T-Mobile Complaint - Horrible Products and Customer Service
I have been a t-mobile customer for years. I am very unhappy right now with T-mobile. I am so unhappy that I am going to break my contract ASAP. I am so frustrated and upset that I do not know where to start.
On September 21, 2006 my boyfriend brought me a BRAND new pink razor phone from a t-mobile store. After one week of using my phone, the phone broke. I took the phone back to the store and a very nice manager traded my phone for a BRAND new one with NO questions asked. Today is October 27th, 2006 and my phone has broken AGAIN! Saturday, October 28th I went to the same t-mobile store where I had traded my last phone to get yet another phone. I was told by a t-mobile manager that it was not his problem that my phone had broken and that there was nothing he could do for me. He told me to call customer support. So, on Sunday October 29th, I spent over an hour on the phone with customer support. I worked my way up to a supervisor named Chad. Chad was rude, condescending, unwilling to help me, and he hung up on me. I have never heard or dealt with anyone that unprofessional. I am an educated person who holds a masters degree. I did not appreciate being talked to like I was stupid and incompetent. When he hung up on me I stood there in shock. I could not believe a manager and a representative of t-mobile hung up on a long-time paying customer. I was in shock and I still am!
T-mobile informed me that I was not eligible for a NEW phone and that all I could get was a refurbished phone. I DID NOT PAY $100.00 FOR A REFURBISHED PHONE! All I want is a NEW phone and to be released from my contract with t-mobile. I would actually like a new Nokia phone because I am done with Motorola. I have called Motorola and have informed them of my issues with their defective products. It is the year 2006 and if I purchase a phone for $100.00 IT SHOULD WORK!!! Then when I call t-mobile wanting help I get hung up on? Does that sound at all appropriate? I have worked in customer service and I know what good customer service should be. I think Chad does not know how to do his job and needs to learn customer service skills. Furthermore, t-mobile is a billion dollar company. I am in shock and dismay that for a billion dollar company they all are unwilling to help me. It is a little upsetting to say the least. All I want is a NEW phone and preferably NOT a razor. I will NEVER buy a Motorola phone again. Before this phone I had a Nokia and a Samsung. I NEVER had a problem with either of them. I would also like to be released from my contract with t-mobile because I am tired of dealing with such unprofessional people.
T-mobile is in the process of shipping me a REFURBISHED phone as we speak. I am VERY unhappy about this. I plan to break my contract as soon as I can. I also plan (and have already started) telling everyone how substandard, awful, and appalling t-mobile is. I will tell everyone I know to switch cell phone providers and/or not ever sign up with t-mobile. My family has cingular and has never had a problem like this. My boyfriend and I WILL be switching cell phone providers and will tarnish t-mobile’s name.