So I was getting $10 unlimited Web2Go when I upgraded to a G2X T-Mobile and my data service worked perfectly for an hour or so before it shut-off. I contacted T-Mobile and they told me my current data plan was "incompatible" with my new G2X and I had to pay $20/month to continue to get data service that was only 2GB. I contacted their customer support numerous times on the phone and once on the chat. I guess my question is has anyone been able to get Web2Go to work on an Android phone? Maybe by changing the APN to internet2.voicestream.com? Anyways I attached the chat log:
Please wait while we find an agent to assist you...
You have been connected to ~Niall J.
Me: Question with my data plan
~Niall J: Welcome to T-Mobile Chat service Arthur. My name is Niall and for your reference my rep ID is 13-20927. First, please allow me one moment to review the information you have provided.
Me: Ok
~Niall J: Thank you for your patience. I can certainly look into that for you.
~Niall J: How can I assist you with your data plan today?
Me: I've recently been contacting customer support but they have been unable to help me. I recently upgraded my phone and they told my $10 unlimited plan was not compatible (or something to that effect) and I had to pay and addition $10 a month to keep it. After hours on the phone they finally gave me a $10 credit for one month. My question is that, as a loyal T-Mobile customer, you can give me the Unlimited Plus for $10 a month without raising my rate.
~Niall J: May I ask what you upgraded your phone to?
Me: T-Mobile G2X
~Niall J: What phone were you using prior to that change?
Me: LG Sentio 3G
Me: and before that I was using an iPhone
~Niall J: I am reading the memos on the account now. Unfortunately, it is the case that the data feature you were using previously is not available for your device any longer. I can not offer you the feature on your account at a reduced rate.
Me: Why can't you continue to give me the same service at the same rate?
~Niall J: That service is not compatible with your current phone. I apologize for the inconvenience.
Me: Can you give me Unlimited Plus for $10/month as that was rate I was paying previously?
~Niall J: I will not be able to do that. You could get the 200 MB data feature for $10/month, but it does not offer Unlimited data.
Me: Why not? It is basically the same service but you seem be charging me $10 extra?
~Niall J: That feature is not available any longer. The only $10 web feature available to you is the 200 MB feature.
Me: Is there any way you could possibly give me a price break for Unlimited plus because I was already getting the unlimited feature on my previous phones. Therefore, it would be logical to give me the same price.
~Niall J: Unfortunately, I am not able to offer you a price break on this feature. You received a credit for a month of service with this feature. I would recommend that you consider the 200 MB data feature for $10.00 per month.
~Niall J: Is there anything else that I can assist you with today?
Me: Could you perhaps give me a credit for 12 months? Because that is just nonsensical to reduce me to 200 MB a month just because I got a new phone?
~Niall J: I am not able to offer you a credit of that kind. That feature no longer exists. Over time, some features are removed from the market. Technology advances, features change. I apologize for the inconvenience but unfortunately, we cannot offer you any more than what we have already given you.
Me: So what you're saying is you are charging your customers more just because I have a newer device even though I wish to receive the same internet service? I am confused.
~Niall J: Unfortunately, the features have changed. The feature you are requesting is no longer available. It is not possible to have this feature. T-Mobile used to offer many plans in the past that it no longer offers.
Me: I think,if T-Mobile really works in the best interest of their customers then they can accommodate them with the changes in feature with respect to the free-market competition.
~Niall J: Will there be anything else that I might be able to assist you with today?
Me: Is there a supervisor I could chat with?
Me: That would be much appreciated.
~Niall J: Could you please allow me a few moments to look into this for you?
Me: Yes
~Niall J: I have spoken to my supervisor and been informed to relate to you that without the current feature on your account, your phone would not function properly. The data feature you were previously using is not a compatible feature with your current phone. Not all phones are compatible with all features.
Me: That is why I am asking if you, T-Mobile, could accommodate me with the reduced rate for 12 months instead of just one. As I am a loyal customer with 5 lines and I always pay my bills on time.
Me: So far I have nothing but positive experience with T-Mobile service.
Me: I hope they can continue this by offering this with their great customer service which is why I signed of for T-Mobile instead of ATT or Verizon.
Me: It would be my sincerest appreciation if they can do this for me.
~Niall J: Unfortunately, that is not possible. You made the decision to change your phone and with that decision comes the choice to have a phone that operates differently. You will need to accept that not all features and services are offered to all phones. I do apologize for the circumstances. I can understand why this might be a frustrating situation, however, with the decision to change the phone comes the choice to have a phone that functions differently.
Me: Yes I understand, but that is not the concern.
Me: My concern is that, T-Mobile is asking me to pay at a higher rate. I have been enjoying my service with T-Mobile and I am asking in return to reduce my rate for the Unlimited Plus for 12 Months instead of just one.
~Niall J: The feature you have on your account is different than your previous feature. This feature has a higher monthly charge. You will need to either pay that charge or change to a feature that has a lower charge.
Me: I understand it is my decision to upgrade my phone, but I just want to continue to receive the excellent service.
Me: I also understand that the previous feature was different, that is why I am asking for a price-break so I can still receive internet.
~Niall J: Your old feature is not compatible with your current phone. You have a new feature. This new feature has a different charge. If you were to change your rate plan today, you would also face different charges. Different features have different costs.
Me: My request is merely to receive the new feature at the same rate as the old feature.
Me: Can T-Mobile make those accommodations?
~Niall J: The two features are different. The two features have two different rates. It will not be possible to have your new feature for the same price as the old feature.
Me: Sir, I wish not argue. I just want to continue to have internet service at the same price.
~Niall J: I certainly understand your desire. Regrettably, it is not possible to have that desire fulfilled.
~Niall J: Is there anything else that I can assist you with today?
Me: May I please speak directly with a supervisor?
~Niall J: I have spoken to my supervisor and I have been informed to tell you that it is not possible to have your feature price changed. I am also showing on the account that you have chatted in, in regards to this issue earlier and you received a credit on your account. I am sorry but it is not possible that you will be able to receive a year-long credit for the new feature that you have on your account.
Me: Yes, but why are you charging me more for the same service just on a different phone?
~Niall J: They are not the same phones. The phone you have now would not function properly with the old feature. That older feature is not offered any longer to customers. If you had kept it on your account, it would not have functioned with your phone.
Me: Ok, it is clear to me now. So I suppose contacting the corporate office of T-Mobile-USA should be able to help me as chat support clearly lacks in customer care.
~Niall J: That is always an option that you could choose to take.
Me: Can you please provide me with contact information?
~Niall J: Are you looking to lodge a complaint? The best route for that is to get in contact with our Customer Relations department.
~Niall J: You can mail them at: T-Mobile Wireless
P.O. Box 37380
Albuquerque, NM 87176-7380
Me: Sir, I would like to ask: As a customer service representative of T-Mobile, would you rather satisfy a long-time customer or have them file a complaint?
~Niall J: I would absolutely prefer to satisfy all the customers that chat in to this service. Unfortunately, there are certain requests that cannot be satisfied. This happens to be one of those requests.
~Niall J: Are you still there?
Me: One more question then for you sir. I appreciate all the information you have supplied me throughout out this conversation. One thing I am still unclear about is why is T-Mobile/Customer support able to provide me with a month price-break but not for 12 months?
~Niall J: I cannot speak for the rationale behind the credit that was applied to your account by another representative. However, I would imagine that is related to the fact that we do occasionally offer one-month credits to our loyal customers. A 12 month credit is a considerable leap from a one-month credit as it would be twelve times the amount of course.
Me: What would your best offer be?
Me: In terms of months of credit given?
~Niall J: Unfortunately, the one month credit that you have already received is the best offer that you will be receiving. That is all that we will be able to offer to you.
~Niall J: There will be no more credits offered to you for this transaction.
~Niall J: Is there anything else regarding your account that I could help you with?
Me: I really believe T-Mobile can do better as I have faith in their customer care especially you Mr. Niall.
~Niall J: I cannot offer you any more credits on your account today.
~Niall J: Is there anything else that i could assist you with?
~Niall J: I*
Me: I still have yet to speak directly with a supervisor as per my request 10 minutes ago.
~Niall J: I have spoken directly to my supervisor and I have been told that it is not possible for you to receive any more credits on your account, nor is it possible to change the monthly charge of your new data feature.
Me: Sir, my request was for me to speak with your supervisor, can that not be fulfilled?
~Niall J: I have spoken to my supervisor just now again and I have been told again that it is not possible for you to have these credits added to your account. You have been credited once in regards to this issue. There will not be more credits offered to you for this issue.
~Niall J: Is there anything else that I can assist you with today?
Me: I would like to know your supervisor's name.
~Niall J: My supervisor's name is Nicole.
Me: And what customer service center are you and her currently operating from?
~Niall J: I am not at liberty to divulge the location from which we are operating. Our main headquarters are located in Colorado.
Me: Fair enough, it seems T-Mobile customer support has yet again eluded the request of one of their customers, and that is disappointing.
~Niall J: I am sorry you feel that way. You are of course more than welcome to contact Customer Relations and voice your concerns through that channel.
~Niall J: Will that be all for today?
Me: If you say so.
~Niall J: Thank you for contacting T-Mobile Chat. Have a magical day Ricky!
Thank you for using our online help. You may now close this window.
Your session has ended. You may now close this window.
