I have been a t mobile customer for a while now, and less than a year ago upgraded to the Motorola razor phone for my daughter and myself. My daughter's phone stopped working and as it was under warranty we tried to get it replaced. All three of the representatives I spoke with on the phone said the phone was water damaged and they would not replace it. The phone has not been in the water and has been well cared for and used normally. The reps then asked if it had been in the bathroom while she showered as this would cause the damage (no, she had not, but it seems a pretty poor product that could not take a slightly steamy bathroom). One of them asked had it been left in the car and that this would cause damage. Again, not a very good product if being left in a car will damage it. One of the reps said she lives in Kansas and that the humidity had damaged HER phone, causing it to stop working, but I suppose since she works for t mobile she can get all the free phones she needs. Several of my friends who have razor phones have had problems with them, and I told the reps this, but they insisted that this was an excellent phone. Since they have themselves had problems with the razor phone this would attest to it's apparent fragility. Since T Mobile was most assuredly not going for the customer loyalty and offering me a replacement phone, I asked about buying a new phone for a decent price (I can afford about 20-30 dollars). NOT ONCE did they offer to sell me a replacement phone alone. Any new phone I bought from T-Mobile would have to come with a new 2 year contract! They then offered to help with our plans (which I thought included nights and weekend, but apparently does not), again with a brand new 2 year contract. This is not acceptable, since there are better and much cheaper plans on the market I asked about terminating our contract. To do so I would be charged $200. This is absurd. So, I told them I have no recourse left but to complain. They would not accept a complaint over the phone, and sent me to the website. I wrote this exact letter to them (up until this point when it would not allow me to go further) and then tried to send it to them. 4 times I tried and the e mail would not go through. It said the website was possibly not working properly, so I once again, for the 5th time today, called T-Mobile to get an e mail address for customer support. The representative I spoke to (Sam, they won't give you last names) said they didn't have the e mail address! He then put me on hold for quite a while only to come back and tell me again, they don't have the address, that T-Mobile would not give THEM the e mail address! This is preposterous. Sam then said I could fax them, and I told him I do not have a fax machine. He kept insisting that I could fax t mobile, and I kept telling him that I DON'T have a fax, and all I need is an e mail address. Sam insisted that no one there had the t mobile e mail address for customer service, so I told him I guess I would have to send my complaint to the BBB and perhaps they could get through. I also figure it wouldn't hurt to send the complaint to other sites and alert consumers as to this in hopes that they will think twice about using T-Mobile!
Thanks!
Dana
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