MIAMI, FLORIDA -- T-mobile has been my carrier for five years. I have bought numerous phones from them and currently have four lines. Customer service is usually not bad. I have only dealt with one associate who had an attitude after I opted for the less expensive Galaxy Light. I use my phone around children and they break a lot. So I was very excited about JUMP. First, Jump only works after 6 months. The Galaxy s3 was dropped and broke after 2 months.
Second, you have to pay the insurance deductible first before you can trade in the phone. You cannot trade in other phones. Jump is applied to the line for which the phone was purchased. So the fact that my daughter was using the s3 on her line is now a problem because her line did not have Jump. Her line had handset protection. Keys facts, a T-mobile representative transferred the phone to her line. He cut the SIM card then when it didn't work made a new SIM card for us. Second, when I bought the less expensive Galaxy Light I was told I did not have to purchase Jump because it was already on my line. Yet, now I am told it only applies to the S3.
A lot of confusion that adds up to a) the S3 is on back order through the insurance company, b) the deductible is $150, c) the loaner phone I was offered is a flip phone, d) I can't purchase another phone with Jump until I get a working s3 again, e) I have a working HTC Radar that I owe $160 on and does practically nothing in terms of apps, f) T-mobile offered me $11 for the Radar, g) I still have a contract until next year even though my plan is a no contract plan. The conclusion, do lots of research about Jump and T-mobile before switching carriers. The employees are not sure how the plan will work since it's not actually active yet.
LEVITTOWN, PENNSYLVANIA -- Went into this location about a week or two ago and went in to buy minutes for my prepaid phone. The associate manager there (Mandy) told me that I would receive my minutes at an increment of $.10 a minute since I was a "gold rewards" member. I gladly purchased 30 dollars in minutes expecting to get 300 minutes, and received a text saying my new balance was 185 minutes (my remaining minutes plus the new balance). When I asked Mandy why I didn't receive my 300 minutes, she said "I don't know, you should have" and shrugged. At this point I asked for my money back since I wasn't given what was promised, and she said she couldn't issue me a refund.
At this point I was very frustrated and asked to speak to the store manager, to which she said in a rude tone "I am the manager, there is nothing I can do". I left the store and called customer care who said that there was nothing they could do. Apparently you only get the ten cent per minute increment if you buy a hundred dollar card, so why didn't the associate manager know this?
I spoke to an associate at the store a few days later (I needed to buy more minutes at this point) and we began talking, at which point I voiced my frustration about my encounter with their manager. It turns out this young lady has been with the company for several years... How is that possible without knowing the policies??? My issue here is that I was told wrong information, immediately brought it to her attention, and she refused to take responsibility. I've never had a single poor experience with this location, but this "manager" obviously has a lot to learn. If you are in the Levittown or Langhorne area and need to go into this store, beware this individual.
SHERMAN OAKS, CALIFORNIA -- After only a month with the device, they tried to charge me an additional $67 for late fees on a pre-paid plan. They had given me a promotion and even though they spoke to the manager that validated the promotion, they would not honor, before bouncing me to several wrong departments while I was on an in store phone with T-Mobile representative standing next to me.
Finally after 2 hours of fighting they switched my account back and validated it, but I could not pay my bill because all the servers were down due to the store being closed. Due to this I also am not being credited nor do I have the ability to view the credit that they owe me from when their managers over charged me. As far as customer service they have the worst and will not honor what their own employees state was promised by a room full of managers (4 to be precise).
Representatives Spoken to: Jennie, found out they were ripping me off for $50 even though it was more, but would still not honor their promise. John, this man transferred me to the wrong department and would not honor the price change Jennie made to my account (he was her supervisor). Erica, she was with the prepaid accounts even though John told me specifically that I needed the post paid accounts. Karlo, he validated that it should be $30 a month. Changed it and then we had to call back to have him change again to the $30 instead of $40.
This came because I dropped a phone number, when I asked specifically if that would affect my bill I was told no. T-Mobile, is a good company but they have crappy customer service. If it was not for their prepaid option plan and that after hours of yelling and ruining our entire evening (i.e. all the stores had closed at the location we were at), I still ended up not being able to use the credit they over charged me last month. If you go with them understand, even if it's in writing and their employees tell them it is true, they will not honor their store promotions.
ALBUQUERQUE, NEW MEXICO -- T-Mobile is the only company that made me want to write a review so bad. Sales people are trained to lie. Phone promo with no pay guarantee is a pure scam since they won't accept the return even within the 14 day guarantee. Customer service is disorganized, untrained to handle situations as evidenced by countless transfers, lots of calls, and endless explanation to get to the right person. It seems like they're trained to not believe you when you tell them you want to talk to someone in a particular department. Too much inconvenience to deal with for a very spotty coverage, very limited "unlimited" data, and the slowest server I've experienced.
CHICAGO, ILLINOIS -- I wish I could give less than one star for this company. T-mobile is the worst experience I had. They charged me for no reason more than they should. They never said that I will be charged extra for any changes I made, they just charge as much as they want. Just received the bill of $255, for a single line. I called them and they said I made international calls. It's unbelievable. Bad customer service, no respect, no responsibility! I had a lot of issues with T-mobile for being charged more, for no reason. I am changing this phone company and I don't wanna hear about it. Never ever again!
GREENSBORO, NORTH CAROLINA -- My wife was a customer at Verizon and the bill was always very high. T-Mobile had this plan that they would pay you out of your contract to sign up with them (DON'T BELIEVE IT). She did and filled out the paperwork but was never told she had 60 days to return it. In the meantime, she had to go to the hospital. Now, Verizon is billing her for over a thousand dollars and T-Mobile refuses to pay, which they have the worst service available.
The company has no and I mean no integrity on their part to customers. RUN FROM THIS COMPANY if you know what is good for you. I'm not a big fan of Verizon, they are high in their service, but at least you have no problems in getting service. As I said, RUN FROM T-MOBILE!
HENDERSON, NEVADA -- CELL PHONE ACCOUNT THEFT - NOTHING T-MOBILE CAN DO. I had my identity stolen and my T-mobile account hacked and my phone was cloned. I changed the password multiple times and I was assured by them that the account could not be re-accessed without the password. The ID thief not only continued to access my phone and re clone it with a sim card but sometimes he did it in less than 10 minutes. This was a business line for me and I had it tied to many of my accounts and was important to me.
Finally after about the 5th time he stole my line I reluctantly canceled the line, only to find that the ID thief ported (moved the line) to his own account right out from under my account's nose. I don't understand how it' s legal to take somebody's phone line without their permission. T-mobile said that there is nothing they can do to get it back. This isn't just the loss of a line because they are now using my old phone line to try to take out new accounts and impersonate me to further make fraudulent charges in my name. This person obviously knows this system well and is a serial fraud. T-MOBILE CANNOT SECURE YOUR PHONE.
DYER, INDIANA -- I purchased a defective USB cable from the Dyer, IN store and returned for a refund. Unfortunately, I couldn't locate my receipt but didn't expect any problems as the members of staff who sold me the product were there on my return visit. I also assumed that an international tech company like T-Mobile would still have a record of any recent transaction. The store manager, John ** was not only uncooperative and unaccommodating as he flat out refused to grant the refund, he was also egregiously rude and antagonistic. I managed to find my receipt and when I presented it he still refused to refund my $16.
He took great delight in showing off to his subordinates with his rudeness by telling me "I had my receipt all the time and just didn't feel like looking for it." He also told me he wasn't going to refund my money unless I said "please". As I was leaving he told me from now on I should shop somewhere else. Excellent advice actually that I absolutely follow. You should too, if respect, customer service and being treated like a human being matters to you. Apparently it doesn't to T-Mobile.
LAYTON, UTAH -- One of the phones broke on the third day, I waited till my next day off (thinking no big deal). They said nothing they could do. They told us it would take 60 days to get reimbursed for early termination. We waited 60 then 90 days, still no reimbursement... We go back into the store and are told we need to submit last bill to switch to Tmobile. We attempt to do that and are told we are outside the 60 days to initiate it and there is nothing they can do. The store took our phones and mailed them in (so they said).
I highly discourage anyone from switching to T-Mobile. With buying 5 smart phones I worry we may be stuck with them T-Mobile for at least a little bit longer.
PALATINE, ILLINOIS -- On August 28th I ordered a T-Mobile test drive phone. Delivered on August 29th. Returned to authorized store on Sept. 4th - one day early. Order # **. Email received by T-Mobile asking me to return the phone - Called Test Drive Dept. and they assured me no problem. Another email received by T-Mobile 1 week later asking me to return the phone or I would be charged for the phone. Called Test drive Dept and spoke with supervisors. Again, assured no problem. Pending charge placed on my credit card Sept. 24th. Again called T-Mobile. Pending charge was dropped after 7days and another was placed on my CC the following day. Again I called.
Pending charge dropped after again 7 days and another was placed on my CC the following day. Again I called. Both of these times this is happening while I am on vacation and we are getting fraud alerts from our bank - freezing our CC. How nice! So now... this is the 4th pending charge I have on my account.
My bank can't do anything to stop the pending charge because it hasn't gone thru to a charge, but no matter what I do, the charge continues to haunt my CC. Really! Most people don't have the time to deal with such things... I do! I am now on a writing campaign to trash T-Mobile. Why would I want to do business with a company who can't even get my first transaction with them right? But even worse... can't seem to fix the problem!