SACRAMENTO, CALIFORNIA -- My iPhone5 was purchased on 08/05/13 by my husband as a birthday present for me. Ever since I started using this phone I got nothing but problems. Calls would drop while talking to someone, most of time it would show "no internet connection". It would show "no service" therefore I am unable to make or receive any calls. The voice quality of the phone is so bad that every time I talk to any family or friend, they would ask if I was sick or I had them on speaker phone (no to both). Phone would get very hot itself, and internet (if there was a connection) would be very slow for a so called iPhone5!
On 09/04/13 the 29th day of the purchase we decided to take this phone back to the store as we could do that within 30 days. The Manager at the store just heard my complaint and said they will exchange this phone with another one but it will be on mail order as there was none available in store. I agreed to this and thought it will just take them a few minutes to place this order.
Two sales reps started working on one computer and took them almost an hour to get to us to their counter. The reps named ** and ** were very playful and acting like kids while handling customers. We did not appreciate this while we were trying to get some help. They both were teasing each other, joking, tagging and just giggling and this was just annoying.
When our paperwork/mail order was all done in their system we were told the new iPhone5 will arrive within 3 days. It will be 9 days tomorrow and still no sign of the new iPhone5. We are very disappointed with T-mobile's delivery service and most of all their staff's customer service. Their sales representative should be going into more training and also act matured when dealing with their customers!! This store inside the Arden Fair Mall, Sacramento, CA. I am a one unhappy new customer of T-mobile!!
VALLEY STREAM, NEW YORK -- My daughter went into T-Mobile store to inquire about a new phone and when does the contract on our family plan end. Store manager stated it had several months to go before it expired but recommended that he can close the account, waive the early termination if she agreed to open new account with the family plan, that way she gets the phone she wants. This suggestions coming directly from the store manager sounded credible since he's the person in charge of the store. Well, the old account was never closed and kept growing and growing for early termination and numbers ported - the numbers we no longer had.
After tireless calls and letters back and forth to T-Mobile customer service, fraud department, store manager, district manager - nothing has been resolved. Nothing is on file of our concerns/complaints from the beginning. Both managers promised, apologized for wrong code use in ending the account. They were trying in the beginning to correct and kept apologizing but of course nothing was ever corrected. Let's just say that it's over a year fighting this and now a nasty collection attorney is calling, harassing my daughter and threatening to go to court.
I know this is a scam - it sounded too good from the beginning. T-Mobile is trapping their dedicated customers into scams, not only getting them harassed with collection calls, causing a lot of stress and ruining a perfect credit. I will help her fight but why do such a sneaky move to a happy, dedicated over 6-year customer with a family plan?
P.S. we still have the second family account, still paying on time and still thinking positive about this whole sick situation. Cannot wait to finish the contract and tell them to screw themselves with my account - while we still fight for the first account mistake. Pray for us.
CALIFORNIA -- It seems that no matter what T-Mobile store I go to, I get scammed, while the company itself takes no responsibility for its stores' dishonesty in any way. One store's employee, when we told him we needed a new phone but wanted to keep the same plan, took us on a roller coaster ride that included promising us that the new plan would keep the same price and minutes, but we had to have our phone numbers changed. Then, when we were in too deep to get out, they made us sign a blank credit card receipt, saying that it was just a procedure and no charge would be made.
Eventually, it turned out that they scammed us. The bill came in the mail and we saw that the new plan cost more and had less minutes. The manager of the store wouldn't talk to us, so we had no choice but to call T-Mobile's customer service. There I got a very polite run-around. Basically, they take no responsibility whatsoever for happens in their stores. They did put us back on the old plan, though, but in short order, the store charged our blank, signed credit card receipt for $269 for cancelling the new plan.
When we needed a new phone again, we went to another store where we were asked if we wanted insurance. We emphatically said no and refused to sign on that line. Nevertheless, when the bill arrived in the mail, there was the insurance charge. I called T-Mobile and they "cancelled" the insurance. We were not reimbursed for the charge that was already made and, once again, they took no responsibility whatsoever for the wrong actions of their store.
Finally, we went to a third store recently looking for new phones. I only needed a cheap one for emergencies, but it turned out that although the store prominently displayed several cheap phones, the one I wanted wasn't available and the more expensive ones were being sold at higher prices than those posted. Once again, calling T-Mobile did no good at all. They were condescending and promised to talk to the store and try to locate the phone I wanted at a Best Buy. If it wasn't for the fact that their plans are cheaper than everyone else, I would have left them long ago.
MISSION, TEXAS -- So my husband and I had Verizon for about 5 years and we saw the promotional that T-Mobile had about switching to T-Mobile and they would pay your contract for Verizon. We eventually switched to T-Mobile, the sales representative told us that there was no contract, the phone cost was going to be included on the bill, and we paid a little over 100 for each phone for a deposit.
My husband had to give them his brand new Galaxy Note 2 in order for them to pay off the account for Verizon. To make the story short we had to send a paper with our information from Verizon after the first month. So I did. It's been over two months and I have not received any Visa card with the amount that he said that they were going to pay. I called the company and they told me that we did not meet the requirements that they were asking. And now we're stuck with them until we pay off our phones and on top of that my husband is already on collections and we have to pay Verizon and his Galaxy Note is lost. Worst customer service and worst company.
SPRINGFIELD, MASSACHUSETTS -- I went into T-Mobile to spend over $600 on a Galaxy 4s for my teenager's phone. The salesman was rude, disrespectful and obnoxious! He asked if I was upgrading or not, because he didn't want to waste his time with me (although no one else was in the store). Then, couldn't look up my usage, and lastly, said it would cost $100 in fees for the free phone that I had which I did not want to upgrade. Needless to say, I left.
This is an "independently owned" T-Mobile, up the road past Walmart on Boston Rd. is a Corporate T-Mobile, that waived fees and was courteous, kind and professional! DO NOT WASTE YOUR TIME AT THE EASTFIELD MALL T-MOBILE! LOSER LAND!
TAMPA, FLORIDA -- I have been a client of T-Mobile for over 10 year. I satisfied my contract and decided to switch carriers for better phone services and more phone selection. T-Mobile was notified of my switch to another vendor yet still charged me for an additional month of service claiming I did not provide them 30 day notice of porting to another provider. When obtaining my 5 cell phones I had to pay a month in advance, so they charged me coming in and double-charged me going out. This is unfair business practices and I will never use T-Mobile again. In fact I will do everything I can to warn people about the excessive fees charged by T-Mobile.
CHARLOTTE, NORTH CAROLINA -- We switched from Verizon to T-Mobile several years ago at our adult child's request. The relationship with this carrier has been excellent - as long as we never left home. The limited service plan was a hassle, but we chose to live with that limitation until recently.
Retired, we have traveled quite a lot over the last quarter of 2013. During those 3+ months, we had virtually NO PHONE SERVICE while traveling - except when we were home to prepare for the next trip. I do not believe we should have to pay T-Mobile's normal rate for that time (Sept - Nov) since we probably had service only 50% of the time - maximum.
Also, we had an ill family member during the Pacific NW vacation and we're very frustrated to be unable to receive emergency calls or to call to inquire about them. Additionally, when we were in far Northwest Continental USA, we occasionally had phone service but T-Mobile reported incorrectly that we were in Canada (never) so data roaming charges were incurred. Thankfully, T-Mobile refunded those charges but there was still the risk they wouldn't and the hassle to get that done.
Again, T-Mobile products and service OTHERWISE are excellent, but these were severe enough issues that we switched to Verizon as soon as we returned home. I am writing this in the hope T-Mobile will realize how critical coverage is and expand their area. Thanks for listening and sharing this.
EDISON, NEW JERSEY -- I wanted to buy new phone and decided to try T-Mobile, 'cause the prices for phone were really nice. It was a big mistake! I've ordered Galaxy Note 2 online. And all I got two weeks later is an empty package. I called customer service. It was a nightmare. I was spending almost an hour on hold every day for 3 days, when they were trying to solve my problem transferring me from one department to another.
First, they opened investigation claim, then they said they would send me new phone and refund me the amount of the previous order, once investigation is complete. It was fine with me because I knew that the phone would never be activated through my account. Second, while confirming the order they never bothered to ask which address I want it delivered to, but the worst part was that they called me the next day and asked me how I want to be charged for the full amount of the previous order, which I never got!!!
They don't seem to have any records of my previous problem case, their departments don't seem to talk to each. I was on hold with them for more than 40 minutes, and they said that there is nothing they can do, until investigation is over. I was being treated like a criminal. I've never ever had such a horrible experience with any other company as T-Mobile. I'm never going to use T-Mobile again and advise everybody I know to stay away from T-Mobile as far as possible.
Purchased a cell phone, the original, seven years ago with the number @$315.00 in NYC **! Paid prepaid min. on the cell phone, until the phone was reported lost or stolen 4 years ago. I repurchased a red cell phone with camera on it for 1/3 the price (was able to keep the number) in NYC! On Jan 6, 2013 once again my purse was snatched at the Port Authority, NYC, and had to purchase an emergency phone right away and purchased the phone I now have @**. Purchased for less than $100.00!
The point of the COMPLAINT is that, I called and wrote (contacted T-Mobile) trying to keep the number I had been paying prepaid minutes (approximately $5,000.00 - 6,000.00)! I even asked them to send me an equivalent cell phone and bill me since my credit should be good. Within three months, the number that had been deactivated was given to another, and this I object!
Within seven years one notes their number on myriad documents and applications. The grace period should have been longer than three months, perhaps 6 months even a year before one's number is given out. Does this new customer live in NYC? This was not fair! I had intended to purchase another phone, and would have preferred to keep the same number.
Additionally, I had 300 photos and personal information on that phone that should be immediately cancelled once the phone is deactivated and once one reports a phone lost or stolen! It is my opinion that the first original cell phone, and second updated with camera cell phone may have been taken by the same source!
SAN ANTONIO, TEXAS -- So, if anyone has T-Mobile, I would encourage switching carriers. They charge more for their phones (I got one for 180 that they were selling for 240)... they charge more a month for their bill (paying 55 now vs. 75 with T-Mobile for the exact same services)... and their insurance policy is much worse ($7 a month for 24 months plus $70 deductible for T-mobile vs. a one time $70 payment with Best Buy). Then if you want to cancel service when your contract is up, they make you pay the full bill for the month if you port your number over to a new carrier, but if you just cancel and get a new number they pro-rate your bill.
Basically they are screwing you out of convenience if you want to keep your same number... and why do they do that? Because they can and it is in the contract... even if my new carrier were terrible, I would never switch back to T-Mobile because of their policies and how they are completely unwilling to work with the customer.