if they had a 3G network that worked with any phones I want.

Now with ATT. Unlimited internet for $15 a month using my Experia and soon my M900.

GPS has nothing to do with network. The GPS works without a network. It works without a SIM.

Are you sure you are someone who knows what they are talking about?

Jailbreaking does not allow the phone to accept non-AT&T SIMs. It allows the phone to accept non-App Store applications.

Unlocking allows the use of non-AT&T SIMs. Many post-ZiPhone jailbroken phones were also unlocked just because the software would do both with the click of another checkbox. While your coworker may have simply said "I have a jailbroken phone" the fact that it didn't pop an "Invalid SIM" message means it was unlocked too.

Meanwhile, my hubby still has his T-M phone and because of that we got their @Home service. $10/mo for VOIP. Free national calling. It's awesome.

[web5.twitpic.com]

This is the reason I am with T-mobile. I've always told all of my friends that the customer service I recieve from T-mobile is the greatest. They have done so much for me, that I will probably never switch.

@chris_d: true about the app software, however, a jailbroken iphone will still accept a T-Mobile SIM card, regardless of if the phone is technically unlocked or not.

Guy I work with has an iphone that's jailbroken (or was...he reset it back), and to make a point to one of the supervisors who didn't believe us that it would work with a T-Mobile SIM card, we took his AT&T SIM out, then put in the SIM of a girl who had T-Mobile. I then called her phone number, and it rang on his iphone. then, just for kicks and giggles, we put my AT&T SIM card in his iPhone, and did the same thing. Then replaced his SIM card. didn't have a single problem with any of the SIM cards on his jailbroken iphone.

Granted, my cell phone reception isn't always the best, but I won't be switching away from T-Mobile any time soon unless I have to, because they've always treated me and my family right.

That, however, ended when my wife inherited a 2g iPhone and we tried to add even the Web To Go plan. Every CSR we've spoken with has somewhere in the conversation said "it looks like you're using an iPhone so we can only activate the $29.99 data plan for your phone" and sticks to that line despite any amount of pleading, debating, pointing out, etc.

We'll stick with TMO but ... it sure would be nice if they would charge the same for unlocked iPhone data as they do for a supported Samsung model's data.

I'm confused, so you were angry that the CSR tried to sell you a G1 over the iPhone and then the "unlocked" iPhone on their network bit? I don't quite see what's so annoying about that unless she was harassing you for more than a few minutes.

If that was really your problem then do yourself a favor and star away from car dealerships, the TV section of any big box, and especially any swamp meet or farmers market.

Seriously, businesses sell stuff. Thats how they stay in business. If T-Mobile didn't sell phones/plans they wouldn't be a very good phone company would they?

I think a lot of the problem is that certain centres don't hold themselves up to the same standards as others (which I think that along with the financial crisis is why TMobile is internalizing). Our centre is/was so good that phone dealers would actually hang up on us once they heard our repID, because they knew that we weren't going to let them screw the policy system over so they can earn commission.

Did you do any follow-ups on the reps who were not helpful? What was the nature of the problem that you had when you were phoning in. Often users can't really explain things right and it gets frustrating to the rep, which in turn makes the caller frustrated as well.

I have had T-Mobile since 1998 or the Powertel days ( Powertel to Voicestream to T-Mobile) and can echo alot of others sentiments that they have great customer service even when things get messed up a little.

Even years ago I called to get a free new phone (which extended a contract of course.) They said they would send phone model #1234 but when it arrived it was a phone model #5678. When I called to get an RMA to send model #5678 back they asked me why I had thought I was getting model #1234 and all I had to say was "That is what the customer phone sales/service rep had told me." That alone was enough to issue an RMA- no fighting about it.

My spouse (2nd) and I recently got a deal via CostCo celluar vendor to transfer her account to TMobile to my account under both the Costco vendor promotion and my loyalty plan- free phone plus the loyalty plan plus the loyalty transfer credit. Win for Tmobile.

Lulz your name is Spammy, and you posted a link to a website

The reception, however, hasn't been the greatest. Ah well, I'll deal. :)

That's why, despite the fact that their phones aren't the bleeding edge they should be (Save G1) I remain with them. Coverage for me has been better than Verizon.

RT
www.privacy-web.net.tc

Or GE and the Sheinhardt Wig Corporation :)

Customer service has been wonderful for years.

I have a grandfathered plan on the G1. They didn't make me change it. Full internet, 400 text msgs and 400 shared minutes for 2 phones for under $100/mo.

I wonder how long it's going to take for them to fix it.

I used to work for TMobile. They are all about doing whats right for the customer..within reason of course. I no longer work for the company, but I still have my service through them - they have the best customer service and rate plans to fit my needs!

I moved and then got my line on my fiancee's phone plane with T-mobile. There was a few problems but they got ironed out at the kiosk. I just wish tmob would roll out the 3G network where I live. If they would of had that available, hands down I would of got a G1. Now I guess I have to wait for the G2.

The problems would be if the phone is locked to only accept a certain companies SIM card, but there was an exception to the DMCA that made hacking the phone to get past this legal, and possible early termination fees that the original buyer of the phone might have with the other carrier.

Unlocking is breaking the exclusive-carrier lock so that you can use a different SIM card.

@STrRedWolf: You apparently haven't heard of jail breaking the phone.

And technically, T-Mo does NOT support the iphone in the US. Yes, they do over seas, because as you mentioned they are the exclusive carrier there. However, T-Mo US is showing that, thought they don't officially support the iPhone here in the US, they will do what they can for those users who have it.

Story should, with all these iPhone 1st gen's comming out of contract, AT&T and Apple need to provide unlocking codes.

I agree they coverage may not be the greates, but luckily for me, in Chicago, they have excellent coverage. Unlimited minutes for $50 can not be beat.

(and adambadam, I agree with you that this should be a big deal, but like you said it is the current state of our cellular communications in this contry)

At the end of the day though this should really not surprise many. Someone was paying for a service that was working before and a change on the service provider's end caused for a glitch. They corrected their problem and made amends for their mistake. I guess the fact that this is even newsworthy is just the state of society.

@bravo369: you cant sue for supporting something you dont have to. ATT/Apple may have a case if t-mobile started advertising that the iPhone is available on the t-mobile network, but just allowing it to work isnt a big deal legally.

During my 7 month stint with TMobile, I called their customer service and support no less than 15 times. Those level 1 techs and supervisors are idiots. If they had any customer service sense about them, my issue would have been resolved at their level.

If you go the extra mile and contact their executive customer service, they will be helpful. I don't feel it should have come to that.

it makes sense for them to support it. otherwise people will switch back to at&t if things stay broken. Although i wonder if t-mobile actively supports the iphone whether at&t can sue somehow and for some reason.

After I didn't bite, she explained to me that I could use an iPhone on T-Mobile's network (which, of course, wouldn't provide 3G speeds, GPS, etc.). I'd just have to buy an iPhone and get it unlocked. I told her no thanks -- but what if someone who didn't know what they were talking about would have called? "OMG, I caaaaaaan use the iPhone?!?! Thanks!"

I also at one point called and spoke with a different CSR who told me his current cell was an unlocked iPhone on the T-Mobile network.