T-Mobile Complaint - T-Mobil lack of integrity when dealing with customers
What in the world has happened to T-Mobil??? They USE to be the very best and now they are at the rock bottom.
In January I called to upgrade my phone and extend my contract. I received a My Touch. They told me I needed 4G to resolve the problems I was having with dropped calls. The touch pad didn't work so T-Mobil sent me a new phone then had me return the damaged phone. I of course footed the bill for the $21 to return the phone. The second phone didn't work right. I called T-Mobil and talked for a very long time to a very nice representative. She told me that they appreciated my customoer loyalty and she felt that I should change phones. She said they had had some problems with the My Touch. I returned the phone (at an additional $21 out of my pocket). I called a few days later after checking out a couple of other phones the representative had offered me. I chose the Galaxy S. I was told that they would honor the $49 offer I had on the My Touch. After getting the new phone I called to make sure they had adjusted my account. The guy I talked to told me they changed me $249 for the phone and I said, "WHAT???!!" He said it is okay, they credited the $249 back so you actually received the phone for free. So last week I received my bill and it was $349. So I called T-Mobil and was told that they would email the account specialist I spoke with and the credit would be applied in the next couple of day. I called today because the credit still hadn't shown up. I was told the offer I had received for the My Touch had expired and that the best they could do for me was offer me $100 off (off the $249). I asked to speak with a manager. The manager tried to make it seem like she was doing me a great favor and told me that if I didn't accept the offer there wouldn't be any other discounts offered after we hung up the phone. I asked what if I sent the phone back. She told me I could sent the phone back and it would reset the clock. I told her that I would sent the phone back and then check out the phones at Costco. She told me that Costco wouldn't give me a phone if I sent if back for about 30 days. She said that is how long it takes to process the phone and make sure I sent everything back. I feel like I am working with TERRORIST!
Since I have to have a working phone I had to accept their second offer because they would not honor their first offer. I have never (and had I not been tricked by T-Mobil) I never would have paid over the $49 for the phone. They have almost always been free. It will be the very last time I have a contract with T-Mobil.
I am very angry and frustrated. I have been a loyal customer to T-Mobil for over 11 years. In the past 2 months I have been on the phone for at least 14 hours trouble shooting my phones or talking to customer service. This is absolutely the worst service I have ever received from anyone. I have generated a large number of referrals to them that have resulted in them getting more business. That ends today. As soon as my contract is up I will be changing companies and in the mean time I will be filing a complaint with the Attorney General and telling everyone I know that they are not the company they use to be and to absolutely not trust them.