…new cell phone from T-Mobile, and think it’s interesting the lengths to which the company will go to keep a current customer. (The following is also a ringing endorsement of T-Mobile’s customer service department, with whom I have never had a problem.)
Those of you who know me know that I’m not a phone person, and don’t spend much time on the cell. I have T-Mobile’s absolute cheapest plan, the $19.99/mo “Basic” plan. Sixty Whenever and 500 weekend minutes. Nothing unlimited, and nothing special about nighttime.
My Nokia 3390 Gold, the free phone that came with my service, is starting to die. I’ve got a few stuck pixels on the screen, the battery is losing its capacity, and the reception is degraded. A month or two ago, I went over to the T-Mobile store in Technology Square and asked about getting a new phone. The person who helped me in the store said he couldn’t get me anything for free, but suggested I contact Customer Service, who has more leeway and can consider my “tenure” (as they called it) with the company. I’ve been with T-Mobile for a total of over two years so he said it was likely.
Today I finally got the chance to call Customer Service and ask. The rep said that he couldn’t get me a free phone either. I kindly suggested that he try a little harder and he put me on the line with a person from account management. He quickly offered me a free Motorola, the inexpensive Nokia 6010, and a less inexpensive Samsung. He also said he could upgrade me—at no charge—to the “Basic Preferred” rate plan, which has an extra 15 Anytime minutes per month. Added to the fifteen Loyalty Minutes I’ve been getting for the past while, I’d be up to 90 Anytime minutes.
So, less than $25 later, and with another 12 month contract, I have a new phone and more minutes per month. Same phone number, same company, no fuss.
Thanks, T-Mobile. You make up for the fact that your cycling team is the U.S. Postal Service team’s main Tour rivals with your excellent service.