T-Mobile rep saves the day after AT&T phone call goof

Recently, T-Mobile helped a customer who had bought a 50GB data-only plan from AT&T for his iPad. The customer was surprised to see that his account showed no available data. When he contacted AT&T, he was told to visit a store to fix the issue. The store was 100 miles away, and he soon realized the information provided by AT&T’s customer service was incorrect.

The consumer drove to an authorized AT&T retailer in Colville, Washington as directed by AT&T customer service. In a social media post, the consumer, known as Expensive_Service_67 on Reddit, mentioned that upon arrival, he found the store empty except for one AT&T employee lounging in a chair. The consumer explained his issue with his iPad data plan to the employee, who responded by saying he typically doesn’t handle iPad data plans as they usually do not work. After briefly inspecting the device, the employee concluded there was nothing he could do and advised the consumer to visit an AT&T Corporate Store, despite being directed to the Colville location by customer service. The nearest corporate store was 75 miles away in Spokane, which was not a convenient option for the consumer. The employee suggested that purchasing another month of data might resolve the issue, but warned that the payment would not be refunded if it did not fix the problem.

Court deals a huge blow to lawyers representing T-Mobile users

Entering the T-Mobile store located one block away led to a completely different experience.

At this moment, our hero was becoming increasingly frustrated with AT&T. He noticed a T-Mobile store nearby and decided to drive there instead. When he arrived, it was much busier than the authorized AT&T retailer, with two representatives and two customers already inside. He spoke with a representative named Alyssa and explained the issues he had with his AT&T data plan and his unsuccessful visit to the third-party AT&T store.

Alyssa did not try to sell me anything at the T-Mobile store. I only went there to get service, and she only offered her enthusiasm and knowledge. In contrast, the AT&T representative lacked these qualities. I currently have AT&T service on my cell phone, but I plan to switch to T-Mobile once my annual contract with AT&T ends.

Alyssa spent an hour discussing the plan with the iPad owner, ensuring the SIM card was working and confirming the payment went through, which it did. When the consumer got home, his iPad worked perfectly, prompting him to express gratitude to T-Mobile and bid farewell to AT&T.

Netflix subscribers get five new mobile games in July

The behavior exhibited by Alyssa is deserving of recognition and reward from T-Mobile executives.

This is the type of story that demonstrates that not all representatives are trying to deceive you by adding unnecessary items to your purchase without your consent. Alyssa’s actions that day, exceeding expectations, have attracted a potential new customer to T-Mobile who may even consider switching his entire family to the network. Perhaps he will share his positive experience with his friends, leading them to also switch to T-Mobile.

This is the kind of behavior that T-Mobile should be acknowledging and rewarding, instead of rewarding representatives who pressure customers into purchasing unnecessary items or services. T-Mobile should be recognizing and rewarding representatives like Alyssa, who take the time to ensure that customers leave the store with only what they want and need.