I have been a T-Mobile customer since 2004 and am writing in regards to several issues I have currently had regarding my account.
The first issue deals with warranty and exchange. I have three lines on my account. If you look back over my account there has been claims (2 for the same line). The first claim was in regards to a camera phone not working properly from day one. I called and it was documented with T Mobile as the phone was under manufacturers warranty and I also had the additional insurance which was supposed to cover everything. When it came time to do a warranty exchange/insurance claim I got bit in the butt. I got stuck paying a supposedly out of warranty fee of $254.77 on a phone that was still under the manufacturers warranty and had insurance on it. When I made the claim i was instructed to remove the back cover, battery, and sim card and check the moisture indicater to see if it was white, red or pink. White means no moisture damage, red or pink water or moisture damage. The phone indicater was white which is what was documented by the representative.in the mean time I was sent a replacement phone a week later. When I got my next bill i noticed it was unusually high so i checked the detail and sure enough I was charged $254.77 for out of warranty costs on the phone I did the claim on. When I called and questioned the charge I got the run around and was finally told it was because the phone i sent back had water damage. I don't understand this as there was no damage when I sent it in yet it had damage. I asked to have my old phone returned to me and was tole this was not possible as after they got it back they destroyed it. So I got stuck paying that charge.
Issue number two - upgraded my daughter's phone to a my-touch slide again brand new phone, under manufacturers warranty, insurance on phone to cover any problems not covered in the manufacturers warranty. The screen got shattered which i was told would be covered under the insurance. I was told when I called that the manufacturers warranty was no longer valid as it did not cover the screen and the insurance that I was told covered the phone in full no would cost me $150.00 to replace the phone. Not only did I have to pay the insurance premiums but I also had a deductible they told me in the beginning didnt exsist.
My last issue deals with inlimited text messaging charges on my account. As I stated before i have been with this company since 2004. I have had unlimited texting since 2006 and was told as long as I kept unlimited texting on my account (all three lines) it would cost me $10.00 a month as long as I remained a t-mobile customer. Well starting this July - now I have been charged $20.00 per month and they refuse to do anything about it until i called Customer Loyalty and all they would do is issue me a credit for $10.00.
So, let's recap here:
Claim #1 Cost Me $230.00
Claim #2 Cost Me $254.77
Texting Cost Me $ 70.00
$554.77
And all I got out of this was a stupid $10.00 credit
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