T-Mobile Complaint - Coverage Has gone from OK to Deplorable
ALBUQUERQUE,, NEW MEXICO -- We have been T-Mobile customers for 7-8 years, we have never gotten great cell coverage in our area, but acceptable. In May of this year our service started to deteriorate on our 4 T-Mobile phones, poor coverage at home, work places and school. I called to inquire and was told they would trouble shoot my phone....blah blah 3 hours later the phone just says sos, no bars, they said I need to go through this process on all the phones, that coverage was normal, service never improved. We were ok with having to place our phones in the window and run outside in the rain, heat or cold weather to keep the call from dropping, but now we have to drive 2 or 3 miles just to pick up one bar. We can't reach my child at her school, she cannot call us if she needs to. They suggested we use our wireless router to improve service which works ok at our offices but does not work at our house, but if we take a call at the office we can't leave till the call is over or the call will drop. My wife and I are both in sales and rely heavily on our phones, text messages and e-mails. We have the family unlimited plan, which is basically the family very limited plan since the phones do not work 90% of the time. I made a couple trips to the local T-Mobile store to speak with a human, always nice, say they will send a tech out to our area and they will report back....guess what...they never did. Go visit again...same thing...no results. We finally get someone on the phone one day that has a solution, they send us a booster that we place in our window at home and this will improve coverage in one of the areas, only problem is the booster requires 2G or 3G service, at lease one bar. I have never seen a 2G or 3G signal on my phone, best is 3 or 4 bars with EDGE on it which I believe is another carriers tower. I review the T-Mobile coverage map to see it has changed since our service has, still shows we get good service at home, school and work. We begin thinking we will have to swithc phone companies, buy new phones, deal with all our contact information, set up new blackberries or smart phones, learn the new features, find the right plan etc., but T Mobile wants $700.00 to terminate our phones which don't work, they tell me to fax a letter to the Customer Relations Department, only the representative was not aware that they don't receive faxes anymore, after 7 days I call to follow up and they tell me I have to write a letter, Customer Relations only relates to letters, no phones, faxes or e-mails, so I send a letter and quickly get a response.. NO.. A form letter... they won't waive the fees, but if I would like to speak with someone about troubleshooting my phone to call the Customer Care department. Customer Care does not care and Custsomer Relations does not want to speak with Customers, very odd company! I was told there was no one else I could speak with and to write another letter. I googled the corporate office and was transferred to "corporate customer relations" left a message, will report back on the outcome. Really can't understand how a companies service can get so bad, so quick and they want me to be penalized for leaving. If my cable didn't work I don't think my cable provider would expect me to pay or charge me for cancelling.