I've been with T-Mobile for 5 year and felt very happy until this afternoon. On Aug 4th I called TMO and placed orders for 2 Nokia 6301 phones for upgrading purpose, because my current contract is expiring this August. Then I was told that I can track my orders online within 48 hours on UPS.com. But until today (Aug 10th), the orders still won't show up.
So I called TMO again to verify the status. Their automatic tracking system says both orders are on back order, with no other details given. I went on to talk to a CSR to see if she could give me a specific date of when the orders will be shipped. After checking some information, the lady said there's no info regarding on the estimated shipping date. I then wanted to cancel these orders and place new ones - You have very a good reason to cancel an order that even the seller is not able to find out when it will be shipped, right?
I was transferred to another CSR of TMO's customer loyalty program. This second lady, however, told me that she can't guaranty the cancellation of my orders. I had no choice but to ask her to at least try first. So after being put on hold for about 20 minutes, this lady came back and said the best thing for me to do to cancel my orders, is to wait for the shipment and refuse the delivery. But she was still unable to tell me when the phones will be shipped!
I was really frustrated and said I wanted to terminate my contract. But the lady kept saying that I can only cancel it after I refuse the god knows where delivery. Isn't it ridiculous? You can't even cancel an order that has not been shipped! OK dear Customer, you are locked up with us until we ship the phones! And the good news is: the shipping date is UNKNOWN, or, FOREVER!
Thanks very much dear TMO! Please will you ship the phones ASAP so that I can refuse the delivery and switch to whoever takes their customers seriously?
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