I am so upset right now! I have the Samsung Vibrant and it keeps malfunctioning on me and I've had to do a factory reset on it twice! I went into the store (number 8103) to get help from a representative and in the process of removing the back of my phone he damaged my case. After resetting my phone (without even inforrming me that he was going to do so—I lost everything on my phone! When we started he told my I was qualified to exchange the phone for refurbished one, but instead he suddenly changed his mind and did a factory reset! He said I was "better off" this way). I asked if T-mobile would reinburse for the damages done and he said no. He told me I should go back to where I bought my case (the mall across the street) and have them refund or exhange it because, "it's not suppose to break off like that". Of course it's not suppose to be like that! He should have handled it with care. I've taken my battery out often and have not damaged it before. So I asked to speak to a manager. She came over to me and said, "I'm sorry, but we can't be responsible for that. We had to take it off to get it fixed". Yes, I understand they had to take it off to fix it, but in the process of doing so you damaged it! So, how can you not be "responsible" for what you have done? I asked to speak to someone above her and smiling she says, "I'm the only manager here". I leave and call 1800-T-mobile to have them help me resolve this issue. Get this! The rep over the phone says that she will reinburse me the money only if I make a committment to be a permanent customer with t-mobile (I'm currently on a month to month base). Seriously? That is ridiculous! With this type of customer service who wants to be committed to such a company! Because I said no she said there was nothing else that she can do for me. I couldn't get any contact information to the district manager, or manager over the phone. She claimed there wasn't anything the manager could do that she couldn't have done. So the only option left is to write a letter! No email, no phone call, but a letter ONLY! How incovenient! I'm very displeased with this company! That was several days ago. Today 7/14 I did a chat support online, because I noticed my call history was in my time zone but my texts were not; they were in Pacific Standard time. The rep Darcie rep ID is 13-20338 told me that everything is set to Pacific time and cannot be changed. If "evertyhing" is set that way then why are the call logs set to central? She said, "The calls list as your local time zone since that is how we bill for nights and weekend times. The other usage that is not effected by that is listed as Pacific time." I thought that was ridiculous so I called a rep over the phone who said it may be done and made a note to the engineer to get it changed. They can't be trusted and need better training. Also, I contantly get dropped calls no matter how many times I call them to have them "fix" it. I'm changing my phone company soon!
T-Mobile complaints
Mailing address:
T-Mobile Customer Relations
P.O. Box 37380
Albuquerque, NM 87176-7380
Phone: Customer Care at 1-800-937-8997
0 comments