T-mobile was originally contacted last year, via retail location and phone to customer service in October regarding this issue of a phone being defective. The keypad does not work properly, hence, utilization of the phone is limited. The hang up button does not work upon completion of a call.
After several attempts to work with customer service and be constructively connected with technical support, I finally worked with a representative in which the software on the phone was re-installed. This was an apparent attempt to resolve any software issues that may contribute to the defective handset keypad.
This comprised of over 3 hours of download time, in which I had to use a separate phone line and two computers. The original download encompassed effort to install software on my computer, just to determine that the software would not work on a Windows Vista operating system. I had to repeat processes with a backup computer with an XP operating system, hence, a significant amount of time was expended unnecessarily. It was established by technical support that the phone was defective upon completion of this download, among other diagnostics.
A replacement phone was sent to my residential address in February. I was unable to take delivery of the replacement phone that was shipped via UPS as each delivery time was a time in which I was at work. There were no phone calls from UPS or T-Mobile, nor any note that delivery was attempted or after hour pick up option or location. Since T-Mobile selected UPS as the carrier, and the carrier did not perform reasonably, I hold T-Mobile responsible.
Subsequently, I have contacted T-Mobile several times via e-mail to customer service, and several phone calls to customer relations, just to experience false promises of re-delivery, excuses such as blaming UPS, demands that I contact technical support again, etc. I have called in just to have T-Mobile customer service tell me that I must call on a phone other than my cellular phone.
I am requesting that T-Mobile immediately send a replacement phone, honoring the initial warranty offered with the purchase of the phone. I am making this request without conditions of having to call customer service and technical support as it is clear customer service is not empowered to handle this request, in addition, technical support has been unable to diagnose a remedy other than replacing the phone.
T-Mobile has not honored their warranty in a reasonable time frame with reasonable requests. Anthony Rivas in the T-Mobile Client Relations has credibility issues and cannot return phone calls. Subsequently, the company has provided false information to the BBB regarding the matter.
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