I was a satisfied T-mobile customer for 11 months. The price was right and phone service were great. The (lack of) customer service at the begining on the 12th month frustrated me more than any other experience I have ever had. Either none of their CSRs have the same training, or they are coached to lie and make the customer happy. I have called corporate head quarters, I have faxed complaints to the customer service department and no one has contacted me. I have onl every spoken to level one reps and they all say there is not a manager or supervisor available when I call.
We reported that the phone was not working properly do to the SIM chip. Tmobile diagnosed and acknowledged that it was not customer damage and said they would send us a new phone in 5 business days at no charge.
10 business days later we called to inquir about the replacement. We were informed that they do indeed ship for arrival withing 5 business days, but there is a 2 week processing time that the rep should have informed us of.
The replacement phone arrived 3 days later. It is broken as well, randomly turning off. IT exhibited this behavior from the begining.
I immediately called to cancel my service, since I was at the end of my 1 year and would not lose $200 for canceling. The rep seemed very helpful and worked to resolve my issue. He even called local Tmobile dealers to see if we could get a new phone, but none in the area agreed to give us a phone at the discounted price he offered us. He finally offered a large discount on a new phone, bonus minutes and 1 month free. He stated that our new flip phone would arrive in 5 business days, and assured us there was no processing period or back orders. At this point I was pretty happy.
7 business days later on October 27 we still had not recieved the new phone, so I called again. After verifying the order was placed for a new flip phone, I was told that the phone was back ordered, and would arrive the following Friday.
The phone did not get there until Saturday and it was not the phone we ordered. When I called Monday, I was informed that the order was not placed until I called on Oct 27th, and that I explicitly ordered a camera phone. The rep said I probably got the phone and decided I wanted a different one so I called to complain.in addition, if I choose to cancel, I would be charged $200 for breaking the contract, even though they have not delivered what I ordered.
I will never use T-mobile and I highly advise anyone else from using them. I am the Operations Manager for a software company, and if any of my employees ever treated a customer the way I was treated I would fire them on the spot.
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