I moved back to the US in Summer 2007 when I was 16 years old. I got my first T-Mobile phone like 3 days later and paid my bill via my grandmother until her death in 2009. Then I got my mom on T-Mobile until I had the means to get a line in my own name in, like, October or November or something 2010.
In that time I have always really loved their customer service. That’s the thing that made them stand out – along with their ridiculously fair priced plans; if I have a problem, they’ll fix it, or die trying. And that level of dedication is why I just convinced two of my friends to switch from AT&T and Virgin Mobile and join me on a Simple Family Plan. We get unlimited talk and text, a gig of LTE data standard, and a hella convenient online interface to pay our separate bills. It’s really beautiful :’)
But there’s been this really awful feeling lingering in the back of my mind, telling me I couldn’t trust T-Mobile, and that they didn’t love me quite like I love them. In like March of this year, I upgraded from a Samsung Galaxy S2 ( that phone was a nightmare, remind me to tell you about it sometime ) to an iPhone 5c. I spoke to customer care, they assured me the transition was gonna go off without a hitch, and then the transaction went off, but with a gigantic hitch. I won’t go into specifics, because it’s bad form to bring up details of a lover’s quarrel after you’ve already made up, but I was super bummed. I wanted the trust T-Mobile and I had shared to come back. I wanted to feel safe again.
If you follow me on Twitter, you might remember some of this: I spoke to people, people were supposed to speak to me, and eventually we reached a compromise that still left a bad taste in my mouth. But that’s what love is right? You try to meet half-way. You suffer and sacrifice for the greater good. So I suffered, and sacrificed, and I tried to move on, to forgive? But I couldn’t forget, and like I say, that feeling of betrayal was still there.
When I took my second friend to sign up on my plan, I was reminded that open communication is important on BOTH sides of a relationship. Like, when your data limit is going to be reduced because you left your outdated plan, you expect your T-Mob Associate to tell you. But at the same time, when you provide such carefully prepared paperwork, you expect your T-Mob Customer to read it. See what I mean? Love is about compromise.
This evening I had the absolute pleasure of speaking with a Customer Loyalty Associate who listened carefully while I explained everything that had happened, patiently explained what was explainable, generously accepted my apology for my misunderstanding, and then did his very best to find the best-possible resolution for my issues. He exemplified everything that I have come to expect from my dear phone company, and he helped me finally, really, forgive. I’m never gonna be able to forget though: T-Mobile is a company that will do whatever they can to make sure that our relationship never falls apart. And gods! It takes work from both of us, but I’m in this for the long haul.
Thank you, Matthew R.* You showed me tonight why I belong with T-Mobile.
I love you, T-Mob.