It means that if you call customer care today and request to change your plan or you go to a store and request to change to a family plan and add lines of service, they would put you on a one year agreement from today.

I'm sorry I didn't finish my previous post before submitting it. How did you do the COR? You went into a corporate store right? They should have notified you that by doing that you would be under a one year contract. If you were eligible to upgrade when you did that, they should have offered you a new phone. It is possible that you were not eligible to receive the full discount on the upgrade at that time. You would have to talk to customer care on that one. Maybe you can get them to cut you a deal on a phone or like I said before, you can get any unlocked GSM phone from Ebay and activate it on our network.

My friend (who went to the his country) called T-mobile and asked for COR. I then called in to take it. During the process, I checked many times with T-mo that there is no new long-term contract because the account has been out of contract for 3 months. After the change, I still called twice to verify there is no contract and they said I can cancel anytime without any ETF. But they said I couldn't upgrade phone because I am viewed by them as a new customer even though they said I can port my number away or cancel at any time. The CSR also feels weird because she said, according to the policy, they couldn't go upgrade so "porting/cancelling" seems to be a better solution for me.

The whole thing seems a bit weird to me because customers are usually told to go into a corporate or exclusive store to complete the COR. Did you keep your friends old account number or did customer care give you a new account number? Did you change the plan when you did the COR? Our upgrade policy comes into effect once you have had your phone and plan for at least 11 months. They would not let you upgrade if the phone was only purchased from us a few months ago.

WHAT IS WRONG WITH YOU PEOPLE! CORs are NOT done in retail stores! They are done over the phone with CC. If anyone tells you differently, they are wrong! You're obviously an indirect...

For the person who is trying to get a new phone AFTER the COR...Well, dude, you should have asked this before you completed the COR. Think of that question BEFORE you make a big change like that. You have to use your head and think a little. Don't go into something without fully thinking about every possible question. That's just not smart these days. You should know that. You weren't charged an activation fee and you got to keep your number.

I just did a COR w/ CC and I did not have to re-sign any agreement and they did inform me up front that if I wanted a new handset that I should do the upgrade before I do the COR. so you are right, this is in resoponse to the O.P. and a couple of the re-posters on this thread

I have worked in an indirect store. I have also worked in a corporate store and now am in an exclusive store. We can do anything here that customer care can do and for your information when we do a COR we call customer care to complete the whole process.

You need to back off before acting like you know everything about TMobile. I have been with the company for over four years now and am still learning things.

I have you beat on your tenure, so you can back off. Customers can use our phones to call, but it's a waste for them, it takes too long and is pointless for them to do it in the store. Call from the comfort of your own home. As far as calling for them, I'm pretty sure the customer can do that on their own. Most would rather do it while at home. It's when indirects feed them BS and tell them to come to us and then we have to tell them that CC is the one who actually makes the change that pisses them off.

What exactly do you do when you complete the process for them? Yeah, I'm pretty sure customers can dial 611 on their own. You don't actually DO ANYTHING as far the process goes. You can't "do anything that customer care can do." If...
(continues)

I bounced around because I was first hired into an indirect retailer and then transfered to a corporate store because I did not like working for the indirect company. I thought they did not have good business ethics. I am now in an exclusive store because the store was just opened in an area where all they had was indirect channels. I thought it was a great opportunity to try to improve TM customer service in an area that needed it.

Most customers do not like to sit on hold, even though there isn't much hold time and deal with their own account. It is easier for them to come in and have someone else take care of it for them. I don't mind doing it because we are here to prove that we can provide better customer service. Yes we can ...
(continues)