I’ve been a faithful customer of T-Mobile for six years and our contract is up in August. Lately the customer service has been very poor and they’ve been very unaccommodating. I’ve called numerous times and have spoken with numerous people and it’s been a very unprofessional experience. The customer service reps and managers have been very rude. My nieces phone has been dropping calls, battery life is poor, etc. And I decided to take the time to read reviews on the phone. It turns out that the phone has been poorly reviewed by numerous people. All have had the same issues.
On 9/20 I spoke to a few customer service reps asking what some of our options were. They said they could offer a discount for one month but that was it. I told them that that wasn’t good enough that we’ve had major issues with the phone and we’ve also had major issues with customer service not being flexible and providing good service. I told them that because of the repeated issues that I’d like out of the contract without paying the $200 early termination fee. They said that it was not an option at all. So I said that was fine, can you please provide us with an upgraded phone? She then said that we could have the same phone. At that point I said we don’t want the same phone as it’s not a stable and solid phone. That after being a good faithful customer for 6 years, the least they could do, if they didn’t want to terminate the contract was offer a better phone free of charge. They would not budge what so ever. They said that she could upgrade the phone at full price. To me, unacceptable. WHY would we want a phone that we know is faulty? Why should we have to pay for a better phone? I asked to speak with a manager and he gave the same answer. I told them that I was going to contact the BBB and notify all family and friends of the horrible issues that we’ve had with T Mobile. He was very uncaring and said “you can do as you please mam.” I couldn’t believe the lack of respect and the lack of caring and professionalism. At that point I turned very aggressive and said that their behavior along with being inflexible is not acceptable that I want SOMETHING done! I asked to please lower the service to the lowest possible and they said the best they could do was $25 without tax a month. I said fine and let them go because I was so drained at that point. I had been transferred to and talked to so many people and each time had to explain the whole situation over again. Very tiring. After I figured out the cost to continue the term of the contract it came to $275 which cost more than the $200 to cancel. They really tried to get one over on me and I don’t appreciate that. I called back and explained what happened and at this point even more upset I demanded to just be let off of the contract. Even with all that happened they wouldn’t allow it. I then asked for a copy of the contract that I signed six years ago and they said that they don’t have that as they only have actual contracts on file for 3 years. That I’d have to read the terms and conditions online. The terms and conditions online are not the same as the terms and conditions from 6 years ago as I’m certain that things have changed over the years. I said that if they couldn’t provide me a copy of the terms and conditions that I signed six years ago that the contract cannot be considered legally binding. They agreed but still would not let me out of the contract. I then was beyond upset. How can this be fair? They STILL didn’t budge. After they tried to get one over on me and then not able to provide a contract I said fine. I’m going to file a complaint with the BBB and to please put the services back to what they were. They confirmed that they would.
On 9/21 my niece went to use her internet, etc. And the services were disconnected. After all I had been through yesterday they did not restore the original services that I had requested.
I called again yesterday morning (9/23) to advise them of this and explained my frustration once again. Finally got to a manager that I thought was compassionate, FINALLY. This person offered a refurbished upgrade to my niece without having to extend the warranty and that he would even include shipping free of charge. He gave me a few phones to choose from and to take my time and not rush into it. I told him that I’m grateful and that I’d like to take a moment to research the phones and I’ll call back. He mentioned that I could even go to a store and test the phones out. I asked him if everything was noted in there system because when I call back I really hope to not have to explain myself over again. He said that everything was noted and that anyone I spoke to when I called back would be able to assist me. Well, guess what? After doing the research which took me less than an hour and calling back within less than an hour the representative that I spoke with on the phone told me a totally different story. Said that what I was offered is not something T-Mobile can do and the only way she can get a refurbished phone (not even a new one) was to renew the contract. I explained to him that I was offered something totally different to please refer to his notes. He kept saying over and over I’m sorry but this is what we CAN do for you. Nothing offered by the person I spoke with earlier. I asked him to please transfer me to the other person that I spoke with that offered the original offer and he said he couldn’t do that but he could offer me a phone at this price, etc. I said can you at least tell me the name of the person that I spoke with and he did. I then asked again to please transfer me to this gentleman so we can move forward with what I was promised. He said that wasn’t doable and AGAIN offered me another phone at a new price. I kept telling him of the situation. That I was offered a refurbished phone that would be free after mail in rebate and that shipping would be free of charge and no renewal in contract necessary. He again said that’s not possible. I asked since he could not switch me to the person I spoke with and things weren’t noted in the system as they were promised that I would take any manager at that point. He proceeded to tell me that he couldn’t do that. I told him again, this if fine. Once again restore services back to what I asked for last week and I will be filing a complaint with the better business bureau.
So here I am. An emotionally drained customer of having to explain myself numerous times to people, to finally getting someone who was willing to budge a little to this. It has been a nightmare to say the least. I really at this point, due to the horrible customer service and issues I’ve had is to just be let out of my contract without paying the penalty. Or offered a free NEW phone without having to renew our contract with shipping included. Not a refurbished phone. It’s the LEAST that T-Mobile can do to try and keep a customer. If not, I’d like out of the contract. I’ve read online numerous horror stories about T-Mobile and with the experience that I’ve had lately, I have to agree. It’s the worst I’ve seen. I want what I’ve asked for or I want out of the contract.
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