I called back in June to notify them of lack of signal where I moved to. I was told by the Customer Care representative that I need to file a trouble ticket and if they find you have no service they will allow you to cancel without an Early Termination Fee. We made it through the summer since the kids were at home. School started and I cannot reach my kids in our own neighborhood. So I called on September 11 and filed a trouble ticket and was told that I would hear back in 72 hours.
72 hours became a week of me calling back to their Customer Care with hold times of up to 1 hour. My call on September 17 after requesting to be transferred to the Retention department found out that their Rep wrote back stating there is no coverage and that there would be an expansion by January.
I was told by the Retention Rep that I should not have moved to a Non-coverage area. "Its not T-mobile's fault that you moved there, you should have looked at the coverage maps." By the way the coverage map states that I have "Good" coverage. (DO NOT TRUST THE MAP).
I said that I was told that if I did not have coverage that I could cancel without a termination fee. She said "We cannot do that, If you want to write Customer Relations @
Customer Relations
PO Box 37380
Albuquerque, NM 87176
You can tell them what you would like or ask what your options are. I wrote the letter in the next 10 min and got it out in the same day's mail.
Today September 21 I received a letter from Robert Briesyn of Customer Relations
T-Mobile USA, Inc. (T-Mobile) is in receipt of your recent correspondence regarding your request to cancel services with an Early Termination Fee waiver since you have moved out of the T-Mobile coverage area.
Unfortunately, we are unable to waive the Early Termination Fees on your account. Should you cance your account you will be responsible for the Early Termination Fees.
Please be advised, T-Mobile is unable to guarantee coverage in all locations and provides coverage maps on our web site which include street level approximations of coverage. We understand your frustration with the coverage in your current location and would like to complete troubleshooting on your device to determine the cause of the issues you are experiencing. Please contact our Technical Care department at the number below from an alternate phone/device to complete the troubleshooting process.
If you have any further questions, please feel free to contact us at the address listed above. Our Customer Care department is available from 3am-10pm PST at 800-937-8997
Sincerely, T-MobileUSA, INC.
Robert Briesyn
Customer Relations
I have been with T-Mobile since 2002 once our contract is Terminated and I have filled out every online report explaining my experience. I will never return to this company. If anyone can tell me how troubleshooting my phone will expand their coverage area... Ugh!
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