Do not use T-Mobile. My experience to date:
6/6 - 30 minutes shy of promotion end to receive Samsung Galax S II for free after mail in rebate of $100 and instant web only discount. Tried to sign up for two phones on the Family Plus plan, insurance on each handset, and additional Blue Tooth headset. Tried for over 20 minutes to place order online but it kept getting stuck on stupid. 10 minutes shy of deadline called the toll free order line and reached a representative by the name of Micka. She said and I quote, "I'm sorry but both our PHONES and our WEB are down at the moment and I can't process your order. I can call you back tomorrow when I get on shift (3pm EST) and we will be able to honor this promotion for you". I asked if the $12.00 next day S/H could be waived for the problems I was experiencing and was told "NO".
6/7 - Waited until 4pm (EST) and did not receive a call from Micka as promised. Called the order line and got a hold of Haley, who transferred me to Niesha, who transferred me to Rachael. Rachael was my ONLY positive experience in this whole debacle. She drew up the order (#1120883225) honoring the promotion and advised me that it was IN FACT possible to waive the next day S/H fee for my trouble. Went through the entire order process, credit check (was told there would be a $350 deposit
required), and just had to pay for it. Advised Rachael I would have to call my bank to verify they had, in fact, raised my daily spending limit (which this order would have been in excess of) as I had requested. Rachael said she did not have a direct number but to call back with the order number (1120883225) and I could pay the representative that answered the line. Called my bank and all was good on that end so I called and got ahold of gentleman (failed to get his name). Tried to pay for the order only to be told that it would have to be sent to the "offline team and they would contact me in 24-48 hours".
6/11 - Did not receive the promised call from the offline team so called back to get the status. Reached a young lady (again failed to get name) and gave her my order number. Briefed her on the situation and told her the bill would be in my name (as outlined on #1120883225) but I would be charging my husband's credit card. She said this is "not possible. Everything has to be under his name. I will cancel out this order and get you to sales representative who can honor this for you."
Transferred to yet ANOTHER representative. (Again, my bad for notgetting this female rep's name). Had to explain the situation YET AGAIN only to be told "this order has been canceled. Well, no DUH! I JUST told you the rep who tranny'd me to you JUST canceled it. (Obviously erroneously). This rep told me the prior rep was misinformed, that I could have the bill in my name and pay with my husband's card as the billing address was the same. Kept getting variations of I can set you up with another promotion...".
Advised that I want what I was promised - nothing more, nothing less.
This is not about money at this point, it's about ethics and follow through.
At this point I advised this rep that I was on an unreliable phone and confirmed she had my contact information in the event of a disconnect. She advised the correct number to reach me and promised to return my call if disconnected.
Tried to "buy me off" with a refurbished phone plan and more instead of trying to honor the original promotion. Had to INSIST that I wanted what I was promised, nothing more - nothing less. Rep put me on conference with yet ANOTHER person who listened only superficially and made no genuine attempt to rectify the situation. Kept wanting to "call me back when she found out where the phones are...". The phones are in your warehouse!
You people won't let me pay for the *&*&^%ing things!!!
Sure enough, my phone signal crapped out and it's been 30 minutes with no call back. Needless to say I am done w / T-Mobile at this point and will be sharing this on every review site and social media outlet that pertains to them. Off to go check out Verizon Wireless, Sprint, AT&T... ANYONE but T-Mobile.
Seriously Displeased,
Leslie C
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