A user claiming to be a T-Mobile representative made a post where they issued a public service announcement for customers who don’t know how insurance works. According to them they’ve had multiple people come in and ask for a free phone after theirs got lost, damaged or stolen.
The representative pointed out that, obviously, this is not how insurance works in any other industry and that applied to the telecom industry as well. Just because a T-Mobile customer is paying for insurance doesn’t mean that they are entitled to a free phone if their last one isn’t usable anymore for one reason or another.
To drive home the point the representative then compared telecom insurance with medical and auto insurance. The underlying message was simple: you will always have to pay a lower deductible before your insurance can do its job and get you a replacement phone. According to the representative they’ve had an “overwhelming” number of customers think that they are entitled to a free replacement.
Irritation at the T-Life app — which users say fails to accomplish the most basic tasks — is causing arguments between customers and representatives as well. So both sides are dealing with problems regarding the other and sometimes tensions can run high.
But if you’re a T-Mobile customer you can do your part and brush up on how the insurance you’re paying for works exactly. If you ever find yourself in an unfortunate situation where you have to use it, being patient and understanding with your representative will only benefit both of you.
