T-Mobile Wins This Round

I haven't complained about T-Mobile much on this blog, but instead have made my complaints known on social media, specifically Google+. I've had numerous problems with their network and have called to complain countless times. I have troubleshot with their CSRs and Tech Support, changed out my SIM for a brand-spanking new one, and downloaded apps I was told (by T-Mobile retail staff) would help stabilize my network connection.

Today, on my monthly sojourn to the T-Mobile store to pay my bill, I again mentioned my dissatisfaction with my bill of roughly $90, and the non-consistent service I've been getting for a while. I ca literally sit in one place and and watch as my service goes in and out, or be using my device and in the middle of adequate service, the entire voice and data connections is lost.

These aren't isolated event, but happen multiple times a week across a large span on geography. Yes, when I'm near the outskirts of town or in a smaller area further away, I understand the service will be less than stellar, but when I'm in the middle of everything, just two miles from an interstate and mere miles from a large office park, I expect better service.

For months all I've been hearing from T-Mobile is "buy a new phone." "Update your device," or (and I love this one) "Use wifi and Wifi Calling."

Um, wait. You're answer to me is to use a service other than your own when I'm paying roughly $90 a month? Then why on Earth do I have your service? Why don't I change carriers?

Anywho, back and forth over months and my friend suggests I change to Sprint. She has a family plan and can get me on it easily. My portion would only be $40/month, less than half of what I'm paying now. However, I would lose account control and should we ever have a falling out, she could seriously, screw me over.

As I'm explaining to the girl behind the counter about my networks problems she looks to her computer and says she's going to check my warranty status. This is another problem I have with cellular phone carriers. I sign a two year contract to get a "rebate on a handset" and theoretically my monthly bill subsidizes the handset. However, if I choose to buy a handset flat out with no two year agreement, I don't get a reduced monthly subscription fee?

That aside, but the warranty doesn't cover both years? That's right, mine, yours, everyone's warranties are only good for a year after we've received the handset, nothing more. So, all of us are paying for a piece of equipment that isn't covered if it breaks on us and the whole cycle begins again when we have to replace it via a new two-year contract.

The whole system is set up against us. Convenience is a bitch.

Regardless, the girl says she can sign me up for an extended warranty. It might allow her to order me a replacement phone. She asks if it's okay for her to try. I give the go ahead. Within minutes she's telling me that she can order me a new replacement handset of the same model. Refurbished more than likely.

Also, I get it with overnight shipping, so it should be here tomorrow!  YAY!

As we're discussing this we start talking about a handful of other things. I let it slip that I leave about 2 miles away from the store so I'm in there a lot. She says if I live near X street and Y street then it's a KNOWN problem with T-Mobile's coverage. There's a hole there that T-Mobile has been trying to fill for years but can't get a tower in the area to cover the gap in coverage.

I live in that hole! Or close enough to it. But what shocked me was the fact that it was a known issue and for months I've been hearing there are no outages, no coverage problems and no low signal areas. Heck, T-Mobile's own map shows the area as "Satisfactory" yet there's a hole right smack dab in the middle!

So, there's a known problem I was never told about. Ever. That annoyed me. She suggested I call 611 (customer service) and request a Signal Booster.

She also asks me if I own a small business. I tell her I do some business on the side, but nothing formal and am not incorporated. She informs me that once I am incorporated (with a tax ID) I can get a business account that would be nearly $30/month less expensive than I'm paying now. Why hasn't anyone told me about this before?

So, T-Mobile, your employee Angela won the day for you. I learned a lot of things I didn't know and am actually getting some resolution on my network problems.