I have been a T-Mobile customer since June of my eldest son started as a VoiceStream customer (and stayed when it became T-Mobile) since 2001. We both decided to up-grade our Nokia's to camera phones. Always happy with T-Mobile, we went to the Willowbrook Mall T-Mobile Store in Wayne, N.J. And picked out the Samsung t309 models. We paid $40.00 for eash phone and extended our contracts to 2 years! Honestly, I had no complaint with T-Mobile prior and the t309s worked great in the store!
It wasn't until we got home that we discovered that neither phone was able to receive calls, and the voice mails were garbled and clipped! We discovered that if we left the house and ran halfway up the street, we MIGHT be able to pick up a call! We also found that the quality of ALL voice mails was pretty bad! The phones do take nice photos.
I called T-Mobile, and found that their customer service people are not very bright overall. I first spoke to Barbara - #7482273 about the problem beginning on June 10. We were cut-off. I next spoke to Ashley - #757793, who arranged a "replacement" phone to see if the problem wasn't just a Samsung lemon! Initially she wanted to charge me $15.00, but she waived it after I complained!
The "replacement" arrived (just a headset you put in your sim card an battery on back) and it worked just like the other t309s - not at all! We tried it on both my son's phone and my t309.
I next talked to an "Account Specialist" whose name was Kenny - who said to fullfill their "Alternate Exchange" process, I would need to receive yet another t309 headset. Of course when the second headset arrived, it worked precisely as did the two t309's already in our possession. I sent that one back too!
Next I spoke to Abby - #0940315 on June 22. Who transferred me to her supervisor, Tyrus - #0854816. Tyrus was about the brightest individual I have encounered since beginning this process. Tyrus said he would send a Motorola Razr V3 to see if that would work, as I was now beginning the "Multiple Exhange" process. I told him this might work out as my younger son has an "unlocked" Motorola camera phone (and T-Mobile service) and his phone sends and receives calls as always.
In talking to Tyrus, I learned that my whole process insofar as my son's phone hadn't even begun yet! He said the two t309 headsets we received (which we both tried with our sims and batteries and finding no difference in operation) would only satisfy work in my account! I quickly changed my assessment that Tyrus was brighter than the others I had encountered!
Tyrus said to call and provide the information on the box that my son's t309 came in to begin the process! His "Alternate Exchange" would require the sending of two t309 headsets, and if they didn't work (RIGHT!) they would need to be returned and the next phase or "Multiple Exhange" would begin! Hey, I'm not making this up!
Called and spoke with Danny #7481622 today, June 24, and we were cut off. I redailed and spoke to Jovan #075564 who placed me on hold and never returned! I redialed and was connected to Seth #0956571.
Seth took the information from the box and said he would need to "trouble-shoot" my son's phone (my son is attending a week long seminar in Boston) before the "Alternate Exchange" process can begin! We left it teir "800" number when he gets back on Monday.
I have been told (in talking to this myriad of T-Mobile agents) that a) my house is the fault, b) that the service to my area is only "fair" and c) I cannot back out of my extended contract or I would be subject to a penalty.
I might not be a spoon-bender, but I know what constitutes a contract, and T-Mobile is NOT living up to their end, therefore there is no contract. Furher, the phones are not "unlocked" versions, but equipment that T-Mobile sanctionsed, so shoddy that they are incapable of receiving T-Mobile service! Additionally, we clearly (as we were long standing customers before with Nokia phones hesitate to extend service based on past performance) so we extended our existing contracts and were duped! Imagine, saying that the house (same one we have occupied for 27 years in suburban NEW JERSEY!) is the fault!
I think if I must commence litigation, we have a very strong case... Unlike our signal!
Can't believe this is happening to us! I have filed a complaint with the FCC, but but not sure where that will take us!
Thanks for giving me the opportunity to vent!
It is my hope this entry will secure us some assistance, but failing that, hopefully will serve to warn someone to be careful in their dealings with T-Mobile!
Kerry
North Arlington, New Jersey
U.S.A.
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