Awful Launch for a giant telecom, wow! Management at least is willing to right things.
visited a corp t-mob store, wanted to buy TWO ipad airs, they butchered the sale, as the rep and store MANAGER wouldn't budge. They insisted I had to purchase a 20 dollar data plan to be able to finance the ipad air. employees like this prob cost the company millions if this same bs goes on in every city across the US.
Came home decided I'll just get the 200 meg free offer for an ipad2 i already owned, and see how t-mob's service is, etc. So now I need to call them to get a sim and sign up....
I spent 45 minutes on the phone with t-mob, I had to inform the rep about the details and whatnot, they didn't have a clue. In total, I spent about 20 minutes on hold. Finally the guy gets back, says "I found it, we have printouts, and it isn't in the system yet"....
So I provided my info, he signed me up, and while he was asking me the final three consent questions, I asked after each one, "so there is NO Monthly fee correct? I ONLY consent if that is the case." He verified each time that my monthly bill will be zero (i know they record and keep that part of all activation). He charges my credit card $1.08 for the micro sim, I thank him, he gives me a order #, we hang up. I check my email and to my surprise I'm on a $20 a month plan. I didn't make anything big of it, since I imagine if their reps don't know about the program, their computer systems might also be ill prepared to process these new orders.
So I phoned back, asked for manager, then asked that manager for her manager, and got put in touch with Janet, who was pretty awesome, she knew right away that there was an error, and went as far as to say "i'm so sorry that your first experience with us was so frustrating, we will make right, I will leave your 500 megs+200 and your account will be credited indefinitely to $0 due monthly." I kindly declined her offer, stating I'm not looking to capitalize and I'd really just like to have the free 200 megs. She said my account will be fixed by Monday mid-day and she'll reach out to me to explain what happens. She said the way their systems are currently set up, I have to be on a 500 meg plan , as there was nothing else to sign me up under, but I'll be getting that credited back. And she doesn't think she can eliminate the 500 megs of data that plan will provide.
She also mentioned she had been briefed on the new plan on 10.26 and she had already spoken to about a dozen other customers with the same issue.
FWIW.
