The G1 (google phone) from t-mobile has severe problems in getting cellular or data signals and t-mobile refuses to give a refund.
I was anxious to get the new Google phone and only t-mobile offers it so far. I bought it 11/3/2008 and couldn't wait to use it's data service to get on the internet. Well it didn't work most of the time and when it did it was slower than a 1200 baud modem.
After a couple days I called t-mobile customer service and they knew less that I did about the phone. So I got on the site and checked the forums to make sure it was set up correctly and still no luck. I called back later and the CS staff were still clueless. Finally on 11/20 I demanded a supervisor and they opened a service request but would not be able to get back to me for 72 hours.
No one got back to me and I called again on 11/24. I finally got and "advanced technician" and he assured me the problem would get fixed and he would be the last person I needed to talk to. Well, it did not get fixed and I was very annoyed because I was at work and I thought this would be a short call. Wrong, and the steps I went through left me with a brick and he thought I needed a replacement and I should call from home and ask for a replacement. When I got home I was finally able to reboot the G1 and I called t-mobile again but they refused to send a replacement. I talked to a Manager who said she would definitely get my problem resolved.
Wrong again so the next day I went to Costco and they gave me a replacement. The 3G worked a little bit better but would always drop back to Edge and get so slow that the pages would not even load. I left a voice mail for the manager and never got a call back. But I got a call from a local number saying the cells looked ok in my area. I called him on 12/2 and never got a call back either. And when I got to work there was no cell (or data) service at all.
So when I called again on 12/4 I was told by a supervisor this would really be fixed for good this time. She would get all the service requests out right away and they should know something in 72 hours. What is interesting is that I have to repeat the same information on each call. They don't remember my home and work addresses and they don't remember that I get no signal so when they call my cell phone there is no answer. Even though each time I've told them to call my home number.
I got a call back on 12/11 and told them I still did not get a cell signal (no bars) at work and the cell and data reception was intermittent. Well the wrong the tickets were done and new ones had to be done. And, oh by the way, you will have to wait 72 hours again.
This was too much and I asked for a refund but was told I could only get $5 from her and I needed to talk to a supervisor. The supervisor said no to a refund for the last/first month where I've had no consistent service at home and no service at all at work. Or if I wanted she could cancel the service but I would have to pay the termination fee. I asked to speak to a manager and she said NO to that also. The best she could do was give her a message and you guessed it I would have to wait another 72 hours.
Phoenix and Scottsdale are large areas and there is no excuse for not having service in these areas. My prior cell phone company did. Plus, t-mobile's own web site shows the coverage in both my home and work locations to be excellent. I counted on that information to be honest before deciding to change to t-mobile. Now because of their stall tactics I'm locked into a contract. I have yet to contact the FCC to see if what they are doing is legal or not and I still have to talk with Costco to see what options are there.
I hope others learn from my experience and avoid T-Mobile. They cannot provide the cellular service they promise and their Customer Service is the worst of any cell phone company I've experienced or heard about.
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