I switched to T-mobile a couple years ago after doing a survey with friends who used their service. It all looked good, so I made the switch from Verizon to save a lot of money (Verizon was fine but was just very expensive).
I was very happy with how the switch went and everyone I delt with was very friendly. I was a satisfied customer for well over 18 months.
But as things have changed, I am now paying too much compared to other providers. But as a loyal customer, I stayed with Tmobile because I was happy with the service.
But that began to change when I accidentally went over my package minutes. My usual $110 bill was $390 - the typical high .35 a minute penalty for overages. I was shocked but called Tmobile to see what they could do. I was willing to commit another year of service and upgrade my plan to something that would have accomodated my overrage, but NO WAY. They gave me a provisionary credit of $40. I was really disappointed.
With Verizon, they would offer you an opportunity to retroactively change your plan if you were willing to extend your contract length another year. This was fine, but Tmobile really stuck it to me.
So if that wasn't enough, I made a recent call to 411. I knew the address of the place I wanted to reach as I had called them many times, but they didn't have it in their file. I mentioned that it must be missing from their database and they guy said "It doesnt exist, it's not in our business file". I said "IT does exist, I talk to them often and I'm heading there now". This joker was arguing with me of whether or not it exists. I asked for a credit and he declined because "I already provided you a search". I was getting frustrated because the company DID exists and the number was missing from T-mobiles db and this joker wasn't going to give me a credit.
I hung the phone, called a friend to look it up on qwestdex.com, then called Tmobile back and asked for a supervisor. They did credit the $1.25 call but why should I have to go though this?
Tmobile's coverage is also getting maxed out-- calls get dropped more and more even though signal is decent. This means they're not expanding their existing coverage zones with more channels.
I've reach the point where it's time to move on as Tmobile service is on the lame side and their coverage isn't keeping up with demand.