This illustrates the fact that customer service is a lottery. My contacts with TMO have been disasters. I got wrong and ignorant information. Once I spent about an hour on the phone with them because I had decided to get an expensive prepaid plan, one that required ZERO credit. I was told that the supervisor needed to call me back the next day. I made an appointment for the time.

No one EVER called me back. A few weeks later I got a form letter saying my credit application had been rejected. Repeat, this was a no credit needed, prepaid plan.

It may be that Nokia employs a lot of drones. Drones are usually created by fear. Companies give customer service reps 20 or so questions and very little information or understanding about their jobs. Scary, demanding customers and employers create representatives who are afraid to vary from their scripts.

However, all companies have qualified representatives. You just have to find them. They might speak English poorly or well (ever notice that some of the smartest, best informed people on this site are not necessarily the best writers of English? The same goes for reps)