After 6 and a half years of service, I canceled my last T-Mobile line tonight. It wasn't out of dissatisfaction, rather, but one of budget necessity. The wife and I (for I am now married if you haven't heard,) had been using separate services for a couple years now. I migrated to AT&T in search of their fast HSDPA "3G" service not long after the Nokia n95 was released in the USA. Melody stuck with T-Mobile, and had trouble-free service for the majority of that time. While things looked bright in the economy, it was easy for me to carry a few wireless plans, one to accommodate a Blackberry for work - since it helped me remain more competitive there, one for my personal exploits - and one for Melody.
After the wedding, with the IT job market looking less sunny, it became clear that I needed to draw in much of the discretionary spending - and it made sense to collapse the phone lines onto a more optimal plan. While I believe, from my direct experience, that AT&T Wireless operates their customer service in a manner which is unsatisfactory and frustrating to the customer, the availability of very good wireless data services fit what I desired at the time.
Throughout the years that we were customers of T-Mobile, virtually every call to their customer service exceeded my expectations and was quite satisfactory. With few exceptions, the call center staff have been very professional and courteous, and more importantly, have been competent and empowered to make changes to my service or bill to satisfy my requests. In two recent cases, for example, Melody exceeded her plan allowance by as much as $100 worth of airtime. In both cases, the call center agent was able to adjust my plan quota retroactively, saving me a tremendous amount of money.
When I had questions regarding the T-Mobile data services, I generally received a competent answer, rather than being redirected. Most agents seem to be familiar with the feature offerings and how to manipulate the billing system.
If you're shopping for mobile services, you will likely find that the customer service of T-Mobile is more pleasant to deal with than that of AT&T. I have not dealt with Verizon directly in a few years, and my recent experiences with Sprint lead me to believe that the firm is only interested in upsetting customers and losing business. No firm in my direct experience has been less satisfactory in customer service than Sprint, and this as recently as 2007.
So long, T-Mobile.
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