Bellevue, New York
United States - 98006-1350
I have had the most horrible experience with Metro PCS. First of all their website happily claims 24 hour...
I'm having a terrible customer service experience from tmobile so far as it has $75 of my money. I was a happy camper when I was with Cingular except their customer service which I feel is very good compared to what I'm going through with T-Mobile now.
I was told that T-Mobile had the best customer service and some cool plans. I'm a member of the American Airlines AAdvantage Program and T-Mobile has a program promotion through American Airlines offering 8000 Miles for 1 year commitment. That sounded cool and I placed an order by calling [protected] on 12/8/2006 for a Black PEBL phone with 1 Year of service for $50(Eventually will be free after $50 dollars mail in rebate). I also placed an order for a PEBL PACK VPC & CASE for $19.99 along with this order. The order number for reference is 112775xxx(I'm putting x's for security purposes). I got an email order confirmation from T-Mobile and I didn't find any tracking number even after 3 days. So I called the customer service dept again and I was told that due to the glitch in their system, It didn't generate a tracking number and Tmobile rep said that they have to cancel the original order(Order Num 112775xxx) and do a reorder with a free overnight shipping. They finally re-ordered with a new order num 112808xxx. This time I saw a tracking number, but was shocked to see about $317($299+tax) on my credit card online statement, instead of $50 + taxes. So I called TMobile the same evening, and they apologized as usual for the mess up and T-Mobile rep told me that the amount will credited back to my Credit card account in 3 days. 3 days passed by and nothing happened and called again. And after repeated callings( I spoke
with atleast 15 representatives), finally the amount($250 + taxes) got credited back to my account after nearly 2 weeks.
During this period, it hurt me personally and finacially as T-Mobile was holding about $265 of my money . I promised my wife and kids to take them to restaurant and I could not go as my credit card had near maxed out. I have to curtail my grocery expenditure. I looked like a bad father and a bad husband. I lost nearly about 4 to 5 hours of my quality time in total by talking to the Customer Service Reps who took me no where instead of spending time with my wife and kids. I thought everything would be fine from there onwards and tried to put the whole thing behind. But I was wrong. On 1/4/2007, I got a email telling that a new line has been activated to my existing account, which I didn't approve at all. I got a package with a new black pebl phone and my credit card was charged for nearly $75 dollars, without my authorization. I called the tmobile service rep and she told me that there was an error and everything would be taken care of. When I looked at the invoice, it had an order number of 112775xxx(Which is the same order Which Initially I was told will be cancelled) and TMobile ofcourse did not cancel the original order. They messed up again. The customer service rep told me to send the package back using the return form or to return to the nearest t-mobile store. I returned the package to my nearest t-mobile store after driving 25 mins and spending my money on gas all because T-Mobile screwed up. I talked to some one from the administrative office and they told me that they will only credit back the $75 dollars after the receive the package and It would take 10 to 20 business days after they receive package. I cried foul and demanded as It's tmobile's fault that they are responsible for crediting the $75 dollars at once. She finally told me that she will transfer me to her supervisor and after waiting 20 mins, the line got disconnected or may she disconnected. Who Knows!. In a nutshell,TMobile has my $75 dollars again now and I feel betrayed and cheated by T-Mobile. Keeping my fingers crossed when I will get my money back!!
My cell phone was not working correctly and I needed a replacement. Because the phone was broken, I did not want to sign a new contract, just replace the phone. I explained this in detail to the sales person. I spent a lot of time with the rep at the T-Mobile store reviewing the prices and available rebates of the different phones. I chose a phone with a great rebate--$50 instant and $50 mail-in. When I went to pay, the rep then said that no rebates applied at all to my purchase! The phone cost $100.00 more than I was led to believe! I feel I was duped. I am angry and I want the rebate I was originally promised.
What a piece of absolute CRAP this phone is. Shame on me for replacing it twice with more of the same. 3 of...
Copy of Email to T-Mobile:
I recently discovered that I am being charged $39.99/month for two T-mobile accounts, one that I use (username: mrzebhogan) and one that I have not used since Jan 2005 (username: zeb555). The "zeb555" was used for one month, from Dec 2004-Jan 2005.
The “zeb555” account was created at a time when month to month accounts with T-mobile were deactivated after one month of use unless the subscriber paid for another month). When T-mobile changed their policy and began charging subscribers for month to month plans, I signed up for a new account using the username "mrzebhogan", with the understanding that the "zeb555" was deactivated. However, "zeb555" was not deactivated and in fact T-mobile has been charging me $39.99 for that account for the past 19 months, though I have not logged on since Jan 2005 and I am an active user of another account in my name, using the same email address and credit card.
As a result, I have been charged over $700 over the past 2 years for an account that I did not know that I had and that I have not used. In addition, as a loyal T-mobile customer, I have paid T-mobile several hundred additional dollars for an account that I do use (and I do not dispute those charges).
I called T-mobile customer service and they told me that they cannot refund past 60 days. This is ABSOLUTELY UNACCEPTABLE to me (since this would be a refund of $80, while I was charged over $700). As an excuse, T-mobile representative told me that it is my responsibility to monitor my bank account to make sure that I am not being overcharged.
I travel much of the year. While it is possible for me to monitor my bank accounts on occasion, I do not look at them regularly. Moreover, when I did happen to see the two T-mobile charges on my account, they usually came a day apart (on the 23rd and 24th of each month) so when I looked at my account I simply thought that I was being charged for one month on the 23rd and the second month of the 24th. It wasn’t until both charges came on the same day that I realized that something was amiss.
Your policy of blaming customers and systematic overcharging is very poor business practice. After all, I am and continue to be a loyal T-mobile subscriber! I’ve told all my friends about this and they can’t believe it! They’ve all urged me to close my account immediately and file a complaint. Still, simply closing my account is not a satisfactory resolution to this problem – I don’t want to close my account. I would like to remain with T-mobile and I would like a $700 refund.
PO Box 37380
Albuquerque, NM [protected]
It’s rare that I encounter a customer service issue compelling enough to take the time to write a complaint letter, but I feel that last night’s phone contact with a T-Mobile technical service representative warrants it in this case. I purchased a new Motorola RAZR V3 phone and signed up for T-Mobile’s Get More 1500 Minute and 400 text message plan through LetsTalk.com 2/9/06 (order # *****). Prior to that I’ve been a T-Mobile subscriber on different lines since mid-2003.
In the past month my phone started to turn off randomly, usually while in a call. It would behave this way either with the phone flipped open or when closed and on a call on the handsfree earpieces. It exhibited this behavior while out of town in Florida and Texas.
I looked into the problem online and tried suggested fixes such as taking the battery out every once in a while and also, all along, I’ve followed the phone’s instruction manual which advises that owners completely drain the battery periodically before letting the phone completely recharge again. In my online searches I found articles (examples enclosed) about T-Mobile (and Cingular) temporarily pulling RAZR V3s from its stores due to a Motorola-acknowledged defect on some of the phones which caused exactly the problems I’m describing. Interestingly, my phone was purchased in February and the enclosed Computerworld article indicated
T-Mobile began pulling Razr V3 phones from retail outlets on Wednesday, said T-Mobile spokesman Peter Dobrow. "There was a defective component in a limited number of shipments to us from Motorola during the month of February," he said. "Since there's no way to tell at retail which units [were defective], for the best interests of our customers we pulled them from our shelves." (my emphasis).
On the night of Monday, July 10th I was at wit’s end after the phone repeatedly powered down and interrupted several phone calls. With the phone completely still and the earpieces attached I attempted to call T-Mobile at 611. It kept powering down and restarting. I have the internet telephony application Skype on my computer so I called T-Mobile customer care through it. The first representative was very helpful and noted my problem was a technical one and said he’d transfer me to a technical support rep for RAZR V3 phones. I was connected to a woman and our conversation lasted approximately 30 minutes.
While the technical support rep used professional language (such as addressing me as “sir”) and waited to hear what I had to say, her tone all along suggested frustration with me and her suggestions all placed blame not on the phone but on something such as a faulty cell tower in Chicago or even on my perceived care of the phone. The implication seemed to be that I may not have been properly caring for my phone.
I followed her technical advice in taking out and replacing the battery, power cycling the phone, etc. She asked where I was and I said “the Chicago area,” to which she replied that “that’s probably itï¿½we have a cell phone tower in Chicago that’s been down since June 26th and it’s an ongoing issue.” I told her that while it’s understandable a faulty tower may cause dropped calls, how exactly could it cause my phone to power off? I added that I don’t live in Chicago proper, that Chicago’s a big place with many cell phone towers, and that the same problem happened to me while recently out of town in Florida and Texas. I also mentioned the recent T-Mobile/Cingular shelve-pulling recall of RAZR V3s and that the problem that prompted it sounded exactly like my problem. She did not admit any knowledge of a T-Mobile recall or sales halting of RAZRs, which I find hard to believe.
In any case, instead of attempting to fix my problem, her goals seemed to be:
1.) to place blame on external factors (a cell tower, my possible mishandling of the phone, etc.) 2.) to not offer a replacement or concrete help and 3.) to get me off the phone. She even made an outlandish suggestion that I turn off the phone periodically throughout the day. I don’t have a home phone, this is what I use to communicate, and no other phone I’ve owned required that it be turned off a few times a day!
After sparring about the phone problem (her: it’s something else, me: it’s a publicized and acknowledged phone defect) with her for a while she begrudgingly offered me a replacement since, after all, my phone is under warranty. Wow, go figure! I pay $250+ for a phone and less than a year later it’s not functioning as a phone. Of course I want some sort of recourse! In the “replacement phone” script that followed, disclaiming all manner of future events, I found then that I’d have to pay $9.95 for UPS shipping of my new unit. I ship with UPS all the time and, while I understand T-Mobile is attempting to contain its costs, this is definitely exorbitant for shipping of an item that weighs at most two pounds. That and I’ll probably have to pay my own shipping for the unit I’m returning to T-Mobile. I asked her to waive the fee but she didn’t so I reluctantly agreed to all the (confusing and long-winded) terms in her script.
All this was frustrating enough but the worst was yet to come. After everything was done I thanked her and she said a scripted “thank you for choosing T-Mobile” goodbye, but after she thought I was off the line I heard her say in a very rude tone, as if to her nearby coworkers, “ohï¿½.myï¿½.GOD.” I understand the call may have been work for her. But it was work for me. I’m the one trying to fix a broken phone. I’m the one who is expressing to T-Mobile customer care that there’s a problem with my phone only to be replied to with nonsense. I’m the one trying to seek resolution only to be thwarted at every turn.
There are web posts galore that say this or that cell phone company is terrible or has bad customer service. Someone’s got a story about every company. But if you need a cell phone, you have to choose one of the companies. Sadly, after this incident, I’m highly unlikely to choose T-Mobile again after my current contract ends.
I'm a single mother of two teenage daughters who works very hard for my money-70-80 a week to be exact! I have a family plan with t-mobile and I spend 120.00-160.00 a month on mine and my oldest daughter's phones. In late winter of this year we decided that we wanted to "upgrade" to better phones, so we went in to the t-mobile store and picked out two Samsung t-309 phones...then came my own little armpit of H_LL!!! My phone was really jacked up. It got NO reception ANYWHERE, the alarms would go off at completely wrong times, it would light up and blink on and off ALL the time...I mean JUST JACKED UP!!! So I called t-mobile and they sent out another one-cool. I got that one and set it all up and went to charge it on the second night and it would not charge. Luckily I hadn't sent back the first one yet,so I called them again and they sent out another one to replace BOTH of the others. I got the THIRD phone and sent back the second one, since the first one was bad but could at least be used, and that's what they told me to do. When I got the third phone I sent back the first and went on. Well, that phone was even WORSE than the other two, so I found myself on the phone with t-mobile AGAIN, but this time it was worse. By that time, my daughter was having alot more problems with her phone-she very reluctantly admitted that she also needed a new one(you know16 year olds-they'd rather DIE than give up their phone). Only this time when I got t-mobile on the phone, they said that they were having so many of these problems with these Samsung t-309 phones, that they were now replacing all of them with MOTOROLA V-360s-a completely different brand!!! Now that must be bad that they aren't replacing them with other Samsungs! So I had them sent out-just to keep you up to speed, these are phones number FOUR and FIVE! We got our brand new Motorolas in a few days and began to set up MORE new phones(youknow it gets REALLY old doing this time and again). Well, that was last month and everything has been okay.
This is where the story gets REALLY BAD!!! On my bill this month (four months after all of this started with the terrible Samsungs) I had a "restocking charge" for 156.91!!! I called them on September 28th to have this taken off. The girl, Theresa, said that she showed that all of the handsets had been returned and said that she took the charge off. The next day was the day to pay my bill and I did that at 4 in the afternoon. They shut off my service because of this charge! So I called them back and they said that the charge couldn't be taken off because THE VERY FIRST HANDSET WAS MISSING!!! ARE YOU KIDDING ME??? If the FIRST one was still not accounted for, why did they send out FIVE more and then charge me for it FOUR months later. I sent them ALL back, and they still won't turn my service back on. When I call, they don't help me even though I've always paid my bill and they HANG UP ON ME! I only have the cellphones because I can't afford alot. I just want someone to help me. Trust me, nobody else would want to be treated like this and I have NOBODY TO HELP ME!!!!! Toni Taylor, St. Joseph, Missouri 64507-I would give you my phone number, but you couldn't call it anyway.
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