I've been a T-Mobile customer for five years. I have always been happy with their customer service, and with the company in general. That is until last fall when I returned a defective phone and got stuck in a cycle of exchange wherein I received a series of broken devices. The entire process lasted almost two months and required a ridiculous amount of time on the phone. I complained publicly, and I think it was right to do so.
This debacle was obviously caused by a logistics problem in the T-Mobile exchange center, and I'm sure they've ironed it out. I eventually got a brand new phone, and a discount on texts for my trouble. Things were fine, but I still had a bitter taste in my mouth from the hassle. Well, I have to hand it to the people at pink because they've won me back over. And since I was pretty open with my dissatisfaction before I think it's only right for me publicly applaud their efforts that brought me back into the satisfied customer fold.
I called in today with questions about their unlimited plans for loyal customers. I also needed to kill my data plan like I did my phone. After speaking with a couple of very nice folks (who confirmed that T-Mo really is making life as easy as possible for iPhone unlockers - how cool is that?), I decided against the plan upgrade for the time being.
Before getting off the phone, I asked out of curiosity when I would be eligible for another extension/upgrade. The answer was July of 2010. Now before I tell you what happened next, let me remind you that I exchanged five devices in a two-month period. At least I think that's the number - it got confusing after a while. I don't want people to get the impression that they can call up T-Mo and get whatever they want. That's not the case so please don't abuse their generosity. But for my trouble, they bumped up my renewal date... considerably.
This kind of flexibility, coupled with friendly, knowledgeable service, empowers great employees to fulfil their daily mission at work. I couldn't possibly estimate the number of times I found myself wanting to do more for a patron than I was allowed in my days of customer service and tech support. Impotence breeds apathy. So I just want to thank T-Mobile. Their agents are given the tools and freedom they need to do their jobs properly. That's not nearly as common as it should be. T-Mobile really has gone above and beyond to make me a happy customer. And I am.