I currently have three phones with VoiceStream in Albuquerque, NM. One phone is actually in my daughter's name, though I pay the bill for it. This is the source of most of my problems with customer service.

The first time I called customer service about this phone, I was told that the account was Sara's and that even though I was listed as the person paying the bill they couldn't discuss the account with me. What?? I'm paying your salary and you can't talk to me? I got my daughter on the phone and we placed a "secret password" on the account. This is supposed to allow me to access all the information and make changes to the account. Fine, no problem. I called to change the credit card number, gave the password and was assisted by a pleasant, even cheerful young man. He even followed up with an email to assure me that everything was taken care of. Excellent service! I became a raving fan.

The next time I called I was not so lucky. The young man who answered the phone refused to speak to me. He told me I wasn't listed anywhere on the account, and he didn't know anything about a password. If I couldn't verify my daughters Name, Date of Birth, Social Security Number, Driver's License number and state of issue, as well as state I was in fact her, he wasn't going to do anything. I explained to him that I was the one paying the bills, and we had set up the password just to avoid this experience. He told me to shut up and listen to him, he was not going to lose his job because I was too stupid to understand the law. I asked to speak to his supervisor and he hung up on me.

I called back, angry, frustrated and not in a happy place. This time I got a young woman who was wonderful. She prompted me for the password, took care of my needs, listened patiently when I told her about her co-worker and even offered to file a complaint in my behalf.

In general, I find the service and support I get from VoiceStream to be good. But.. every now and again you do get someone who seems to have no idea what customer service is all about.

I'm very happy with the rate plans and coverage I get. I've never had an outage of service and the phones work even in the mountains and desert surrounding Albuquerque. Free long distance on weekends, and including a good part of Arizona in my local calling area is fabulous. Get the service, just hope you never have to call in for support.

Recommended: Yes

Amount Paid (US$): 69.99/shared