Retail is a tough gig. As a customer, I sometimes dread the experience more than a visit to the dentist. Get in, get out - avoid the impulse buys at the front of the store, and hope you didn't break the bank on something shiny.
As with most T-Mobile stores, the wait can be long, but this time, I didn't mind as I was still deciding on an upgrade or execute the warranty service on my busted phone.
My job often has me juggling between sketching a quick floor plan while taking pictures of various work-related components. Last site visit, it was going well until I fumbled and dropped my phone. No worries. At least until I needed to snap another photo and was met by a blank screen.
[insert groan here] My face twisted like I bit into a tart lemon just thinking about the fun times to be had with Assurion and T-Mo Customer service. Yay - fun times spent on my short weekend.
But I digress. I walked into the store, waited long enough to browse through the latest iteration of iPhones before Christian called me over. So I explained my predicament and in short order, he was on the phone on hold with T-Mo Customer Service while explaining to me that I could avoid the whole process by pulling the trigger on the Jump program and upgrade. The difference between this and paying the deductible of $175 was only $40. Sold.
So after some time spent on the phone with Customer Service, Christian learned that my phone's IMEI # didn't match what was on record. What's that mean? Alarms go off in my head. Unfortunately, Apple Town Square !@#*ed up and didn't update the IMEI for the replacement phone they gave me. I had a phone with a camera that wouldn't work until I find the receipt. Quick search on my emails and I find it.
Long story - short? Christian calls his assistant manager Bella over and they work the customer service from Assurion and T-Mo to get it resolved. After another wait, which was preferable to walking around with a half-functional phone, I step outside with a shiny new iPhone. Upgraded. With a Lifeproof (idiot-proof for me my wife says) case that can take a 10' drop.
I love the extra step and care these guys applied to giving me a great experience. Just a little bit of effort and a lot of bit of attention caught a problem that could have been a nightmare to resolve on my own with a third-world call center in Asia. Well done Christian and Bella, you guys rock!