A Somewhat Surprising Response from T-Mobile Customer Service

[marfaboy]

My wife and I have had a T-Mobile account since 2005, and currently we each have BlackBerries - she replaced a Motorola Razr with an 8520 in April 2010, and I've had my 8900 since April 24, 2009. My once-dependable 8900 has been acting up lately, and I anticipate that it will be going to BlackBerry Heaven soon, so I called T-Mobile to determine if I had any options for replacement or upgrade.

The representative I spoke with, "Angela" was very nice, and told me that my only option at this point was to upgrade (this being based upon how old my 8900 was, and the fact that I didn't carry the $5.99/mo insurance option). I told her that I was interested in the 9780, and she explained that I could certainly upgrade to that phone, but that the price to do so now was $184 ($449 for the phone - $50 rebate - $265 rebate). However, if I wait until the two-year anniversary of my 8900 purchase (4/24/2011) I could get the 9780 for $79 ($449 - $50- $320), a $105 difference.

I asked if there was any flexibility in this matter, and would they consider extending the full rebate to me because of my 6-year customer history with T-Mobile? She connected with another department, another representative listened to my story, and explained that he would have to ask his supervisor for permission to do so. After putting me on hold for a couple of minutes, he returned and said, basically, "no".

I really didn't expect this, especially after reading about some of the leeway that T-Mobile had granted other posters on this forum. Be assured that I was as nice as possible, and at no point in my conversations with either of the T-Mo representatives was there anything but the utmost courtesy between us.

Hope my 8900 holds out for another couple of months.....

[MattMJB0188]

Their customer service has gone down hill lately. Couldn't you call back in and threaten to leave? You were speaking to someone in the loyalty department right? I would try again and maybe try another supervisor and see where that gets you.

Good Luck!

[UA1VM]

The same thing happened to my brother as well. He thought maybe they would give him some leeway for being a loyal long-term customer but decided to risk him going to another carrier in a couple of months rather than give him a bit of a deal on a phone.

[ralfyguy]

I am thinking about jumping ship too. T-Mobile is the only service provider in my town that's still on GPRS. Everybody else is on 3G. I am sick of this slow stuff. My 9700 is basically just doing phone calls.

[MattMJB0188]

Originally Posted by ralfyguy

I am thinking about jumping ship too. T-Mobile is the only service provider in my town that's still on GPRS. Everybody else is on 3G. I am sick of this slow stuff. My 9700 is basically just doing phone calls.

I know the feeling. Only EDGE here and I've called and called. Ya gotta love Wi-Fi though

[bigtime2]

Call right back and talk to another agent. I'm sure you will find someone who will give you the full discount. If that doesn't work then try going to a T-Mobile store near you and talk to a manager there, who may give you the full discount.

[ctrad45]

I know I'm going to get killed for this but...

The OP is angry because they couldn't get a 2-Year upgrade they weren't due yet?

Don't see the problem...

Posted from my CrackBerry at wapforums.crackberry.com

[marfaboy]

Originally Posted by ctrad45

The OP is angry because they couldn't get a 2-Year upgrade they weren't due yet? Don't see the problem...

No "problem", dude - the OP (me) is disappointed because the typical 2-year plan lasted longer than the lifespan of the phone, and T-Mo doesn't seem to want to let a mere two months remaining on a contract slide for a 6-year customer.....

Understand?

[ctrad45]

I understand what you percieve as a problem... I'm going on 7 or 8 with T-Mo. I wouldn't ask for something I wasn't due. I had an issue with my 8320 awhile back. It got sent in 3 times for repair. After many issues T-Mo offered me an upgraded phone (9700) a little before my time was up... I never asked for that but it was nice of them to do this.

I think that the whole "been a loyal customer for x many years so I deserve something" excuse is a little worn out when it comes to customer service... You've paid your bill, they've provided service. Contract fulfilled..dude.

Posted from my CrackBerry at wapforums.crackberry.com

[marfaboy]

Originally Posted by ctrad45

I wouldn't ask for something I wasn't due. I had an issue with my 8320 awhile back. It got sent in 3 times for repair. After many issues T-Mo offered me an upgraded phone (9700) a little before my time was up....

I'm sorry, but I fail to see how your situation differed appreciably from mine. Suppose T-Mobile had NOT offered you the free 9700 before your contract ended, expecting you to cripple along with your faulty 8320?

I'm willing to pay for a replacement phone with two months left to go on my contract.....

[ctrad45]

Its not their fault the phone broke. You're not "owed" anything. And I didn't "ask" for anything. If they didn't offer I would have been an adult about the situation and figured something out. Again, just because I'm a "long time" customer doesn't mean I get any perks.

I pay my bill. My wireless service works. Terms of contract fulfilled.

I see a lot of customers lately who get incredibly petulant and demand something when they're due nothing. Its getting pretty sad and pathetic.

Posted from my CrackBerry at wapforums.crackberry.com

[marfaboy]

Okay, look Mr. "I Obviously Enjoy Taking It in the *** from Corporate America" - you're missing the whole point of my post. I was merely remarking how surprised I was at T-Mobile's response to me regarding my request to purchase a new phone to replace my ailing 8900 at a reduced out-of-contract price. This was based upon the many posts in this forum about how generous T-Mobile can be in such matters. You yourself noted that you were upgraded to another phone before your contract ended, right?

I'm not being petulant or demanding - I'm just relating a story about how T-Mobile reacted to me in a manner that wasn't as lenient and customer-endearing as with other similar situations I've read on this forum.

Jesus....go have a mimosa or something.

[ric25455]

Yeah I would call them back definitely. You just got someone who was having a bad day. They will help as much as they can, I just got 2 full upgrades and free Blackberry 9780 cause the Motorola Cliq is plagued with problems. I was a year in on the 2 year contract on one line and I've been a customer for 12+ years.

[ric25455]

Originally Posted by ralfyguy

I am thinking about jumping ship too. T-Mobile is the only service provider in my town that's still on GPRS. Everybody else is on 3G. I am sick of this slow stuff. My 9700 is basically just doing phone calls.

I can't get 3G service anywhere than the city and I barely get it here at home.

[SandAngel]

I recently got an upgrade for a line that was about a month and a half early. I went to a Tmobile Corporate store and they called in and asked and it was no problem. I guess I should also mention that I NEVER pay late .
I think if you pay on time.... Why not just wait until it's a little closer and try again. You said the phone is still working so just wait a little longer.