I love it how contracts make you feel like the corporation is all big and scary. Good explanations!
The truth is, this is all just to protect themselves from any liability... in the end, they're still gonna be nice to you because they want your business.
That's one of the things I love about T-Mobile's CS. They are nice to you, even if you don't deserve it. Most people I know have Verizon since they DO have the best reception in upstate NY, where I live. However, I'll settle for a carrier with lesser muscle if it means they have a better attitude about their business.
Verizon's CS appears to be more "by the book"... if your contract says they don't have to give you something, you won't get it.
Bottom line is this thread is VERY good for those that are spoiled by T-mobile being nice. They've come to EXPECT everything instead of appreciating it.