T-Mobile Complaint - Betrayed customer
We have been with T-mobile for some time. The last phone I had did not make it through the service period. This phone only lasted a few months before it started falling apart in the same way. It is a flip phone ( Samsung) and the connection where it flips open breaks off.(Did on my last phone too) The phone also had a malfunction in the LCD screen. The inside and outside display screen were intact but the crack occurred internally.
I called the service center and spoke with the most pleasant gentleman who told me they should not fall apart like that. Stated it should all be under warranty as I have not had my phone a yr yet. I told him how the flip connection slowly cracked and then broke off. I told him how the LCD no longer works. That if you looked closely you could see a internal crack. He stated that as long as the phone was not dropped or submersed in water it should be fine and replaced. He did state that if they got the phone back and it was indeed submersed in water OR dropped I would be charged $100 for replacement.
I returned it only to get a letter back stating I was charged $100.The letter stated they would not cover any broken or cracked plastic ( I informed him it was before I sent it in!!!!! ) and they would not cover any broken display screens ( My external display screens were NOT broken, if you looked close you could see it was cracked inside the mechanism. I informed him also of this before I returned it.)
I called Customer service to complain about the degree of extreme violation I felt over this. After voicing my complaints to the first gentleman, he went to transfer me and instead dropped the call into the "Wait for a rep" Que where I again waited, provided all the info to the automated teller and was hung up on. Now I call for the THIRD time finally getting MR. Avon. He did not hang up on me and actually transferred me to his boss Lesmy. They stated they would listen to the conversation I originally had re: repair of my phone and call me back within 72 hours. Four days later I called them. It was a waste of my time. They can not find a copy of the call so did not seem to believe what I had to say. Nobody had listened to anything at this point from what I heard. I am now told not all calls are recorded. Despite the fact I know the damage was not physical, they claim it was and I have no recourse but to pay the $100 for another cheap phone. I learned this time all the things the initial representative should have told me and did not. That broken plastic and LCD's are NOT covered. I should have taken it to a T-mobile stand and asked the representative there before sending it in. At Least I would have more recourse.
At this point, I do not know what is worse,
1) The lack of respect for me as a customer by the repeated dropped and non-returned calls.
2) The violation of being billed for something I described in detail to them and then being billed and sent a letter stating everything to the contrary.
If you purchase a phone from them under warranty for one yr, it will not cover,(per the letter I received) any broken or cracked plastic, broken display screens or triggered liquid damage indicators. I ask you, what is left to cover?
I would rather have my old broken phone back than the memories I now have. I truly feel betrayed by this carrier I have been a faithful customer to.
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