Don't Give Up...You Will Get Results!
I have had the T-Mobile family plan cell phone service for almost 2 years. I've never had a dropped call or any other problems and was always happy with their customer service....until yesterday.
Back in October of 2009, my son's cell phone stopped working for no reason. He got the dreaded white, flashing screen. No problem. I went to our local T-Mobile store in Lindenhurst, NY and they exchanged it for me.
In January of 2010, the same thing happened again.
Yesterday, the same thing. This time I wanted a different Nokia model as comparable to the one he had. I wasn't looking for an upgrade, just a comparable priced phone. The store called customer service and I spoke with the representative. She repeated over and over that there is no solution and I would have to have the same model phone shipped to me for the exchange. I told her, "no way! I'll be back in a months time and this is the 3rd time as it is!" She sounded like a robot and I told her "for-get-it!" and I hung up.
I told the store clerk what happened and he called customer service for me....again.
I spoke with the rep and explained what happened....again. He immediately connected me with a specialist because he knew there had to be a resolution to this situation. He transferred me to....Dan.
I explained to Dan the problems my son has been having and he noticed that anyway by looking at my account. I said it's not right to give me the same phone when we all know it's a manufacturer's defect and I'll be back with the same problem. Dan agreed. "Whaaaat? You're kiddin'?" No, I'm not.
I also told Dan that I don't like being held hostage with a contract. Anytime you make a change to your plan, they extend the contract. Dan (The Man), changed my plan right then and there. We now have unlimited texting and phone calls for just a few more dollars a month and my son and I will receive 2 new phones that I chose while in the store. Both phones are upgrades.
Dan (The Man), was sympathetic and validated my feelings. I didn't have to argue with him and didn't have to push him. Unlike the other representative, Dan (The Man) resolved a problem that didn't have to be a problem in the first place!
Thank you Dan (The Man)!
Cell: (631) 703-0201
Office: (631) 226-5995 Ext. 242
Email: JackieC@century21aa.com
Website: www.longislandrealestatelady.com
Website: www.lindenhurstnyrealestate.com
Blog: http://jackieconnellyfornuff.com
Skype ID: LIRealEstateLady
