No I agree and they are usually really good about that, when we switched plans a few years ago the system some how dropped my wife off and they would barely work with her at all. I have been with T-Mobile for over ten years and customer service has always been a hallmark and one of the reasons I stayed. I won't say that I haven't had issues or during what are jokingly referred to as the "dark years" when the AT&T merger was just hanging there. I think some of the problem right now is the new CEO has hit a chord with how he is changing the industry and the growth/change is going so fast that between the changes and growth you are starting to see a few bad apples turn up. I actually don't go to the closest store to me but rather one that is a few miles farther the other way not because they are all bad at the closest store but they have a couple of Associates that I just feel deserve my business and can tell it is more just a job for them. I went into the other store and feel much better about how they serve their customers knowing that T-Mobile corporate would never condone some of what happened to you and eventually it does catch up with those that do that.
T-Mobile for me has always been competitive and had what I needed and now even more with the free international which was a big thing for me since I do travel outside the US quite a bit.