I can say from personal experience that there is definitely a lack of intelligence on the prepaid side of TMo USA. Many of us have known this for a while now.
I had my own not-so-good experience with them myself. Even the off-shore activations dept can be a real PITA.
Exactly right. T-Mobile prepaid customer service is horrible. Since they are adding prepaid subscribers, especially with Monthly 4G, T-Mobile should want to improve customer service for prepaid. They missed out on a great opportunity. Instead of closing multiple call centers they should have moved their prepaid CS from overseas to those talented reps at those centers.
They, however, were more interested in cost cutting and decided to take a profit at the expense of many employees.