I have been a customer for around 10 years now. My mom bought me a phone from VoiceStream Wireless when I was about 11 years old. I can’t remember when, but then they were re-branded at T-Mobile soon after. Ever since then, I have been a loyal customer with T-Mobile; I even had the same original phone number from VoiceStream until last year when I had my number changed and the account put under my name. I have had my own account now since July 2011.
The main reason for this post is to highlight my frustration with the phone upgrade process with T-Mobile. I have not upgraded my phone since December 2007 when I got a Motorola Razr. The phone has since been stolen and I bought a Samsung Gravity T. I tried upgrading in August 2011 to an HTC Sensation, but I decided to return the phone because it was too much for me to handle at the time, plus I enjoy the physical QWERTY keyboard feature that many touch screen phones do not have.
I logged in to the recently redesigned My T-Mobile Account website, and it shows that my primary line, which has not been upgraded for 5 years, is ineligible for an upgrade until July 2013. Why? Because my tenure was reset when I took over the lines. This information was not communicated to me when I transferred the person of responsibility to myself from my mother’s account last year. This would be the first time I have a phone in my own name. The representative told me that I could upgrade whenever I pleased because I have not upgraded in such a long time, and he even encouraged me to do so. I was also not eligible to buy a new phone at new customer rates. I was required to keep my old phone, and if I wanted to upgrade, I would be treated as a current customer.
On top of all of that, I am being charged a fee of $50. For what? I don’t know. I paid my bill two weeks ago. Thankfully, that was taken care of and removed.
Once my 2-year contract with T-Mobile ends, I am honestly thinking of switching carriers. T-Mobile, I love you, but you really need to get your act together.