Run...Run...Far from T-Mobile Complaint - Run...Run From T-Mobile
Were having problem with two different Blackberry T-Mobile phones that were two years old. Ordered two new phones on 30 November. T-Mobile promised it would arrive NLT 7 December. Within a few days, T-Mobile charged my account for half the amount of the phone - no problem. By 6th November, still have not received the phones. Called customer service. They claimed to have no records nor do they keep records of any shipment made by USPS. Customer service claimed that the phones would arrive by the 7th, despite Hawaii not having overnight service. Called customer service on the 8th, still no phone. Amazingly, they produce a tracking number telling me that it was shipped on the 1st of December. USPS does not update their on-line tracking frequently so not to worry, we would get our phones. T-mobile opened a research & tracking ticket to track the status of the phone. Give them 72 hours. Called back on 10 Dec. Got disconnected three times, put on hold twice and disconnected. Finally, got a customer service representative who proceed to tell me it was my problem that the phone hadn't arrived. I had to contact USPS to find where the phones were. It was my problem and not T-Mobile's even though they already took my money. Finally, talked to a supervisor who wanted to open a research ticket (didn't read his screen) until I told him there was one opened. He told me the phone was on its way, until I explained that I four other shipments via USPS that were sent from KY and TN two-four days after T-Mobile claimed the phones were shipped out. All four packages already arrived (and were updated on USPS tracking site daily) except for the phones. Now, T-Mobile is telling me that they can't ship out new phones. I have to wait until their research department tells them what happened to the phones. If the phones are lost, they will re-credit me back only the total amount taken out minus the interest I'm paying on the credit card. They will then have to redo the order and ship it out again. After over 10 years with T-mobile, customer service has gotten worse. I'm taking my business to Verizon where I'll pay the extra money for a company that is reliable and cares about their customers. Had two phones before, one with Verizon and one with T-Mobile. Biggest mistake was giving up Verizon for T-Mobile. Run, Run far away from T-Mobile. It's no wonder the latest reviews of T-Mobile now have them ranked second from the bottom!