I cannot recommend T-Mobile to anyone any more. Their biggest liability is their customer service infrastructure, which is manned by the same, poorly trained, helpless, and degraded staff as always. In a recent debacle where they forced me into a new plan but promised (in writing) it would only be $30/m. In reality they forced me to a $70/m plan, and customer service was totally helpless. They knew nothing of the forced transition plan, or the letter I had received. Even the executive response team could only force through 2 months of free service rather than honoring their promise.
While I respect the PR they are going for, the reality falls far, far, short, due to years of 'cost management' minded outsourcing and hamstringing of customer service. You simply cannot remake a company if you don't eliminate the cruft of crappy infrastructure. Perhaps they could hire someone from Zappos to start fresh.
While I respect the PR they are going for, the reality falls far, far, short, due to years of 'cost management' minded outsourcing and hamstringing of customer service. You simply cannot remake a company if you don't eliminate the cruft of crappy infrastructure. Perhaps they could hire someone from Zappos to start fresh.