• Report: #830988

Complaint Review: T-mobile

  • Submitted: Mon, January 30, 2012
  • Updated: Wed, April 18, 2012

  • Reported By: Chicosmama315 — Willingboro New Jersey United States of America
T-mobile
PO box 37380 Internet United States of America

T-mobile Defective phones, Offer upgrade for defective phones, ETF, Blackberry Software issues, No recourse Albuquerque, New Mexico

*Author of original report: Final resort was Channel 6 News

*Author of original report: Phone call from T-mobile after FCC Complaint

What's this?
What's this?
What's this?
Is this
Ripoff Report
About you?
Ripoff Report
A business' first
line of defense
on the Internet.
If your business is
willing to make a
commitment to
customer satisfaction
Click here now..

Does your business have a bad reputation?
Fix it the right way.
Corporate Advocacy Program™

SEO Reputation Management at its best!

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.

This report was posted on Ripoff Report on 01/30/2012 03:00 AM and is a permanent record located here: http://www.ripoffreport.com/r/T-mobile/internet/T-mobile-Defective-phones-Offer-upgrade-for-defective-phones-ETF-Blackberry-Software-i-830988. 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.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

Click Here to read other Ripoff Reports on T-mobile

Search for additional reports

If you would like to see more Rip-off Reports on this company/individual, search here:

Search Tips
Report & Rebuttal
Respond to this report!
What's this?
Also a victim?
What's this?
Repair Your Reputation!
What's this?
REBUTTALS & REPLIES:
2Author 0Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Final resort was Channel 6 News

AUTHOR: Chicosmama315 - (United States of America)

Well, my issue was finally resolved! After exhausted efforts contacting the FCC, FTC, Consumer Affairs, New Mexico, and the BBB; I decided to submit a consumer complaint to Channel 6 News. Within a few days Ms.Kellogg from Tmobile Executive Offices called me stating they will now waive the early termination fee and credit my final bill the $200. It was a frustrating long road but I stayed determined. It's difficult but do not give up! Let me experience be the example and encouragement for you!
Respond to this report!
What's this?

#2 Author of original report

Phone call from T-mobile after FCC Complaint

AUTHOR: Chicosmama315 - (United States of America)

Stephanie from T-mobile Corporate Offices called me from 1-877-290-6323 ext. 3418053. She began the conversation with wondering how she can resolve the issue after receiving my FCC complaint. She read some of the complaint I wrote to the FCC and I further stated to her the issues I had during my contract. I told her I was forced to switch to a new carrier because they sent countless replacement handsets that did not work properly. She tried to make excuses saying there was a six month time interval from when replaced one of the phones, which has nothing to do with it. The blackberry 8900 and 9700 were replaced several times because of software issues. I could barely use the data services I paid extra for each month, $35! She said they will not offer any credit towards the termination fee and credit my account for some of my data payments being that the phone didn't work enough for me to use the data plan fully. She further stated she was going to submit a letter to the FCC saying that my issue is resolved/closed in a nasty way.

Before hanging up, I made sure to tell her how rude her customer service was along with other customer service reps. T-mobile didn't help me at all and offer anything for the inconvenience I had to endure. They got my money every month, $100, and that's all that matters to them. They don't care that they have customers that they send defective devices to. They do not care that my money was wasted. They do not care that they got my money while my phone simultaneously shut off, had software reset messages on the screen, automatically deleted information and text messages, shut off while I was driving and using it for directions, and so on. More complaints will follow to: the FTC, Consumer Affairs and the Better Business Bureau. I will not stop until my problem is resolved.
Respond to this report!
What's this?
Report & Rebuttal
Respond to this report!
What's this?
Also a victim?
What's this?
Repair Your Reputation!
What's this?
X