Monday, February 2, 2009

T-Mobile: How to lose a customer in 3 months

I've been a customer of T-Mobile for nearly 5 years. I've tried the other carriers but something has always brought me back into their fold. Maybe it was the cheap rates, the great customer service, or how they really seemed like a different kind of carrier: one that actually wants their customers to be satisfied. Now, after 5 years of loyalty, I have come to the point where I will probably pay their early termination fee and jump ship to either AT&T or Verizon. What's even sadder, however, is that I've reached this point in a mere six months.

Since July, I've been through four Blackberry Curves.

Since July, every single phone that T-Mobile has sent me has had problems:

Phone #1: The USB port stopped working.
Phone #2: The wifi stopped working
Phone #3: The keys stuck
Phone #4: The phone randomly reboots.

Each of these problems necessitated a phone exchange and all of them happened within three months of each other. Every time I exchanged my phone, it meant going at least 3 days without phone service.

I strongly suspect that the current phone (#4) fried my SIM card so that meant nearly a full week without phone service.

What did T-Mobile offer me for all of this trouble? Nothing. Nada. Zip. Zero. Well, that's not totally true I suppose: they did waive shipping costs of the new phone "because I am a loyal customer". WHAT? So if a NEW customer were having this problem they'd be treated even worse?

WTF, T-Mobile? Where has your customer service gone? You are OBVIOUSLY about to lose a LONG TIME customer and all you can say is "sorry"? Not enough. Not nearly enough. I expected better and you'd failed miserably.

This love affair is quickly ending badly.

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