T-Mobile Cell Phones - Page 2

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Deceiving Sales Tactics
Posted by on
BOCA RATON, FLORIDA -- (Copy of email I sent to the external affairs head)

This is the only e mail address I could locate. That seemed to be linked with someone of importance. Id like to find the email of a supervisor in customer relations if you cannot be of any help. I've been a steady customer of T MOBILE. For over four years now and in the past year this company has let me down quite a bit. I've called about the price of my bill numerous times and my ability to afford the amount it always seems to add up to. upwards of 105.00 for a single line. My contract was ended a few months before I made a phone call to customer service to end my relationship with your phone company. This sales representative if you will, apologized and speedily suggested he could offer me the plan you were offering to new customer with unlimited talk, text, web for 79.99 a month, with an extension of my contract a agreed to do so only if my bill was that amount he described. Not one month since has it been that amount or even close. Every single month it is 100.00 or more, and that is not a difference of pennies. I am twenty three years old and I support my household and work very hard for my money. I feel very violated that I chose this company and they deceived me in order to keep my money going to them verses their competitors. It is very irritating to say the least. I called two months ago to speak to someone about this problem with little success, he was not well informed on procedure, nor customer service. He agreed to take a 10.00 addition off of my bill, which was a LIE, he new very well I found out this evening that he couldn't deduct that amount, the computer system won't allow it. I asked if there was a way to lower my bill at this point and the customer service suggested switching from classic to "value" service, but of course that would be a fee of 200.00 from the company I would've severed ties with when my contract ended had I not been deceived in the first place. I realize this of course is not your doing, however as a member of the company I would hope you'd find it important that someone correct this situation, immediately, it is far from good business practice. So if you cannot help id greatly appreciate you referring me to someone who can because I've lost my faith, patience with T MOBILE as a whole.

Thank You For Your Time, Michelle
     
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What is going on?
Posted by on
I have been a T-mobile customer for a long time, over. I have always used pay as you go until March 8, 2011. That is when I purchased a new 3G cell phone with a two year contract. Only to find out about the merger with AT&T afterwards. From the very start, I had problems and was back to the sales store, in less that a week.

The young man who waited on me put in a password to unlock the sim card. I had problems with that, causing my first trip back to the store. My new cell phone would forward calls from my pay as you go phone to the new contract phone, which I did not authorize. When I asked for tech help tech to correct this problem, no one was able to stop this. The only way that I was able to stop this process was to remove both the battery and sim card from my p. s.g phone. I never got my rebate of $20.00( until I called and complained in Sept.) or a bill. Again I had to go back to the store for three months to make a payment.

Each week, sometimes twice a week, I was calling help. No service, unable to send text messages, No G's at all, messages going directly to voice mail, phone sending e-mails which I knew nothing about. The same things happened to others I knew using this company. It was a mess then as it still is almost 10 months later, my service is messed up. According to the tech. there is very little other that taking out the battery and sim card to correct this problem, resetting seems to last only a short time. Yet each month because I am under contract (for 2 years), I must pay on time and endure being unable to use this phone,.. To be honest, I do not think it is the company just that it is being sabotaged!! This problem did not start until after the merger with AT&T was denied by the FCC.
     
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DebtorBasher on 2012-01-15:
Did they charge you extra when you went into the store to pay your bill? When I had Revo or whatever it was, they charged me an extra TWO dollars and said it was a payment 'convenient' charge! I said, 'Convenient? What is so convenient about getting in the car and driving to the mall and wait in line to pay my bill?' I can see if they considered a pay by phone or pay online convenient, but in person? What the heck?
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Should be ARRESTED!!
Posted by on
We have been with T-Mobile for a year on a family plan. Unlimited calling and texting plan for two lines $99.98 a month. Not once has our bill been what it should be. We had an automatic payment set up and we do not have smart phones. Our bill has flexuated between $140.00-$225.00 every month. We called T-Mobile every month after they've already charged our card. We have been on the phone with customer care and loyalty department. They can't make sense out of my bill, refuse to credit me, charge me for internet I don't have (because we don't have smart phones), and for data charges even though we have a block on 3rd party charges, then once told me I had $44.00 in taxes on a $99.98 dollar bill??? They continue to add random charges to my phone that it can't even preform (internet). Then when we called for the 9th time in 9 months to dispute the charges again we were told they would not credit me back because it was justified. Quote "Its our responcibility to check our phone bill every month". Even though we have an unlimited plan, T-Mobile can't seem to bill us correctly so they take whatever they want out of my bank account whenever they want. We transferred $150.00 into the account to cover our phone bill last month, again they charged us $179.00 on our $99.00 plan. The automatic payment didn't go through causing our phones to be shut off. When we called them today we were charged $40.00 to get the two phones back on. They have no reguard for our service agreement, they again could not make sense of our bill, and when we went to cancel today they said they were going to tac on a $200.00 early termination fee when the 9 months of over-charging billing errors where on their part. This is a pathedic company. We put in a trouble ticket for $249.00 and they couldn't even find the trouble ticket the following month. They should be arrested for froud and stealing!! If my company ever did that I would be in court!
     
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MRM on 2011-01-11:
This is your sign to switch to prepaid phones such as Virgin Mobile, Boost Mobile, or Tracfone as you control what you need, no hidden fees, and no contract!
tnchuck100 on 2011-01-11:
The burning question I have is why have you put up with it this long? I would have cut them off at the first failure to correct things.

BTW, you should NEVER give any company access to your checking account. Unless you are filthy rich and the monetary loss is no big deal.
Lavey12 on 2011-02-10:
T-Mobile are the absolute worst! They will rob you any chance they can and you could take any agreements you make with their reps as a grain of salt. The sales people will lie and trick you in order to lock you into a plan. They agree on one policy then to your surprise you find out that you're locked into a much higher contract for two years. This is how they operate and why they generate so much money in that company. Sadly, you will continue to hear this story over and over till someone steps in and does something about it or another provider has the balls to call them out. Read my review here:
http://www.my3cents.com/showReview.cgi?id=95093

If you sign with these guys then you're screwed for two years. You've been warned!
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Lack of service
Posted by on
ROSWELL, GEORGIA -- 12/22/2006

(via contact form on T-Mobile website)

Mobile phone number is 404.316.4993

When I called to switch my service from a regular plan to T-Mobile To Go (on 12/18), the person I spoke with said it would be switched over in 24 hours. She lied, the proof for which I'll get into later.

Ever since the 19th I have had no service whatsoever. It just says "Searching" when I turn on the phone. I can't dial out, add minutes or even dial 611 to get T-Mobile.

I called and spoke to your customer service folks who in turn forwarded me to technical support. He told me that when my service was switched that you must have deactivated my SIM card and that I should take it to a T-Mobile store to get it fixed.

When I went to the store, the person there told me that it can take up to 72 hours to switch plans. Moreover, she said there was nothing she could do to help me.

In the meantime, I have no service. Is there anyone at all that can fix this issue? Please call me on 770-643-1439 when you have a REAL answer to this problem. I would appreciate it if you actually could fix the problem this time, so please don't just make something up and call.

Sincerely,
Tracey Anderson


12/22 5:23 PM

Thank you for contacting T-Mobile. You should expect a response within 24 hours. Please reference case number 3531518 in the event you need to update your request. Please submit your request only once to ensure a timely response.

Sincerely,
T-Mobile Web Correspondence
22-12-2006
14:23:20 PT


12/24 2:56 PM

customercare@t-mobilesupport.com wrote:

Dear Tracey,

Thank you for taking the time to contact T-Mobile via email. My name is Malcolm, and I will be happy to help you today. You contacted us regarding the status of your T-Mobile To Go phone. I can definitely understand how important it is to have an active line for emergencies and I can definitely assist you with this today.

Tracey, I have reviewed our policies and was able to confirm that converting your account from monthly to T-Mobile To Go is supposed to only take 24 hours. As well, I have viewed your account and do see that it was successfully converted to T-Mobile To Go on December 18. Based on this, I am going to need to reiterate what Technical Care has already told you. Your SIM card was deactivated in the process of converting your account. You will need to purchase a new SIM card so that we may update your account with the new SIM number. Please accept my apologies that I was not able to give you any new information. For additional information regarding your account, you can also call in to our T-Mobile To Go Account Management department at 1-877-778-2106. I apologize for any inconvenience this may have caused you.

I also see the PIN number on your account is currently set to the last four of your mobile number. For you account security, could you please include a new PIN number (or password) for us to put on your account? Make sure it is something you wont forget, as you will need to verify it before we release any account information or make any account changes.

If you have any further questions or concerns please feel free to reply to this e-mail quoting case number 3531518 or contact our Customer Care department at 1-800-937-8997 or 611 (send) from your handset. Our Customer Care representatives are available 24 hours per day for all your T-Mobile needs.

Thank you, Tracey, for allowing me the opportunity to assist you with your questions today. It has been my pleasure providing you, a valued customer since November 23, 2004, with T-Mobiles World Class Customer Service. Thank you for choosing T-Mobile as your wireless provider, we value you as our customer.

Respectfully,

Malcolm G Rep ID# 7263006
Customer Care Specialist
T-Mobile USA

12/24 4:43 PM

Why should I purchase a new SIM card? Isn't that something you should issue at no charge? It wasn't my fault that you deactivated the card, and I wasn't told that I would incur any such charge by switching services.

Moreover, why did the person at your store tell me there was nothing she could do to help me? Are you telling me that she was wrong and that I have to go back to the store again? What guarantee do I have that I'll be able to get up and running this time when I go there when no one was able to help me the last time I was there?

If, as you say, T-Mobile values me as a customer I would think that they would be a bit more helpful in this matter.


Sincerely,
Tracey Anderson

12/26 6:46 PM

Dear Tracey Anderson:

Thank you for taking the time to contact T-Mobile. My name is Marilynne and I appreciate the opportunity to assist you today regarding your enquiry about having your SIM card replaced at this time.

I understand that you would like to have a new SIM card provided to you at no charge. I see that you are upset that your service is not working at this time, Tracey, and I would be happy to assist you with this issue today.

To provide you with the best possible service, Tracey, I am forwarding your email to our Technical Support Department for further assistance. Please expect a response from our Technical Support Department within twenty-four hours to provide you with the help that you require.

I hope you have found this information helpful. Our goal is to provide World Class customer service and I hope that I have provided you with that today. If you have any further comments, questions, or concerns feel free to contact us at any time.

If you would like any more information you may respond to this email including case number 3531518 in your subject line. We are always happy to assist you.

Thank you for contacting T-Mobile. We value our customers. I have appreciated this opportunity to assist you today, Tracey. Have a good day.


Sincerely,

Marilynne S 7228228
Customer Care Specialist
T-Mobile USA

12/26 7:26 PM

customercare@t-mobilesupport.com wrote:

Dear Tracey Anderson,

Thank you for contacting T-Mobile's Technical Care Group. I understand that you are having problems with the service on your phone. My name is Phil. Please be assured that I am here to help you with your issue. I understand how this can be quite frustrating not being able to make or receive any call on your phone.

Tracey, I would like to take this opportunity to thank you for being a valued T-Mobile customer since December of 2006. We appreciate your loyalty.

Upon review on your e-mail, I can certainly understand your concern regarding this issue of not being able to make or receive any call on your phone, as I would have felt the same way as well.

However upon a thorough research regarding this situation, Tracey, can you please provide us with the SIM card number, so that I can verify and update the information for your To Go account. I can certainly understand your frustration regarding your phone not working at the moment, however when you do switch the account to a prepaid account, it usually takes 24 to 72 hours, but sometimes it do take less than 24 hours. As I see on your account that you have activated your account on December 18, 2006, so you should be able to have service on your phone.

Tracey, please respond to this e-mail along with the SIM card information, so that we can research it further for you. We as you would like to make sure that everything is working well for you. I would like to apologize for any inconvenience that might have cause you regarding this situation.

Please be reminded that you may check the following account information on My T-Mobile:
* Minute Balance
* Dollar Balance
* Current Expiration Date
* Gold Reward Status and/or amount need to achieve Gold Reward Status

If you have any other questions or concerns, please do not hesitate to contact us again by replying to this email or by calling 1-800-937-8997 from a landline (611 from your handset).

Tracey, I would like to thank you for providing me with the opportunity to assist you today. Thank you for being a valued T-Mobile customer. We appreciate your business.

Sincerely,

Phil, Rep ID: 2743680
Technical Care Specialist
T-Mobile USA

12/27 9:27 AM

Please be aware that I've had this phone since I was a regular T-Mobile customer, over 1-1/2 years ago. My SIM card number has not changed; it's the same number that I provided to two previous T-Mobile technical support people: 2607-0001-2463-4455 SLB2.2

I'm getting very frustrated with this; whatever you folks did to de-activate this card should have been quite an easy fix. If you can de-activate it, you should be able to re-activate it just as easily. If not, please let me know so that I can make arrangements for service with another company. I can't continue to be without cell phone service.


Sincerely,
Tracey Anderson


12/28 6:10 PM

Dear Tracey,

Thank you for taking the time to contact T-Mobile via email. My name is Candi and I will be happy to assist you today. I understand from your e-mail that you are having problems with the Sim card that was released in order for you to switch to our prepaid service. I can certainly appreciate your desire to have this issue resolved as quickly as possible. It is very important to me that your questions are addressed; I can definitely assist you with this today.

Tracey, I have reviewed our system and see that the Sim card number of 8901260700012463445 for the line ending in 4993 was released for you in order for it to be activated on your new prepaid account. Please check the Sim number on the card that you are having the problems with so that we can make sure that the correct Sim card was released.

If you have any further questions or concerns please feel free to reply to this e-mail quoting case number 3531518 or contact our Customer Care department at 1-800-937-8997 or 611 (send) from your handset. Our Customer Care representatives are available 24 hours per day to provide world class service for all your T-Mobile needs.

Thank you, Tracey for allowing me the opportunity to assist you with your questions today. It has been my pleasure providing you, a valued customer with T-Mobiles World Class Customer Service. I would like to thank you for choosing T-Mobile as your wireless provider; we value you as our customer.

Respectfully,

Candi C Rep ID# 7238625
Customer Care Specialist
T-Mobile USA



12/29
I STILL have no service!






     
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tnchuck100 on 2006-12-29:
Don't you just hate patronizing canned responses? My opinion is T-Mobile reps don't have a clue what the real problem is. They are, however, well versed in buck-passing. Please post how this ends up.
CrazyRedHead on 2006-12-29:
Actually you would need a different sim card to operate a pre paid phone. It is a different type of account. If I remember correctly, the services are different, as is the sims. You will probably need to purchase another sim, since I doubt that this was an accident.
prowriter on 2006-12-30:
CrazyRedhead: Thanks for your response. Still, don't you think that they should have advised me of this when I switched? It would probably be in their best interest. After all, I may have stayed with my regular plan had I known this upfront.
CrazyRedHead on 2006-12-30:
When I was working in the Biz (not T-Mobile), there were so many different Sim cards for different services, that it was confusing. Yes, they should have same something, there are a lot of things that the reps should say, but don't. I hope you get this straightened out.
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Fraudulent Sales Practices and rude & threatening C.S. Representatives ( all but 1 anyway)
Posted by on
HADLEY, MASSACHUSETTS -- In a letter to the BBB, Wrote.....

Dear Better Business Bureau,

Please help! While X-Mas shopping at the Hadley, MA. Mall, I was yelled at from across the room by some man working a T-Mobile Booth in the center of the mall. He said "Yo, Can I see your cell phone for a minute" I noticed that it was the same company that I already had, T-Mobile. Having some problems with T-Mobile's service in the past, I decided to talk with this young man. I explained that through no fault of T-Mobile, I had lost my phone last year and when I called to get a replacement, they informed me that I had to purchase a new phone and contract with them. I had complaints about the old phone having a poor reception, and they sold me an expensive upgrade that would be a better replacement. So I paid and supposedly upgraded, and yet the phone doesn't pick up that well, even in my own hometown where they assured me it would. When I called T-Mobile to complain about my reception, they told me that they were expanding their network in my area very soon and that everything would be great. This young guy now tells me that T-Mobile has had problems with these phones since they started offering them, in fact, you can't get that phone anymore. He assured me that if I purchased this new "QUAD BAN" phone, that he would give me a new contract that would give me 100 additional free minutes per month, start immediately, and he would also give me another free phone for the other family member. I asked him to check to see if the phone would have coverage in some towns that I now travel through while working a second job. He asked me to give him the name of the towns so he could look them up, and when he did he told me that there would be no problem because when he looked them up on T-Mobile's web site, they had a Digital Tower there. No Problem he said! I told him that T-Mobile had told me this once before and that I only had 3 or 4 months left before my current contract would expire, and I was thinking about changing to Nextel because some co-workers have Nextel, and it works great in those towns I mentioned. He said if it doesn't work that I could just bring it back and he would cancel it out and I could go where ever I wanted. I told him that I would not be able to try it until the following month because I would only be in those towns at that time. He said no problem, just call T-Mobile if it didn't work they would take care of it for me. So like a fool, I tried to keep my faith in T-Mobile and I once again renewed my one year agreement with them, and purchased the phones that he said would absolutely work where I needed them to.

Approximately 16 days or so later I received a bill from T-Mobile stating that I owed an additional $236.00 from an account that at the time was paid up current. They told me that it was due to overages that I incurred from when the minutes were used up. I explained the whole thing to them and they told me that I was two days late with reporting the fact that the phone did not work in the area's they promised me that it would. That there is a 14 day cancellation policy. I asked why the store rep failed to leave this out of their sales pitch. T-Mobile is playing dumb to the unlawful sales practices of this particular seller of their own network. While being seriously rude to me, the C.S. Rep said that they would be happy to cancel my contract and allow me to seek services else where, and when I thanked them, he asked me if I wanted to use a VISA or Mastercard to pay the $600 cancellation fee. ($200 per the 3 phones in my family plan.)The sarcasm was more than I could stand! I was so upset, I hung up and said that when my contract was up, I was going to make sure that all my family members cancelled theirs as well, since I was the guy who asked them all to go to T-Mobile so that we could keep in touch and it would save us money. So here we are the new year and all,(1/3/06) and I paid T-Mobile $136.20 of the extra $236.20 that they are robbing me. First they sent me a text message to inform me that the bill was still $100.00 short of what I owed them to keep the account current. Then I received a call from a young man the next day who believe it or not, was somewhat polite to me. I explained that after having X-Mas only 1 week prior, that I could only send him the $136.20 that I had available because of my Bi-Weekly pay schedule. I told him that if he would please not cancel the service I would give hime the remaining $100.00 in two days when I got paid again on 1/5/06. I told him I would do it on the T-Mobile web site as he said it would post in 2 hours. I thanked him and agreed to take care of it. Later that day, I received an additional Text Message that said Your bill is delinquent and your service would be interrupted. I ignored it because I thought it was probably one of those auto generated messages. A few hours later I received another phone call from T-Mobile C.S. that told me the same thing, I was delinquent with my bill and that they would be terminating my service and charging me an additional fee for re-connecting it later. When I tried to explain the arrangement that I made with her company rep earlier in the day, she told me that what I said to the guy meant nothing and that she had the right to terminate my service at any time. She became more obnoxious and said "So, will you be using a credit card to take care of this delinquent account today sir?" I told her that this was harassment, and that I was considering legal action because this whole thing was directly related to the un-ethical business practices that her company was using. She sort of chuckled under her breath and said, "NO, this is because you don't pay your bill." I said I can not believe that the famous actress would have her name associated with this company, knowing this is how they treat their customers, and I hung up on the girl because she was taunting me trying to get me to curse at her so that she could just say that I was livid with her and out of control. She did in fact lie in her writing about our conversation, she not only suspended my phone service the very same day, she only wrote in her notes that I was irate and hung up on her leaving her no choice because I was un-willing to take car of my delinquent account. I found this out the next morning when I tried to call on my cell and there was another message saying I had to call T-Mobile to activate my account. Despite the fact that this entire company had it in writing on my account from the only nice person that I spoken with yet from T-Mobile two days earlier, they decided to allow their representatives to use threats and harassment tactics. T-Mobile needs to have people get together and file suit against them as so many other companies have had happen. Then, when they are paying out penalties to their victims they will hopefully learn their lesson.

Sincerely,

Another T-Mobile Victim
     
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spiderman2 on 2006-01-04:
Why in the world would you keep renewing with a company that provided you with bad service? How many times do you have to get screwed over before you figure it out? Usually only takes me one time !
guchiedad on 2006-01-04:
either way, I feel your pain. These companies will say whatever they want to get you to purchase something, but then their practices change later. It's too bad, but you almost have to get everything in writing that the sales rep tells you before you buy anything. But even then, in the end, the "customer is wrong."

jengelbach on 2006-02-07:
Once again, JayD, and now Spiderman2, leap to the defense of the company. What are you reactionaries doing on a Website with "revolution" in its title? "Read the fine print" indeed! At least you admit that it's there to try to trick you. As for trusting a sales rep, yes, given the greedy climate we live in, it's probably unwise. Nevertheless, some people are not cynical and have some hope for the human race, despite the bad apples whose side JayD and Spiderman2 are on.
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Customer Service Gone Wild
Posted by on
I called T-Mobile yesterday because the warranty phone that was sent to me hasn't kept a charge since I received it approximately one month ago. About a week after using it, I got sick and tired of always charging it, at home - work - car. So, I called the wonderful (cough cough) Customer Service Department. Explained my situation. Was advised a new battery would be sent out. About a week later I received it. Guess what it was to the original phone that was replaced. So, let's try this again. Called up the Non-Helpful Customer Service, advised of the continued delimma and that the battery didn't fit this phone. Advised yet again, that a new one would be sent out. Another week and there it sits on my door step. I'm anxious because I want to actually talk on the phone without it being plugged into some outlet. It fits !!! woo hoo... Oh wait. Hold the woo hoo. After a few days same thing one phone call and two texts and three bars of power gone. I deal with it for few more weeks. I guess I hadn't totally given up hope.

When I needed my phone yesterday I went to use it and it was dead. So after placing it on the charger yet again. I waited for it to at least three bars before I called dear ol' customer service (spit). I spoke with a man he said we can't trouble shoot it you're calling from the phone that you're having issues with. Great this is my only link to communication with the world - no home phone. I am solely dependent upon T-Mobile. I said why don't you tell me what trouble shooting I need to do and I can call you back. I received the response - well we can't do that our guidelines say you have to call from another phone other than your cell. Really, well the lady I talked to previously gave me some trouble shooting, and he said well that's really the only things we can suggest. So the smarty pants that I am. I said good save :-)

After bickering and getting nowhere fast. I opted to speak with a manager. Let the games begin or shall I say entertainment. This no so smart so called Manager decided to go toe to toe with me. Little did he know he was not going to succeed. Once he realized this he became overly rude and unhelpful. But then again, this is T-Mobile Customer Service. I explained the issue over and over and he really thought that was the natural life of a battery for my device. OK so the average person is going to send two texts and make a 15 minute phone call and put the phone on the charger - I don't think so. My previous phone could be used for three days before being charged, and the kicker its just one upgrade from my old one. A lot of the same features. He then tells me - well your phone is doing things behind the scenes that you can't see and that can use up your battery.

Please some techno guru out there tell me how that is possible. I said seriously, I didn't think this conversation could get any worse. Sooooo... I finally just say, I'm done wasting my time, just send me a new battery, and as for me being a "preffered" customer - I'll take that status to another carrier who actually knows what their doing. I then bid him a good-bye.

     
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NanS123 on 2010-06-19:
So, they sent you out an incorrect battery, please remember the reps are human and can make mistakes, which I am certain they apologized for. Next, you finally get your proper battery, but your phone is still giving you problems. The reason they need you to call from another phone is so they can effectively troubleshoot your phone and place the order for the exchange all at once. They are trying to do their job effectively with a one call resolution which is their mandate. If you can borrow someone's phone to make the call they will get your phone replaced right away without you hanging up and calling back for every step. Seems like they are trying to help you and do their job properly, why not try and work with them.
NofriendofAX on 2010-06-19:
Dearest NanS123 I get the impression you might work for TMobile. I have worked with them. When my first phone gave out I went to the store and worked with a rep for over an hour to try to resolve. Not only did I inconvenience the store by using their business phone. I was exhauseted from working all day. This was a huge inconvenience for me and I'm not going to "borrow" a phone so they can fix "their" problem.
NanS123 on 2010-06-19:
Your impression would be incorrect.
tink13 on 2010-08-10:
What type of phone do you have? I have an android device, and my battery was draining within hours. I found out the phone really does do a lot of 'behind the scenes' work, and I ended up needing to download a task killer app from the android market. It's helped a TON! Many phone are like that these days... if you think about it, they are really like little computers.
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Cell Phone Stopped Working After 5 Days - No Refund Or Replacement, Etc.
Posted by on
GRAZ AUSTRIA -- My European trip was almost ruined by T-Mobile, specifically the creep that ran the store in Graz.

We were just leaving Salzburg for Graz when I noticed the T-Mobile shop at the train station. We entered the store to look for a cheap telephone that would fill our needs for the remainder of our trip. Since we were planning to rent a car, I thought it best to have a cell phone with us in case of any trouble.

We found a phone. It was 19 Euros. With that we bought minutes for another 20 Euros. They programmed it for me and we happily left the store. While waiting for the train, I called our friend in Graz to let him know we were on our way. Yes, it was great to have a cell on hand.

We had a lovely time in Graz. We called Canada a couple of times and then we ran out of time. No problem - we merely walked down the street to the nearest store and bought another 20 Euro's worth. The nice lady programmed it in for me.

About 5 days after initial purchase, it simply stopped working. No dial tone. Dead. I knew it wasn't the battery because I had charged it overnight. I looked in the directory and found a T-Mobile shop just a few blocks away. We walked in with our receipt, the telephone and all the associated literature. The young man at the counter was really nice and tried to get it going but couldn't. He said it's broken. I said I know but we didn't break it. It was never dropped or mishandled. It simply stopped working.

I said OK, then I'll just trade it in for another. (This is common practice anywhere in Canada and the US. If something you buy is a lemon and you take it back with your receipt, you either get a refund or a trade for a new one. In fact, even if it's not a lemon but you changed your mind, the same applies). He said he couldn't do that. I asked to see the manager. The little creep came out. I told my story again. He said he's sorry he can't help me. I was surprised. Why not? OK, then give me a refund. No, he can't do that. OK, then how about I trade it in and upgrade to a better phone? No he can't do that. What can you do? We can send it out for repair. It will take 10 days. I said in 10 days, I'll be in Ireland. So you won't do anything. He's sorry but no.

I lost it. I snapped. I wanted to wallop him. Nothing? I told him I hoped the same thing would happen to him. Let's see how he likes it -- Or words to that effect.

I stormed out of that shop. Since then I've been trying to get a hold of T-Mobile in Austria. Their website is not user friendly and, although I filled out a complaint, I never heard back. Now, I hear they're coming to Canada. I'll do what I can to spread the word about their horrible service. I wonder how long they'll last here?
     
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User Replies:
madconsumer on 2008-12-15:
what was there reason for denying the return or exchange?


disclaimer: this opinion has not been approved by johninsocal
Rikki on 2009-01-29:
No reason was given. Well, I was a tourist so I guess they figured I couldn't do anything about it anyway. He just said he was sorry but couldn't help me. He offered to send it out for repair but it would take 10 days for it to come back. I explained I would not be there in 10 days. You can't imagine my anger.
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Fraudulent Practices by T-Mobile
Posted by on
DENVER, COLORADO -- I have been a customer of T-Mobile for about 2 years now during which time I’ve seen their sub-standard service yo-yo back and forth from mediocre to worse and back. Over the past 6 months it has deteriorated so significantly and caused so many problems that I decided I would cut my losses and get out of my family plan contract. When I tried to disengage I was told that I would have to pay a hefty penalty of $400 for canceling the service prematurely.

I explained to them that the only reason I am canceling is because they failed to provide the service I diligently paid for every month…that I often cannot get a line out; that call waiting notification only works sporadically; that calls are automatically forwarded to voicemail for no apparent reason; voicemail notification comes through sometimes but never on a consistent basis if at all; text messages can come in anywhere from immediately to several hours or even days after being sent; coverage is absent in many areas of the Denver Tech Center even though they assured me when I was first thinking of signing up that I was in a strong signal area. Then, when they failed to persuade me to reconsider they pointed out to me that the T-Mobile contract small print stipulates that T-Mobile is not obligated to actually provide service. That’s some contract! How can they get away with this?

I have patiently spent hours on the phone with a multitude of T-Mobile representative who were dismissive and condescending, in my attempt to get service repaired and minimize my financial losses. I went as far as to upgrade my phones last August because the store manager at Park Meadows Mall explained that the low-level phones they themselves sold me were the source of my problem, and that all would be rectified by upgrading to a better phone. In the meantime I still do not get my call waiting notices, text messages or voice mail notifications in a timely or consistent manner and in fact, frequently get an error message when I try to make a call out saying that my call has failed. Duh!

Unfortunately this translates directly into lost revenue for me.
I use my cell phone predominantly for business and T-Mobile is making me look unprofessional as well as unreliable because of the numerous dropped calls, the inability to make a call at any given time of the day or night, and the inability to retrieve messages left for me by my clients.

I have done everything that the T-Mobile techies suggested: cycled the phones, swapped SIM cards, done master resets, etc. all to no avail. I spent countless hours on the phone with T-Mobile representative while they transferred me from representative to representative to representative often disconnecting me in the process (even though they swear they have do not have a dropped call issue!). Because they are unwilling to provide a direct dial number to a level two technician for help, customers are forced to go through the entire process from scratch over and over again when they disconnect you until you are worn out and bloodied and finally give up in disgust - which is probably exactly what T-Mobile is counting on.

Today I was told by a T-Mobile representative that all cellphone services were inherently lousy and transferring to another service provider would do me no good, but I could try negotiating with the store I purchased my service and phones from because they could leverage their commissions against the cancellation fee. So I went directly to the local T-Mobile store that sold me the service. No surprise there: nobody wanted to take responsibility for the shoddy service and broken promises. But they certainly made it clear to me that they would definitely penalize me for trying to unload a bogus service that doesn’t do what its supposed to do. Where’s the legality in that?

The assistant manager of the T-Mobile store in Park Meadows Mall got very angry when I asked him how many lost potential customers it would take for him to break even on the $400 penalty they were going to impose on me? Because I would be sure to tell everyone I came in contact with about my terrible experience with their service. He was so livid that he physically followed me out of the store to wait and see if I was talking to anyone and then called mall security to harass me. I do believe that was in direct violation of my first amendment rights, but I was not about to take on the two burly security guards that answered his “distress” call.

Since when is this type of bullying legal? Why isn’t anyone standing up to this crooked, fraudulent company? I’d like to know what recourse I have. There are thousands of customers in our Denver Tech Center area alone who are being held hostage by this company, let alone all over the country. All you have to do is google “T-Mobile complaints” and you will read story after story from disgruntled customers who were outright swindled by these pirates. This is not right, and it certainly is not the American way. I have sent this complaint to the local television media. I would steer clear of this company at all costs!
     
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CrazyRedHead on 2008-09-16:
They are able to get away with this cause no one reads the contract that they agreed to before they agree to it.
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Horrible Customer Service & Still A Broken Cell Phone
Posted by on
SAN PEDRO, CALIFORNIA -- Evening,

I just received a pre-typed generic letter from Yvette Truehill @ Customer Relations saying that I lied about the damages caused to my phone without herself even looking at the phone, O-yea I forgot your employee at store# 8649 in San Pedro California looked at the phone for 30 seconds and made the decision for her. In short the letter said T-Mobile would not exchange it for a new one. I will once again say that any damages done to the phone were caused by T-Mobile prior to me receiving the phone.

I find it to be unacceptable for T-mobile to accuse me of any damages that have been done to the phone. This is typical big corporation trying to bully the small working man and I'm sure no one at T-Mobile is losing any sleep over this matter. This is probably more of a joke and makes one good laugh for the unprofessional staff there but for most of your customers we work very hard for our money not so you can throw it out the window. Whatever happen to companies admitting when they have made a mistake and rectifying the situation.

Big corporations have lost touch with the common man and this is just one more example of that.



--------------------------------------------------------------------------------
From: ****************
Sent: Mon 8/11/2008 2:49 PM
To: **********************
Subject: RE: Consumer Feedback


Here is T-Mobile # *** *** ****

--------------------------------------------------------------------------------
From: Executive Response (ECR)
Sent: Sun 8/10/2008 11:57 AM
To: ***********************
Subject: RE: Consumer Feedback


T-Mobile has received your email to Mr. Robert Dotson President and CEO
of T-Mobile USA, Inc. ("T-Mobile").

To properly review the concerns please provide the account number and/or
mobile. Once T-Mobile has received the account information we will
review the customers concerns and contact the customer to address those
concerns.

T-Mobile looks forward to working with you.

Brenda Shaw
T-Mobile USA, Inc
Executive Customer Relations Specialist
Office of the President


-----Original Message-----
From: *******************]
Sent: Friday, August 08, 2008 9:13 PM
To: voicestream@custhelp.com; susan.larranaga@t-mobile.com; Martinez,
Jennifer (ECR); Customer Care Redirect to KANA; Customer Care Redirect
to KANA; michael.butler@t-mobile.com; customercare@tmobile.com; Dotson,
Robert; Customer Care; rdotson@t-mobile.com; Cruz, Tamara; Media
Relations; jason.moten@t-mobile.com
Subject: Consumer Feedback

The following review has been posted on My3cents.com. The consumer
requested a copy be sent to you.

If you need to follow-up with the consumer, please contact them at

* * * * * * * * * *

To whom it may concern,

I recently upgraded to the NOKIA 5310 cell phone at your
T-Mobile store #8649 in San Pedro CA,Last Wednesday 7/30 the backlight
stopped working after a flight to Seattle WA. Today Wednesday 8/6 I went
back to the T-Mobile store #8649 in San Pedro where I was told that the
moisture indicator showed the phone had gotten wet. This is 100% not
true; there has never been any contact with any liquids to my phone. Is
it possible this phone was returned by another customer and recycled
back to the shelf? Or maybe one of the employees used it for demo
purposes and it got wet. But I know for a fact that any water damage
caused to my phone was not done while in my possession.
I was now being told by the rude employee "Employee Name" I
believe this was his name or something close). That I would have to buy
a new phone because water damage is not covered what water damage??
There was no water damage! The phone actually works fine just the
backlight will not turn on. The employee was of no help, he was rude,
insulting and made a comment that the backlight would still work if I
didn't get it wet. Are you kidding me?? The phone never got wet!! This
is just unacceptable as far as I'm concerned. So I left the store and
called the customer service number where there was nothing they could do
except give me a fax number to send a complaint. A fax number??
This is the absolute worst service I have ever experienced in my
life, I have been a loyal customer for 10 years (7 years with T-Mobile)
& (3 years with voicestream before they changed the name) I just spent
$85 to upgrade to a phone where the backlight doesn't work and agree to
a two year contract And this is how I'm treated. I will be canceling my
service through T-Mobile if this situation is not handled in a more
professional and timely manner then it has been so far. If I could
please have the phone number to the corporate office and any names or
email addresses in which I could forward my complaint to I would greatly
appreciate it. Thanks for all your time.


     
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CrazyRedHead on 2008-08-16:
The moisture indicator is put thereby the manufacture and T-Mobile receives no reimbursement if it is sent to them discolored. The phone doesn't have to be exposed to water for it to discolor. The moisture from your hands will turn it or the condensation from your breath while talking into it. The humidity in the air will cause it to turn also. There are a lot of other things that one wouldn't even think of that will turn the indicator. You have the choice to decline purchasing a phone. If the store would have missed that indicator and sent your phone on through, you would have been charged the retail price of the phone and you couldn't contest it. The phones are sent in to the man where they are taken apart in more detail than what the store can do. Cellphones are not water or moisture proof, that is why there is equipment insurance.
TKDBen on 2008-11-28:
Right. T-Mobile's tech department inspects any phone before sending them out, even to the stores. So, IF the phone was liquid damaged before you got it, it would be left to the store or the delivery (UPS) service to rectify. The company can't be responsible for the middle-men.
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T-Mobile Is T-ERRIBLE
Posted by on
I got a cell phone plan last year. All was good until I lost my job last summer at no fault of my own. December I fell behind on payments because my husband was temporarily laid off from work. January I tried to make some type of arrangement for past due payment so I could work on that and keep up with my current payment, and they would not accept my attempt to pay because I had to give them a payment broken down into 2 installments and each payment within 7 days from each other. Difficult to do when you only now have 2 checks a month coming in and that's every 14 days. I called multiple times during the course of January and got the same standard answer and refusal. OK, so I canceled the account after my contract was up in Feb. They turned me into an inside collection agency get this 5 days after I officially canceled my account after my contract was up , but yet I had until March 10 to pay the final bill. E.R Solutions is who they turned me into and they are down right nasty. So nasty that Better Business Bureau won't have anything to do with them.

OK, So I called T-mobile to tell them how nasty that agency was and they made a payment plan for me. OK, here we are end of March, I had successfully made one payment and was told if I had problems I could let them know and they would work with me. My last due date was on the 26th. I don't have the money. I called them today after I had to borrow 20.00 from someone and it took that long to get the money.

Because of my 2 days after due date to make a payment, they are now going to write off my account and send me to another agency. My payment installment was for 50.00. Now, they are still going to turn me into another agency because I didn't have the full 50.00. I am sorry, I lost my job, I am sorry this town isn't hiring, believe me I have been out there looking and nothing is happening. So it is because of their stupid policy of every 7 days to make payment is why I am now going to have to deal with another agency, who know doubt will be downright nasty. I paid my 20.00 to them any ways, maybe when I tell this agency whomever they are that I have tried to make attempts to pay, and probably will end up having to send proof to attorney general or BBB whomever , they will have an official complaint against them.

Bottom line is, I have tried to pay this off w/out a collection agency but every stinking attempt I had made T-Mobile refused to work with me. And they still actually think I will turn my services back on yea right! Why should I? After their treatment. The debt will be paid, I have no problem, the point is T-Mobile and their policies is why I am in the situation I am in today.
     
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User Replies:
Jimbo831 on 2008-06-29:
Why do you feel you can pay T-Mobile at your convenience? You agreed to pay a bill every month by a certain date. It sucks if you lose your job, but it's not T-Mobile's problem. They are doing you a courtesy by offering any sort of payment arrangements. They are legally within their rights to demand payment on or before the due date with no flexibility. Why do you think the BBB is going to help you because you are unable to pay your bills on time. Companies have no obligations to allow you to pay your bills late just because you're promising them you will pay it when you feel like it.
MobileJunkie on 2008-06-30:
Way to go Jimbo, maybe a little personal financial planning may have helped. A cell phone bill is like any other bill, there is an amount due by a certain date and that's that.
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