T-Mobile USA
reviews and complaints

Fax: [protected]
Date: July 17th, 2008
Attention: Robert Dotson, President and Chief Executive Officer
RE: XXX-XXX-XXXX

Mr. Dotson,
I am a customer of T-Mobile and have been since 2001. I have previously brought to your attention some unfortunate issues I had experienced with the Customer Service Department back on February 2008. Your follow up to the issues brought forth to you in that letter was the “impressive” factor about T-Mobile. Although not resolved at the time, the Simple, quick and fast reply from your HQ office, as stated earlier, is the impressive part from the Executive Management Level.
As you know, client satisfaction is very important in our current retail & wholesale industries. In these past couple years, I have had to purchase several cell phones because for one reason or another, T-Mobile has either not been able to resolve the problems or did not have enough knowledge to fix the problem or just simply suggested as a resolution - for me to purchase a new cell phone to resolve the problems.
Listed below is the history (as far as T-Mobile’s records are kept) of all the cell phones I have had to purchase because of previous issues incurred:
Date Purchased Cell Phone Type Amount Paid
May-07 T-Mobile Dash $299.99
May-06 Samsung $149.99
Jan-05 Nokia 3660 $269.99
Dec-04 Nokia 3660 $249.04
Total $969.01

As you may observe, the listed above is quite an expense history just to be able to obtain fluidity of communications and functionality.

This unfortunately, is not what I had envisioned in my signing up with T-Mobile. I signed up for the promise of: quality service, quality of product, easy access to “compatibilities with office networks”, guarantee on products, loyal customers to have a priority in satisfaction of needs, pricing on new phones, offers of new competitive deals (when available) and the fabulous program of 5000 minutes for a monthly charge of $99.

These last couple of months, my experiences has become a nightmare with the problems I have had with either the T-Mobile Dash or the level of knowledge on the product or just simply Customer Service. Listed below are the summary versions of the problems encountered these last couple of months. I am also mentioning the occurrences where positive outcomes have been achieved because I do feel when good work is performed, the individuals should be recognized the time spent by us, clients to file “complaints”; we should recognize and “compliment” good service as well.

Summary of incidents:
Positive: June 18th, 2008: I called T-Mobile because my Dash was having synchronization issues. I initially talked to Loru (ID#7058472) and after attempts at trying to fix it and could not understand how to handle the problem, transferred me to Mike (ID#341622), in Level III IT. He worked on my T-Mobile Dash from 5:38pm through 9:10 pm and in conclusion – fixed the synchronization problem I had at the time. Although, I spent a long time with the tech, I perceived him as to really care and want
June 23rd, 2008. I called T-Mobile [protected] because I was having weird messages popping on my Dash screen – it was unable to synch and was advising me “attention required”. I spoke initially with a Jonathan who in turn, up hearing the issue –explained he would not be able to assist me since he is unfamiliar with that type of error message. He transferred me to Aaron (ID#381389) from Level II Dept. I explained to Aaron my problem and he then proceeded to read verbatim what was on the website as the possible solutions. Why do I know? He told me! I advised him this was a new issue related to my cell and to please read the notes in my file, his response was that it was a hardware problem. It was not an issue T-Mobile would get involved in and I was to contact HTC directly. He also stated the USB cable could not be attached all the time to the laptop and causing frequent synchs with the cell because it would “wear out” the mechanics of the cell. I advised him, I needed to do this because I worked from home and I did almost all my entries on the laptop. He again responded, this was not a T-Mobile issue. He then proceeded to give me the HTC 800 number [protected]. I was really upset with him, with T-Mobile yet wrote down the phone number. Also repeated this number back to him so I would be insured I was understanding this correctly and not have to call one more time, T-Mobile. He confirmed the numbers I wrote down. He also repeated one more time that T-Mobile did not follow-up with hardware issues and the 2 year contracts did not include this “type of service”. I then asked him what does the 2 year contract cover: he stated telephone call related issues. I then inquired why then get a 2 year contract if after the 1st year, all cell issues were not addressed nor fixed “as he put it”? He could not answer. Just repeated again, hardware issues were not part of the “contract”. I went to the T-Mobile main web page and filed a complaint via the Cust. Serv. Q&As on Aaron ID#381389.

I called the number Aaron had provided to me earlier and upon dialing the number, it notified me the number I was calling belonged to “Demus Customer Service”.

Now, I am fuming. I called T-Mobile again, [protected] and asked to speak to a Level III tech. All the reps once again at the various levels asked my account and password information, the nature of my call and then they transferred the call eventually. I have found Level III Techs to know a LOT more than Level II Techs – HANDS DOWN! The T-Mobile Dash was purchased on May 2007, I would like to bring to your attention another issue which unfortunately brings negative feedback on the product sold and the follow up services displayed at several levels. I purchased a T-Mobile Dash. I have unfortunately, had nothing but synchronization problems, lack of knowledge of the product at Level III IT in the past 3 months.

July 7th, 2008: I called the [protected]. After repetitious confirmations of account numbers, names, and passwords, I was able to reach Level III Techs because the problem could not be resolved. The error messages were:
1. SIM card not valid/functioning
2. The Remote party has ended this connection

Mike, the tech I spoke with and forgot to ask for the ID#, after various “off and on” attempts, we were successful in activating the service back to normal. He suggested we try to replace the SIM card on the phone at the next convenient moment for me. He stated he would add a note within my file so any T-Mobile Retail store would see the SIM replacement card is free. He also looked up the closest location of a store nearest to my home and found the Mil Creek office address. I thanked him and hung up. I immediately went to the store and replaced the SIM card.

July 15th, 20008: I called the [protected]. After repetitious entries, was advised my account had been suspended. I hung up and called again since I was cut off by the automated service dialing system. The second time around, I was able to get through to Cust. Serv. Rep., James. James verified my account number, my name, and password, listened to what my problem was: I had now 2 Dash Partnerships. I knew I could only have one, yet was hesitant on WHICH ONE to delete. I needed advice on this question. James explained he was not capable of responding to this question and transferred me to Level III Department with Mike ID#1226. Mike & I reviewed all of the information and determined which partnership “device” needed to be deleted from the Window Mobile Center. We synchronized again to ensure everything was working properly. I then had an additional question about my “history of cell purchases”, so he transferred me back to Cust. Serv. Dept. After confirming my entire name, cell phone, password, summary of my request, Walt, provided me with the information I asked for: my “cell phone purchase history” (listed at the beginning). I hung up the telephone call satisfied I had been taken care of and my issues resolved.

Positive outcome: July 8th 2008: I was having problems again with the T-Mobile Dash. It would not connect and I was not able to dial out from the cell. I called T-Mobile [protected] and after verification of my name, cell phone number and password, I spoke with AJ from the Level II, PDA&Tech Support. AJ stated since the warranty had expired on May 26th, 2008, there was nothing they, T-Mobile, could do since the phone if it was defective and for me to contact HTC directly. I advised him this was unacceptable and I wanted to speak to a Supervisor. The Supervisor, Derek (ID#3733050), at the PDA Support Department. He listed to what I said and also pointed out the same thing: warranty was expired and there was nothing which could be done. I explained again, I had purchased the cell for $300 at least and I was not satisfied with his answer, ESPECIALLY since I had been addressing problems with this for the last couple months AND Techs, had been working on this and had yet to resolve ANY of the issues. The suggestion to buy a new phone really made me lose my cool! No curse words yet I would not accept the fact that I could not get some type of resolution – another phone. A lot of back and forth went on and then he felt sorry for me I guess and also appreciated the fact that after all of these problems, I was still with T-Mobile. He showed exemplary customer service skills and resolved my issue by issuing a small extension to my warranty and replaced my phone with a new T-Mobile Dash. He also recommended I look at a Blackberry for the future and then proceeded to suggest a couple models.

On July 15th, after receiving a replacement T-Mobile Dash – I noticed the battery was running low too quickly. Talked to a T-Mobile Cust. Serv. Rep. and was advised it was the battery and to simply walk into any T-Mobile store and pick one up. I physically drove to your T-Mobile store located in Bothell, WA (MillCreek (Store #[protected] Bothell Everett HWY, Bothell, WA 98021).
I was attended by a very nice gentleman, receding hair line, blond, around 32 yrs. Old – (unfortunately I did not catch the name). Upon my requesting a replacement battery for my T-Mobile Dash, the gentleman looked at the cell and then looked online. He informed me that T-Mobile no longer carries them in the stores and they no longer sell them online. His suggestion was for me to contact H.T.C. com and order one directly from them. Mr. Dotson, as you may visualize, I was a little upset, yet did not create a scene and walked out quite discontent with T-Mobile. Upon arriving home, I logged onto my account with T-Mobile, and low and behold, the battery was being sold and I ordered one directly from T-Mobile online!

This print screen (listed below) has been taken directly from the T-Mobile (general access) website.

July 16th, 7: 15 am. I called T-Mobile for some issues related to my Dash. I initially spoke with Trisha, whom confirmed my cell number account and my password. I explained the problems I was encountering and she said she would have to transfer me to another department. I agreed with her. She transferred me to Level II. I spoke to a Brian at the Level II Department. He asked me for my cell number and then proceeded to ask me for my password. I advised him the password I was using. He then proceeded to tell me the password was incorrect. He could not assist me because stated my password: “XXX” was incorrect. I then stated this was impossible since I had just been transferred from a Trisha in Cust. Service who had confirmed and verified all of the information I was providing was correct! He again insisted my account password is incorrect and could not look in the notes for this account nor provide any service related to this account since that was T-Mobile policy.

I hit the roof! I hung up and called again the [protected]. The computerized system which starts the entire process for delegation of calls according to what we, clients, have entered at the beginning, once more advised me my account had been suspended so could not help me. This now has happened twice – yesterday as well. My account is set up for automatic billing on my Master Card.

Now, it is 7:30 am! I hung up again and called the [protected] again. This time, after my entering of my cell number and getting the same message of “account suspended”, I pressed the 0 button continuously until I get a Cust. Serv. Rep. In speaking to Brittany (in Cust. Serv. Dept.). She confirms my account was not suspended and my password was correct. I summarize this to her what my problem was and requested she transfer me directly to a Level III Department. I asked her not to take offense in this yet I knew and needed these problems to be addressed and resolved by a Level III Department. She proceeds to transfer me to a Level II Department.

Level II Tech, Bruce, ID#[protected] after confirming my account, name and password and the nature of the call. Was unfamiliar with the error messages listed below. He states he has not encountered these and wants to write them down in the notes in the file. I repeat them again so he can write them up within the notes of my file.

Problems with new T-Mobile Dash phone after 2 days of usage:
Error messages are:
1. Automatic response from: “The SIM cards missing or is not valid you can still make emergency calls if your service provider supports it. SIM failure.” SIM was changed earlier last week.
2. “The following errors occurred while sending and receiving messages: Cannot connect. Be certain that your connection settings are correct then try again.” T-Mobile Dash phone (physically) replaced just 2 days ago.

He could not figure out either. However, suggested we do a Master Reset. This would clear all information in my cell currently and back up information from the laptop to the cell. So we cleared & reset the Dash. Upon my asking if all of my email accounts would transfer over to my Dash, he replied, “of course! They are all backed up on the Mobile Center and would download upon our synchronization set up.” I had stressed this since I had spent 1 hour setting the emails up and had to work with MSFT, GMAIL, and windows mobile for the other 3 accounts.

Upon clearing and resetting, the information from the “laptop” was downloaded into the cell. Unfortunately, none of the emails passed on to the cell. They needed to be “re entered” into the cell.
Now, I asked him if he knew what he was talking about and he then proceeded to give me instructions on “going to Tools, and then looking….” I stopped him right there. I advised him that I had only Window Mobile Device Center as an option on my screen. He insisted for me to look for a “Tools” field button. After my getting frustrated and repeating several times this was not an option on the Windows Mobile Device Center – he then admitted he had no idea about Mobile Center nor had any idea on how to resolve problems with Vista and the Dash!

I thanked him for his honesty but pointed out this should have been his 1st answer, 1 hour ago vs. messing with my cell and erasing, etc. I requested for him to transfer me to Level III.

Positive part: I was transferred to a Level III tech, James ID#341643. Who confirmed my account verification and cell number to be correct? We summarized all of the problems and he advised me the errors I had received earlier in the day are not normal. We synched again and received 2 emails onto Outlook and not the rest. He confirmed that I would have to create another email with my main carrier Verizon to get the other emails. He waited while I created the Verizon email “partnership” and I received all emails on the cell. We also synchronized again putting a “dummy entry” just to make sure everything was okay. Fortunately, it was.

He also assured me that he had placed within the notes for all reps to see, a special note to transfer me directly with a Level III Department Tech, when I was addressing problems with my T-Mobile Dash. He sympathized with my frustrations and stated this note should alleviate some of my headaches on being bounced from different levels to ultimately always end up in the Level III Department. Level III techs are trained and know Vista and are very familiar with T-Mobile Dash.

It is now 10:30 am of the same day and I am creating my partnerships emails all over again. Some work and others do not. I will have to work with the entities to get the correct set up.

REMAINING PROBLEM:
An existing problem which is pending and has Level III Techs, stumped on how to resolve.
• On 2 occasions, Level III Techs, have created a “backup.pst files” and another ““̃̃backup.file”. Theses have both been created as to back up my existing “outlook data” before attempting to erase and reboot the cell phone or erase the existing data contained in the Windows Mobile Center.
• Should any of these 2 be deleted, it disables the functionality of synchronization from my Laptop with the T-Mobile Dash via USB Cables.
• Should an attempt be made to “rename” any one of these 2 files, the action may not be performed because “access” is denied.
• SIM card error”The SIM cars is missing or is not valid you can still make emergency calls if your service provider supports it. SIM Failure.”. WHAT I DO NOW, dismantle the phone: take out SIM CARD, BATTERY, reassemble and restart the cell phone. Yesterday afternoon it happened, today, July 17th, 2008, at 7:30am during one of my calls, it happened….

As you may well be aware, just the hassle of T-Mobile verifications of name, account number, password, summary of problem and transfers from 2 to 3 departments with the same questions are asked, IS enough to drive anyone nuts!

The majority of the techs at the Level III, or any other departments, cannot figure out or come to a resolution to fix this problem the “backup.pst files”. After spending so much time with T-Mobile, you may imagine my hesitancy on deleting or adding any further files to my laptop.

Mr. Dotson, all of these problems are not “encounters” which customers should encounter. What would you really do if you were in my shoes? I really am trying to maintain my account with T-Mobile yet unfortunately, after continuous phone calls, hours spent with techs on issues related to service or telephone, endless transfers from Department to Departments, lengthy conversations with different techs, suggestions to replacements of phones, purchases of new phones due to resolution not found, …..it is now very, very hard to believe in delivery of resolutions.

In short, once again, I am seeking your advice and suggestions on what our next step should be. I am really, really trying to still remain loyal with T-Mobile yet the process I have had to endure, to put it frankly, “is a nightmare!

Sincerely,

Lourdes Tsukada
CC:
Cole Brodman (Chief Technology and Innovation Officer); Brian Kirkpatrick(Executive Vice President and Chief Financial Officer); Dave Miller (Senior Vice President and General Counsel); Susan Nokes (Chief Customer and Operations Officer); Neville Ray (Senior Vice President, Engineering Operations); Manuel Sousa (Senior Vice President and Chief People Officer); Rob Strickland (Senior Vice President and Chief Information Officer)

LETTER SENT TO T-MOBILE July 9, 2008

To Whom It May Concern:

I need to speak with a Manager at T-Mobile regarding the customer service I have received since joining T-Mobile in September 2007. I have had major problems with my service at T-Mobile.

The first issue I had at T-Mobile started almost immediately after I began my service. I became a T-Mobile customer solely because I wanted the Sidekick 3. I purchased a Sidekick 3 directly from the T-mobile Sales Department in September 2007. I immediately had problems with the service. I called T-Mobile customer service department regarding the problems I was receiving. I was told that there was a “known” problem with the Sidekick service in New York. This should have been explained to me when I purchased the Sidekick so I could have made an informed decision as to whether I wanted to continue to purchase the Sidekick. The customer service rep told me to please bare with them because T-Mobile was working to resolve the issue. I continued to have dropped calls, little or no service, and calls where other individuals interrupted the line. I continued to call into the Sidekick department to notify them of the issues I had with my phone. I went through the process time and time again to try to identify the issue with my Sidekick to no avail. Although I had problems with my phone and phone service I faithfully paid my bill every month. I grew very weary of constantly complaining about my Sidekick problem. So, I started to only voice my complaints when I called into the customer service department to pay my bill. Once, again I continued to pay my bill although I was received mediocre cell phone service. After months of complaints I finally convinced a Sidekick customer service rep to send me a new Sidekick. I was happy to see that this resolved majority of my issues with the Sidekick. I also was disappointed because I had to suffer through months of terrible service when a simple solution was available.

Unfortunately for me this leads to yet another problem. The first replacement Sidekick that was sent to me was stolen. I diligently reported this telephone stolen the next day and another telephone was sent to me. Approximately, one month later I was billed for the stolen telephone. Apparently, the Sidekick customer service rep noted the account that the phone was stolen but regular customer service rep could not see Sidekick department account notes. After several telephone calls, the issue was resolved. I foolishly thought that my troubles with T-Mobile were done. At this time, all I wanted to do was wait out my contract and transfer to another cell phone carrier when my contract was up.

I had a vacation planned for May 22, 2008 – May 29, 2008 to the Barbados. So, in April 2008 I called T-Mobile customer service to inquire about the international rates and possibly temporarily add this service to my plan. I was verbally told that the international rate to Barbados was either .25 a minute or .50 a minute. Based on this information I told the customer service rep to add international capabilities to my plan. On July 7, 2008 I wanted to pay my bill so I sent a text message to find out my account balance. I was shocked to see that my balance was $399.00. I promptly call the customer service department to inquiry how my bill could be so much. I was then informed that the international rate is $1.49 a minute. I spoke to a customer service supervisor regarding this issue. I informed the customer service supervisor that I want the telephone conversation pulled because that was not the price that was quoted to me. (After researching the rates on the internet I also see that there is a charge for text messages). I also was not informed of any international text message charges. The customer service supervisor stated to me that the rep that added international capabilities put in the notes that he informed me that the international rate is $1.49 a minute. Had I been quoted the $1.49 a minute rate and told that there is a text message charge I would not have used my phone. You will note that all international calls were made May 22 – May 29 (with the exception of two test calls made to the hotel in April).

I am writing today to resolve this issue and to insure that the telephone conversation in fact is pulled. Throughout the terrible service I have had with T-Mobile I have always paid my bill. This is not an issue of me not wanting to pay my bill. However, I will only pay the rate that was quoted to me. I am so tired of the horrendous customer service I have received that I no longer want to be a T-Mobile customer.

I purchased a T-mobile plan in my name for my daughter, who at the time was under age and unable to enter into a legal contract.

Since my daughter was underage, of course, she would have no credit. But the sales person ASSURRED me OVER AND OVER that when she is 18 the account can be transferred into her name. No problem, we do it all the time he says.

Well, it isn't that way. After being passed along through customer service ***, I get an apology for the situation and the information that my daughter can open a new account and prepay for one month, like a deposit, and be on a monthly billing cycle, but I would still have the existing account open.

So they would rather have two accounts outstanding that could default rather that switch the existing account into her name. I even offered to pay the one month "deposit" cost so she could have the account that is already existing.

Well, it was a no-go, like talking sense into a brick wall. My only option was to pay a cancellation fee to close the account and have my daughter open another account. What a crock!

When this contract is up - there will NEVER be another with T-mobile. (Although I was impressed in the beginning and even thought of starting a new plan with them when Verizon plan ended.)

NO T-mobile for this family - EVER! I will continue to tell my story on every forum and to every one possible. I will bad mouth this company until I can no longer communicate.

The LIES and crappy service and twisted business practices can be blown up someone else’s skirt.

About 2 uears ago right before christmas I canceled my cell phone account. I only owed them $100. Someone at their company took the liberty and went into my checking account and took out $1.350. I still don't know who, how or why they did this. It caused me to have $180 in insufficient funds. My bank manager called them and told them to put the monies back into my account. They did, but it took about 3 weeks. I was going through a divorce and was struggling financially already. I had to give up my apartment. Ir was a downward spiral as you can imagine. they never had authorization to remove any money from acc. Beware all!

I am writing to file a complaint about T-mobile selling phones at the malls to young adults (19), that do not have a job to pay for it. They do not do a background check to see if they are employed and can be responsible for there phone. As a parent we were outraged with them. In the end we had to pay off the contract (300). So he didn't have bad credit at such a young age. I think it is just a way the company is making money off teens!

T-Mobile has billed me extra $61.06 for Usage Charges (International Calls). I informed them that I had used my calling card for making those international calls. I had used proper access number and pin number provided by Calling Card Company. I gave them the details of my calling card. They have refused to waive off the charges claiming that the charges are valid. They have agreed that I had used proper access number and pin number provided by Calling Card Company. It seems their system is defective and they refuse to recognize it or correct it.

My wfe and I have been t-mobile customers for about 5 years. On 5/17/2008, my cellphone was stolen. On 5/18/2008, I called a tmobile representative to cancel service on my line. The rep cancel my line and ordered a new phone a nokia 6133 but had to sign toa 2-year contract. The phone arrived on 5/21/2008. I was told to call tmobile give them my new sim card and my service would be activated. I did all these things and my phone could not be activated. I called all of 5/21, 5/22, 5/23, 5/24, e-mailed tmobile on 5/25, they were closed on 5/26, called 5/27, 5/28, talked to various reps. They claimed there was a system glitich and take 3-5 days to restore. As of today 5/30/2008, the service to my phone has not been restored and is still been given the runaround about my service. I am a over the road driver I need my service to keep in touch with my company, my family and in case I breakdown to call help when I needed. I have been generally been pleases with t-mobile until now looks no end is sight. My wife and I are very unhappy the way tmobile has treated us.

I was using my fiancée’s SIM and phone while I was in US, I cam back to India and had not used my SIM / phone for 3 months. In this time I lost my SIM card and someone in Bangalore stole it and made lot of local calls which I realized only after a month when I saw the bill of 1600$! Now I have deactivated that SIM, however I brought a new SIM with same number as before from a local store, because I dint want to lose the contacts and could not afford another connection.

I have a list of all the phone numbers to which calls were made at that time when it got stolen. The SIM card was from T-mobile, and the customer care refused to help. I had even requested for a sim suspension before my travel, but they refused that I had ever made such a request. And I have no records of the request made now as i did not receive any request number.

Do you think it is possible to track the person who stole it and is there a way I can get him to pay my money back? If you cannot help, let me know if you know of any agency or department where I can report this and get help.

I appreciate any help you could offer!

T-mobile is claiming my sidekick_id has water damage to avoid replacing it - especially now that they no longer sell it or have the model available, unless a useless one has been returned.
My issue is that ALL the white circles and markings inside the phone and on the back of the battery are snow white PLUS upon checking the charging port, I find NO CORROSION, NO RUST, NO 'GREENING' whatsoever, none at all.

Tmobile is a total rip off and i along with others are filing complaints with the bbb and ftc and you should too! Terrible customer service, they talk to you as if you're not the one putting out the money! Poor reception and coverage! multiple defective phones! And each rep you speak with explains something differently! Tmobile has got to be stopped! I am writing about the ongoing lack of support from tmobile. I recently purchased a phone within less than a 6 month period from tmobile (tmobile shadow) which was having ongoing defective issues. Tmobile did very little to resolve the issues and all they would do is send out another phone. overall i received what they would call a "multiple exchanges" and so a rep i spoke with suggested that I TRY the RIM blackberry pearl device. When I received the blackberry it too had a lot of issues, more dropped calls, terrible volume, poor features, less features, lines n the screen, the back light barely said on, tiny font although it has been adjusted, poor response, and it keeps erasing data saved by itself. I then called tmobile back only a dozen times to still be told different things. One RUDE rep noted my account that I would have to deal with the phone I DID NOT ORIGINALLY PURCHASE because TMOBILE HAS A DEAL WITH THE RESTOCKING COMPANY. but i DIDN'T MAKE A DID WITH THEM! NOR WAS I INFORMED THAT THE EXCHANGE WOULD BE MADE PERMANENT! Some reps at TMOBILE would not help me because i DIDN'T have the account holder's password at hand but gave my stalker ex boyfriend the name on my account along with other information! He couldn't even verify the account! Now tmobile is trying to charge me a restocking fee of 298 for the already purchased shadow because i returned the RIM blackberry instead! How is it that I am not only paying for tmobile's negligence but still have to stick with the rim's eye squinting features?!

Every time I have a problem with a phone from T-Mobile they want me to sign a 2 year contract extension for them to fix their problem. I bought a Motorola phone and software, but the phone is defective and the software does not interface with the phone as advertised. These people are interested in company service and they have left customer out of the mix. When I am told they stand behind their products and services, it is a lie. Anyone seeing this 'be aware' of this trickery and bold face lies. They promise coverage, there is very little, they wish to upgrade my phone, when the one they sold me won't work. Anyone see a problem with this? When I call support they want to transfer me to someone who couldn't find a pin in a sewing shop.

I have had T Mobile for 2 months now. On my first bill there was 21 outgoing text messages I was charged for. I have never sent a text message. I have talked to customer service pretty much on a daily basis since. I have changed my number, got a new phone and a new SIM card. The messages keep showing up. I figured out last night that they are charging me for an outgoing text message every time I turn my phone on. I am in a roaming area generally, but has anyone ever heard of this? I am so frustrated that they will not help me and am left with my only recourse to pay to break my contract.

I have coverage at my home only. Once I leave my home there is no coverage. I am in Real Estate and need coverage in the City in which I do business, Tyler, Texas Pop. 120K+ I was assured before choosing T Mobile that the coverage in my area was GREAT! It does not work 3 blocks from my house!

They want $200 to release me from my contract. Sorry! No service- still I pay?

I already have another provider, and will use my $35.00 a month minutes with T Mobile on personal long distance calls until the end of my contract.

I will not pay them for NO SERVICE and deceptive trade practices!

Also- I plan to make sure that each day I speak with someone in business - and there are 1300 Agents in my area - that they know all about T-Mobile and there business practices.

in Jan 12 2008 at 4:45am I been robbed, all my stuff had been taken, my cell phone & my car . Also I got some injuries in my body.
Then the police came to the crime location & they called ambulance for my.
I stayed like 7 to 8 hours in the hospital.
The first thing I did after getting out from the hospital was calling T-mobile customer service to suspend the phone service, but wile I was in the hospital the robber made an international calls for more than $500 .
I discover that when I got the first bill after the robbery.
Then I called T-Mobil customer service to solve this problem. But the representative said that I have to get a police report for that crime, so I sent a request for that report & I got it after 3 weeks. I sent it to them but they said it is not enough you have to get the hospital record; I couldn't because I didn't leave my information to the hospital after the accident.
In similar situation I called the credit card company after I losing my card & they cancelled all transaction within 24 hours of my call.
Right now I have two month of service suspension & extra late fees plus the original bill for more than $500

Before moving back home to Louisville I decided to purchase a cell phone service for my boyfriend and I. We went with T-Mobile. At the store we were explained that everything with their plans was legit. We went with the Flex Plan. Originally, I only purchased 700 Whenever minutes which was suficient. With the plan we also received free mobile-to-mobile and nights and weekends.

It wasn't until I was frustrated with running out of minutes and tired of adding money to a Flex Acct. for more talk time that I raised our plan to 1000 Whenever minutes. Not very long after raising our plan we found that T-Mobile has been having technical issues with our area and the timezone issue.

Even if we are out of minutes our phones should still be able to call one another. We can not! We should still have free nights at 9 pm. We do not get that until early hours of the morning. So basically from the beginning we have been billed for minute that we used talking after 9 pm and to one another, which should have been considered free.

They have broken the contract I signed! The plan I wanted to buy I have never received and I cannot cancel until I pay $200 for each line. That is $400 dollars for two phones that have never provided the service they were meant to. Also I am not even allowed to lower my plan back down to 700 minutes which was a lot cheaper. I am stuck and they will not help when they caused all of this. Now they say we are billed correctly but we are not. The only solution they say: Keep a journal of all calls and for how long... I have a daughter, job, and college. I DO NOT have time to keep a live journal of my calls.

WORD TO THE WISE: DO NOT SIGN WITH T-MOBILE!

I am in the Navy and am required to move around a lot. I also do a lot of traveling inside the US visiting family and friends. My T-mobile phone only works in a few spots of the US. I always see others with version and Cingular using the phone, but mine has no antenna. I thought maybe I could get a new phone (with another 1Year contract) and that would fix my problem. I was wrong. I now have a cell phone that works less than 35% of the time while these other folks walk around me using the cell phone all the time. I will make my move to cingular after this contract.

Fax: [protected]
Attention: Robert Dotson, President and Chief Executive Officer
RE: [protected]
Account: Tsukada, Lourdes

Mr. Dotson,
I am a customer of T-Mobile and have been since 2001. I would like to bring to your attention an incident which I experienced and am unfortunately forever affected and devastated with the outcome of an 8.5 hour day ,with several levels of Customer Service Departments, Dash/PDA Departments and IT Departments. The end result for me is: total wipe out of back up materials on my Dell, Inspiron 1501, Laptop on contacts and calendar information. In addition to this, my T-Mobile Dash was affected by total erasing of my calendar (i.e. key business appointments, doctor appointments) and out of a total contact list of 284, 150+ contacts were “wiped out/erased” from my PDA.

I would like to explain how this happened and the experience I went through with the T-Mobile company on February 4th, 2008 from 9 am until 4:13 pm (non stop by the way) with the result of “erased information” mentioned above.
Problem I was trying to resolve: my T-Mobile cell phone had been set up with my work IT Department so the Network/Exchange server would download any entries made from my PDA, exchange Outlook entries, and home Laptop entries on Outlook (upon synchronization – which was automatically occurring throughout the day). The home Laptop synchronization occurred only when I was “connected” with the exchange work server so this was performed manually by me every morning on my laptop.
Another tidbit: the reason for choosing the T-Mobile Dash was the ability of the phone to create the key information and keep it within the phone/computer/laptop. This was highly recommended by my company. I wanted a Blackberry, they recommended the T-Mobile Dash. The unit was purchased with this in mind: all entries would be downloading automatically unto the PDA. This information was confirmed by me back when I talked to Customer Service online and via the telephone at [protected].

Upon our company declaring bankruptcy, lender, our exchange network server was discontinued. 3 days ago, I noticed my emails were not downloading nor were reminders on appointments functioning properly. Consequently, I contacted the Customer Service Department from my land line, home number of [protected], yesterday, the only day I had the morning free.
The telephone calls started at 9 am and ended in total disaster at 4:13pm.
Summary with details:
I started the process with a Customer Service representative by the name of Steven. Steven, transferred me to Jeff in the PDA Department. Jeff noticed I was currently paying $29.99 and advised me of a new plan adjustment which just recently took place and adjusted my new monthly charge down to $19.99. This was very positive monetarily for me so I was happy with this change.
I proceeded to explain the situation to Jeff and we started with the process of “fixing” my problem. I was asked to access my Windows Mobile center. The following instructions were provided and I followed them as instructed:
1. I was asked to go to the menu
2. Delete the partnership (existing on the device and laptop)
3. Asked to connect the cable from Laptop to Dash unit
Result: nothing, it did not work. Jeff then asked me to hold while he connected me to the IT Department. Next, I was disconnected while in the process of deletion of the server exchange….
I once more called your Customer Service line [protected]. This time I spoke with an individual by the name of Isac or Isic (sorry for any misspelling of his name). In order to take down any information or even transfer me or go to the next step, I was asked once more these questions by him and again an offer to see if a resolution could be achieved by him. Here are the questions because I am now training and have been trained on the responses needed for the “ascertain” of the customer’s information:
1. Cell number
2. Last name
3. First name
4. Last 4 digits from SS# and I would correct them all to ask for pin number since this was a process Jeff explained had been put in place now at T-Mobile. I would mention this to the new individual and they would acknowledge this was true
5. Asked what the problem was so they could see if they could help
6. The problem (synopsis) was explained and the entire process
Unfortunately, none of the conversations prior to Isac, had been entered as notes within my account nor mention of prior telephone calls with Steven and Jeff.
Isac, after having me again explain ONE more time the problem, stated he would need to transfer me to the PDA Department. Again, I was placed on hold and once more the disconnecting occurred from the department.
Notation: My home number works fine and the disconnecting was not originating from my land line….since for the rest of the day, I was talking back & forth with various departments.
I once more dialed your Customer Service Department [protected]. This time, I am asking for ID#s so I may track the phone calls, to whom I spoke with and be able to provide facts at a later date with the experience I had succumbed to, by “lack of service or knowledge”.
The individual I now spoke with was Regina ID#[protected]. Again I was asked questions 1-6 (mentioned above) and again, Regina had me go through the entire process from the Mobile Device Center to conclude the same: nothing solved and beyond her knowledge. She then stated it was not a T-Mobile problem, it was the manufacturer’s problem and she could not do anything about this. She then stated she would transfer me to the manufacturer of the PDA. I requested a telephone number so I may contact them directly should the line be disconnected. Regina provided me with the phone number [protected].
Upon connecting to this department and Regina leaving the telephone line, I spoke with a Chris. He was surprised at my being transferred to Blackberry because they were not the manufacturers of the HT unit (T-Mobile Dash). He offered to assist me in locating any information (i.e. telephone number, website, etc.) yet could not find any posted on the internet.
Chris was kind enough to offer to contact T-Mobile himself and explain the problem and how I had been also transferred to the wrong telephone number and company. He obtained a live person by the name of Brittany, who in turn transferred me to a Tiffany ID# 0732319. Questions 1-6 were asked once more. At this point, I was asking everyone for their names and ID#s so once more, I could keep track of all individuals affecting my PDA and laptop.
She after reading the notes on my account and after hearing all of my explanations once more, was not able to assist me and asked for me to hold (once more) to be transferred to someone who could assist me.
I am was now speaking with a Tech by the name of Sophia ID#0955010. Who again asked the questions 1-6. Again, I was asked to go through the Mobile Device Center and the partnership was deleted once more and the rest of the process followed once more. The process was unsuccessful and all kinds of problems are now occurring with the synching process. I was again asked to hold for a transfer to another department and individual with knowledge to review my problem and provide a resolution. Again, I was disconnected.
I again called your Customer Service Department, [protected]. Again asked questions 1-6 which were answered with a disgruntle from me since I was tired of this verification having to take place for the transfer from Customer Service to the PDA Department to take place. Luckily, I got transferred to the department this time without any mishaps.
I now was speaking with Phillip ID#1220211 around 12:30pm now. He walked through the entire process of Mobile Device Center process of “synching” with the PDA and all steps necessary for this to take place. Errors occurred again…..he then asked what version of the PDA system the unit had and upon verifying it was version 5.0, asked me to start all over since 6.0 was the version he was familiar with and would work better with Vista. Again, we started the process from start to finish. This time, the emails downloaded yet we still had problems with my Calendar not updating. Once again we restarted the entire process once more. We uploaded the 6.0 and restarted again. By this time, it is close to 3:00pm or so.
Phillip went into explanation that the exchange server was a requesting for the exchange server password because the exchange server was “inputted” in my Outlook. He proceeded to show me where and instructed me on how and that needed to be done. I deleted the Microsoft exchange server so I would not get asked once more any passwords or any other information necessary so we could move to the level needed for my Dash unit. The synchronization was taking place and was slow in the process so we agreed he would hang up and call me back within 20 to 30 minutes or so.
After we disconnected each other, I entered into my Outlook account so I could review all of my emails and respond to them until our next telephone conversation. This is WHEN I DISCOVERED all of my emails contained with the Microsoft exchange folder, in my inbox, which had been downloaded and existed in my laptop archive, had disappeared and my contacts which had been updated for the last 2 years had disappeared as well. The only existing information was my contacts from several years ago AND the ones existent prior to 3 years ago…NONE of my current entries, appointments, and contacts existed within my database/laptop.

Of course as you may understand, I lost it. I was a basket case since I relied 100% on my PDA and my laptop database as my “MEMORY”. I could not verify any information on the PDA since this was “synching” with my PDA. I was panicking now: what if I lost all of the information and all of the lost information was transferring now to my PDA via the synch and I was losing all of this information as well. I was devastated, panicky, destroyed and totally hysterical at this point. My business relies 100% on appointments recorded as I am a lender AND I have a small business focusing on client relations!
I waited patiently for Phillip’s call and was waiting for the sync to finish. Upon the sync finishing, I double checked my PDA and fortunately for me, ALL the prior information still existed within my PDA yet the information was non-existent on my laptop. Of this I was somewhat relieved since I still had access to “my mini memory” and could keep all of my commitments and had all of my complete contact information and database “SOMEWHERE”.
Phillip called again and I let him know of my problem. He was very apologetic and offered to transfer me to another layer of another Department of IT to solve my problem. I really was not confident at this point yet trusted once more T-Mobile would know what to do.
I was now transferred to Marcel – who stated he was from the 3rd level of IT departments of T-Mobile in Kirkland/Redmond ( I cannot remember which of the two locations). He also stated, upon my requesting this, he did not have an ID# since the 3rd level IT did not have these, yet stated his extension was 14137.
I again replied to questions 1- 6. I must say, Mr. Dotson, I am now questioning any processes anyone employee is asking me to do and this also upset Marcel as well. I explained the danger of this point of ANY ERASING of information because my PDA now was the ONLY source of information for my business and my contacts – the only one who now had remained intact. He reassured me after my cautioning him 6 TIMES and I did not apologize for this, that he better know what he was doing and I was also sorry for questioning him but I had now spent the entire day with various individuals and conclusion: totally messed up laptop, Verizon emails not functioning properly and my PDA the only source of accurate information for this.
I was very ADAMENT in questioning his skill and his assuring me the information from my PDA would not be altered or affected. The PDA was the ONLY source of information which I needed as a Lender and again for my business. He assured me several times, he knew what he was doing. He was a little miffed by my doubting his ability…..
We again hooked up the cables and once again started the process of “synch”. I was now double checking everything and at one point noticed my calendar on the laptop changing. I was alarmed by this and told Marcel. He assured me this was good.
Upon the synchronization, I was asked to look at the PDA for information downloaded for both the Laptop and the PDA.
ALL OF THE CALENDAR INFORMATON HAD BEEN ERASED! I tore off the cable and still was not in time to stop the deletion of 150 new contact entries I had previously entered on my PDA. WHICH HAD BEEN THERE BEFORE! I was now irate and told Marcel that I found it unacceptable and was devastated and had explicitly explained the ramifications of any errors and he had assured me earlier, he knew what he was doing. Now he had the audacity to state it was not his fault!
He wanted to transfer me to another representative and I said I had spent the entire day with T-Mobile reps, lost appointments, lost money today and now had another appointment I was not missing: a date with my husband at 5pm for the Sonics game. He said if I could not stay he could have someone call me. I said I needed someone to call me back tomorrow, February 5th, at 7am. This would be the only time I would be available.
Marcel again stated it was not his fault and we should never have selected to update the contacts…within the Mobile Device Center. He said he was trying to help me but I now was not available for the problem to be fixed. Mr. Dotson, I hit the roof! I demanded for someone who knew what they were doing to please call me back today, at 7am. And hung up after an assurance from Marcel that someone would without fail, call me back tomorrow, at 7am even if another manager on shift.
Mr. Dotson, although the Sonics lost against the Chicago Bulls, this “break” in the 8.5 hours or so with T-Mobile and disastrous outcome was exactly what I needed at the moment. I apologize if I could not stay any longer on the telephone BUT quite frankly I was DEVASTED with the results!
Today, February 5, 2008, no one from that department has called me back and it is 9:40 am. I did place a telephone call again at 7:15am, with Customer Service Department at [protected]. I spoke with a Tisha ID#[protected]. I was asked once more to provide answers to questions 1-6 or else she could not help me. I was upset and demanded to speak to a Manager level. Again, Tisha stated she needed questions 1-6 answered. She only understood 1-5 and corrected me that the pin number was not a choice or question they asked and that the 4 last digits of the SS# were needed. I re-trained her, after providing the 4 digits of my SS# and was finally transferred to the floor Supervisor, Rachel ID#1120204 in Texas Call Center.
Rachel was super sympathetic and promised to provide help via her Floor Manager and she would personally put in my request for a Manager to speak to me and would call me back with a name & ID# of the individual who would call me back and try to assist me in finding, if possible, solutions for the mess T-Mobile Departments had created. She called me 20 minutes later and provided the name of the Floor Manager in Texas Call Center: Silvery – she did not have an ID# because had forgotten to ask. She apologized for this. She was also kind enough to provide a fax and email for the HQ and your name as the “top dog”.
In the meantime, via the internet, I searched for all of the Executive Officers names, so this letter and the experience and devastating results, would be brought to the attention of someone with “power” to fix, apologize, fire, anything which would avoid this type of inefficiency and destruction of other clients’ information from happening again.
The information is lost permanently on my PDA and on my laptop. EVERYTHING has been erased from my PDA and I am hesitant now on doing ANY TYPE OF sync on the PDA or the laptop.
Should you have any solutions, I am more than happy to listen since I have lost everything – there is nothing else to lose.
My clients, my business, my income has been affected in a way which is unforgivable and has had and will affect my salary and client relationship and my being to cal back clients when the contact information has been permanently erased from both databases for the next who knows, months!
I am at a loss for words….outside of this letter. I have been having major problems with T-Mobile these last 2 years but this incident = the worst in my entire business career (20+ years)!

I look forward to a reply from you and your company. I also look forward to any resolutions which may exist……….
Sincerely,

Lourdes Tsukada
CC:
Cole Brodman (Chief Technology and Innovation Officer); Brian Kirkpatrick(Executive Vice President and Chief Financial Officer); Dave Miller (Senior Vice President and General Counsel); Susan Nokes (Chief Customer and Operations Officer); Neville Ray (Senior Vice President, Engineering Operations); Manuel Sousa (Senior Vice President and Chief People Officer); Rob Strickland (Senior Vice President and Chief Information Officer)

I have been a t-mobile customer since 2002. I receive no credit for that at all. you have to purchase their phones. I have received one JUNK PHONE over and over. I have been send back refurbished phones that the key pads do not work. I have had to complete orders for reps and supervisors that do not follow thru. this last phone last a total of 2 months.

I was promised that I would be credited the shipping but that never happened the rep failed to put it in the log. I had to pay full price for the next phone. the rep had the guts to ask me if my phone was dead how was I calling him. I told him that I pulled out one of the garage phones that his company had sent me before and I was using a phone that didn't even have a working screen. OF COURSE, I had to sign another 2 year contract to get the phone at full price. What a RIP-OFF.

T-mobile- JUNK PHONE CITY. PISS POOR CUSTOMER SERVICE. HOW THIS COMPANY GOT THE JD POWER AWARD BLOWS MY MIND. The have to advertise Cheap because you have to do their job for them.