T-Mobile Complaint - Worst Possible Service Around
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 and 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 I 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 else where. They backed down and agreed, the new one was received on the 21st with in an hour of having it we had the same problem the touchpad 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 thru 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 give 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.
Lets 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 employee's 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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