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The Real T-Mobile Customer Service Phone Numbers: 800-937-8997
Posted by WhereisoldUS on 01/29/2006
DAYTON, OHIO -- Hi,

I applied a new account with T-Mobile on their website last Friday. I received several emails from T-Mobile and stated someone activated my phone before I receive my cell phone. I called the phone number from the email T-mobile provided: 1-800-672-5390 and the rep who picked up the phone was very unfriendly. She said if someone activated your phone before you receive it, tough luck! She gave me the real customer service number 1800-937-8997. When I talked to the real customer rep(Jason) from T-mobile and Jason said that phone number is not T-Mobile's. The phone number belongs to a rebate company. That is quite interesting because I paid the full price on their website and did not have any rebates specials.

Of course, I had to argue with Jason for about a half hour to cancel my order. I have not received my cell phone from T-mobile yet and someone has activated it for me. Jason told me he cancelled my account but refused to give me any confirmation regarding our conversation. I guess if the charges still show up in my bill, I should not have any surprise! I will keep updating my situation, so other customers can be aware of the result.

I have the good faith to do business with T-Mobile, but they publish their rebate company as their customer service phone number which is not very nice.

As little as I know, to receive a cell phone service usually requires one year contract, it represents the company can do whatever he wants to unfairly treat their customers during the yearly contract.

Be alert! When you decide to do business with T-mobile, because you may need to pay more than a fancy free cell phone during the service!

Ann

     
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Posted by kittys06 on 2006-01-31:
I would not use T Mobile again, as soon as my contract is up I am switching companies, bad customer service, rude employees, my phone quit working after three weeks of having it. Anyone with any good ideas on who to switch too? thanks
Posted by TIGER S. on 2012-06-20:
GO WITH NON-CONTRACT SERVICE AND MAGIC JACK PLUS FOR HOME. USING THE MAGIC JACK, YOU CAN FORWARD YOUR MAGIC JACK NUMBER TO YOUR NEW NON CONTRACT CELL PHONE. IT DOES NOT MAKE ANY DIFFERENCE HOW MANY TIMES YOU CHANGE CELL PHONE NUMBERS. JUST KEEP CHANGING THE MAGIC JACK PLUS FORWARDING TOO NUMBER. I AM USING TRACFONE WITH TRIPLE MINUTES. I ACTUALLY HAVE MORE THAN ONE TRACFONE TO HASSLE MY BILL COLLECTORS (I DO NOT OWE THEM). YOU MIGHT ALSO WISH TO USE THE FREE GOOGLE VOICE NUMBERS BUT I BELIEVE GOOGLE VOICE MAY START CHARGING NEXT YEAR.... AND GOOGLE VOICE HAS LESS PRIVACY THAN MAGIC JACK PLUS... REMEMBER TO USE THE PLUS AND FOR TRACFONE USE AMAZON AND REMEMBER LOOK FOR 1200 AND TRIPLE MINUTES. AND YOU CAN USE BOTH GOOGLE VOICE AND MAGIC JACK PLUS, USING GOOGLE VOICE YOU CAN BLOCK CALLERS...WITH MAGIC JACK PLUS YOU CANNOT BLOCK CALLERS.
Posted by debee on 2013-10-23:
Worst customer service
Posted by NICOLE on 2013-11-08:
WRITE TO THE BETTER BUSINESS BUREAU AND THE FCC AND FILE A COMPLAINT.....
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T-Mobile Text Fraud
Posted by Fraud Buster on 04/18/2006
BOSTON, GEORGIA -- Tuesday April 18th I received a bill with about 50 charges for outgoing text messsages to Seattle, Washinton number 206-313-0004. This is not the first time that I have seen this number on my bill. I was also very confused because neither do I know anyone in Washington nor did I recognize the number. Also I had been charged for 540 messages outside of my 400 message plan. Where did my 400 go? I do not make this many messages and they do not print messages made within the 400 on your bill. To make a long story short I got the runaround from 3 different representatives. "Our tracking is very accurate and according to this these are valid charges, theres not really anything we can do" I got this same bit from 3 different people. I was also told that if I did not pay the bill I would be turned over to a collection agency. Also after some research I have found out that this is a common probelm with T-Mobile and there are sites all over the internet trying to expose billing fraud from T-Mobile which I will add links to later. I also called the number to find out whos it was and come to find out that it is not in service, and after some research online and through the use of reverse telephone directories I found out that the number is registered to T-MOBILE VOICESTREAM!!!! So to wrap this up I cancelled my service which is going to cost me $200 plus my bill I have now. This is most certainly fraud and I am not the only one who this has happened to.
     
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Posted by Hugh_Jorgen on 2006-04-18:
For what it's worth, do a reverse lookup on your own number - it will most likely show T Mobile as well. That doesn't mean anything, just that the number is in a block of numbers assigned to them for their exclusive use to give out with phones. I would call and text the number and find out who has that phone.
Posted by badger666 on 2006-05-04:
If T-Mobile has confirmed that their tracking is accurate; then T-Mobile can provide a complete audit trail of your supposed messages.
I would expect this to contain your mobile location, sender number, text content, time of message send and number sent to.
If T-Mobile cannot produce this evidence tell them to ... go away.

P.S. you could consider moving to a decent service provider - I have found that cheap is not always best.
Posted by CihaPet on 2006-07-10:
I just noticed 7 text messages on my bill this month to that same number!
Posted by johncandy on 2006-07-13:
From googling this number, it appears to be a T-Mobile SMS center number. In other words, it looks like they mistakenly listed the SMS center number instead of the destination/origin number. In my case, the charges were legitimate even though the number was inaccurate.
Posted by adamg187 on 2007-10-23:
http://support.t-mobile.com/knowbase/root/public/tm51134.htm Look at the support page for t-mobile (the very bottom). It is showing that number as the SMS Center Number. INTERESTING?! I smell class action lawsuit.
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T-Mobile Text Message Charges
Posted by JNOEL on 01/08/2006
LAPEER, MICHIGAN -- I was charged sometimes $9 & $10 per text messages for messages I did not want or even read. I downloaded a ringer from T-Mobile and the the company that created the ringer has a deal with T-Mobile where they can send me text messages, charge T-Mobile and then T-Mobile charges me. For almost 6 months I have been asking T-Mobile to help me stop the text messages. I was told that they we unaware of who the company was and that they could not de-activate my text messaging feature. So whether I read the messages or not I was being charged for every one. I finally got the number to this company called m-Qube and they confirmed that they have an agreement with T-Mobile and T-Mobile is their biggest customer. T-Mobile requlates and gives them authorization to send the messages. I have been lied to and taken advantage of for months now and I want to cancel my service. I should be to cancel without incurring a cancellation fee. I will not conduct business with a company I cannot trust.
     
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Posted by WMUstudent on 2006-01-09:
Same thing happened to me! I filed a complaint with the Better Business Bureau and the Attorney General's office. T-Mobile called me and then took the charges for the text messages off my bill. They then told me I could cancel my account and they would waive the early termination fees.
Posted by RVRBOATKNG on 2006-01-09:
That sounds totally outrageous! I am wondering what kind of messages cost nine and ten dollars a piece tho. I'm not doubting you mind you, just wondering. I have T-Mobile and send pictures that don't cost that much. Sounds like a bunch of crooks.
Posted by JNOEL on 2006-01-19:
Just to let everyone know. All those who have problems with T-Mobile, there is hope. I contacted the FCC, Better Business Buereau and my Attorney Generals office about my problem and T-Mobile contacted me yesterday and agreed to what I asked. I was let out of my contract without a termination fee and because of all the money I paid for the unwanted text messages, I didn't have to pay last month or this months bill. It took some time but if you are truely a victim of fraud or bad service, stick with it! GOOD LUCK!
Posted by jengelbach on 2006-02-07:
JayD, do you work for the phone company or are you just naive? There is no opting out of cancellation fees if you want a cell phone, so it is a one-sided contract in which you have no choice. The sole purpose of businesses, including phone companies, is to make money, and they'll do whatever they're allowed to do to maximize that, no matter who is hurt. That's why there are consumer protection laws, why people speak up about being treated unfairly, and why someone with your views is a consumer COUNTER-revolutionary.
Posted by Marsy on 2006-03-07:
Here's what you can do. If you go to the TM online site you can filter incoming text/instant messages in the following way. Refuse all incoming messages by setting filters for all incoming text or instant messages.

Make the sender filter match something unlikely like, TMisSleaze, the subject something like TMRsl*ts and the receive match something like TMCrimePays.

Then any messages from that sender, with that subject with that receiver will get through to your handset. Otherwise nothing else.

You have to go through an absolute maze to find out how to do this on their site. And every operaturds spoken with said it's not possible to refuse to receive chargeable instant/text message.

But they are liars and that is what they are paid to do.
Posted by Rutledge on 2006-03-13:
I am a reporter in Milwaukee working on a story on fraud in cell phone billing and am looking for people from Wisconsin who've had problems. Please contact me at rrutledge@journalsentinel.com and include a phone number where I can reach you if you are willing to help with the story. Thanks. Raquel Rutledge
Posted by Consumer Rights Activist on 2007-09-11:
If you were charged on your cell phone bill by T-Mobile for third party mobile content subscriptions or services (i.e., for ringtones, premium text messaging services, joke a day programs, wallpaper, screensavers, text alerts, etc.) that you never ordered or authorized T-Mobile to bill you for, you might want to contact some class action attorneys investigating unauthorized cell phone charges:

http://www.classactionconnect.com/?q=node/680
Posted by vegasfreeman on 2007-10-25:
I filed on the http://www.classactionconnect.com/?q=node/680 thanks
Also I also email t-mobile an email like below:

Dear T-Mobile:

My name is Yoon, I currently have 3 accounts with your company, I keep getting unauthorized Text messaging from one the phone since I sign up with Tmobile, in beginning, you guys were great, you guys offered me free IM to cover that, because you can not find out the source where is coming from. But now, you guys say there is nothing you can do to control the unauthorized messages, Money is one thing, but it's the business principle that I am not happy with more.

I did little research on the internet, and not surprisingly I found lots of people have the same complain.

Since T-Moile practice business in a communist way, I decided joint the people on the internet to file class action, regarding that matter.

Here is how we look at it. We have no control over incoming messages, we will get charge no matter its authorized or not. So if some one decides to play a prank keep sending email 100 times a day or spamming, we will pay T mobile $15 a day, that’s $450 a month unless we sign up with your unlimited Test service. You know there is program will sent out email automatically. I heard this kind a prank at radio prank show once, so I know it’s not hard to do.

My suggestion is operate the business the right way, give the customer control, if they want that service or not, you have options for all other services why not make this option a reality and make your customers happy and grow your business.


Sincerely,

Yoon
Account soon to be expire

Posted by andreson on 2010-04-15:
this is very interesting to know the things that have some past history just like T-Mobile Complaint. the people who are in touch with such work they can start training as ccie are available for technical persons.
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Fictitious overcharges
Posted by Marsy on 03/04/2006
FORT COLLINS -- Where to start? Well...in my opinion and with
our experiences, T-Mobile is the most unscrupulously run operation I've ever
encountered. We have four phones under a shared
1600 minute plan with them. One of the phones
has a monthly $14.99 surcharge for unlimited
text and instant messaging. Our December 2005 bill came in an 8 1/2x11" envelope, was hundreds of pages in length and was a whopping total
of $1086. What?!?

They had charged $0.35 as used minutes for every single text/instant message on that phone. On top of that, because each message was charged
as a minute-they chewed through the 1600 minutes and charged all phones for minutes over the 1600 limit. The 1600 minutes were "used up" by
messages that were charged as minutes.

It took several weeks, calls and emails to at least six different T-Mobile customer support "specialists" and their business care email address to get the problem resolved. Each call ended in the following. "We are going to give this to our offline billing department...we'll get back to
you within one week." Finally we got the fictitious charges cancelled from the bill. But they never reversed the charges for overbilling us for the minute overage. They dropped the messaging charges, but NOT the charges for the over 1600 minutes that the fictitious message minutes. Worse, repeated instances occurred where the same "minute" was charged for multiple times--because some messages were sent/received within that same minute (!). They never dropped these charges.

January's bill comes--and they have done the same thing again, with the same phone, with the same outcome--a bill of over $966. Again with the
repeated phone calls to at least a half a dozen customer support specialists, the repeated run around, repeated, wasted time. Finally, again, after endless phone calls and stalling, we get the bill credited for the fictitious charges. They still did not drop the fictitious charges for the minute overages triggered by the fictitious minute/message charge. They rolled December's charges for this over to January's billing.

February's bill comes--and they have done the same thing AGAIN, with the SAME phone AGAIN, with the SAME outcome AGAIN--a bill of over $684. All the same billing for the various fictitious charges from December and January showed up.

We haven't started round three, but I am now convinced that our only recourse is through whistle blowing and legal action in small claims court
or through binding arbitration. After three months of this, our conclusion is that they will continue to deal in bad faith on this matter--now and in the future.

Having scoured the terms and conditions agreement, it is clear to me that the only way to get billing disputes logged them and potentially resolved
is in writing to the address listed in section 2 of the Terms and Conditions. Write about any illegitimate or fictitious charges on your
bill to this address:

Customer Relations
P.O. Box 37380
Albuquerque, NM 87176-7380

You should understand that you can also take T-Mobile to small claims court for any illegitimate or fictitious charges. This may be your only
protection since they may unilaterally decide to hand your bill over to a collection agency for a new set of hounds to ruin your life.

In our case, they have dealt with us in "bad faith" at every turn. If (when) you are unable to get a result from their customer relations, you
must "serve" T-Mobile by sending all paperwork and a description of your complaint to this address:

Corporation Services Company
1010 SE Union Ave. SE
Olympia, WA 98501

Then you can contact the--American Arbitration Association for a disposition. Their phone number and web site are: 800-778-7879 www.adr.org

We are not deadbeats or bill dodging non-payers. We have credit scores of of 900/930, 805/850 and 800/825 from the three credit rating services. We have become gravely concerned that T-Mobile will file a fraudulent, negative report against our record with the big-three credit bureaus if we refuse to pay these fictitious charges. That would negatively affect us for years. There seems to be no recourse and no end to them continuing to
levy fictitious charges, abusively bill and continue and repeated deal in bad faith.

This has been a nightmare for months now.

Our contract with T-Mobile ends on March 29, 2006-Independence day, Bastille Day or whatever you want to call it. After that date, we will cancel service and begin legal proceedings against T-Mobile for fictitious charges and abusive billing practices. We are left with no other choice.

     
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Posted by Anonymous on 2006-03-04:
Have you even tried to get them to look at the plans you have and make sure nothing's wrong? Plus, I never use minutes while texting. That's ridiculous.
Posted by miketech on 2006-03-05:
Ouch! That's alot of testing. My son did something similar with Verison. He swore he didn't text that much. 2 and 3000 text messages a month. I don't see how it's possible but he can do it very quickly. I took the phone from him so no more texting is going on and the bill has been $99 ever since. Do the mobile companies cheat the billing on text messaging?
Posted by Marsy on 2006-03-05:
robwolf: The phone that was being charged for text/instant messages has a $14.99 per month plan for _unlimited_ text and instant messages.

Text and instant messages are _not_ to be charged as minutes per the plan--whether or not you have an unlimited text and instant message plan.
Posted by comary on 2006-03-06:
I feel so sorry for you. I used to have Tmobile and I HATED them!!!! Their customer service was SO POOR and getting back to you with questions and inquiries were AWFUL! I hope everything works out!!!!!!!!
Posted by jumper on 2006-03-18:
T-Mobile is the worst cell phone company out there . The motorola v330 is the worst phone they give you. Customer service is full of it.
Posted by jr14 on 2006-03-18:
OMG, I'm sorry for everyone's pain with T-Mobile, but I'm also relieved to see my husband and I are not going crazy, we've been dealing with a living hell from T-mobile for the last year and we cannot seem to get them to just GO AWAY!!!!

I won't go into too much detail, it would take too much time to explain years of what I call customer abuse -- just suffice it to say that after years of erroneous charges, defective equipment and overbillings and rebates we've never received because of errors on their end, I finally snapped at the beginning of this year and broke our contract -- I felt it was worth the $200 termination fee, it had gotten that bad.

Well, I did not realize that because we had two liones, it was $200 PER LINE -- more small print I probably didn't notice.

Nonethless, we decided to bite the bullet and pay the $500 + we owed just to be free of T-mobile.

Well, my husband inadvertently sent the bill to the wrong address and after three weeks we were getting calls from T-Mobile asking why we still haven't paid our bill off yet. I called Cust. Serv., only to be told they "never received it."

Once we realized the bill went to their Mesa, AZ address, we called to ask them what could be done to expedite the bill being sent to billing in Cinci, and were told we should "cancel that check" and send a new one, as there is no one at the Mesa, AZ address to process the check.

After deciding we should do this, to avoid the check being double cashed, (and paying $33 of our own money to our bank) we sent a new check and were relieved to see they finally cashed our check. We were FINALLY DONE WITH T-MOBILE..... or were we???

A month later, we received a bill for $20. Chagrined, I called cust. serv. once again, this time with a HUGE chip on my shouder, only to be told they were charging us for a cancelled check fee -- for the original check we sent to Mesa, which THEY suggested we cancel!!!! WTF????

I called finance and was told sorry, we cannot reverse this charge, you MUST pay this or be turned to collections!!

I'm STEAMING mad but my husband feels we should just give up, pay the $20, why let them ruin our excellent scredit scores. Me, on the other hand, I'm so angry I say let them rot in hell before giving them another frigging DIME!!

Any suggestions????
signed --

WE HATE T-MOBILE FOR LIFE!!


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T-mobile Customer Service Sucks
Posted by TmobileSucks on 01/04/2006
22102, VIRGINIA -- I have recently had the most horrible experience with T-mobile customer service. The problem began when I placed a web order for their cell phone service. I had inadvertently placed duplicate orders, with one having a wrong shipping address. Upon realizing that both orders had been submitted, I called the T-mobile back office number 1-800-672-5390 included in my order confirmation email to straighten out the problem. The representative who answered my called said "I cannot do anything for you." So, I naturally asked for her supervisor who presumably should be able to do SOMETHING.

Wrong!

To my surprise, I was informed that the ENTIRE T-mobile corporation does not have 1 single mechanism to stop an aberrant order. Adding insult to injury, when I pressed the back office supervisor why then did they include 1-800-672-5390 this phone number in the email and encourage customers to call with questions, this VERY well trained T-mobile employee HUNG UP ON ME. The irony of this is that the whole reason I even bothered to call T-mobile informing them of my mistake was to save their time and also my time and eliminate unnecessary stress. But the rude behavior of this SUPERVISOR I received severely casted doubt in the integrity of T-mobile as a corporation. Except things only get worse...

If any T-mobile representatives out there would care to defend this kind of behavior, I would love nothing more to hear you out.

I called back again, but this time I got bumped around first by their automated phone system and then by 3 other T-mobile representatives, each time, I had to explain to them what I have done. Finally, I reached a sympathetic representative at Sales and although he had no idea how to stop the order, he did try to give me specific instrutions on what to do, which I DID find to be helpful. At leaset he did his job. By this time, I had already gotten tired to trying to explain my situation to everyone, so I asked this representative if he could leave just a note in my file so the next time I called back I wouldn't have to repeat myself again. STRIKE TWO! I was told there is no way any T-mobile rep could leave a note. How backward is that?????? Any T-mobile knows how to provide cellular service? I seriously doubt it.

Nevertheless, I waited patiently all day the next for the delievery of my two phones, but they NEVER showed despite obtaining tracking numbers from UPS. I called T-mobile at around 3:50pm to try to fnd out the whereabouts of my phones. I was quite taken aback when the representative told me that I needed to talk to UPS when on the UPS website it clearly stated that I needed to contact the shipper. The useless rep then said, "Oh, you need to call sales, not customer service." And I GOT DISCONNECTED AFTER BEING PLACED ON TOLD FOR TRANSFER.

Luckily, when I called back, the representative was nothing but helpful. She was on the phone with me for 2+ plus hours, although, again she couldn't do anything because of the asinine T-mobile corporation, she at least tried to find out what's going and ACTUALLY KNEW HOW TO LEAVE A NOTE FOR CONTINUITY IN CASE I HAVE TO CALL BACK.

When I called back again as instructed by the previous rep at a latter time, the call started out bumpy, and although the rep was very sympathetic, he was practically useless. And his supervisor basically lied, because I was told that the duplicate order would be cancelled.

Guess what???

No, the duplicate phone didn't get cancelled. It came with the UPS shippment. If I hadn't intercepted the UPS delievery person, the duplicate phone would have fallen into the wrong hands, easily. The UPS guy was extremely helpful...he helped me refuse recepit of the phone and sent it back to T-mobile. You'd think this was the end... WRONG AGAIN!!!

I got email confirmation informing me that both of my phones had been activated. So, I called T-mobile again (What a mistake), to see if everything is kosher that I should not be charged for any cost of the duplicate phone. Again, I got the same spiel...and I would have to be charged for 2 days of service, even though I have tried

1) to stop T-mobile from even processing the order
2) to stop shipping it out
3) recall the shippment sooner if caught early enough
4) send the shippment back as soon as possible

And just to think...all of these pain and time wasting calls could have been avoided if T-mobile had bother to implement a simple system to override "THE SYSTEM".

To think a cell-phone company doesn't even bother to implement something that would make both the consumer's lives, the representatives lives easier... is simply baffling.

To all of you out there...DON'T SUBSCRIBE TO T-MOBILE. T-MOBILE DOES NOT HAVE YOUR BEST INTEREST AT HEART. WORSE YET, T-MOBILE DOES NOT HAVE THE COMMON SENSE TO DESIGN A SYSTEM THAT MAKES SENSE.

If you are representative who works for T-mobile and get yelled at, don't get offended. We are not yelling at you, we are yelling at T-mobile. And you should really quite working for such kind of company, because if they don't care about the customers, they hardly care about you!

All comments are welcome.
     
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Posted by Ponie on 2006-01-05:
Although I sympathize with your being bumped around by T-Mobile, the cause of your problem is clearly found in the first paragraph of your letter: 'I had inadvertently placed duplicate orders, with one having a wrong shipping address.' I see no way a person could 'inadvertently' place duplicate orders--and one with an incorrect shipping address! I've been a T-Mobile customer for years now and have had only one occasion on which I had to call them. The CSR was polite, courteous, and after extensive research, we found the error was mine. If you're so unhappy with their responses, switch to another carrier, But don't place duplicate orders with them!
Posted by CrazyRedHead on 2006-01-05:
I also do not know how you can place a duplicate order. I have been a T Mobile customer for many years and also a rep with AT&T/Cingular for 5 1/2 years. I agree with Ponie here and I do understand your frustration with the T Mobile system bumping you around. Everytime I called in the representatives were always nice and helpfull. I had a problem at first which ended up with me having an extra line of service, but it was my fault this happened. And being from both sides of the phone here, I feel as though there is some parts of this story missing. Also once an order is shipped, there is NO way to cancel the order and this is not only with T-Mobile. I have dealt with this situations many many times in the past. I am not condoning there yelling at you or hanging up on you, but I have had the phone system hang me up where I had nothing to do with disconnecting the line, and with the call volume so high I could not call the customer back.
Posted by TmobileSucks on 2006-01-05:
Ponie and CrazyRedHead,
If EITHER ONE of you had spent time reading my post, maybe you would understand my frustration. I did not say EVERYONE of the rep was bad, in fact, I mentioned that some were pretty helpful, so don't even try the "I don't understand why you are frustrated". But when you do come upon the asinine reps, you can't help but wonder how a company could operate with such workers.

Ponie, whether you understand or not how duplicate orders can be made is not my problem. But the fact is, duplicate orders were made and despite my every intention of stopping this order, I was unable to and neither was anyone at T-mobile. Think about this, how is it possible that a company like T-mobile does not a mechanism of recalling an order? I ran into a similar problem with Apple once, and guess what? They had a way of resolving such issue. So, don't give me the "We can't stop THE SYSTEM".
Posted by TmobileSucks on 2006-01-05:
CrazyRedHead, for your information, there is nothing missing in the story. Just because it doesn't sound nice doesn't mean the story is not real. Just for one second imagine what I had gone through and perhaps you'd understand where my frustration came from. And maybe you'd be able to provide better customer service next time.
Posted by TmobileSucks on 2006-01-05:
Oh, and here is one more thing for Ponie and CrazyRedHead. You'd think T-mobile would ALSO have a mechanism for preventing duplicate orders especially if only 1 pre-existing cell phone number was being ported into the new T-mobile phone? WRONG! THE SYSTEM when through and assigned me a random phone number for the second phone despite my original request of porting just one (for reasons like...uh there is already another phone with that number....)
Posted by KateM on 2006-01-06:
I would hope you took this as a sign of things to come and stopped service with T-Mobile. In the end you really do get what you pay for and while T-Mobile may be cheap they certainly aren't a good company.
Posted by Ponie on 2006-01-07:
Hey, Tmobilesucks, don't get your pantyhose in a bunch! Red said she 'understands', I said I 'sympathize' with your being bumped around. Neither of us said "I don't understand why you are frustrated". Life is too short.
Posted by Voice of Reason on 2006-01-30:
There are a few important things to remember here.

1. Phone upgrade orders can ONLY be sent to the billing address for your account (unless you pay for it by credit card before ordering). This is to prevent fraud.

Once the order was placed, they could not change it to another address for the reasons above (it might be someone trying to order phones on your account and mail them to someone else).

2. What COULD have been done was to call and ask to have the order canceled. This could be done within the hour of placing the order. Beyond that, its in the system and being processed and routed off to shipping and fullfilment centers. (and yes, it would be nice if it could be stopped somewhere along that route).

2. You entered the order. Regardless of anything else, or how stupid 't-mobile' or the people who designed the order system may be, they were not the brain surgeons who submitted an order incorrectly online. Yes that caused you alot of headache. But you want to cast stones on people for not thinking something thru or designing something better. Take *SOME* responsability.
Posted by jengelbach on 2006-02-07:
It's clear that some people on this site either don't listen, work for the industry being criticized, or are just plain naive. They try to shift the blame to the consumer, who, after all, is just trying to purchase a service and expecting it to work as advertised. I've run several businesses, and I know that sometimes the customer really is wrong, but being helpful and courteous to ALL customers is part of the cost of doing business. Unfortunately, large businesses have a cost-benefit system in place; that is, it's cheaper for them to alienate a certain number of unsatisfied customers than to try to satisfy them all. That's why this Website exists: to raise the number of visibly dissatisfied customers so that they seriously affect profits. The apologists for the companies who post here are trying to undermine that effort. They are consumer COUNTER-revolutionaries.
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Fraud, Fraud and More Fraud... Please read & beware
Posted by Sammyzn23 on 02/07/2008
My story started with my wife getting me a Black Berry Curv through T-Mobile (my cell provider). I received the phone right before we left town for Christmas. 3 days later I realized that I didn’t like the phone and I tried to take it back to the T-Mobile store on MacArthur Blvd. in Las Colinas, I was then told that I had to send it back through mail.

When I finally was able to get the address to mail the phone back it was already at the 11th day of my 14 day trial period and the rep told me as long as the post mark date was within 14 BUSINESS days from the date you received it, you WILL receive proper credit to my account. I mailed the phone with DELIVERY CONFIRMATION on the 13th day which happened to be Jan.2nd, 2008.

On Jan.27th, 2008 I received my bill only to see that I am still being charged for the phone I had already sent back 3 weeks earlier. I called to investigate and was told that they could not help me without a tracking number, which I had but couldn’t find because I was moving, I continued to call every other day to see if the returns department had credited my account??? IT GETS A LOT BETTER I PROMISE JUST KEEP READING.

I was told that my package was NEVER received and that there is no way to contact the National Returns Center and that I didn’t have proof or confirmation of delivery, they thought I was bluffing about having a tracking number but I actually had it with when I called today Feb. 6th, 2008, when they looked it on the USPS site where it shows that it was delivered on Jan. 4th, 2008 they told me that the reason I will not be receiving a credit is because they received the phone on the 15th day after I had received it even though it was actually the 13th business day which I was advised initially. They were adamant about telling me that they could not credit my account the $267 I am owed, I told them to then give me back the device they received on Jan.4th, 2008 ( YOU ARE GOING TO LOVE THE RESPONSE I GOT, WHICH WAS) “we CAN’T send it back to you, we don’t even know where it is it would have been sent to the manufacturer” so I said then give me the credit if you are not going to send the phone back to me and their response was…”Sorry we can’t do that because you didn’t return the phone within the 14 days” my response was “so what you are going to bill me for the phone that I sent back already and have proof that you received it AND keep the phone and sell it to someone else???

This is fraud??” they continued to repeat that they can’t credit the account, can’t send me another phone because they have already sent it once, and they can’t locate the phone that I sent back and that I had to pay the $267 for the phone that THEY now have!!! And when I threatened to cancel my service after having been a loyal customer since 1999 (since it was Arial communications) they said that because I got a discount on the phone they automatically extended the contract for 2 more years and that they will charge and additional $200 on top of all of this mess…I realized then that this was not going to go anywhere positive or even remotely fair.

T-Mobile is so fraud that they won’t give the legal department contact info but no worries, I already have an appointment tomorrow with Fox News channel 4 and I am preparing all of the documentations of the calls, receipt dates, shipping, names and dates of contacts and already working though my lawyer to file a complaint with the state and carbon copy every local news agency to expose this fraud company.
     
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Posted by sabletaz on 2008-02-07:
They should of given you 30 days instead of 14, like Sprint and ATT does.
Posted by Principissa on 2008-02-07:
What I don't get is that you waited until the 13th day to send it back. If you realized you didn't like the phone 3 days into using it you should have sent it back then. Not waited. I think that since you did return it, albeit a little later than you should have that they should at least give you a credit for the phone. You did uphold your end of the agreement.
Posted by Sammyzn23 on 2008-02-07:
I recieved the phone on Dec 22nd, left town for Christmass, got the phone on the 25th as my gift by the 28th I did not want it, took on the 29th to a T-Mobile store and was told that I have to call customer service for the return address which took 2 days to get. That put me at the 31st of Dec. everyone was closed on the 1st of Jan and I sent it back on the 2nd, I was told that I had 14 business days to send the phone back, I sent it back on the 10th business day actually and now they are saying that it is 14 calender days and they are claiming that we recieved the phone on the 20th and not the 22nd which is not true. BUT you guys are focusing on 1/2 the issue...the AMAZING THING IS THAT they refuse to give me credit back for the phone that they have recieved(and I have the proof) and they refuse to send it back to me to use it, so they have my money and the device and I am frankly screwed!!! does anyone see the problem here??
and yes Sabletaz I totally agree that it should be 30 days coz 14 days is sometimes not long enough as you could see my case..
Posted by Principissa on 2008-02-07:
I guess you didn't read what I wrote then.
Posted by CrazyRedHead on 2008-02-07:
You have 14 days from the date you ordered the phone, not received it. I sat down with a calendar to figure this out, so please bear with me. I used to work for AT&T doing this and I have also sent back a phone to T-Mobile before, I actually called them on the 14th day to tell them that I am sending the phone back and I wasn't charged anything. I take it you received the phone about 2 days after you ordered it, what does there computer say, the date that you ordered the phone will automatically populate at the time of the order, you really need to find that confirmation number.

Also, I always make a copy of the order off of the computer, so if there is any problem I can refer back to it. If you ordered the phone on the 20th and sent it back on the 2nd, that is 14 days right there, although the date that you called and requested the return labels should be used.

Once/if the phone is received back at there warehouse and it shows in there computer, you will then be able to reorder another phone, you might even be able to once you are able to produce the tracking number, they did for me. The phone is actually your responsibility until they receive it, did you send it insured with signature requested? The retail prices of phones are to expensive to not be insured, or to trust snail mail with, and a signature request would ensure the date when the phone was received and signed for.

Contacting the media will probably not produce the results that you want, since what there computer says is usually all the evidence that is needed, unless you can produce your own that backs up your case. T-mobile's lawyers are very good at this kind of thing and eventually the cost of them dragging this out will outweigh the actual retail cost of the phone. Good luck.
Posted by Steffanut on 2008-05-07:
T mobile policy is that you have 14 days from reciept of the phone to return it, except in California, not just a T mobile policy but state laws.
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Cannot Cancel Contract Signed With Fraudulent Agent Store
Posted by Simonlu on 11/10/2005
JERSEY CITY, NEW JERSEY -- I signed up T-Mobile's service on July 9, 2005 through US Power Wireless (T-Mobile Agent Code: 0044592; Address: 39-02B Main Street, Flushing, NY; Tel: 718-321-9188; Fax: 718-321-0388).

Although I just wanted a basic family plan (2 lines included), the agents told me that, by signing up 5 x $39.99 individual plans, I would receive a series of rebate checks, making this a better deal, even if I do not use the 3 extra lines.

However, in September, their rebate check was bounced. Phones were unanswered. Store was locked. And their bank reported insufficient funds in account (North Fork Bank, A/C: 3059-70374-8, A/C Name: U.S. Power Connection). I am left with worthless rebate checks in hand.

In essence, I was sold a service plan (5 x $39.99/per month) based on misrepresented information (that the rebates will offset higher costs) by a T-Mobile agent with no intention to honor the contract in the first place.

This is NOT a case where I am terminating the service prematurely to switch to other providers. The contract was established on fraudulent information in the first place and should be rectified accordingly.

My true intention
=======================================
July: 49.99$ family plan + 2 activation fees
August: 49.99$ family plan
=======================================

What I actually paid
=======================================
July: 5 x 39.99$ individual plan + 5 activation fees
August: 5 x 39.99$ individual plan
=======================================

I called T-Mobile several times trying to solve this issue, during a period of almost 2 months. I was first told that T-mobile received many similar complaints against that agent and would follow up. So far, no response was received.

The second time I got to speak to a supervisor, who asked me to fax in all documents. I faxed my contracts with T-mobile and with agent store, as well as bounced rebate check of that store. I got the fax receipt showing the transmission was OK. But I didn't get any returned call.

Then I called again and spoke to another rep. He said he would double-check if my fax was received and then get back to me in 3 days. I didn't receive any call.

Today I called again and spoke to yet another rep. Again my issue could not be solved without another round of investigation, which might or might not generate a response to me.

I have no complaint about all the reps I spoke with. They were all polite and did their customer service well, following company policy strictly. However, I am very frustrated by the policy (or lack of policy) of T-Mobile in solving my problem, and I do think some answers are unfair/unacceptable to consumers.

Here are some of the answers I find unacceptable:

(1) I cannot cancel an unused line, otherwise I have to pay $200 in cancellation fee. However, T-Mobile can transfer this line into my family plan (so that I can pay $10 a month, or $120 per year for a line I have no need for...)

From my perspective, this contract was established on misrepresentation and fraudulent intent of agent store. Therefore, it was not an agreement by a well informed consumer, and should be corrected. (Can I say this contract was invalid in the first place?)

This is very different from the scenario that I cancelled a contract prematurely to switch to another service provider, in which case I think an early cancellation fee is understandable.

(2) I cannot dispute charges more than 60 days ago.

I voiced my complaint to T-Mobile in September for the July & Aug bill and the possible fraudulent activity. That was definitely within the time frame. It was because T-Mobile didn't respond to me for a prolonged period of time, forcing me to call in time after time, resulting in this issue to appear as 'more than 60 days ago' in November! This is T-Mobile's fault, and I cannot accept that as a valid reason for not correcting my early bills.

(3) "T-Mobile has nothing to do with these independent stores."

True, T-Mobile does not own them, but T-Mobile does activate my service, based on request of that agent store. It would be a real stretch to say that T-Mobile has no contractual or moral responsibility in regulating agent stores' sales practice.

Let me paraphrase the whole message I got from T-Mobile: "We will do nothing. It is your problem. T-Mobile is not responsible for our agents’ activities, but we are happy to take your money, even if our agent stores misrepresented us. By the way, if you want to walk out of a contract due to unethical practice of our agents, we will hit you with a back-end fee."

As a first time customer, I am very frustrated by this entire experience. To average consumers, T-Mobile's agent store IS T-Mobile. Average consumers are not in a capacity to find out the relationship between these stores and T-Mobile, as long as T-Mobile activated the service plan. And I sign up a service plan provided by T-Mobile, not that agent. My payment went to T-Mobile first, and then T-Mobile split that with the agent store.

In communicating with T-Mobile, I have been very patient and wanted to be fair.
I NEVER requested T-Mobile to honor the rebate checks issued by that fraudulent agent store. I repeatedly told reps that I understand T-Mobile was not completely aware of what was going on. I only requested T-Mobile to allow me to back out of a wrong contract and pay what I truly intended to pay (i.e. a basic family plan for first 2 months, and family plan + 2 additional lines from 3rd month onwards.)

I have also been keeping up with the monthly bills, despite T-Mobile's unfulfilled promises that some resolution can be reached before I pay my Sept/Oct bill. I have acted in good faith despite all the outstanding disputes, and have the right to expect T-Mobile to be equally honorable in business dealings.

I urge that T-Mobile do the right thing to customers, before I escalate further.

It's not that I cannot take a few hundred dollars of loss. It is that I won't tolerate such unfair treatment. I will keep escalating or pursue legal channels, if it is not resolved. And I will spare no effort to dissuade people around me from using cell phone service providers that give me unfair treatment.
     
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Posted by MyraEllen on 2005-12-16:
If you didn't need the lines, why did you sign the contracts? Were they just going to sit unused for a year? Was the rebate checks really enough to make up for that? Or were you planning all along to argue to have them shut off once you recieved the checks? Something doesn't sound right here.
Posted by Jitterbean on 2005-12-20:
The next time that you talk to them ask them to file a complaint with risk assessment team. This is the fraud team and they will get back to you. Also ask them to see under policy of fraudlently actived lines or contracts. Hope this helps
Posted by hush on 2006-01-03:
Authorized or not authorized, same level of commitment or no commitment
-----------
From T-mobile website:
http://www.t-mobile.com/company/business/default.asp

Conduting business->overview:

"And, the partnerships and dealers we work with have the same level of commitment to service. We also believe in adhering to the standards and policies designed by government and regulatory affairs. To learn more, access the links to the left."

If T-mobile sticks to their own words, they should take responsibility to the fraud of US Power Wireless (or US Power Connection). They should take care of their customers (NOTED, these customers are T-mobile customers... not "just" fraud agent's customers!)
Posted by TmobileSucks on 2006-01-05:
I completely agree with you. It is not about the money. If you do your best to honor your responsiblity, the least T-mobile could have done was to say "We will look into this and honor you for your suffering". T-mobile as a company has no heart. I recently encountered the most horrible experience with T-mobile all because of their "SYSTEM".
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Terrible Service
Posted by Kristi4804 on 01/10/2006
TORRANCE, CALIFORNIA -- I bought the new V3 Razorphone less than a month ago. Yesterday morning I went to get my phone out of my purse and found that it would not power on. I went to the T-Mobile store where I was told the phone had water damage and I needed to contact Customer Care (what a joke to even call it that). I called customer care and explained to them that the phone had been in my purse and could not have had water damage to it. I just purchased my phone 20 days ago and wanted a new phone. The customer care rep told me that any environment that has moisture in the air can cause the phone to get water damaged and they do not honor that in the warranty. He said that even water in the air can cause the phone to become damaged and the new Razor phones are very susceptible to water damage. I then explained to him that I JUST purchased the phone and just spend $200 on the phone and my husband is also tied into a 2 year contract - yet there is no phone to use. I then spoke with a "supervisor" to explain to him that I cannot afford to purchase a new phone and they should either warranty their product better or they should have a disclosure about the so-called water damage. He did not agree and told me he could not help it if I bought a crappy phone and I needed to take that up with Motorola. I then told him that if he cannot honor his product, I will have my husband(the account holder) call back.

A few minutes later, my husband calls in a panic to tell me that the phones were cut off. I called T-Mobile back to find out who turned off the account and found it was the supervisor I had spoken with earlier and I had authorized the phone to be turned off. I then asked the rep how the supervisor can allow someone to make a decision when they aren't even authorized to make a payment over the phone. He looked up the account and told me he did not see my name on the account and I was NOT authorized to make that decision.

What if the phone would have remained off? Would my husband have been held liable for a decision that was beyond his control? Would he have had to pay the remainder of the contract he just signed? These are all questions I asked T-Mobile but they have not been responsive to any of my emails.

     
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Posted by KateM on 2006-01-11:
I'm confused did you tell them to shut off the phone service or didnt you? As far as the phone goes 9 times out of 10 its better to just claim the phone as lost or stolen and recieve a replacement that way. Seems like whenever there is damage the companys find a way to weasel out of replacing them. I know it may not be honest but hey when swimming with sharks....
Posted by Voice of Reason on 2006-01-30:
This is ONLY to address the comments about the equipment.

There is a water damage indicator on all motorola phones. It is a round white circle under the battery. If you look at it, and it is red, that means it has gotten moisture inside (which changed the white sensor to red). That is probably how the person at the store knew the phone had 'water damage'.

Water damage (however it was caused) voids the manufacturers warranty. The phone is not made by T-Mobile. It is made by Motorola. T-Mobile acts as the middle man between the consumer and the manufacturer, processing the repairs and exchanges under the guidelines set by the manufacturer. Shipping the phone to the customer (usually an advanced exchange...meaning you get the replacement, then send in defective phone back). You could go staight to the manufacturer, and they would require you to send the phone in first. Open it up, diagnose it, repair it, and then mail it back. Which is a longer process of course.

You did not drop the phone in water. They were corrcect that moisture in the air or near water can get in an electronic device and cause problems. They ARE electronic devices after all.

Your complaint about them warranting thier product better or unhappy with it being suceptiable to water damage would be a complaint with Motorola. Not T-mobile.


As I said in the top, this only addresses the equipment issue. That your account was suspended and noted as at your request was a Major screw up on thier part and certainly should be reported to T-mobile!
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T-mobile will not provide customer service.
Posted by Perplexed on 02/15/2006
DALLAS, TEXAS -- I know this is long but read on and you will be cured of ever wanting T-mobile. They lie, and refuse to work with customers as they promised. Here is my T-mobile story. I have also sent the info to the FCC. I will not use T-mobile again.

*4/26/05-SIGNED UP FOR T-MOBILE, 3 LINES, BOUGHT 3 PHONES AND PAID SERVICE CHARGES TO START THE ACCOUNT TOTALING $211.07.

*8/2005-FIRST CONTACTED T-MOBILE BY PHONE AND COMPLAINED OF COVERAGE PROBLEMS ON ALL 3 PHONES. WAS TOLD IT WAS A PROBLEM IN THE AREA THEY WERE WORKING ON AND IT WOULD GET BETTER.
*WAS GIVEN A 15.00 CREDIT ON SEPTEMBER 2005 BILL.

*9/2005-GAVE UP ON BETTER COVERAGE AND WENT TO T-MOBILE STORE TO COMPLAIN. WAS TOLD IT WAS PROBABLY WHERE I LIVED OR IT WAS THE PHONE. BOUGHT A NEW PHONE FOR MYSELF. I SPENT OVER $300.00 ON A NEW MOTOROLA RAZR DUE TO BAD COVERAGE PROBLEMS, I WAS NEVER TOLD OF ANY REPLACEMENT PROGRAMS OR OFFERS WHEN IN THE
T-MOBILE STORE COMPLAINING ABOUT THE SERVICE.

*10/2005-REALIZED THIS NEW PHONE HAD NO COVERAGE PROBLEMS. THE OTHER 2 PHONES ON MY ACCOUNT STILL CONTINUED TO HAVE PROBLEMS.

*12/2005-DECIDED TO CONTACT T-MOBILE AGAIN AND ASK IF THE OTHER 2 PHONES COULD BE LET OUT OF CONTRACT BECAUSE OF BAD SERVICE. I AGREED TO CONTINUE ON WITH THE CONTRACT WITH THE NEW PHONE.


*FIRST E-MAIL RECEIVED BACK FROM DECEMBER......
From: customercare@t-mobilesupport.com
Date: January 2, 2006 1:30:17 AM CST
To: blocked
Subject: [Ack] Case 944647 Rate Plans.GeneralRatePlanQuestions


Thank you for contacting T-Mobile via email. We apologize, due to the busy holiday season, we are experiencing high volumes and we may not be able to respond to you within our current 4 day response time. Please reference case number 944647 in the event you need to update your request.

Sincerely,
T-Mobile Web Correspondence
01-01-2006
23:30:08 PT
_____________________________________________


*1/4/06
THIS IS THE FIRST E-MAIL TELLING ME IT IS THE PHONES.
WAS TOLD PREVIOUSLY BY T-MOBILE PHONE-IN CUSTOMER SERVICE THAT IT IS NOT THE PHONES. I REPLIED TO THIS E-MAIL UPSET THAT I HAD BEEN TELLING THEM IT WAS THE PHONES BUT THEY SAID IT WAS NOT FOR MONTHS AND I STILL WANTED THE OTHER 2 PEOPLE OUT OF THE CONTRACT.

From: customercare@t-mobilesupport.com
Date: January 4, 2006 4:57:43 PM CST
To: blocked
Subject: Re: Case 944647 Rate Plans.GeneralRatePlanQuestions

Dear WM,

Thank you for contacting T-Mobile. My name is Karen and from reading your e-mail I can see that you want to cancel 2 of the existing 3 lines on your account as you are not getting proper coverage on them. I know it is annoying when you do not get the coverage you need so I will certainly help you to get this sorted out today.

I am just reviewing your account and see that you have been with us since Apr. 26, 2005 and will take this opportunity to thank you for your commitment to us. I have a question about the coverage that you suggest. If you have 3 lines all in the same area and only 2 of them are not getting service maybe the answer is not the coverage but the phones themselves. We have a handset exchange program in place for our customers that have purchased their handsets through us so if you will kindly give our Customer Care department a call an agent there can troubleshoot the phone and if it needs to be replaced you will be able to do it right then. You will also have the option of upgrading to a different kind of phone any time after March 26, 2006.

If you would like to check the coverage for your area you can go to www.t-mobile.com and click on coverage. A map is available there and you can put in the address of where you are checking coverage and you can see for yourself what kind of coverage is available for the area.

I also apologize for the delay in replying to you. Due to unusually high e-mail volumes the response time is delayed. I appreciate your patience in this regard.

I hope that the information I have provided has answered your questions W. If you have added concerns or questions please respond to this e-mail including the case # 926593 in the subject line or call our Customer Care department. The toll free numbers are 1-800-937-8997 or dial 611 plus send from your handset.

Thank you for contacting T-Mobile as we value our customers.

With warm regards,

Karen S. 7264565
Customer Care Specialist
T-Mobile, USA

__________________________________________
*1/24/06
THIS IS T-MOBILE CONTACTING ME BACK AFTER MY SECOND REQUEST FOR 2 LINES TO BE LET OUT OF CONTRACT. THEY SAID IF THE PHONES WERE OUT OF WARRANTY I WOULD HAVE TO PAY A $100 FEE FOR EACH IF I TRADED THEM IN. NO MENTION OF THE CONTRACT.

From: customercare@t-mobilesupport.com
Date: January 24, 2006 12:35:18 PM CST
To: blocked
Subject: Re: Case 988845 re: case 944647

Dear WM,

Thank you for taking the time to contact T-Mobile.

We apologize for the delay in our response to your issue. At this time we have been receiving a high volume of emails and are working to respond to each customer accordingly. Thank you for your patience!

W. I understand the frustration that this issue is causing you. At this time, please answer the following questions to ensure that the issue you are having is a handset issue and not coverage.

When did this problem start?
Did this problem happen suddenly, or has this gotten gradually worse over time?
Where did this issue occur all over or a specific address including city, state, and zip code?
Did this problem happen at a certain time of day?
What is the exact issue with the handset?
Have you turned the phone off and then back on again?
Is the issue with calling landlines or other mobile handsets?
Is this problem occurring indoors or outdoors?

With the above information we can log a service issue, which will determine if the issue you are having is handset related or coverage related. However, if we have already logged a service issue on your behalf and the issue was determined to be handset related, we can complete a handset exchange for you. A handset exchange is a free service as long as your phone is still under its one-year warranty. If your handset is not eligible for a handset exchange we will be happy to help you with a handset upgrade. If your handset is exchanged and found to be out of warranty you will incur a $100.00 out of warranty fee.


You will receive a phone of equal or greater value, but not necessarily the same phone model. If you have purchased accessories for your phone, they may not be compatible with your replacement phone.

We are not able to exchange handsets that are no longer under warranty because they are older than one year old or because they are damaged beyond repair. If your handset falls into one of the following categories it will be considered damaged beyond repair:
" Equipment with liquid damage, (the liquid damage indicator is red)
" Equipment with a broken or cracked LCD screen
" Equipment that is crushed
" Equipment that is in multiple pieces
" Equipment that is melted
" Equipment that has animal chew marks
" Battery door, keypad or other moving parts glued so as to be non-functional.
If your handset is not eligible for a handset exchange we will be happy to help you with a handset upgrade.
The device you receive may be a refurbished unit. It will carry an additional 90 day warranty or the remaining balance from the original device, whichever is greater. You will receive a letter with your replacement phone. It will provide important instructions on how to begin using your replacement phone, and how to return your defective phone to T-Mobile. Please follow these instructions carefully to ensure that you only return the necessary equipment.
If you wish for us to place an order for your defective phone, please respond to this email with the IMEI of the defective phone. The IMEI is a number that is located on the back of your phone under the battery. Also, please respond with the address, which you would like to send the phone, and the shipping option you choose from. You may choose UPS Ground shipping, which is a cost of 9.95. Shipments are delivered within 3 to 7 business days. Or you can choose UPS Express. UPS Express is an expedited shipping option with a $15.00 additional charge. Express shipments will be delivered within 3 business days.

Also, Equipment Protection can be added within 14 days of a Handset Exchange. The14-day enrollment period begins the day an Exchange Order is placed with Customer Care. If you are interested in adding the equipment protection plan to your replacement handset please let us know. Keep in mind that once the 14 days passes we will not be able to add the equipment protection feature to your handset.

Again thank you for your patience!

If you have any further comments, questions, or concerns feel free to contact us at anytime.

Thank you for choosing T-Mobile.

Sincerely,

Delia
Customer Care Specialist
T-Mobile USA

*I REPLIED AND EXPLAINED THAT IT WAS UNACCEPTABLE TO ME TO GO THROUGH ALL THIS TROUBLE BECAUSE I HAD ALREADY SPENT OVER $300 ON A NEW PHONE AND TOLD T-MOBILE THEY COULD SETTLE THE PROBLEM BY SENDING ME 2 PHONES LIKE THE ONE I PURCHASED FOR $300 AT NO COST TO ME. I KNOW THE NEW PHONE DOES WORK.
_______________________________________________

*1/31/06-I GOT THIS RESPONSE THAT SEEMED TO ACTUALLY BE GETTING SOMEWHERE. NOW SUDDENLY I CAN GET 2 NEW PHONES AT NO CHARGE.
I REPLIED BACK THAT THIS WAS ACCEPTABLE TO ME AND TO GO AHEAD AND SEND THE NEW PHONES. ALTHOUGH THEY DID NOT GET MY NAME CORRECT!

From: customercare@t-mobilesupport.com
Date: January 31, 2006 4:17:14 PM CST
To: blocked
Subject: Re: Case 988845 re: case 944647

Dear Delia : (not my name)

Thank you for taking the time to contact T-Mobile. At this time it looks like we may need to an exchange for the two V180's on the other lines. This is a free service as long as the phones have not been physically damaged or have water damage to them. This process works by us sending you a replacement phone and then you would return your defective phone to us. Please be advised that if you do not return the defective phone within 7 days of receiving the replacement phones you would be charged a restocking fee. As long as you meet the requirements for no damage to the phone, and if you would like to do the exchange, please let us know, and we will process that order for you.



If you have any further comments, questions, or concerns feel free to contact us at anytime.

Thank you for choosing T-Mobile.

Sincerely,

Lonnie
Customer Care Specialist
T-Mobile USA

*2/8/06-I WAITED AND WAITED AND NO PHONES CAME IN THE MAIL.
_______________________________________

*2/8/06-I RECEIVED THIS E-MAIL INSTRUCTING ME TO DO MORE WORK AND TESTING ON THE OLD PHONES. APPARENTLY THE NEW PHONES ARE NOT COMING!

From: customercare@t-mobilesupport.com
Date: February 8, 2006 5:09:52 PM CST
To: blocked
Subject: Re: Case 988845 re: case 944647

Dear WM,

Thank you for taking the time to contact T-Mobile. We can see from our email correspondence you have answered some basic questions regarding coverage. Currently you have three lines and your original intention was to close two of the lines, keeping one line. Your motivation was due to the two phones in question are dropping calls. Each phone has a SIM card. Take the SIM card out of one phone and place it in the phone that is NOT giving you trouble. Use the phone and report if you experience dropped calls. Do the same for the other questionable phone and report the findings. Once you complete this trouble shooting step, place all SIM cards back in their original phones to avoid confusion. This test lets us know if the issue is truly the equipment, the SIM cards, or the network. We will discuss other options in our next correspondence.

Thank you for choosing T-Mobile.

Sincerely,

Chris
Customer Care Specialist
T-Mobile USA
____________________________________________


I E-MAILED BACK THIS COPY:

It is not my job to test your bad equipment. I have tried to work with t-mobile to resolve this problem over the last 6 months in a fair way to me and t-mobile is not able to provide that.

My last correspondence with t-mobile is below from you where I was to get 2 new phones. I wrote back and said send the 2 new phones. now you are asking me to do something else.
I am done with trying to work with t-mobile. You could not even get my name right. It's W. not Delia.
I will find another company that cares more when my contract is up in 2 months.
Thanks for nothing. I will also write the FCC to let them know of your practices.

Sincerely,
WM
___________________________________________


*2/9/06-RECEIVED THIS REPLY THE NEXT DAY.

From: customercare@t-mobilesupport.com
Date: February 9, 2006 2:08:35 PM CST
To: blocked
Subject: Re: Case 988845 re: case 944647

Dear W.

Thank you for contacting T-Mobile. My name is Annatjie and I will be happy to help you with any concerns you may have with T-Mobile Service.

You contacted us regarding bad equipment you have and that you are offered two replacement phones. I can understand your frustration and I do apologize for any inconvenience this issue has caused you.

To expedite your question, I have transferred your issue to our Technical Care group. You should receive a response within 24 hours. I would like to take this opportunity to thank you for your patience.

Upon review of your account I see that you have been with us since April 26, 2005 and I want to thank you for being a loyal T-Mobile customer, your business is truly appreciated.

If you have any further questions or concerns please reply to this e-mail or contact our Customer Care department at 1-800-937-8997 or 611 SEND from your handset.

Thank you for choosing T-Mobile W., we value you as our customer.

Sincerely,

Annatjie J
Representative ID: 7259373
T-Mobile Web Correspondent Team
_______________________________________________

*2/14/06-RECEIVED ANOTHER REPLY APPARENTLY FROM ANOTHER DEPARTMENT. THIS TIME I AGAIN HAVE TO DO SOMETHING FOR THEM IN ORDER TO RECEIVE NEW PHONES AND PAY FOR SHIPPING EVEN THOUGH I TOLD THEM TO FORGET IT.

From: customercare@t-mobilesupport.com
Date: February 14, 2006 12:50:31 PM CST
To: blocked
Subject: Re: Case 988845 re: case 944647

Dear W.,

Thank you for taking the time to contact T-Mobile regarding your issue.

We understand that you are waiting on two replacement phones for your signal issues. This can be disappointing when they have not been sent out yet.
We would be happy to assist you.

Looking over the notes on your account, we did not receive the Two IMEI numbers needed to process the exchange for your phones. Please provide the mobile number and IMEI of the phone used on that number. The IMEI is a number that is located on the back of your phone under the battery. Also, please respond with the address, which you would like to send the phone, and the shipping option you choose from. You may choose UPS Ground shipping, which is a cost of 9.95. Shipments are delivered within 3 to 7 business days. Or you can choose UPS Express. UPS Express is an expedited shipping option with a $15.00 additional charge. Express shipments will be delivered within 3 business days.

If you have any further comments, questions, or concerns feel free to contact us at anytime. Our Web site, http://www.t-mobile.com is also a great source of technical information including how-to and tips and tricks using your phone. Alternatively, our support number is 1-800-937-8997 or dial 611 from any T-Mobile handset at anytime.

As a valued customer, thank you for choosing T-Mobile. We appreciate your business.

Sincerely,

Ray 2743387
Technical Care Specialist
T-Mobile USA
_________________________________
2/15/06 - FINAL RESPONSE

RAY,
This is a copy of T-mobile's lack of customer service efforts over the last 6 months.
It is the same copy I have sent to the FCC. As I explained before, I am done with T-mobile. I will not do anything to continue this relationship. You were given chance after chance to fix this problem. The bottom line is you sold customers bad phones. You may not have made the phones, but if you sell them, you are responsible if they do not work. Now that that mistake is coming back at you you are refusing to let me out of my contract. Technically you have already broken the contract in my eyes by not providing the service you promised when I signed up. Your customer service is shameful. I might even use this as an example to my own employees of how bad it can get.
At the end of April I will gladly find a new carrier.

Sincerely,
WM



     
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Posted by tander on 2006-02-15:
Did you ever call them, why the emails? My experiences with T-Mobile have always been very good. I've been a member for many years, and we have had problems, but they've always worked with us to solve them to our satisfaction!
Posted by Mad Eye Moody on 2006-02-16:
I think you're doing the right thing by meeting the terms of your contract and getting the heck out of dodge. Cell phone companies make me ill.
Also - to me it seemed like they had too many cooks in the kitchen - it seemed like they had two different departments working on the same complaint...and both departments seemed to be at different stages of the game. Anyway...good luck.
Posted by Anonymous on 2006-03-04:
T-Mobile has the best customer service by far of the cell phone carriers. If you won't work with them to troubleshoot your phones, then that's your problem. If you don't want to live with contracts, get prepaid. Note that a) T-Mobile actually REPLIES to your e-mails, unlike Cingular, etc, and b) they were extremely courteous.
Posted by comary on 2006-03-06:
I disagree with what robwolf wrote. I do not feel they were curteous. I left tmobile when my contract was up because of their poor customer service. i had made many phone calls - where they were not "curteous" about the problem. Their response was "well, there's nothing i can do - pay the charges." No - I will NOT pay for bogus charges! I'm sorry you had to go through all this with tmobile and you should cxl the service! They are awful!!!!!!!!!! I had a problem with my phone - the antenna kept falling out and when i took it in the service representative said that he had the same phone and it also happened to him. Got a "refurbished phone" and it happened again - got a "refurbished phone" and it happened AGAIN. they refused to give me a different phone - i even asked for a cheaper one because i paid more to get the better phone - which SUCKED!
Posted by Marsy on 2006-03-07:
Thieves, scoundrels and liars?

The stock symbol is DT--has been steadily declining for a year. Hmmmmm... ISS does not list a corporate governance quotient for DT--as it does for 8000 other stocks worldwide. What's that smell?

Don't be fooled. Hang on to your wallet. Hide the silver. Send the kids and pets somewhere safe. Turn out all the lights and run for your life.
Posted by perplexed on 2006-03-12:
FYI, I did call initially and I got nothing on the phone either. Besides, customer service is customer service no matter how you contact a company. If you advertise you provide online customer service them I expect to get the same results as any other contact.
I am a web site owner and spend most of my time on the computer. I would have wasted even more time on the phone talking to T-mobile instead of working. Thanks for everyones comments. WM.
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T-Mobile customer service
Posted by Jacob_putnam on 03/24/2004
I had been a T-Mobile costumer for more than a year with the 800 minute Family Time plan. In August of last year, I called to cancel service on one of the phones, in order to switch to a more economical plan (I had just lost my job). They cancelled the Family Time plan and placed the (253)632-7245 phone on a regular plan and suspended (not cancelled) the (253)632-6816 phone for 90 days. On December 22nd of 2003, I called to resume service on the 6816 phone and switch back to the Family Time plan. In January of 2004, I received a bill stating that I owed more than $100 due to overage charges on the 6816 phone. They had resumed service on that phone but did not place the two phones on the Family Time plan. I called T-Mobile and the problem was supposedly resolved and credits were supposedly issued, and I paid my $50.00 (my new monthly fee for the Family Time plan). In February, I received another bill stating that I still owed the $125 dollars for past overage charges. Plus I received a second bill for the new Family Time plan, which was incorrectly set up (again) which stated I owed over $125 dollars again. I called again and again the problem was supposedly resolved and the necessary credits were issued. In March I received another letter stating that I owed more than $300 for past due charges. Keep in mind now, that I pay my bills every month. Now, don't ask me how that amount suddenly jumped to more than $300. I called again, spoke to a manager named Lauren, and was assured that everything was taken care of. Last week, I received a phone call from Bay Area Collections telling me that I had been turned into collections by T-Mobile for charges in the amount of $385! Unbelievable!

I called again on March 23, 2004 and received no response. The person I spoke with argued with me about all of the previous information and said he couldn't provide any additional help because it had been turned into collections. I am completely fed up with this company, and I am cancelling my service with them. I am also considering getting a lawyer to sue them for punitive damages.
     
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Posted by PASKLS on 2004-03-24:
YOU ARE SICK-LOOK IN TO SOME CHRISTIAN COUNSELING-YOU NEED IT !!!!!
Posted by sanford31031 on 2004-03-24:
Why in the world would you post your phone #'s? We have some crazies on here (lwrhps) and he could really make your life a living hell
Posted by ryfyrman91 on 2004-03-27:
WOW! Brave soul you are putting your phone number out in public like this. And by your area code, I already know you're in Washington State. You should come back and edit those numbers out. You may get a call from Chris telling you that you should have checked with him first before complaining...because you know, he has all the answers
Posted by citrusbeam1 on 2004-03-27:
I had the same exact problem!!! And even if the matter is resolved with the collection agency, T-Mobile will still make you pay a deposit (should you close your account and re-open another) despite the fact that it was their fault for sending the bill to collections! GREAT company!
Posted by GreyFaerie on 2004-04-05:
Report them to the Better Business Bureau and look up the office for Consumer Affairs in your state (in some states you can send a report online). Something similiar happened to me 2 years ago with my home phone company... I then got the run around from both the collection agency and my home phone company, even though I had proof from my bank that I paid my phone bill in full (before it was sold to collections). No one would help me so I complained to the BBB and the Consumer Affairs Office in my state. After that, THEY were calling ME and basically jumping through hoops!
Good luck, don't let this go without reporting.
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