Every mobile operator has at least one fundamental flaw which makes you wonder who, back in deep staff, came up with that decision or policy. Well I’ve now identified T-Mobile’s flaw, for me anyway and it seems thousands of other people.
The flaw is exposed in a very simple way, T-Mobiles insurance scheme is run by a third party, and like any other third party arrangement its twice as much as it needs or should do. With T-Mobile that’s a whopping £9 month which is a super whopping £192 per 18 month contract including first excess charge. You can buy a new more replacement handset for that (or get one off ebay).
But wait! I hear you cry, what happens if you lose or damage your phone 2 or 3 times during contract, surely the insurance becomes worthwhile? Well that’s a matter of opinion, because every claim incurs excess charges of £90. Plus … the third party insurer only commit to giving you a refurbushed unit or near equivalent, not a new unit.
Best policy is to never lose your phone, a policy I’m happy to say I have stuck with since my first NEC P3 back in 1991. So most people don’t buy the insurance because its so expensive. So why am I upset about this? Well I wanted to buy a spare MDA Mail to replace an MDA 3 which I was testing WM6 upgrade on, so I phoned up T-Mobile upgrades and asked them how much?
They told me I could not upgrade or downgrade the MDA 3 but could buy an ’offline’ MDA Mail for £135 but they could not sell to me direct, so they gave me the part number and sent me to CarPhone Warehouse who supply T-Mobile offline phones. CarPhone warehouse wearily told me T-Mobile didn’t supply the MDA Mail to them so they couldn’t help. T-Mobile customer services then sent me on a fruitless waste of time journey to my local T-Mobile store who informed me they are not allowed to sell offline phones. A policy that they thought was crazy, as they have to send uninsured customers to local Carphone warehouse to buy replacement handsets and lose money by not completing the sale. This apparently leads to huge customer dis-satisfaction, and of course the opportunity for CarPhone Warehouse to steal T-Mobile customers by cross grading their contract. You can’t even buy it as a spare part as they have no way to bill you.
So back I went to T-Mobile who have now ultimately said the easiest way to get a replacement phone is to buy the cheapest contract with the MDA Mail free on which is a Flext 25 12 months which is £300 and dump the SIM or give it to someone…. this is madness for them and their customers!
So the bottom line for anyone losing or damaging their phone and wanting a T-Mobile model is to get another cheap contract and give the SIM and a cheap phone to your gran.
Also, for anyone buying from T-Mobile business, when they say Free 24 hour handset replacement, they only mean warranty replacement, not loss or damage, which they conveniently omit to mention.
Come on T-Mobile, let your stores sell offline phones!
