A customer reports that T-Mobile's customer service quality has declined significantly.

A Reddit user named sosobored85 described his frustrating experience attempting to get a replacement screen protector for his Pixel 9 Pro XL. He contacted T-Mobile customer service three weeks prior and was directed to a store, but was told that it no longer carried the screen protector for his phone.

While driving home, the customer called T-Mobile customer service again and spoke with a representative. He explained that he needed to order the replacement screen through his insurance, but the representative told him it had to be ordered from a physical store. After some discussion, the customer convinced the representative to order the screen protector. A week later, a T-Mobile package arrived containing a phone case, not the screen protector. The next day, another package arrived with another phone case.

The customer called again and was told that a manager would address the issue and that he would receive tracking information. Instead, a package arrived a few days later with a screen protector for the Pixel 9/9 Pro, not the Pixel 9 Pro XL.

The customer wrote, "It boggles the mind how a multi-billion-dollar company can fail this spectacularly on a basic 'point-and-click' order. It's not a single mistake; it’s a systemic ignorance to detail that has wasted weeks of my time."

A T-Mobile representative said that the P360 Lookup app available on in-store tablets should have allowed the original representative to order the correct screen protector in five minutes.

Another member of the sales team commented on T-Mobile's potential transition, stating, "Expect far more incompetence like this as T-Mobile pushes more and more tenured reps out the door in favor of people who don't realize how bad the job has gotten over time...this is what the corporate office wants and saves a few bucks."

Srni Gopalan, the incoming CEO, has four weeks to address issues such as tweaking monthly performance goals to prevent salespeople from adding unwanted accessories, insurance, and phone lines, as well as improving customer service.

In other news, "Iconic Phones: Revolution at Your Fingertips," a coffee table book for tech enthusiasts, will be released in a few months, chronicling the 21st century's tech revolution.