Do you people out there know out there that if you purchase a phone from t-mobile and you do not discover that it has a defect immediately that they will not replace it with a new phone.

I purchased one and it had a glitch in the text messaging part. Not something you pick up immediately.

I took it to two separate stores who could not figure out what the problem was the second one told me it was definitely defective and to return it. I went back to my original store of purchase and was told they would not replace it but would send me a refurbished phone in the mail. I said that I just wanted it replaced with a NEW phone and they said it was not their policy. Today I received their replacement which was all scratched on the screen and had little white spots on it. I am assuming it had been hit or dropped. I called their customer service and was told that they absolutely would not replace it with a new phone it was not their policy. If I cancelled their service I would have to pay the $400.00 for early cancellation.

Call me crazy but is this not abuse to the consumer. How did all this happen and why do we let them get away with this kind of business practice. I am just letting everyone out there know that think before you use T-Mobile. They do not have the customer service that you think they have.

I purchased a T-Mobile phone and, of course, the two year contract. I asked for the insurance also. 3 days later, my phone dropped out of my briefcase, into a puddle and never worked again. I went to the T-Mobile store in Ocoee and was told that there was no insurance and I would need purchase a new phone, at full retail. I was quite upset but, I did. My phone has never gotten satisfactory service, lots of dropped calls, garbled calls etc. I have called customer service three times. With no response, I went to the Ocoee staore again, and they put in a new sim card. New day, same problem. They are telling me that in order to get out of this useless contract, it will cost me $200.00 since I have only been in this contract for one year. his is very one sided. What about customer rights. STAY AWAY FROM T-MOBILE.

D. Hunt
Clermont, FL

At the request of my wife, I switched from a good company that gave me excellent service, to a well known company (T-Mobile), that their only service is on the internet, and never solves the problems. Everyday, and several times a day, the phone has no dial tone. When I call, Technical Support tells me to disconnect the power cord, wait for 30 seconds, then connect it again, and in a few minutes, I get service again.

Imagine doing this several times a day, after you try to use the phone and find out not only that you did not have a dial tone for some unknown time, but also the fact that other people could not get in touch with us.

If they leave a voice mail, this is delivered several hours later.

Imagine also that your computer and internet connection is upstairs, and you are almost 78 years old, and have to do this forced 'exercise' several times a day.

They already taught me to solve the problem temporarily, disconnecting and connecting the power cord, but they refuse to send a technician to solve the problem temporarily.

I have two alternatives: 1) to embarrass them publicly until they solve the problem; 2) start a civil lawsuit in small claims court to have the judge to force them to release me of the contract, which still has one and a half year to go; 3) Pay them $200 to get released of the contract, which is what they want.

German-owned T-mobile has a good reputation in Europe, but their US subsidiary has a growing track record of deceptive practices that should give pause to any prospective customer. Especially egregious is the simple fact that like all cellular phone companies T-Mobile operates on airwaves owned by the U.S. public.

We had long been concerned that our T-Mobile bill was higher than it should be, running around $300 per month. We had a plan that allowed for up to 3000 minutes and seldom used nearly that much. We determined that we could probably survive on less minutes. After discussing our issues with T-Mobile Customer Service via phone we went with their recommendation for a plan with less minutes... a 700 minute plan. Turns out it was something associated with a dubious consumer come-on called 'My Favs'. The rep never explained any of the features and we signed up to the 700 minute plan over the internet. The next month we noticed no difference. All of a sudden, just after Thanksgiving a bill came in that was nearly three times what we had been paying. We freaked and begin a long process of trying to reach Customer (we don't) 'Care'. It was later explained to us (in January) that before Christmas that their phone system was 'very busy' and the fact that we had waited (sometimes up to 40 minutes) without any response was just a fact of life. We did finally reach the company just after New Years and began a long sad back and forth 'communication' trying to resolve this issue. The company contends that they are being asked for a 'good will' refund. We contend that we were willing to pay for services actually rendered at the rate that we were being charged before being directed (either deceptively or unknowingly) to the WRONG plan for us. We have now spoken with no less than nine different reps. Most are courteous, but none are able to actually 'do' anything except play back some platitudes about being 'sorry for our inconvenience'.

There were instances where Customer Care representative Jenny, Dawn, Ashley told us they would put the account on administrative hold for 30 days, only to have the account shut off only days or even hours later. There were instances where Customer Care reps were very frank and stated that they had read the notes of our conversations with T-Mobile and were dumbfounded themselves (Milini). One rep (Ashley) claimed that she could not get an email response from one of the first reps to be involved. And this was internal!!!

The final straw was this week after yet another Customer Care rep. Matt, stated that he'd put the account on a 30 day administrative hold until a top supervisor could review. That was January 18th. He said he'd call again on the 19th to make sure things were being handled. He didn't call back... no surprise there. Instead, on the 23rd, roughly three weeks ahead of time the account was suspended for the fifth time in three weeks (btw we have paid several hundred in good will during this time). When we checked with the company we were told that a GM in Tennessee (???!!!) had refused the 'good will' credit and suspended our account.

What was originally a $300 per month issue is now almost $900.00 per month and T-Mobile is asking for $1, 900 to re-start. All this from the same level of service we asked for from T-Mobile for well over a year.

In summation, what began as a deceptive practice and/or ill-conceived program was turned into a very unpleasant tale indeed by a poorly run company that is focused on one thing along - gouging as much from their customers as possible.

For me, this German-owned outfit should be closely questioned about their practices by the FCC and sanctioned appropriately.

Hi my name is Sandra Antoine and I was sent to the collection agency by T-mobile wireless. I've paid all of my bills but they're telling me that I have a past due balance from my previous account which doesn't make sense to me, because T-mobile won't let upgrade/resign your contract without paying the pass due balances on the account. So if you can respond back with any information as soon as possible I would appreciate it. If any questions i can be reached on (617) 504-5942 or by email [email protected] Account number: 451005077-A Thank You!

Sincerely,
Sandra Antoine