T-Mobile - Defective Phones

I am having issues with my cell phone and I have made several complaints that the phone that I bought is not working properly. I have finished troubleshooting this with a few people. It works and then I have problems again with my phone. I talked to someone last night. I think that his name was Steve, I am not sure. I have it written down at home. I started to troubleshoot it with him and when I told him that I did troubleshoot this a few times, he said that he was going to send me a new phone. I told him since I am having trouble with the Samsung that I want a different type of phone. He said okay and was going to send me a different phone but suggested that I look at it first in one of the stores. I told him to go ahead and send me one anyway after I asked several questions. He said that if I didn't like the phone that I couldn't send it back. He said look at one first. I told him okay but to note the log. He said that he was doing that.

I went to one of the stores but they told me that I have to do it on the phone. This was on 05/16/2012 between 8:15pm and 8:30 pm. I talked to Page and she was telling me that there would be a $5 charge to send me a new one. I said okay. Then she decides, "Let's troubleshoot it again." I told her I did last night and other nights. I just want a new phone. She said that the person that I spoke to last night didn't write any memos in the computer. I said that, "You were just getting ready to send me a phone, now you are telling me that you aren't." She said that when I troubleshot with someone of the 8th that he claimed that it was fixed. I told her it isn't fixed. I wouldn't be calling if it was fixed. I told her that I would have to break my contract and go somewhere else. She said that she didn't want to lose me as a customer but she wasn't going to send me a new phone. It was past 14 days. I am having trouble with it. I am afraid that they are giving me a runaround so that I time out and can't legally do anything with this. Can you help me? Please send me a copy of this complaint. Thanks.

I purchased my T-Mobile Samsung phone last December, and it does not work at all. I went to a T-Mobile retailer and they told me that a new phone would be shipped overnight to me. That was last Thursday and I still don't have a phone. I am disabled and I can only afford cell phone service. I am paying for service and can't use the phone that I purchased. The T-mobile salesman lied to me, and I need my phone replaced as promised.

I have had a phone for about 14 months and this second one for the last 12 months and neither one of them works correctly. I was sent a new phone when the first one dropped calls and then the second never worked properly and the messaging has never, ever worked properly. I have been to the stores at least 15 times and called at least 30 times and it is never fixed for more than a few days. Now, I am not even getting my messages! I called and demanded a new phone and they said I could get a deal of $137 for another phone purchase, but no new phone as the warranty was out. I told them all the times I had called and the warranty was in place (until this month). They could not fix it and they kept putting me off. There is no recourse for this company. They don't think there is any poor customer service by not providing a phone that works after my numerous attempts and lots of time trying to get it fixed over the last year. So it is now the customer who forks out more money for a new phone. Is this now the new USA?

I have been a T-Mobile customer since 2004 and have had numerous high end smartphones with them. The only one I have ever had an issue with is the LG G2X. I have already had five of these phones and they all freeze and randomly reboot. During the time, the phone is frozen. I do not receive phone calls or any alerts. I purchased this phone when it first came out and was the top of the line phone they offered. Yet now, the only possible replacement they are willing to offer me is a sidekick that has even worse reviews than this phone. Rather than offer me an equitable replacement, they seem to be more concerned with trying to sell me a new phone. That has been their other suggestion as far as a solution to my problem. They can offer me a onetime credit of $100 to use towards the purchase of a new phone.

Since I am still under contract, a new phone of the quality like this one would cost me about $500-600. I told them that I would consider the HTC Sensation an equitable replacement seeing as it is the phone that came out right after this one and is what they were offering to others having the same problems as me back in October. However, I was informed that they no longer carry that phone and therefore they can only offer me lower end phones.

Everyone I have spoken to has been rude and unhelpful and it is impossible to speak to a manager. I was promised a call back from one over four days ago and still have heard nothing. When I called to complain yet again and ask about that call from the manager, I was simply told that it shouldn't take that long to get a call back, but they still would not connect me to one. I am absolutely outraged that I am being forced to honor a contract when they are not being forced to provide me a device that actually allows me to consistently use the service.

This complaint is about T-Mobile cell phone company (Customer service 1(800) 937 8997). I am a current customer with T-Mobile. I own a Samsung Galaxy S. This particular phone has a known software issue where the user is not able to send text messages that are more than 40 characters long. Every single Samsung Galaxy S model has this problem. T-Mobile is well aware of this problem and fully admits to this software issue.

I have spent hour after hour on the phone with T-Mobile consumer service. The only resolution T-Mobile has offered me was to replace my Samsung Galaxy S with the same exact phone with the same exact software failures. I have done this three times. Yes, that's correct. T-Mobile has sent me three broken phones in a row, each with the same software failure. I have asked T-Mobile to either replace my phone with a different model that works. They refused. I asked T-Mobile to upgrade my model and I would pay the difference. They refused that also. I asked T-Mobile to replace my model but with fixed software. They also refused that. The only solution T-Mobile has offered me is to keep sending me the same exact phone with the same exact failed software.

Please help me with this out of control, abusive company. In addition to not replacing my phone with one that works, they won't allow out of my expensive contract without a significant expense. I am a registered nurse. I often use my phone to send critical messages relating to people's health care. Please contact me at **. Once again, thank you for your help in advance.

Okay, I purchased a Sidekick 4G at the beginning of the year. I've always had issues but I could manage, wasn't out of control until late March when my phone wouldn't respond, ending my calls, force closing my messages, my emails, my internet. I would have to take out my battery to make a call. I would take out my battery to respond to an email, to write an email. I would pull my battery to be able to read a message when it came in, I'd pull it out to type a message and I'd have to pull out my battery to access the web. I can't tell you how many times a day I have pulled out my battery, think of yourself, could you imagine the stress and headache of having to do that for every email or call or message or internet?

I pay for those features and I can barely use them. Okay, on the 25th, I ordered another Sidekick 4G, I was under warranty, I received that phone on the 28th, as soon as I put in my SIM and battery, powered it on, the screen stayed black and did nothing but vibrate. I called customer care, we troubleshooted it, had me pull out my SD card and hard reset it. As soon as it loaded, it turned on but I was having the same issues with the new phone as I had with the old phone, but way worse. They sent me a refurbished phone, the original was new, so they sent me someone else's broken Sidekick after their techs thought they fixed it.

Okay, well I went to the store which is located in Steubenville, OH, in Hollywood Plaza and ordered another phone, she gave me my receipt with the address the phone was being sent to and I did a change of address that day. She also backed me up and said she did call customer care but that phone got sent to WV, a completely different state and it was delivered the 30th. I got a notification saying my phone was delivered, well I looked, I didn't receive a package, I call customer care and said someone signed for it and might add that I didn't sign for the phone, 2 days before this phone. So, I think my mom's home and 1 of my brother's kids are all in school, it's around noon so I called them, they said no, they got no package.

I called customer care, they tracked the number and it was sent to WV, my address is in Steubenville, OH, the phone that was shipped before this one went to OH. Okay, well she said she will lock the phone and I asked for her to match up my signature with the one from UPS, she put in my request and still no call from them and whoever signed for it, if anyone really did only signed my last name. I was told but she said, sorry she will send one out and I will receive it on Wednesday. Okay, well Wednesday comes along the 4th of April and I haven't received a notification, a tracking number, nothing. So I called and the lady told me rudely, I'm under investigation, that they won't send me another phone and I was getting charged $300 for the stolen phone, the stolen phone that was sent to a different state then I'm in.

I flipped out it took me 5 1/2 hours from 12 to 5 something to get this resolved and that same day, T-Mobile Corp called me due to my complaint with BBB, he wouldn't answer my questions and he didn't help me with anything, it was 100% worthless but customer care finally gave in and took off the $300 for the stolen phone. No kidding, 5 hours later and ordered me yet another Sidekick 4G, supposed to be delivered on the 8th. As of today, the 6th of April, it's been 12 days I've been without the features I pay for on my phone. This was their argument; I want reimbursed on the time I can't use the services I pay for. For them, it's not a service issue, it's a manufacturing issue and that there was nothing they could do but send me that same phone.

Yes, I paid for this phone through Yenz Samsung, won't help me it's your problem, I bought the phone from you and you get the phone through them. They said, sorry sir, nothing I can do if this phone we're sending doesn't work, you will be eligible for a replacing. I said, okay, what would I get? They said Exhibit 4G, okay, I hung up checked it out and in the reviews. There is yet another guy that got that phone from a Sidekick exchange because his wasn't working okay. Well, he says it had the same problems, blah, blah. Okay, that phone doesn't have any of the features my phone has, the features are why I bought the phone. Well, there was nothing they could do about that the phone is $100 less than the sidekick, so they want to give me a down grade keep my down payment on my Sidekick and the money I put on the Sidekick and make me pay the $275 owed on the Sidekick.

The Lemon Law I read says for everyday I'm without service, I'm entitled up to $25 a day on that line for lack of service or manufacturer issue. If the phone is returned 3 times I'm eligible for an upgrade or I can get out of my contract for free. I want the $25 a day for the 12 days I've had no service due to my phone issue, I want the money I put down on my phone and the money I've been paying on my phone to be credited to my account so I can get a whole other phone, that's $350 for my phone service not working due to the company selling broken phones. The $60 I put down for the phone and I get charged $25 a month on that phone that's $510 total I want credited for.

I've been nothing but polite, I avoided even asking for anything but them to take back the phone I've had nothing but problems with. Take the $300 owed off my account, I shouldn't have to pay for a broken phone because I signed a 2 year contract and I will not settle for a down grade phone. I want the phone offered shouldn't be similar in any way, shape or form. I'm not a fool, this product needs to be pulled off the shelves and the people under warranty should get a complete and a total refund and an upgrade from your company 100% knowing the phones have nothing but problems. I wish this department helps me or I'll keep going higher and higher. I'm very outgoing, you will see if I can't get what I requested, I want the refund on my phone in full and out of this 2 year contract and I promise I will not stop pursuing this issue until it's resolved in full.

We have had 5 phones from T Mobile for around 4 years. The T-Mobile phones (including My Touch and My Touch Slide) had a history of breaking down. 2 phones stopped working within a month. However, my recent experience with T-Mobile necessitates escalation as I have not received any assistance from the North Olmsted Plaza T-Mobile Store or the regional manager. In short, T-Mobile store manager has acted in a very unprofessional manner, has mislead the consumer, has lied to cover up his error, has failed to provide any assistance or a contact for escalation of this issue. Moreover, the regional manager has failed to address a serious customer concern and has neglected her duties. I have included a chronological detail of events leading to this complaint.

August 2011: My 17 year old daughter Nikita ** and I inquired regarding her phone (**, My Touch G) problem as the back light stopped working. She had the exact problem a few months back when she first got the phone. It stopped working within a week and was replaced. Although, we had purchased extended warranty, the T-Mobile staff indicated to us that warranty only covers a one time replacement. He also indicated that our only option was to buy another phone at $400, as the current contract does not end until December 14th, or renew the contract and receive the phone for $200. I indicated that we preferred iPhones and were not planning to renew the contract as T-Mobile did not carry them. My daughter wanted to consider her options and decided to return in a day or so.

August 2011: My daughter Nikita ** returned to the T-Mobile store during the week as we decided to purchase the phone instead of renewing the contract and paid $400 for the new phone per previous discussion.

September 2011: My daughter's second phone's back light stopped working. My wife and Shivani went to the T-Mobile Store in North Olmsted Plaza. Once again, my wife was told that our contract expires in December 2011. However, ** was extended for a period of 2 years a month ago.

September 2011: We discussed the event with Nikita **, who clearly indicated that she was never told that the contract was being extended. Moreover, she was told by the T-Mobile staff that if she needs to extend the contract, she will need the account holder to make any changes.

September 2011: I returned to the T-Mobile store and spoke to the staff who promised to communicate the issue with Matt, the store manager. Over the next 3 weeks, I stopped by the store and called the store multiple times but was unable to contact Matt until sometime in mid October. During our discussion, I informed regarding our preference for iPhone and to check when the contract ends. In addition, he has to review the issue with Nikita and extension of her contract.

Matt looked at the paperwork and agreed that this was an error as Nikita is neither an account holder nor old enough to sign a contract. Matt indicated that he will correct this error. All he will need is a receipt for the $400 paid towards the new phone. He also indicated that the contracts end on December 14th.Granted that Matt could have pulled the receipt from the T-Mobile account, I dug through my statements and returned to the store a week later with receipt.

December 17th: My wife Sandhya **, my daughter Nikita **, and I returned to the North Olmsted Plaza T-Mobile store. They confirmed that we were out of our contract and safe in switching services. Matt validated that our contract was up. We went to the Verizon store afterward and signed up for our phone services.

December last week: We received a bill of $1,350 from T-Mobile for early contract termination among other charges. I returned to the North Olmsted Plaza T-Mobile store and once again explained the entire situation to a completely different store clerk. He took down the information and promised that there is nothing he can do, but Matt will call us back which never happened.

On January 7th, I reached Matt at the store and asked him regarding the bill, issue related to Nikita's contract and why are we receiving an early termination charges after we were told that our contract was up. At this point, Matt denied ever speaking to us and maintained that charges were for early termination. Clearly, Matt is lying, as not only I, but my wife and my daughter were present and discussed the contract end date of December 14th.

Unable to reason with Matt, I asked to speak to his manager. Matt indicated he was the manager. I asked for an escalation contact and Matt refused to provide me with one. Upon further pressure, he indicated that we are told not to provide anyone with regional managers contact information and that she will call us back. I was able to obtain the name of the regional manager as Dana **, but he would not provide me with her office phone or address.

Needless to say, neither Matt nor the regional manager called us back. My wife and I spent over an hour and a half with the T-Mobile customer support trying to obtain contact information for the regional manager but only got transferred from one department to another.

My wife spent another 2 hours on January 8th with T-Mobile customer support and finally got the phone number for Dana **. My wife left several messages at 216-525-6102 for Dana ** over the next several days including on 1/7, 1/8, 1/9, 1/13, 1/16, 1/23 and 1/30 but never received a call back.

On February 1st, we received a notice from the Collection Agency. Our T-Mobile balance was transferred to collections. On February 2nd, my wife Sandhya ** called T-Mobile customer support once again and finally reached someone who was willing to listen and informed Sandhya to send a written complaint to customer relations.

In summary, this complaint is regarding unbelievably unprofessional conduct of a T-Mobile store Manager, complete negligence of a T-Mobile regional manager Dana **, and conduct bordering criminal behavior of T-Mobile staff.

I did an upgrade on my phone account and purchased a new phone. I received a used phone, with no charger and phone was in bad conditions. So called T-Mobile costumer service and let them know that they told me to return the phone back to this address; T-Mobile return center TX, 4500 Cambridge Rd Ste., Forth worth TX. 76155-2234.

I went to UPS and I send the phone, got my tracking number on 2/24/12 and paid $10.38 to send it back. Then, I received a confirmation saying that Dale ** signed and reserved packaged. I called T-Mobile and spoke to Joan on 2/29/12; she said she was going to put for a search on the phone. I waited a week and nothing. Then I called again on 3/6/12 and spoke to Patricia, she told me the phone was not found. I was angry and asked to speak to a manager. She told me there was no manager. I called again on 3/7/12 and spoke to Anna, she told me to wait for 10 days so the phone could be found and inspected and my $94.90 would be returned. Here I am still waiting, it is 3/24/12 and I still haven't gotten my refund. I am tired of getting the run around. I want my money back now!

I am a very unsatisfied customer. I have the Samsung Galaxy S. I have had this phone for less than a year. I have had to send it back for over 7 times. I am having freezing issues, overheating and the phone going totally black. I have had to removed the battery. I lose calls. I have had to send this phone back 5 times for the charger port problems. However, each time I have called, they just send a me another phone. Of course the same one. I am very frustrated with T-Mobile service. I am a valuable and paying customer. I have also purchased other devices from them like the Springboard Tablet, and I have just added a second line for my son.

I feel as though I have been treated unfairly because I have not gotten what I have paid for. I paid $400.00 for this phone and it has not yet served its purpose. The only thing the company has offered me, is exchange for another one or a blackberry phone. However, if a blackberry was what I wanted, that was what I would have purchased. Then, I was asked if I wanted a sidekick - No, I want a Samsung Galaxy phone. Then, I was asked again if I wanted to pay $399.00 up front for a Samsung galaxy 4G and they will give me a 100 dollars rebate - No, I have already paid $400.00 for the Galaxy S and it is not serving its purpose.

I feel that I have been just brushed off with a bunch of crap. They get your money and put you into a 2 Year contract, and don't care if you are happy nor get what you paid for. I feel as though as many returns as I have had on this phone, you would think after the third returned, they would had offered me the next Samsung Galaxy phone 4G at no charge, just for the inconvenience. This is as tacky as it gets. Why should my option be to downgrade my phone.

T-mobile defective phones and bad customer service - I have the Nokia E73 cell. I bought it in May 2011 when I signed a new 2 year contract. Over 2 weeks ago, my cell just stopped working, showing nothing but a white screen. I called their customer service and, as usual, got very bad service and a lot of wasted time on the phone with them.

Finally, they agreed to send a replacement phone. The first rep promised it would be a new phone, since this one is less than a year old. The second rep refused to honor that. Then they were going to charge me extra for having to use the insurance, which I'm paying for, for their defective phone! I argued against that, threatened to file a complaint. They waived it and sent a replacement phone. That phone didn't work either, still nothing but a white screen.

Next, they said they would send a battery. I read the battery number/info to him three times. He put me on hold. When he came back on, he said he ordered a new battery and read me the battery number. It was the wrong battery! This, after I had read the info to him three times! Then, he said I had to send in my defective battery, before they would send me a new one. I said no way. I requested to speak with the guy's supervisor and he refused, and then disconnected me. I called right back. New guy sent me a battery. He was very nice.

I just got it. New battery doesn't work either! Neither piece works, just that white screen showing, even with a hard reset. This has been over two weeks without a phone and I need my phone for work. I have had it with their lousy customer service and terrible phones. Never again will I ever sign any contract with them!

Eight months ago, I left AT&T to sign up with T-Mobile to lower my phone bill. I signed both my dad and I up on a family plan. Since then, I have had my phone replaced 4 times (5 phones in total for me). I've spent numerous hours both in stores and on the phone with customer care and not once has an issue been more than temporarily resolved. Every phone I've had crashes, freezes, turns off and on randomly. I've been late to work due to my phone shutting off in the middle of the night and my alarm never going off. One of the five could not receive calls, and another could not make calls, only receive. My 4G never works properly unless connected to Wi-Fi (when the phone decides that it will actually connect). So what is the point of paying "x" amount for data usage every month when I am unable to use it?

Majority of the eight months I've been under contract I've also received an additional $1.99 charge for data on my dad's phone. One problem, his phone cannot access the internet, I even made sure of it by changing the shortcut of his one soft key (non-smart flip phone) to his photo folder. This way, he could never accidentally touch a key that would make the phone try to connect. I talked to customer care. I was told the fee was taken care of and there was a mistake and would not happen again. I have then dealt with the same billing issue every month.

As far as still trying to replace my current defective phone, I have had no luck. The best they say they can do is to give me another of my current make / model, give me a phone of lesser value, upgrade my contract or contact Samsung directly. I called Samsung and just as I thought, they claim it is the provider's responsibility to handle the issue of replacement. The manufacturer can only uphold their warranty which is repairing my personal phone and sending that same phone back to me. Seeing as this is mainly an issue with T-Mobile, I declined Samsung's offer and I am currently still dealing with T-Mobile's "Game". If this is not resolved fully by the end of the month I am changing back to AT&T.

Also, to avoid a cancellation fee, any customer of T-Mobile who pays their bills are paying for a service of which their contract states. If any customer under contract pays for a service in which T-Mobile fails to provide, the company (T-Mobile) is in breach of contract. If the company breaches contract, the consumer is no longer legally obligated to the contract. No contract, no cancellation fee.

I purchased 2 phones and switched service because I was told that T-Mobile was a good company. After 2 days of having the phones, I could not access Wi-Fi and was only getting 2g access. I contacted customer service and after endless troubleshooting, they decided it was the handsets which I could return at any T-Mobile store and ship back the other devices from there. When I got there, they told me that I was lied to and that I had to ship the phones back and do without for 3 days until they sent replacements. I was also called an idiot by a store employee named ** at the Florence, KY store because I was angry.

I personally think that he should be fired and I should certainly be compensated for the humiliation of being called an idiot and laughed at in front of a store full of customers. This is unacceptable, I had to go to the emergency room after the incident because I have heart and nerve problems and it almost led to a heart attack. Is this the usual treatment of new customers?

I have a Garmin-Asus phone. The navigation works great, but the issue with the phone is the Android software. When I am using an app on the Android market, I get thrown off, which I can not fully get use of the phone. I have been given 6 replacements phones within a year's time. The best thing they can do for me is tell me I am eligible for an early upgrade, which will cost me $184.

Here's a follow-up to my complaint about a month ago. Stephanie from T-Mobile Corporate Offices called me from 1-877-290-6323 ext. **. She began the conversation with wondering how she can resolve the issue after receiving my FCC complaint. She read some of the complaint I wrote to the FCC and I further stated to her the issues I had during my contract. I told her I was forced to switch to a new carrier because they sent countless replacement handsets that did not work properly. She tried to make excuses saying there was a six-month time interval from when replaced one of the phones, which has nothing to do with it. The Blackberry 8900 and 9700 were replaced several times because of software issues. I could barely use the data services I paid extra for each month ($35)! She said they will not offer any credit towards the termination fee and credit my account for some of my data payments being that the phone didn't work enough for me to use the data plan fully. She further stated she was going to submit a letter to the FCC saying that my issue is resolved/closed in a nasty way.

Before hanging up, I made sure to tell her how rude her customer service was along with other customer service reps. T-Mobile didn't help me at all or offer anything for the inconvenience I had to endure. They got my money every month ($100) and that's all that matters to them. They don't care that they have customers that they send defective devices. They do not care that my money was wasted. They do not care that they got my money while my phone simultaneously shut off, had software reset messages on the screen, automatically deleted information and text messages, shut off while I was driving and using it for directions, and so on. More complaints will follow to the FTC, Consumer Affairs and the Better Business Bureau. I will not stop until my problem is resolved.

Linksys T-Mobile at home hi-port is very unreliable. It has been a thorn in our side since we purchased it three years ago. We bought into the idea that it would save us a boatload of money. It just quits whenever it wants to. There is a dial tone but it would not receive calls sometimes and you could not dial out as well.

T-Mobile blamed it on the phone I was using. So, I purchased the ones that they said would work. Well, what do you know; same problem as usual. Then they said it was my router. So I bought a new router and guess what, same **. What a savings. Not to mention, the countless hours of trying to talk to the right people to troubleshoot the problem. The T-Mobile stores surprisingly quit carrying the unit and the place I bought it from acted like they never heard of it and said to look on the internet for one. I already had one. I refused to sink another dime into the "project" and guess what; I finally decided enough is enough!

I found that Magic Jack plus. It works awesome and is always on. So I ported my number to Magic Jack. Then when I thought T-Mobile was over with, I got a bill for two hundred dollars for early termination fee! I called T-Mobile about this and they simply ignore anything I tell them and tell me that I am inside of a contract agreement in which I was unaware of when I upgraded cell phone plans. Now, the battle has just begun. Please forward this to anybody that is sick of being abused by the extra fees imposed by their cellular carriers.

After going through three MyTouch 4G cell phones and one Sidekick 4G, I've had enough. I run my business through this phone, however, I seem to be losing more than gaining. My customers cannot reach me, I have no service and they refused to help me. Why should I be forced to buy my way out of a contract that they don't follow or honor? They give people inferior products and enough is enough. They even tried to charge me a warranty and processing fee, which they admitted was wrong and removed it from the bill.

I purchased a new T-Mobile Samsung T259 in August with a year warranty. I called T-Mobile yesterday to report the phone not working and they stated I was being charged $20 to exchange the phone for a replacement phone. I stated that I needed to purchase a $3.67 per month extended warranty for the phone to reduce the $20 cost to a $5 cost for replacing defective equipment I purchased from them. In addition, customer service hung up on me three (3) times when I requested to speak with a manager. I've been with T-Mobile over 10 years and this is the 1st time I've experienced this poor service and equipment.

My current T-Mobile phone has been literally falling apart for months, and need to do an upgrade. I have called T-Mobile several times over the last couple months, and each time, I am told my time for an upgrade was different. The last day was 4/5/12. Today, while in the T-Mobile store, I was told I was eligible for an upgrade now, and should have received a postcard in the mail, giving me a free upgrade on President's day. I never received the post card. They said to call customer service, and they should be able to help me.

I called them, and was told I was eligible for an upgrade for a cost of $49.99. I told him I would call right back, after checking the out phone online. I called right back, and was told I could get the phone for $49.99, but it would also cost an additional. $15 month, which I was not told on the 1st call. I am so fed up with T-Mobile, that we will cancel all 4 of our business lines with them, when the contracts are up.

I have been a very loyal customer to T-Mobile for over seven years now and all I have been asking for is a phone that she can use to make calls on and that makes her happy instead of hearing her complaining for almost two weeks now about the cheap phones that she has had to use. I have at this point and time talked to a minimum of five people within the T-Mobile customer service line and visited the store no less than four times since last week. Needless to say, I believe they all know me by name at that point but I do not care because I will not rest until I get some type of satisfaction with this phone issue and for my troubles with your company that could have been resolved within that same day if that were your resolution.

Unfortunately, no one has been able to help me and every time I talk to one person then they transfer me to someone else who is not able to help me either. I feel that I have been more than patient with your company and more than fair. I am getting ready to go on a T-Mobile boycott very soon if there is no resolution because my patience is wearing very thin at this point. Today, I have yet talked to another unhelpful employee who when I asked for a manager they told me that all of the managers at T-Mobile are in a meeting and they should be calling me back in about a half an hour. Well, it is now 5 pm and the call I placed to the 1-800 number was at 11:45 am. I have still not heard anything from them about this phone.

At this point, I am ready to cut my losses and switch to another phone company as there is nothing worse than going to a phone company, who sells phones for a living, and not being able to get a phone. I am about to call Ken ** on the news station if I do not get this resolved and get a better phone than this. I am not paying my bill and I will go back to using a pager if I have to rather than continue to be stressed out behind some idiosyncrasies with your company who has made thousands of dollars off of me and my service for over seven years.

I used to love you guys and brag about your service and how I have never had any problems. Now, my heart is heavy because you turned out to be the cheating boyfriend that I thought loved me back. This is awful and I don't want to do but I will move on and let my heart heal with another company if we do not come to some type of resolution. I have already emailed the corporate office and the Better Business Bureau. The rest is up to you because I will not quit. I can guarantee that I can keep this going for as long as it takes. Oh, did I mention that the phone ending in 5088 belongs to my mother who has breast cancer and I can't even call home and check on her like I always do. I am going to pray that God gives you the heart to help me and prevent the entire company from going to hell in a hand basket!

I switched to T-Mobile from AT&T. I switched because I thought AT&T provided poor coverage and bad service. When T-Mobile evaded the take over from AT&T I chose to support them by switching my business. Big mistake! They make AT&T look great. I bought the phone online. When it arrived it said not registered on network when I tried placing a call. Tech support said it was a programming issue with the local tower. They showed problems with the tower. It worked in some locations not in others. They said they were working on the tower until the day after my grace period. Then they admitted they did not know why it was not working, a programming problem they had never seen before. They would fill out a trouble ticket.

This has been over 2 months. I can't use my phone at home even though I have 4 bars of signal. I can't use my phone in lots of places where I have full signal. I just says, "Not registered on network." I tried to cancel service and Natasha said it was my fault because I should have not believed them when they said the tower was not working and should have cancelled the service anyhow during the grace period. I am not trying to break my contract. I just think if I hold up my end, they need to provide the service. Obviously, too much to ask from this company. For goodness' sake, save yourself a nightmare: don't purchase anything from this company.

I bought a G1. It was messed up and they actually sent a new one without charging me. The first conversation I had over one hour, I got a pain in my ear. I paid attention and over the next months, anytime I used the phone for more than five to ten minutes, I started getting pain in my ear. I stopped using the phone for a couple of months and I have no pains. As soon as I started using it again, I got pain.

T-mobile suggested getting a headset, which I did. However, whenever I plugged in the headset, the other person could hardly hear me. So, I started using the speaker phone for the last few months because that was my only option and I am not giving them another dime of my money. These bastards must be stopped. I am looking into people with similar actions for some type of class-action lawsuit.

The phone company customer service agent slipped and told me that this phone was a problem that wasn't solved, and that T-Mobile and HTC was aware of the phone's issues, and haven't had a fix at this time, but they had sent me several phones to exchange that was refurbished, and they had more issues than the one that I have, however to exchange this phone. I have to either accept a lesser phone, than considering the hours spent with their employees, and I being on the phone, gas to and from the phone center. They check it, and I finally got a store to put something in the notes, that this phone was having a problem. I want another one. I want to be able to choose it, and not cost me a dime, that includes shipping. I am willing to get out of a windows phone, into an android that has the same size, like I have now.

I bought a brand new phone on September of 2011 and since then, I have not been able to properly use the brand new phone or any of the other two replacement phones that were given to me by T-Mobile. They have asked to do different things, for example, upload new firmware, get a new SIM card, restore the phone, but nothing has worked. They have even put out a troubleshooting ticket and when that fails, they just come up with something else to try to avoid just giving me a brand new working phone. I paid for a brand new phone which they admitted (after my second phone) was a phone that was known to not work, and I would like to receive a brand new phone that works properly.

This is very frustrating especially since I use the phone for work and cannot even do my work properly because the phones all do not work the way they were suppose to. This problem has been ongoing since September 2011, I feel I am getting the runaround and I would like this matter to be resolved.

We changed to T-Mobile to lower our monthly bill. We have 2 lines and phones. First off, we heard echoes in the phones when we talked and batteries wouldn't hold a charge. Also, we had dropped calls and SIM cards going bad. We both have had 2 replacement phones and numerous SIM cards. They took care of the echoes and battery issues. But we still have a large amount of dropped calls and billing issues. They claimed that we downloaded apps and programs, but we did not. And our bills are not staying with the plan price; they go up without notification. T-Mobile service is just plain bad.

I am in Afghanistan, and thought I had structured my T-Moblie account properly. My daughter was able to walk in to the T-Moblie retail store, and was given a new phone, a two year contract, and an account upgrade to allow her internet coverage, without my permission. Now, the My Touch slide phone has failed for the third time, and after much long distance effort on my part, I am able to get a like replacement for this poorly performing phone.

It has taken 6 phone calls, and over three hours to get to this point, and my frustration level is off the charts. There is no flexibility, nor responsibility on the part of T-Mobile. Once they had my money, and a two year contract, it was as if my ten year history meant nothing. I will cancel this once I return to the States. Their self interest borders on fraud.

I became a T-Mobile customer in 2005. Initially, my experience was good. I had a flip phone that seemed to work okay. In 2007, I upgraded to a Blackberry 8900 with a two year agreement. That phone was horrible. It had "error 452" messages, app errors, erased items simultaneously, track ball would get stuck, would stay on a white screen and so on. Each time I had an issue with the phone, I called T-Mobile customer care. The phone was replaced three times through the warranty exchange program. After the one year warranty expired, the third replacement Blackberry was having software issues just like the other phones.

I called T-Mobile and complained about the problems with the phone. The rep told me unfortunately the one year warranty is up. I stated how I no longer wanted replacement phones because each one had an issue. She said my only option was to upgrade to a newer Blackberry that would not give me the same issues, plus the trackball was changed on the newer models. Eventually, when I had the extra money late 2009, I ordered the Blackberry 9700 with a two year agreement as I was advised to do. For a little while, the phone seemed to work okay. The track ball was now a track pad and the Blackberry 6 software seemed to have a nice interface.

Well eventually, the phone started to have error messages and shutoff simultaneously. It even had a white screen while I charged it and never woke me up for work via the alarm clock. I was an hour late for work and of course never got the phone calls from my employer trying to check on me, as it was not like me to just not show up for work all because of a white screen.

I called T-Mobile very upset about the phone, and it was replaced through the warranty exchange program. We all know how that program works, they send the refurbished phone without a battery or back piece claiming it's a good phone. After a while, that Blackberry began to have the same problems. I called T-Mobile again and they replaced that Blackberry. At this point, I'm angry, tired, over it, irritated etc. I called the customer service department several times complaining about the phone not functioning properly. I requested a different phone, other than the Blackberry. The rep said she can only replace a Blackberry with a Blackberry via the warranty. I told her I don't want the Blackberry after all I've been through, to just send me one of the free phones they have advertised on tmobile.com. Of course, those are only for new customers. I told them I cannot pay for service with a phone company that won't sell working phones. She told me the only other option is to upgrade. I told her this is not an upgrade issue, but a software issue for a defective phone.

I should not have to spend money and sign on to another two years agreement. As I'm saying this, it clicks to me that this is T-Mobile's hustle. They keep telling customers to upgrade when having defective phones, so it locks customers into a two year agreement, because most customers aren't going to or can't afford to pay $600 for a phone to be out of contract. Thus meaning, when they get irritated and want to terminate, they get to bill you for your final month and early termination fee.

They should not be able to get away with this! So to make this long story short, in January 2012, I switched to Verizon and got an iPhone4S. I've had an iPad for years that has zero issues, so I figured I couldn't go wrong with another Apple product, so far, no problems. I shouldn't have had to resort to switching to another carrier to have some relief and proper use of a phone. T-Mobile should have handled this issue properly. I should not have to pay an early termination fee for a company that forces customers to sign a two year agreement to replace defective phones with other models. Something should be done. I filed a complaint with the FTC already. Unfortunately, T-Mobile does not have a corporate phone number. They just give you an address to write or fax them, but they never get back to you with any type of recourse.

The T-Mobile HD2 HTC has a problem with blowing out head phones and the internet is always freezing. It's not worth the money and my contact will be over in May of 2012. I will be leaving after a seven year run.

T mobile sent me a replacement phone (from the defective phone) and charged $40.00 processing fee. I called to complaint since I was never advised by the agent when I ordered the phone and Mobile has never charged me a processing fee from the previous year when I first received the phone. The rep harassed me instead about how they have waived so many fees for me. My excuse, well T mobile has made up so many unnecessary fees in the last year and failed to notify their customers. How hard is it for a communications company to deliver the message to their loyal customers? The quality of customer service has also deteriorated. To T mobile Management, don't be greedy because your customers aren't happy. As for me, I will make sure my family and friends will know your reputation.

Approximately 6 months now I've experienced a drastic decline in my T-Mobile mobile device performance, connectivity and application functionality. After spending numerous hours on the phone with T-Mobile attempting to resolve these complaints, I would find that the issues were not fixed after the call(s) had ended. I lost my confidence in T-Mobile's ability and desire to resolve my concerns as they once had with skill, promptness and a vested interest in taking accountability for all resolutions and having pride in having done so. It seemed that their agents were no longer given the power, tools and competency to resolve issues.

Each time I called I was transferred numerous times between departments who had no idea my call was transferred. The call was wrongly transferred and I was given conflicting and/or misinformation. This had become common place. So when I would need to call T-Mobile to address my concerns, I grew weary of doing so because my experiences were all adding up to be a waste of time; ending in frustration because the problem(s) still remained. Bottom line is that I wanted out of this bad relationship. It was wonderful for the first 7 years. I stayed with T-Mobile even when my multiple lines were out of contract. I stayed with them because I was completely satisfied with their products and services.

Now I am not. They changed. I am now dissatisfied with their products and services and asked to be free to leave without any termination fees. They would not agree to this request. Termination fees have been applied now that I canceled my service contract. T-Mobile admitted that they "dropped the ball" (per the recorded conversation with the T-Mobile customer loyalty representative). She said that they were working to become the T-Mobile I use to love. I told her that I didn't trust them to meet my needs and wanted out. She said that I would be charged cancellation fees if I canceled.

T-Mobile failed to deliver services at a level that satisfied me. They chose to institute practices that resulted in a plethora of customer dissatisfaction. Mine included. I want to be reimbursed for all cancellation fees.

Known issues: freezing, shutting down, rebooting, and touch screen not responding. T-Mobile representative said this was a known issue as of August 16, 2011. My purchase date is 4/22/11 and since then I have contacted T-Mobile over 5 times not including today 1/6/2012.

After many conversations and going through each and every trouble shooting with them, T-Mobile will not offer a phone that has comparable features of the Sidekick 4G without charging me $200-plus for each phone. So, in other words, T-Mobile sold a phone they knew was defective (and still is), and assured an OTA update would resolve it. Now because the OTA didn't resolve the problem and T-Mobile doesn't have a solution, they want their customers to buy new phones at the customer's cost. It's almost impossible to do anything on this device. The consequences for me is I am out $150.20, plus there's a $13 upgrade fee amounting to $163.20. I have been a customer for over 5 years now and I have been a loyal customer.

My name is Jerome **. I've been a T-Mobile costumer since July 2010. Honestly, I have been having problems from the beginning and it seems like it is just becoming worst, dealing with everything from the phones, billing, account, representatives, and supervisors. This whole ordeal has been frustrating and very stressful to the point where I have lost all trust with T-Mobile and its business practices. I have had problems with the first phones I purchased from T-Mobile. I had to return the phones at least six times and I was convinced to upgrade to what I thought would be a better phone, which I had to return a few times. The upgrade phone turned out to a worse phone than the first phone I purchased.

In the last few weeks I've been told so many things about my account that I don't know what's going on with it anymore. I have been told so many different things and given wrong information from representative and supervisor that have left me confused, frustrated, and stressed. In the last month or so, I had to call to T-Mobile 22 times and that's not counting all the other times I had to call with issue since I have been a customer. This has been very time consuming, costly, and irritating. I pay my money for phones and service, in which I feel I should be better valued as customer.

I am requesting that someone in your department pull my records and review the issues I have been experiencing and contact me to discuss this matter, so we can come up with a solution. I am also requesting all records of my phone conversation with T-Mobile.

I bought a T-Mobile Samsung phone and while it was still under warranty, it kept shutting off on me, so I called T-Mobile Customer Service and after some troubleshooting, they gave me an address to mail the phone back to them. When they get it, they will have a new phone back to me within 7 days.

I mailed the phone to their certified mail. They received it within a few days of my mailing. Three weeks later, I finally got a phone back without a battery or back cover. I called Customer Service and I was told by the rep over and over like a robot, that they do not replace those things that I was instructed to take the memory stick, battery, and back cover off and keep them to not mail them back with my phone. The problem with this is, I was not told that or obviously I would have done that.

I don't even know where a memory stick can be found on a phone. They would have had to walk me through taking that off. When I told them I was not told that, they insisted that their reps never make a mistake and that they tell everyone who sends a phone back to take off those things and not mail them with the phone. I asked if they could bring up our recorded conversation and they refused. I asked if they could at least get the missing parts off the phone I sent them and they refused. I have never had an issue with T-Mobile until of course I had an issue.

I have had to replace 2 phones within a 2 week time period because of how bad the T-Mobile phones are. They only lasted about 4 months.

T-Mobile refused to have me return a phone that was incorrectly working. I am now stuck with a cell phone that I paid $250.00 for and am stuck in a two-year contract.

My Blackberry Messenger Features has not been working for more than three months. I have been calling T-Mobile, waiting in the line forever, and what they did is transferred me to customer care, back to technical support, back and forth. The technical support department troubleshoot my Blackberry for three times. They said to wait for two hours, and the BBM features will work. I waited for two hours every time, but it still did not work. I asked for a refund which is only $10, but they won't let me.

This huge company can not even compensate their customers! I am very disappointed with their services. They kept asking the same question over, and over, with no solutions. I have wasted my time talking to them! Alert: never use T-Mobile! Bad customer service!

I have been with Tmobile for over 2 years. It could actually be more since I keep renewing my contract and ill get to the why in a min. I have had over 9 replacement phones. I went from the G1 and had a least 3 replacements left the G1 behind and got the Motorola Cliq when it came out, had at least 4 replacements of that phone. Then I thought i'll try the HTC HD2 and had 3 replacements of that piece of junk. So sold it and got the Motorola 3g slide and had 3 replacements of that phone and got the G2 and replaced that one 4 times! Now, I'm at my feed up point. Tmobile was willing to upgrade my contract early which made eligible for an upgrade.

In order for the upgrade, I had to renew my contract for another 2 years. I gave Tmobile another shoot to give me the service I deserve and what better shot then the HTC Sensation. So far, I have had 4 replacements and as of now waiting on a 3 day trouble shooting, then they told me, "if that doesn't work, we're ready to move ahead." Whatever that means. But what's more important is I'm ready to move on. To be continued.

Was recently sent a replacement due to technical issues with my original phone. The replacement phone that was sent was not the same phone I had. It was actually a cheap phone which was a huge down grade from my original phone. Now the downgraded phone that was sent is having the same issues. The phone is not working. called c.c several times and still have not been able to have issue resolved nor are they able to send me back my original phone. It is not a fair exchange.

I'm very disgusted with the fact that they would send me a cheap refurbished phone and state that there is nothing they can do. I've been with this company for over four yrs and this is how they treat ..per say 'a loyal customer' .. How can you give me something worthless and refurbished?

This is my second complaint against them regarding the same situation. I bought a phone from a Tmobile store ( 2715 south street, phila., Pa.19148-4 ) on 9-14-2011. I went on vacation to California and during my travels, the phone kept malfunctioning and over heating. I returned the phone to Tmobile (605 mangrove ave. Ste 140, chico, ca 95926-3982) on 9-21-2011. I was told I would be refunded my money back in two parts. The first part would be given to me in 5-6 days ( and it was) and the second part I had to wait for 30 days to receive.

I waited 30 days then I called Tmobile and I spoke to Mr. T. *** ( operator # ***). He told me to call back in two days with my bank information so that the money could be put back into my checking account. I called back in two days and gave my banking information and was given this confirmation # **. I was told that in 5-6 business days my money would be in my account. That was on Oct 22nd. After 6 business days, I called Tmobile back and everyone I spoke to kept transferring me to someone else . So, I called the main office but the only thing the operator did was transfer me to someone that I had to leave a message with. I haven't heard from them. I have never had a problem out of Tmobile out of all the years I've been with them until now.

I have been a loyal T-Mobile customer for over 10 years. I bought a new G2 phone in late October 2010. In early October of 2011, my phone started having issues - random apps opening, and freezing (no water damage whatsoever). I took it to a T-Mobile store on Oct 5, 2011 and they told me it was likely a software glitch. They upgraded the OS and sent me on my way. The problem quickly started happening again and on Oct 29, 2011, I called the 800 number for more help. They did more troubleshooting and made more software changes. I called back about 5 more times, and finally, the last person I talked to determined that it was hardware related on Oct 31.

However, my 1 year warranty expired on Oct 23, 2011. I told them that the problem pre-existed that date and I even went into a store on Oct 5 with the same problem. They didn't care. They said I had to buy a new phone. I escalated 4 times because I thought that someone was likely to have some common sense, but they all said the same thing, which was basically, we don't care if you were a 10 year loyal customer and your problem happened weeks prior to the 1 year warranty. We want our $200+ for a new phone and we have you by the balls in a contract, so deal with it.

I purchased a wall charger for my Smartphone from a T-Mobile store back in Aug of 2011. In October, the charger stopped working properly. In other words, it would not charge my phone on a consistent basis.

I took the charger to the T-Mobile store in Horsham, PA. I was told by store manager Jeremy that he would not replace my charger due to the 30 day return policy. The charger worked fine within the first 30 days, it was dysfunctional after 30 days. He stated that since I was still under warranty, he could mail me one for $20.00. That's ridiculous because I can buy a new charger at Wal-Mart for $15! I have been a loyal T-Mobile customer for over 3 and half years and T-Mobile wouldn't even give me a replacement charger. This is an outrage and I am extremely dissatisfied with the customer service I received.

I am also unhappy about the fact that I am unable to receive good signal in several areas around my home and work, zip codes 19038 and 19034. I complained about this matter to T-Mobile customer service over the summer and they treated me very poorly. I called and spoke with two supervisors who told they would adjust my bill down by $20 due to my inconvenience however, my bill did not get adjusted. When I called back, I was told that the supervisors I spoke with never documented my account that they would give me $20 off my bill. I was also told that it would be "too difficult" to pull the recorded phone calls to verify what was said when I was told I would receive $420 off my bill (and I know all T-Mobile's customer service calls are recorded). I had to request to cancel my service in order to speak to a member of T-Mobile's "Loyalty Team" who finally honored the $20 off. What a hassle I had to go through to obtain what I was promised!

I cannot wait until my contract ends with T-Mobile! Bottom line is that T-Mobile does not care about customer service nor do they care if you receive decent phone signal. T-Mobile is one of the worst companies I have ever dealt with.

I have had 3 defective BlackBerry(s) in the last 18 months. The last replacement was sent in June and now, the screen is flickering and you can't see emails. When I contacted them, they refused to replace it saying the warranty from the June phone was only good for 90 days. Keep in mind that they have a one year manufacturer's warranty, which T-Mobile gets! I spent close to 2 hours on the phone talking to 6 different people and they refused to replace the phone or to cancel my data plan (since I couldn't see my emails/internet). When they transferred me to the 6th department (which was where I started), I was done! I have been with T-Mobile for more than 8 years, but I will definitely be canceling my plan in Feb. (if not sooner)!

I've been a loyal customer of T-Mobile for many years. I called T-Mobile in June because I knew my phone contract would be up. I thought I'd rather get a track phone from Walmart since they had unlimited, text, talk, and web and I could buy the phone out right. Well, they got me. When I wanted to renew, I had 2 lines and cancelled one yet was told that I was still going to be charged for 2 lines until December because my daughter had upgraded hers 6 months into our 2 year contract. It extended the original contract, which is very odd. I think they are just trying to get you in any way they can.

The gentleman told me that if I extend the contract, I will get a new upgraded phone and the contract will be for two years and the payments would be such and such. I go, "Okay, I got screwed, but I had no choice." The first time, I never got the phone. I had to call them and they sent the phone out to me. It took me three weeks to get it. Once I got it, I liked it, yet it kept dropping calls. I dealt with it and then the screen would kind of go black every now and then. Then, one day in September, it decided to not come back on; the screen was black. I could hear my phone ring and hear a text but could not see how to answer it.

I called T-Mobile and they sent me out a replacement. Wow, what a nightmare that is still going on. I never received the first phone and they say I got. If I got it, would I really be calling them? I called them so much that I got blue in the face with anger. I'm 51 years old and my blood pressure shoots up every time I get on the phone with them. It took me two weeks to get another after going through numerous calls to the call center. I ended up going online and finding corporate office with employee emails to the president's office. I had someone email me and tell me that they would be in touch. I received a phone call from an executive representative with the president's office and this was on a Friday. He got me a phone and sent it out, and I received it on Monday.

Low and behold, I took the phone to T-Mobile store so they could download all my contacts correctly in my new phone and it was broken. Talk about frustration. They say, "Oh, we can give you a temporary one to use, but you'll have to pay $50 deposit." I was like, "No, I should not have to pay for your company's mistakes, which have been many. I do not want this Samsung Gravity Touch Smart Phone. It's a piece of ** and it drops calls and short circuits to a black screen, and now, you give me a broken phone that won't upload and work." They said they could send me a Nokia X2 which I got yesterday. The phone is not comparable to the Smart. They gave me a different phone with little or no features.

I was on the phone with T-Mobile again, off and on, for over 2 hours in which I got nothing accomplished because no one can help me. They say, "Oh, we can send you the Gravity back." I don't want it. It's a piece of ** phone and I'll end up sending it back. You would think that they would realize this phone is an issue and get something that is comparable to the Smart since the Nokia X2 is not. No one will take accountability to satisfy a customer. I guess they think that 1 person complaining and with me, spending weeks of my time on the phone in and in their T-Mobile offices is enough.

I asked them since I did not get the service that I needed, that I be released from my contract, and they go, "It's a binding contract." Well, I'm going to look at my contract and have an attorney look over it and see if I can sue them for mental anguish. They have stressed me out and this has affected my job. There was not a day that I was not on the phone with T-Mobile. One day, I had 30 plus dropped calls on the phone with the call center and only 2 people called me back out of 30 plus dropped calls, so what does that tell you? T-Mobile, I would never recommend them. Every time someone mentions T-Mobile, I cringe, "Don't do it!"

I also contacted the president's office. As I stated, someone from the executive office called; I believe his name was Chris **. He called me and left a message on my cell phone, and when I received the phone message, he said, "I'll assume that the issue is now resolved and I will close you case." Funny, he didn't even wait to see if the phone worked and just assumed I got a working phone and closed the case. I'm at the point that I paid the $200 plus to close the account or I might not even pay, say close it, and go to another cell company and get the service I want. Track phones in T-Mobile will eventually be out.

I bought a phone, and when I went to pick up the phone from the store, the box wasn't sealed. She said that was the only phone of its kind available. When we got home, the phone had two stickers on it, hiding a crack on the phone screen. I called the T-Mobile store, and she said they were closing and couldn't help. Also, she did not honor the rebate. They kept putting me on hold when I tried to contact them. The employee also changed my phone plan without my permission, resulting in a larger bill for me the following month.

I have a Motorola CLIQ. The first CLIQ I got had Bluetooth and software problems, so T-Mobile sent me a refurbished one. I am a month away from being able to upgrade, and the phone battery won't charge anymore. The problem is a broken USB charging port.

There are numerous problems with the USB charging ports breaking on Motorola phones. It will cost over $100 to repair. I figured T-Mobile would be willing to let me upgrade 30 days early considering the problems with the phone, but they will not.

I had to get an external battery charger to be able to use my phone at all.

I switched to T-Mobile years ago because of the high customer service scores. However, now I see they are the same as any other carrier, and they don't really care to keep my business.

My wife and I purchased the T-Mobile myTouch 3G slide last summer of 2010. Since then, we have had both handsets replaced five times; mine twice and my wife's three times.

We have both been very loyal T-mobile customers since the 90's and have always been loyal because their prices were good and their customer service was outstanding. Lately though, I wish I could say the same. Most of the exchanges went okay; there was an issue with my wife's second phone where they said that it had water damage even though it had never gotten near water. Anyways, the last time we sent my wife's phone in, they sent the new phone without a return box/package and without the return tracking label.

After an extensive phone call with the customer service, the agent finally said to take it to the store and they can ship it from there. I took it to the store and I was told that they cannot accept the phone nor can they send it in for me.

I called the customer service again, this time they say to take it to the UPS store and they'll credit our account $10 to cover the shipping. Needless to say, it was more than $10 to ship it ourselves. So after another call to T-mobile, they credited our account with the difference in the shipping price. When I asked about the compensation for my time, all hell broke loose.

I wasted over half a day dealing with this and, when it was all said and done, they grudgingly coughed up $10. With no tracking label, T-mobile kept calling and harassing my wife and asking where the phone was. After a couple of weeks, they threatened to charge our account $450. They dropped the ball three times, and we have to pay $450. I don't think so. So yet again, I called UPS to find out who signed for the package. When I called T-mobile back and gave them the name of the person who signed for it and the tracking number, he literally says "oh that's it, I was wondering what that package was". Really, I wrote down all of our account information and put it inside the package.

Oh well, our contract is up in a couple of months. It's nice to know that our 14 years of loyalty is worth squat.

As a long time customer, I feel I need to speak up. I'm not sure of my exact tenure with T-Mobile but it's more than 5 years. I bought my Samsung Galaxy S4 phone in May of this year, with the expectation of using it as an internet AP to connect my laptop to. When I first got my phone, I was able to do this via the wireless and network setting and then checking the mobile AP box, not the tethering box which is different. It worked great and I was very pleased with the speed of the internet. This would allow my laptop to connect via wi-fi.

Now however, I am not able to do so and am being told that I have to pay an additional $14.99 to add this plan to my service. This I feel is a bait and switch move that was hidden from me before purchasing my phone and renewing my contract in May. My intent all along was to change carriers. I would have never stayed with T-Mobile had I known this additional expense would be expected. I had called in May to notify T-Mobile C.S. that I would be terminating service at the end of billing cycle. I was talked in to staying with them because of the plan I was offered and new phone I received. Although T-Mobile's plan was a little more than the new carrier, I overlooked it because of the hassle of moving and because of my expectation of getting something the other carrier was offering.

T-Mobile is selling defective phone. And they started charging processing fees that they have not put in writing for approval from the customer. This new process started in June 2011. T-Mobile never notified the customer of the new process. T-Mobile should be held accountable to the customer for exchanges of defective phones without any fees!

I opened a new account with T-Mobile for two lines and we chose the violet Samsung Exhibit 4g. Both phones were defective and have been replaced three times already, in less than two months. Customer service is giving us the runaround and after numerous hours on at least ten different days each with dealing with representatives, they finally agreed to let us have different phones but only the Comet --which just happens to be another phone with tons of reviews saying it too is defective. T-Mobile has us locked into a two-year contract and is not even allowing us to have phones that work!

My T259 (pretty basic flip phone) would receive calls (I could hear the caller), but the caller couldn't hear me on about 1 in 10 calls. The same happened when I would call; I could hear them but they thought it was a crank call. First, I spent 30 minutes going though numerous reboots. Next, they changed the sim. Next, they said they'd have it back (now 2 months old) under warranty and replace it. This month, a $20 'processing fee' - not disclosed to my recollection during any phone calls - for me to have the privilege of returning their defective phone to them and getting another in replacement. And the billions of dollars keep rolling in for the big phone companies.

I was a customer with T-Mobile for seven years. For most of this, I had no issues. About two or three years ago, I switched to a smart phone - the Motorola Cliq. Initially, for what it was, the phone worked fine. Eventually, it picked up the habit of freezing on me, or going a little haywire. After troubleshooting, they decided to replace the device. The problem was recurring. I had the phone replaced for the same reason.

Finally, when it happened again, I asked about exchanging my phone. They told me they were running a special where I could replace my Cliq with the Gravity Smart, and this should solve the issue. Well, I've had it for a month, and it hasn't been freezing, but everything else has been horrible.

I've spent a dozen hours trying to solve my phone's issues, at least seven to eight hours with one-on-one tech support, over the phone or at outlets. The phone was a mess. It couldn't merge my contacts with ease as the Cliq did. Instead, there were contacts stored in triplicate that I could not merge. After six hours of various one-on-one support, it's still not even close to where the Cliq was.

Then I ran into the issue with memory. It doesn't have one. In the three to four weeks that I had the phone, I downloaded six apps onto the phone, and the memory was completely full, to the point where it was rejecting text messages. I assumed there was an easy explanation. There was. The phone has the memory of a beta fish. My old phone, problems though it had, could handle a dozen or so apps that I put on, as well as over half a year's worth of texts, and have no problems. The Gravity Smart, not so much.

On the plus side, it comes with loads of useful crap like Bejeweled 2, and AIM, which I have absolutely no use for, and there was no way to uninstall them so I have to keep their crap on my phone and erase my own.

T-Mobile's solution? Delete the things I actually want, to stare in fascinated revulsion at all the crap I won't ever use.

Well, assuming you ever get a hold of customer service. Their new, "Improved Support System to Better Serve You", is somewhat akin to a piece of horse crap at their front door. All it does is to keep decent smelling people out.

You have to sit through several minutes of a computer irritating you, and when you try to explain what seems to be the problem, it won't understand you (trust me, it won't understand you), and then it will simply hang up on you. Great customer service, there.

The computer system at T-Mobile was always a bit of a retarded, deaf toddler, but it used to be that if you screamed and grunted at it often enough, it would send you over to a real human. Now you have the infuriating experience of having a computer hang up on you.

I finally asked to speak to a manager about getting my old defective phone back, as opposed to the lemon they replaced it with. I called on Saturday and was told I'd have a return call in an hour. By Tuesday afternoon, I assumed these people probably didn't actually own any of their own phones, and so I called again.

After explaining the mess I've been through, and how I've called T-Mobile more often than my family over the holidays, the manager kindly told me that there was nothing she could do. Never mind that I've been a customer for seven years, never mind that I was given a complete piece of lemon-** to "fix my problems", there was nothing T-Mobile could do except to replace it with the exact same crappy phone. They couldn't even give me back the model I had traded in.

I love corporations who don't have the "power" to "do anything". Does this mean I have the "power" to not pay for shoddy service? Oh, that was the other "option". I could pay for an upgrade even though I had just paid off my last phone last month and extended my contract with them for two years to get this "great deal". I wish to hell I had not renewed my contract. Now my only real option is to pay t-Mobile $200 dollars for the privilege of never dealing with them, again.

I returned a phone to T-mobile which gave me problems from day one and because it was not returned in a timely manner, they billed me a fee of over $350. Now, while I understand a restocking fee being billed for lateness, I cannot comprehend such an exorbitant amount being billed. When I protested the fee and said I'd pay it if they return the device to me, they said they could neither return the device nor credit me for having received the device.

I ordered a phone by calling T-Mobile and I paid for the phone and shipping. The phone was received defective and I am very sure it's not defective from shipping. I called customer service 3 times and they asked me to exchange it on the dealer or store. I visited a T-Mobile store twice but could not get an exchange. So I called again, and the customer service representatives asked me to mail it back and as soon as they receive it, they will exchange or refund but they never refunded me or exchanged me with a new phone. A representative named Stephanie was very rude and she said to me to feel free to file a charge back if you are not happy. I am a loyal customer since 2003 and I just renewed a 2-year contract with them. And when I wanted to move away from T-Mobile, they wanted to charge me $600.

I had been a customer for T-Mobile for several years. I did not want to leave their company but this is what happened. I purchased the 3G myTouch phone last year in September. After several months, I began to have problems with the phone. I took it in to three different T-Mobile stores. They would do something to the phone and give it back to me. They said that they did not see anything wrong with it. I would tell them that the phone would freeze and I could not receive calls sometimes. I asked for a new phone and one of the in-store reps told me that I could not get a new phone unless they saw the problem. I guess he thought I was lying or he just didn't care. At this point, I was frustrated and disgusted. I have a business and I really need my cell phone to work properly.

I called T-Mobile and talked to several reps on different days and no one would help. All I was asking was for them to replace the phone with one that would work properly. After trying and trying, I gave up because I was getting nowhere with their company. I turned to AT&T and got another phone. Even though I terminated my contract early (not my fault), I will pay for the early termination if I must. But I think that I should get a reduction in the bill. I should not be charged a termination fee because of T-Mobile's negligence. I was paying nearly $100 a month for my phone and service and they would not replace my phone. This was not right! I did not want to leave T-Mobile, but they pushed me in a corner, and like a cornered rat, I had to go. T-Mobile really need to rethink or change their policy because they are not being sensitive to the needs of the customers.

I bought a comet phone from T-m0bile. They have no support for this phone and not mentioned it. I needed a phone and got the same, thinking I can sync the phone numbers I use. Write back please.

On 31 Aug 2011, I placed a call to T-Mobile regarding my current cell phone which seems to be defective. I spoke with an agent who told me that she would transfer me to the loyalty retention department. They will see what they could do for me in regards to getting a new phone since the one I have is the original android phone that T-mobile offered, and they no longer carry that phone.

I was transferred to a man named Dennis **. Mr. ** tried to sell me a couple of different cell phones. I said that I was not really interested in purchasing a new phone and as a valued T-Mobile customer of over 10 years, I felt that I should be given the same deals as new customers so I was not interested in spending a lot for a new phone or better yet, why couldn't I get one of the free phones they offered the new customer? I also suggested to Mr. ** that I could always cancel my service with T-Mobile and get a new smartphone from Sprint, AT&T or Verizon for free.

Mr. **, of course, did not wish for this to happen so he offered me a Samsung phone at first, but then mid-conversation said, "No, I will get you a myTouch Slide," and went on to explain that this phone is one of T-Mobile's newest and best phones. He told me that he could get me into that phone for $199.99 by offering me a credit of $250 (which was usually the down payment for that phone model) but he would use that as a waiver and work around this. I told him that I was not interested in paying that much for a phone so I would go ahead and just cancel my service and that would be that.

Mr. ** then said, "Oh no, Ms. **. We can't have that. How about if I could get you the phone for free if you take a new two-year agreement? He went on to explain that he had several workarounds and that the end cost to me would be nothing, but I had to accept a new two-year agreement. I agreed to these terms and Mr. ** proceeded to put me into an automated system where I accepted the new agreement. When we got back on the line together, he then told me that I would get a text message stating that my service had changed and another one with the tracking number for the phone he was ordering. I said okay, and thanked him for all his help in making me a very happy customer.

I then asked him if there was an address where I could write a letter to be placed in his employee file because he was so helpful, and because of him, I was remaining a T-Mobile customer. He said that he would get his supervisor on the line and I could let him know that right then. A gentleman whose name I did not get got on the line and I told him how happy I was with Mr. **'s help with my account. I was prepared to leave T-Mobile but stayed because of the generous offer Mr. ** just made me. He went on to say that he liked to hear that sort of thing and wished me a nice day.

After the phone conversation, I had a text message waiting for me, which stated that the changes made to my account were effective. I did not, however, receive a text message with a tracking number for the phone. I waited thinking that it might take a little while to get that one but a message of that nature never came. I called the next morning and I spoke with a young lady named LaTasha. She told me that the system had gone down and Mr. ** had not been able to place the order but she could place the order at that time. I said, "Okay. Let's do that."

After she had put the order in, she gave me a breakdown of what the phone was going to cost, approximately $235.00. I said, "Whoa, I am not supposed to pay anything for this. Mr. ** told me that the phone was going to be free." She said that I must be mistaken because the phone was not free. I stated to her that as part of the new agreement that I had accepted, I was to get the phone for free according to Mr. **. She went on to tell me that the phone could not possibly be free because of the type of plan that I had.

I explained to her that Mr. ** did indeed tell me that the phone was free. He also said that he had several workarounds available to him to make the phone available to me at no cost. She then stated that the notes on my account did not indicate that but what she could do is request a copy of the conversation recording and find out for sure what Mr. ** promised me. She then said that someone would call me the next day. But no one called me.

I have called T-Mobile everyday since 01 Sept 11 and I am not further along in the process, as far as getting the free phone I was promised, than I was the day I spoke to Mr. **. Now, I am locked into a new two-year service contract which I agreed too strictly based on the promise of getting a free phone. Other than that, there was no incentive for me to resign with T-Mobile. I have asked T-Mobile to please reverse the contract I agreed to based on that and they will not do it. I have asked T-Mobile to give me the free phone that Mr. ** promised me and I am repeatedly told that they have to listen to the recording. Today, I was told that the recording had not been ordered. It could be ordered but it will take a few days to get it.

I finally spoke to a gentleman named John in the Technical Support department because the original issue I was having with the phone I currently have had yet to be addressed in all this confusion about this new phone that I don't have. He was kind enough to order me a replacement handset under the insurance that I have on the phone but it is not, in my opinion, in the same class as the phone that I have, which does not work all the time.

I purchased a T-Mobile 3G slide for retail price, to use on the Flex Pay account. After 2 months, the phone would not charge.

On 8/12/11, an order was placed for an exchange. T-Mobile received my defective phone on 8/19/11 at 10:00 AM and it was signed for by Jenny **. I obtained this information from the UPD tracking site.

As of today, I still do not have a replacement phone and the order shows as still pending. Every time I have called or e-mailed, I get another reason why the new phone has not been shipped. Today I was told the phone had not been received by T-Mobile yet.

My cell phone has been miscounting the whenever minutes, shutting off my phone and not even allowing my "Always Allowed Numbers" through. It was very risky for not allowing a child to contact their parents in an emergency. T-Mobile has opened several "Technical Issue" tickets during my 34 hours of customer service phone calls. They have admitted they are having trouble fixing it. They promised to call me back in 48-72 hours, yet never do. One supervisor blatantly lied to me and said she did call me back and left a message, but she was at a loss for words when I made her go online with me and look at my account so she could show me when the call came in. The past 10 days, I have waited on hold for customer service 4 times with the minimum wait of 59 minutes and the maximum of 1 hour and 43 minutes. I did an online with a technical support person named "Seth". He included in his chat what the fix should be and walked me through fixing it. At the end, he assured me this would fix the problem. Well, it hasn't. I am currently on hold again. This time, for 20 minutes thus far.

T-mobile told me to go on a specific Saturday to any T-mobile outlets for a free phone of any type. Since I already had a contract with them, I went to the one closest to me. I got one and activated it.

Unfortunately, the phone was dropping calls so they told me to return it for exchange. They then charged me for the new phone claiming that it got wet (not at all). After that, they billed me stating that the store I purchased the phone from is not a recognized store by them. And this is the store where I first got the contract. In the end, I had to pay all of the charges before my three phones were connected back.

I have a cellphone with T-Mobile and I am being charged for a monthly payment including the insurance of my cellphone. The touchscreen feature of my phone was not working so I went to the T-Mobile dealer in front of my home in West Oak mall in Houston. They connected me to T-Mobile insurance and I sent the cellphone for interchange. Now, they are charging me for $31 and they told me that they can't cover the damage due to various reasons. What can I do?

I have two Cliq XT phone and they are defective. I tried three days in a row to call technical support but I was on hold for over one hour each time.

I'm not happy with my phones or with the service. I would not recommend T-mobile service to anyone at this time. I am very disappointed and unhappy and I am waiting to get a contact.

I bought a Samsung Vibrant in December 2010. Within a couple of months, it stopped charging. I called T-Mobile and spoke with a technical support specialist. The tech went through a checklist with me to determine that there was no other damage to phone, such as removing back cover to see what color the dot was. That would tell T-Mobile if there was water damage to phone, which there was not. The tech then told me they would send me a new phone, which would be at no cost to me. My phone was still covered under the manufacturer's warranty due to malfunction of the mini USB port that charger goes into.

A couple of months later, I received my monthly cell phone bill from T-Mobile. I had seen a charge of 300 dollars on it. I called and was told this was a charge for the new phone I had received. The customer rep for T-Mobile told me that the phone is not to be covered under the manufacturer's warranty due to water exposure. I said the phone wasn't exposed to water. The rep then proceeded to tell me that there are hidden sensors in the phone that only T-Mobile can see once phone is taken apart. I said, "Well, the dot that is visible to the consumer hadn't changed colors. And the phone worked normal, except it wouldn't charge due to malfunction of device." The rep then told me that the phone could have condensation buildup from going in and out of cold and hot conditions. I said, "So, if this is true, then the Vibrant is not a very good product."

I understand computer devices very well since I received a Bachelors in Computers. And I understand that networks' servers need to be in a climate controlled room. This is due to condensation buildup on hard drives that will ultimately ruin the hard drive. But a cell phone should be made to handle temperature changes, being it is used in all aspects of ones' life. I then proceeded to tell the rep that T-Mobile is not honoring the manufacturer's warranty. And this is a perfect example of a big company taking advantage of a consumer.

I have been a customer since 2004. I have been through too many phones to count. The last go-around, one of my lines was sent five phones (all of which were broken). That line was without a phone for three months. I was not discounted anything for this. A new manufactured phone was sent. It worked but not properly.

Now it's been three months and it's just a white screen. On another line, my phone has to be rebooted three-four times a day manually and self reboots two or more times a day. I constantly get a no network message when trying to make calls. I've only had this phone for five months now. Every time I try to call and get the issue resolved, I get transferred over and over again. I asked about terminating the service contract since I don't really get service and was told that it would cost me $600 plus tax to do so. I have three lines on the account. I feel like that should be waived since they are not holding up their end of the contract.

T-Mobile doesn't even deserve a one star. Their customer service is so horrible. I had been a customer for 8 years (having just switched to AT&T in July because I finally got fed up with T-Mobile), and never had a problem until about three months ago. I had purchased a new phone (around December), and of course was required to sign a new 2-year contract.

In May, that new phone suddenly started dropping all my calls, and randomly restarting itself. I called T-Mobile customer service about the problem, and eventually they agreed to send me a new phone (same make and model). Within one week, that phone started doing the same thing. I called again. Again, I was told that all they could do was send me another phone of the same make and model. I reluctantly agreed. That phone started doing the same things the day I got it. I called and was finally sent a similar phone of different make and model. However, when you agree to send back dysfunctional phones, they make you agree that, if they get it back and it has any kind of damage, you will pay a restocking fee. You have no choice, but to agree to this. So, of course I did each time I had to send a phone back.

When I received the newest phone, all I was provided in which to send back the dysfunctional one was a padded (supposedly waterproof) envelope. I was surprised that there was no box to return it in, as had been the case with the previous phones. I figured they knew what they were doing; I put the phone in the envelope and mailed it in. Not long after, I received a letter in the mail stating that I would be charged nearly $90 for one of the phones because they found liquid damage when they inspected it upon its return.

I immediately called to dispute this, as it was not damaged when I mailed it. I can only assume the envelope got torn, and water leaked in. I didn't feel this was my fault, and certainly didn't think I should have to pay the fee. I called two days in a row. The first day, I was told they could do nothing. The second day, the woman I spoke to filed a dispute form. She said that they would speak with UPS, and try to determine if the phone had been damaged in-transit. She said I should receive an email in three days. One week went by with no email, so I called back. I was told that they no longer file those kinds of disputes and that the charge was valid.

I ended up paying that fee, but as a result, I switched my carrier. The same day I switched I called T-Mobile to ensure that my account was cancelled. The woman I spoke to verified my cancellation. I then told her that I had only been in my new billing cycle for one week. I asked if they would be pro-rating the charges on my August bill (in addition to a $200, early contract termination fee). She told me that there would not be any monthly charges of any kind and that I would only be charged the $200 fee. I asked her to verify this three times and each time, she told me the same thing.

I just received my August bill, and it was a total of $348! They charged me for the entire month (didn't even pro-rate it) on top of the $200 fee! I called to complain. I was told that I had to pay the full month's charges because I transferred my number to my new carrier. I explained about my previous conversation with customer service on the day I switched, and the representative looked up their "notes" in her records. They had noted that I called and was told that, yes, my account was cancelled. However, the records conveniently left out the fact that I was told I would only owe $200. No one would do anything about the charges. I was repeatedly told "it's a valid charge", and there's "nothing they can do about it".

T-Mobile's customer service has gone downhill big time. Their representatives and supervisors are extremely rude and unhelpful. They leave out details in their records that would help the customer later on, and they are next to impossible to deal with.

Tmob, have become scam artist. I purchased a Motorola Clique with insurance 2 yrs. ago, never dropped said insurance on the phone. I have purchased 2 other phones and not asked for insurance on either. The clique starts to malfunction (ghost pressing apps, bottom half of screen not working, power down magically, and let me not forget this is the 4th clique), call cust. service, I am informed it is not longer insured because it is not being used on the same line, the upgrade is insured. Which I did not request, then I was told the insurance only covers the line not the phone. Then I was told I have to pay $20 PROCESSING FEE, for their phone malfunctioning! I have done my part as a customer, Tmobile is ripping the consumer off!

A month ago, my phone lost service completely. It didn't work anywhere. I waited a few days and then got tired of it and took it into the store where an employee told me that it was a tower outage that targeted certain models of phones, mine being one of them. He told me that it would be up and working in a week or so. A month goes by and it still has no service. So I took it back in and the guy at the counter told me that the first employee was wrong and that my phone should be replaced --it was completely crashed. Now I have to wait for a new phone to ship out and I'm not getting any money for the time I didn't have a working phone. Also, at one point before I took the phone in the second time, I went to their online chat option and the person I was chatting with was INCREDIBLY rude and treated me like I was stupid.

As a paying customer of T-Mobile for over 4 years, my recent experience has been a very difficult case of being able to get proper information and a consistent understanding of options and services.

First, going back some time, the phone I have had for the last 2 years, the MyTouch Android device, has bugs and has consistently deleted crucial information (phone numbers, text messages, and other content) without my consent. When asked about a possible hacking fraud or security risk, I was unable to make contact with T-Mobile to find resolution as to possible issues if this was in fact a problem. When I explained that a family member had recently been a victim of fraud, that someone called saying they were me had said they were in the Dominican Republic and that I needed money to get out of jail, she obliged to help. So, she sent $4,000 via Western Union with the intent to help me. The only thing I could think of was that somehow my contacts and phone may have been hacked. There was mention of that being a possibility. It could have been through my computer, but either way, I wanted to know for sure and needed to do research.

Upon also explaining that my phone inexplicably was deleting messages and information, they explained that maybe HTC, the phone manufacturer may have updated it without my consent. "So", I ask, "HTC can just do that without any consent?" The technical support representative could not say for certain. So after discussing other issues, it was brought to my attention that I had the wrong SIM card in my phone. This was after almost two years, so I had the wrong equipment supplied to me to begin with without any kind of information or warnings. The way it was explained to me by technical support was, "Well, we can't just tell everybody who has this problem." Meaning that it is a known issue impeding proper service and there was no intention on T-Mobile's behalf to warn customers or provide information. Again, this was after almost two years.

Moving forward, the phone is obviously a problematic device and I needed to find a new solution. After going through a run-around with their "customer service", I had to wait for my contract to finish before being able to upgrade. So, with my current device obviously being on its last legs, I was going to upgrade a couple of days early.

The customer service representative told me that she would call me back if I'd like, as I wanted to look online at available options before moving forward. I told her to call me back at 11:00 AM two Sundays ago. Fine, that was no problem. Well no call. So I called back because there is stuff I need to do and I just want to resolve the issue. Finally after getting through again, I talked to a nice customer service manager who explained that I was able to acquire the new phone and subsequently defer the payments partially over three months. She quoted the cost somewhere in the range of $160, this was for the T-Mobile HTC Sensation. She told me to go to the store in Hawthorne, California, the closest store to me in my area at the time, and there I could take care of this and move on. Fine, that is why I called. To get the information I needed and to have an understanding of specifics.

When I go to the store, they tell me that it was going to be way more expensive than what I was told. Again, wrong information from what I was told over the phone and what I get from the T-Mobile store location. Needless to say, I did not make the purchase at that point. I felt it was a form of "bait and switch", which is why I called to begin with to make sure I was getting the proper info.

So fast forward to today, Sunday, July 31, 2011. My phone, the T-Mobile MyTouch is finally dead. Not being able to contact customer service via Skype phone (it could not understand me and whether I "said" what was prompted, or what was supposed to be dialed in) it would just hang up on me. The live chat was disabled and when I tried to go to the website to find a location, the website did not work. So lucky enough, my friend was able find a location on his iPhone. When I finally get to the store location in Encinitas, CA, I explained my situation. I'm told that I have insurance and that I also can upgrade. Seeing how I may have paid into insurance, and honestly I didn't remember, I figured it makes sense that I should rely on my insurance if I did in fact pay for it. So, upon paying $53 for a loaner phone, I went home to tackle the problem online and register with T-Mobile at phoneclaim.com. I go through all the work to fill my info, create an account, and proceed with taking care of the issue.

Then it says unable to process request, and that my phone is not covered by insurance. So, I then try to call customer service again today. When I finally get through and ask about my situation, I'm told that it was, "MyTouch 3G 2-Year Warranty - $29.99 One-Time Charge". Needless to say, I had again received the wrong information from the store and I had expended much time and effort to find a solution. Continuing on with the call, I further needed info as to what my options are. The customer service representative, who went by the name of Dulce, was rude and condescending. When I was relaying the issues I was going through, she interrupts me and asks, "What do you want?" I explained that I wanted to acquire a new phone with regards to the terms that I was originally quoted to by a customer service manager a while ago. It is then relayed to me that the "terms" have changed. I can no longer defer payments, and that I have to pay what was quoted. I explained my issue with getting the wrong information up until this point. And she just kept interrupting me and finally my sentiment was, "Ok, I get it, I'm obviously looked down upon because I obviously have a plan that had been grandfathered in, and that my plan is obviously more of a burden than really being about customer loyalty." While I did not say that, that was what went through my mind at that moment. I said, "Ok, I understand now. Thank you." The customer service representative starts to chuckle and says, "Good luck", leaving my situation completely unresolved.

While in the past, T-Mobile's customer service was great, it is now erroneous and apathetic. The products work less than advertised and have many obvious flaws and liabilities. As a paying customer after all these years, it is disheartening and frustrating.

Well in July of 2010, to be exact July 18, 2010, I purchased a Nokia E 73 cell phone from T-mobile. Right out of the box, the phone was defective. I returned it and got another. Not knowing the phone, I thought the second phone was malfunctioning because of my error. Turns out after trouble shooting the phone with tech support, that phone was defective too.

Another phone was shipped to me. Well, now that phone is also defective. So July 9, 2011, they sent me a refurbished phone guaranteeing me there will not be a problem. Well, I have had the phone exactly one week and that phone also, not functioning properly, keeps dropping connection to bluetooth, keeps turning self to silent so I cannot hear calls, locks up, freezes, connects to internet on its own with the key pad locked. They now tell me they will send me another. After spending the other night with tech support doing master reset and struggling with this phone, I want another phone. Not a Nokia E 73 as T-mobile discontinued the phone shortly after its release due to numerous complaints and issues. Yet, they keep sending me refurbished phones that are not functioning properly.

I did not get the original phone free. I had to pay almost 400 for it and I am sick and tired of them not dealing with the issue to my satisfaction. Obviously, the phone is prone to issues. They know this that is why they discontinued it. Now they tell me that I am the problem, I am not using the phone properly.

Just today I was in a T-mobile retailer to try to fix the problems. Bottom line, she could not. The new refurbished phone is defective. I have called them numerous times and keep hitting a brick wall. I want a new phone, not a Nokia E 73 or perhaps they should take back their non functioning refurbished phone and give me back my money, cancel my contract and I'll go elsewhere . Can someone please help me here. They refused to!!!

I was a VoiceStream customer for many years before the T-Mobile take-over. I have never had a problem with their service or their cell phones. That is until now.

Has anyone else had this problem? We have a Nokia E73 Mode. After only two months of use, the part that connects to the charger on the phone fell out. T-Mobile nor Nokia would replaced the phone. We had to pay Asurion $90 for another phone. The "refurbished" replacement had problems also. Surprising, since the customer service person told me that there was no recognized problem with this phone. We then received a "New" phone from T-Mobile. There doesn't seem to be a problem with the one we have now. I have tried to get reimbursed for the extra money we had to pay for their defective phone...but no dice that is "not their policy"! They would rather lose the 2 accounts of a $300+ a month customer than to credit me $90. When I think that I have stuck by this company for all of these years...

I have a T-Mobile LG G2X phone. It never worked properly. The primary problem I have is that it spontaneously reboots itself many times a day. T-Mobile acknowledged that this is a known problem but they refused to give me a different phone. They say that LG, the phone manufacturer, is working on a software fix. In the meantime, I need to suffer the consequences of a defective phone that can go south on me at any time.

I have been with T-mobile for 5 years. I recently upgraded my phone to an android phone about 9 months ago. About 3 months ago I started having problems with my service and the phone. I would drop calls frequently, my text messages weren't being recieved by others until hours after I sent them, There were times where I wasn't getting my text messages either and had to reset my phone and all of a sudden would be bombarded by messages and voicemails. My ringer on my phone would stop working randomly. My phone would freeze alot. I had trouble connecting to the internet, my signal didn't seem to be as strong as it used to.

At first they wanted to replace the phone. So I recieved a new one and sent the old one back. Then I still had the same problems, and called back it took weeks of different reps with different ideas of what it could be. I upgraded my android OP system, had it trouble shooted several times, was told it was a network issue once, finally someone wanted to send me a new sim card. I ordered this sim on the 13th of june. It was suppose to be at my house by the 22nd. I called back on the 22nd because I never recieved it, was told to wait a few more days. Then I called on the 28th had to go thru 4 different people one my phone cut out on in the middle of, the next one told me they couldn't ship me a sim card i had to pick it up in a store, the next had to transfer me, and by the fourth she had one overnighted to me.

I still didn't recieve this one until day 3. When I called after the 1st day to complain about not having it, I was told once it is in UPS hands it's no longer t-mobiles problem. I went through another 4 people to fix this ongoing issue. This is what there solution was she could either continue to replace my current phone with a new one because I had a warranty. Or she could waive my 2 year wait period and I could by a new phone at a discounted price. I told her it is a large hassel to continue to send a phone back and have to reprogram a new one when the service seems to be the issue not the phone. Why would I want to purchase a new phone when I just spent 250.00 dollars on this phone 9 months ago.

She just kept repeating that was all she could do for me. She also threatened me by saying she was sorry but I was under contract and these are my options. I told her I wanted out of my contract, I was going to go to a company who had better service and could do something for me. The next day I recieved the sim card, I put it in my phone. within 24 hours of this new sim card that was suppose to fix my issue a call dropped and my text messages weren't being recieved until 7 hours later. I was done! By this point I had also written letters to both the BBB and the FTC. I switched providers and went to Sprint. Now I am being called about my BBB complaint from the head customer service representative who still won't let me out of my contract, and doesn't care that I was having horrible service. This is BS.

I bought a HTC HD2 from TMobile about a year ago. I also bought the recommended insurance for the phone. I dropped the 1st phone in water (which was covered) and it was replaced by a phone that constantly froze up. It was always losing connection having to be rebooted losing data, after several hours on the phone with TMobile and several master resets they sent me a replacement phone. The replacement phone is doing the same thing. TMobile wanted me to start the process over agian for master resets and everything else. I told them I expected a phone that works and I refused to stay on the phone with technical support for another hour. I have been unable to make callouts for several hours and unable to connect to the internet. The phone freezes and then comes available.

When I called I was told that they could not see a break of "days" where I couldnt use my phone so I would not be credited for my account. I also explained I was unable to get another phone to call when I was having issues and they advised me to come to a TMobile store. After a very long 3 days of nothing but problems with my phone I went to the TMobile store. The sales rep tried to download my data so it could be saved and they could try a master reset. The phone would not work properly for him to download my data and he put me on the phone with Customer Service. He also got on the phone and told them he thought the phone should be a warranty exchange based on what he was experiencing with they phone. They told me I needed to be on the phone with Tech support and would have to do a master reset regardless of the lost data.

I did a master reset and lost EVERYTHING on my phone. They said if I have anymore problems to call back but they would not replace my phone. When I told the sales rep he was appalled and told me to call back and talk to a supervisor. I explained I had spoken to several supervisors but no one would give me 1) Customer Service or 2)another phone comparable to what I have. I also told him I wanted to be compensated for my times that I was UNABLE to use the phone even though I pay for the services. He stated he was very sorry but he did not have the authority to help me. I have been a tmobile customer since 2004 and have never had any problems until now.

I called customer service with regards to my phone malfunctioning to the point where I couldn't use it. I was advised that the I couldn't get the Motorola Clique as a replacement. I was then offered 2 phones that are not comparable to the Motorola Clique. Then to add insult to the service I have received, I was advised that it would be a $5.00 processing fee. Trisha asked her supervisor if she could waive it; but Sue (the supervisor) declined. I asked Trisha to speak with Sue. Sue declined to waive the $5 processing fee and then advised me that I had insurance on my phone. It was added on January 16, 2011; then I spoke with someone on January 25 and advised them I didn't want it. It still hasn't been removed. I have never wanted it and I don't want it now. How much clearer can I be? I have told Tmobile repeatedly that I do not want that insurance on either phone. When it was offered, I declined it and the gentleman put it there anyway.

The insult to someone's intelligence that Tmobile increasingly displays and apparently encourages is ridiculous. My phone is under warranty and Tmobile wants me to pay for shipping/processing every time it breaks down. How does that make sense? Tmobile offers no other way for their customers to return a malfunctioning phone that they distributed. Then I explained to Alicia that I was not in any way mad at her, but I guess she didn't hear that part and started cutting me off in the middle of my sentences. I asked for her supervisor because she was testy and in order for me not give her a tongue-lashing, it was best to escalate to someone who has the training to deal with unsatisfied customers. Sue advises me her supervisor wasn't in her office and would have her call me back. I asked for her supervisor's name and she tells me her supervisor will be out until next week, but she will have Lisa call me. We will see if Lisa can handle this simple task.

I'm starting to wonder if Tmobile hires and trains people in 1 day. I have never ever been one to write a corporate office as much as I have to with Tmobile. I have a life and it doesn't consist of calling and writing Tmobile monthly. In the last letter, I advised Tmobile that I would leave them. Well, you can guarantee that I am looking for a company to suit my needs and appreciates my business. I will be Facebook-ing, tweeting, and blogging about the lousy service Tmobile provides. It would be in good regard that you pull these phone calls to ensure that I am not over reacting to the things I have explained to you. Your customer service has declined severely. It's sad to say by this month and the next time, I will be with another company and if I have to. I will just go with Metro PCS because I don't mind paying for quality and that seems to be something Tmobile doesn't value. 8 years and this is what comes down to.

In May 2010, I renewed my contract when I upgraded my phone to a Motorola Cliq XT.. Prior to the end of the 14-day trial, I was unhappy with the phone and exchanged it with the T-Mobile myTouch 3G Slide. I have had issues with the 3G Slide resulting in having the phone replaced 5 or 6 times. The problems ranged from software issues such as: Non-responsive events, unable to call/dial contacts, sudden reboots, force closes, etc. In addition, manufacturing defects such as: Loss of volume rocker, loss assembly of slide mechanism, dust under the glass, earpiece speaker failure, keyboard backlight malfunction.

I called T-Mobile regarding a recurrence of a previous issue on my 5th replacement of the 3G Slide. The problem was dust under the glass of the phone. During this call, I told customer care that after so many issues with this make/model and resulting in several replacements, I lost hope for the 3G Slide and wanted to change models. I was given the option of either receiving the same make/model phone or the Motorola Cliq 2. I told the customer care rep my dissatisfaction with the "3G Slide" model due to the previous issues that I've had with the model and told him that I found the Cliq 2 to be a downgrade from my current phone with the following reasons: The Cliq 2 lacks features, which I frequently use, which had been the deciding factor in choosing the myTouch series phones in the first place. Specifically, the "Genius" button along with the voice command features and functions. Lack of physical track pad navigation which I use on a daily basis when editing text entry or to assist me in selecting specific areas on the screen. Cole Brodman, CEO of T-Mobile, made a "No phones left behind" pledge promising that the myTouch series phones would receive software updates to keep them from becoming outdated so quickly vs unreliable availability of software updates for Motorola Cliq series phones.

Mr. ** refused to transfer me to a supervisor nor did he do anything to resolve the issue other than repeat the original options given to me. I asked Mr. ** if he could replace my phone with the myTouch 4G which currently is the next phone in the T-Mobile myTouch series, which has all the features of my current phone, but he refused. He refused to cancel my contract as well. I am left with a phone that has dust collecting under the glass while I continue to pay my monthly bill.

I have been a T-mobile customer for years and enjoyed their service. I have received phone after phone with contracts from them. The problem that first occurred was my phone before which was the T-Mobile Wing. The T-Mobile Wing was a phone I had to return continuously, because they were sending me refurbished phones that had not been properly fixed. I would receive it and days later return it back. Then, I spoke with a T-Mobile technician and they sent me another same model of T-Mobile Wing, but still had the same problems.

Finally, when I spoke to a technician again they gave me 2 options. First, to return the phone and get another T-Mobile wing or second, get the latest phone that succeeded the T-Mobile Wing which was the T-Mobile Touch Pro 2. The Touch Pro 2 didn't sound bad, but I was comfortable with the Wing. After a few days past the same problem occurs and then decides to get the Touch Pro 2. The problem with the Touch Pro 2 is that it came with a contract which I didn't want at that time due to stability of my finances. I spoke with the technician and told them I wanted the phone, but not the contract. They then propose to buy the phone full out, which at that time was over $500.

I decline to pay it full, but still wanted the phone, because the fault with the previous phone was not my own but the manufacturer. The technician then patch me to a supervisor and the supervisor then said that they will send me the phone and I will have to pay a portion of the phone, because it was a popular phone at that time. I agreed to it, as long as I was not tied to a contract. About 1year and 6 months later I decide to leave T-Mobile and go to AT&T.

I called T-Mobile to pay off my full balance and let them know I will be terminating my service with them. They ask the reason and then allowed me to pay my full balance. Then after transferring my phone number to AT&T I was also speaking to a T-Mobile tech and the process went smooth. A few weeks ago, I received a bill from T-Mobile and I decided to call them about this bill. They then stated the bill was because I breach my 2 year contract with them. They claim that this agreement of a 2year contract was made via the automated machine and I gave my consent to this.

I told them I had no knowledge and even asked for them to play back that recording. They refuse to let me hear it and said they would call me back after someone one their end listens to it. They never call me back. Today, I receive a final notice to pay or be sent to collection.

I started T-Mobile wireless web in Nov. 2010. It worked well for about a month and a half. Then, the continually, repeatedly dropped sessions started. I can't have 10 minutes on the web without at least 2 dropped sessions. Note that this is web service, not using the web on a phone. A couple of weeks ago, the "Rocket 2" gave error messages on my computer of "USB unplug" numerous times. No, it's not loose: when I have a session up, I can wiggle it all around and that doesn't happen. It happens when the network causes it. I called tech support and they asked for error codes.

There was none other than the Mac based messages. The rep said she'd call back in 2 hours to check on them; she never did. Now it's repeated dropped sessions. It's funny how the sessions didn't drop when I was still in a period when I could have cancelled the service without penalty. My guess is that the network is overloaded (deliberately, for their economic benefit) and the sessions are handled in a LIFO stack. I just don't have a sufficient priority to get off the bottom of the stack. I'd like to see a situation in all those complaining file complaints with the FCC and then stop paying. See what they do then.

Back in January 2011, I informed T-Mobil about my phone that I purchased from them back on 6-02-10 for the full amount of $439.99. My phone was not working. I had a lot of dropped calls, missed texts, and the phone would shut off. It had technical problems! T-Mobil technical support advised me that they would be sending me a new phone and to send the non-working phone back with the packaging that will be provided to me by T- Mobil. I followed all instructions that T-Mobil provided me. The next step was to take the used phone to the nearest U.P.S shipping location. I shipped the phone back to T-Mobil with no external damages, no physical damage, or scratches! The only problem I was having with the phone was internal! I received a letter from T- Mobil stating that I have to pay $240.35. They claim they received the phone broken. I called T-Mobil on 2-7-2011 to inform them that the phone was in perfect condition when I sent it through UPS, and UPS should be responsible for those charges. I took it upon myself to file a claim with UPS.

On 2-09-2011, my claim number is **. As of today and 6 calls later, this issue still has not been resolved. I called T-Mobil today to inform them that the phone I have now is having the same problems like dropped calls, missed text messages, and the phone shuts off! I came to find out that they sent me a refurbished phone and that the phone requires a new updated sim card to cover the 4G network! If I would have known that it would take care of the problem with my new phone I purchased in the beginning, I wouldn't be going through all this stress and disappointments. I have been a loyal customer with T-Mobil since 2005 and they couldn't resolve this issue. That is why I'm turning to you! If you should have any questions, please feel free to contact me. Thank you.

I bought a brand new cell phone with the cost of $120 at a local T-Mobile store. The phone was defective after only used for 3 mos. T-mobile agreed to exchange it, but not a new one. When I asked them why, they said that the warranty only promised to exchange, but didn't say exchange to a new one. They play words with me. My 3 mos brand new phone will become a refurbished phone and who knows how old is that phone. Then, I was told that it would take 4-10 days to get the replacement phone. It has been 20 days, I still don't have the phone.

I have contacted them at least three times, and each time they say they filed report to locate the phone, and wait 3 more days. I have been waiting many more three days, and still don't get answer from T-mobile. I was also told that the refurbished phone wouldn't get extended warranty. I'm a prepaid phone costumer. The plan cost $100, only lasts one year. I'm losing both minutes and warranty. I feel that I was cheated on the phone (new phone becomes refurbished); warranty (1 yr becomes a few months) and purchased time on the phone (don't have the phone to use, but the minutes are getting expired).

I am a T-Mobile customer and have been for over 5 years now, and the only reason is I continue to receive a defective cell phone that is highly rated, and every time something goes wrong with a cell phone, they sucker you into an upgrade to help eliminate the problem or by the time you get fed up with the defects you're demanding another cell phone. This causes your contract time to increase and then you're stuck again and again, trying to prevent further credit issues, waiting on hold for a clear English-speaking voice has been totally difficult over the past 7 months.

You're on hold for longer than an hour and then you get someone you can clearly understand. While waiting I have made groceries, picked my child up from school, drove 20 miles to and from, put groceries up and taken a bath, and all you can say is, "We apologize, we're trying to resolve this matter". Yet, still it's not resolved. I have asked for the business address in which to forward a complaint because they don't have a specific site for customer complaints.

Today, April 14, 2011, they have come up with this site in which to forward a complaint, and they have there toll-free number that you have to call first, then from there and I have been on hold now 45 minutes, but where is that survey? I have been calling T-Mobile for the last few days, in reference to this Blackberry freezing up or what ever they call it. I have been unemployed for 7 months now and I have made sacrifices to keep up with the billing of high cost and overrated system they have at T-Mobile. When my phone shut down I had no idea of what happened until I tried to make a call and my cell said "call failed". Once taking the darn battery out and placing it back, there were 5 voice mails backed up on my Blackberry and my call list or if you want to call it a call log showed no recent calls.

I lost a job because of this because I was too late in responding and had to emergency calls as well and T-mobile customer service refused to compensate me completely, they just offered me a few extra minutes that I refused, because I did not have a need for them. One supervisor actually hung up the phone because I told her I was recording the call. I am very upset about losing that job, seriously, and T-mobile is ripping people off. Their customer service is poor, very poor, and I mean all customer service done on the phone and online. Total waiting time is 1 hour and 25 minutes and it took them 20 minutes to find a physical address for me .

I have a defective phone and called T-Mobile on several times; going through their customer care and technical support. After all their checking and turning off, my phone is defective and T-Mobile know about this problem. Now, they want me to call the insurance company and pay a deductible to have the phone replaced or pay to upgrade the phone and lock into a new two-year contract. This is total greed.

I bought a new battery and tried everything they asked when I heard from them that I need to pay money for a phone that has a history to be defective and which will not power up and if it does, it shuts off and I can't make any call with the phone.

My dispute with T-Mobile began over a returned non functioning phone. I received a text message from T-Mobile customer care department stating that I must return the phone or I will be charged. The same day or the very next day, I went to the T-mobile store located in Selden, NY to return the phone as was requested of me. However, I was told by the representative at their Selden store that I needed a laminated sticker in order to send it back.

At that time, I asked why they couldn't simply find the address and return it. They insisted I must "wait" for the sticker to come in before they could process the return. The sticker was ordered that day in the store and upon receiving the sticker, I returned to the store again the same day. I'm unsure how long they took to send it but the phone was return as was requested of me and only required additional time to process because of their policies, not my desire to hold on to a broken and useless phone.

Approximately a week or two later, the phone was charged to my account. I have called customer service (800) xxx-xxxx many times and have not received acceptable assistance. The offer they have made to discount my fee does not suffice because I am being charged full price for a phone I no longer possess (they possess) and I can only presume since no one is willing to send me this phone back that I am being charged for anyway, that they have or will attempt to refurbish and resell the phone. It was explained to the T-Mobile customer care representatives repeatedly that when I got the sticker, the phone was returned through the T-Mobile store. I am asking your assistance for the following reason:

The complaint from the T Mobile representative standpoint is that the phone was returned late. This may be true but is not the fault of mine. I returned the phone as soon as "their" policies would allow. Remember, I made an attempt to return the phone at the store but was refused because I was required to have the sticker. The point is that when I was notified, the phone had to be returned it was. If the customer care representative knew the phone sticker wouldn't get to me in time for the store to return it timely then other shipping options should have been provided or I should have been advised it was too late and the situation could have been dealt with accordingly.

Had I been allowed to return the phone myself and without this "sticker" this situation would not have occurred at all. For all I know, the store could have shipped the phone out days later or not at all. Now as it ,stands I do not have the phone but T-Mobile is requiring I pay for the phone and other fees are continually being added also. This type of business I don't understand. Upon speaking with customer care and being refused a credit for the phone and as my account continues to accrue additional fees now, I requested that my phone (technicality since I am being charged for it) be sent back to me. Of ,course this was refused also.

T-Mobile instead offered me a percentage off of the bill, which would have been okay if I was given a the percentage off and returned my phone to me. I can only presume that the entire dispute over this "returned" phone is because T-Mobile is only concerned with maximizing their profits to the demise of their customers. Why else am I being charged for a phone and all the additional fees that can be concocted while I dispute the charges? Why hasn't my phone been returned to me? I have made numerous calls and sent letters but have received no response except a mounting bill. If the phone has been refurbished and resold that's fine but then why charge me for it too?

I realize that as an item of inventory, the phone was sold for profit and refurbishing it is a way to maximize profits on the item. But this, this is pure and simple robbery and business at it worst. I believed in T-Mobile and I hoped this belief in their company could have been salvaged but it seems that hope was wasted.

Through miscommunication or a slow based return system, this problem has occurred but I expect it should not be hard to rectify. I consider myself to be a reasonable person but I also believe it is unreasonable to ask a customer to pay full price or even a discounted price for a phone when I do not possess the phone. I do not feel that I should have to pay $287+ mounting cost because no one could find a shipping address.

As a customer of T-Mobile since Jun 2007, I paid a deductible and insurance premiums and received replacement cellphone by mail Aug 2010. I opened the box, read the directions, placed the broken phone in the self-addressed stamped white plastic envelope provided and dropped immediately in the mail at the post office for extra security(USPS).

I then immediately called T-Mobile to notify of the return. Representative identified that the phone should have been sent by UPS, not USPS in the other envelope. The representative stated that I should ask the post office to retrieve it before mailing and reported that a "handset order research" form was filed. I checked back weekly with T-Mobile for progress report.

After several weeks, I was relieved to be told by their representative that I was not to worry as I would not be charged. So I stopped checking, knowing that they would contact me when the phone was recovered in their system. On October 29, 2010, I stopped in the store with handset problems and was alerted by the clerk that I had a bill of $533.15 and discovered that I was now being charged for the phone after all. I called customer service and told I was charged a restocking order of $443.70 and was refused to speak with the supervisor after asking 3 times.

Directions in the box did not designate which envelope to use and the broken phone was returned to their system in their self-addressed envelope. It supposedly cannot be found and it is, therefore, not fair to charge me $443.70 for a phone that I already paid for and own so that they can sell it to someone else. On November 5, I was told that they would do a search again and have a supervisor call me on Monday about the situation and they would offer me a 30% discount. I would still be charged over $300.

I have a new (less than 2 months old) phone (family plan with 3 lines) and my phone has no sound. No rings, no alerts, no sound at all. I took the phone to the store that we set the account up with and they couldn't help and referred me to the 1-800 number. I called and the rep helped diagnose the problem and told me I needed a new phone and they would ship it to me, so I could put my Sim card, battery and back on to the new phone and be back up and running. She further explained that I would have to pay $9.99 for this exchange.

I didn't break the phone - there isn't a "store" that I can drive in to and get a replacement so why should I have to pay to have it shipped. This phone is new and I don't abuse my equipment in any way! (my son has the same phone and "uses" his and it is fine, but mine "broke" already). This sure isn't keeping this T-Mobile customer happy and sure isn't creating any future business with this family.

My T-Mobile mobile phone stopped working, after half an hour waiting on the line, the representative told me they lost my number in their network and that it would take them 3 to five days to restore my number.

I explained them it would be useless to me because I would have left the USA to be back home by that time and I would lose the US$ 50 I had on the phone and I expected to use to place calls. They said, there was nothing they could do about it. I explained I would like to have a refund on the credit card I used to pay the credit. I asked them to send me an email, so that we could have a way of communicating since their chat or online service doesn't work and I didn't want to wait on an international call for another 25 minutes. They said they couldn't send emails.

The representative transferred me to a third person and they left me waiting twenty minutes more and they hang up again. It is revolting the way they treat their customers. The nice talk of the representatives is useless, since they are not really interested in speaking to the customers. They leave us waiting and do not offer a simple email complain system. I want my money back.The best way to be in touch with me is by email **. I spent US$ 15 on the phone credited US$ 50 twice and the second recharge was untouched. Plus I spent almost one hour on the hotel phone waiting for their solution. God knows what the animal kingdom lodge will charge us for that.

In January 2010, I lost service on my cell phone and contacted T-Mobile regarding the issue. When I attempted to make a cell call, I continually got the message "Call Failed" and the call would not go through. I contacted customer service and was told to reset the network on my phone using the Network settings option. The issued continued and I called again. I was then told to reset the network each time I wanted to make a call or visit a retail outlet.

The retail outlet convinced me to get a new phone free of charge, which I did. The new phone had the same problem so I took it back and got a replacement that also did not work. Six months had lapsed without cell phone capability to make calls. In frustration I cancelled the plan. I am now being billed for a cancellation fee of $200 for cancelling the plan early. I was told that when I got the new phone I also entered a new contract.

I called customer service again on 09/22/10 to determine how I could appeal the discontinuation fee. After going through my dilemma with their service, I was told that there was no way to avoid the discontinuation fee. In further talking to the rep, there were no notes in their system regarding my non-service issues except for my first call in January. I asked what would be documented from the current call and was told that the documentation in the system was that I was given a explanation of my responsibility for the discontinuation fee. I asked why there was nothing about the issues that I had just expounded upon again, for the fourth time, and was told that there are documentation standards that are followed that did not include documenting the nature of my call.

I have paid in excess of $230 for the service that did not work between January, when first reported, and August when I cancelled the plan. T Mobile will not consider a refund of those payments nor will they consider waiving the discontinuation fee for terming the plan that did not work. I was further informed that if payment of the discontinuation fee was not received in 10 days, the account would go into collections. I would appreciate any assistance with getting the discontinuation fee waived or getting the service fees I have paid since February for the non-working service returned to me and an avoidance of collection activities. I have informed T-Mobile that I have no intention of paying the discontinuation fee and that was documented in their system.

When it does become semi-operational, I try resetting the calibration but it doesn't solve anything. Before I got this phone, I had other problems with other Tmobile phones, so I tried to switch companies but a $200 contract cancellation fee is required. Because I can't afford that, I decided to stay with Tmobile and try this current model phone. But of course once again, I am having problems with my Tmobile cell phone. How is it that no matter what model phone I have, I continue to have so many problems?

I purchased a $400.00 phone approx. 3 months ago. I have problems with the functions of the phone working correctly from the time I rec'd the phone. I initially went into the store for help. Then after that, since I continue to have the same issues with the phone, I called customer services, who tried to fix it over the phone. He was not able to correct the problem. So I was sent out another phone. This problem cont. with the phone. This is a touch screen phone, which sometimes the touch screen does not work, the screen goes black, so therefore I cannot use the phone. I am unable to look at mu e-mails because the screen will not move. I go to make a call and the phone dials someone else's number. I have to take the back off of the phone and remove the battery in order to turn the phone off because the screen is black and I cannot see anything.

I paid $400.00 for this phone that never worked correctly from the day I rec'd the phone. They have sent me a refurbished phone and want to send me out another refurbished phone. I will not accept a refurbished phone when I paid for a brand new phone. I have not been able to enjoy the luxury of all of the functions that I paid for. So therefore, I want a new phone not a refurbished phone. I have been with T-Mobile for over 4 yrs. I am paying for service every month and I want to be able to use this service as much as I want to, when I want to without issues.

I have had cellular service with T-Mobile since 2008. I am on a family plan with my daughter in Virginia Beach. Since March of 2010, I have been complaining about a problem with dropped calls, no signals and the phone going into "Emergency calls only" mode. I have spoken with T-Mobile on more than 20 occasions regarding this matter. I did relocate about an hour away in October of 2009 from the original service area. I am disabled and live alone and the phone and service is very critical to me.

T-Mobile has strung me along since March of this year, and decided last Saturday, August 21st, after telling me to go to the nearest T-Mobile Store and upgrade to wi-fi to improve the service. I have to travel an hour and pay a $17.00 toll and gas to get to the nearest store for them to tell me that they are basically not going to do anything if I don't pay extra money, that I don't have because I am on a fix income, to get a more expensive phone with a data plan that I cannot afford to fix the problem. I was informed by them that I was to be compensated back from March once the problem was fixed.

Now they are offering me one and a half month compensation. Please help me, I have not received the service which I have paid for and now I am being told to kiss-off to put it nicely.

My son is in Afghanistan and this is taking a toll on me and him because he worries about me when we suddenly get disconnected and we can't get back to each other. The stress of dealing with this for such a long period of time is very stressful on me and my family. The money being paid out on a monthly basis and not receiving the services that I am paying for seems like a breach of contract.

Purchased vibrant because of the mobiketv. Unlimited minutes, text, internet, everything. Bought phone over the phone as upgrade for 2 more years service. 8/17 about 30 days after and having the phone received message data threshold reached. The customer service woman said if you watch 4 or 5 shows you can reach the the limit and they cut your data usage way down.

I had called because the phone will need send email and jet flicks will not work. Mobile will run 10 seconds after it loads for long period of time which runs the battery down but 10 seconds every few minutes makes show unwatchable. The phone is only usage for calls some text and very slow internet.

Do not have home phone or computer. Bought phone for entertainment points paying more for service and getting less than service than I had with last phone. No one told me I could not use phone. Unlimited, I thought meant unlimited.

There is a known problem with the T-Mobile HTC My Touch Android phone. The OS isn't compatible with the SD cards and when trying to execute functions (camera, ringtone) you get the message SD card error or no SD card. T-Mobile has sent me two replacement phones, and all 3 phones have had the identical problem. Instead of wasting money sending me replacement phones, why don't they correct the problem? Some web reviewers stated they corrected the problem by buying a class 6 SD card. I tried. Still didn't correct the problem. T Mobile customer service is very helpful, it's just a problem beyond customer service. Google: My Touch SD issues. Can't use the phone as intended. The camera and ringtones are important to me.

I bought three HTC HD2 phones (by windows) in a T-mobile account ***. The device doesn't work at all and T-mobile refused to exchange the device for a different model. They exchange the phone for another the same that gives the same type of problems. No improvements whatsoever. The worst part of this situation is that we stay without a phone for 3-4 days delivery time for the exchange and there is no credit on the bill for the days without a phone. I need my phone to be changed for a different device with a good performance. I work on call so when my phone is not working I cant get my work assignments; therefore I can't work. Due to financial situation I don't have a home phone so I depend on the cell phone for all types of communication.

I have the Nexus One phone I purchased my phone back in February. The problem I had was my ear jack not working and the phone freezing up. They trouble shoot it and it still did the same thing. I called back and we troubled shoot it again, still doing the same thing. Plus, know it keeps popping up that my Gmail is not responding. I purchased this phone brand new and it still looks brand new. I never dropped it and it doesn't have scratches or nothing.

They offered me a refurbished phone with a $539 deposit. I don't think that's fare when I purchased it brand new. I would like a different phone or I want to cancel my service and go some were else.

I purchased a new Blackberry telephone a few months ago. There was some malfunction which led me to return the device. I was given a replacement and then on August 4, 2010, I experienced another problem with the Blackberry phone. I charged the phone and when I tried to turn on the device I receive an error message 523. I went to one of the retail location on Flatbush and Fulton. I spoke to a customer service representative and explained the problem. I was informed that I would need to speak with a technical support representative over the telephone. When I spoke to the representative, I was told that a replacement would be sent to me within 7 business days and that I would be able to have a loaner phone. However, the call was disconnected. I informed the representative of the issue and in turn the representative in-house re-dialed the number for the technical support department.

I spoke to a representative within the department by the name Dino which in turn gave me a credit of 5.00 dollars. I informed the representative of the previous conversation which was disconnected and informed him of the issue with the Blackberry. I was informed that I would be able to go to another location to get a loaner phone. However, no one in the original location or over telephone told me that there would be a $54.44 fee for the loaner phone. When I arrived at the other location, I spoke with the store manager Rhon who informed me that I would have to pay this fee in order to receive the loaner phone. I informed the manager that no one informed me of this fee for the loaner phone and I spoke with a representative in house and two representatives over the phone and no one informed me of this fee and I was left with out a phone for over 7 to 8 hours.

I followed up with the same department on August 5, 2010 to address this issue and have the matter investigated yet. I was not given any response as per why each representative of T-mobile gave me in accurate information and why I was informed to purchase a new phone during my visit with the Flatbush store or why I was not informed of policy and procedures of the company on loaner phones and fees. I was unable to receive an urgent message from a friend that was hospitalized on the same day.

I am unable to connect, the calls failed or dropped calls, with no internet access and I receive emails, texts and MMS 6 hours late or not at all. The reason behind is congestion. I've called several times to complain about reception and network issues but all they tell me to do is remove the battery. I'm an asset recovery agent and I need to be able to contact people and check the location of tracking devices from my blackberry.

I have multiple problems. I purchase two lines, two phones through Amazon with T-Mobile.

On May 12, 2010, I called T-Mobile because my phone was defective. In the call, they notified I had 23 minutes left from the 400 minute plan, and as a courtesy ,they would add 150 minutes for each line. At the end of the month, they were charging $37 extra for minutes over. The representative Corlie (ID# 1270786) stated their system had probably not updated on May 12 and I did not have 23 minutes left, and she could not verify when the bonus minutes took into effect. To summarize the story, Corlie stated I would receive $37 credit on June 2nd statement, because she could not verify when the free minutes took into effect. I never received the credit, and T-mobile supervisor says they have no notes on my account regarding this credit. I asked to verify if T-Mobile is accredited with the BBB and Kim, a representative (ID#0840127), stated that yes T-mobile was accredited.

After this, I had more problems with them receiving the defective phone. Representative Matt (ID#0840892) stated they have the defective phone in their possession as of August 3,2010 but they are still charging me restocking fee of $394.83 and I still have another year of contract. When I call, the reps say I am under investigation, as if to scare me because I asked about leaving the contract. They said $200 each line and then the rep said it would be lower later but no answer as to what the amount.

I purchased the defective phone through Amazon for $50 for 2 years. Once again, I asked if they are accredited with the BBB, and Matt stated he did not know what that was and then placed me on the line for a few minutes.When he came back, he said yes they were. I went to Colombia in June and I was told I could be charged .35 cents per text what they didn't tell me was that I would be charged for all incoming calls while I was away. I am now charged $38 for both phones for incoming calls while in Colombia, that I did not take. I have been making payments even though I have disputed these 3 charges. The past balance of $444.56 I have not payed for the cell phone that they have in their possession and are trying to add restocking fee as of July statement.

Throughout the multiple calls, I have been put on hold for more than 20 minutes, hanged up on, questions are evaded and they repeat the same sentence without answering my questions and I have had trouble getting transferred to a supervisor. When text messages come in or out, the same messages is sent more than once. Calls are cut off due to bad receptions. I have received complaints from family and friends that they have called and I did not show a missed call. Overall, I have been given misinformation from the representatives when I call, regarding their "whenever shared minutes" left on the phone. They also omitted information regarding roaming international minutes. And finally, $394.83 charge for restocking fee, of the defective phone that they already have in their possession. I was told once they receive the defective phone, I would not be charged restocking fee.

The most important issue I would like resolved is the defective cell phone which T-mobile stated I would not receive restocking fee once they had it in possession. Secondly, I was not informed of incoming calls which are charged regardless if you answer or not. I would have not have taken the phone and used the text messages in Colombia, if I would have been given the correct information. Third, I was told I had 23 minutes left on the account. It seems the representatives do not have up to date information on their system regarding minute usage and when free time bonus minutes start to apply. Therefore, I was charged extra. Representatives can tell the customer they will receive credit and omit this information on the account, and there is no credibility or way to verify this information in general. I would like to receive a credit, for these 3 issues and cancel the contract, for fear of future extra fee's that will be added and their supervisors do not take the time to investigate the fee's or problems arising from misinformation from the company. I would also like to know if the information given by the supervisors, that T-Mobile is accredited by the BBB, is a true statement.

$394.83 for defective phone, that would be accredited once they receive it. I paid $50 for this cell phone, not $394.83. $37 for credit that Corlie (ID#1270786) stated I would receive because I was still within my free bonus minutes. $14.95 roaming charges for one line, on calls made while I was away in Colombia; $23.92 for second line, for incoming calls not answered, while away in Colombia. Representative did not give me all the information regarding international usage, only information regarding the text messages. Total $470.70. The feeling of being threatened to the point I have to stay with T-Mobile because I'm afraid my credit score will be damaged. This issue has me worried and I honestly don't know where to go to or who to complain to.

I purchased two phones that are still under warranty and both phones are broken. One, the back keeps falling off and the other has a lot of static on it. I went to the store where I bought them to get my phones exchanged. I was told when I purchased them, that as long as I have the extended warranty, all I had to do was bring them back and they would be glad to replace them at no charge; hassle free. I first tried to get them to honor their word on July 23rd 2010. They would not honor their warranty yet there is no physical damage to the phones.

T-Mobile's technical support has already determined that they are manufacturer's problems and that I did what the store asked and contacted technical support. I went through all of their hoops to determine that the phones are defective. I was told that all I had to do was take them to a T-Mobile store and they would be happy to exchange them. I went to two different stores and they were anything but happy to exchange them.

It took an extremely angry call to a manager to get any resolve. Even then I was told that there may be a $100.00 charge if they find anything else wrong with the phone. I do not trust that there won't be something else wrong with it when I send them back. While I was in the store on Arlington in Riverside, California, there were six other people in the store that were just as angry as I was about T-Mobile.

I have been put into a position where I had to get extremely angry and potentially embarrassing situation inside of stores. I have been inconvenienced because my phones still don't work and I have had to run all over town trying to get decent customer service. I have lost time away from work, home and family trying to deal with this.

I have been with T-Mobile since 2006. This time my old cell phone blew up; the battery cracked after I had been into the store 6 times complaining that the phone was getting hot. Then I spoke to a guy on the phone one Sunday morning, who left me feeling he had done me a favor since I was a week away from an upgrade and they could not locate a replacement battery.

I was set up with a new phone and I thought I would be able to pay it off in installments. When I spoke to 4 people on one phone call July 1, 2010, I was told by one lady to call back by the 21st of July and payment arrangements would be made. I would need to get a loaner from the nearest t-mobile store and mail this phone back for them to do it.

Today is July 19, 2010 and I have spoke to 6 different people. I was told 3 times I would be switched to financial care where I kept getting cut off. I feel I was lied to from the beginning so when I pay this last 2 year agreement off I will not be renewing my account. I will make the payments monthly as I always have. But I cannot give T-Mobile a good recommendation to anyone.

I should have known better. Now, I am stuck with a $300.00 bill of which I have to pay $175.00 for a phone. I have never in my life paid that much for a phone not even a dress or a pair of shoes. If I had known that I could not be put on an installment plan where the monthly payment would be less, I would have gone over to another carrier instead of stay with you people. I live on a fixed income. Now, I have to make a decision to let my medicine go and pay for this phone.

But I want to thank you for the lesson. Every old person should get one often to remind them never to trust anyone. So thank you very much for my lesson.

I would like to express my experience with two of your stores. Recently, I had problems with my refurbished Blackberry 8700 curve. PIt appeared to be a track ball and keyboard problem. My first phone had a microphone short. The refurbished phone lasted a short time.

Service at T-Mobile had always been a good experience until I visited the store at I 45 and College, store # 8363 Houston, Texas. I had a very difficult time with an employee in training (Jessica) who informed me to go home and call customer service! How do I go home and call customer service on a phone that is not working? She said it was a warranty issue and I would get a phone in 3 to 4 days. The reason I stayed with T-Mobil until this time was because of consistent quality service. I carry a Blackberry because I have a business and employees and customers can contact me direct. I believe in customer service and it has rewarded me well. My old customers are 90% of my business. Without them, I would fail.

I decided to go through the chain of command because it was clear that this employee wanted me out of the store so she could make sales. I asked to the store manager who backed her employee confidently. Rola even gave me her dealer code of **. After several direct lies from Rola that the 8700 was an excellent phone with no track ball problems and that T-Mobile did not even have a new improved track pad, she seemed very happy with herself. I left the store heading for a new cell phone provider. Service with T-Mobile was now worthless to me

A friend, who was with me at that time, suggested that I try another store. He had worked in retail and could not believe the arrogance he was hearing. We stopped into I 45 and Almeda - Genoa and talked with a helpful employee named Bryan **. The customer service seemed to be his only concern. He introduced me to the store manager, Matt **, who was very helpful and I went out of the store with a loner phone.

Purchased a new My Touch Slide today. For me an upgrade from a G1 with an existing data plan. After coming home and repeatedly trying to set up my email account with no success, I called customer service. Long story short, the gentleman on the phone claimed the store made an error that he corrected and I would be good now. After a number of further unsuccessful attempts I called again. This time, the young lady insisted that we need to reboot as the system had somehow not recognized my phone. OK.

Now after several more attempts without success I call again. This time I am informed that it will take 48 hours for my new data plan to take effect and I cannot go back to using my G1 as they are different plans. When I insist I need my data plan and should have been informed of this issue to be able to adapt, I get only an apology and then a suggestion that I might try my G1 anyway as they will try to rollback the plan. When I ask what will become then of the My Touch, I am told that it might work but if not I can always try again.

Loss of communication with business contacts.

A month ago, I purchased a My Touch phone from T-Mobile. From the moment I got it, I was in and out of the retail store and calling to get issues fixed. To make a long story short, after dealing with this for a month, I was told it was the SD card (that was sent out with the phone). I was also informed since it was the SD card, there was nothing they could do and that this is not covered by them even though they were the ones to send out a defective product. So now I get to spend roughly $60 to replace their defective merchandise. In some misdirected effort, they sent me yet another phone, no not an SD card like I was told was the issue but another phone, which of course still had the same issues due to the card being the problem and not the phone.

So I have to get that sent back in (as if I have nothing else to do). To add to irritation and inconvenience, when I purchased the phone, they sent me two and charged me for two and when I called denied charging my card twice. So not only was I charged twice but I had to eat part of the cost of sending back one of the phones as they only gave me a partial credit to ship back the phone. I have been with them for quite a few years and I do have to honestly say that anytime I have to deal with customer service, it is horrible. The customer service service crew is very polite in the way they tell you they are always so sorry they can't help and they are very understanding of your frustration but they have never actually "fixed" an issue.

I have T-Mobile for the first time. My phone drops calls, does not allow email function, and confuses text with email. The phone has never worked correctly even after resetting. I have written two letters and spent at least a total of 4-1/2 hours on the phone. No one has helped. I cannot call to check my messages from clients frequently. I cannot make calls, and if I am in an emergency, this phone cannot be trusted.

Later, I called them and asked to get my refund because there was no use of using such phone and I told them that I am going to return their phone back to the company. They refused to give my money back and they said that they no longer deal with my problem because I have used the phone for more than 14 days while I had complained them 4 days after I got the phone. They charged me another phone as well which they had told me its free.

Now, I am with the broken phone that they had sent me and I wasted more than 10 hours dealing with same problem. I am really tired of it. I asked them to cancel my account but they told me I have to pay the cancellation fee. How am I supposed to pay the cancellation fee if they are not providing me a good service? I have signed the contract to get the good service not like to get the bad service. They charged me over $199.00 extra for another phone they sent which was supposed to be free.

I bought two brand new phones from T-Mobile and after a few days, the service on one of the phones was horrible. I called T-Mobile and told them about the issues I was having with the phone. So they sent out a refurbished phone and had me switch it out with my new one. Not to mention my phone was still in good shape because it was brand new. I sent the phone back then when I received my bill and it was $600. I called the company immediately and one of the sales representatives apologized for the inconvenience and said they would remove the charge right away because it showed in the computer they received the phone.

The continuing month, the charge was on my bill again. I called and they said they were sorry and the notes said it was supposed to be removed. I got a call from a sales representative a couple of days later saying they cannot remove the charge because they received the phone 60 days after it was sent out. The rep told me the date that they go by is when they receive it not when you actually turn it in. I told them it's not fair that I have to pay for something I do not have and they have and if I had to pay then can I get the phone mailed back to my house.

The supervisor I spoke with said that the phone was long gone and you should have sent it back in a timely manner and should have read your packaging instruction. I was insulted. I am a loyal customer to T-Mobile with two phones I pay my bill every month on time, sometimes before it is due. I am in the process of paying the $600 because I need my phone service and I am in a two-year contract with them and if I cancel my service, I will be charged $200 for both phones. I am very unsatisfied about the way they treated me as a loyal paying customer and would like to get my money back and cancel my service.

I ordered a cell phone from T-Mobile and the phone was sent with a defect. Plus, it was not properly set up on my account the way they contracted me to set payments up for the purchase of the phone. In return of their error, they resent out another phone, same model, with the corrections done on the billing information. But they did not send me a pre-shipping label with the other phone, but a merchandise recycling bag to return the first initial phone back--which was done on December 15, 2009. As a couple of weeks went by, I noticed that my bill was very high (over $500.00).

I called T-Mobile to discuss why my bill was so high and they stated that I am being charged for a phone that has not been turned in. I replied back that the phone was being taken to the UPS office and dropped off with the bag that was provided by T-Mobile. They stated again that it was not received. So I went back up to UPS and the young lady that received the phone from me at UPS wrote out a statement that the phone was turned in to be mailed back to T-Mobile recycling center. Plus, I had the owners of the UPS store run the surveillance tapes back showing me dropping the phone off and the customer service rep for UPS putting the phone in the correct box to go out in the mail.

Plus, I got UPS to talk to T-Mobile to verify the transaction taking place. I also got UPS to write out a letter to T-Mobile that this transaction took place and mailed it to the customer resolutions center. It is February 28th, 2010 and this is still an ongoing situation. I have gone far and beyond to resolve this but they continue to give me temporary credits stating that they have not found the phone.

I have been battling with them too long with this irresponsibility on behalf of T-Mobile from the beginning. I feel that they have not been fair to whose fault this is. Someone in the recycling center is not doing their job to locate this phone and not caring that this bill is trying to get charged on my account when I have done all that they asked to get my end covered of clearing this phone off of my back and that I am not responsible for the phone. I have done everything to prove that that phone was turned in as it was supposed to be per T-Mobile. Thank you for your time of reading this and I am very upset because T-Mobile continues to cut my phone off and on because they are not trying to do their job on this situation.

I marched into T-mobile last April with great enthusiasm for obtaining a new cell phone plan and a fancy Blackberry for only $50. I went back 28 days later because the Blackberry Curve was not what they said it was (internet took forever, track ball didn't work). So the salesman told me it's just not their best model and if I want a better phone, I should have gotten the Blackberry Curve 8900 which would solve all my problems. So I fell for it and shelled out another $100. All seemed fine for a month or so until I woke up one morning to find all of my media (pictures, videos, music) erased. I took it straight to the store and the salesman said that kind of thing does happen. He did his best to recover some of it but basically it has wiped off the important stuff.

Then a couple months later, the trackball got jammed to the left which made internet use impossible so they sent me a replacement phone. I have a Mac and Blackberries don't talk to Mac so I couldn't back up my data and lost everything again. Then a month and a half later, the internet and messaging went out. I tried calling customer service and they said to call them on another phone (which I don't have). My housemate even works for Blackberry and could not explain the error message I was receiving. He lent me his phone to call customer service and after an hour of being transferred, holding and chatting with an agent, his phone battery died and the problem was still unsolved. The next day, I called back to discuss my many issues with the "retention" department and they ordered me a replacement phone.

They keep sending me the same model with the same problems. I have been in my contract for almost a year and have had nothing but negative experiences with this Blackberry Curve 8900. I am now on my fourth phone, hand writing my contacts one at a time. I've begged and pleaded to get some other phone but customer service says my only option is to "upgrade" (which means I pay full price for a new phone). I've spent $150 and countless hours with customer service because the phone I have does not work the way they said it would and now they say the only way to fix it is to give them more money. I feel like I have paid too much for too little and I'm going insane. What do I have to do to expose this scam I'm caught in?

On several different new phones purchased through T Mobile I have had 3 really bad experiences with them. The first was a Blackberry pearl which I bought new and within 3 weeks, the phone screen went out, they replaced with a used one and this continued until my warranty was out and I had to purchase a new phone, the second phone was a Nokia flip phone which I had several different issues and the same thing they replaced with a used one each time until the warranty ran out.

I then purchased the the G1 Google phone and this was the biggest mistake I have made, nothing but problems and of course T Mobile would do the usual. Sorry we can't help you but you can eat the cost and buy a new phone, which I did, and now I have just purchased a new Samsung comeback and less than 3 weeks but more than the 14 days they give you, it went bad as usual. Well, the usual we can't replace it with a new one because you are past your 14 day new phone warranty, however, we will replace it with a used phone but your warranty still runs from the original purchase date.

Why does the attorney generals office of consumer affairs dept. keep letting these cell phone providers rape the American hard working people with their policies and bull crap of 14 day new phone warranty and ripping the people off of hard earned money and when you try to get out of your contract, they want to charge you for that. When will someone in our great country stand up for what is right and do something to help the middle class people from being the victim of this unusual standard of policies and unfair actions without being held responsible. Going weeks without a phone while you wait for your used replacement and they offer no cost reduction to your bill for their defective product and the cost of shipping and purchase of new phones only to be replaced with a used one, where they are making a fortune by reselling and using these phones for replacement.

I have my phone replaced by insurance company Assurant, three times with only the same phone. They told me that I would have to go take it up with the store to give me a different phone. I am recovering from back surgery so when I was able to go into the store. They told me that they could give me a loaner until the insurance sent me another of the same phone that I have, but if I wanted another phone, I would have to buy one. This telephone is so messed up that I cannot hear it ringing if I am holding it in my hand.

I called customer service and they sent me to sales. I have been paying $122.00 every month and have never missed paying. Sales told me that I should have been paying $59.95 per month and he told me that something was wrong so he told me that he was going to switch me back to customer care. Well, he just sent me back to the automated answering and I finally got to customer care.

I talked to a guy and he told me that I was actually supposed to be paying $69.95 and with taxes and maintenance that I was supposed to be paying only $99.99. When I questioned him on how they were charging me $30.00 tax on $99.00, he tried to clean it up by telling that there were taxes on each benefit that I got. I told him that they can't charge me tax except on my total bill. Then he told me that there was a glitch in the computer and that if they didn't watch it that even though a customer's bill had been paid, the computer would still cut your service off and that all the customers had to pay for this. I informed him that it was not up to the customer to pay for the problems that they have with their computers and he told me that all the customers were paying. I told that I didn't care what the other customers were doing but I was not going to pay for their problems and I told him that I was going to contact the FCC about this.

It has gotten worse with my phone since I spoke with them on Sunday. I am on a walker and have limited mobility. When I went in to the store 2 months ago, they told me that there was nothing that they could do for me. I told them that if I violated my contract, they would disconnect me and send me to collections and just as I am held accountable to keep the terms of this contract then they needed to keep up their end of the deal.

My wife and I have had nothing but trouble with our T-Mobile cell service this past 6 months. We keep having calls dropped, and once they dropped, the phone will not allow any incoming calls for quite a time period. We have changed sim cards three times, and phone, two times. When I spoke with a representative, the only thing they said they could do was give us more minutes. More minutes is not going to do us any good if we can't even use what we have.

I have even spoken with a supervisor, and they did nothing to resolve our problem. The service is terrible. Fortunately, our contract is up in the next month, so we will be changing providers. I have been so discouraged with T-Mobile that I had to report it. Thank you. We have been paying for service for several months now without continual usage of our cell phone. Being cut off from a conversation when dealing with business issues is embarrassing and frustrating.

My phone fell on the wet floor. The battery fell out of the phone. I only can use the speakerphone to talk.

I returned a defective phone. I returned the phone within two days. I was charged a $10 restocking fee. Plus they did not give the full amount on my credit card. I spent 4 hours in the store the day after I bought the phone. When I got home, it still was not working. I'm mad for being charged $10 restocking fee for a defective product.

I tried to use $50 debit card I got from T-Mobile when I purchased two new phones and extended my service contract for an additional 2 years. But card was locked up at $43.56. When I called T-Mobile customer service to complain, Lisa, the rep, said I actually overcharged the card by $6.44 and that I owed T-Mobile that amount. I asked how could a $50 debit card be overcharged when that was its limit? Rep had no answer, but she said that I'd soon be getting a bill for the amount owed.

I told the rep that debit and gift cards are a gimmick used to make rebates/allowances amounts offered by companies as difficult as possible to access/recover. And that, as a result of my experience, T-Mobile would soon be losing me as a customer, which I've been for more than 12 years. By the way, the debit card was issued by CitiCards, another company I'll never do business with again.

i called tmobile for the reason of signal lost and drop called, i asked them if i could get another phone, they didnt do nothing for me or try to get me a new phone, or discounted after having issues with them that they give to a friend my personal information. they still didnt try to to even help me, there flex account are bad, i had to change to a new company and the take care of costomer issues

thank you.

with t mobil now 4 months. i hear static and echoing on my phone. t mobil exchanged my phone for a new one and now they want to do the same thing again and charge me shipping fees and i feel they just dont care

I had service since 2006. In 2008 my daughter replaced a lost phone, with no mention of this extending my contract. It did, and since that time, I have had very little to no service on either phone.

I live 1 mile from the T Mobile store. I've reported the lack of service many times, had the chip replaced each time, with no improvement in service.

It is Dec. 13, I went with another provider, and called to cancel my service.

The replacement phone, that has never worked, is under contract until Aug 10. I was never informed of this.

I can pay $40 per month until Aug 2010, or $200 to terminate. I choose $200, but T Mobil will not turn off the service and continues to count each day the phone is active as billable.

I have no coverage, can not call or text, and no way to end this.

I have been a t-mobile customer since 2005. I am currently locked into a contract until 2011. My issue is the inaccessibility of both t-mobiles products and the insensitivity toward my visual impairment by the representatives from t-mobile. I prefer a product that has both a screen-reader and a screen magnification program. However, screen magnification (ability to increase font to at least 14 PT) is absolutely necessary for me to use my phone affectively.

I use phones that have complete data functionality as this is my main source of internet use especially email exchange. Over the years, I have had phones such as the dash, Samsung slider, and most recently, a blackberry 8320. These phones that I have had provided the ability to increase the font to a suitable size; however, I ran in to many technical difficulties. These difficulties ranged from frequent system failures with the phones, as well as the phones rebooting themselves during calls or other important activities.

My problem with the screen magnification capabilities is as follows. My newest blackberry 9700 does not save the font changes to be applied on all the phones functions. In addition, when I am on the internet, and try to use the zoom-in function feature, the words become jumbled and unreadable. I proseaded to obtain a phone that met my needs. This is where the problems began with both the custimor service representatives from T-mobile as well as the account specialty department.

Over the past few months, I have had many conversations in an attempt at finding an accessible phone for my needs. Many times, I have been misinformed about t-mobiles products wich turned out to be inaccessible. An example of this was the G1 and the My touch.

In a finall attempt at finding an accessible phone, I visited the T-mobile store located at 6TH Avenue in New York City on Friday, December 11, 2009 at 4:00PM. The in-store representative was understanding of my
needs and spent an hour trying to find a phone for me. In his attempts, He contacted the custimor care call center for some sudgestions.

After a few moments, a request was given to the representative for me to speek with the custimor care agent. Although I can not recollect the agents name, I do recall him saying that "as the technology becomes newer, they are taking out the feature which enables custimors to increase the font size." The call concluded with me realizing that I must cancel my service with this company. The in-store representative then showed me his personal HTC Touch Pro 2 which has the ability to increase the font size; however, the font can only be increased to an approximate size of 10PT.

I have done some research and found that AT&T is able to successfully meet my needs. I am ready to cancel my contract with T-mobile As a result of T-mobile's inability to provide an accessible phone for me. This evening, I contacted T-Mobile to discuss canceling my contract. Once again, the representative tried to offer me several phones such as the G1 and My touch.

In addition, she informed me that "by law, T-mobile offers phones for the hearing impared and the blind; however, these are simple phones that do not support data plans." She proseaded to tell me that most of there visually impared custimors "don't use data plans." She told me that I would have to pay a cancellation fee of $200.00.

I asked to speek to a supervizer about this since I feel that I should not be subjected to pay this fee. She then told me that I should contact there legal department at the following address. T-mobile wireless: Legal department South East 38TH Street Bellevue Washington 98006-1350. I would appreciate any help in this matter as I feel I should not be penalized for canceling a service that I can not use. Thank you in advance

Sadly, I've been a customer of T-Mobile since March, 2009. Since then, we've had nothing but problems with EACH phone. My boyfriend has a blackberry flip phone. It shuts down at random times, by itself. It then turns back on and is unavailable, because it has to go through a "rebooting" process. That can take anywhere from a couple minutes to 1/2 hour. It calls people on its own and turns off on its own. We've already exchanged it once and have more issues with this new one then the old one! My two step-daughters and I have the same Samsung Gravity.

The major issue I have with my phone is text messages. The contact information comes up incorrect. It will tell me it's being sent from a certain contact, when really, it was sent my someone else. Also, my phone will freeze, out of no where. I can only take the battery out and restart it. Our phones will also end our phone calls, right at the beginning. So, before it gets a chance to ring, "Call Ended - Mom(for example)" will appear and I'll have to try the call again.

Now, my daughter has issues signing onto her AIM account, "Server Timeout" comes up. These are all problems we have on a daily basis. I hold up our end of the contract, which is paying our bill, in full, in a timely manner. T-Mobile's end is to give me the service I pay for. In no way, at any time, have they kept up their side of the contract. They tell me I have to go through Troubleshooting each time.

I was even told by a manager, "we have to exchange the phone till we find the right one for you." So, I guess I have to go through "Trail and Error", till they get it right. That same manager then told me having 3 exchanges, on the same account, in less then a 90 day period, voids the contract. Since getting off the phone with him, I've spoken to 4 different Reps and 2 different Managers. The last manager told me, "there is nothing that voids a contract, NOTHING". So, no matter what they do, wrong or right, on their end, you are stuck in an unfair position.

Through this process I've been writing down name and numbers, also locations to where I've called. Just to be told by a Rep, the numbers are no good because they will never be able to connect you back to a pervious Rep you've talked to. They make it so hard to get any help and then put the blame on you. Asking what they can do to help and that they understand your concerns and frustrations. But they never give you a suitable solution to your problem.

I know my contract has been voided by them months ago. But it doesn't matter, customer satisfaction has been thrown out the window. I'm completely discussed with T-Mobile and wish I never switch from Metro to them. I will never give them a good review or refer anyone to join them. They are just thieves taking advantage of hard working, loyal, honest customers. My stress levels have been at an all time HIGH, dealing with these people. I get the turn around each and every time. I get NO help or support. All they can do correct is take my money.

In closing they would not take back the phone and they stated to Mr. O. that he could not terminate his service because of poor customer service. This is effecting the sales for our company because this is for our sales representative and that person is without a phone at this time. We are loosing business.

I got the update phone Samsung Gravity, the phone was freezen always, if someone calls me the other party was not able to listen me or viceverse, if talking to someone, automatically the call fails, sometimes the vibration bottom, was on without setting up, or the screen turned white without any reason.

Missing important calls as doctors for appointments confirmation ect that I was waiting for months, or family calls, etc. Lastly the phone was replaced "I got something worst", almost all calls failing after been connecting", if someone calls as sample yesterday very important call with my orthopedic, I tried to answer I press the answer button 3times while the secretary was leaving a message, I was not able to answer the answer button does not works, while having the phone next to me four incoming calls I did not hear them, was not sound to alert me sometimes works most of the times not, as sample last nigh a Union member called me, I had the phone next to me the phone did not ring, I knew after I heard the messages sound, is so upsetting having such services, because TMobil always request clients to return the damage phone, they fixed and give it to someone else,

we pay every month higher bill, and we do not deserve to have a brand new item. I am tired all companies are same. In addition, we are not allow it to chose different brand of phone has to be replaced by same brand, same color, my question what is going on with those companies? we are tired. I need a brand new working phone not a piece of junk. Thank you,

The lady on the phone gave me a credit for the ear piece and told me that I needed to go to the manufactures website to purchase it. Why am I being so inconvienced when they messed up. Not to mention I need to pay for shipping. Worst customer service I have ever recieved. When I told them I was going to switch providers, they didn't even care, they just said ok I will get you to account services. they obviously don't want to deal with their customers so they clearly don't care if they have any.

On Nove 12 /09, I purchased a cell phone, HTC TouchPro2, from T Mobile for 350.00. From day one, I experienced problems with the phone but contributed the issue to user error. Following speak with a friend that is very tech suave and she recommended that I take the phone back. I waited to my disappointment, and returned the phone on 12/01/09 (really should say tried). I explained to the rep that the phone would get stuck, the touch screen would not operate and the phone would not cut off with the power down button. The representative at the store looked over the phone and then cleaned the phone and the battery with hand sanitizer. I asked her why she would apply liquid to the phone, knowing that the first question askedHas the phone been water damaged?

Explaining to the rep that I have no house phone and I really need a phone today. Seeing no solution was too taking place at the store I decided to take my phone, call the customer service, and get assistance that way. Everything was explained a subsequent time. I just knew being a customer for ten years will get me extraordinary treatment. Wrong--Wrong and another wrong. The outcome was to have the phone replaced. I told the rep I want a T Mobile certified phone. However, the catch is not replaced with a new phone, (which was purchased), but with a refurbished phone.

Why I questioned? That is the policy at this company. There are no guarantees the phone will be new that you receive. I wonder is it just the luck of the draw? How is it decided who receives a new phone? What has happened to customer service? Customer loyalty? In addition, the big kick in the butt comes when offered to have the used phone shipped priority mail with the cost of this my responsibility. Nice, pay to have faulty merchandise replaced!! Now I wait with hopes of receiving a new phone.

I have not had a working phone since November 17th T-mobile sent me a replacement phone however the replacement phone is also defective and I have been with out a working phone for over now 3 weeks. T-mobile has promised me a new working phone however I have yet to recieve my replacement phone. I am unable to use my phone in an emergency situation I am unable to use the phone to contact clients My car broke down on Monday November 1st it was myself and my 3 kids in the car and I was unable to use my phone to call for a tow truck and help. I have tried to be patient with T-mobile but they have yet to fix the issue. Both in the stores and over the phone wit customer care.

I've been with Tmobile since 2002. I have purchased 3 Blackberry cell phones and have had software issues with 2 which includes the most recent Blackberry 8900 that was purchased September 2009. I have taken this cell phone into Tmobile store for reseach of software issues and even had SIM card replaced.

For an entire week I was without service of the internet, which I'm paying $24.99 a month and use this telephone for business purpose. I've had 4 cell phones (Blackberry) Curve replaced and each had software issues. The most recent cell phone I had to pay for and you would think Tmobile would accomidate and not charge.

Now experiencing problems with this Blackberry 8900 and spoke with several rep. and tech and was offered to change cell phone at my expenses....WOW where is customer service. I just purchased this cell phone and Nov having issues with the software. I can not afford this, make monthly payments and committed to a contract. Something need to be done about this and soon.

I have been with t mobile for 5 yrs, and have since refered family, and friends to the company. Well I had a phone that I had problems with so with the insurance they exchanged the phone out, not once, not twice, but 4 times. I told them this was reduliculace, to get me a phone that works, they told me they would ony send me this phone over, and over untill I guess I give up, or they would give me another phone of their choice not mine. Then they told me to cancel my service because that was the only other option, and I will pay the 200 early disconnect for both of my phones. That is very very poor buisness, and they should not be able to send out phones they know aren't any good.I believe they want me to leave even thought I pay my bill every month, never to have a disconnect. I think this is wrong cause I payed 400 for my phone, and now they want me to have a 200 phone, and that's not right.

t-mobile sell people cell phone and when they break you have to buy new at full price where all the rest will replace it for free. there tacking people for there money

Basically we have been having issues with the phones off and on. We thought it was the phones because they were at least 2 & 3yrs old. Went to the T Mobile store to be told that they have a 3G network that they now want you to pay $35.00 to become a part of. There were a total of 4 lines with mine still being under contract. I have 3 MONTHS left to my contract and dont you know they want to charge me 200.00 termination fee?

They basically told me that they don't guarantee service and with constant dropped calls or calls going directly to voice mail where my husband almost lost a 2.3 million dollar account...they do not care about the consumer. My family and I have been a part of Tmobile since 2002 and for my letters to both the CEO Robert D. and VP of Retain Ms G. to go unanswered is purely unprofessional on their part. I am waiting to see if they respond to the BBB since I see they have a F rating. I hope that what they sow they will reap. I will definitely make sure to let people know what they have done to me and to do what I have now done with the 3 phones that are no longer under contract with Tmobile...go to VERIZON. They have a B+ rating!

I wish I could file a complaint or lawsuit against them. My daughter who is 15 did not receive a text from her dad telling her to take the bus home. She was waiting outside of the school 20-30 minutes. My husband had to rush from a job site to pick her up. Again with almost loosing a 2.3 million dollar account because all calls in relation to this was going straight to voice mail.

Bottom line I want out! T Mobile must be very desperate and poor to want to try and charge 200.00 cancellation fees when I've been told by their stores there is proration available. Poor business etiquette I hope they fold!

Was not able to talk to anyone at the company level who would take responsibility for their lousey products and problems that I was complaining about.

My cell phone cost $349.00 and broke within the first year of use. The slide bar separating the top (phone/LCD) from the bottom (keyboard). These two items are screwed together and all 6 screws came loose causing the two parts to separate. T-Mobile does not sell them anymore and won't replace it; HTC, the manufacturer says it's out of warranty and will cost $90.00 to repair. I cannot use my cell phone without paying $90.00 to fix it.

has been a problem since we got it we have sent 3 phones back the sent a new battery shortly after that the phone went out again.the phone will power off and say reboot and it don't come back on

purchased a contract w tmobile in March 2009 its is november 2009 shortly in April 2009 started having problems with the motor Razor uptil now Could not get a clear sound on the phone couldnt hear no Clear signals at all the parties on incoming or outgoing calls everytime my calls would completed id have to charcge it up especially when id use my text Messages the bars would fall after i would send my second texts out or if i would send would have to recharge the phone even when i chatted on the phone i have to immediatly have to charge the cell again over and over I have sent the Phone back to Tmobile 3 times and not only that the charger doesnt work @alll since a mos later after purchasing the Phone and when i call a Landmine phone my phone does not show my named it shows being registered to a Angela i have not had this issue resolved i have called Tmobile in reference to these Issues several times every mos later i have to call them in reference to all these issues that has not been resolved and it still has not been rectified the problem this issue has not been resolved to this day I miss ATT

Tmobile sold me a phone that doesnt work and filed to replace after only having the phone for 2months. they also pulled my payment out of the wrong account which i never give!!!!! which cost me to go over i now have a told of $275 in NSF fees they told they could send a lettler telling my bank it was an err they filed to that and now I'm being charged more fees... I called their customer relation talk to a jason who was nothing but nasty on the phone and didnt care, i asked my case to be resigned to someone else he refused to do so. their call canter does nothing but give you the run around. I have had with tmobile and want all funds returned and my case to be asigned to something else! this whole company doesnt know what they are doing and are nothing but careless

contacted them as phone is not working through ear piece. you have to switch the speacker on. i have had problems with this phone before. i was put on hold and cut off a couple of seconds later. i had to use my land line. last time i had a problem i had to complain like this. i need phone as i go back offshore on tuesday 25th october 2009

called to complain about defective phone,after about 2 hours of aguring said they would send me refurbish phones,but i found out that the phones that i bought brand new were also refurbish because of the mountain of problems with the g-1 phones. my phones lock up screen goes blank battery runs down fast,and all these problems started with the downloads they send you i was connected to 8 different people and not one resolved my issuses,in fact there service is horrobile there phone rates dont cover whats on your phone so why send me a phone to replace the same one i have excuse me the2 i have if studies show it doesnt work,been through techinal support numerous times and that hant resolved anything,its obvious its a defective phone and they refuse to admitt it,its not dependable it freeses up it goes blank loses numbers and a lot of times you dont recieve calls,all i want is my money back because i feel i have been jipped by t-mobile and its not fair

Nothing was wrong with my phone it was the sim card. The sales person on the phone to me that t-moblie is trying to make the switch easy for the suncom customers and it would not extend my contract. Well i just learned that it did and i requested by phone, email and a letter that they go back to the phone conversation or show me a contract where i agreed to a new two year contract. I received a letter from T-mobile stating that account notes , correspondance and any calls are proprietary and confidential info of T-mobile and would only be produced in response to a subpoena or court order. I did not agree to a new two year contract and the sales person told me my contract would not be extended. Now i am stuck with a ETF of $200.

In May 2009 I purchased a T-Mobile sidekick LX 09 cell phone. Since the purchase and renewal of my contract I have had nothing but reoccurring dropped calls and loss of data. The data would always come back a day or two later, but I was always inconvienenced by not having available data service. Weeks would go by and everything was back to working fine, but on October 2, 2009 I noticed I could not access the internet and lost all of my data on my phone including my calendar, notes, contact information and email capabilities. I also lost all of my text messages.

For the next couple of days I had a non working phone unable to access anything. On October 10, 2009 I received a message over my phone from T-Mobile that all data was lost on all sidekick phones and to NOT restart the phone. Well my phone restarted (rebooted) on its own so I lost everything forever.

Today is October 14th and I still do not have any data (they made a statement all data has been restored) and during several phone calls in the past few days the phone completely dropped the calls and restarted on its own. So today I've lost all of my contacts, personal data and cell phone quality due to a server crash on the company's part.

My phone is pretty much useless. On Friday, October 16, 2009 I plan on going to another carrier to buy a new phone along with a new contract. I am 5 months pregnant and I need a reliable phone and company that will protect my data and my security of information in case of an emergency.

The consequences: Loss of over 200 contacts that were promised to be stored for me on the Danger/Microsoft cloud servers. Loss of 20 notes I've saved for myself. Loss of important calendar dates, I am currently pregnant and used the calendar for my prenatal doctor appointments. I have experienced loss of text messages and emails that should have been backed up and secured on the Danger/Microsoft servers.

I have been with out a usable phone for over 3 weeks now and I will still have to pay my monthly bill as I have not seen a credit to my account for this mistake on T-Mobile's part.

I would like to cancel my contract and be able to move to another carrier because I can not afford to continue to pay a company that has over the span of 4 months provide me with dropped calls, loss of data on several events and loss of data I need for my pregnancy (doctor phone numbers, calendar dates etc)I will have to pay 200 dollars to get out of my contract, but I have no choice because I really need a new phone that will work and a carrier who has better reception vs. the continuous dropped calls I've been experiencing lately.

I bought the samsung gravity for $155.00 in March. I returned it in June as it was shutting off inetrmittently. They sent me a used phone, that within 1 month had the SAME PROBLEM. They then sent me ANOTHER USED PHONE, that didn't even connect to the network. I called and told them after 3 phones, instead of them sending ME ANOTHER USED, UNTESTED, REPLACEMENT PHONE, I'D JUST LIKE TO HAVE the $155.00 credited to my account as I would just rather cancel the additional line rather than repeating the drill again with a 4TH USED REPLACEMENT. They said No, I'd have to pay the $200.00 Early term for the line, and would get NOTHING off of that fee. After that experience, along with their sidekick fiasco, AGAIN, I would recommend staying FAR AWAY FROM T-MOBILE. !!!

I purchased a cell phone for my nephew who lives in Georgia at the T-Mobile Kiosk at the Montebello Mall. I also purchased insurance for the phone for 1 year. I was told that if I purchased the insurance, if anything went wrong with the phone during the first year, it would be replaced with a new phone. My nephew lives in Georgia and he took the phone home with him. One week after purchasing the phone, it stopped working. His mother took the phone to the local T-Mobile store in Kennesaw Georgia and attempted to have it replaced. They gave her the run around for 3 weeks.

After three weeks had passed, they then told her that the phone could only be replaced for 15 days. They then instructed my neice to send the phone back to me in Califonia. At the time they said they would note the account so that I would not have any problems returning the phone. They stated that California has a 30 day return policy, however, since they noted the account I would not have a problem. When I attempted to return the phone to T-Mobile kiosk that I purchased it, they refused to return the phone.

In addition, they refused to honor the insurance. I had to pay an additional $100 for a replacement phone and I was sent a used phone. At the time I purchased the insurance, I was told I would be given a new phone if I had a problem with the phone during the policy period. I am a senior citizen and feel that T-Mobile took advantage of me. In addition, I also had to pay for the postage to return the orginal phone thru UPS and I was not reimbursed. It took over two months and I never received a new phone. I was only sent the used phone. I feel that they committed fraud by not replacing my phone and honoring the insurance agreement.

I purchased a cell phone that included a wireless Blackberry headphone. The headphone is not working properly. I went to the local T-mobile store to have it replaced and I was told that T-Mobile only provides a 90 day warranty. However, the manufactuer has a 1 yr warranty. I was told to contact the manufactuer through their website. When I went on the manufacters webstite to day. Blackberry stated that they provide a 1yr warranty for its asscessories. However, Blackberry refers you back to your provider for a replacement.

I contacted T-mobile today and I spent over 1 1/2 hours on the phone through two seperate calls attempting to have my warranty honored. I even had a representative from Blackberry on the line who informed T-Mobile that there is a one year warranty for the headset. Despite this, Robert R. from T-Mobile insisted that I pay for a new headset. I requested a supervisor and while on hold for the supervisor notified Robert that I would be filing a complaint with consumer affairs.

I believe that T-Mobile is unfairly attempting to charge customers for items that are still under the manufactuer warranty. I believe they attempt to wear you down and force you to pay for an item that they are fully aware they should replace at no charge. In addition, T-Mobile has started charging $1.50 per month if I would like to receive a paper statement. I did not agree to this charge when I opened my account. I believe that this is a material change to my contract and a breach of the contract by T-mobile. I would like to continue to receive paper statements at no additional charge. I believe that I have been bullied into not receiving paper statements.

I had upgraded from the sidekick3 to the sidekick08 in Dec of 2008. The first month or so, the phone worked fine. Then I started getting reception problems, internet problems and in Aug 09 the internal antenna had stopped working and the the phone was still covered under the warranty. I was told by the customer service that I had to order a phone thru them and it would be $9.99 for shipping fees and would take 7-10 days to come.

I went into the nearest store to see if it might have been a faulty sim card. The rep at the store told me it was the phone, that he has seen it happen numerous times and he could exchange the phone instore without me having to pay or wait. No one at the 800 number ever told me that. Water under the bridge, I was just happy to have a working phone..one which I pay $100 a month for. 3 days after I exchanged the phone, the new one started having problems. The calls started dropping, when I was receiving incoming calls I couldn't hear anything but dead air on my end, it would take my callers 3 to 4 times to call just to get thru.

Then it started the same thing with my outbound calls. Now my internet is not working properly, I am dropping every other call after it sounds like a pixelation followed by 10 secs of dead air, some calls are just not coming thru and the phone is severely slow on responding. After waiting on hold for 27 mins to get a rep. the rep on the phone did some trouble shooting and told me that I was eligible for a credit (after I threatened to leave bc of this ongoing issue), sent me to the sidekick department, whom that rep was very helpful, even though it did not fix the problem she gave me some possible solutions and put in a problem ticket, however she was not able to credit me.

She informed me she would have to send me back to the orginial department for that. I held while she explained everything to the next rep and then transferred me. The new rep stated to me that she could credit me 100 mins. I informed her that it was pointless bc if she was aware of my situation, my phone was not making calls or receiving them. My billing cycle was ending in a couple of days and I would lose the mins anyway. She informed me that she could give me a $10 credit, I had tried to explain that it wasn't enough and she started saying that the call was breaking up and hung up on me.

now I am not trying to be greedy...but common sense says, if my phone was not working properly for an entire month (which I called several times that month and was told it would clear itself up), that I should be credited for the ENTIRE month. It's like pulling teeth with this company. I'm not looking for a handout..but I have been with them for going on 2 years and have paid my bills in full ontime. How about some customer service once in a while? I will absolutely never, EVER recommend T-Mobile to anyone.

I asked if I could get some sort of discount, they said only if I re-signed a contract. So $130- later with no help, I had a different phone and a new contract. I tried calling, they could do nothing, I tried e-mailing, no-one could do anything, I wrote corporate, I have heard nothing. This is the wor[st] cell company ever! There coverage [is bad] too. I am now an AT&T cusomter. DO NOT SIGN ANYTHING WITH T_MOBILE

A week after I purchased that new cell phone I had to take a trip to France-as I do every year- and as always I called TMobile to have them activate the international roaming plan (which they add to my service plan for an extra $19.99/ month and gives me full access to my email- while abroad- without any surcharge); this simple call takes no more than a couple of minutes and is usually placed on my way to the airport from the taxicab.

On that departing day, July 20th 2009, I was told by the TMobile customer service that this plan was not available for this new phone, and that if I wanted again a roaming plan, I should switch back to my old phone!

I switched back to a Blackberry phone with the same plan, as I was assured by the clerck that "nothing had changed" as far as my service was concerned; then my next bill arrived in the mail, and from a $110 month charge the new one was $928 !!!!
As it states on the bill the "roaming charges" were applied during my French trip, eventhough I never used the phone.
I called customer service and after an hour long conversation they agreed to give me a 25% discount which would still put my bill at over $700.

I am a very cautious person with my contracts, and scrutinizes everything; I'm 48 years old, not a teenager who
doesn't inquire about responsible behavior with a phone. My cell phone bill has been the same for the last 4 years because I behave responsibly; I am totally offended by these unincurred roaming charges, which apparently occur just if your phone is turned on.

I told TMobile agent Jeff (who handled me) that the "My Touch advertising campaign was deceptive in nature, and that none of the agents ever disclosed the terms of "roaming" and the pricing of megabytes in human langage or otherwise.
It is absolutely shocking that such insane some of money should be applied to a responsible consummer like me, in the form of a phony friend (the latest phone), and that customer service should tell me that these charges are valid!

I have told the company that I refuse to pay this bill (I can't afford it anyhow), and that I would contact consumers affairs to let them know of their fraudulent practices.

I had dash with t-mobile that was messing up.. the phone would not turn on and T-mobile sent a replacement phone which was a blackberry and the same thing happened with that phone as well.. Each time I returned the handsets that was not working back to them. I called T-mobile and requested to just a dash back to see how it would work. They sent me a dash phone without a back cover. their explanation was becasue I already had a dash I should already have a back cover, and after some research they found out that the dash phone was returned to them.. the back cover and all. I couldn't use the phone without a back cover, so I had to return that phone back too and then they sent me the correct phone... Now they are saying that they are charging me for a phone I purchased which didn't happen.. I didn't purchase a phone. I got a replacement and the company refuse to remove that from my bill. No one in customer service has helped me and some were even rude and one lady even hung up the phone on me.

I called to inquire about a pre-paid unlocked phone that my husband could use in Australia. He sold me a Nokia and a $50 prepaid minutes sym card for Australia. He told me how much it would cost per minute ($1.35 I think) from Australia for calls, texts, etc. and free evenings and weekends.

I paid for overnight delivery and when I received the phone the next day I called to activate it and asked how it worked witht he $50 sym card and where was it. She told me she had no record of a $50 ppd card and asked if I received the card with the phone. I told her no, I didn't recieve it and after being transferred to 3 other people, I finally spoke to Josh who informed me that the sym card would not work in Australia. I was horrified, since my husband was leaving that day. I told him the phone and card would do me no good if I couldn't use it in Australia and that I was returning it and also wanted a refund for the card, which I had not received. He said that they'd have to research why the card didn't come and plenty of blah, and I would get my money back in about a month.

Nothing yet. I have returned the phone and am still waiting for a credit for that as well. The experience and customer service was dispicable. He was like a robot - nothing to say at all. I'm reporting this to C. Howard too.

I was with suncom then t-mobile took over. i went for a upgrade and got a new phone which i paid 130.00 for. the person asked if i wanted to insure the phone. i said no. he said the insured phone would be covered it i drop it, if it got stolen. with no out of pocket for me. When i was with suncom they promise to bring you TRUTH in wireless as there way of doing business so i counted on T-Mobile to do the same.

After about three months i drop my phone thinking THANK GOD i got the coverage on my phone. I called tmoblie told me to call the company that insures my phone then i got the news i had to pay another 130.00 as a deductable / i was very upse. i called tmobile back and told them what was told to me and at the end i told them i was going to report them to the fcc because of there deception in there dealings with me.

they knew i was up set and i did speak with a loud voice. while my phone's screem was cracked the phone worked tmobile to it apon themselves to disconnect my service knowing that i was up set. i did not call about disconnecting bit about a damage phone.

also if i did request a disconnection i should not have to pay the 200.00 disconnection fee to them because they lied about the protection i was buyiing for my phone. I lost the 130.00. i pay the last bill and desire a ruling in my favor and tell them they are responsibile for what their sales people say.

My G1 phone was turning on and off all the time whenever it will ring. I called Tmobile and we came to the agreement of replacing the phone for another one. I paid $20 so the phone could be rushed delivered. I picked up the phone at an UPS store on May 26th, 09. I sent the damaged phone with its battery (and MY SD CARD by mistake,cause I forgot to take it out before I sent it)inside the box provided by Tmobile.

I placed the pre paid return label sticker on top of the box and I dropped it off inside an UPS drop off box on May 30th, 09.( WARNING: those boxes do not give the customer a receipt, so drop your package at your own risk)Days later I started to receive phone calls from the Tmobile warehouse. They left me a voicemail stating that they did not received the damaged phone yet and they wanted to make sure that I sent it. I called the number provided by a Tmobile rep and I told them that I sent the phone and I told them the day I sent it. The rep told me that he did not see any flags on my account showing that there was any problems with the phone.

June and July went by and I did not received any calls from Tmobile again, neither did I received any charges on my account. August comes and I see a charge for $400 in my account. I was in disbelief and I called Tmobile. I had the misfortune of speaking to a rude rep that told me that the $400 charge was for the damaged phone I sent back in May. He said that they never got the package from UPS or from Me for that matter.

I told the rep to please investigate because I sent the phone in May and I told him that I spoke to someone in the Tmobile warehouse and that when he looked at my account everything appeared to be fine and plus I did not received any calls from Tmobile in June or July advising me that they still have not receive the phone. The rude rep told me that the only thing he could do was to transfer me to someone that can help me pay the outrageous and unfair amount of 400 dollars in installments. i told him that I was not going to pay for a phone that I sent back in May. I even told him that I wanted to cancel my services and he told me that I could whatever I wanted but I had to pay the 400 dollars. I asked to speak to a supervisor and he say no, because the supervisor was going to tell me the same thing he just told. I ask him to contact UPS to find out what happened to the package and he said that I was the one who should call UPS and find out what happened to the package.

I called UPS and I gave them the tracking number for the package I sent and they told me that it was not processed in their system as it ever being picked up by any of their drivers. The UPS rep told me that they were going to open an investigation and that I should check periodically with Tmobile and not with them (UPS) the status of the investigation.

I called Tmobile and I told them that UPS opened an investigation. They do not care about that. They told me to pay the 400 dollars and if they ever recover the phone then they will refund me the money. I say put the charge on hold until the investigation its over and they find the phone. UPS drop boxes are very unreliable and unsafe since the customers do not get a receipt saying they dropped the package. They need to fix that issue. Because I do not have the proof of a receipt from UPS, since the drop box does not print a receipt for you ( most likely on purpose to get away with things like this)

I dont know what to do or who to contact. I feel hopeless and frustrated. This whole situation its making me so nervous at work, at home. I cannot eat or sleep thinking that I might be stock with a 400 dollar bill for a damaged phone I sent back to Tmobile via the unsafe and not customer friendly UPS drop boxes. I am frustrated because if I dont pay this bill my service will be interrupted until who knows when, and it can also damage my credit. SOMEONE PLEASE HELP, TMOBILE AND UPS ARE UP TO SOMETHING BAD! I smell fraud and theft If the phone its not recovered I am willing to take this issue to legal matters

I ordered a phone and service from T-mobile online. Most mobile services would rush your phone out in 2 days for new customers, but T-mobile tok 6 days to get me my phone. After aout a day, I realized that the phone got terrible reception, and I could barely make calls. I called up T-mobile to get a different phone, a cost of $200 plus. When I placed the order for the new phone, I was asked if I wanted the new one shipped to the same address as the first one, so I told them yes, because there is no one home t sign for it during the day.

When the phone didn't arrive in 5 days, I called to find out what happened to the package. I was told that it was due for delivery on Monday, and given a UPS tracking number. I made it very clear that I was far beyond upset, because I effectivly have a phone that doesn't work half the time. When Monday morning came, I wanted to check the status with UPS. I went to the website, typed in my number, and see that the package has been shipped to my home, which I specifically told them NOT TO DO!

So I call T-mobile and asked them why they shipped to the wrong address and of coarse I get "oh, I'm very sorry sir, they messed it up in the system. I explain to them again that my exsisting phone is a piece of junk, and that I am paying for service that I am not getting.. When I hung up with T-mobile, I figured that I would just go to the local UPS hub (not so local) and pick it up myself. A few hours later, I check the status again to find that the package has been re-routed by T-mobile, and that my package is now on it's way to a different UPS hub further away.

I called UPS to find it, only to have problems with them too. Told them I would come get it, where would it be. I was told it would be at a hub further away. So I get there only o find it was still at the closer hub, but on a truck bound for the farther hub in the morning, so I couldn't get it even though they told me I could. By this time I'm pretty ticked off. When I got home, I called T-mobile. They asked for my name so I told them, then I asked a question, I asked the woman on the other end of the line....."do you want to get yelled at? I'm gonna yell, and I would prefer that it be at a supervisor.....can you get me one please".

I spoke to a floor manager, who really didn't seem to want to help me. I simply told him that I want a phone that works...in my hand by tomorrow, or I'm canceling my service. As I am still with in the trial period, I will have no extra fees. He said he'd work it out with UPS, so I explained that I had already spoken to them, told him the status, and again said "if I do not have a phone in my hand tomorrow, I will cancel service. I don't care if it come UPS, or if I have to go pick it up at the store, but I want a phone in hand tomorrow He said he'd make the call and let me know what could be done.

After an hour, I called back, only to explain to another floor manager the issue. She called UPS, and instructed them to HOLD the package at the UPS hub, and that I would be there to pick it up on Tuesday. Once again I explained that if I do not have a phone in hand by tuesday, I will terminate service. Truthfully, I don't expect the phone to be available tomorrow, that simply isn't how things work for me. I expect that I will have to cancel my contract, and go back to Verizon. I certainly don't recomend T-mobile!

I've called T-mobile to put my number on temporary suspension between March19th and July18th (because I went to Europe) and I agreed to make an electronic payment every month ($13.47). I explained to them that I need to use the phone on July 19th. On 19th I've got the message "SIM card registration failed."

Since July 19th until today July 30st they continuously "solve" my problem in 24 hours. They explained to me that was a T-Mobil mistake because they cancel my account for the reason Lost or Stolen. T-Mobile Customer Care told me that in order to get my number back I need to open (pay) another account to have a temporary number for 24 hours until they reactivate [number]. Therefore, on 07-23-2009 the new account was open (paid $43.26). I did not get my number back yet, after waiting 11 days.

I have the contract (the same phone number) with T-Mobile since 2003 (more than 6 years). Since 2003 Ive been working for School District. As a Guest Teacher any time I leave a Classroom I write my name and my phone number so they can call me again to work for them. Now I'm losing opportunities to get a new job as a math teacher for high school.

I have been with T-mobile for almost 2 yrs. When I first started my account, I bought the Sidekick LX. I had to pay full price for the phone because I was on a flex pay. Four days after I bought the phone, it started to freeze. My icons were not working and the phone would make calls on its own. To top it off, whenever I got a message, the phone would not stop ringing until I checked the message. Four days of dealing with this **, I finally got into the store and was told I just missed the store warranty by one day and in order for them to give me a different phone, I needed to call customer service. Lucky I had insurance on this phone because I would have been completely screwed.

Now, a year and a half later, and 4 different replacement phones, I'm still having the same problems but worst. T-mobile has sent me 4 different Sidekick LX and each phone had problems. Now I have had enough. I'm currently having my calls cut because the phone will shut off on its own, my device constantly freezes, my Icons do not work. When my phone freezes, the power button does not work and I have to take the battery out just so it can work again. Sending email makes the phone freeze, so you know what that means; I'm paying internet service and I can't even send an email.

I have been contacting T-mobile for months about my current problems and I'm always being told to reset my phone. After a while, I was told that my sim card was bad and I needed to go to the T-mobile store and get a new one. I was promised that this problem was not going to happen again because of the new sim card. I went to the store and got a new sim card and sure enough, the problems continued. I called T-mobile again and was told I needed to do yet another system reset and call back in 24 hr. I was so angry that I had to go through all this stuff. I called back in 24 hrs to tell them the phone is doing the same thing and I was told by the customer rep that I needed to go back to the store so a dealer can inspect my phone and make sure there are no damages to my phone . The rep assured me that this was a big problem and it would get resolved. The rep told me that there is a big list of replacement phones and they will give me something different of equal value.

Today, I went to the T-mobile store and have seen one of the dealers that was very, very helpful. The dealer was on the phone for 2 hrs with the reps from the call center. The rep at the call center would not release a list of replacement phones to the dealer unless I paid my bill. Now, understand, I'm on flex pay. I pay as I go, so I really don't have a bill. I was tricked into paying another month of T-mobile service and the dealer wasn't even given the list of replacement phones. The call center rep told the dealer that she was going to credit to my account $350 so I can get another phone. The dealer explained to the rep that it was not possible for her to do that because they needed to ship me another phone and that the store cannot give me a replacement phone. The rep was acting very ignorant with the dealer and didn't want to talk to her anymore. The rep asked to speak to me.

I got on the phone with the rep and told her I paid $400 for my phone and if $350 is what's being given to me then I'm being cheated 50 dollars. I told the rep I didn't want the credit. I just want them to send me a different phone. The rep wanted to give me a phone of lesser value of what my original phone cost. The rep said she will talk to her manager and call me back in 4 hrs. 4 hrs passed and the rep didn't call me back for another 2 hrs, so I waited 6 hrs for a phone call. When she called me back, she was not nice on the phone and said there is nothing she can do for me. I asked to speak to her supervisor and when he came on the line, he offered me the same phone. I told him that I don't want that phone; he said, "take it or leave it."

I had no choice but to take it because my phone does not work right. I called my dealer and informed her of what happened and she called the reps herself. The rep at the call center called me and had a 3-way call, then transferred me to a supervisor. The supervisor was really nasty to me on the phone and to the dealer. I hate T-mobile and am canceling my service with them soon.

Approximately 6 months after signing a 2-year contract with T-Mobile for a family plan that seemed like a very good program at the time, one of the three phones stopped working around the first week of Feb. 2009. I called customer service and after mutually determining that the phone was defective (myself and a technician going through a series of troubleshooting procedures over phone, myself calling from one of the other phones, and a different number), I was sent a replacement phone, which was obviously not new as it was scratched on the both the front and back sides. However, the screen was not. So I did not really care as long as it worked properly and I was not being charged for the replacement. When the phone arrived via UPS, it was loosely inside the box with instructions on how to send back the defective phone and that I would also not be charged for postage, as I was told to use the prepaid UPS label inside the box and then drop the box off at a pick up outlet. In my case, it was the local mail box store in my neighborhood, which I always use as they handle all forms of shipping (i.e., Federal Express, UPS, US Mail, etc.).

However, there was no prepaid shipping label in the box with the replacement phone, so I immediately called T-Mobile to advise them of this and was told I would be credited $10.00 on my next phone bill and to go ahead and pay for and send back the phone without the label. I was given the address of where to send it. In this case, it's a distribution center in La Grange, Georgia. I was never advised on which method to send the phone and certainly not something that particularly concerned me one way another, thinking they are all pretty much the same these days. And of course, there did not seem to be any hurry in getting the phone back to them. After all, this is a defective $60.00 phone (I later checked what it would cost me to buy a new phone of the same model at the local T-Mobile outlet). I sent the package as the shop owner suggested via regular postal service (priority service). He advised it would be a good idea to do it this way in order to obtain a tracking number for T-Mobile since they had called me a day earlier, advising me to obtain one so I could provide them with it over the phone as soon as I had sent the package out.

I thought it was unusual that they would ask me to have to call them after I sent out the package; however, I agreed and did so. Then over a month and a half later, a $140.00 charge appears on my March bill amongst the rest of the confusion and "hidden charges" which are so common in order keep customers confused and frustrated to the point of giving up understanding, knowing a highly trained customer service person will make us out as "stupid" for what they would make out to be so easy to understand and straight-forward. A lot of these people are previous "time-share" sales people, having come out of exile. I called, nevertheless, and was told this charge was for the phone I not returned a month earlier when requested to do so. I explained this was not so and I had provided T-Mobile with a tracking number as per their request. I was then told they had no record of such a tracking number and even if they did, I had not used the pre-paid label they said they provided which would have also had the package returned via UPS.

So, now I have to explain the situation all over again about not having received a label and then following their directions, etc., to get the box back to them. I also explained that I had been receiving text messages from T-Mobile on a daily basis prior to me shipping the box back, requesting a tracking number. The messages stopped when I called them to give them that number and never heard another word from them after that. I asked, "How is it now you are telling me you have no record of a tracking number?" I was then given the run around as they had no explanation for this, but it was very clear to me, and they knew it, that they had indeed received that tracking number and erased it sometime later when they discovered the package got as far as Atlanta and then disappeared some 5 weeks earlier. I know this having had to do my own investigation and being told by a postal inspector in Atlanta that there has been a on going problem - over a year of continued problems (I have his conversation recorded on my cell phone, as well as his name and authority with the postal service) with the continuing disappearance of cell phones getting back to T-Mobile's distribution center coming through Atlanta.

I gave up trying to have the $140.00 fee removed from my bill for fear of T-Mobile turning me over to a credit agency if I tried to get out of my contract for their irresponsible behavior and disgusting methods of lying and unprofessional behavior. Funny, the only reason I write no - as now some 4 months later, I have gone through another fiasco with mistakes on their part attempting to get me another replacement phone as a result of another defective phone this time it taking 3 attempts on their part to deliver the phone to another phone disappearance. This time the tracking gets as far as Honolulu and then vanishes. Then another was sent to the wrong address (again, their mistake). Then finally it arrived some 3 weeks later after it was supposed to.

Of course, they cannot charge me for their irresponsible behavior this time as they were doing the sending and proof each time I never received the phones. The most ridiculous part of all is that this time around is that they were sending the phone "postal service" after having told me in the previous experience I should not have used the postal service. They were insisting they told me to use UPS and had I done so, they might have considered taking the $140.00 charge for the broken, defective phone I had to pay for getting lost in the mail. Also strange now is they have recently instilled all kind of releases from responsibility with reps. Reading detailed statement in which you must agree you understand before sending out new equipment for phones not returning via their provided labels, none of which were in place when I had my first un-settling experience with them. They knew they had an on-going problem with this and instead of acting with the postal service to correct it, they profited from it. This fraudulent behavior on the part of T-Mobile needs to be brought to the attention of all consumers! Now!

I spoke with CS about a replacement phone that was sent to me for a broken phone. The replacement was broken as well. I had to pay $10 s/h for a broken phone. When I called to complain, they said they'd send me another but I still have to pay $10 for the new phone. I said no. They spoke with me about upgrading my phone. The CS rep was really good at what she was selling me with. She also assured me I wouldn't have to pay the upgrade fee of $18. I went into the store and sure enough, I was told I had to pay the upgrade fee. She didn't jot it in her notes and I had to pay full price in taxes for a phone that was on sale.

I was told by Zack the rep in the store to call CS back and tell them to refund my money. I did and I was told bluntly by a supervisor, "I don't know why you're calling. I'm not helping you today." I reported them to the BBB. I spoke with Jason **, a very rude person who also told me this is how it is, they are not refunding my money and if I don't like it, I can take my business elsewhere. I will be returning my phone and going elsewhere soon. I've been with T-Mobile since day one and never had problems. But this bait and switch game is ridiculous!

I've had 7 cell phones, which none worked. They sent me same cell out and did not work right then. I got Samsung Behold and it would not turn on. I got another Behold which battery blow up in my face. I told T-Mobile I had 433 dollar credit balance for months which they just took back from me. They said I never had a balance but it's in all the notes of when I called to say my cell is not working but had me on the phone for 6 hours or more each time. Please help me.

My friend purchased a prepaid card 5 years ago. She travels often. Whenever she came back to the States, she would put $20 in the prepaid card to keep it active, so she could use the same phone number. Last year, she didn't come back by expiration date, so she asked me to put some money in the account. I went to T-Mobile in Puente Hills Mall, City of Industry. A salesperson charged $10 to my credit card and gave me a receipt. The receipt indicated prepaid card valid for 365 days from 11-7-2008 since she's a Gold Member.

When my friend came back to the States on 6-14-09, she couldn't use her phone. She called T-Mobile's 800 number and was transferred many times. She couldn't speak to anyone about her prepaid card. Everyone told her the number didn't exist. Finally, I took her to T-Mobile in Arcadia. We explained the problem to Jonathan. He said her phone number didn't exist in their computer, so there was nothing he could do. I showed him the receipt from last year. He said it was from another T-Mobile store, so he had nothing to do with it. All he knew was the number didn't exist in their system.

I asked for a supervisor; he refused. He said no one in that store could help me, because they didn't sell us the prepaid card and didn't take care of the last transaction. He asked to see the original paper work from 5 years ago. We told him we didn't have it, so he said our only option was to purchase another prepaid card. We asked about the balance of approximately $60 in the prepaid card. He said there's nothing they could do since the number wasn't in the system.

I don't understand how if a person also worked for T-Mobile made a mistake of deleting a phone number from the system and another person who also worked for T-Mobile couldn't help us. He insisted his store didn't make the mistake, so we must drive 30 to 40 minutes to the City of Industry T-Mobile to sort it out. I couldn't believe he refused to let me talk to his supervisor!

Poor customer service; recurring problems; defective equipment; dropping calls; service fades in and out. Every time we call customer care, we get a different excuse for the problems that are occurring and they flat-out lie the rest of the time. We have a 2-year contract with them and every time we talk to a manager, he or she says there is nothing they can do, but send us another of the same defective phone or one that is of lower quality. Their managers are very rude and talk down to us like we don't matter at all. We asked for a complaint line or e-mail address and they refused to give us one. We asked the name of the managers we talked to and they refused to tell us. When we ask to talk to the manager's supervisor, they get very defensive and refuse. We have had to spend thousands of hours of our free time talking to them and still have yet to be satisfied.

I have had poor service since I first got the phone, which was about four to five years of headaches, constant troubleshooting and stress. I don't even like talking on the phone anymore; it stressed me out psychologically. I have complained every time and after each complaints, they would tell me that I have to pay for another phone for better service.

To get better service and less drop calls, I had to actually pay extra--and each phone got lousier and lousier. I recently paid for the so-called Ericsson and once again, they extended my contract for another year. They told me that I will never have dropped calls again, which was a lie, as this phone freezes on me and it takes five to ten seconds for the phone to actually dial a number.

When you press one button, it does something else. I had an important call on the second line this morning which was my four-year old son's doctor. I pressed the correct key and the highlighted area moved down to the "do not accept the call," instead of switching over. I called T-Mobile this morning and I almost had a stroke. They again told me that I had to pay extra for yet another phone. How much money do I have to pay out just to get a regular service?

I sent back a defective phone back to T-Mobile since March 20. I put the phone in a UPS drop box around where I live and now T-Mobile is charging me $300.00 for the phone that they never received. UPS claims that they have nothing to do with the phone being lost or stolen and T-Mobile claims that UPS have something to do with the lost phone.

I have been with T-Mobile for over four years now, although I am not sure why since I have bought two phones from them that have done nothing but give me problems. First the Razor. It was not working properly so I called and they sent me a new one. The one they sent did not work at all so I sent it back. I probably had to go back and forth with them about four times if not more. That seems a bit excessive to me so I asked for a manager and asked if a replacement phone of another model could be provided and after her belittling me and making me feel stupid, I finally received one.

I don't understand how you talk to a loyal customer that way. Her response to my complaint about the way I was treated was pretty much "too bad!" So, I used that phone until the two years were up and then I wanted an upgrade. I went to the kiosk at the mall and bought a Zine. It is a cute phone, but it is more of a camera (5 megapixels with flash) than a phone. I was paying for services that I was not receving so I called to complain and they said they could sen me a replacement phone. Tthey sent me a 're-conditioned' phone.

Let me get this straight, I bought a new phone and it is deffective through no fault of my own, and what [they] send me is a used phone! I said that I wanted to cancel but because I had to call on my lunch hour I just didn't have time, but as soon as I do I am going to cancel. I would rather pay the $200 than continue to have such bad service. Each time I call there it is an ordeal and I hang up more frusturated than when I called.

Be afraid, be very afraid. I signed up for this service in July, 2008. It appeared to work alright w/ some outages until January, 2009 when it was down for minutes, hours, days. When the problem occurs it requires you to reset your router each and every time. It was so bad I had to set up a surge protector under my desk, so I could simply use my foot to turn the router on and off, on and off, on and off. When I called to complain, t-mobile told me they were not aware of this problem, well to be frank they are liars. There are postings all over the place, including their own forum on how unreliable this service really is.

They sent me a new router, knowing full well this wouldn't solve the problem - the problem was I believed them. Why wouldn't I, I had VOIP for years from other providers with no real problems. Well - same problems. You are on the phone and all of sudden the person on the other end cannot hear you - reset the router. You call them back or they call you and it drops again - reset the router. You do it a few more times - same thing. Like I said it may be minutes but more likely hours and in the end days at a time. It also takes your internet service with it. Linksys forum also has many postings, look up no blue light.

So I call again - told my case was closed - really, no one called to see if it was working. Told you have to start at the lower level customer service all over again. Email CEO, get call from executive response team. Now they are angry, combative, abusive and threatening - yes, threatening to investigate my phone calls or how I use my phone - I told them - have at it. Their executive response person Beckett spoke over me continually - actually yelling at me. I told her I did not want any more contact with her - find someone else. Oh - did I mention she thought it was funny I had this kind of phone service.

Even though the phone continually disconnected while I was speaking with her - she tried to claim it wasn't their problem and they still expected me to pay the bill. Anyway, Beckett had the audacity to keep calling me and I told her emphatically not to call. She said she would continue to call - oh, really - had to inform her this was harassment in writing. Then someone else called but the call kept dropping and they didn't call back.

Senior tech Kevin calls and told me he had the same issue, but it wasn't as bad these days - not as bad! He was supposed to come to me and bring a new router - well he never showed up.

Then a letter from t-mobile they are terminating my service and keeping my activation fees, the money for phones and equipment, but we still want you to pay the balance on your bill or we wont release your number. I paid all along, believing they were honestly attempting to fix the problem - because they said so - like I said - LIARS.

In April when the service became unbearable, leaving me without my internet service - I told them I would pay when they fixed the problem - therefore I was disputing my bill. American consumers have to stop being doormats - we have let this happen. Not me - not anymore. I reported them to the FCC, BBB, AG and small claims. An important fact is that you cannot call 911 should you need to when you have no service or it disconnects every minute. Totally disgraceful company. Unable to port numbers, lost fees paid to activate 3 lines, phones and equipment costs, router is required for T-Mobile at home, time

I joined t mobile, My crew has this service. I am a general contractor, I am hard on my phone, so I picked the motorola mandrin orange something, mabey 4050 I am not sure, just took the battery out to find model number and couldnt find it. Too many numbers that make no sence.

I joined this company, thinking i would get good service as my boss has used this service for many years and he has not had any problems with the sercive, I joined. Quick deal because I have spent too much time on the phone with tmobil. I lose contacts, 4 times in 3 months. The phone will not work on any car caharge or in any car with the chargers. My txt and my wifes txt take days to get to the their destination. I lost all ringtones. I never got my refferal tip, neither did the people I got and gave the referal from and to.

I asked to get out of my contract. You can leave but they said I would have to pay. The probles go far beyond. WHAT CSN I DO TO GET AWAY FROM THIS COMPANY. I cant call potential clients because I lost their numbers. LOST JOBS< I saved them , or at least most of them, but I look like a **** in the process > This company has caused more problems for me and my life than I can tell

and my friend used it to call his service because his phone wasnt working. well after that all of a sudden all of my contacts and text messaging went away!

and my internet doesnt work like when i go on it, it goes like connection closed or failed and i called the betwork and i cant understand them and sometimes my phone freezes! im so sick of it and i just got it! too...

like i was talking to my friend and my phones turns off and all of a sudden mycontacts are gone! and my battery goes by so fast and i dont even use my phone

in this day of major unemployment, you would think more qualified individuals could be found! this is my second dealing with "Trevor" and am determined to NEVER deal with him again. At the end of my contract period my entire circle of callers will be leaving t-mobile for better (hopefully, but how could it be worse) service.

I had a another phone on my account. My son said that the button sticks to the radio portion of the phone. Sometimes it work and also something was going on with the screen blanking out. We sent the phone in because we suppose to have warranty for a year. The results came back as liquid damage. My son did not get his phone wet or did he have near liquids. I have a t-mobile phone which the whole phone fell in the toilet. I cleaned it off and dried it out for 2 days. It's been working fine ever since with no problems. I've talked with 4 more other people that sent in phones which the results came back as liquid damage. I'm beginning to think this is all lies just to charge consumers the $100. I can see if the phone was damage purposly, but I don't think it's fair for everyone to get the same results of liquid damage. We might as well not have warranty.

ordered a cell phone in nov.2008 recvd phone in april ordered another cell phone because the one ordered in nov.would not work without internet service which was not disclosed at the time of purchase. t mobile told me that the cell phone i ordered in nov.2008 would not work at all so i had to pay for another phone. at the end of april i receive my bill for both phones.

i called in and questioned as to why i was just now being billed for a phone received in november 2008. they told me it was a billing error.i expained that i wanted to send the phone back since i did not need it due to the phone not working without internet.they told me i could only send back the phone the i received in april. 14 days buyers remorse but yet they waited almost 5 months to bill me for the first phone.

I have spoken with our ITSS people at work and they say that is "Not possible" and is basically a bad excuse on T Mobile's part. I have asked to get out of my contract and even though they admit my phone isn't working, they still insist that I pay out the remaining months on the contract! That is REDICULOUS ! WHY should I have to do that when they can't figure out how to give me a working phone. So far they want me to shut off my phone and re-connect to try and make calls. I am now contacting the Attorney General's Office for Consumer Affairs. I am paying every month for something I CAN"T USE !

we had trouble with all of our phones they sent out a replacement phone and it was not any better we sent it back and now we are told it was not received and we must pay a restocking fee of a 140.00.one person that I spoke to said that if I sign another 2year contract I could receive credit that would take care of the re stocking fee, if not the non payment fee would go against my credit that sounds like blackmail to me will you please help

i bought i phone which was falty, call complain send me another same, 2nd was falty also, call again send me 3rd phone same it was falty also, calls drop,some time it will not deal ect, call again asking please send me a different phone they said i had to call again after 4th phone because they made a mistake and there was nothing they could do, to waitfor the 4th phone and iff this didn't work they will send me different one, same problems with 4th, but this time when i call they say there is nothing they could do is the towers falt,that i change it to many times, i explain it was not my fault that all we want a relaible phone because my husband is a pastor and is very bad if you councelling some one that you get cut off, they say after 2 hrs on the phone with t-mobile spoke supervisor then manager that is nothing they can do no we are stuck with phone that does not work properlly and a 2 years contract, I can affort to buy new phone or wait 2 years for re new phone, please help

contract for 2 years with t-mobile, phone does not work, they dont want to change it under warranty

From the moment I opened the service nothing but problems. I opened a cell phone and home service with tmobile.The rate for the cell phone was 500 minutes a month and the home service was a flat rate fee of 9.99 unlimited calls. For the first 3-4 months of this time they were cutting my phone off because they were charging my home phone for my cell phone rate plan. So i was using the home phone for over 2000 minutes and they were charging me over limit fees.

After over 6 or 7 (months) or attempts to get them to fix this problem they finally did. I continue to have problems including no dial tone problems with the phone not working at all for numerous days at a time and the bill is paid. As we speak I have a out of order message on my home phone I just called t mobile and they said something must be wrong with my internet. I never had this problem with verizon and all I want to do is end this contract to go to a more reliable company.

No connection with wife and kids,numerous lost of messages, health appointments, buisiness etc.

I came US in early September 2008 and I made my cell phone in a t-mobile store on September 16, 2008. The first my phone plan was myFaves 300. In early March 09 ( I can`t remember exact the time. It was perhaps the first week in March), I changed my phone plan from myFaves 300 to Individual Basic with FlexPay by online website of t-mobile. After than, I changed, again, from Individual Basic with FlexPay to Prepaid by phone service center on March 24, 2009. They charged my Prepaid account $5 from my Flexpay account and refund remained money. It worked well for a while.

It was perhaps March 28 or 29, I tried to refill my account by $100 refill card. I called but, the auto-machine ketp saying that my phone number was not available and connected to a custom service center for prepaid. At the first time, they did not know what happened on my phone, but almost 6th operator found that my account was changed from Individual Basic with FlexPay to Prepaid, but my sim card was not changed; as a result, some kind of technical problems happened ( the operator said to me) and I needed to wait for 24 hours for changing the sim card to Prepaid.

So, I waited. The problem was it didn`t work. I keeped call them almost every day and in April 1, 2009, one of operator said I needed to wait another 48 hours. But, at that time, I couldn`t believe the operator`s saying, because they always said that I need to wait, so I made another call to them and another operator said I needed to change my sim card. But, I just waited another two days and in April 3, 2009, finally, I went to T-mobile store in Lynnwood, WA 98037, talked about my situation and changed my simcard. But, the problem has not fixed, and service center and techical support`s operators always said that they were going to fix this problem and their supervisor keeped focus on this.

Even, in April 6, I called to service center and one of operator said, I guarantee that your phone will operate in 24 hours, answered my question that I could not just wait another 24hours because you guys always said that their supervisor already knew about this problem and I needed to wait 24 hours. May 7, almost 10pm I called again, but she just said that I needed to wait 24 hours to 48 hours.

So, I have not used over a week and I don`t know what to do. I have already spent $100 for refill card and I did what they said, waiting, changing my sim card and waiting again. Now, 2:40am April 8, 2009, still I can not use my phone and I am waiting as what T-mobile custom service center`s operator said. I, frankly speaking, really don`t know what to do. I am not U.S. citizen and don`t know about U.S. laws. Please help me.

I could not use my phone over a week and still it doesn`t work and I spent lots of time for to make a call to them

I bought a cell phone Nokia 6133 on january 2007 from T-moblie with 2 years contract and one year warranty, after 11 monthes ,it started to freeze as I go,so I called t-mobile and spoke to Markita(T-mobile representative) and he recommended me to get Nokia 6263 instead of getting phone the same model I had and he convented me that this is a newer version and better phone , so I believed him and I accepted to get 6263, I used this phone for 5 days , during these 5 days, it freezed for 15-20 min every time I recieved a picture or message via blue tooth, and it has a function called voice clarity which used to activate itself while i am doing calls which makes me hear the person talking to me but he/she can't hear me, and every time this happened, I used to inactivate it , and as soon I do a new phone call it activate itself again and gives me the same problem,

in addition to giving people who call me a message that the phone is off and they have to leave a message but in fact the phone is on, and this caused my daughter's daycare to call and not be able to get ahold of me while my daughter's temp was 104 F. I called t-mobile asked them to exchangethe phone I have for Nokia 6133 the same model as my old phone because this 6263 is a defective phone and a supervisor called Brian said I can't get the old model 6133 any more because Nokia the manufacture discontinued it because it was defective, and I have to get a new phone 6263, I said Ok ,

after that I went online and I WAS SURPRISED to see on T-mobile website they sell 6133 which he told me it's discontinued and defective, do they sell Defective phones for their customers? I called again and the representative said I appologize but that what you are getting and nothing else I can do for you, they sent me a new phone 6263 a used and defective phone, Right now I have to deal with this bad service and the supervisor is faking me telling me the phone was discontinued, please contact me to let me know what can I do in such a situation, please, Thanks

spoke to arron my husband was having problems with his phone it was not keeping the charge. we had up graded our phones on 3/09/09 only had 14 days to exchange explained to arron asked me if i wanted another phone i said yes but that the same kind ,he said that he will be there it 8:00 to go in which i did and got nothing but a attitude from t.a. onger made it seem like i could not read were it said that there is a 14 days exch. on my receipt . t.a. o wanted to give me the same type of phone but would not exchange for a different phone after i had just talked to arron on the phone. no customer service at all t-mobile sucks

when I did--it was resolved. As instructed by T-Mobile, I took the phone to T-Mobile store Sun, 3/15/09. (in perfect condition). All that was necessary was the insertion of a "sim card", set up "flex pay account," and activate the phone. I was in the store for approximately 2 hours. I paid (by cash--with receipt) and left. I harged the phone and left it. Later that evening, I attempted to use the phone--nothing. I tried several times--nothing.

I called T-Mobile Customer Relations (?????) many times. They were so rude: I was transferred, calls disconnected by them until 1:00 am. This continued over a course of a week. Tues, Mar 17th, I finally reached a Supervisor who felt my pain and offered to replace the phone free of charge and send it to me. I have a witness. That never happened--one of many lies by T-Mobile. Thurs, 3/19/09, my friend and neighbor who happens to be a "techie" and I phoned T-Mobile and finally reached a supervisor-tech support. He instructed us to remove the back cover--the battery and read the "sim card #) and the IMEI #).

afternoon. Never happend.

heard her instructions and what I did. The same thing I did the night before. I'm told by T-Mobile that everything that is discussed over the phone is recorded and goes into my "Computer file." You would think that the records from the night before and the entire week would be on the computer. Obviously not. This time, as before, the "Sim card came lose--because with the "damaged prongs" -- she had broken the phone completely. You would never be able to fix the phone like new.

This is why I am contacting you.

Tmobile has not corrected the caller ID problem I have had from day 1. When I call my land phone someone else's name appears with the phone number they gave me. On top of that they stole 59.16 from my checking account without my knowledge which overdrew the account - all together I have paid them 295.18 since ordering my phone on February 26th but have not been able to use. it

I am receiving chemo therapy for recurrent ovarian cancer so I need this phone in case I have any problems with the medications so someone can come get me. No one would recognize the name on the caller ID. I am on disability and really need a cell phone in case of medical emergency.

Tmobile has not corrected the caller ID problem I have had from day 1. When I call my land phone someone else's name appears with the phone number they gave me. On top of that they stole 59.16 from my checking account without my knowledge which overdrew the account - all together I have paid them 295.18 since ordering my phone on February 26th but have not been able to use. it

I am receivinh chemo therapy so I need this phone in case I have any problems with the medications so someone can come get me. No one would recognize the name on the caller ID. I am on disability and really need a cell phone in case of medical emergency.

I purchased a samsung phone t919 and I paid 399.99 plus taxes. (we bought 2 of the same phone) My phone has been malfunctioning for the past few months, and Tmobile has forced me to change models. Now, even though I paid invoice proce for my phone, the refuse to give me a new Behold phone. The have decided to downgrade me to a Blackberry 8120. I spoke to ALI from Tmobile's Executive Office of the President, who was extremely nasty.

She stated to me that that was too bad, and she's sorry, but they can't help me. I have tried to reason with them and get a phone that is equal to what I have, but they wont listen. Please Please help me. Sometimes its not what you say to people, but the way you say things. Ali refused to tell me her ID number or how to report her to a higher power. She stated I am the voice for the President, he has no voice, just mine.

My phone is only 3 months old. The battery is shot and is unable to charge. They do not sell batteries at any store. So I called customer service and they are sending me one which takes up to one week to receive This is my only phone. I do no have a land line. Now T-Mobile says for $100.00 they will give me a loaner until mine is fixed and return the money when I return the loaner. If I had $100.00 I could just buy the battery for $59.99. Why don't they sell these stupid batteries at a store?

The only consequences I will have is no access to 911 Emergency Service for several days.

I have been a T-Mobile customer for 5 years. I recently got a new Blackberry at a T-Mobile store. I travel extensively and when I arrived in Australia, my Blackberry did not work. I was forced to use the hotel phone to call my wife, who then connected via cell to T-Mobile support. We spent two hours on the phone. I told them repeatedly that when I switched phones, T-Mobile must have altered my records somehow, thus blocking me from use. T-Mobile support continually denied this. They had me wipe my phone clean, thus eliminating my two email accounts.

Finally, they transferred me to Blackberry support and they found that they had mistakenly blocked me from making international calls. They offered me a $15 credit. This, when my long distance hotel line call had to be in excess of $100, my email account eliminated and two hours of my time wasted. I now have to go into the T-Mobile store to get the email accounts reinstated - more hassle. T-Mobile's support is awful and incompetent. At one point, the support rep told me to go into a T-Mobile store in Australia. Small problem, T-Mobile has no operations in Australia. They have to be the worst servce reps ever. Even promised to call me back and didn't.

$100's of dollars in time and land-line phone bills. No email access on my phone. More disruption when I return from the US to have to take time out of work to go to T-Mobile store and reinstall email accounts. All becasue of their mistakes. They have told me they will call me, but I have not recieved any contact.