For years I was so very happy with "my T-Mobile" and recommended them to everyone. The primary reason was the excellent and caring customer service I received each and every time I called. I felt cared about and like the company valued me as a customer. I stuck with T-Mobile through rumors of buyouts and stood steadfast in their court and at their side. I truly was one of their biggest fans and could never imagine going to another carrier.
In the past 6 months I have had one after another nightmare experiences with customer support. One customer service rep in the retention department actually told me that the directive "from the top" was that the representatives were being limited on what they could do to assist dissatisfied customers. My nightmare started when my daughter who has an insurance plan on her line broke her iPhone 6s that I had bought her not even a year prior. The store representative told us that if she purchased a new iPhone 7 that she could still get the 6s repaired under the insurance plan. When I called back to get it repaired I was told that it could not be because the line had already been switched to the iPhone 7 and the 6s was no longer covered. The representative didn't even sound apologetic or remorseful that we had been duped. In the past 4 months since that event I have had to call many other times for things ranging from my phone no longer receiving or sending texts from my home (even though I had been able to just a month prior), to trying to "tie" my son's old phone to my phone number after purchasing him a new galaxy S8 through T-Mobile and being told I had to pay $26 to get a new sim sent to me (no-one mentioned this previously even though I explained to the representative what I had planned when I discussed the purchase prior to ordering online - not that that surprises me anymore). Each time I call I get the feeling that I am truly of no value to T-Mobile and that they could care less if I was happy or unhappy with their service. I really can say I have only had one truly authentic and good customer experience with T-Mobile in the past 6 months. I wish I would have written down her name so I could use her as an example of what all T-Mobile customer service reps should strive to be.
I really wonder what has happened to T-Mobile's leadership team in the past year to so drastically and negatively impact their customer service but it really is terribly sad. I wish they could somehow magically become the "old T-Mobile" that I have known and loved all of these years. They truly did have the absolute best customer service of any company I had ever dealt with. I miss the T-Mobile I once knew!!