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Service Issues
By -

CINCINNATI AREA -- When I first signed up for T-MOBILE back in 2008, I was quite pleased with the plan I purchased. I did the Fave Five Plan. It was affordable and exactly what I needed. My phone was decent, the payment was decent and the first month I was very content with T-Mobile.

Sometime after this I started having a lot of dropped calls. It was very awful! I assumed it was my phone so I called Tech Support and they had me reset my phone and told me that they would have someone look into the cell tower closest to my home. I really did not believe this would be my solution. I had "retry", "not available" errors on my phone and was told to replace my SIM card, which a T-Mobile store did for me at no charge. I figured the next thing I needed to do was to get a new cell phone, and I did.

What is great about T-Mobile is they allow you to do an early upgrade, they allow you to also make installment plans on a phone with NO interest. I was happy I was able to upgrade my phone before my two year contract expired. I was also pleased that when I erroneously ordered the 500 minute Even More plan (thinking it had Fave Five), their customer service allowed me to go right back to the Fave Five grandfather plan and there was no error in billing because of it. I get my new phone thinking it might actually improve my service. I even added more to the phone such as unlimited internet.

However -- NO SERVICE issues still, this was horrible! There was absolutely NOTHING I could do to get better service. Nothing. Dropped calls, constant texts in limbo, my texts getting sent days later or I get texts days later. Internet was a total JOKE. I saw absolutely NO reason to keep a phone I cannot use because I rarely had service.

98% of the time I was in my home my cellphone had NO bars and was constantly saying "searching". I had a call drop twice during a phone interview. I had calls drop during long waits for customer service, I had calls drop in the middle of me trying to leave a voicemail of a client. I could no longer trust T-Mobile's service.

I ported my number in August 2010. My new carrier took my T-Mobile number over and I didn't have to do a thing. My T-Mobile account was deleted as soon as my number was ported, which took no more than 30 minutes to do.I am so very happy with my new service. T-Mobile did not mess up my bill, my final bill was $0 and I have yet to receive a termination fee, which confuses me because I agreed to a new two year contract when I did the upgrade. My new carrier works amazingly and I am glad I am no longer with T-Mobile because of the service issues.

If you live in the Cincinnati area (corner of Indiana, Northern Kentucky) you will probably get very spotty service. Meeting a person that worked for T-Mobile, he told me that about 50% of the people they sell plans to come back within the 14 day period because they can't get service in this area. I have yet to know of anyone personally that has been happy with their T-Mobile service here. It might be great elsewhere, but I would make sure you test the hell out of it within your trial period or you'll be just as frustrated as I was for almost TWO years because of NO service at home, work or anywhere really!

I honestly do believe that my area had decent coverage and at some point that changed. I even attempted to roam on the two networks that my phone picked up when I could not get a signal, AT&T and Cincinnati Bell. I was unable to do this.

In my area I am very pleased to say that AT&T is really great for coverage. There has only been one place in the middle of nowhere my phone did not have a signal with AT&T. T-Mobile was spotty and terrible. I do believe you should stay away from T-Mobile if you live in this area because it is quite frustrating not being able to hold a 5 minute conversation without a dropped call.

If you decide to test another cell company out, see what their return period is and test it for at least a week, or at least two depending on the time frame of the policy. If you decide you like the new carrier's service better, have them port your old cell number to your new phone. This cancels everything with your previous carrier. PS. Still not sure why I have not received a notice for a cancellation fee.

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Customer Service is a Joke!
By -

My boyfriend and I recently switched from Verizon to T-Moble so we could share a plan together. My boyfriend was the main account, but we added myself so if I needed assistance or to make changes, I would be able to do so. We were told by a sales representative when we purchased the phones that it was available to us and my boyfriend set it up with a customer service representative on the phone within the next week. We both decided to wait to switch our numbers until our Verizon contract ended which was the following month. He called and got his switched immediately no problem.

Today I try to do the same. I provided all of the information they requested of me, including my bf's name and last 4 numbers of his social security. I was told by the representative today that with this information, I would be able to switch the numbers. I was then surprised when he said he needed to speak with the main billing account, my bf. Unfortunately, he was in a situation where he couldn't even have his phone so I tried to explain that he's unavailable. Their response was, "Well, we can't do anything until we speak with him."

I was annoyed, but I've worked in customer service before and I know what's it like to be on the other side of the phone so I kept my cool. I explained that my bf is unavailable, but I have provided the information you requested, so please follow through with the process. His response is again, "Well, we can't do anything until we speak with him." I was starting to get annoyed. I said that I understood him the first time, but he's unavailable. I asked why he couldn't fulfill my request when I was added to the account. He then just repeated himself again! I felt like I was talking to a broken record.

Knowing this conversation was going nowhere, I asked to speak with a supervisor to come with a solution. He puts me on hold, then a couple of minutes later, asks for my bf's number so he can call him instead of transferring me to the supervisor. I mean really, what part of "He's not available" is hard to understand? I was getting frustrated at this point and asked for the supervisor again, having to spend a few minutes why I must speak with a manager. Only then did he do it after making me wait at least 7 minutes.

So I get on the line with the supervisor and I explain my situation to him. After I finish, he pauses, and then says the EXACT same thing as the customer service representative! At this point I am mad and normally I am a laid back person. I asked why they would add me to the account if it doesn't do anything? I also asked if there was ANY other solution possible, but he just kept repeating himself, not listening to me.

After the 4th time I had to cut him off, stating that I understood him the first 3 times he said it. He started to repeat himself again, which I interrupted and said, "Look. I not hear to yell or argue with you. I asked to speak with you to see if there are any other options for me. I know what your policy is, you've been repeating it non-stop since we started. If you have nothing to actually offer me, then this conversation is over. So, do you have any solutions for me?" He paused and meekly said no. I mean, I felt like I was talking to a little robot kid!

I called another number to file a complaint, but I can only do it online through the account (not including those who were added of course) or I could get a power of attorney. Really? I have to go that far just to get my old number? I have never dealt with such horrible ignorance they call customer service until now. I cannot believe they would treat their customers this way and have nothing to offer. Once our contract is over, I am leaving T-Mobile in a heartbeat!

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Customers Evidentially Are Not Very Important!
By -

SAN ANTONIO, TEXAS -- Earlier this month I went into a T-Mobile store to purchase a phone that I had been interested in. A Blackberry curve. I asked the sales associate if they had the phone available in the color that I wanted and when I was told that they did, I asked about the price. I was told that it was $99.99 up front with a $50 mail in rebate. This was all that was said about the price at this time.

When I got to the counter to complete the transaction I was told that the phone needed the internet. I informed the sales associate that I did not want the internet. I just wanted to use it as a phone and she stated that was possible but in order to have all functions of the phone it required the internet. I stated that I just needed it to work as a phone.

9 days later I noticed that there was a $2 charge on my bill for a partial month of required blackberry web. I immediately called customer support to see what this was. I was informed that it was a requirement of getting the phone at the price I received it at. I explained to them that this was never disclosed to me and they told me I would have to take it up with the store and have them remove the data plan for me.

After hanging up, I immediately called the store and spoke with the assistant manager that was on duty. He continued to basically call me a liar by telling me there was no way that happened because his employees are trained properly. I called customer support back to try to get some help in this matter. They offered to lower the data plan from $30 to $20 per month, which still was not satisfactory to me considering I did not want the plan and was not informed that it was going to be added to my bill in the first place.

The next day I called the store back and spoke with the store manager who told me he would not remove the data plan but would reimburse my gas for me to come return the phone since I live 37 miles from the store. I asked to speak with the district manager and was told that the manager would give him a call and call me back. When he called me back, I was informed that I could not contact the district manager to actually speak with him, but could have his email address. However, he was not going to remove it either.

The biggest issue was that I had already sold the phone I had previously. I feel that T-Mobile stole from me in a sense because now I will be forced into getting another phone (that I didn't want in the first place) at a higher price and be stuck in a 2 year contract extension with them. I have been a customer since 2003 and always pay my bill in full every month. I have 5 lines of service with them and am on their highest minute plan and messaging plan for these lines.

I felt that there was more that could be done, so I again tried customer support - (a supervisor this time). They told me again that there was nothing they could do. I eventually got sent to the customer loyalty department who after about 20 minutes of talking said the most they could do for me was offer me a $20 credit to my bill for the inconvenience.

I asked why they could not at least give me a better deal on a phone since I wasn't going to be getting what I actually wanted and would have never bought the phone (or sold my other phone) if the sales representative would have disclosed the "catch" to me getting the discount on the phone I purchased. They give great discounts to new customers, why can they not do the same for a customer that (when I take back the phone) will not be contractually obligated to stay with them. I was told that they do this for new customers to generate new revenue.

What a ridiculous answer! You are basically losing money to make money because they will now lose me and my 5 lines as well as the rest of my family which is 10 accounts all together because none of us are under contract and all because I am not as important as a new customer. They really should train their associates better - or better yet maybe not have young kids selling on commission - because I really feel that the associate purposely omitted the "catch" because she knew she would lose the sale (and thus the commission) since I had already told her that I did not want the internet.

As a side note, the data plan also was not listed on the contract that I signed and was given a copy of. I brought this up to every single person that I spoke with and was told that it is not on the written contract because it is not required on every phone purchase and when it is required it is ALWAYS disclosed and explained to the customer before they sign the written on contract. What a load of crap!!!

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Betrayed Customer
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We have been with T-mobile for some time. The last phone I had done not make it through the service period. This phone only lasted a few months before it started falling apart in the same way. It is a flip phone (Samsung) and the connection where it flips open breaks off. (Did on my last phone too.) The phone also had a malfunction in the LCD screen. The inside and outside display screen were intact but the crack occurred internally.

I called the service center and spoke with the most pleasant gentleman who told me they should not fall apart like that. Stated it should all be under warranty as I have not had my phone a yr yet. I told him how the flip connection slowly cracked and then broke off. I told him how the LCD no longer works. That if you looked closely you could see a internal crack. He stated that as long as the phone was not dropped or submerged in water it should be fine and replaced. He did state that if they got the phone back and it was indeed submerged in water OR dropped I would be charged $100 for replacement.

I returned it only to get a letter back stating I was charged $100. The letter stated they would not cover any broken or cracked plastic (I informed him it was before I sent it in!!!) and they would not cover any broken display screens. (My external display screens were NOT broken. If you looked close you could see it was cracked inside the mechanism. I informed him also of this before I returned it.)

I called Customer service to complain about the degree of extreme violation I felt over this. After voicing my complaints to the first gentleman, he went to transfer me and instead dropped the call into the "Wait for a rep" Queue where I again waited, provided all the info to the automated teller and was hung up on. Now I call for the THIRD time finally getting MR. **. He did not hang up on me and actually transferred me to his boss Lesmy. They stated they would listen to the conversation I originally had re: repair of my phone and call me back within 72 hours.

Four days later I called them. It was a waste of my time. They cannot find a copy of the call so did not seem to believe what I had to say. Nobody had listened to anything at this point from what I heard. I am now told not all calls are recorded. Despite the fact I know the damage was not physical, they claim it was and I have no recourse but to pay the $100 for another cheap phone. I learned this time all the things the initial representative should have told me and did not. That broken plastic and LCDs are NOT covered. I should have taken it to a T-mobile stand and asked the representative there before sending it in. At Least I would have more recourse.

At this point, I do not know what is worse, the lack of respect for me as a customer by the repeated dropped and non-returned calls. The violation of being billed for something I described in detail to them and then being billed and sent a letter stating everything to the contrary. If you purchase a phone from them under warranty for one yr, it will not cover, (per the letter I received) any broken or cracked plastic, broken display screens or triggered liquid damage indicators. I ask you, what is left to cover? I would rather have my old broken phone back than the memories I now have. I truly feel betrayed by this carrier I have been a faithful customer to.

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T-Mobile refused to honor our agreement...
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13170 CENTRAL S.E., 107-A1, NEW MEXICO -- I will earnestly attempt to convey my experience as accurately as possible. What you do with this information is up to you. Some of you may be tempted to retaliate in favor of T-Mobile. That is also up to you, but not necessary, as I don't intend to waste additional time involved with, or about, this Cellular/Communications Provider: T-Mobile. To begin with, my Wife and I were shopping and comparing new Cellular Phone providers. We visited a T- Mobile facility and the premise to contract with T-Mobile was based on the following.

I qualified for a Corporate account discount. T-Mobile's sales staff agreed to waive the activation fee and include a 15% discount on (2) individual Plans: (1) Wireless Broadband (Web Jet) & (2) a Family Plan for two Cellular Phones. We felt satisfied that T-Mobile (this was our initial experience with this provider), appeared to be working with us and they were a greater value when compared to other providers (i. e.-AT&T, Sprint, Verizon, etc…). However, our new relationship began in an inauspicious manner.

For example, our new Wireless Broadband (web jet), would not access the T-Mobile website to view our personal account (i.e.- I was only allotted up to 5 Giga Bytes usage and wanted to view current usage to prevent additional costs…); but, would allow access to virtually all other URLs. Therefore, I had to call the Tech Support on 4 different occasions (total 220 minutes: you must first explain your situation to a “gatekeeper”, who subsequently triage/transfers you further, to a specific department). Then, you explain your situation again, to the next Representative.

Some suggested resolution examples were: the location that set up your account did not correctly set it up; you may be having trouble with your Web Jet, and a long list of other suggested problems, or fixes. I ultimately fixed the problem myself (after considerable time and many different configurations), but am not totally sure what remedied the situation- it just began working. It must be noted that I also brought my laptop and Broadband to the T-Mobile facility and they could not resolve the problem, but suggested that I call 611: the “Psychic Department”—I'm not kidding you.

I was never convinced that all of this time, time spent calling Technical Support, would ultimately be credited back to me, as I had a maximum usage of 750 anytime minutes. Eventually, when I was able to view my minutes used, all of this time was accumulating to my anytime usage and indicated that I was over my usage limit (stressful situation).

You see…the Technical Representative told me that until you have been with the company 1 month, they can't really view your account (you're kind of akin to a nonentity- per Rep.), and answer your important questions: you know…do I have additional charges that I am not aware of? That's an important question. Don't you agree?

Next…we received our first Statement from T- Mobile. The amount of our first bill was greater than we had expected. In fact, after inspecting the bill, we concluded that T- Mobile had not included our 15% discount, on one of the two Plans. Well…15% may not seem that significant (over $200 per year in terms of our plan), but this amount was significant to us and we had chosen T-Mobile based on the premise that T-Mobile would discount our plan (it was our agreement)!

Next, we brought our statement to the same T-Mobile facility and discussed the bill with the Representative that we created our agreement and contract with. The Rep. inspected the bill and agreed that we had not received our 15% discount—we had received one of the 15% discounts and the other activation fees were waived. In light of this, our Representative called the Corporate HQ to discuss this situation and receive an adjustment in our favor (their image and reputation was on the line).

Well…after several minutes of explanations, and assertions, that she had indeed agreed to discount our plans, based on information by T-Mobile, the Rep. was told that T-Mobile would simply not honor the agreement (T-Mobile would simply not honor their pre-contract agreement, post purchase), that's right. By now, I began to perceive this behavior as a form of “Bait and Switch.”

Now…keep in mind, our Web Jet Broadband cost $160-in advance. More importantly, the refund threshold for the Web Jet was 14 days from date-of-purchase, but you don't receive much information - refer to above - for approximately 30 days, or more (your first Statement). As a result, your refund-return-window has now conveniently expired.

Next, the Representative, after failing to convince the Customer Service Rep. at HQ to include our agreed discount, asked me if I wanted to discuss this situation with the Representative at T-Mobile HQ. I was reluctant, but agreed to do so (considering that I was a genuine, cash spending customer- in advance, mind you).

While further discussing this situation (and feeling stonewalled), with this Customer Service Representative, and failing to receive what had already previously been negotiated, this Representative attempted to “hand me off” to another Representative (possibly to frustrate me to the point of acquiescence), and I refused the hand off attempt. Again…I insisted on the discount, as previously negotiated, and was refused. At this point, the Representative suddenly changed course, and suggested that I could simply withdraw from our agreement and that he simply could not give me the discount.

My wife was indignant at this point, as it appeared that T-Mobile, not wanting to honor our agreement, could simply cut and run from their responsibility. They appeared to be comfortable, with the possibility of losing our potential long-term business, for the equivalent of 15%.

My wife and I, at this point, decided to cancel our “no contract, contract” with T-Mobile. However, we had now invested $160 in cash, for the Web Jet. Considering this, I said, “well… you all have come out really well on this. That is, you didn't honor our agreement and you sold me a non-refundable Broadband (remember the 14 day return threshold), which I am now unable to use: maybe I can sell it on Clist, or Ebay for ¼ price, I rationalized.

At this point, my wife and I felt… even more frustrated. In consideration of this, and the fact that we insisted on some sort of relief, the Manager, after much delay and great reluctance, acquiesced and refunded the cost of the Broadband: I give T-Mobile credit for the refund, but not for our investment in evaluation (we compared), time (drive to facility, calls to Tech Support) and frustration (refusal to honor our agreement, or delay in refund)…

In short, after paying over $130 and then receiving a final bill (that appears to be constructed with questionable mathematical techniques, in terms of the computerized method of prorating), we have gladly moved on to another Communications Provider. Remember…utilize this information in a manner that benefits you. That is the sole intent of this writing. Thank you.

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TMobile's Breach of Contract (and terrible service)
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Dear TMobile: I am disputing my contract and my billing with TMobile. I bought TMobile service on Dec 20, 2009. The service was not as represented at my home (it was terrible, poor/dropped calls or not available at all), so I took the phone back to cancel service on Dec 31st, but the lines were so long, I left after waiting for over an hour. Also, the local stores were closed for 4-6 of the 14 days between Dec 20, 2009 and Jan 3, 2010.

I went back to Costco, where I purchased the phones, to cancel service and return the phones on Jan 5, 2010. I was asked to consider a 'better' phone with better reception. I relented and agreed to try a different phone. I tried using the phone over the next 10 days at my home, service, even standing outside, was not good (at best it was poor) or unavailable. I went back to COSTCO again, on or about Jan 16, 2010 and waited for nearly an hour and had to leave again without being helped.

After the first billing came in from T-Mobile we sent a communication to T-Mobile that the service was not just unacceptable at my home, but also unacceptable and unavailable at several spot along I-196, where I specifically asked and was shown maps showing there was service. The contract for services provided by T-Mobile was obviously a misrepresentation. The service is much worse than any other mobile service provider. My other firm's mobile service with Verizon is excellent.

I stopped by COSTCO at least 5 other times to return the phones, but the service representative was always busy with several people standing in line (note: the COSTCO phone agents were very helpful, just understaffed). I finally was able to return the phones on or about Feb 23, 2010, after many previous attempts (this is a 50 mile trip, each way, to go back to COSTCO which I was told returns had to happen at the place the phones were purchased).

Besides my efforts, I requested my office contact T-Mobile to dispute the most recent billing, explaining the service agreement was misrepresented and there was a breach of contract by T-Mobile for this misrepresentation. Also, noting several other contract issues that voided the contract and required T-Mobile to refund any charges back to the date I first attempted to cancel service.

No T-Mobile service has occurred (except by the COSTCO personnel) since Jan 2010, the month I attempted to cancel service (I believe only a handful of calls were able to be made on the TMobile service). My discussions with the TMobile representatives (first Rene', then her supervisor, Chris) after receiving the TMobile billing due 3/28/2010 were a waste of time, even though I tried for an amicable resolution and spent nearly an hour on the phone.

I have already paid T-Mobile too much money. The service is terrible and unacceptable and misrepresented by T-Mobile's agents. The more I tried the service in Jan 2010 the more I found the service agreed to as unacceptable and a misrepresentation of what was offered.

I want billings already paid be refunded and any other costs billed be deleted and the contract to be shown as voided. As a concession, even though trying to resolve this whole affair has cost thousands of my billing hours, I will pay for phone calls actually made in the first 30 days by me. This will result in an overpayment amount by me and a refund required by T-Mobile of the difference. I am offering this concession in good faith. You will see I was unable to use the phones effectively during the first few weeks due to poor service. I did not use the phone at all after Jan 2010.

Bottom line: terrible service, that was misrepresented by T-Mobile agents, and poor service that discourage or made impossible the ability to comfortably cancel the service and return the phones purchased. Please refund the monies paid by me (after my good faith allowance for T-Mobile deducting $43.00 for the few calls made in Dec/Jan 2010. Also, show me in writing the contract is rescinded. If you do not comply, I will be forced to take this matter to court, as well as to state and local telecommunications officials, plus the appropriate consumer protection personnel.

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Loyal Customer Extremely Disappointed
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T-Mobile customer support flat out lied to me, and then refused to admit their mistake that cost me over $200! I would like to start by saying that I have been a T-mobile customer for years. When I first signed up, their customer service was among the best I could find- 24 hour support, hardly any hold times, it was wonderful. Although I did occasionally have issues with services I didn't have popping up on my bill, or voice mail suddenly stop working, they issues were always quickly fixed with no hassle by customer support.

Recently I did notice their customer service start to decline. No longer could I call and speak to a representative and their hold times grew longer. Still, compared to the other cellular companies I was relatively happy. That was until this month. In December, due to a terrible tragedy striking a dear friend, we used way too many minutes. The result was overage charges exceeding three hundred dollars. I called T-mobile on January 8th and explained the situation. The woman I spoke with was very nice, and explained that if I signed up for one of their unlimited plans, she could make it retroactive so I wouldn't have to pay the tremendous overage fees.

This sounded good to me, but as I explained to her, I would have to talk things over with my fiance and decide for sure what we wanted to do. That was OK she explained to me, but my billing cycle ends on the tenth so I would have to call before then. But then she said she could leave a note on my account, so if I called within the next week they could retroactively apply the change to my account and I wouldn't have those overage fees.

It was a chaotic weekend for my fiance and I, but I managed to call back within the next week and switch over to an unlimited plan. I specifically asked at that time to make sure the overage charges were going to be taken care of. The representative was very nice, and assured me that yes, the overage charges were taken care of and I wouldn't be charged with them.

So, imagine my surprise when I check my account online and see all the overage charges still there. Immediately I called T-mobile support. The Representative explained there was nothing they could do, the billing cycle ended on the tenth and because I didn't switch my plan before then I still had to pay the overage charges. In vain I explained how I was told when I switched to the plan the overage charges would be taken care of, how when I first called the lady said I could call back anytime within the next week and it would be fixed.

That simply can't be the case I was informed. There is no way a T-mobile Representative would have said that to me. I must have been mistaking. I continued to explain how the original lady was very clear when I spoke to her about it, and how when I did change the plan they verified the overage charges wouldn't be an issue. Still this representative insisted she couldn't fix it. If it was a T-mobile issue she could, but since I signed up after the tenth, there was nothing she could do.

I asked to speak to a manager. He said the same exact thing. I pointed out to him it was only a two day difference, and if I knew I had to call back by the tenth I would have. That didn't matter though, the tenth was the cut off date.

The reason I am upset? I feel the error here is T-Mobile's. When I originally called on the 8th, and again on the 12th they confirmed the overage charges would be taken care of. Now I am told that is simply wrong. It is my belief T-mobile should have told me in the first place I needed to make the change by the tenth instead of letting me wait until next week. I also feel that having been a T-mobile customer for several years, the company should acknowledge that regardless of whose mistake it was, I clearly was under the impression that it was being fixed by signing up for the unlimited plan and realize that two days should not cost me over two hundred dollars.

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Worst Possible Service Around
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Okay I decided to upgrade my domestic partner's phone for her as she needed a phone that she could send and receive email on for work as she is a General Manager of a large hotel chain. I placed the order on December 1, 2009. I was to pay $200.00 for the phone over 4 months. Everything was fine, no problem. I paid the $115.00 and then an additional charge of $11.98 for 2 months of the insurance. No big deal. Go the phone in and all set up.

Later that day when she went to call her brother the touch screen froze on it. Called customer service and they transferred me to tech support. Spent 3 hours on the phone with them and they said the phone was defective and to send it back. Okay no big deal. I paid the $10.00 to send it back as this is what I had to do when my personal phone had to be replaced. I mailed it back on the 7th of December.

The phone was received on 14th and I called in to find out when the replacement would be shipped out. I was promptly told that I would have to pay $300 all up front to have the replacement sent to me. I don't think so I had an agreement to only pay $200 not $300. I told them thanks but no thanks. I had an agreement and if they weren't going to honor it then I'd go elsewhere. They backed down and agreed. The new one was received on the 21st.

Within an hour of having it we had the same problem - the touch pad froze up on it. Called customer support and get accused of taking the phone into the shower with me. (Ummmmmm okay how is that possible when the moisture indicator is still solid white.) And was transferred to tech support again another 3 hours on the phone. They ordered the replacement and sent it to me. When I opened up the box it was the exact same phone that we were replacing and not the Samsung highlight.

Okay this is getting out unreasonable. I call customer service and tell them it will be correct today regardless so they allow me to take the phone to the store and exchange it. Show the store manager what the phone is doing and he exchanged it no problem. He even replaced the sim card thinking that was the problem. It worked, no problems then not even an hour later the touch pad freezes again when trying to use the phone book. I call customer service again and they send me out another replacement phone. I get this one and 10min later the exact same problem - the touch pad froze up when trying to use the phone book.

We are visiting my family and are close to the store where we opened up our account. The manager there sees the problem and goes through all the things tech support has me do and then goes on to tell us that there is a known problem with the touch pad freezing up but she can't help us. So once more I'm on the phone with customer service. They send me out another replacement phone. This last phone comes in and 5 minutes after turning it on guess what? You got it. The touch pad freezes when you try to use the phone book.

This is ridiculous that this time when I call I tell customer service that I want to exchange the phone for one of equal value but get told I can upgrade to the G1 but only if I pay another $329.00 for the phone. I ask if I would be given a credit of $200 or the one I have already purchased and was told I wouldn't receive a credit.

My domestic partner decides to take over because I'm so angry that I can't function and agrees to have them send her one more Samsung highlight but if this one is defective like all the others we have had he will split the difference of the upgrade to the G1 (giving us the $200 credit for what I've paid so far) and we pay an additional $129 and they pay $129. This was how it was explained to my domestic partner.

Let's do the math here. I have paid $200 and then they want another $129 which bring it up to $329 and then they are paying (figure of speech) $129 which brings the total for the phone up to $458. I go to the website and see the G1 listed for $399 with a $270 instant rebate leaving a balance of $129. They want me to pay $329 for a phone that they listed for $129 after the instant rebate. Did I miss something here or is this part of some new fangled math that you have to go to school for because last time I checked 1 + 1 = 2.

Well after all is said and done I will never recommend T-Mobile to anyone and my domestic partner is having every one of her employees that switched over cancel their service not to mention all the other Hotels that are a part of this chain. That will be thousands of accounts closed across the United States. I hope this was all worth it to them as there will be complaints filed with the FCC, Attorney General and Better Business Bureau.

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Excellent Customer Service! 5+ Year Customer and Forever Long
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I have been a customer with T-Mobile for about 5 years and I have received nothing less than FABULOUS customer service. Every single time I call they have exceedingly satisfied my needs and acknowledged their mistakes (and fixed them too). I've had 3 phones replaced which had gone bad for free with ease no unwanted surprises at the end of the month! (With the 5.99 handset insurance plan of course).

Just a couple of weeks ago we decided to change over to the even more plus plan which includes unlimited minutes/data/messages on two of our lines while at the same time not renewing our contract and lowering our bill by 60 dollars a month! And also keeping the same amount of services while adding unlimited minutes! :) (Since we saw no need to keep on paying extra for the even more plan that includes subsidized phones as they also allow you to purchase phones interest free over a period of 20 months or quicker if you choose to pay more than the minimum of $20 and their phone selection isn't very appealing to me).

All of the CSR's I got a chance to talk to explained it all of this extremely well to me and were MORE than helpful, open to questions and polite! Now this is where things started to get out of hand. Since, I'm very careful and untrusting I always double and triple check everything and so 3 days after the change was made I called and just asked them to read out my plan to me. Which they did but for some reason they told me I had RENEWED my contract 2 days ago!

I explained to them that this was not what I agreed to and she did not put me down or try to sham off and get me off the line like most big chain CSR's. Instead she puts me on hold and apologetically says "Hmmm... Let me take a detailed look at your account." After 3 minutes on hold she comes back to me and acknowledges the error and corrects it! I was shocked to see there was still some humanity left in this world! I didn't even have to tell her or anyone I had recorded the call (as I do with everything concerning my finances etc).

I've also called their technical support department and they were a joy to talk to! Not only that, they always had a solution to my issues to top it off. They were always very polite and humble (as I enlightened him with info required to facilitate him helping me) not a hint of snobbishness just pure grade A+ service and humanity. Hard to find these days... I have previously dealt with ATT and long story short I felt as if I was dealing with a miserable person who was just going through the motions.

The only downside to me is their phone selection. The blackberry phones are nice. But they don't appeal to me. I wish they would have picked the Motorola Droid over the Cliq... Which is why I opted out of the even more plan and got myself an iPhone which I was pleased to know the also had an iPhone tech department! T-Mobile Keep up the good work! Very pleased here!

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Tired of Being Scammed
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LAS VEGAS, NEVADA -- I opened a FlexPay account for my kids (my husband and I have AT&T) we went with the FlexPay contract account, we got 2 phones and was told we could add 1 more line, which was important because if his son came to live with us we wanted to get him a phone also, well we had the account for about 5 months, never late on payment or had the phones turned off, my husband's son came to live with us last week and I went online and ordered him a phone, went with a free phone cause he had a T-Mobile sidekick, was just going to put sim card in his phone.

I had to pay 30.22 for the service and prorated service charges, not a problem, got the phone in about 3 days, wow nice fast service thank you, phone was not activated, had to call to activate, they then wanted 29 more dollars "for what?" I ask. "Activation charges" they say, "then what was the 30.22 charge I paid," "we don't know we can't find that charge", "well its on my bank statement, you took it out", "well let us transfer your call to sales they should be able to help you."

Now sales says "we can see the order we see that a credit card was used but we can't see the amount paid, we have to transfer you to customer service," customer service says "we don't see a problem pay the 29 dollar activation fee and be done with it", "as soon as I know what the 30.22 dollars was for no problem", "well we need to transfer you to FlexPay customer service." "Fine" I say, by this time I was on the phone for over an hour, FlexPay customer service says "take the phone to a T-Mobile store and they will activate it no problem."

So the next morning I take the phone to a T-Mobile store and the guy is on the phone with customer care for about 30 min. Then he says to me "your account is qualified for 4 phones," "OK I only want 3, I have a family talk plan already with 1800 min and unlimited text so just need to add a phone," He then tells me that "each PLAN can only have two phones, 2 phones per plan, and to activate the 3rd phone I have to get it its own plan, but it's going to be on the same account."

So after using words that would make a trucker blush, I calmly walked out, went home got every piece of paper T-Mobile has ever given me and read terms and conditions, hmmm don't see that there, so I go online look up everything I can about Flexpay with contract find out that 4 phones is the max but not that 2 phones per plan is. So let me tell you I really believe at this point that I am going to add my stepson on our AT&T plan and I deeply regret being sucked into this Flexpay contract, and I do feel as though I was sucked,

When I went into T-Mobile I explained to the man that I was looking into Flexpay because if the kids went over their min we wouldn't have additional charges, told him at the time of purchase about needing a 3rd phone in the future. I will NEVER deal with this company again and will let everyone I know to stay away from them and their devious practices.

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