My Lack of Nexus One
All I want is my Nexus One, that’s it!
So here is the story. Google brought out this really kick butt new phone, the Nexus One; the thing is amazing sweet! I want it, so I start talking with Liz and finally convince her it is time to upgrade phones, maybe even plans.
Thursday April 8thWe are Tmobile customers already. Our contracts are over. We are free players in the cellphone world. So we head down to the local Tmobile Retail Store and look at phones. I am well aware that the Nexus One can only be purchased from Google, and that you have to have an individual rate plan to purchase the phone at a discount.
So I tell the guy at the retail store, and I am assured time and time again that I will be able to do all this and so we go ahead and purchase the phone for Liz, and break the plan to individual plans so I can go home and purchase a Nexus One. The purchase of Liz’ phone is all that happened that evening. We were told there was a system error, no one seems to know why, and that it would take 24 hours to fix it. Assuming 24 hrs is a short time to wait we went home happy with Liz’ new phone.
Friday April 9th24 hrs later I have waited, heard nothing, so I call Tmobile customer care to find out what is going on. They inform me there is still an error in the system when trying to switch the plans and that it will take up to 72 hours to fix the problem. I am high on a cloud for my Nexus, so I can wait another weekend.
Monday April 12th72 hours have passed, I call Tmobile. The news is the same, there is an error and they will put in a 72 hour ticket. I should be able to get my Nexus One by Thursday.
Thursday April 15th72 hours have passed, I call Tmobile. Again the news that the error is happening, no one seems to know what is going on. I am told that I will get a phone call within 2 hrs and all will be fine and I can have my Nexus One.
No one ever called.
Friday April 16th24hrs after the last call with Tmobile I call back, and demand an answer. I will admit the young lady who tried to help this time really seemed to try. She offered a alternate route of switching from my grandfathered family plan to a new family plan, and then to break the lines into individual plans. No dice, but a worthy effort.
The young lady then begins to break my heart, my Nexus One may have to wait up to a month, because a trouble ticket can take up to a FULL BILLING CYCLE to be resolved… what?!
The Red RisesSitting here before you, I am livid! I don’t know how to control myself, except to say Tmobile had better fix this, they had better fix is now, or I will be a happy Verizon, Sprint, or AT&T customer by the end of the month. I will return the Moto Cliq my wife just bought and I will take my contracts elsewhere.
This is absolutely ridiculous! To tell a customer that they can’t change their plan, they can’t get a new phone, they can’t even change the rate plan to a higher plan is insane! To lie to a customer not once, twice or three times but four or more in absolutely absurd! To think that Tmobile has a good service record (and to be fair they did in my mind until this week).