Let me tell you a story. One of the first places I went when trying to get my father’s affairs in order was to T-Mobile. It ended with me being told I couldn’t be helped. It was funny to me because the state of Virginia and the banks had decided I had all the authority in the world to manage my father’s estate, but T-Mobile looked at the death certificate and the letter of authorization from the circuit court and told me that gave me no authority to make changes to the billing information on the account.
Here is another story. I run a business, mainly, through my cell phone and I currently do not have a working cellphone. I have no cellphone that works. The speaker on the physical device is broken.
At some point in time some salesperson screwed us over well and good. I don’t even know how it happened. It was probably promises of free phones and we didn’t listen to all the changes we would have to endure. Now I don’t have the insurance on my phone that I always had, we have two extra lines tied to no phones, and I am stuck with this useless pile of crap for an undetermined amount of time.
I remember a time when a customer would walk into a store with a problem and a sales associate would solve it or try to solve it. The worst thing you can say to a customer is I can’t help you. It is a surefire way to piss them off. Just read one of the one star reviews for Stable Hands.
It’s through those hard lessons that we learn, but T-Mobile has no one that is going to learn. They aren’t a business run by anyone local or anyone that cares. They are just another big box retailer that provides a necessary service and wants to take advantage of people.
I got thanked several times yesterday for being a loyal customer, but in none of my in person or over the phone experience was any true gratitude shown, because at the end of the day I still have a broken phone and a plan I don’t want.
David Huzzard Writes 