false_Aest
07-01-2017, 04:58 PM
<rant>
So I've been with T-Mobile for 13 years. (Marriages last, on average, 8 years in the US. Car ownership is 6. House ownership is 5.9. so my Googlebox tells me)
I just got a notification from Virgin Mobile that they're doing unlimited talk/text/data for $20/mo less than T-Mobile. On top of that, if you buy an iPhone (6 or 7) through them you get the first year for $1.00.
Quick math tells me that I'm essentially saving $100 this year (and I get a new phone) and then I save $240 each year after that.
So I do the responsible thing: I reach out to T-Mobile to see if they can throw me a bone . . . because 13 years is a long time.
Transferred 4x. On hold for 53 minutes. Only to have a snotty dude say, "Yeah, thanks for being with us for so long but we can't do anything." I ask, why was I transferred so many times. He doesn't know. I ask if he is the manager the previous person said she'd talk to. He said no. I ask why did it take so long for someone to tell me "No." He said he doesn't know.
I say, "Cool. Now I'm annoyed enough to not only cancel my plan but to tell everyone I know that has T-Mobile about Virgin's offer. He basically says, "Go ahead."
I reach out to T-Mobile via Twitter. 4 hours back and forth with them. Ultimately another "No." (I guess I really wasn't expecting any different). But here's the thing(s):
1. I work in customer service/tech support. I promise you, there is always something that can be done. I have literally overnighted a bicycle to a parent because it was the kid's 10th birthday and the frame was damaged in shipping. I've warrantied bags that were clearly abused because someone was just so stoked to have one of our products. Anytime I've been called on it and asked for a reason: "Customer service = customer loyalty."
2. If the answer is definitively "NO" tell me that up front. Tell me that within 20 minutes. I'll probably be upset but I wont be as upset as ---->
3. I would be after wasting hours or having some snot tell me "Sorry SOL."
4. The only way I would've stayed with T-Mobile is for them to match the plan or offer me something of equivalent $ value. Before today's experience, if Virgin ended up being a P I T A, I would've considered going back to T-Mobile. Instead, T-Mobile will be the last company I'd consider doing business with.
5. I'm now annoyed enough to let my friends/family know about my experience. Again, hearing "No" is one thing. Wasting my time is another.
----
Other parts: I broke everything down for the customer service reps. Down to the penny. The last rep said, "You have really done your research!" Then proceeded to ask me, "Have you been able to view Virgin Mobile's coverage map? That will be a super important factor for that decision!"
Maybe I'm looking for a fight now but . . . If I broke it down to the penny don't you think I would've checked coverage as well?
ok.
</rant>
So I've been with T-Mobile for 13 years. (Marriages last, on average, 8 years in the US. Car ownership is 6. House ownership is 5.9. so my Googlebox tells me)
I just got a notification from Virgin Mobile that they're doing unlimited talk/text/data for $20/mo less than T-Mobile. On top of that, if you buy an iPhone (6 or 7) through them you get the first year for $1.00.
Quick math tells me that I'm essentially saving $100 this year (and I get a new phone) and then I save $240 each year after that.
So I do the responsible thing: I reach out to T-Mobile to see if they can throw me a bone . . . because 13 years is a long time.
Transferred 4x. On hold for 53 minutes. Only to have a snotty dude say, "Yeah, thanks for being with us for so long but we can't do anything." I ask, why was I transferred so many times. He doesn't know. I ask if he is the manager the previous person said she'd talk to. He said no. I ask why did it take so long for someone to tell me "No." He said he doesn't know.
I say, "Cool. Now I'm annoyed enough to not only cancel my plan but to tell everyone I know that has T-Mobile about Virgin's offer. He basically says, "Go ahead."
I reach out to T-Mobile via Twitter. 4 hours back and forth with them. Ultimately another "No." (I guess I really wasn't expecting any different). But here's the thing(s):
1. I work in customer service/tech support. I promise you, there is always something that can be done. I have literally overnighted a bicycle to a parent because it was the kid's 10th birthday and the frame was damaged in shipping. I've warrantied bags that were clearly abused because someone was just so stoked to have one of our products. Anytime I've been called on it and asked for a reason: "Customer service = customer loyalty."
2. If the answer is definitively "NO" tell me that up front. Tell me that within 20 minutes. I'll probably be upset but I wont be as upset as ---->
3. I would be after wasting hours or having some snot tell me "Sorry SOL."
4. The only way I would've stayed with T-Mobile is for them to match the plan or offer me something of equivalent $ value. Before today's experience, if Virgin ended up being a P I T A, I would've considered going back to T-Mobile. Instead, T-Mobile will be the last company I'd consider doing business with.
5. I'm now annoyed enough to let my friends/family know about my experience. Again, hearing "No" is one thing. Wasting my time is another.
----
Other parts: I broke everything down for the customer service reps. Down to the penny. The last rep said, "You have really done your research!" Then proceeded to ask me, "Have you been able to view Virgin Mobile's coverage map? That will be a super important factor for that decision!"
Maybe I'm looking for a fight now but . . . If I broke it down to the penny don't you think I would've checked coverage as well?
ok.
</rant>