Everybody knows it: T-Mobile has the worst coverage of all the major cell phone carriers. Where Verizon can hear me from the depths of the mountains and AT&T has a map flooded in bold colors, put me in a basement or sadly, even my bedroom and my T-Mobile coverage goes out the window. Even still, I have been a proselytizing T-Mobile customer since the days of candy bar Nokias. Every time I was in trouble with my minutes, my bill, or anything related to my phone, T-Mobile was there for me, with saccharine greetings and quick fixes. Who cares if I can't make a phone call when I need to, I thought, when cheerful friends were there to bail me out when I underestimated my usage or couldn't figure out what plan was best for me.
But times have changed and I no longer laud T-Mobile. Their coverage hasn't changed but their service has plummeted. In the last four months, I have called T-Mobile Customer Service line more times than I have fingers and have only once hung up the phone without frustration curdling in my lungs and swear words rattling in my brain. I can't understand them, they can't understand me, miscommunication is at an all-time high. I'm not opposed to call centers in Mumbai, but when the last five people have told me I need a Change of Responsibility and you can't even pronounce that, I have a problem. When navigating the automated call system is like breaking into the Pentagon, I have a problem. When the autmated call system disconnects me three times in a row because I can't guess the right word for Operator, Customer Service, or Complaint, in the right order, I have a problem. When it takes four tries to cancel an AutoPay for an individual no longer on the account, to transfer responsibility to a new plan, to resolve issues deemed entirely my fault when Customer Service Representatives from bygone eras would have worked through them with me, I have a problem.
I have a problem with T-Mobile. And it's ruining my day.