This is a letter i sent to t-mobile regarding the run-around i've received trying to get my 2 free cameras for the past 11 months:
Date: 10/18/03
I signed up for T-Mobile service on 1/19/03. My contract included 2 T-300 phones with a rebate offer of $50/phone AND 2 cameras. I submitted the paperwork for the rebates promptly before the 1/31/03 deadline. On 3/31/03, I received 2 letters (one for each phone) requesting that I send the rebate forms once again since apparently, the originals were lost.
The customer representative I spoke with on 3/31 said that my rebates (check and cameras) should be shipped within 10-12 weeks. Sometime in June or July, I did receive 2 checks, each totalling $50, BUT NO CAMERAS. On July 28th, I contacted the rebate office to query them about the whereabouts of the cameras. I was informed that I need to wait 4-6 weeks. On August 22nd, I called again (still no cameras) and was given the essentially the same response in July I need to wait several more weeks.
On 9/3, I spoke with customer service rep LEAH @ 1:40 P.M. She didn't know what was going on with my request. She advised that I give it another 2-4 weeks. On 10/11, my wife spoke with supervisor ANDREA who in short replied that it would take about 7 weeks for our cameras to get shipped out. That same day, I spoke with another supervisor, NAOMI. She said she would look into my request closely and would get back with me on 10/16 with a status report on my claim. SHE NEVER CALLED!
Today, 10/18, I spoke with supervisor BROCK who suggested I contact T-Mobile to see if T-Mobile can somehow send me a voucher for 2 cameras that I could pick up locally. BROCK said he would also review my file. When I called T-Mobile, MICHAEL said that it is not T-Mobile's policy to send out vouchers, but that he would put me on hold and check with the rebate department.
MICHAEL spoke with supervisor JORDAN from the rebate department and came back with this report: My request was finally being processed and it would take 6 weeks for it to be verified and for the cameras to be mailed if confirmed. MICHAEL indicated that he didn't know why the request was just processed now instead of months ago when I made the initial call. Frustrated and disgusted at how I have been treated and given the run around, I then called the rebate department again and spoke with line supervisor LUKE. He asked for the name of the sales rep who initially sold my the phones in January so that the "research department can call them and look into my original request".
I told LUKE that this was asinine because it has been nearly 11 months since that sales rep sold me the phones. How could she possibly remember me? Anyways, I asked for LUKE to give me the name of the Accounts Manager so I can speak to that person directly; he wasn't authorized to give out the name (hmm). LUKE then gave me the standard "it will be 6 weeks" until my hear back from T-Mobile and the rebate department.
If you're still reading this, you can see the source of my frustration. We have been happy with our service in general (sometimes, though, I don't get a signal when I'm inside my house... Hmm). I would like to continue this relationship, but if we do not get the cameras SOONER than the 6 weeks, then I will be forced to sever ties with T-Mobile. Friends and family I have who are considering switching to T-Mobile will undoubtedly hear about my woes. As I indicated in the first lines of this long note, the deciding factor for us when we signed up for the service were the cameras. I feel that we have been (and how many other people) misled and mistreated by your Rebate Program Department.
My wife and I are expecting a child in the next few months. We had hoped to have the camera to update friends and family on her pregnancy. We are still hopeful that the cameras will arrive BEFORE the baby greets the world. But we're not holding our breaths.
Vincent
Phoenix, Arizona
U.S.A.
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