I'm certainly glad you've had a good experience. I don't want anyone to have bad experiences. I think the way things should work is that people with bad experie

I'm certainly glad you've had a good experience. I don't want anyone to have bad experiences. I think the way things should work is that people with bad experiences speak out and people with good experiences do the same. Due to my experience I won't recommend T-Mobile, but everyone should take the balance of published experiences into account when choosing where to shop. My litmus test of customer service organizations is how they handle unusual situations. If they sound helpless it's a very bad sign. If they come up with creative and/or generous solutions, its a very good sign. In your case they had a button to press that they were allowed to press and they pressed it. In mine, they had no button, and quite probably were told internally "Don't help too much." In experiences I've had with stunning customer support (Dropbox/Zappos) the button didn't exist, they had to invent it, then they pressed it as hard and as fast as they could.