T-Mobile Complaint - Look elsewhere - Cell phone company
I have been with T-Mobile since 2005. They have never exceeded my expectations, just barely met them. I chose them because, at the time, I could not find any other provider who offered the same pricing on international text messaging. I was stuck with them for that reason.
I live in a moderately sized city. If I stay within my zip code, then the service is fine. Dare I go 10 miles away, and the service is intermittent (one or two bars if I am lucky). Lately, and due to work and other reasons, I have had to venture out to nearby cities. In those areas, I cannot make calls, I cannot retrieve voice mail, I have intermittent service, and my service switches to another one of their partners.
T-mobile phone representatives have blamed this on my phone unit itself. So they sent me a new phone (at my expense, mind you). They have reset, and master reset my phone, but in vain. They tell me that I need to be patient, and that maybe one day, they will add a tower in the areas into which I am having to go.
The on-line representatives are worse. They just send me their generic dismissive and generally condescending letters, which barely touch on the issues I am bringing up with them. I have been communicating my case with them for 6 weeks. First they wanted addresses, street names, intersections where I was having bad service. I provided that. Then they wanted to know where I was moving to. I never said I was moving. Then they said, again, that I would have to pay $200 to get out of my contract with them, because I get good service in my zip code.
I have been with them for almost 4 years, and they have been just awful to deal with. Their customer service representatives have generic automated responses that will almost never address your concerns. I am convinced now that this is a stalling tactic. They want you to get fed up and to give up. I am stuck with them till October of next year, although I am strongly contemplating paying the $200 just to never have to deal with them again. It is almost worth that much to me.
Most recently, my phone got stolen. T-mobile would not allow me to replace it, without extending my contract for 2 years! Now, I am forced to use one of my old phones with an older technology. Seems like every time you ask a question, or are trying to make a change, you are forced to extend your contract for 2 years.