Bait and Switch at TMO

D

Dead Solid Perfect

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Back in May I read a thread on this site about a TMO promo for family plans where it had four features that included favorite five sharing. As is in the past this site was great for informing me on ways to make the most of our TMO plan. But reading it here does not make it true at TMO. But the record has been pretty much on the mark for info on promos. I contacted TMO by dailing 611. The TMO rep was very helpful. She explain the promo the same as I had read on here and for our family we would have five favorites each that we coul share for a total of 15 different favorites. A full explanation was given, maybe 75% of the call was about this feature. I signed on and thought this would be a great change for our plan. We took the duplicate favs out of our 3 lines. Today when I looked online to check I found we used a lot of minutes and the feature was not working. In calling TMO I was informed I was misinformed and there is no sharing. I was told this happen to a lot of other people so they told they were giving some credit mins. This feels like a Bait and switch to me. I want what I signed up for. Did anyone else have this happen to them. If so complain to TMO. Post here as well. There may be reason for a class action suit. Am I the only one who signed up misinformed? My two teen sons took full advantage of the shared fav, so did I. It will take up to a month to change the favs back. I am not happy. What's everybody's feedback?
 
T-Mobile's website describes the alternative plans pretty clearly. If what you signed up for was actually a Family myFaves Plan, then it really IS a pool of shared minutes, and it doesn't matter if the customer care rep you spoke with didn't know that existed. See this pages:

http://www.t-mobile.com/shop/plans/default.aspx?plancategory=25

Here's a quote from that page:

"...and a shared pool of Whenever Minutes
 
~via BB (wap.rabroad.com)~the $10.00 plan addition was discussed on another thread from on here. To be honest in on saw the ad link for the plan on the TMO site. But with what read on here and having a TMO fully explain the shared favorite five within our family plan. So reguardless of reading the TMO site their Rep misinformed us. My recent follow up I was told that the cunfusion on the plan happen with many customers and the TMO reps. Point is their are no shared favorite five as the rep explained. So we were not confused we were misinformed by the reps who did not understand the plan. From the original thread on here to my rep, something went wrong.in my call with them they admit something went wrong and their answer is to give some credit minutes rather than honor the information that some of their mistrained people told customers.
 
Not sure what you're saying -- re-reading your prior post, it sounds like you thought that you could SHARE each of your "five faves", so that that person "A" could use person "B"'s favs as if they were on person "A"'s list? If I've got that right, then you thought that by having 3 people on the plan, that it was in effect a "Fave 15" for the three of you, letting each person designate 5 of the favorites for the whole group to use at a flat rate?

I've never heard of anyone describing a fave five family plan that way: it was always five favorite numbers for any one person/line in the plan, and the only thing that was shared was the pool of minutes.

Are you saying that what I tried to decipher in my first paragraph is what you read somewhere on this site in May, and what the customer care rep told you?
 
~via BB (wap.rabroad.com)~ when I had tmobile a few years back (when my favs just came out) I was on the samw assumption. But I found out after my first bill that the fav #'s were for THAT line not able to share on the other lines. I eventually went right back to VerizonN since all my friends/family are on VZW.

Yea it does seem like a nice "Bait and Switch" gig, their service is.... Ok
 
~via BB (wap.rabroad.com)~i should have started with this link. T-Mo H@H Promo at http://blackberryforums.rabroad.com/(non-HTTP%20link)
I first read about it on that thread. Again point is that reading it here didn't make it true. But I read it here first and called 611 to ask about the promo. When I called the rep was clear in explaining it. The within our famly lines the favorites would be shared. My recent calls to TMO I was told several people had been misinformed like I was. Their answer was to give credit mins rather than honor what their reps had made the mistake with by what they had informed customers on.
 
I did some googling for "shared faves" or "share faves" and found a single discussion thread where this was debated. The posted experience on that one thread seems to match what you report: one person was told that the faves ARE shared, and others posted that it wasn't. Nothing conclusive by the end of the thread though.

Sorry to hear about your experience. Aside from that one other thread I found, though, I can't find any other references to this. Hopefully you're one of the few who received bad information. Curious about one thing you just wrote: are you saying that T-Mobile Customer Care told you that T-Mobile misinformed several people? Wow. That's rare - I've never heard of customer service reps being told to talk about mistakes made with other customers.

Re: "honor what their reps said" rather than give minutes: it's quite likely that provisioning you as you thought the faves would work (e.g., a shared "fave 15" for the whole family) might be impossible the way the provisioning software is set up. My guess is that, even if a manager were to approve it, their system might simply not allow a setup like that if it's not an allowable plan configuration programmed into the system.
 
Alright, let me see if I can help clear some confusion up.

The problem was that you spoke with a rep that was not fully trained on the promo (which happened to us as well). The $100 unlimited promo (umlimited nights, weekends, @home, and shared myfaves) applies only if you have 4 lines on your account. If you have four lines and add this feature then all four lines will share their myfaves with the entire family. When we were told about the promo by our rep, he failed to mention that it will only work if you have 4 lines on your family plan. I found out after offering it to a customer and finding I was unable to actually activate the account as was being advertised. I then reread the promo materials and found it written in the fine print. I then understood why they advertise it as $25 per line since it will not work without having 4 lines on the account.

Bait and switch, not really. Bad training and explanation, yes.

Zo
 
~via BB (wap.rabroad.com)~I think incomplete training. Something that several customer who called in experinced. To the point they had the minutes credit plan in place for calls like mine to them. For me they were able to add the feature promo at the time of the original call but the shared part did not work. I do think TMO should review how this was handled for training. Someone dropped the ball in how this was put together. For them to have the damage control plan to deal with it shows they screwed up. Me I just want what I was told I signed up for.
 
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