I have been a very loyal customer of T-Mobile for the last five and a half years. When I signed up with them, I was told my many people to pick a different company. I was told their service coverage area was not so great and they were lacking in the customer service department. Despite what I was told, I signed up anyway. And up until this past year or so, I have been very happy with T-Mobile. So much so, I bragged about them to everyone. Until now.
Last year my husband was laid off and needed to get a cell phone since his previous phone was through his job. We went to T-Mobile multiple times to find out our options to add him to my plan. Since I had one of the best plans you could ever have with T-Mobile, and one that no one can ever get, adding him was not that easy. So after many talks with their salespeople, we decided to move my plan to the Unlimited Family Share Plan. Before doing that, I wanted to know if moving my plan would affect me and end up putting me in a new two year contract. So we asked…multiple times. Each time we were told that it would NOT put me into a new plan. If they would have said yes, then Dan would have gone with a pay as you go phone. I did NOT want to get put into a new contract. But they said it wouldn’t do that so we went ahead and signed.
Big mistake. Come to find out, I was put in a new two year contract. That is issue number one with this company.
My husband brought an old Blackberry that we had to T-Mobile to use that as his phone. He really wanted the Galaxy S II, but it wasn’t out yet. As soon as it came out, he purchased it. Paid full price. From the second he started using it, we couldn’t stand to talk to him on it. The echoing was HORRIBLE. So bad that conversations with him only lasted about three minutes. That was all we could take of the echoing. We went back to the store and they told him they could warranty it out. So we did that, hoping it was just a defect with the phone and all would be good. No such luck. The phone we got back was just as bad. The next solution, swap out the SIM card. We did that twice. Didn’t help at all. Finally the store told him that he couldn’t use a case on the phone because there are known issues with the case causing echoing issues. So he took the case off. Still echoed.
This past week was the last straw for me. I started getting text messages from T-Mobile telling me that I have “exhausted my data roaming” for the month. What? So I called. The first person told me that yes, I indeed used it up. We got disconnected so I called back. The second person told me that data roaming does not exist for the plan I have so disregard the text, it was just a glitch in the system. Shortly after hanging up with that person, I tried to surf the internet and I got the same data roaming message. So I called a third time. This time the guy said to just delete all my cookies, cache, data and history. So I did. Knock on wood, but the internet is working OK for now. But really…I was told three different things by three different people in the SAME department. Is there any training back there? Do they know what they are talking about?
After that ordeal and everything we’ve had to put up with, I decided to reach out to T-Mobile through social media. Immediately I was greeted by their TForce who wanted me to submit and application online and they will look into my issues. For my husbands phone their solution is for me to bring it to the store and they will swap it out with a phone they have in their inventory. It may be a new phone, but it could be a used phone. I have a problem with that. How does T-Mobile feel it is fair that a phone that we paid full price for, that has never worked properly, should be swapped out for a potentially used phone? And there was never no mention on whether or not it would be a comparable phone or not. That doesn’t fly with me. As for my contract issue, and the lies I was told by their salespeople, I have another person I need to contact (which I did), but I was told it could take up to 10 business days for them to contact me back. Must be a lot of people, like me, upset with T-Mobile if their turn around time is that long.
The way I see it, the solution to this problem would be to remove my husband from my plan (at no cost to us), wipe out what is owed on the junky Galaxy S II phone (and take it back because we don’t need it) and put me back to where I was…not in a two year contract.
I will update this post if and when T-Mobile comes to a solution. Let’s hope they decide to do what is right and fair in this situation. Oh and T-Mobile, I suggest you get some training for both your customer service end and your salespeople in the stores. It would save you a lot of headaches in the long run.
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