T-Mobile - MAKE YOU PAY FOR NEW EQUIPMENT WHEN OLD WAS ALREADY BROKEN
Customer Service, Tech Support, Escalation Department & HTC Sensation - Complaint
USA, DISTRICT OF COLUMBIA -- YOU NEED TO READ THIS IF YOU ARE OR HAVE EXPERIENCED DIFFICULTY WITH YOUR PHONE AND YOU WOULD LIKE A REPLACEMENT. (And you didn't drop it in the toilet or down the stairs)
Customer Service: Lame Duck Reps that have no power...don't even bother speaking to them. (A+ Very Nice and Willing To Transfer You)
Tech Support: Not really technical and have no power...pass these folks up unless you want them to tell you to reboot and rebuild your phone, because that will solve your problems. (C Good speakers but still have very little knowledge of the actual phone or power over solving complex issues)
Escalation Department: Dense (F - Futile attempts at reason)
If there were a way to place LESS THAN ONE STAR I would. Let me tell you of my issues and yes they are mine! I chose, of my own free will, to move from another carrier to T-mobile because of the price and incentives. IT HAS BEEN THE WORST MOVE I'VE EVER MADE and has cost me clients and more money than I saved switching. I joined T-mobiles ranks as a user in November 2011 (a little over 8 months ago) and since then it has all been down hill, let me expound a little:
STEP 1. I chose to take a plan that allowed me to pay for a phone monthly instead of taking a payment plan with a higher monthly fee because I change phones regularly for development purposes and want the best on the market. With a standard contract plan I would have been paying more per month and would have to had paid top dollar for a new handset each time I changed. I chose the HTC Sensation because it was newer and pledged tech that many other phones did not carry. I PAID OVER $400. The phone started crashing, rebooting on it's own, and otherwise not functioning after about a month. T-mobile can collaborate my complaint with their notes.
STEP 2. I chose to have the SMARTPHONE REPLACED USING MY INSURANCE through T-mobile where they send the same phone (new to me but refurbished) so as to test the theory that the phone is defective and not that actual model/operating system. After reading through countless forums, I found that thousands of individuals were having the same issues and had encountered similar results in working with T-mobile...they were sent a replacement Sensation and/or offered a lower functioning phone for exchange. When I received the phone, as per the tech support member's instructions, I didn't load any apps on the phone because they said it was more than likely an app that was causing the problems with the phone. #1...why in the HECK (No, I try not to swear...but I'm sure someone here would be willing to do if for me!) would I purchase a $400 smart phone and not be able to load apps on it! And these apps are Google designed and published. Way to go T-mobile.
STEP 3. THE PROBLEM PERSISTS...So the second phone immediately has issues, many of which were the same issues I was already encountering with the previous phone...shutting down in the middle of browsing, inability to use the phone when plugged into a wall outlet or computer (Couldn't unlock it and the selection of areas on the phone would randomly select other items not clicked on).
STEP 4: CALL T-MOBILE TECH SUPPORT...AGAIN. By this time (Today, July 26/2012) I have CALLED T-Mobile over SIX TIMES about the issues and each time they tell me something different. Today destroyed my patience and turned me into a raving lunatic! Not really, but sort of...This time I spoke to customer service, tech support, and the escalation department (they send you here when you threaten to leave) and none could or would even consider helping me. ALL I WANT IS A REPLACEMENT FOR THE MODEL THAT I HAVE THAT ACTUALLY WORKS! I'm a customer is good standing, I pay my bill each month, I ONLY EXPECT THE PHONE I BUY FROM A CELLULAR COMPANY TO WORK...is that too much to ask? It's like buying a new car and driving down the street only to have the engine blow up! Would the car company say..."Oh, we don't build that engine, we only build the car around the engine and if the engine blows up, it's not our fault!"
STEP 5: OPTIONS LAID OUT BY T-MOBILE FOR ME TO GET A REPLACEMENT PHONE WITH SMART CAPABILITIES. Really, this is what they told me, "Purchase a new phone or take one that is dumb!" That was their solution! OMG(osh), I could have figured that out all by myself! they even told me that they know the HTC Sensation has issues with the Android operating system and that HTC is working on a fix...oh yeah and has been for close to six months. Meanwhile the Sensation isn't made anymore and the problems persist. So my options became as clear as can be...sell my phones for a couple hundred a piece and get the heck away from T-Mobile as fast as my wallet would allow.
PARTING THOUGHTS: TAKE SOMETIME BEFORE CONSIDERING T-MOBILE because they swear they test all phones in use on their system, but don't you think they would have caught a phone like the Sensation that has had so many issues if that were true...MAYBE IT IS NO