Complain about a product or service

T-Mobile

T-Mobile • Billing disputes • Defective phones • Network problems • Rate disparities --- News • Court Throws Out T-Mobile's Forced Arbitration Clause • California Supreme Court OKs T-Mobile Class Action • T-Mobile Pays $135,000 Fine to NYC • NYC Sues Wireless Phone Companies for Deceptive Advertising • German Parent May Sell T-Mobile • T-Mobile Ranks Highest in Wireless Customer Care Performance

T-Mobile, alias VoiceStream, is one of the big six cell phone players but it may have trouble holding onto that perch unless it finds a way to straighten out the myriad problems its customers encounter, like those below and elsewhere in this section.

Craig of Jupiter, FL (9/1/05):
Want the frustration Alexander Bell and Dr. Watson experienced BEFORE they got the first telephone to work? Get T-Mobile. I've been a customer since Feb '05. I switched from ATT, only because I thought it would be cool to access email via T-zones. Dumb move on my part. Really dumb move.

Their coverage map should carry the footnote, "We really have no idea where we have a signal, so we had an artist make this up. Her favorite color is red, so she used it a lot."

My most common experience is sitting in an airport with no bars while a dozen people around me gab away. Call quality ranges from marginal to lousy. An annoying echo is the most common problem, followed by garbled audio, dropped calls, unintelligible voice mail and what has to be a CSR staff of six.

They have offered bonus minutes at times to assuage my frustration. We've swapped out phones. But, in the end, their network just doesn't seem to be as extensive as the other guys and despite their repeated claim they want to resolve my problem; they can't fix a network that is underbuilt.

Damages: It's going to cost me $200 to get out of their deal, because they can't deliver decent service.

Michele of Atlanta, GA (9/1/05):
I have tried to close this account since May 2005. I have sent three certified letters to T-Mobile President, their Legal Dept. and the Executive Customer Service. I have received no answer to my letters and they will not close the account. Now I have two bills with the same account number.

Damages: Monthly charge of $23.46 for an account with no connection.

J.C. of Allen, TX (8/31/05):
Where do I start about the lack of service I am receiving from T-Mobile? I guess I will start with the phone screen going dead and me calling in for service. Boy was I happy to find out that my warranty on the phone was still in effect, but surprised to find out the warranty was for a mail out only service to replace the phone. I was told I had to call in and wait on one to be shipped that would take SEVEN days.

When I purchased my service and phone I was told if the phone broke I could take it to any T-Mobile dealer and get a replacement that day but obviously that was a lie. I paid $200.00 for the phone and $49.95 a month plus all of the outrageous taxes and insurance charges that come to around $70.00 a month.