Ok, timing of this is not their fault, but amazing none the less.  The sad thing (for me) is while I was on hold yesterday (before things got ugly, I actually paid my bill online.  Even after the calls I had up until then, I was ok - still a forgiving customer (I’ve been with them for MANY years - in fact, they are the only mobile carrier I’ve ever had) - sometimes issues are hard to solve.  Had yesterday’s call solved my problem, I would have never said a word about this… In the end, while the support wasn’t good, it was the powerlessness of the employees that really bothered me. 

Several commented here regarding outsourcing.  I’m reasonably certain (though I did not ask) that this was a call center in the US.  Not that it should matter.  Great support is not about the provider, it’s about process and agent empowerment - both things that were broken here.  I saw a few comments on other sites that said I should have described my problem better here…sorry.  In my mind, I’m a consumer and this is a consumer product.  I don’t know what the problem is and really shouldn’t need to - I just need to give the symptoms.  Admittedly, I did not post here to get tech support help on my problem at this point, I posted here to share a story.  I’m confident (I hope) that someone at a senior level at T-Mobile will take some action.  I’m reasonable sure (I hope) that this is not by-design.  Somewhere in the middle, bad measurement/process is driving the wrong behavior and someone at T-Mobile will want to fix this…(I hope).

Note:  I did get a vmail from T-Mobile customer care asking for a call back.  Called and left them a message back.  Ironically, based on the vmail, I’m pretty sure I got the call because I entered a complaint here:  .  If that is really the source, amazing that it worked faster than the agent on the phone (or anything else) to escalate to higher level customer care. 

sean

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