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This isnt really to do about the phone, but more about my tariff and the lame customer service I had today.
As you may be aware, I have upgraded to a K850i (getting it tomorrow morning), and am an Advantage Plan customer on T-mobile. This is an emplyment benefit that T-mobile used to give out to some companies, and granted their employees a 50% line rental reduction for life like T-mobiles own staff discount.
So anyway, my upgrade got done on friday. I were told when upgrading, and by a seperate premium rate helpline for advantage plan customers that I would be able to keep my discount on my new tariff. Yesterday my tariff was upgraded, and my advantage plan was removed.
So I call the premium rate number and firstly ask without going into my account details if the tariff I chose was compatible with the discount. I asked this to three seperate people and they all said yes. So then I asked why my advantage plan was removed when I upgraded and if they could put it back on for me. They try to put it back on and then say:
'Unfortunately the tariff you are on doesnt allow us to add the advantage plan back on, to get it back you will need to cancel your upgrade, return the phone, revert to your old plan and upgrade again. Also it doesnt say anywhere on your account that you were offered to keep the advantage plan when upgrading'.
At this point my heart nearly stopped working. I was in shock and sickened by the response and spent a while aguing the T+C of the advantage plan, that it was a lifelong deal and that everyone I had asked had said I would still get it on my new tariff. They still wouldnt change their attitude and still said the only way I could get my discount back was by cancelling the upgrade.
So I then called customer services to cancel the upgrade explaining what had happened, and also requested to speak to the person that had done my upgrade. She called me an hour later apologising for what had happened and said that as far as she was aware I should still have my advantage plan and that neither she nor the upgrades department were responsible for me losing it. So she offered to call the advantage plan team for me to sort it out and get it added back on and guess what?
..
..
..
They refused to reactivate the advantage plan at the request of the upgrades and loyalty department. She was pretty much as frustrated as I were about this and went to speak to her manager about it. She then offered me a direct 50% line rental reduction through the loyalty team with no expiration date and a note saying that it cant be cancelled untill I choose to end the contract and she assured me that I would still be able to upgrade every 18 months and keep the discount.
So it got sorted in the end, but seriously WTF is wrong with the people working on the advantage plan CS team? I want them all sacked. Firstly they no longer offer the advantage plan on new connections, and now they dont allow upgrading customers to keep it, so what exactly are they there for?
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Posted: 2007-10-29 21:03:30
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