• Report: #209483
Complaint Review:

T-Mobile USA

  • Submitted: Mon, September 04, 2006
  • Updated: Tue, October 03, 2006

  • Reported By:san diego California
T-Mobile USA
Customer Relations, PO Box 37380 Albuquerque, New Mexico U.S.A.

T-Mobile USA ripoff - provides no service and charges termination for non service Albuquerque New Mexico

*Consumer Suggestion: A Few People at T-Mobile You Can Contact

*Consumer Suggestion: File complaint with CA state regulatory agency 800-649--7570

*UPDATE Employee: Consumer Responsibility

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I filed a complaint with the BBB in regards to the poor network coverage of my T-mobile service and some misleading and dishonest practices of t-mobile employees. I wanted it to result with termnation of cellular contract with no penalty.

I was called by someone named Juan from "the office of the President," in regards to my BBB complaint. He was professional and polite but I was not satisfied with his results.

I was so displeased that I cancelled my 4 phone lines. They made me aware that I would be paying early termination fees for those phones, totalling $800, unless I reactive my phones within 90 days.

Their reasoning for me not having service and responsible for early termination fees is legit because T-Mobile's Term of Service state that they cannot guarantee service inside a building due to factors beyond them. He says this can be found in their very fine print of the contract - that parts that no one reads.

Regardless, I believe that though T-mobile cannot guarantee service at all places, at all times, they do have a duty to provide reasonable service to paying customers at least some of the time, especially when I reside in within fully developed area within a major city that is densely populated. There should be no problem getting service at least sometimes.

I did tell him that even outside my home, out on my balcony, I am unable to use my phones. Rarely, I do get to dial a call but the call is dropped within the minute and a network cannot be located. His response was that that they cannot guarantee service, even outside a building.

If I knew that service would be so unreliable, I would not have switched to T-mobile in the first place. Based on their advertisements, they are the best in service and coverage of any other carrier. No where in these advertisements, or through their reps, do they state that coverage is not guaranteed. Consumers are never told otherwise in advertisements. Consumers do not buy cell phones they cannot use but are led to due to these false or misleading advertisements. To experience no service is just plain disappointing.

A few moths ago, two more phone lines were added to this plan (it sounds absurd at first but hear me out) after speaking to a T-mobile representative in-store, in regards to my disappointing coverage. The sales lady said that the phones we already have are older technology and aren't very good in picking up T-mobile service. She then said that we would definitely be able to pick up coverage at home, where we have not been able to do so, with the new Razr phones because Razr phone technology are built in a very different way from our other phones. She was so positive and so sure we would be able to call from our home with new Razr phones!

I just wanted to make calls from home and she said this was the asnwer, so I bit the poison. I just desperately needed to make calls while at home on the cell because we needed to cut costs and cancel our home phone. The cell was to be my primary phone. I am a stay at home-soon to be mom with health complications and a cell phone is a must needed thing. We were desperate to be able to use our cellular service while at home and the solution she provided was misleading.

The rationale: we were already paying $70 plus tax and not able to call from our home. She said she was positive that adding the 2 phones with 2 additional lines at only $9.99 would allow us to make calls and give sense and reason to paying the $70 cellular coverage in the fist place.

We found out later that we were still unable to make calls from home, and now we have 2 additional phone lines for 2 years - not one year like she has stated!

T-mobile states that we use our phones a lot, an average of 1000 minutes. There may have been a month or two within the past year that this has occurred. I don't leave the house much. These 1000 minutes include dropped calls, which happened quite often, as much as 1/3 of the time, regardless which phone was used. Let it be known that successful calls were not made while at home or out on the balcony of our home, evidenced by the cell phone dialing the house number. When using the phones, successful calls coming from home were not on T-mobile's network but ---- network.

I did opt to cancel all 4 lines because I did not want to continue paying for service I was not getting where I needed it most. They have been promising better coverage for almost a year (and paying into T-mobile) and there has yet to be any changes made. Meanwhile, I am only financially contributing to T-mobile while getting more entangled with their deceptive business practices while I receive nothing in return but unnecessary stress and no coverage.

There is no way I would reinstate my contract with them because I already have paid into their lack of service for far too long. If anything, I will fight to remove the charges for early termination brought on by T-mobile's lack of service. I will continue to report this matter to other agencies and bring this matter to eyes of fellow consumers. I am aware of the Buyer Beware ideology but I am also aware that if enough consumers come together, great things can happen.

san diego, California

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This report was posted on Ripoff Report on 09/04/2006 10:12 PM and is a permanent record located here: http://www.ripoffreport.com/reports/t-mobile-usa/albuquerque-new-mexico-87176/t-mobile-usa-ripoff-provides-no-service-and-charges-termination-for-non-service-albuquer-209483. 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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Updates & Rebuttals

#1 Consumer Suggestion

A Few People at T-Mobile You Can Contact

AUTHOR: William - (U.S.A.)

Glenn A. Zaccara
Sr. Manager, External Affairs

Michael Butler
Chief Marketing Officer

Bryan L. Barkoff
T-Mobile Wireless
Regional Retail Manager
Detroit North
Office # 248.465.1756
Fax # 813.353.6711

Kelly Spindle
Executive Customer Relations Coordinator
T-Mobile USA
877-290-6323 Ex. 8082

Avelar, Mercedes

Clelland, John

Carney, John

Otley, Casey

Brodman, Cole

Corporate Responsibility Department

Deutsche Telekom AG (owns T-mobile)
Friedrich-Ebert-Allee 140
53113 Bonn, Germany
Fax: +49-228-181-8872

Investor Relations E-mail: investor.relations@telekom.de; investor.relations@usa.telekom.de

Other e-mails:
'hamid.akhavan@t-mobile.com'; 'michael.guenther@t-mobile.com'; 'rene.obermann@t-mobile.com'; 'robert.dotson@tmobile.com'; 'robert.dotson@t-mobile.com'; 'robert.p.dotson@t-mobile.com'; 'Kai-Uwe.Ricke@telekom.de'

T-Mobile International (T-Mobile's parent company)
Landgrabenweg 151
53227 Bonn, Germany
Fax: +49-228-936-31719

File a complaint against T-Mobile with the Washington State Attorney General's Office

When you file this complaint, use this address for T-Mobile on the form:
T-Mobile USA, Inc.
12920 S.E. 38th St.
Bellevue, WA 98006

File a complaint with the New Mexico Attorney General's office

When you file this complaint, use this address for T-Mobile on the form:
Customer Relations
PO Box 37380
Albuquerque, NM 87176-7380

File a complaint with your own state's Attorney General's office.

File a complaint with the Better Business Bureau

File a complaint with the FCC
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#2 Consumer Suggestion

File complaint with CA state regulatory agency 800-649--7570

AUTHOR: Anonymous - (U.S.A.)

I don't agree with the company's position. Consumers are protected against deceptive business practice under California Public Utilities Commission rules and regulations. You may have a case and get your early termination fees waived; however, you must file a complaint by phone; fax 415-703-1158 or web www.cpuc.ca.gov. You must provide copy of contract, bill copies showing dropped calls, and any information to support your side of the story.
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#3 UPDATE Employee

Consumer Responsibility

AUTHOR: Caitlin - (U.S.A.)

I hear these kind of complaints several times a day. I am not saying that they are unfounded and I am sure that you were having problems. Part of what you are upset about is that our advertisments don't tell you that service is not available in every location and that its in small print on the contract. If you are going to bring that in to the conversation I have to say that it is your responsibility as a consumer to read any legal document that is put before you. When I financed my car I read EVERYTHING on that page and asked when I didn't understand something. It took my 40 minutes to read it but in the end I knew what I was signing up for. I'm sorry that you didn't have service and that you feel that we didn't do anything to help you. I can't say anything about the experience you had with customer care since I probably didn't take your call. However the contract and the ETF's are valid because you signed the paper that says you agreed to the possible issue of not having service in all areas. You also have 14 day to return a phone to the point of purchase if its not working for you. For instance, when you activated the next 2 lines, you can't tell me that you didn't know they were having issues within the initial 14 days. I'm sure that you paid close attention to the service of those phones since you were "guaranteed" by a less than honest sales rep that they would work. I suggest that who ever you go with next that you read the contract word for word, ask questions, and take full advantage of your buyers remorse period.
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