• Report: #495195

Complaint Review: T - Mobile

  • Submitted: Tue, September 15, 2009
  • Updated: Tue, September 15, 2009

  • Reported By: Lawrence — Livonia Michigan USA
T - Mobile
12920 Se 38th St Bellevue, Washington United States of America

T - Mobile - Deutsche Telekom T-Mobile GSM UMTS - T-Mobile International AG Customers pay for T-mobile's fraud and incompetence Bellevue, Washington

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This complaint with T-mobile started with an inquiry about how to handle a new phone that died. Instead of T-Mobile replacing it, I was required to send it to a repair center in Georgia. According to UPS tracking data it was received on 8/26 and signed by Patricia Wright.

Subsequent calls to T-Mobile customer support using numbers provided on their website, and also using online chat yielded conflicting stories on the status of this returned phone. Trying to reach people who can provide accurate information is nearly impossible.

One person I reached by phone stated it had been shipped back to me. It wasn't. A week later I called and was told it had never been received at their LaGrange Georgia repair center.

When I tried to provide a tracking number I was disconnected.
I called a minimum of a dozen times I was only able to reach a live person twice one of which was disconnected. Every other time I was disconnected.
Given the number of complaints against T-Mobile on various sites around the web, T-Mobile needs a wake up call on their shoddy customer service described here and on those sites. I have no complaint with the phone service, once I have the phone in hand, but heaven help anyone who gets caught in the vice they create to squeeze money and patience out of customers who are unaware of just how bad the repair/replacement portion of their business can be.

Respect and credibility go right out the window. It may not be fraud by intent but the net effect through incompetence or negligence is the same. Customers are getting robbed through flaws and lapses in T-Mobiles current mode of operation. 
My experience with T-Mobile, demonstrates that even with all the documentation to prove a phone was returned in the required manner, T-Mobile failed to perform simple tasks of documenting a return and shipping out a replacement phone. 
Inquiries about the status were bungled by T-Mobile staff at different times and different places, as conflicting stories were given, and they proved false.
T-Mobile simply is not fulfilling their responsibilities and appears stuck in a culture of failure regarding many, although not all, parts of customer service.

This report was posted on Ripoff Report on 09/15/2009 12:04 PM and is a permanent record located here: http://www.ripoffreport.com/r/T-Mobile/Bellevue-Washington-98006-1350/T-Mobile-Deutsche-Telekom-T-Mobile-GSM-UMTS-T-Mobile-International-AG-Customers-pay-495195. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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