This shouldn't be a major issue but thanks to the carrier's customer service department, it turned into an entertaining, but also cautionary, tale. While driving home from the store, the customer called T-Mobile customer service and spoke with, as he put it, "a call center representative whose thick accent made him nearly incomprehensible." T-Mobile customer service can't handle a simple replacementFinally, after going back and forth with the T-Mobile customer service guy, the customer finally convinced him to order the screen protector. Customer service is another area that needs to be revamped. Whatever that vision is, it must include improved customer service, which has been a major concern forsubscribers.