Trying to keep this post short
Short Version of my Question: If I POP in to a *.sbcglobal.net email address, is that covered under T-Mobile's "BlackBerry Unlimited International E-mail" plan (while I am overseas)?
Long Version: My inlaws went to Turkey with their 7290. On August 5th, I called TMO and added the $20 per month plan. I just happened to glance at their bills online, and they got charged $200 per month in GPRS roaming charges.
I was very calm with the first line representative "Brian" and then his supervisor "Nakita".
They both insisted that:
* My inlaws were using the browser to check their SBCGlobal email account (I set it up for them before they left - and they don't even know *how* to use the browser.)
* (This is interesting and goes to show what the reps know) The indicated that the *only* email covered under this plan was email sent to the *.TMO.Blackberry.net address.
I was in Turkey with them for a portion of their August bill - So I
know they were not reading anything on the browser nor clicking through on any links provided them in email. I had warned them about that before leaving the USA.
After I got off the phone with TMO, I analyzed their bills some more. It turns out that their phone was incurring "GPRS Roaming" charges while popping in to get email rather than "RIM Blackberry".
See the attachment for a copy of the August bill.
My personal BB bill (along with The Wife's) indeed has "RIM Blackberry" on it while we were in Turkey - and we were not charged - as expected.
We owe them $200 for the August bill and I've yet to see September.
Ideas? Do I try to escalate this with TMO? RIM? I think the root cause is their email was coded incorrectly as GPRS traffic?
Edit: Change image from URL to attachment