January 16
Call 611:Ask for Retention/Loyalty. Inquire about upgrade options and possibly adding second line. Ask about Samsung Galaxy S2 in web-only white.
Rep is helpful and knowledgeable. Express concern about minutes and keeping budget somewhat close to what it currently is. Rep assures me I can keep current level of services on my line (1000 anytime minutes, though shared with new second line, free mobile to mobile (on T-Mobile), free nights and weekends, preferred messaging (300 a month for $4), $20 data (preferred smartphone web will change to preferred android at same price) on primary line and 200MB $10 data on second line.
I ask about preferred family messaging and 1200 Preferred Bonus minutes. Am told that rep will follow up after I add second line since the systems available to the folks adding the other line are more limited.
Told I can get GS2 for $217 (after $50 rebate). Specify home address for shipping instead of billing address. Given order number and VERY satisfied, ask about adding second line. Rep explains that he'll have to transfer me to a different dept for that but says follow up personally in about a week to ensure that I keep my data and messaging plans since the new line sometimes don't have that in their system, etc.
Transferred to second rep (presumably sales?). I ask about Nokia 710 and after some back and forth feel a bit railroaded in G2X for my wife's line. Concerns are somewhat mollified since wife will be on the same type of phone and I can show her tips and tricks and vice versa, but still a bit annoyed that it was conducted that way. Still overall the rep is professional, polite and competent. Specify home address for shipping. Given separate order number.
Get SMS 12:46 about billing $70.
Get second SMS 18:09 about change to web plan
January 17
Get SMS 9:10 about change to account effective 1/16
Check MyTmobilee and see about new order/line but nothing about GS2.
My Tmobile shows contract expiration date in 2014
January 18
LG G2X arrives at desired address.
January 19
Call to get status. Told order is still being processed
January 20
Notice preferred messaging is gone and that I have 12 messages that I'm being billed for with no messaging plan. Call 611 and explain and they re-add preferred messaging and apply current messages to the 300Get SMS 9:10 effective 1/17
January 21
Call 611 to get status on GS2. Told order was not processed after giving both order numbers. Transferred to Loyalty. Ask what can be done after being on hold am told the loyalty rep spoke with a supervisor and that original loyalty rep from 1/16 should be giving me a call back. No call is returned
January 22
Get SMS 8:00 with new order number (3rd for this GS2 order) being processed. ETA: 1/25
second SMS 8:00 with change to web plan
See pending order on MyTmobile. In processing no addresses specified
third SMS 9:35 change to account effective 1/21
January 23
SMS 8:00 with shipping/tracking numberConfirm on MyTmobile. Set Primary account holder, etc.
See shipping on MyTmobile is to billing address. $50 in "taxes and fees" (sales tax is not 25% so that's curious + $20 shipping + $18 upgrade fee). $Instead of 270 (with $50 rebate), I'm looking at $380 with a $50 rebate.
Call to 611 asking about order. Call drops after 17 minutes on hold for supervisor
Customer service (same rep) calls me back. 15 more minutes on hold waiting for supervisor. Another drop. Getting annoyed now.
Called back by customer service. I explain I don't want to hold anymore and ask if a supervisor can call me back.
Customer service calls back and says they have supervisor on the phone. ~ 1 hour after original 611 call. I explain situation.
Supervisor says he'll waive shipping fee but can't waive upgrade fee. Says that we can try to arrange pickup at local UPS. Sets follow up for following day at ~1:00pm. Asks if I have any other concerns: explain about preferred messaging and data. He says he'll transfer me to loyalty group. Call hangs up instead.
