WARNING: T-Mobile Corporate Policy to Defraud Customers

If you are considering getting a Blackberry through T-Mobile (or any other product) you should read this post!

I purchased Blackberry through T-Mobile because I liked their plan, I liked their coverage, and I liked the features of their T-Zones Service. The Blackberry worked fine in the store, and I was happy. As soon as I got it home however, I had problems setting up the E-Mail for POP3.

To call customer service, you have to explain your whole story to the regular Customer Service person, who will transfer you to the Data Group Customer Service, so you can explain it all over again. They will then transfer you to the Blackberry Customer Support person who can actually make an attempt to help you. This was time-consuming and frustrating for one or two calls, but over the course of 60-80 phone calls it just about drove me insane. I continually asked to be put through directly to Blackberry Support and asked for a direct number, but was refused. But it gets worse.

To get the e-mail to work, they changed something with my account settings. This made the phone stop working. So I called and went through it all again. Now, the phone and e-mail are working, but not the T-Zones. I was told not to worry, something had to be reset, it would take 24-48 hours tops. I waited, but nothing happened so I called again. Same story, only this time they knew exactly what was wrong and it would be fixed in 24 hours. Nothing. This went on for a week and a half and I kept being assured that it would be fixed soon. Each person would tell me that the last person missed something and that they had identified the problem and it would be fixed. They even "escalated" my problem to the next tier, whatever that means. It was escalated a total of 9 times. Do I really believe they have that many levels of support? But it gets worse.

T-Mobile has a 14-day grace period to return the unit if not happy. I asked if the T-Zones would be fixed by then because if they could not figure it out, I would simply return the unit and go with AT&T. I was assured that it would be fixed "within 24 hours" and that someone would call me. It was not fixed and no one ever called. I called back to cancel my contract, and was told that I should be happy because I got the phone and e-mail functions. OK, but I am paying for a list of features, if you are not going to provide the T-Zones, then lower my bill so I don't have to pay for them. No dice. OK, well then cancell my contract and I will return it. No can do, I am past my 14 day grace period. I explained that T-Mobile had kept me waiting and it was their fault, but no one wanted to listen. I even had one person look at my complete record, and they didn't care. I was stuck. Yes, it gets worse.

T-Mobile's official company policy is not to let people out of their contract no matter what. T-Mobile knew it was in breach of contract for not providing the T-Zones, but they never admitted that the service was not available. They simply said that they were working on it and it would be fixed soon. They said that for 2 full months! That way, they didn't have to let me out of my contract. Tech support people would promise to call me, and never would. I tried going back to the store, and that got me no where because the salesperson was gone, the new person couldn't talk to the regional manager, only the store manager could and he wasn't around and blah blah blah, lots of excuses. It keeps getting worse.

After 2 1/2 months, I wanted something to happen. I explained to T-Mobile that they obviously were unable to fix the T-Zones, so they should now release me from my contract. I was told that if I didn't like it, I could talk to their legal department. T-Mobile legal department has no phone number of course, only a fax number, and e-mail address and a mailing address. I tried all three approaches, and got no response from any of them. I even called after hours and punched in "legal" into the phone system and got a voicemail box and left a message, but that led nowhere. I have never recieved any response from legal, and believe that it does not really exist, just another way to delay people with problems.

I finally visited the FCC's website and registered a complaint. I got a call from T-Mobile within 72 hours...finally! They still would not admit any blame, stating only that "T-Mobile is not for everyone". But they would release me from my contract with no early-termination fees. My unit is no good on any other carrier, but they would not allow me to return it for a full refund. They said I could send it back and they would see how much credit they could give me. I sent it FedEx next day, and 3 weeks later I have still not recieved any word about my cancellation or my refund. I continue to call. T-Mobile did however send a letter to the FCC claiming that everything was OK, and that the problem had been resolved. Based on this letter ALONE, no input from me at all, the FCC closed the case. I never received a copy of the letter, I never received a refund. T-Mobile even lies to the FCC!!!

I have since purchased a Nokia 6820 from AT&T and everything works perfectly. Their mMode is great, and one small problem I had was resolved within 4 hours. They also gave a 30-day grace period and the price was less than my old phone plan alone.

Please, avoid T-Mobile at all costs.

I recently changed one phone to T-Mobile the reception was bad and calls were dropped as well as not received and sent to voice mail. To make a long story short I canceled and returned to Nextel well within the 14 days. My phone with T-Mobile was turned off and unable to use my Nextel phone was reactivated. Here's the good part T-Mobile held my account open till the 14 day grace period had elapsed and billed me for $200.00. I called T-Mobile they said nothing they could do, wrote T-Mobile they said my account was turned over to a collection agency. I now have written to the CEO of T-Mobile as well as filed a complaint with the FCC. My next stop will be with our local NBC affiliate for consumer protection. AVOID T-MOBILE

Read my Motorola v600 post. It details my own problems with the company Im stuck with.

My phone was stolen and a huge bill was the end result. I notified the police and then t-mobile and they said I still had to pay. When I asked for the number to customer relations they said there is no number you must write them. So I wrote customer relations and received no response. I called back and they said they would only speak to me through legal but legal has no number.

Any ideas? T-Mobile has the poorest customer "no" service I have ever encountered.

i have had a similar problem. i had alot of problem with the t616 and i ended up not being able to use the phone after tech support said it would work. they ended up giving me so may bonus min around 1200 that i never went over the prob is that your suppose to have the bonus min for 3 months per tmobile. well on the 2nd month i used my cell more and more and now i have an $800.00 USD bill. i talked to everyone and their brother at tmobile and they said that i was in the right and that the bonus min that i had would go from 1200 - X ( used month 1 ) -x (used month 2) and so on for 3 months well if i have 3000 min and never when over month one i should have a full 3000+1200 min right? WRONG so now my legal guys are fighting with t-mobile and well thats how that stands. oh yeah the people who said yes i was correct some how forgot who i was an NEVER notated the acct. also did you know that as a cust u cannot ask for the notations on ur account unless ur a lawyer??? so now i have my "logs" and some how the time and date stamps are their but the notes dont reflect what i really called in for it says cust called in to check min and bal. im like WTF i talked to some one for over 3hrs just for that...

WOW I FEEL BETTER!

cheers

my .02

I filed a formal FCC and BBB complaint and wrote the CEO a complaint letter. One week later all the unauthorized charges were removed from my bill and T-Mobile sent me a free upgraded phone. Persistance pays!!!

Sweet Glad to hear a customer wins! What phone was the upgrade?

So recently I ran into an issue similar to the ones before only slightly different.

1. I called the customer service line and was told that I was only charged to send texts and not charged to receive them, well I stayed logged onto aim for weeks straight receiving messages, many of which I didn't reply to because I was online on my computer.

2. I sent two faxes to the Customer Relations upon hearing that I had in fact been misinformed and my bill was now over 400 dollars and never received a reply

3. today I called the customer service line again and was now told that they (customer relations) had left me a voice mail message on my phone, and unless the customer relations person has the exact same voice as my friends...that did not happen.

I would like to ask your help since you have been in these situations before and would like to know what I should do.

I am already going about what lawyers did and am filing complaints with the FCC and BBB as I type this up.

if anyone has any other ideas please tell me.

What GSM frequency(ies) does T-mobile use in the US?

well we called the president office and finally spoke to someone who knew what they were talking about and had our charges erased.

sooooo yea goodstuff.

k bye.

WARNING: T-Mobile Corporate Policy to Defraud Customers

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