T-Mobile Experts aren't experts. What can be done?

More likely than not the breakdown in communication is because much of the 611 traffic is sent to offshore call centers where the "experts" are working from only the "snappy answers to common questions" that are available to them on the monitor before them. Beyond that, they aren't really T-Mobile folks.

Who knows, maybe they were answering support calls for Dell last week and will be taking calls for some other corporation in the future. Suffice it to say that this level of support is adequate for most of the calls. It is only when the questions fall outside the walls of the box they are in that the breakdown occurs. Mostly because at that point they make promises that simply aren't given any priority and calls are never returned by someone who might actually know enough to address the issue.

It is budget support staff backing up the more people-friendly and/or knowledgeable staff that are too few to go around.

The offshore call center personnel likely are graded by how many calls they take, rather than expertise. They are trained to ask and answer questions in such a way that the company providing the "support" can substantiate getting their contract renewed. The goal for them is to stay in business, not necessarily to learn, and to actually solve problems. Anything they promise to be passed up to the next level, or, promise to have someone call back won't be passed on because that would demonstrate that they were unable to provide support and add to the number of calls that were unsuccessful.

If T-Mobile doesn't spend enough time monitoring, nor, following up on the complaints here (which is why each new issue should be given a unique case number) then the hired guns at the call center can keep kicking the can down the road and it will never get better, except on the data presented to support how many calls they successfully dealt with BECAUSE THEY NEVER LET T-MOBILE KNOW THE CUSTOMER NEEDED MORE HELP.

In my case I eventually got a US based staffer, Paul, who was able to get the ONE Plus added to my plan IN LESS THAN TEN MINUTES. Mostly because he actually works for T-Mobile, gets regular training, is evaluated on actual performance, and isn't half way around the world having to work around speaking English only as a second language. So, he can relate to the people he speaks with a lot better than can someone from a completely different culture.