I became a Tmobile customer in 2005. Initially,my experience was good. I had a flip phone that seemed to work okay. In 2007 I upgraded to a blackberry 8900 with a two year agreement. That phone was horrible. It had "error 452" messages, app errors, erased items simultaneously, track ball would get stuck, would stay on a white screen and so on. Each time i had an issue with the phone, i called Tmobile customer care. The phone was replaced three times through the warranty exchange program.
After the one year warranty expired, the third replacement blackberry was having software issues just like the other phones. I called Tmobile and complained about the problems with the phone. The rep told me unfortunately the one year warranty is up. I stated how I no longer wanted replacement phones because each one had an issue. She said my only option was to upgrade to a newer blackberry that would not give me the same issues, plus the trackball was changed on the newer models.
Eventually when I had the extra money late 2009, I ordered the blackberry 9700 with a two year agreement as I was advised to do. For a little whe, the phone seemed to work okay. The track ball was now a track pad and the blackberry 6 software seemed to have a nice interface. Well eventually, the phone started to have error messages and shutoff simultaneously, it even had a white screen while I charged it and never woke me up for work via the alarm clock. I was an hour late for work and of course never got the phone calls from my employer trying to check on me, as it was not like me to just not show up for work.
All because of a white screen. I called Tmobile very upset about the phone, and it was replaced through the warranty exchange program. We all know how that program works, they send the refurbished phone without a battery or back piece claiming its a good phone. After a while, that blackberry began to have the same problems. I called Tmobile again and they replaced that blackberry. At this point, I'm angry, tired, over it, irritated etc.
I called the customer service department several times complaining about the phone not functioning properly. I requested a different phone, other than the blackberry. The rep said she can only replaced a blackberry with a blackberry via the warranty. I told her I don't want the blackberry after all I've been through, to just send me one of the free phones they have advertised on tmobile.com. Of course those are only for new customers. I told them I cannot pay for service with a phone company that won't sell working phones. She told me the only other option is to upgrade.
I told her this is not an upgrade issue, but a software issue for a defective phone. I should not have to spend money and sign on to another two years agreement. As I'm saying this, it clicks to me that this is Tmobile's hustle. They keep telling customers to upgrade when having defective phones, so it locks customers into a two year agreement, because most customers aren't going to or cant afford to pay $600 for a phone to be out of contract. Thus meaning, when they get irritated and want to terminate, they get to bill you for your final month and early termination fee.
They should not be able to get away with this! So to make this long story short, in Janurary 2012, I switched to Verizon and got an iPhone 4S. I've had an iPad for years that has zero issues,so I figured I couldn't go wrong with another apple product. So far no problems. I shouldn't have had to resort to switching to another carrier to have some relief and proper use of a phone. Tmobile should have handled this issue properly. I should not have to pay an early termination fee for a company that forces customers to sign a two year agreement to replace defective phones with other models. Something should be done. I filed a complaint with the FTC, FCC and Consumer Affairs online already. Tmobile does not have a corporate phone number. They just give you an address to write or fax them, but they never get back to you with any type of recourse.