I've been a T-Mobile customer for 12 years. Used the phone, paid the bills, went into the store every couple of years to upgrade the phone. Then I decided to switch plans to take advantage of their military plan. It was my first real experience with their customer service and it was a total joke. 90 minutes in the store as their own representative tried without success to get customer service on the line. An hour in, they realized, "Hey, we can take care of this in the store on the computer." THAT shouldn't have taken an hour. Should have worked too, but it turns out their computers were "down." So I come home and call 611, find out everything the store rep told me was wrong and I have to start from scratch. I get transferred to the dreaded customer service number. 90 minutes on hold and nobody every came on the line. It looks like after 12 years, I'm going to be changing CARRIERS instead of plans.