WTF T-Mobile!

[GTaudiophile]

I have been a loyal customer for years but today I am royally pissed off with them.

My mother currently has the Even More Plus 500 Talk+Text plan. She wants to upgrade to the Even More Plus Unlimited Talk+Text plan. So, for the first time in a while, I visit the TMO website to guide her through the process and what do I find?

1) They have REMOVED the "Plus" plan listings from their website, telling you that you can learn more by visiting a store. Basically, they are back to pushing their plans on contract known as the "Even More" plans.

2) So I thought I could defeat this by logging in and then navigating to Manage>Change Plan. I was prompted to select my phone. Since I do not have a TMO branded phone, I had to select something similar like the Nokia 6301. (I have a standard, no-frills quad-band GSM candybar Nokia.) Once I selected the 6301, I was presented with the familiar list of Even More Plus plans ranging from the Talk 500 to the Unlimited Talk+Text+Web. So I scrolled down to the Unlimited Talk+Text for $59.99/month, clicked Add To Cart thinking it was all downhill from there until the website prompts me to add a "4G 10MB" data plan for an additional $10/month. There was no option to skip/dismiss this additional cost. WTF!

I hit the back button and then selected the lowest plan, the 500 Talk (no text, no web) and clicked Add To Card. I was presented with the same damned 4G prompt! Hello??? The Nokia 6301 is a damned 2G phone!!!

In frustration I just logged off and told my mom she will need to try calling TMO customer service.

We'll see what happens.

I am disappoint!

/Rant

 

[Bateluer]

Unfortunately, the Even More Plus plans were too popular and TMO wants to down play them.

No idea why it'd charge you a 4G fee though, given that you don't even have a 3G capable phone. Definitely would visit a store or call though.

 

[SunnyD]

I was just on chat with them about their EM+ plans yesterday. Got their full pricing breakdown. Sadly, it's cheaper to go prepaid than even with EM+. $63/month including tax for unlimited voice/text and 2GB of data. $27/mo for 1500 voice/text (shared) and 30mb data.

I was told for EM+ data plans are $10 for 200mb and $20 for unlimited though.

 

[lupi]

And through all this you didn't manage to use the easiest solution of just calling them?

 

[GTaudiophile]

And through all this you didn't manage to use the easiest solution of just calling them?

My mother wanted to avoid this.

 

[Vdubchaos]

You have to understand that 90% of American economy is driven by ignorance.

This is simply marketing, you do realize TMobile is in business of making money right?

Of course they will present you with a 3g option and possibly a new shiny phone, it's how they make money.

 

[Bman123]

Its a business they gotta reel you in to the store show you stuff and hopefully talk you into buying something

 

[abaez]

Choose an even shittier phone. Eventually you'll get one that T-Mobile hasn't flagged as needing a data surcharge and you can change without issue.

 

[PhoKingGuy]

Call retentions, theres no wait and they do anything for you. Its the fastest option.

 

[v8envy]

Call retentions, theres no wait and they do anything for you. Its the fastest option.

No, no they won't. I've called t-mobile retentions twice now (my wife and I were customers for abut 10 years last summer) and all they could offer us were deals from the web page. I am not kidding. The rep said "let me look on our web site to see what we can do..." and proceeded to offer vanilla options from the t-mobile web site. The best she could do was a loyalty $10 off the unwanted premium data plan, with devices being significantly more expensive than ordering through wirefly.

Ordered a Defy during the valentine's day sale and they pre-activated it before shipping, burning 3.5 days of service while it was on a truck. Called them, went immediately to cancel, and ... sorry but them's the breaks. Return it during the 20 days and buy from a local store to fix. If I return it (more likely WHEN) I'm writing t-mo off for good.

T-mo retentions agents are absolutely, positively no ifs ands or buts NOT empowered to offer any kind of deals. At least that's my impression from calling them 3 times in the past six months. Twice as a 10 year "loyal" customer, and once as a "new" customer.

 

[lupi]

they just processed my phone order giving me an instant vice MI rebate and no upgrade cost and added the $10 unlimited family text.

 

[ponyo]

I called and spoke to T-Mobile Customer Care rep couple days ago. I think it was the first time I actually called them in 13 years I've been with them. I called to get warranty replacement on my wife's phone that had died. The rep wanted to charge me $10 for ground shipping to ship me a replacement phone since I didn't have their insurance plan. I argued with her for a bit and she waived the shipping fee. I thought it was absurd you had to pay for shipping. There's no way I'm ever buying insurance on a phone when I get 1 year free manufacturer warranty and another 1 year free from Amex. In 2 years, the phone might be worth $100 at best.

It wasn't the best customer service experience or the worst. I rate it average since I had to argue to get the shipping waived. The replacement phone is working great. It has Feb '11 manufactured date and the GPS on the phone actually works while driving. Pretty much confirms GPS on early production SGS is hardware defective.

 

[onza]

call up retention.

 

[PhoKingGuy]

No, no they won't. I've called t-mobile retentions twice now (my wife and I were customers for abut 10 years last summer) and all they could offer us were deals from the web page. I am not kidding. The rep said "let me look on our web site to see what we can do..." and proceeded to offer vanilla options from the t-mobile web site. The best she could do was a loyalty $10 off the unwanted premium data plan, with devices being significantly more expensive than ordering through wirefly.

Ordered a Defy during the valentine's day sale and they pre-activated it before shipping, burning 3.5 days of service while it was on a truck. Called them, went immediately to cancel, and ... sorry but them's the breaks. Return it during the 20 days and buy from a local store to fix. If I return it (more likely WHEN) I'm writing t-mo off for good.

T-mo retentions agents are absolutely, positively no ifs ands or buts NOT empowered to offer any kind of deals. At least that's my impression from calling them 3 times in the past six months. Twice as a 10 year "loyal" customer, and once as a "new" customer.

I called a month ago, I got a G2 for 50 bucks, a free BB 9780, free dumbphone, 20 dollar per line unlimited data and 1000 shared minutes for 120 a month. I didn't even have to ask for much, I just said give me your best deal as a returning customer.

 

[vshah]

i don't get it...when you call retentions, do you have to threaten to leave?

i'd give em a call if i'd get some sweet deals, but the truth is i'm in no hurry to leave tmobile. and i suck at bluffing...

we've had a family plan with them since they were voicestream

 

[PhoKingGuy]

i don't get it...when you call retentions, do you have to threaten to leave?

i'd give em a call if i'd get some sweet deals, but the truth is i'm in no hurry to leave tmobile. and i suck at bluffing...

we've had a family plan with them since they were voicestream

Nope, I just say give me your best deal as a returning customer and they usually lay it out for me.

 

[ew915]

tell your mom to go straight talk $45 unlimited everything or $30 a very reasonable plan, even page plus gives tmo plans a run for its money

 

[vshah]

Nope, I just say give me your best deal as a returning customer and they usually lay it out for me.

were you on an existing contract when you did this? all 5 lines on my plan are in various stages of an existing 2 year contract.

i currently pay about $210 for 1500 minutes, 5 lines. 4 of them have unlimited data/texting.

 

[shortylickens]

Cancel and let them call you.
When I left Tmobile I got all kinds of offers for about 2 weeks.

Same thing happened with Verizon a couple months ago. I cancelled. That weekend they were bugging me non stop. I got a kickass plan for 30 bucks a month vs the 80 I had been paying. Slightly less impressive service but overall a better deal for the money, especially for me.

 

[alkemyst]

I always wondered why WAMU and Chase didn't have T-Mobile kiosks in their lobby. Even 'free checking' is drying up for those that don't want to carry balances, IMHO it's due to the major increase in customer service issues these things bring.

 

[PhoKingGuy]

were you on an existing contract when you did this? all 5 lines on my plan are in various stages of an existing 2 year contract.

i currently pay about $210 for 1500 minutes, 5 lines. 4 of them have unlimited data/texting.

Its easier if you renew multiple contracts at the same time. Maybe wait for them all to get parity then try and renew? All of my lines are like that.

I've never had a problem getting what I wanted from them.