I've been with T-Mobile now for about 14 years, almost since they became T-Mobile in the US, and I've generally like how things are run. I like that the company is creative and customer-focused. But lately there's getting to be too much possible confusion for me with the plans, with NO real specifics on how the details on those plans work so we can make informed decisions. I'll use two plans I was considering as an example:
I had the Simple Choice North America plan grandfathered in for $80 for 2 lines w/2GB high speed included. The current popular deal is the T-Mobile ONE plan, for $100 for 2 lines with no taxes/fees added, unlimited everything. Simple, right? On top of that, per the "details", you can enroll in a separate program to get a $10/month credit per line for each that uses under 2GB of data per month. Nice, so if I use under 2GB per, it's basically the same cost as the old plan. But it works as a credit, so you won't see it until the 2nd month and beyond. You also "Use AutoPay to get $5 off your monthly service up to 8 lines", but this should say a $5 surcharge is ADDED in this case if you don't use AutoPay. I had to have a rep tell me that, and not all of them said it. And while the Simple Choice Plan states clearly that add'l lines are $10 each, the ONE plan doesn't say how much additional lines are in the information (apparently it's $40). Basically with these plans, you can't compare the details and the value until you've tried it for a few months because of the lack of details, and then you can't go back to the Simple Choice plan ever if you make the switch.
Also, I purchased an iPhone, and they tried to switch my JUMP plan to the one with AppleCare. Oh yeah, there are multiple JUMP plans, and they're all a bit unclear. The main benefit I heard at first was that you could upgrade your phone while you were paying a financed phone and the remaining balance would be waived (as long as you've paid off at least half of it). Does the half off amount include the money put down, or only the financed portion? Who knows? Not many reps seem to, and there's no clear information on the website. As for the AppleCare, it gets worse. I used to work for Apple tech support, and these cell carrier promotions were horrible to deal with. We'd do our best to help, but the carrier always thought Apple would know the answer, and vice versa, and you're often getting sent back and forth to reps who are trying, but don't know. It lists the details that are the same as AppleCare+ (note, that's not the same as normal AppleCare to Apple reps) for my device. But it doesn't say if T-Mobile provides those benefits, or it enrolls the device in AppleCare+. AppleCare+ lasts for 2 years, but no one could tell me how long those amounts applied for the JUMP plan (most T-Mobile reps said as long as you paid for it, but they were probably wrong). If they enroll you directly in Apple's program, when does the enrollment start? How do you claim the benefits, through T-Mobile or Apple? What happens when I cancel the $12/month plan for something that Apple charges a flat $149 fee for my device that lasts 2 years? Is there an expiration date for the "warranty" T-Mobile is providing on the device, or is it guaranteed as long as you keep JUMP? I like T-Mobile being creative with programs like this, but it absolutely NEEDS DETAILS that are EASY TO ACCESS.
The overview sections for the Plans & Services are fine. But they absolutely need a clear, descriptive list of all the specifics of the plans on those pages, too. Many of the support reps simply refer to those pages themselves, which doesn't help at all. If an added service is unclear, I can either just decide not to get it or cancel it. But if that starts happening with the main plans, then canceling means leaving T-Mobile altogether. Don't make that be because the legalese wasn't just hard to see, but completely inaccessible.