I have been a loyal customer of T mobile for the last 10 years. Today I wanted to take advantage of their promo for free smartphones as I need to upgrade my (yes) 10 years old phone. I call 611 and explain to the rep that I needed a WiFi capable phone so I can get signal in my new office. She mentioned that my plan was not going to allow an upgrade and tried to sign me up for a contract Classic unlimited at $79.99. I wasn't ready to spend as much on my cellphone as I rarely use text and have been more than happy with my 600 minutes. After several back and forth, she offered me a $59.99 plan including data and a free phone (I would only have to pay $99.99 and will get a $100 mail in rebate). When I asked which models I could choose from, she mentioned several including the Galaxy SII. She also confirmed that I coud go right away to the store and get it. I did and ther big surprise: the plan wasn't change. The saleman basically laughing at my face tried to convince me to change my plan but the minimum price I would have to pay for the free phone was $79.99 so basically in 2 years I am paying for the phone and that was only because of their promo today. If I wanted a lower rate plan, the phone will cost me $20 for 20 months after the $100 mail in rebate. I went out of the store and call 611 again, got someone else on the phone who finally hang up on me.
So TMobile, please don't say you are offering a free phone with a 2 year contract when indeed the customer pays it one way or another.
I feel rip off at several levels : confusing plans, so called free phone, very poor customer service (on the phone and in the store) and no consideration for loyal customers.