Why I hate TZones (also; TMobile is evil)

Posted by james on May 18, 6:14 AM

I've used TMobile for along time (since August 2004; they remind me of that every time I call). The service has been good, the coverage spotty in RI but great in HI, it's mostly cheaper than most other providers. I've had a few service snafu's with them, mostly because the reps usually don't know what they're talking about. More on this later.

I've added a TXT messaging option to my plan (it covers picture messages, which is good when you're 3500 mi from someone), and I've also had TZones for a while. The problem with TZones (besides the fact that a helpful rep signed me up for it months before I wanted it, without telling me) is that no one seems to know what it is. When you get a TMobile phone, about half the options in the menu will bring you to some form of TZones. It offers ringtones, news, weather, sports, direction, and more. When I asked about it, the rep told me that it would allow internet browsing and email on my smartphone (a Treo 650, miserable little device). So I got it.

It's actually been really useful. I've checked email regularly, even sent work emails through it. I check my RSS feeds when I'm bored and waiting in line somewhere. And the saving grace of Treos is the Google Maps for Mobile app that runs wonderfully. It's saved me from being lost (more accurately, saved me *after* being lost) many times. But a few days ago it stopped working, right when I was trying to figure out how to get around on the other side of the island. It hasn't worked since.

I finally called up TMobile to see what was going on. I fully expected to hear that a helpful customer service rep had removed TZones from my account for now reason, or that the billing system was rebooting and that the problem should go away within 1-30 business days, or some excuse. I got booted to the PDA department and described my problem and the lady started looking around. The rep at first said that nothing had changed and tried to fix my account. But afterwards she discovered a memo from TMobile's network department that they had changed TZones to block more ports. Apparently, some people were receiving free internet via TZones, which was never an intended feature. They fixed this hole by blocking more ports. So Google Maps no longer works on TZones. It was one of the few reasons I kept the Treo around, instead of running it over with my car and finding a better phone.

I have no problem with TMobile closing network holes on hidden features that were never supposed to be there. I do, however, have a *huge* problem with TMobile promising internet and email as part of TZones, and then removing that *without notifying the users*! The fact that all promises were made verbally covers TMobile's butt, and although I write down the date, name, and employee number of every call, it's unlikely to be much help in these circumstances (especially almost a year later). The real salt on the wound is that I asked multiple times for documentation of what TZones is. Not marketing speak, because I can read that on the website. I asked for this when I signed up for it, and I asked again today as I found out I'd been lied to. I was told the same thing; I can view the description on TMobile.com. I've asked many times for a clear *written* description of the differences between TZones, TMobileweb, TZones pro, TMobile internet, and TMobile blackberry plans. I've never received clear descriptions of exactly what each plan entails, or even a link to clear descriptions.

This is one more nail in the lid of TMobile for me. Reps from TMobile have told me misleading facts (aka lies) in answer to specific questions I have about their service many times now. They've signed me up for services despite my explicit instructions not to. Every time I call them with questions about a service, each person gives me a different explanation without any reference to written (or online) documentation; I'm supposed to take their word on the matter. I'm tired of playing this game, I just don't know if there's a better place to go. Maybe it's just a matter of finding the company that hurts you the least, and sucks the least amount of blood.