Originally Posted by masterotaku
For me it was emailing Dotson's office that got the ball rolling. Calling "regular" customer service ended up being a complete waste of time for me, as well as almost comical given their confusion and lack of understanding about the products they sell. It took nearly a week before I got my first phone call from Executive Customer Relations too. All in all my six exchanges (email and phone) ended up taking almost two weeks to complete. It took some patience, but that wasn't much of a deal considering I had nothing to lose.
T-mobile's customer service is great but I will agree is pretty clueless.
When talking the tier 2 PDA support about my GF's Cliq XT the woman repeatedly referred to it as the Cliq XL and when the conversation go into switching her out of that phone the woman had no clue about any mytouch 3G having a keyboard or what a Vibrant was. I wound up getting the Vibrant out of them because the only Slide they had was in Black and I don't want to have the exact same phone it would be too confusing.