T-Mobile Blows me Away

As you may have noticed, I tend to be heavily focused on customer service in multiple posts. Well, I have another experience to share with you. This is one where I pretty much went into the situation with my fists up ready to fight and pretty much came out with a hug, a kiss on the cheek and smile on my face (figuratively of course)!

I stupidly dropped my phone when walking down the street. I was typing out an email and wasn't paying attention to where I was going. Long story short, bam, the Vario II took a dive and slammed the ground. Note, this wasn't the first time I had dropped it. The phone had been skydiving in it's past but it always came out with a couple scratches and no more. Not this time unfortunately. The device exploded into multiple parts and once I managed to put everything back together I regretably noticed that the scroll wheel on the top left corner was bashed in and no longer functional. I still have to say I was shocked that otherwise, the phone again emerged unscathed and happily went right back into service.

So, after getting home I started wondering "what now?" as the device is pretty useless in my opinion without the scroll wheel. It was my fault so I was ready to pay for any repair work and off to T-Mobile's service hotline I went.

Well, after telling them what was wrong, they looked at my account (I am a heavy mobile user for years now) and they simply said don't worry, we'll just replace it. FREE OF CHARGE. I never purchased phone insurance or anything along those lines. Yes, they make a killing on me in tems of call charges but still.

Anyway, not only did they replace it for free, they sent it via express mail to my office....the NEXT day. Total turnaround time was less than 36 hours. This is the way it should be. I still dislike Deutsche Telekom immensely when it comes to my broadband at home and the outrageous fees associated with this, but T-Mobile found a soft spot in my heart (and blog) for now.