I have a wirelss phone account with Voice Stream/T-Mobile for a couple of months or so. I did not really need the phone but I thought it is a good idea for my younger daughter who was about to go to college. At the time of selling the phone (who else but Worldcom!) it was assured to me that Voice Stream has the service and signal available in the whole North East, especially in New England.
After the phone kit arrived, went through the documentation and completely charged the phone, I found that contrary to the assurance there was practically no signal in my home in Andover. But I thought that the phone would work in the Boston Area College with my daughter.
However, when I moved my daughter Nida to Wellesley College on August 31st, we were shocked that there was absolutely no signal there! In fact to make an important call we had to go out of the college area and still the call was barely completed in three tries. Even though the college is only 15 miles from Boston and not in a rural or hilly area!
To improve the signal I have even tried to use an aftermarket antenna boaster but to no avail. This is in contrast to the Sprint phone that my elder daughter has at Columbia University, in NY. She uses her phone not only at her campus, here in Andover, MA and also at Wellesley College in MA with no problems. Here I have an apple-to-apple comparison between the two services at all the three locations and that is very
disgusting and upsetting.
I have called their toll free, allegedly Customer Service number but to no avail. All they said was that there is service at Wellesley College in MA. And they could not give me any phone # or street address for further complaint. They did give me a New Mexico fax number that never worked when I tried.
However, when I wrote an e-mail through their intenet site I did receive the following brief response. "Response (Raleigh) - 09/06 12:07 PM
Dear Himayun Mirza
Thank you for contacting T-Mobile!
I apologize for any inconvenience this matter has caused.
For information regarding returning this equipment please call 1-888-STREAMS.
If you have any other comments, questions or concerns, please feel free to contact us anytime.
Thank you for choosing T-Mobile.
Sincerely,
Raleigh
Customer Care Specialist
T-Mobile"
However, I was out of town for a few days so I received another message and that was the last time I got any response from them. Here is the second response. "From: [email protected]
[mailto: [email protected]]
Sent: Monday, September 09 4:02 AM
To: Sam Mirza
Subject: [Incident 020903-000868] Attn: Manager Customer Relations, T-Mobile September 3 I have an accoun...
We have not heard from you concerning your request for support in the 48 hours since we sent you a response. Consequently, we have changed the status of your question to SOLVED.
Question Reference #020903-000868"
To this I promptly answered. "I have been out of my office for the last two days and checked my e-mail just now. No sir I still have the problem and the issue is Voice Stream says that there is service in my home town (Andover MA) and in my daughter's college town (Wellesley MA) but I don't get a useable signal in my home and none at the college.
Either changing to a more powerful external antenna phone or to new service are the only solutions. Please don't put me on time ultimatum unless you make sure that your side is proactive and does something. If it were in my hands I would not be writing to you repeatedly. What do you expect me to do?
Himayun Mirza"
To this I replied on Wed 9/18 12:14 PM:
"I have just talked to the people at the phone # 1-888-STREAMS, you have provided. I spoke to a certain Amanda and then her supervisor Kim, but to no avail. All they have told me that I have an agreement and after 72 hours there is no way I can do anything other than to payoff for the year. And they cannot help me in anyway regarding this matter. They have bounced me off to your again.
In essence what they have told me is that according to your policy if anybody moves to college and they have no service at the campus then they still have to pay you for the year! If that is true then this will be a good story for my both daughter's bulletin boards at Wellesley and Columbia.
I need a straight forward response before I take you to a small claim's court for not providing me the services that you have promised me on the phone when this contract was sold. Also I am getting the documents ready for the Mass Attorney General's office. There is absolutely no way a college student can pay you for the whole year for services that are not their contrary to your assertion. I can have several people at the college to testify that there is no signal at the college campus.
I am furious for this bouncing around and not getting any resolution. If I do not get any resolution to this situation then I will be filing a complaint by the end of one week from this e-mail.
Thanks and regards
H. Mirza"
Since there has been no action from either side. I am worried that this company would try to extort the money for the services never rendered by threatening to destroy my credibility. Pleae help me!
Thanks and regards
Himayun (Sam)
Andover, Massachusetts
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