Complain about a product or service

T-Mobile - Defective Phones

scott of tampa, FL June 20, 2009

Hello I've had 7 cellphone witch none work an they sent me same cell out an did not work right then got samsung behold cell would not trun on got a. Nother behold witch battery blow up in my face told tmobile I had 433 dollar credit balance for months witch they just took back from me.they said I never had a balance but its in all the note of when I called to say my cell is not working but had me on the phone for 6 hours or more each time please help me

Helen of Rowland Heights, CA June 20, 2009

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

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

I asked for supervisor, he refused. He said no one in that store could help me because they didn't sell us the prepaid card, and didn't take care of last transaction. He asked to see original paper work from 5 years ago, we told him we didn't have it, so he said our only option was to purchase another prepaid card. We asked how about the balance of approx. 60 in the prepaid card? He said nothing they could do since number wasn't in the system. I don't understand how if a person also worked for T-Mobile made a mistake of deleting phone number from system, another person who also worked for T-Mobile couldn't help us? He insisted his store didn't make the mitake so we must drive 30 to 40 minutes to the City of Industry T-Mobile to sort it out. I couldn't believe he refused to let me talk to his supervisor!

Jeramy of Summerville, SC June 12, 2009

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

dwayne of phila, PA June 10, 2009

I have had poor service since I first got the phone which was about 4 to 5 years of headaches constant trouble shooting and stress of having to go thru rigorous trouble shooting each time which when you go thru the same process about 100 times I dont even like talking on the phone any more it streesed me out psycologically. Every time I have complained after each 30th complaint they tell me i have to pay for another phone for better service and each time I paid for another phone for better service and I am not lying.

To get better service and less drop calls i had to actually pay extra for. and each phone got lousier and lousier. The so called erricson I recently paid for and again they extended my contract another year they told me i will never have drop calls again was a lie, this phone freezes on me it takes 5 to 10 seconds for the phone to actually dial a number. when you press one button it does something else. I had an important call on the second line this morning which was my 4 year old son's doctor, i pressed the correct key and the highlighted area moved down to the do not accept the call instead of switching over.

i called t mobile this morning and i almost had a stroke, they again told me that i had to pay extra for yet another phone how much money do I have to pay out just to get regular service

Yarisa of brooklyn, NY June 4, 2009

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

Sonia of Berwyn, IL May 30, 2009

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

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

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

D of Denmark, ME May 29, 2009

Be afraid, be very afraid. I signed up for this service in July, 2008. It appeared to work alright w/ some outages until January, 2009 when it was down for minutes, hours, days. When the problem occurs it requires you to reset your router each and every time. It was so bad I had to set up a surge protector under my desk, so I could simply use my foot to turn the router on and off, on and off, on and off. When I called to complain, t-mobile told me they were not aware of this problem, well to be frank they are liars. There are postings all over the place, including their own forum on how unreliable this service really is. They sent me a new router, knowing full well this wouldn't solve the problem - the problem was I believed them. Why wouldn't I, I had VOIP for years from other providers with no real problems. Well - same problems. You are on the phone and all of sudden the person on the other end cannot hear you - reset the router. You call them back or they call you and it drops again - reset the router. You do it a few more times - same thing. Like I said it may be minutes but more likely hours and in the end days at a time. It also takes your internet service with it. Linksys forum also has many postings, look up no blue light. So I call again - told my case was closed - really, no one called to see if it was working. Told you have to start at the lower level customer service all over again. Email CEO, get call from executive response team. Now they are angry, combative, abusive and threatening - yes, threatening to investigate my phone calls or how I use my phone - I told them - have at it. Their executive response person Beckett spoke over me continually - actually yelling at me. I told her I did not want any more contact with her - find someone else. Oh - did I mention she thought it was funny I had this kind of phone service.

Even though the phone continually disconnected while I was speaking with her - she tried to claim it wasn't their problem and they still expected me to pay the bill. Anyway, Beckett had the audacity to keep calling me and I told her emphatically not to call. She said she would continue to call - oh, really - had to inform her this was harassment in writing. Then someone else called but the call kept dropping and they didn't call back. Senior tech Kevin calls and told me he had the same issue, but it wasn't as bad these days - not as bad! He was supposed to come to me and bring a new router - well he never showed up.

Then a letter from t-mobile they are terminating my service and keeping my activation fees, the money for phones and equipment, but we still want you to pay the balance on your bill or we won’t release your number. I paid all along, believing they were honestly attempting to fix the problem - because they said so - like I said - LIARS.

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

jim of kansas city, MO May 22, 2009

I joined t mobile, My crew has this service. I am a general contractor, I am hard on my phone, so I picked the motorola mandrin orange something, mabey 4050 I am not sure, just took the battery out to find model number and couldnt find it. Too many numbers that make no sence. I joined this company, thinking i would get good service as my boss has used this service for many years and he has not had any problems with the sercive, I joined. Quick deal because I have spent too much time on the phone with tmobil. I lose contacts, 4 times in 3 months. The phone will not work on any car caharge or in any car with the chargers. My txt and my wifes txt take days to get to the their destination. I lost all ringtones. I never got my refferal tip, neither did the people I got and gave the referal from and to. I asked to get out of my contract. You can leave but they said I would have to pay. The probles go far beyond. WHAT CSN I DO TO GET AWAY FROM THIS COMPANY. I cant call potential clients because I lost their numbers. LOST JOBS< I saved them , or at least most of them, but I look like a fuck in the process > This company has caused more problems for me and my life than I can tell

tayler of las vegas, NV May 12, 2009

well i just got my phone the other day (sidekick slide) and my friend used it to call his service because his phone wasnt working. well after that all of a sudden all of my contacts and text messaging went away!

and my internet doesnt work like when i go on it, it goes like connection closed or failed and i called the betwork and i cant understand them and sometimes my phone freezes! im so sick of it and i just got it! too... like i was talking to my friend and my phones turns off and all of a sudden mycontacts are gone! and my battery goes by so fast and i dont even use my phone

Marilyn of Veneta, OR May 6, 2009

received a new phone for Xmas 2007; it stopped working in Nov/08 - got a new Samsung phone under warranty which fell apart in March of 09. was told I had "abused" the phone; was not covered under warranty nor was it insured, therefore, I have no recourse but to buy a new phone. This was told to me by Trevor in his most superior, snide voice; he also referred to me as "the customer" even though I was standing right in front of him, and failed to make eye contact during most of the conversation. supposedly he is an "assistant manager" - WOW!

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

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