T-Mobile Hotspot: Wham, Bam, But No Thanks

Much like beer and hotdogs at the ballpark, airports take advantage of your momentary entrapment to bend you over for the privilege of wi-fi surfing. Against his better judgment, ZDnet’s David Berlind tried to use the airport’s T-Mobile hotspot and access some important and time-sensitive documents from his office. T-Mobile was more than happy to give him a high signal as he completed the transaction, only for the wifi to completely cut out after they charged his credit card. David recorded his call trying to wrest his dollars back from T-Mobile, listen below.

powered by ODEO

The T-Mobile operator is adamant about how since David didn’t call the same day, T-Mobile owes him jack. Also, since David didn’t read the Terms and Conditions, T-Mobile owes him jack. Eventually, Rudy breaks down in the face of David’s unrelenting logic and offers up a free one-day pass (as cash refunds are “impossible”) but it’s really rare and “most other people won’t do it…”

You can hem and haw all you want, but the brass tacks is that David paid money for a service he never received.

T-Mobile: ‘No hotspot? Sorry, no refund either’” [Zdent] (Thanks to David!)


Edit Your Comment

  1. I’m 3/4 of the way thru listening to the call… I feel David’s pain.
    Rudy, the customer service rep, is a moron, and proves it with almost everything he says…
    But not surprising. When I’ve complained about TMobile Hotspot service at local Starbucks, they tell me to call TMobile, who in turn tell me to call Starbucks….

    I hope TMobile responds properly…

  2. Vinny says:

    What’s annoying is that all they have to do is look at the usage on the account and see that he didn’t actually use it.

  3. gte910h says:

    You know how you fix things like this?

    You pay with Amex, and then you dispute the charge

    Amex near almost always just sides with you.

    Other CC’s also allow you to dispute, and they often go with you on your side.


  4. The_Truth says:

    Hopefully, you guys will keep us updated for T-Mobiles grovelling response.

    The sad part is that you have to go through this, posting your experiance to websites, and drumming hype about it, just to get like $9 back.

    Even sadder is that they will keep screwing the regular people.