So after 25 years, I switched from T-Mobile to Verizon. Actually, when I first signed up for T-Mobile it was still Voicestream, for you folks that are old enough to remember that.
I used to be a staunch proponent of little scrappy T-Mobile. It was always a little behind the times cell carrier, but they were also very reliable and the customer service was exceptional. The cell service wasn’t great but it was still decent. I really liked the identity of the company and since my service was dependable at the very least I stuck with it. I’ve had the same cell phone number almost since that same time frame.
After several mergers and when the previous CEO left, it became pretty obvious they weren’t interested in carrying on with the “uncarrier” approach that made them so lovable. But at the end of the day my service was still pretty stable. It wasn’t always the best, but it was consistent.
The final straw came late last year when they removed my work discount and raised my rates on a plan that was supposed to never get an increase. They’re currently facing multiple lawsuits on that front but I could care less. With nothing left to distinguish them from the other carriers, I figured if I’m now stuck paying the same rates, I should at least have better cell service.
I waited until I upgraded my pixel 9 to the pixel 10. If you follow here with any regularity you know I have great pretty much every year because Google gives a fat discount on the new phone trading in the old one. I end up paying a fraction of the cost to get the new phone.
Jump to today where we decided to go down to the store instead of trying to do it over the phone. We were just a little apprehensive of losing our cell phone number, since we both had them for such a long period of time. We wanted to make sure there were no problems.
Everything went smoothly until I got to my Pixel watch. There was a snafu which led to two and a half hours of the in-store tech working on it with customer support to get it fixed. After escalating two tiers it was discovered to be a weird administrative error that totally screwed everything up. Once the tier 3 tech guy discovered it, it all fell into place. And while this is not a glowing first impression, the tech in the store stuck with it. She made sure it got fixed and never once acted upset or irritated. She even went to bat for me for two separate discounts after all the trouble.
I’m certainly not under any delusion Verizon is any better company than T-Mobile. Frankly they’re both greedy corporations, but at least now I have better service for the same price.