In a fun twist a T-Mobile representative is sharing how their experience with customers leaves them pulling out their hair. While T-Mobile users love to complain about incompetent tech support and the T-Life app, it definitely goes the other way too.
A user claiming to be a T-Mobile representative made a post where they issued a public service announcement for customers who don’t know how insurance works. According to them they’ve had multiple people come in and ask for a free phone after theirs got lost, damaged or stolen.
The representative pointed out that, obviously, this is not how insurance works in any other industry and that applied to the telecom industry as well. Just because a T-Mobile customer is paying for insurance doesn’t mean that they are entitled to a free phone if their last one isn’t usable anymore for one reason or another.
To drive home the point the representative then compared telecom insurance with medical and auto insurance. The underlying message was simple: you will always have to pay a lower deductible before your insurance can do its job and get you a replacement phone. According to the representative they’ve had an “overwhelming” number of customers think that they are entitled to a free replacement.
Image credit — The New York Times
As pointed out in the comments, if this is how T-Mobile’s insurance worked then everyone would keep “misplacing” their phones. Other users jokingly pointed out that this PSA was not needed for people participating under that post as people who believed in free replacements probably didn’t know how to use social media.
Unfortunately misunderstandings like this often lead to customers taking out their frustration on support representatives. It doesn’t help that T-Mobile’s recent aggressive push for customers to use the new T-Life app is leading to people walking out of T-Mobile stores in protest.
Irritation at the T-Life app — which users say fails to accomplish the most basic tasks — is causing arguments between customers and representatives as well. So both sides are dealing with problems regarding the other and sometimes tensions can run high.
But if you’re a T-Mobile customer you can do your part and brush up on how the insurance you’re paying for works exactly. If you ever find yourself in an unfortunate situation where you have to use it, being patient and understanding with your representative will only benefit both of you.
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Abdullah loves smartphones, Virtual Reality, and audio gear. Though he covers a wide range of news his favorite is always when he gets to talk about the newest VR venture or when Apple sets the industry ablaze with another phenomenal release.
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