A few days ago, Kathy and I went to a local T-Mobile store to look at the new MyTouch 3G which we had seen via a friend (who actually works at T-Mobile). We wanted to play with it a bit longer and really explore the keyboard, browser and ask a few questions around synching.
We had a great time until we tried to buy 2 of them (one for each). We had only completed 17 months on our contract and the store couldn’t find a way to let us buy them unless we were willing to pay double the $199 contract rate (which was only about $80 less than full price). We were very frustrated (me, more than Kathy as she’s a patient person).
Well, I decided to see if I could talk directly to T-Mobile and maybe find a way. I called 611 on my current phone and got to a Customer Care Representative. She was very nice but couldn’t really help me. At least until I indicated that we might look to changing carriers then she said she would transfer me to Customer Retention. Customer Retention immediately said that yes, we could do it and after going through their required hoops, we had the phone ordered.
In the end, it took 2 people and less than 20 minutes. I’d say that it was a great experience and I came out a very satisfied customer.