T-Mobile USA review: T-Mobile made me a Verizon customer

On Wednesday, April 15th I broke my T-Mobile iPhone at work. The following day I took the device to the Racine, WI location where the employee there informed me I had to go thru Assurant, a sub contracted insurance company used by T-Mobile. The employee assured me I would only need my name and number to complete the “quick 5 minute process”. I spoke to 4 different customer reps at Assurant all requiring different info and verification methods that either didn’t exist (a profile pin that was never setup when I opened the account and I didn’t know existed) or that I was unable to complete because my phone was not usable (sms verification codes). I returned to the T-Mobile store where I was informed that “Assurant is terrible and we wish we didn’t use them, they should be able to see you don’t have a PIN”. The manager who stated this then set up my account PIN and I was able to complete my insurance claim for a “new” phone for $93.

On Friday, April 17th my refurbished phone arrived but again required verification methods I did not have to upload my old phones contents form the iCloud. I returned to the store where an employee was able to begin the iCloud download. I returned home to allow the download to complete, but when it did the phone went into recovery mode on an endless loop. I took the phone back to the store where 2 employees and the manager informed me that Assurant had sent me a “bad phone with software issues”. They put in a warranty claim and the manager stated she would credit my account $20 for the trouble. All 3 employees stated and/or agreed that my next refurbished phone would arrive the following day, Sunday at the latest.

On Saturday, April 18th I called the store to see if they had an eta on the phone as it was nearing 5pm and the store closed at 7 or 8. The same manager stated that they do not receive phones on the weekends. I reminded her who I was and what was said the night before and she said “well I don’t remember that and I can’t make UPS drop it off faster”. When I asked for her corporate customer service contact info she told me to dial 611 on a phone I didn’t have. I then returned to the store with both broken phones and cancelled my service with T-Mobile. An hour later I had a new phone from Verizon.