Complain about a product or service

T-Mobile - Defective Phones

Faran of Houston TX (09/03/08)
I have used AT&T services for a very long time. I just switched to T-mbile 45 days back and bought a new blackberry pearl 8120 with them. today my screen has cracked and they refuse to help me at all saying that i need to buy a new phone. i have already spent $300 on this phone and dont think i need to be charged a penny for my replacement as its been hardly 45 days pls help.

Fatou of Chicago IL (08/29/08)
I am a concumer with T-Mobil and have insurance on my phone. I had a problem with my equipment and I had it replace by T-Mobil who sent me another phone. I sent back the defectif equipment and since T-mobil received late, they charged $143.00 representing the price of the phone. And according to T-Mobil CS, I have to buy the phone because I did not get it to them on time.

But at my surprise, they will not give the phone they charged me $140.00 for. In other word, they keep the butter and the money for the butter, because they said that the phone is at their warhouse and they cannot send it back to me. Is that fair?

So I bought a defective from T-Mobil and T-Mobil not only keeps the money but also keeps the phone

Paul of Buffalo Grove IL (08/26/08)
Having been a customer of T-Mobile for over 8 years, I've seen their service improve and degrade, in all respects. Over the past 12 months it has hit rock bottom. I do not get my call waiting notice, text messages or voice mail notifications on a timely manner. Sometimes they arrive instantly other times not at all or not for hours. I have been patient spent hours on the phone with condescending individuals that want to verify everything, ask questions looking for the answers that was within the information I already provided.

hey constantly ask me if I am recording the call as they dont allow it, but will not talk to me unless they are recording it. They will not send me potential repair instructions but will walk me through the repair. Which I have done. Cycle the phone, swap SIM card, master reset, etc. They want me to be on another phone when I work with them; but that is difficult. I dont have another cell phone, I dont have a landline and when I am at work, I dont have the time to wait and spend 20 minutes trying to get to a competent level two technician and then another 20-30 minutes to re-do what has already been done.

They take the stance that it is the phone with the problem verses theirs. They are unwilling to provide a direct dial number to a competent level two technician, they insist that you go through the process, explain the problem again and again, and try the same things over and over again. And these people are experts in saying oh I understand, I am sorry, sounds like youve done that already; it is a very condescending experience.

Phone calls are recorded without notification; with no option to opt out of recording and when one says that they are recording or monitoring the call, youre immediately disconnected. Bottom line call waiting notification works when it wants to; calls are automatically forwarded to voicemail for no reason on a heather come there basis; voicemail notification comes through sometimes and never on a consistent basis; text messages will come in anywhere from immediately to hours after being sent. Poor signal areas are noted to customer service and in 8 years, not one of the poor signal areas has improved.

I have lost business as a result, wasted time in going to apppointments that were canceled, spent countless business hours and personal time, trying to fix or at least heal the problem.

Ana of Elizabeth NJ (08/25/08)
I was texting my boyfriend when someone runs passed me and snatches my phone. Nobody helped me and I had to report it stolen. I called Tmobile to get a replacement Sidekick LX. They ended up sending me a refurbished LX. The phone had 2 default, one was the MicroSD chip wouldn't stay in so I couldn't listen to my music or view my photos, the other was that the power button was supersensitive because the button was crooked.

I called back and they sent me a new one. A week later my phone was stolen again.  I ran into Walgreens to talk to a cop, there was no cops but the associates called them for me. Once they came I was on the phone with a representative, the cops have a way to track a phone so they asked me to get permission for them to do it from Tmobile. They refused and said they couldn't do it only in emergency cases. I explained to them it was my second time and still no help.

the next day I spoke with the supervisor and he ended up calling me irresponsible and that I should've been more careful. They didn't help me at all.

Robin of Roanoke VA (08/19/08)
I bought a brand new T-Mobile Wing at a price of about $325.00 to $350.00 and within 6 months of purchase the screen started to go black, I could not make phone calls until the screen would refresh (which would take anywhere from 5 to 10 minutes), the phone would not ring when I received an incomming call although it would show on the bottom of the screen that I had an incomming call. I received a text message from about 2 months or so ago thanking me for my online payment for my bill, I could not send or receive text messages, I could not hang up after a call was placed, people would not get the text messages I sent them, I could not get onto the internet.

I called T-Mobile and they tried to fix the problem numerous times to no avail. They said they would send me another phone. I asked if it would be a new phone and they said they did not know. I told them I did not want a refurbished phone because my current phone is not over 6 months old.

I pay $5.00 a month in insurance and I received a refurbished phone yesterday in the mail 8/18/08 along with a flyer stating that if I did not return my defective phone within 7 days that I would be charged a restocking fee of about $380.00. I feel that since I have paid ALOT of money for this phone I should receive a replacement NEW phone instead of a referbished phone.

Kiley of Ringgold GA (08/18/08)
I started my T-Mobile service in January of 2008. I have had 5 cellular phones, two by choice. I had one I received at activation but soon upgraded to the Samsung SGH-T429. I have personally had 4 of these phones since upgrading to it and my son, who shares the plan with me, has had 3 of these same Samsung SGH-T429 cellular telephones. They continuously reboot, no matter if I am on a phone call, using the text messaging, or using the web feature. All seven phones have done the same thing. My son's phone even blocks the same websites I sent him after locating them, even though we do not have web guard on them.

We have been told repeatedly we cannot get a different telephone until we have met certain criteria, but we are not given that information as the company does not want us to defraud them. Now, we have been told as of August 11, 2008 that we can get a different phone if the most recent ones we received last week go bad. So far mine has gone bad! Now I am being told that I don't meet all the criteria to get a different brand of telephone!!

The consequences of these issues is that both I and my son have lost potential jobs as the phone either shut off during a telephone interview on my part, or because his phone would not work and he missed calls from a potential job he was hoping to get. Another consequence is that we are paying a large sum of money for service that we cannot use, thus hurting me when I could be using that money somewhere else.

Paula of Shawnee KS (08/11/08)
On August 7th 2007, I joined TMOBILE. We have a Family plan with 3 lines. Originally we had 2 Razr's and a slider. My Razr on the 9th of Aug went to a white screen and was unusable for hours. I shoulod have known right then.

The slider, the display broke in a week, was replaced for free and the same thing happened. We then upgraded to a different phone that would have white screen issues, inability to answer the phone. We called and they recommened a different style, which was a poorer phone that what we had, it was sent back and replaced with the former model.

The Magenta Razr we purchsed has been replaced 4-5 times in a year for numerous reasons. White screen, won't hang up, turning itself off , circling, pretty much whatever you can think of.  This Musicxpress, drops calls constantly provided you can even make the call. Doesn't send or receive text along with the other phones.

We have spent contless hours on teh phone with TMOBILE and have ended up getting refurbished phone after refurbished phone. The service department is horribly rude.Having to spend 10 to 15 dollars per phone for shipping is getting ridiculous. I understood that signing a contract for two years would have me with TMobile for that amount of time. However to have to extend your contract everytime you get a new phone in hopes it will work is a bit much and I will never get out of this deal and contimue to have horrible service and maybe have a phone that works.

Henry of Redding, CA (08/05/08)
when i signed up for t-mobile i told the t-mobile service rep that i was in the constucion trade and that i need a phone that is tuff and that could handle my type of work. He told me he had the phone for me. they had a phone the the rep said was ford tuff, he stated to me that the phone had survived a trip though the ford assembley line and that was the phone for me.

well the first phone the sent me did not have a good reception i had one dropped call after another. so i call many time before i got a second phone this phone did not drop calls but shortly after i received the phone the front display sceen devloped a spot on the screen that looked like a leaf. i showed many people because it looked cool.

so i called customer care and went through all the steps including checking for any damage to the front display screen. there was no physical damage to that phone at all. so the sent me another phone so about two months went bye when i noticed a $100.00 charge on my bill. so i called customer care about the charge they said my phone was damaged and it was my fault so thats why i was charged.

customer care told me they would give me 15 days to dispute the $100,00 charge and i set up a payment arrangment to pay my bill less the $100.00 for the phone will i made my payment even a little more than agreeded on. so the day after i made my payment they shut my service off wanting the $100.00 for a phone the gave me time dispute, so i had to pay them another 95.00 on top of the $170.00 i already payed them.

Ronald of Los Angeles CA (08/04/08)
Poor service so, I decided to pay early termination fee. It was cheaper to pay than to continue poor service to the end of the contract.

I paid $200.00 which created a delay in other bills.

Lisa of Gaithersburg MD (07/30/08)
My recently purchased T-mobile Shadow phone won't hold a charge. My phone dies after two days with little to no usage. The manual says it has 120 hours of standby time and 5 hours of talk time. When I spoke with T-mobile customer service, they acknowledged the problem but would not send a replacement phone, citing the replacement phone would not hold a charge and therefore the problem would continue. The only solution they offered was for me to pay for an upgrade.

I did not pay for an upgrade. I have to charge my phone every other day when all I do is turn it on, dismiss a few emails, and talk less than 10 minutes.

Michele of Atlanta GA (07/21/08)
Mobile Phone service since Aug. 2007. Changed Sim Cards. Can not make call from UK to USA. Had previous service for over one year. My Plan with T-Mobile has NOT changed. Five phone calls still not offer for resolution.

Cost to me $28.00 Plus $23.00 for calls from my hotel room in England to US. sim cards at $20.00. No suggestions on how to resolve this. I am paying for service not receiveing

Stephen of Aurora CO (07/16/08)
Started new service with T-Mobile in October, 2007. By July 2008 the phone I ordered had completely stopped working. After several emails with absolutely no response, I returned to my local T-Mobile store and was given a pamphlet with a website and phone number. I went to the website (my phone no longer works) and filled out the form. I was an email stating that my new phone would arrive within 2 business days.

After 4 days, I went online again and put in my claim number. It stated they need further information and gave me a link. I followed the link and filled out more information. I received and email that said my replacement phone would be delivered within 2 business days and gave a date.

5 days later I still had no replacement phone. I went to the website again and and entered my claim number. It stated I needed to fill out further information and gave me a link. I followed the link, once again, and filled out more information. I received and email saying that more information was needed and I was to call this 800 number.

After borrowing a cell phone I called the number given to me in the email. I was on hold for nearly 30 minutes. At this time the owner of the phone started to complain about her minutes being used. I terminated the call and took the phone back to the T-Mobile store along with a note, saying pretty much everything in this email. That is where the phone is now. I have since tried to lower my plan online on my account. For some reason I am not allowed to. SO, without a phone, I am still paying for service from a company that refuses to answer or resolve my issue. This is my next step. I'm sure it is one of many.

Jackie of Huntington NY (07/15/08)
I originally purchased a phone and plan from T-mobile in May of 2007. The phone malfuntioned 2 months later, so I returned for a new phone which was a complete hassle. T-mobile then gave me a refurbished phone which was past the coverage date so I had no recourse when it malfuctioned.

My current phone only works rarely and they refuse to replace it without another 2 year contract. My phone is less than a year old and it does not work properly, but it cannot be replaced by T-mobile since the warranty is dated prior to my initial contact date. The phone's warranty expired before I had even been a t mobile customer. I have tried numerous attempts to resolve this to no avail.

I will be dropping tmobile as my carrier and they require a cancellation fee of 200$ which is absurd. I write you to tell you about the poor customer service and ingenuous practices at this company. Thank you,

It is imposssible to make calls., therefore it has affected all aspects of my communications. I refuse to be taken for services not provided.

Wilson of Dearborn MI (07/14/08)
i upgrade n purchased a cell phone from tmobile i got a defective phone called tmobile blast when i saw it nline which is where i purchased it it said battery life was 15 hrs and i ordered irt it came and has never held a charge longer then 3 hrs if you get 1 phone call and 5 text the battery is dead how ridiculous if that after you pay 173.00 for phone

i cld tmobile they agreed to send me a new battery assuming it was just battery never once was i told that particular phone holds a charge for only 4 hrs which is what i was told by tmobile supervisor thomas today after my 5th call to tmobile to resolve this .i cld 2nd time and tmobile reluctantly send me a 2nd phone of the same and it was a refubished phone which i shoulgnt have gotten becuase i paid 173.00for a new cell ,they now say it has past 14 days so too bad your stuck with it

i have written to president and ceo of tmobile and also samsung president in hopes for one of the companies to have some type of customer service policy to allow me to at least get a replacment phone that i would pay increase for and return this one towards credit on this defective samsung blast ..that is only 3 week old and tmobile is useless and refuses to help in any way ...

Annette of Norfolk VA (07/12/08)
I have been a customer with T-Mobile Cell phone company for 5 years. 2 years ago, I purchased a BR50 razor phone from t-mobile Since then I have been having problems with the screen going black. I did purchase warranty, but really never had a chance to use it. My contract stated that within the 90 days I would recieve a new phone. What I thought was a new phone, but I later found out, it was a refurbished phone. T-Mobile did not inform me that it was a refurbished phone until the 2nd replacement. My response to T-Mobile was I purchased the phone brand new, therefore I should recieve a new phone, since my 90 day warranty had not been exhausted. I have been told by T-mobile customer service that the T-Mobile Razor BR 50 phone reception is not strong and they have been having problems with the screens going black. When I asked why are they still on the market, I recieved a I don't know!

Well after the 4TH phone replacement, I asked for a compatable phone without YET ANOTHER 2 year contract. They told me that there was not a compatable phone, when indeed there is, and they would not give me a new phone although my 90 days had not been exhausted. So yet I recieved another razor phone in late May. In July, my screen went black again. I phoned t-moble and their response was basically the same , but this time they offered me another phone with a 1 year contract. I explained to them I DID NOT WANT ANOTHER CONTRACT. Why would I want another contract when they cannot honor the first contract by replacing my new phone with a new phone.

After being hung up on I called back and demanded to speak with a supervisor, and was told to contact customer relations. I have sent them a letter with no hope in resolving this issue. As a result I have to pay $200 to get out of my contract and I feel that since T-Mobile made this phone, they should be able to accomadate their customers and not have to give them a used phone that may or may not be in adequate working condition. I currently have an additional phone from T-Mobile Samsung T-319 that I have had since I have been with the company and have not had a problem.

As a single mother it is very important that I keep in contact with my daughter, yet I have been subject to not having a phone for 5 days with poor customer service. They were not sensitive to my needing a phone right away to keep in contact with my daughter. I am prepared to contact the Executive Officers: Mr. Robert Dotson, Mr. Cole Brodman, Mr. Brian Kiekpatrick, Mr. David Miller, Ms. Susan Nokes, Mr. Neville Ray and Mr. Rob Strickland to inform them of such services that I have recieved from T-Mobile regarding the T-Mobile Razor BR50 that they currently have on the market.

The economic damage is that during the 4th phone, I purchased 2 chargers at $17.99 each thinking that it was the chargers, but it was the Razor phone. My daughter and I were left without a phone service and I was unable to communicate with her.

Sridhar of Naperville IL (07/12/08)
I have blackberry Pearl phone with T-mobile service. I purchased phone from T-mobile vendor at Costsco in Feb 2008. It worked fine for 4 months. All of a sudden it stopped working when I am at home. I am able to make calls. But not able to receive calls. Callers do not get to voicemail even. Line gets disconnected abruptly. It just shows up on my missed call list. It just doesn't ring at all. It happens when I am at home. I reported this issue to T-mobile 15 days ago.

Nothing happened till now. Spent about 10 hours discussing the issue with Tech service team. It not only happened to me but also to a friend of mine. It looks like it is happening to quite a few people in the area. Every time we talk T-mobile service team they create a service ticket or support ticket. But not able to resolve the issue. I am paying full amount for the service. As I am still under contract I can not change service provider. It would cost me at $400 and may have to pay for the new phones. It is total misuse of regulations in telecom Industry. I do not know who to approach to report this issue.

Not able to receive business calls on time. Waste of time following up the issues.

Michael of Saint Louis MO (07/07/08)
I have had 5 handsets fail on me - one of them out of the box, was promised 200 anytime minutes as a means of compensation - they were not credited & as a result was billed for overage. Was called a liar by Jeff in customer retention and had Jeff's boss tell me that T-Mobile does not guarantee anything and any problems I have I am stuck with with no way out.

I am a disabled veteran on a very fixed income - this is literally causing me to change my diet and restricting my ability to buy needed medications in order to pay for overages that should not have occured. I continue to have problems with my phone and am not receiving any assitance.

Edward of Laguna Hills CA (07/02/08)
 I am an extemely unhappy customer. I have documented dropping calls since Jan 2008. My warranty expired in March. Earlier today, Blackberry service agreed to switch out my phone but my phone dropped the call before completing transaction. On my call back, CSR wants to sell me a phone.

After 7+ years of being a T-Mobile customer, I am considering competitors. I am seeking a promised replacement phone. I replied to Gerildyne, Blackberry CSR, who sent me a SIM card and updating software directions. She also said she'd would switch out my phone of SIM/update didn't work.

I use my phone for business and is negatively impacting doing business.

Virginija of Masontown WV (07/01/08)
Almost two years ago our family contracted with T-Mobile for a two-year, 4-phone service. 2 of the phones were within T-Mobile's range, 2 were not. At the time we signed the contract, we explained to the salesman that 2 of the phones would be in WV. He said that was fine, and our contract also indicated that there were no roaming limitations.

Less than 2 months ago, one of our phones broke. The T-Mobile salesman said it was water damaged. Actually, it had never been exposed to water, & we found out on our own that the problem was a bad battery (the salesman had no way of testing the battery or the charger!--even though we had told they would service the phones). The salesman tried to sell us a new phone, & a 1-yr extension of our plan. At that time we asked again about roaming charges (we weren't sure where one of us would be located in the next year), & were told that there were no roaming limitations, & shown a brochure to that effect.

On June 26, on our daughter's 18th birthday, her phone, which she had been using in WV ever since our contract started, had its service cut, with absolutely no prior warning. We had no clue that T-Mobile would do this. At first, we thought the phone was broken. When we figured out service had been cut, we called T-Mobile, & were told there was a new policy which cut off phones which made too many out of range calls! There was no reversing this policy. We were told by a customer service supervisor that T-Mobile had substituted a new contract for our original one (!!!) We have no idea what the other provisions the new contract might have.

We have been paying T-Mobile for almost 2 years, with nary a missed or late payment. We are in a rural area, & for long stretches of this time, did not have T-Mobile service in our home, & when we did, had bad connections. Moreover, those of us who live within T-Mobile range often do without service as well. So service was never optimal Now losing one of the phones has thrown our lives into disarray. The young lady who has lost her phone is now unavailable to college contacts, work contacts, and to her community service colleagues. Not to mention that she has been cut off from friends --as I say, we are in a rural area. We are now scrambling, at great inconvenience, to find another phone service. And, I suppose, we will then need to cope with T-Mobile's charges for opting out of their service before our contract expires.

Jonathan of Los Angeles CA (06/27/08)
Starting on June 25th, caller to my cell phone reached a recording stating that my phone was no longer in service. As a small business guy, this is not a helpful message. Lost calls means lost business and even worse, suggesting to my callers that my service has been disconnected is embarrassing and damaging to the perceptions others have of me.

Despite repeated calls to T-Mobile's customer service department and a visit to a T-Mobile store where my phone was subjected to various diagnostics, the problem has persisted -- even though I was told repeatedly that it was fixed. The core of my concern is that outgoing message saying my service has been terminated. One way to fix that would be to switch immediately to another carrier -- but T-Mobile would then charge me a $200 early termination fee.

Since that is probably a lot less than the business I have lost the last couple of days, I asked T Mobile to waive that fee. The company refused. I also asked if they could somehow change the message that callers were receiving that stated my phone was out of service. I was told this was not possible.

Hard to say. I know I missed calls from one organization that was at least persistent enough to send me an e-mail. I know for certain I missed an opportunity that would have netted me a few hundred dollars. However, the biggest damage is creating the perception that I can't even afford to pay my phone bill. I may never know what that has cost me.

Laura of Beverly Hills CA (06/26/08)
I purchased the dash in order to send and recieve email. Ever since I hooked up internet I have never been able to reply to email. Defeating the purpose of my purchase.

I have made several calls for months now, each time, I am either connected to someone who knows nothing or am told something different. I was once sent to go to an acutal store, there the customer service person could not help me. then i was told to purchase a memory card to store my information as I needed to do a master upgrade (my phone is new and shouldnt need one- but ok). I get the card, download the upgrade. All I get is my songs that I purchase wiped out and a phone that STILL can not reply to email.

I call and they not only will not send me a new phone, they will not credit me for the past three months, and are not offering any assistance. So I am left with a phone that I purchase purley for email that does not send email. Down the 50 dollars for the memory card, down more money for loosing the songs I had purchased, and locked in a deal with Tmobile and a phone that DOESNT Work. They also informed me that since MY BROKEN phone was NEW I was not eligable for upgrades and could not cancel my account without a 200 dollar fee paid until 2010.

Stephanie of Belmont MA (06/24/08)
I shipped my daughter's phone (Sidekick 3) back to T-Mobile for repairs. I followed the directions provided by their customer care representative and sent it by UPS at the company's expense on April 30, 2008. The phone was received in their GA warehouse on May 5, 2008. We were supposed to receive the phone back fixed, or replaced by a refurbished one, within ten business days. Today, June 23, 2008, I have not received the phone despite numerous phone calls, faxes and emails to T-Mobile. Despite researching on their end and acknowledging the tracking information, I still have not received the phone or a similar replacement.

Despite having my phone in their hands, I have been charged monthly fees for service. I cannot cancel the service or I will be charged an additional fee of close to $200.

Miss of Palmdale CA (06/20/08)
I used a Sanyo E105 for 3 years. I always used my ear piece but when the wire broke twice, I started to put the phone up to my ear. After a few weeks, a sharp pain shot through my ear! It was horrible and happened again without my even using the phone. Mind you, when I used the phone, i only used it for a few minutes at a time. Now I'm afraid that I'm in for further problems.

I have ear pain every so often. Has anyone else complained of this?

Michelle of Philadelphia PA (06/16/08)
I purchased my phone in 2006 it is a nokia 6133 after having the phone for about 6 months it wouldnt let me send or recieve text messages and my phone would go directly to voicemail when my phone never rang. I exchanged it for the same model and that phone lasted about 2months, so i exchanged it again each time i had to pay 10 dollars shipping each time, anyway that phone lasted about a week i once again exchanged it,

the next phone lasted about 8 months, when i tried to exchange it my warrenty was up i had to pay 75 dollars for the same phone plus shipping that phone lasted for 1 month then people would call and i couldnt hear them and they couldnt hear me once again i exchanged it that is now my current phone i strongly believe that t-mobile does in fact sell defective phones

none to myself but all the phones exchanged where not damaged in any way when returned by me

Michael of Detroit MI (06/13/08)
I've been a customer for a little over a year, and during that time I have exchanged my defective dash on at least 5 separate occasions for one reason or another with the exception of me dropping one of them @ some point which I have taken full responsibility of that particular incident and was charged for a replacement. The most recent incident occurred this past Monday 6/09/08, I had just ended a call, and not even 5 minutes later I went to retrieve my phone and the entire screen was blank/white. Immediately I powered down my device removed the battery in the efforts to reboot, but it only had done the same thing!

After calling T-mobile at or around 1am (central standard time) and explaining my dissatisfaction with the overall performance of the Dash, I was informed that nothing could be done other than a handset exchange due to me being month to month in other words a flex pay customer. After speaking with John (rep), and Mitch (mgr) both out of the Oklahoma office, I was than proposed a hand set upgrade to the Wing model discounted @ $100 off the regular price.

My dilemma is that I feel very uncomfortable with paying hundreds of dollars for another device when in fact the original device I paid the regular price (which was over $349 @ time of purchase) has not lived up to it's expectations, nor has it's life's expectancy been longer than a period of 4 months on any of the many exchanged devices whether it had been issued refurbished or brand new!

Ki of La Mesa CA (06/11/08)
I had received a t mobile blackberry 8800 which was under warranty. T- mobile sent me to technical support to trouble shoot the issue. They could not fix the issue and transfered me to RIM for further the troubleshooting. The problem was found after being bounced back and forth from t- mobile to RIM. Finally after 4 hrs the senior technician at RIM explained that the issue was hardware related. RIM again transfered me to t-mobile to have the warranty instituted. T- mobile explained that the warranty did not apply due the fact that the phone was not purchased by me in the first place. I advised t- mobile that I only wanted to send the phone out to get it repaired and did not want a new phone. They explained that they did not have a repair center for the Blackberry 8800.

T mobile transfered me back to RIM and the RIM rep. explained that the contract with T mobile did not allow the phone to be repaired. They explained that they did not have a contract to have the phone repaired. The RIM rep then transfered me back to T- mobile to see if they would honor the warranty. T- mobile explained that RIM would be able to fix the phone and they did not know that RIM does not fix the blackberry 8800. The limited warranty states T- mobile assists it's customers by administering the phone manufacturer's warranty, by means of troubleshooting, repairing, and/ or providing replacement devices. The phone is still in warranty and yet they could not provide a center to have the phone repaired. After speaking with another RIM rep they stated that anyone with a Blackberry 8800 with t- mobile would not be able get it repaired.

After spending 6 hrs on the phone with numerous technicians and customer service reps. The phone is un-repairable not because of the defect but simply because neither company wants to repair it. The phone is $499.

Danielle of W. Roxbury MA (06/09/08)
In April 2008, I paid over $230 for a T-Mobile Dash and received three dysfunctional phones (one did not work as a phone, one would not allow me to exit the outbox of my text messages so I could not send/receive, the Microsoft Office functions did not work, and the list goes on). After calling quite a few times during the 14-day return period, I finally stated I would like to return the phone but was told that it was the 15th day and could not return it due to buyers remorse. Please note, I did not want to return it because it didnt look the way I wanted, I wanted to return it because it did not function.

After three additional phones failed to work and hours I had to spend troubleshooting these phones - I was told by Customer Service that I could receive the FOURTH Dash the Blackberry 8800, as this phone is an authorized replacement under the warranty?. Please note, the 8800 was launched in April 2007 so I paid full price for a phone that is no longer offered in their stores. I would not have chosen the 8800 and I do not believe I should be required to keep this or a phone that has proven to be defective. Since there is a warranty, I would like to use this warranty to RETURN the phone and receive a full credit.

I did not have a phone that worked for over a month and spent countless hours on the phone with their tech department troubleshooting and customer service returning the defective phones and requesting that they let me return the phone for a full credit.

Kurt of Oak Harbor WA (06/06/08)
I purchased a hot spot at phone from T-mobile. This replaced my land line phone. The calls come through my cable and then go to a router and tie into my wired home phones. I have had the service for about 3 months. In that time I have had to reset my modem 6-8 times. I had to do this because either I noticed my phone was not working or someone contacted me via cell phone or email that they couldn't call.

About 6-8 times resetting my modem did not resolve the problem and I had to spend hours on the phone with T-mobile waiting for them to reset something on their end. I now have an unreliable land line phone and 3 cell phones that get service only if we are in one corner of the house standing on one leg and exhaling. I can't get out of the service for another 20 months. Does someone have a T-mobile number or address to contact to talk with someone with the power to compensate?

No phone service. People calling and being told they have to type in a pin number. No dial tone.

Terri of Las Vegas NV (06/06/08)
On March 3,2008 I switched my service from Cingular to T-mobile. I was told I would get the phone I wanted when it came in. It never did.I called every week for about a month.Finally I was able to pick out another phone. From March 6th until Now June 5 ,2005. My phones cut out,drop calls and I have no service in my home. After numerous calls to T-mobile cust service, they sent me 2 wi-fi phones to have me sign up for hotspot. They said there would be no charge for the new phones or shipping charges since I have no service in my home.

As of today I am arguing with them on the phone about the phone charges they put there. On March 28,2008 my father passed away and one of my 3 lines was cut all the way off for no reason. Ruining my fathers burial service. After receiving my wi-fi phones I was asked to purchase the router for the 2 phones they sent me. I now am tired of T-mobile and am angry that I have one problem after another with them. I am at my wits end. I am hurt,I cry all the time and I cannot simply afford to pay for the service contracts on my 3 phones to be turned off. Please somebody help me.

Losing business, fathers funeral service was ruined,cut off from my family and friends in the middle of a conversation. My phone, husband and daughters phone cuts off everyday numerous times a day and I am going crazy from it.

Elizabeth of Herriman UT (06/05/08)
I have a Razr Motorla W490. I have had to exchange it 3 times now, becuase the buttons continue to fall off. On third exchange I requested a different model do to the fact this model is defective. They refused and said I missed the 90 day period from when I exchanged the 2nd time. I was two weeks to late. They offered me a new model if I extend my contract another year otherwise they would send me the same orginal model and I would have to pay the $10 shipping fee now for a third time. They refused to waive the shipping fee the third time when I asked.

How can a company keep sending you defective merchandise that is obviously defective. I wanted to get out of the contract do to the fact they sold me a defective model. Becuse they wanted me to pay a $200 early termination fee I am forced to stay with T-Mobile until my contract expires. The folks at the T-Mobile store all agreed this phone is a bad choice and they do not even try to sell it to their customers do to the complaints.

3 trips to the T-Mobile store, 3 shipping charges and frustration. Stuck with T-Mobile until contract expires even though I am a very disatisfied customer. I just want them to provide a different model cell phone and be reimbursed for the shipping charges.

Annette of Centerville UT (06/05/08)
I contacted T-Mobile and was told they had a no contract plan with 1000 minutes and free nights/weekends. It was a great offer and I took a few hours to consider the plan and when I called back another representative told me the plan was a valid plan so I ordered the plan. Since I already owned the T-mobile phone through their pay as you go option they said I could just change the sim card and I paid to have one sent to me.

When the card arrived today I went to active it and was told the plan sold to me actually expired 2 months ago and T-Mobile refused to honor the agreement. So, they sold me a plan which doesn't exist.

Three hours on the phone with T-Moble trying to get them to work with me on this, plus a sim card for a plan which doesn't exist and $40.00+

Veronica of Pomona CA (05/11/08)
My phone does not work, I have proof that I paid for insurance for two years, but they say it was only for one year, so they won't give me a new phone.

I need a working cell phone in order to communicate with other people in case of emergencies. I don't have enough money to buy another one, I had been relying on my insurance.

Ciara of Los Angeles CA (05/08/08)
December of 2005 I purchased a Sidekick II from the T-mobile store on Wilshire; loved it - had to have it. A month after having it I started fooling around on the T-mobile site and looking at the options on the phone. Well, caller tunes looked fun so I signed up. When I did an icon appeared on the page that said Your caller tunes will expire a year after purchase. Sounds great, right? I will come back to this.. So, about a year into my sidekick I have to call T-mobile sidekick support because my phone is janky. When I call I am told to do a hard reset on the phone and basically that became the demise of that phone; 1-8-7. I was told that I had to file for a new phone with a separate company, Assurion, which honestly is an ENTIRE SEPARATE COMPLAINT.

I call, I tell them what happened and then they say, 110 dollars, please. Of course I am not paying that money on a phone that I DIDN'T explode via subliminal voodoo text support. So, I paid on my base bill for 1/2 a month (while I didn't have a phone that worked) while I waited for T-Mobile to respond to my BBB complaint. And they did, they made that credit but a few months later I found out that my 110 dollars went to buy a REFURBISHED sidekick? ARE YOU KIDDING ME?

I complain again and they basically pat me on the head and say HA HA, JOKES ON YOU, SON! Why did I stay? Because of the Sidekicks options. Around two-years later the refurbished phone goes kaput, naturally and the only way they should go is when the owner takes it out, which I did. I bypass T-mobile all together and go right to Assurion. I know this is going to be 110 dollars but I am very, very, very clear that I do no want a refurbished phone. Unfortunately, I am told that they no longer carry the Sidekick II and they only have the III and lucky for me I am up for an upgrade!! I don't want the III, it seems cheap.. I want the sturdy II that can withstand my key chain in my purse and when I put large amounts of paperwork in my bag. I DO NOT WANT A PHONE WHO'S KEYPAD COULD COME OFF!

This rep then tells me that she has one left, it is a refurbished phone and that I can have that one if I like. Again, I have to say yes because this is what I want. I get it around 5 days later (I still paid on my base account on those 5 days I didn't make or get a call) and the phone came. Inspected it, looked good but began to have a SIM card problem. I called T-mobile and they told me I could buy another SIM card at any store but I was worried about all the money I had spent on the programs on my phone (you had to pay for a calculator back in the day and I wanted that damned thing back! plus, I had mass games on there.) I take it to the T-Mobile store near my house in the Westside Pavilion and one of the workers is like You're SIM is fine but here is a SIM card that you can take with you to verify. I put that second SIM card in at home and called T-mobile from another phone and basically got Call Assurion, the got you that phone. Teeter-totter! I called Assurion and they said they will send out another phone ASAP.

This is around last Christmas when this phone shows, and I know because I get it and put the SIM card in and my son slices his head open and my day then becomes a trip to the ER. While I am there I decided to download all those games I once purchased so him and I can play them while we are waiting in between doctors. On leaving the E.R., a four hour trip, THAT PHONE goes kaput. Ah, man, I can not even tell you how frustrating that moment was. Over the holidays I went without a phone simply because both parties are too hard to deal with and I didn't want to ruin the spirit, sounds corny but I respect it and I waited till January to call either company back again. When I called Assurion I was told that I could have an OG Sidekick II from the actual supplier (I think that T-mobile bought out Danger Inc.)

I get this OG model that I currently have today that had way more wear on it than normal. WAY MORE but I deal with it because it works, right? I wrote an Email to T-mobile telling them I wanted a refund for my minutes I didn't use and I wanted to get credit on all the games I had downloaded to my SIM card. I got a 15 dollar credit towards my NEXT billing cycle. Thanks. And to top it all off, this phone has an issue with the shift button and doesn't allow me to use symbols in business emails. I can't or , or # or ; because the SHIFT key is jacked. So, while reviewing my relationship with T-mobile I went to review my bills and LOW AND BEHOLD...... I have been paying on caller tunes for 3 years while NOT EVEN USING IT. T-Mobile, thank you for being such an amazing relationship. Please pack your bags and get out of my life. I am actually submitting this again, for the 2nd time, to BBB.

Frustration. I've lost time and calls. You can't look professional with equipment and the service I was given. There were a few nights I could of been left out with my son on the highway or street with no phone when there was no daylight. Family couldn't contact me (other than the Holidays because they were here.) Financially I have lost 1.99 for the past 2 years and 5.99 in multiple downloads.

Clarece of Tulsa OK (05/07/08)
I've had my sidekick 3 since Sept. 'O7 and have been having problems with it ever since. Although it sounds like this is a benefit to me. My minutes wernt running. Everytime I asked to them check how many I've used they could never tell me. My screen would freeze calls can't come in a piece on the phone pops off when I flip the screen open. I've called them so many times about diffrent issues with the phone.

They switched out my phone after me crying and hollering. I told them I was thinking about cancelling my contract but I never told them to cut it off. They cut it off I had to go to my dads to get it back on. I'm still not able to receive my phone calls even with the new phone. I wanted them to upgrade the phone and not give me the same phone since I've been havin troubles ever since I got it. I want out! Or a better phone.

I'm a stylist and I have to take those calls no calls no money. I can't keep leavin a voicemail sayin my phone isn't workin all u can do is leave a message or send me a text.

Carla of Albuquerque NM (05/02/08)
May 3, 2008 To Whom It May Concern; I have been a T-mobile customer since 2004 and was relatively satisfied with my service until the last few months. I moved to Phoenix, AZ and work in a local hospital where I take call 4 nights a week for emergency procedures. I started noticing problems with my service and coverage around the first of the year. I called in to T-mobile countless times for help with the difficulties I was experiencing, which is all documented in my account. Everyone I spoke with kept me on the phone for extended periods of time, all trying the same things with no success.

We power-cycled my phone, reset the factory settings, tried a different phone, new SIM card, put in 2 engineering help tickets, but nothing resolved the issues of my phone not having service in certain areas and it not ringing even though I showed I had coverage. I explained to the representatives and supervisor that being a medical professional on call, I can not have a phone that does not work. I was at one point told by a representative that if trying a new SIM card didnt work that I should be able to cancel my service without paying the $200.00 early termination fee since the problems I was experiencing could not be remedied.

When I went to cancel my service, this was not the case. Even after going through everything that T-mobile suggested I do to fix the problem, I was told by a supervisor that the fee would not be waived because your coverage map showed I had service at my home. The reason people have mobile phones is so that they can use them when they are not in their homes. I was appalled by the lack of understanding and the difficulty I went through trying to take care of this situation. I have done everything that T-Mobile required me to do to resolve this issue.

I will not be paying the $200.00 cancellation fee and I will be forwarding this letter to the Better Business Bureau and the Attorney General. I want the cancellation fee removed from my account immediately. I appreciate your help in this matter and hope that after this situation is remedied I can still say that T-Mobile was a great company to have service through. If the fee is not waived, I will be forced to take further action.

Regina of Fullerton CA (04/25/08)
I purchased a Razr phone for my son. It wasn't working properly. T-Mobile promptly sent us a new phone and we had to mail non working phone back. Replacement phone they sent us stopped working and again I contacted T-Mobile. Again they sent us another phone and had us send in non working one. I noticed that T-Mobile had put a $114.00 charge on my bill!

I immediately contacted T-Mobile. I was informed that my sons phone that was mailed back had a red dot! This meant that there was water damage to the phone. Furthermore, razr phones all have a white dot when sold and if they turn red it is water damage. I was furious. I knew there was no water damage to that phone and asked to speak to a manager. Again I was told the same story about the red dot and water damage and I had to pay for the phone that was sent.

Needless to say, I was not happy and very suspicious of this Red Dot. A few weeks later, my son suggests we visit our T-Mobile store in person. On our way to the store, my son opens up his phone and is shocked to see that this phone too has a Red Dot! This is the replacement phone that was sent to us and was working fine. We get to the store and explain to the manager what happened and he opens the phone also and sees that it has a Red Dot. He goes to the back and comes out with a brand new phone still in the box and hands it to us. He then apologizes and tells us that we were sent a refurbished phone and that is why there was a red dot! He proceeds to credit my account $114.00. I was very angry to say the least.

Obviously, T-Mobile was knowingly sending us refurbished phones all along and had my son not noticed the red dot on his working phone, I would have had to pay that $114.00 fee! I feel T-Mobile is deceiving its customers and have no doubt I am not the only customer who was scammed into paying for damages I did not cause. This Red Dot may be a sign of water damage, however, for T-Mobile to knowingly send those already water damaged phones to customers as replacements is fraudulent!

Tammy of Stockbridge GA (04/14/08)
I purchased a Motorola Razor Decemeber 2006. I signed a 2 year contract. On April 12, 2008, I noticed my dislay screen was completely blank. I placed my phone on charge thinking the phone went out due to low battery. However, there was no indication in the display screen that the phone was charging. Later I realize my display screen was not working.

I went to the T-Mobile retail store to inquire about the problem as I was able to receive incoming calls and make out going calls but I did not have the ability to send of read incoming text messeges or see who was calling. I approached a store representative names Drew. After I explained to him my problem, he proceeded to remove the battery from the phone and then advised me that he had no idea why my display screen was blank and further proceeded to tell me that I needed an upgrade. This phone is year and half old.

He then advised my that my warranty has expired, afte 1 year, and told me about a guy who can repair cell phones and gave me his card. He made it very clear that this guy was no way affliated with T Mobile. He as no help into the what could have happen to cause the display screen to become blank. Only saying that I needed an upgrade and then stated that I was not elgible for a full upgrade because I had the phone less then 22 months.

Due to this issue, I now have to go out and buy another phone. My contract does not end until December 2008.

Lauri of New York NY (04/14/08)
We have been with no service for 4 days now with no end in site and absolutely no answers and no customer service except platitudes. They can do nothing and they are no help.

Kirim of Los Angeles CA (04/01/08)
I bought a cell phone from t-mobil, the sidekick slide. I returned this phone 4 time because of the same defect. First of all the manager hung up the phone in my face. I then called back and someone named Britany told me that I could not talk to a manager because I had already talked to one and his decision stands. Once she found out that the manager Cory hung up in my face she got me another manager name Deandra. Deandra told me that there was nothing she could do for me but sell me a different phone that I did not want. The current phone that I have is defective for the 5th time and I don't want this phone. She acknowledged that this phone does have problems and that they are working on trying to correct this . I let her know that I prefer the T-mobil-, the T-mobil wing or the sidekick lx these phones are basically the same as the sidekick slide and they are the same price.

The economic damage is I spent $260.00 for this phone and I should be able to get another phone that is close to the same one that I have.

David of Kirkland WA (03/06/08)
Back in October 2007 we signed on for what appeared to be a good plan for kids to have a cell phone without having to share our minutes on a family plan. The T-Mobile plan goes for 20 bucks a month, has 100 minutes and unlimited T-Mobile to T-Mobile calls. The Issue: Since October, we have experienced an inability to connect with her Kid Connect number, and have called tech support at least once per month. Each time we go through the troubleshooting 30 minute ordeal. When we get through all of that, we get a vague apology, a we are aware of this issue and are working to resolve it, and the days roll on until we call in an emergency because we again can't get in contact with our daughter's cell, and it happens all over again. We feel this is truly a breach of contract, and we think that over 6 months is more than a reasonable amount of time to let T-Mobile fix the faulty Kid Connect service. To date, the service is still unreliable, and there is no continuity of service. To date we have called over 15 times, sometimes once a week and have wasted a LOT of time on this. Is anyone else experiencing this problem? We want out of the contract without paying for early termination fees.

Stressful beyond belief when we cannot get in contact with our daughter. Several emergency situations have come up since October 2007, and our inability to get in contact with her on her cell due to the faulty service has caused an inordinate amount of stress. We pay $20 per month for a service that is unreliable. It might seem insignificant, but the premise is breach of contract. We never know when we are out of contact with our daughter. We want out with no early termination penalties, and to let others know that this is a faulty service.

Sheila of Clearwater FL (03/05/08)
I am on my 4th TMobile DASH. I purchased new in May of 2007 and I have sent them back because of different problems most recently dealing with the phone freezing and not being able to change my icons on the myfaves. I have been told by reps that I can only exchange for another DASH or pay the difference to upgrade to another phone at which time they will also extend our contract for 2 more years. I don't want to do either because I have had 4 of this phone and they don't work. I shouldn't have to pay for a different phone because my request isn't done by choice. I have contacted the FTC and filed a formal complaint and I think others should as well if you haven't as of yet. Tmobile has no desire to make this right without having me spend more money which certainly isn't fair to the customer.

They are charging me for shipping fees and they want to charge me for the upgrade fees as well as another 24 months of service. We are looking at potentially more than $3000 dollars.

Roberto of Bronx NY (02/27/08)
On 2/16/08 I received as a gift a SIDEKICK II. I called T-mobile and added it to my account. The rep suggested that I add insurance to my phone. I was manipulated into purchasing insurance. On 2/25/08 my phone was lost. When I called in to report a claim I was told that I did not qualify for insurance due to my phone being a gift. I was told that only phones purchased directly from T-mobile are covered. I was then manipulated by Tyrese #0854816 into purchasing a new phone for $222 and renewing my contract for 2 yrs. I received the phone on 2/27/08. Upon inspection I noticed that the phone was defective. There was a problem with the speaker. I called and explained this to a rep. The rep (Towanda #345061) stated to me that I would have to return the phone back via UPS and pay for the shipping cost, only then would a replacement phone be sent to me.

The constant misinformation and run around caused me to want to cancel my phone line. I was transferred yet again to Melissa #0151599 in the cancellation department. She convinced me to remain a customer. Melissa offered to send me a new phone, and upon receipt of the new phone I am to return the defective phone. However, I still have to go out of my way several miles to the nearest UPS store and pay to have the phone returned.

As a result I have spent over $200 on a new phone that is defective and I will have to spend valuable time and additional money in order to return the device. I have wasted hours on the phone with T-mobile reps ever since my phone was lost. I was charged for insurance on a phone that was not covered. I will have to put several miles on my vehicles in order to travel to the UPS store and I have lost hours of sleep over this situation.

Tonia of Chevy Chase MD (02/22/08)
12/18/07 I purchased an additional line/ Samsung T439 w/ 400 messages for 4.99 and insurance. The phone was free. After receipt of phone on 1/16/2008, the phone stopped working for no apparent reason. It would only work when the flip was lifted for an incoming call. The phone was not dropped or exposed to any type of liquid. That evening I called TMobile Customer Care. The representative asked questions and gave a series of methods to try and get the phone to work. Nothing worked. We checked for water damage by viewing the color change of a small square in back of phone. Color of the square did not indicate such. Was told that the phone would not be covered under warranty if it was found to have been damaged due to negligence. However, the insurance would override any charges if the product was found to be damaged. It was never explained to me that I would have to file a claim or take any extra measures should the phone be found damaged due to my negligence.

Shortly after, I received a new phone and returned damaged phone according to instructions. Between 1/18/08 and 1/20/08, my bill was available online (days after I made the initial call regarding the damaged phone). About 2/22/08 the amount owed for the period of 1/17/08 2/16/08 was online. I noticed an extra charge and quickly called Customer Care. I was told that the charge is for the damaged phone. I was told that the phone had contained moisture, and the white square meant nothing because the technicians can spot a small drop of moisture. I spoke to 3 different reps who could only tell me that I was responsible for the charge because the warranty period was not applicable due to an "alleged" water-damaged phone. The phone was never exposed to any water. It was only a month old. On the 3rd call I spoke to Michelle. I learned that the insurance was never activated. She told me that all TMobile could do to compensate me for the lack of insurance is to activate the insurance now, but it could not be made retroactive to the initial date of my request. I cannot challenge what the phone technicians report even if I dispute it. I didn't know insurance was never activated because I had not seen bill. Was billed inappropriately for the phone based on a service that was requested, but never applied, and a free phone that was no way exposed to any water.

Jim of Forest Hill MD (12/31/07)
I purchased a T-Mobile Wing phone approx. 5 months ago, had it replaced 3 or 4 times to date (12/31/07). It has multiple and specific issues and problems. I am VERY careful about what I touch or how hard I press buttons, or which buttons I press, but it still sends messages before I'm ready; and the phone simply is defective.

I called / Emailed NUMEROUS times, requesting a credit back on this phone so I can purchase a different phone from T-Mobile that works. They refused. I communicated with a person by the name of Hiren NUMEROUS times at T-Mobile via Email, and got nowhere. Even though the service I am paying for is not available due to this phone, my other 2 T-Mobile phones work fine. I am asking for nothing other than a phone that works; they keep insisting on sending replacement phones that have the same issues - poor case design (flex), MAJOR memory leak  just drain; and they have no fix, nor acknowledge the issues. I have 2 BlackBerries I use for work, no issues; this is not a user issue. This is a device issue. BTW, I paid $350.00 for this device, and requested a credit back of $250.00 to give this phone back and get something that works, but have gotten nowhere (yet).

Israel of Hanford CA (12/16/07)
T-mobile has a continuing habit that allows our underage children to process telephone exchanges and downloads with out parent's consent. In the matter of my Daughter, we had a phone that was damage on Sept 2007. T-mobile sent her another phone as per warranty and didn't inform me or her about a grace period to return the other phone and I had to pay an addtional $275.00 just because they couldn't tell or notified me about this policy. My daughter sent the damaged phone back to t-mobile and they kept it and still won't remove the additional charges. I called them back and asked either for them to remove the additional charges or give the old phone back. They won't do either. This is very unfair, i'm asking if you can assist me in this matter, please? I've been with them since OCT 2004 and this is the way they treat there paying customers?

Rich of Brockton MA (12/12/07)
I purchased a phone from one of T-mobile's stores. At the time that I purchased this this phone I had asked the sales person if the the phone was hearing aid compatible and if the the phone ringer was loud. (I'm hard of hearing.) They told my wife and me that it was. But I found out later that it rings so soft that I cannot hear my phone. I have set my phone on the setting were it should vibrate three times, then ring. Sometimes it does that and sometimes it does not. I have called customer service repeatedly on this problem. But their answer is always the same. First I have turn the volume up and then we have to try the master reset to see if this will correct the problem. Like I keep telling then trying the master reset does not correct the problem. What make this even more of a problem is that I have the service contract. But they still will not replace the phone. All they keep wanting to try is resetting the phone that is not working. All I want is a phone that I can hear. This phone is useless to me.

John of Chicago IL (11/18/07)
I purchased a phone with T-Mobile in January of 2007. Within a few months, it began to malfunction and was replaced under the terms of their replacement program. I had to pay shipping charges to have the new phone sent to me, and had to wait approximately one week for it to arrive. Several months later, the replacement phone began to exhibit the same problems as the first. The second phone was replaced in the exact same manner as the first; I again paid for shipping, and had to wait several days for the replacement. I received my third phone at the beginning of October. On November 17th, I found that the third phone had the same issue as the other two that I had used previously. I took it back to the store where I made the original purchase. The customer service representative at the store put me on the the phone with their corporate customer service department. I explained to the representative on the line that this was the third phone (same model) I had been given, and did not want this one replaced with the same model. I also told them that I thought it was unreasonable that they ask that I wait for another phone to arrive in the mail after they had delivered three defective phones to me. I requested that they issue a purchase credit to my account so that I could choose another phone in the store so that I did not have to leave without a working phone (I do not have a land line). After receiving three defective phones from this company, I did not want to be sent a fourth that would likely have the same problem within the span of several weeks, and did not want to be without service for another week. The customer service representative told me that the only thing he could do was send me another one of the same model or send a different model of a lesser value that did not have the same features as the one I originally paid for. At this point, I asked to speak to a supervisor. This request was refused. The representative refused to do anything other than send me another refurbished phone, or the one that is valued at only a third of what I paid for the original phone. I do not want another defective phone, and although I am extremely dissatisfied with this company's customer service, I do not want a refund. I simply would like a purchase credit for the value of my original purchase so that I may select a phone of comparable value and features and not have to wait for it in the mail. I have been inconvenienced by this whole mess several times already and have paid for service that I have not been able to use for a total of three weeks since January.  I am upset that throughout the ten months that I have used this company for service, I have never been given a phone that works for longer than a few months.

James of Rego Park NY (11/12/07)
I purchased a $100 T-Mobile prepaid card through Amazon.com, but the card does not work. T-Mobile won't add the $100 to my account, saying I should contact Amazon.com. Amazon.com says they can't access T-Mobile cards, nor can they accept them back for refund, so I should contact T-Mobile. I've wasted 2 hours-plus, and these two companies have stolen my $100. My niece's phone is useless; T-Mobile refuses to credit the phone even a few dollars so she can use it.

Lawrence of Pingree Grove IL (10/24/07)
I have a 2 year contract with T-Mobile USA. This is after I already finished a 2 year contract with them previously. The recent contract I purchased a T-Mobile Dash. Within the last 11 months I have had 3 T-Mobile Dashes. All three Dashes have broken down themselves. I have told customer service that I do not want another T-Mobile Dash because the last 3 malfunctioned on me. I want them to replace the phone with a different device from a different manufacturer. They offered 3 resolutions. One, take another T-Mobile Dash. Two, pay more money to upgrade and sign an additional 2 year contract for another model phone. Three, settle for a Blackberry 8700g that has a lesser retail value then the T-Mobile Dash and is inferior in features to the T-Mobile Dash. I have asked them to exchange the phone for an equivalent device such as the Blackberry Pearl. The Pearl is a lesser retail valued device and also is not as feature rich. But I am willing to settle for the Pearl, because it at lest has the features I need and use. The 8700g does not. I am not looking for a free upgrade, I am not looking for a better phone. I am looking to get what I pay for. I paid $350 for a phone, I pay almost $100 a month for service, and they cannot help me by giving me an equivalent phone? They offer me to pay more money out of my pocket, take an obvious faulty device or give me a lesser phone. This is good customer service?

Alphonso of Elk Grove, CA (09/20/07)
My phone was self dialing.  I had to take the battery out of the phone to stop it. I received a bill of $600 which is twice my normal account. On 8/29 my bill went over it's limit and for five days, with a charge of $.35 a minute, added up to $320 over the normal amount. I called T-mobile to pay my bill and they told me my bill was $900, that's how I found out.

I had taken the phone to T-Mobile several times complaining about it.  I was told to wait until I received the bill and they would let me know if the problem had caused a difference in my phone bill. At this point my phone was dialing so often I could not interrupt it. It would dial when I was talking, it would speed dial numbers in my phone book, even when I dialed T-mobile.

T-Mobile's customer rep and supervisor decided to count the number of 1-minute call and decrease this amount from my bill. They claim that they came up with 163 calls, and could only deduct $60 for the dropped calls. I refused to accept this misleading numerical juggling that made no technical sense. I had their reps in the T-Mobile store witness this strange activity while talking to customer service on the phone.

T-Mobile thinks I should accept the $60, turn in the telephone and forget it.

Joyce of Kaneohe HI (07/30/07)
We have been a T mobile customer for the past 3 years and the service is used solely by my son, who is deaf. The Sidekick 3 phone was purchased in 2006 and he began to experience problems with the battery which was not able to hold a charge after 8 months of use. He went to the store in Rochester, NY to explain the problem and was told to call 611 from his phone--very difficult for a deaf student who uses internet for communication.

He made 3 trips to the store, then out of frustration, called me in Hawaii for assistance. It took 3 more calls and 2 more trips to the store before he received a loaner phone. He was without his handheld for 3 days (which is an eternity for a deaf person) which I considered to be an unsafe situation for him being thousand of miles away from home.

It took a total of 2 weeks before he received another new phone in April. In June, the battery was not holding the charge so he became frustrated again. He did not want to go through it again so decided to switch providers. We went to the local store in Hawaii to pay off the balance of $5.46; the store noted the account was cancelled. We just received a bill for $220.98 for cancellation and monthly service charges!

I've called to have this charge reversed and was given the customer relations department address to send a letter - no transfer call option was received. I'm in the process of writing a letter.

Jacqueline of Staten Island NY (07/10/07)

I have been a T-Mobile customer for several years now. I have also added my boyfriend to my account with a second line. We paid about $300 and change for my T-Mobile Dash phone being used by my boyfriend. He used it for a few weeks and suddenly it was not able to hold a charge. They sent the replacement device but sent me the wrong battery for the phone. Once I received it, I sent the defective device back in the UPS package.

In May of 07, I had a problem with my Razr phone. I told them when I returned from traveling I would send the defective phone back. Again I called T-Mobile to make sure they got the phone and they said YES they did. June 1st I paid my entire bill in FULL. HOWEVER, mid July, I go to pay my next bill and there were hundreds of dollars added to my bill. I was told to check back in 48-72 hours just to rest my mind that the charges were indeed credited. I did that and suddenly, not only were they NOT credited but also NEW charges were added bringing my balance to over $800.00. Now they are claiming they never received my Dash phone!

Lawrence of Cambridge MN (05/07/07)
My cell phone stopped working 2 weeks after the warranty ended. Tmobile made me an offer. They would replace my 3 phones with new ones for $9.99 each if I extended my contract for a year. I agreed and they told me there would be a $9.98 shipping charge for each phone. I told them I did not want them then. The serv. rep. put me on hold to talk to her supervisor. She came back and said the shipping charges would be waived. When I received my bill there was a the shipping charges.

When I called Tmobile I offered to send them back. They told me the only thing I could do was pay $200.00 and buy out my contract.

Tmobile employees can say anything they want and not be held to it. I had 14 days to return my phones. I received the bill after 14 days.

Tanisha of San Diego CA (04/24/07)
I ordered a new handset at full price and had to troubleshoot it twice in the week I had it. The second time there was no remedy for the problem, so they offered the replacement. Instead of shipping it to me at no cost, they are charging me to ship it via UPS, despite the fact I had already paid shipping for the first defective phone. Three different representatives claim there is nothing they can do about it. I've been with them for 3 years and they treat me as if I signed up yesterday.

My contacts call, and I can't even speak to them with this defective equipment. I needed to call roadside assistance and couldn't talk to them either. 

Michelle of Seattle WA (03/27/07)

In Nov 2006 I added 3rd line of service and was simultaneously billed $50.00 for a 3rd phone which was to be reimbursed by rebate. The phone was defective and I called T-mobile to complain and they sent another phone to replace the original but said I would not have to file for a rebate because the phone is now free and I would not be billed the original $50.00. I did get billed for it.

Starting in December of 2006 I began calling to find out when I would be credited the $50.00 plus tax. Each phone call lasted an average of 30-45 minutes with no results, no return phone calls and no credit. It is now almost April 2007 still no credit and I just got off the phone with Sales Administration who is telling me the warehouse is stating they never received the phone, only a bundle pack...the phone and bundle pack were returned in the same box.

Allison of Oak Creek WI (03/24/07)

I received a T-Mobile cell phone and service and within 30 days the cell phone stopped working. I contacted T-Mobile, tried changing the battery, and tried a few other things that T-Mobile suggested, but the phone was dead. Because I was a student and never at a land phone, I paid extra for 24-hour phone delivery service. But I did not receive a cell phone for over two weeks! Then the phone T-Mobile sent me did not work. I sent both phones back to T-Mobile after talking to customer service.

T-Mobile blames me, stating that I should not have returned both phones in the box that was provided to me to send the first phone back to T-Mobile. This makes no sense. If the second phone never worked and this was verified through customer service, why am I hanging on to the second non-working phone? And why is this my fault? T-Mobile reported negatively on my credit report.

Donna Sue Lair of Dallas TX (03/15/07)

I ordered a new razor phone on 2-28-07, received it 3-6-07, it was defective, was told to replace everything that came with the phone back into the original box and given an address in Ga., told to take it to a UPS store and call them with the tracking number.

I did all this, called on 3-12 with the tracking #, and received a replacement phone on 3-14. All I received was a phone, no back, no battery, no instruction booklet and no charger. When I called I was informed that I should have kept all the equipment that came with the phone, and only returned the phone, minus the back, etc. And I was informed I should have returned it in the prepaid UPS envelope. First of all, there was no prepaid envelop, and was told I was informed what not to send back, believe it or not I am capable of following instruction.

Now I'm told they will send out the needed equipment either Friday, or Monday, they're not sure which day to expect my merchandise. I told T-Mobile employees, I have now talked to 4, they needed some training as to returns and when customer can expect their products.

Lori of Birmingham AL (01/02/07)

I have had phone service with T-Mobile since 2003. I recently ordered a pink Razr phone at the cost of 199.99; the phone broke within one month. Thinking this was my fault I ordered another at 199.99 and when the phone arrived on Dec. 20 it was defective. The connection to the charger would not charge.

I took the phone to my local store and they replaced the charger but when the charge ran out it would not charge again. I went back to the T-Mobile store on the 24th of December. They could not replace the phone and could not get the phone to charge. They offered to call customer care and have a new phone sent to me but were going to charge me again for a new phone. I had to pitch a fit to get a new phone for free.

I was supposed to receive the new phone on Dec. 28, it did not arrive until Jan 2, and when I received this phone it too is defective. I have been offered nothing but a $5.00 credit for loss of phone service. This has caused problems in my business.

Roxena of Osprey, FL (09/21/06)
I had been a TMobile customer for over a year, when one of my phones was damaged. I ordered a new "free" phone from the kiosk TMobile authorized dealer by extending my contract.  I received another Samsung phone.

Almost from the beginning, I had problems with sticking keys.  I went back to TMobile and I received a replacement phone.  I, in return sent the other phone back, and to my surprise was billed for $100 for damages to the phone screen?????  What?  TMobile said the phone was damaged and out of warranty.

I was told to fax a letter, and for the rep who sold me the phone to do the same.  3 faxes later, TMobile claims they never received any such thing. I witnessed the faxes being sent.  I was then told to E-Mail the situation to them, I did 3 times and nothing as a response.

Customer care is a joke.  The phone was not damaged as they state, and since then, the amount has been put on a dispute?? BUT they still charge a late fee on top of that charge, so I am stuck, and I can not cancel service due to a $600 early termination charge (3 phones).

Robert of Eustis, FL (09/04/06)
I renewed my contract with T-Mobile for another two years and they agreed to provide me with a new phone. They have sent out 6 phones, none of which gives us any service inside our home even though they said that we are in a good coverage area.  I'm presently having to use a call card for long distance, as I'm unable to even get one bar to show on my phone. 

At this time all I want is for them to cancel my contract with no penalty since they are not providing the service that I'm paying for.

Robert of Eustis, FL (08/16/06)
After 2 years service with t-mobile I renewed my contract with them for an additional 2 years and at that time they sent me a new Samsung phone.  Neither that one or the replacement they sent would allow me to call out from my home.  So they sent a Motorola unit - no reception.

After at least 20 phone calls they agreed to send out a Nokia #6103, with a display light that kept going out after 10 seconds. I again contacted them and after 2 days they sent another Nokia (my 5th phone within a 3 week period) that did exactly the same thing. 

I feel I have a right to have the service that I'm paying for and if they can't provide it then let me cancel with no penalty.

Anne  of LA, CA (07/24/06)
I purchased Blackberry service for an unlocked Cingular Blackberry with T-Mobile prior to leaving for a 6-week trip to Europe. I had service for 3 weeks at which point service stopped completely.

Upon my return I tried repeatedly to have T-Mobile resolve the problem, but they were unable to. I spent hours on the phone with them until they passed the buck saying it was a Cingular problem. Cingular rightly denies this as the device is UNLOCKED.

T-Mobile is billing me for two months (when I had no service) PLUS a $200 cancellation fee.

Grace of Memphis, TN (07/11/06)
We bought the MDA a new device on the very first day it was introduced in January 2006 ($400).  It has been nothing but trouble since that time.

The service is terrible.  For example: camera does not work; phone turns itself off in the middle of a call; instant message very slow or does not work; popups; and you have to keep entering your password.  We have sent it back three times and are presently waiting on a replacement to send it back for the fourth time.

We asked for another phone and they said we would have to purchase another one. We do not have $400 to keep dishing out to them!

Kelly of Dracut, MA (06/20/06)
I bought a magenta razor in May for what I thought was $69 after a $80 rebate. I sent in all the info and 4 weeks later, I got a letter stating that they did not receive the upc code. I sent  the upc.  Somehow they lost the upc, but got everything else!

I talked to Gordon the supervisor, and basically told me that without the upc code, there is nothing that they can do. I've been a customer for 6 years, so I went back to the store, talked to the sales rep and he told me to come back the next day and speak to the manager.   I drove 45 min to get there, only to find out that the manager wasn't there that day and the sales rep wasn't there either.

They rip people off and don't even try to help you out when you have been a loyal customer.

Julie of Buford, GA (05/07/06)
I have had the T-mobile family plan for about eight month. One of the Samsung E315 had a problem so I called T-mobile for replacement.  The replacement phone they sent was also bad so I called T-mobile again and got the second replacement.

When I called for warranty service, I asked the customer rep very clearly if there was any shipping or replacement charge?  Rep told me, very clearly, there would be no charge because it was in warranty.

On May 4th I received my T-mobile billing statement and saw a charge of $115.95 for the replacement phone.  When I called to ask why they charged me for warranty replacement I was told the phone had water damage. I explained to them: “This was the replacement phone you sent me - it was not working when I received it and that’s why I called you within few days to ask for the second replacement. How could you accuse me of damage the phone?”

The rep. told me that was determined by their technician and was a valid charge. The supervisor told me that as soon as you agree to a warranty service it implies that you agree to all the terms and conditions for warranty.

I told the supervisor I refused to buy this replacement phone. He said that was ok, but when he transferred me to customer service to get the RMA number I was told   the 14-day refund policy had expired, so no refund.

Elizabeth of Philadelphia PA (02/26/06)
The Samsung phone I received with my contract was not working properly. At random times, the phone would freeze and vibrate as I dialed. It also froze and could not be restarted on one occassion. I called T-Mobile customer service several times and was told that I had to bring it into the store when the problem was happening. I finally was passing a T-Mobile store when I was having the problem. Although they said they would replace it through the mail, they charged me ($9.95) for the shipping! I don't understand why I should pay anything for shipping a defective phone.

The customer service representative read me the company line about how much T-Mobile was spending in shipping costs for returned phone and how THEY had to lower their costs. Surely, I can understand that, she says. I'm amazed that the T-Mobile representative could think me so stupid as to agree with that warped logic. T-Mobile should be responsible for ALL costs associated with the poor quality of the phones their customers pay for with their contract. Yes, I know that T-Mobile doesn't manufacture the phone (Samsung), but neither do I! T-Mobile made the contract with Samsung and should not charge their customers a penny to replace it.

Susan of Deerfield Beach FL (02/13/06)
I signed up for one year of service with a free phone. The phone just froze up after 3 weeks. I called and they sent me a new part of the phone and I sent my old one back. I had no service for several weeks that I paid for. Then I got a letter stating that "under the terms of the Limited Warranty provided to you, as you agreed when you placed your repair/exchange order with Customer Care, a $100 exchange repair fee will be applied to your T-Mobile Wireless account."

This is not true. I was never told any of this, nor agreed to any of this. When I called, they said they had determined that I had broken the phone which is not true. They would not even consider that I had never dropped or damaged the phone, so I told them to cancel my service and they said they would ruin my credit, or something to that effect. I asked them if it was worth losing a one year customer for a phone that I DID NOT DAMAGE and they would not budge..

Roselyn of Daly City CA (02/07/06)
My phone wasn't working so I took it to a T-Mobile store. They tried changing the battery and sim card, nothing worked. I was told by the person at the store that my phone was covered under a warranty and that all I had to do was send the "damaged" phone back to T-mobile. This was back in November-December. I was going through my bills and was surprised to see a charge of $108.25. Apparently, they found liquid in the "damaged" handset and it was "out of warranty" and there was "nothing they could do."

I asked how liquid could get into my purse and the customer service rep said "well it could be moisture of any kind." I asked her how is that my fault? She said that "liquid damage was not covered in the policy." I hate that I was not warned that this might happen. Is T-mobile so hard up for money that they resort to "liquid damage" that is just about impossible, to recoup money?

Andrew of Wantagh NY (01/11/06)
After countless complaints to T-Mobile for replacement of a defective cell phone, a new unit was finally sent. The arrangement, required me to return the old phone, via a pre-paid (by me) mailing box. I packaged the old phone, in the supplied box, and used the pre-printed mailing label, and brought it to the POST OFFICE, not a mailbox. They are charging me $389.96 because they cannot find the returned phone. My experience in the past with T-Mobile customer service has been horrible. If not for being the least expensive, I would have discontinued my relationship a long time ago.

J.T. of Costa Mesa, CA (9/1/05)
I purchased a Motorola V300 phone from T-Mobile and found within six months that it had defects in its camera and charging software/hardware. Under the warranty exchange program I was shipped a replacement phone that I was told was "refurbished".

The first replacement was defective (would not charge) so I was sent a second replacement, which was also defective (flip did not function correctly). At that point, due to the multiple unsuccessful exchanges, I was told I could simply select a different phone.

I opted to review the various phones before making a selection and when I called to fulfill the offer, was told that the 90-day window for doing so had expired! I was never informed of this time limit during the entire exchange process. I asked to speak to a manager or supervisor and was instead transferred to a coworker who rudely interrupted me every time I spoke, was non-responsive to my questions, and tried to ship an undesired replacement phone to me without my authorization. After she informed me she was not a manager she hung up on me.

Terry of Wichita (11/17/03):
On Nov. 9, 2003 my phone that I had gotten from T-Mobile stoped working, I called the customer service number and explained to them that I used this phone for work. I was told that the phone was under warranty and that if I would pay an extra 15.00 that I would have my phone in two working days. That would make it the 11th of Nov. and yes I know that was Veterans Day, but U.P.S. worked that day because I got a package from them.

On the 12th of Nov. I called the customer service number again and was told that they were having problems with there computers and could not locate my phone. On Nov. 14th I called again and was upset because I was told again that T-Mobile had no idea what had happened to the phone that they were supposed to send to me. I asked to talk to a supervisor and was told by the supervisor that she would look into it, and that she couldn't get me a phone until Nov. 18th or that I could go to a T-mobile store and pick up a loaner phone which I would have to return when I got a replacement phone. When I told her that I didn't have time to do that she basically said too bad.

When I asked to be let out of my contract she said that I would have to pay the 200.00 fee if I wanted out of it. I also asked not to have to pay for the time that I'm without air time and again she said that I could cancel my contract and pay a 200.00 and than I wouldn't have to worry about lost air time.

Shenice of Bronx NY (11/12/03):
I had my cell phone replaced in August and the customer service representative said I would not be charged unless there was physical damage to the phone because I was still under warranty. I received the new phone and was then charged for a replacement because they claimed they found internal damage.

The representative never mentioned that I would be charged for internal damage or else I would have never gotten a replacement since I cannot control internal damage. Internal damage can be caused by many things, such as shipping and their tampering with the phone to see what was wrong with it. They claimed I dropped the phone and caused it to break when I know I never dropped the phone. There was no physical damage to the phone when I sent it in. If I had dropped the phone or damaged it, I would have never sent it in to be replaced.

When I asked for proof, they refused to send me proof or how they determined I dropped the phone and caused internal damage. I wrote them a letter explaining why I should not be charged and they never responded, but had customer service tell me that my service would be disrupted unless I paid that charge.

Damage Resulting: I was forced to pay the extra fee of $76.04 because they were going to disrupt my service and charge me a $400 early termination fee. I would like that $76.04 to be refunded to me if it is determined that I am not at fault.

Tamara of Richmond VA (11/12/03):
I have a Nokia 3650. It had to be replaced once because of defective equipment. Shortly after the receipt of the replacement phone, the buttons began to stick (not work). I requested a new phone, but it never arrived. When I checked with T-Mobile, the records indicated that the phone was delivered, but I never actually received it. When I checked with the post office, I was recommended to refer back to the sender (T-Mobile). T-Mobile insists that even though the phone was sent priority mail (no confirmation), even it is not delivered, even if their phone which is still under warranty is defective, even though I never received the handset, I owe them a full price of the phone.

It is unacceptable to expect that a customer should be responsible to pay for a phone that was not delivered. In total, it would mean I am purchasing defective equipment twice and I am out of the phone.

Kim of Baltimore MD (11/4/03):
I ordered a upgrade on a cell, received it but the face of the phone was cracked. I sent it back and received a replacement. The replacement (which I was told would be refurbished) was defective. It couldn't hold a signal. It would cut completely off mid sentence or whenever I closed the flip. I would have to turn the phone on again, enter my pin and wait for it to boot up. This phone was $300.98, a ridiculous amount of money for a cell that doesn't work so I sent the replacement phone back as well.

Since I sent that one back the rep that had been calling me, stopped calling, stopped returning my calls and didn't have his manager call me as he promised. Today, my service is interrupted because I refuse to pay for a product that I don't have in my possession. One rep told me it was sent, another told me she didn't see any record of it being sent out at all. What all the reps can tell me is that I owe them money and if I don't pay it I'll be sent to collections.

It doesn't make any sense to me how a company can send out defective phone after defective phone and expect you to pay the price for a brand new, trouble free phone. They have my hands completely tied because even if I cancelled service, I've already committed to purchase a $300 upgrade that'll only work with T-Mobile service. They're pressing me to pay a bill for a product I haven't received. I can't get the same person twice on the phone so I have to explain my case every time. I'm so frustrated and I don't know who to turn to for help.

I have a feeling that they have no intentions on sending my replacement but will expect me to pay for it whether I receive or not. How can I get help to resolve this issue? I'll pay the phone when I get functional equipment. Till then, I refuse to pay for it and I can bet they're going to send me to collections. Who pays for something they don't have?

Vicki of Commerce MI (3/14/03):
Should have been simple. After only 7 months of use my phone stopped working. Enclosed with the telephone was a card that reads: "Our Fast Replacement Promise: If you ever have problems....we'll have a replacement to you as quickly as possible. That's a promise." Ha. Now for the truth: Phone stops working on Thursday. I call T-Mobile. They say they'll ship out a replacement immediately. I'll have it on Monday. Monday comes, no phone. Tuesday comes, no phone. Tuesday I call T-Mobile. They apologize. The phone was on backorder, they say. We shipped it out on Monday. You'll have it Wednesday. Wednesday comes, no phone. Thursday comes, no phone.

Thursday I send T-Mobile an email, explaining once again the situation. I receive a reply Friday morning. It says the phone was shipped. Here is the UPS tracking number. Call UPS for further information and have a great weekend. So I call UPS. UPS says according to their records all they've done is bill. There was no package pick up or drop off. UPS says I should call T-Mobile to start a trace. OK. I call T-Mobile, and the plot thickens. First the customer service rep tells me that no, the phone has not been shipped because it is still on backorder. Then, after consulting with a supervisor, he changes his position. UPS has the phone. It will get there when it does. End of story. No phone, probably ever, and I'm stuck with a contract.

I continue to pay for service I can't use. I've been lied to repeatedly, and there isn't even the pretense of trying to make things right. Obviously I'll have to purchase a new phone. I'm frustrated and angry at the lies, and even more at the total disregard for maintaining good customer relations.

Sharilyn of Santa Teresa NM (10/10/02):
Voicestream, now called T-Mobile, is billing me $182.50, a restocking fee for defective cell phones I returned. I have spoken to at least 5 customer service representatives. Each time, I receive a different story. Depending upon who I talk to, they either never received the two cell phones I returned, only one phone was received, the phones were received 45 days late, or they were received 90 days late. This began when my husband called Customer Service to complain that he could not reach me on my cell phone, when I was 5 miles away. In addition, the phone would often go into "Emergency Only" mode, and I could not get out of the option to "Save Number Now?".

Customer Service said they would send a replacement phone. When it arrived, it did not work as well as our original phone. Consequently, he called back. The customer service representative said she would send another phone, and to wait until it arrived, so that we could send the two defective phones back together. That is exactly what we did. I do not know the exact time it took to receive the second phone and then return both. I used the prepaid, addressed label to send back both phones. Regretfully, I did not send them insured, not wanting to incur more expense. I realize that if I had, there would have been some way of tracking the package and what day it arrived in the Voicestream offices.

I should mention that the phones were returned to Voicestream in late May or early June of 2002. I received a letter from Voicestream dated June 26, stating that my phones had not been received. This was well after the time frame for when they should have received them. When speaking with a customer service representative today, my husband was told that they were not received until August. As I stated earlier, the story is always different. Under advisement from one rep, I faxed this story to Customer Relations on September 12, 2002. I never received a reply.

I have spoken with the manger of Voicestream in El Paso, named Veronica, in late September. She was told that the package could be tracked by the post office. the postmaster laughed when I told him this. He said they had no record of packages being sent out if they were not insured. My husband and I have been unsuccessful in resolving the dispute over the $182.50 Restocking Fee. Just today, we spoke with the billing department manager. He said that he would take the charge off of my account if we would renew our contract for another year. I can provide names and dates of most of the contacts made in an attempt to resolve this billing problem, if necessary.