Is this site hard to navigate or is it just me...
Is there a Buyer's remorse process to have changes in a plan reversed?
Turns out I messed up trying to get my daughter onto my plan and obviously did'nt do it right. I thought it was awkward and confusing to make these changes and I ended up with 1000 minutes shared voice only. The plan I had originally 1500 minutes and a data plan.
I made the changes on Friday, 12-07-12, evening before 10p.m. as there was a deal on a free phone for my daughter. I recieved an email noting there were changes to my plan and that if any error was at hand I was supposed to hit the error link. This was Sunday (Sunday?!)
Having found that I managed to mess it up, I hit the link.
I was in a dead zone with some friends so my response failed and had to wait till Monday morning 12-10-2012 to respond.
I HAD NO ACCESS TO THE INTERNET. I called and they said they made the changes on Sunday anyway and could'nt reverse it.
I asked to speak to a higher up, no problem. I spent a lot of time (a lot of time) waiting while the person on the other end worked on the problem 'cause they had to go back, with difficulties, to reverse the changes.
It was as if they didn't have continuity between my previous plan and the changes made.
I wanted all the changes reversed to what I had on 12-07-12 giving me the opportunity to finish my contract and make decisions then. Eventually she said it would be this way as soon as I returned the phone that was shipped. I had her confirm this for me three times throughout the process. I am hopeful that this will indeed happen.
Why this difficulty, couldn't they at least wait until a business day to give me time to respond?
I've been a customer for ten years. I've had the opportunity to change carriers. Yet I stayed with T-mobile even though I can't use the 3G until I get closer to a larger town. My town has 2,500 people in it, but ten miles south a town with 3,500 people has 4G coming out their ears - Tmoble 4G. Our towns are on the same interstate highway.
They've been great to me all these years.
But this customer service and the inability to rectify a problem promptly, as they have in the past; well, I can't take it.
I hope my problem will indeed be resolved to my liking.
Has anybody been surprised with a downgrade inservice from the previously easy and helpful resolution process?
P.S. It sounded like they off-shored customer service.