My fiance and I upgraded our phones the end of January. We purchases two Motorola Razr V3 phones and signed up for an additional one year contract. Within a few months, the phones were dropping calls and shutting off by themselves. I was given the option to - replace these phones with two "next generation" Razr models or to replace with Samsung t809 phones.
I mentioned to Carsia Johnson, Executive Customer Relations, that I had spend close to $250 on accessories and thought it would be in my best interest to try two new phones as to not waste the money I spent on accessories (in their store). I received the two replacement phones (after battling with them in order to not have to pay the shipping charges) in May.
By June, both phones were having similar problems and I contacted customer service to get the Samsung phones. I was alerted that the model of phone they offered me earlier (May) were no longer available under the warranty (June). They are wanting to replace the phones with much lesser quality phones which do not have near the features a - the Motorola or Samsung phones (bluetooth).
I was also told that since I had an "open ticket" with Carsia Johnson (877-290-6323X8029), she would be the only associate in Executive Customer Relations that could help me. This person does a poor job of returning emails and phone calls (for over a week) until recently when I received her message that they were not going to do anything for me (except offer to take more of my money for the phone they had promised me).
I requested a termination of my contract and she claims there is nothing she can do. I have found numerous complaints about T-Mobile and their service the past few weeks.in fact, I found a website that appears to have T-Mobile employees making derogatory remarks to people that have complaints in an open forum (ROR REDACTED LINK FOR SECURITY PURPOSES).
I find this whole matter to be unsatisfactory and need to find a resolution. It has been made apparent to me that T-Mobile does not care about their customers and only cares about the bottom line. I can only hope the Better Business Bureau can do something as I have filed a formal complaint with them earlier this week.
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