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Gotta Give it to T-Mobile on Customer Service
I have been with T-Mobile for a while now. For about a year and a half, I used T-Mobile’s excellent prepaid service, on the $30 plan for 5 GB of high speed data, unlimited texting, and 100 minutes. I have used a Google Voice number as my number since Google Voice has been around in 2009, and had it forward my texts and calls to my T-Mobile number (Sprint before that).
But recently, I decided to get a T-Mobile family plan (I put my parents on it and cut out the Vonage home phone line). I also decided to port my number out of Google Voice to T-Mobile. The porting process, to say the least, did not go easily. It took longer than expected, and even after the port went through successfully, I discovered that I could make and receive calls to and from any provider, but I could not receive SMS and MMS from any carrier other than T-Mobile.
After the first call to customer service about this more than 24 hours after the completion of the port, they attempted a rebroadcast, which failed. The following day, as the problem persisted, I spoke to Technical support, and a support rep named Jordan took ownership of the issue. Jordan elevated the issue to engineering and promised to keep me posted at every turn. He kept that promise. I received calls with updates even as it was being worked on and not completely resolved yet.
Jordan stayed on it and got it resolved. He even remembered that it was my birthday the day after he took my issue. After getting it was resolved, I called them back for an account credit which I was promised, and was credited a full month’s texting portion of the bill ($10). What was an already frustrating experience due to the issue I was having was made significantly easier because T-Mobile - and Jordan, specifically - took ownership, kept me posted, and made me feel like they cared. Major kudos!
Since then, I have also transferred another number to T-Mobile (the Vonage home phone number), and that process went much more smooth - Vonage will give you major trouble to transfer if you don’t know the rather unorthodox steps, though.
I feel great about giving T-Mobile my business now. If you are dealing with technology, technical issues are impossible to avoid. What matters is that when something happens, a provider does the right thing and takes both ownership and responsibility.