One of my personal conviction is generosity. So that conviction, combined with good service (especially paid ones) usually produce a desire to reward the service giver beyond the typical means. I personally don't think this is unique to me - for example in tipping your servers in a restaurant, when you are getting excellent service, some people will give more tip, etc.
In this particular experience, I was getting superb service from T-Mobile and this blog post is a way of rewarding them of their excellent efforts to me as a customer.
Why use T-Mobile in the first place?
- Excellent price for my family voice plan. My voice plan (family plan, grandfathered) is 500 minutes for $49.99 with FULL upgrade eligibility every 2 years.
- No bundled text or data. My wife is using 300 SMS for $2.99 (she does not use data, only WiFi). My 5GB data plan is $24.99 (I don't use SMS). Hard to beat price, really - and 5GB (not 2GB).
- Plus T-Mobile lets me (and all of you I imagine) to keep my old-grandfathered plan. Some carriers forces you to change into newer more expensive plans/bundled/combo.
- All my friends use T-Mobile. Since T-Mobile to T-Mobile call is FREE, I virtually never use my minutes. With 5 people in my family plan with 500 minutes, we usually use around 350 - 400 minutes. With half of it probably my wife or me calling our home land-line.
- HSPA+. Some people call it 4G - but whatever it is, the network connection is FAST. T-Mobile has 2 HSPA+ phones now (G2 and myTouch 4G). It works great too where it matters the most for me (at home, at work, and my friends' places).
- Great phones (for the most part, there are some crappy ones too): Nexus One, Samsung Galaxy, Nexus S, HTC HD7, HTC HD2, G2.
- Excellent customer service - both in store and over the phone. This is mainly what this blog post is about.
- I recently added 3 lines into my family plan (maxing out my family plan allowance) - every single one went great without any problems. My voice plan is an old plan which is not offered anymore - so it's grandfathered. It's cheap and works for us - and obviously I don't want to upgrade this plan or change anything in it. I was afraid that I have to change my voice plan if I add new lines or get a new phone. But, none of that happened, and everything went smooth and I am happy. Awesome!
- One of my new lines is for a BB Bold 9700. But not a week after I got it, there is news that Bold 9780 is coming out within 3 weeks. T-Mobile has a 14 days return policy which I took advantage in this case and returned the Bold 9700. It took about 4 weeks for my account upgrade eligibility to be restored, but it was restored and my money got refunded without any problems.
- I added a new line into my family plan, getting the G2, and transferring an ATT number into that new line. The customer rep in the store pre-filled everything and assigned a temporary number until the old number was ported. Rebate form was pre-filled by the rep and all I need to do was just signed it.
- When I bought the G2, the rep was also well informed enough to understand my plan and actually suggested ways I can save more money (like student discount) instead of pushing more services or accessories (and try to take my money). She even recommend that I do not change my plan ever, since changing it will cost me more.
- I was also aiming for the Windows Phone 7 when it came out on November 8th. So on November 8th, I called 611 (Customer Care) and asked the rep on the phone to find me a store that have the newly released phone in stock in local stores in my area. No problem!
- With the information of my local store, I went and got the phone using my upgrade eligibility without any hassle. Again, the rebate form was pre-filled, no need to cut out the box or anything like that.
- When the Bold 9780 came out, I went and got it for one of my lines. Again, without a glitch, everything when smooth. The only thing was that the store was a bit crowded, probably because of the timing (near Christmas).
- I also ported a line from a pre-paid into my family plan. This line has no data, just voice and text. So since I added a line - I got a new free phone (non-data). Sweet!