Tmobile has Lied regularly to me any one else?

Do you two work for the company? Or have either of you had issues that you had to call customer service more than once for and get rediculously rude individuals? Just wait until something goes horribly wrong and then you'll be playing a different song. From your response I am very happy that you haven't had any problems but just wait. Get out as fast as you can even if you are having good luck as your luck will run out.

Maybe it's me, but I've called Customer Service at least a dozen times with various problems. Always, and I mean always, I had been treated nicely and my problems have been solved the first time. I had another carrier who never solved any of my problems when I called them.
As for cell phones, one person wrote that T-Mobile only carried poor quality phones. Sorry, I have to disagree here as well. My first phone was a Blackberry 7100t which basically was great. Didn't care for the screen in daylight, but I understand that the 7105t takes care of that complaint. I now have a Samsung SGH T809 which I absolutely love. It's compact, small and has a great clear, sharp tone. Even in a noisy room I can hear my caller and my caller can hear me. Granted, both the Blackberry (which I got free, by the way) and the Samsung SGHT809 is a bit pricey, but both are well worth the price.
And in case someone asks if I work for T-Mobile...the answer is no. I work at a local hospital as a technician. And doctor, I need my phone as well, if I'm at home or out of the house, the doctor I work with has to contact me if there is an emergency.

I'm new and I've been reading through this post. Just wanted to throw in my two cents. T-Mobile customer service is a trillion times better than what you get from Verizon...at least with T-Mobile you get good customer service every now and then. However, when it comes to their phones, I have had nothing but problems. Was sent replacements for one of my phones 3 times (they send refurbished replacements), a phone I paid extra for when it came out, and then was offered a new free phone...which was just a standard phone, no frills. I was informed if I wanted another phone WITH frills I could pay extra for it (at a special rip off upgrade price..which it's the dumbest crap). I made the argument that I already paid extra to get a phone with frills, why would I pay even more to get a new phone when they should supply me with a phone that is compatible to the one I have, and the frills I already have...also, why did they keep sending me refurbished junk instead of sending me a new version of my phone? Anyway, after 2 months of arguing with them, I then was outside the timeframe that I could get the "no frills replacement phone", and if I want it now, I would need to go back through the whole ordeal of getting refurbished phones as replacements (they have 3 chances to get it right before they will offer you the no frills new replacement phone). So, I still have my old crap phone, and I'm still dealing with all the problems from it because I have a freaking contract. Also, trying to return a phone to the manufacturer requires a lot of paperwork that most people don't have, and your carrier supporting you and helping you out. T-Mobile gave me a fax number for some department that doesn't take calls so I could get the manufacturer to help me, but I still haven't heard anything from them...and I am now outside my warranty. I know it's the manufacturer's shady equipment, but the equipment T-Mobile selects to sell to their customer's is a reflection on them more than the manufacturer, and their policy when the equipment has problems needs revamping.

In reply to what litmus wrote

In regards to why t-mobile will not send you a different phone: They honor motorlos warranty, do you honestly beleive motorola would allow t-mobile to send customers any phone of choice? And yes, they did begin to charge 9.95 for ground shipping. Why you ask? In 2005, 65% of handsets returned to tmobiles return center were found to be in good working condition. NO DEFECTS. Reception problems? TURN THE PHONE OFF. This is known as powercycling and allows your phone to reregister to the network.
And about a lawsuit, if you read closely to your terms and conditions, you agreed to MANDITORY ARBITRATION. This can be found in section 2.
I honestly do not believe that you've had 5 phones. Could this possibly be an exaggeration? Because t-mobile offers an alternate exchange program. If you have had three exchanges in 90 days, they will offer a different phone at no cost to you, (except for 9.95 shipping fee). Now if you have had another exchange within the past 30 days, they will send your phone express and waive the fee. Horrible customer service? Because the reps are following policy? Manufacturers like nokia offer repair and return programs, where you have to send your phone (pay for shipping), be left with no phone to use while it is being repaired, and they also make you cover return shipping aswell.

ive been a t-mobile customer for 8 years now, and so far, no HUGE problems with me. in my 8 years i have only asked for 1 upgrade and i was able to get 3 of those phones for free. and as for you guys complaining, maybe thats what you should do to. you dont need a new phone every couple of months, just deal with what you purchased. granted, the one i upgraded to was pretty much the worst phone ive had ever(samsung e315). but i was able to replace the phones with no problem about 5 times. and in the end, they just decided to upgrade me for free to the e335 without me even asking them to. im actually planning on calling them today and seeing if i possibly ask to buy the pink razr and get a silver one for free since my contract is up soon, like 5 days or something. hopefully it works because me and tmobile have had good relationships, no complaints here, just want an upgrade after 8 years, lol.

The Customer Care Representatives of T-Mobile are like "trained" Robots. From my experience, I could say that they are not really true to their professions, don't really care about the feelings of their customers, they have dual-personalities or good pretenders, definitely liars and good "story-makers", and they seem not to have minds of their owns and just do what they are told to like "We strive to provide each customer with World Class Service and We appreciate your comments and feedback to help us improve our service and meet our goals for World Class Service" as response to our every emails. As if they truly care and as if they really read our mails or listen to our complaints heartily or sincerely or even listen to everything we say or read our entire email. Or perhaps these guys aren't even capable of composing their own "responses". They are maybe provided with a numerous of automatic responses to choose from and send as replies to their customers emails.

Anyways, I believe in Karma. Sooner or later, they will be able to feel how they've made most of their customers feel with their shallow explanations, lame excuses, rudeness, narrow-mindedness, insincere courteousness, accusations, lies, deceptions, false-promises, etc.

Someday, they will be in the same situations and dilemmas we are going through because of what they put us through.

I would just like to share the exhausting experience I have undergone with T-Mobile's Customer Care Representatives.

I currently have a Motorola V300 and we ordered a Motorola Razr V3 from T-Mobile thru 611. I received a defective phone. It was not charging. We charged it for 24 hours, but still the battery didn't get charged. We haven't even used the phone yet since after only trying to check out the phones features, the phone prompted "Low batt" so we tried charging it but to no avail until the battery eventually drained completely. We received our new MOTO Razr on June 29, thursday. My husband ordered it over the phone (611 T-Mobile) last June 26, 2006. My husband called T-Mobile Customer care to report that we got a defective phone. We were advised to do some trouble shooting which we couldn't do since the phone was dead so the rep told us to bring it to a T-Mobile store since it was the charger that was defective. I'm not even sure how she was able to make such conclusions. Anyway, we finally had time to go to a T-MObile store and it was on July 4, 2006. We brought it to an authorized T-Mobile store in Jersey Gardens Mall, NJ howver, the first store that my husband went to told him that they had no more chargers available for the MOTO Razr so he went to another T-Mobile store which was still at the same mall however he was informed by the staff that they won't exchange the charger nor the unit since we did not purchase the item in their store. My husband then called 611 on July 4 to report his dilemma that he wasn't able to have the charger changed since the store won't do such thing since we didn't buy it from them. Anyway, i'm trying to make the story as short as i can so one of their customer care representatives informed us that it was not the charger that was defective but the phone itself. He told us he would send a replacement phone and he will include a pre-paid postal label so that we could send them back the new defective moto razr we received.

However, he did not mention during our conversation that there will be a chance that we will be getting a refursbihed phone as a replacement. And too my dismay, i got a refurbished phone which didn't just look very used and old, but it kept on prompting to INSERT SIM when i already have the iinstalled the sim as instructed on the manual, and the "glass" that covers the LED indicator and external display was unstable. It was movable and
mis-aligned. Not to mention, the Accessory Connectory Port had some mineral deposits on it and just the same thing, i took me several tries of plugging and unplugging before i had a success charging it.

I reported it immediately to T-Mobile thru 611 again the same day i got the phone, July 6, 2006. I described to them the issues i had with the phone. Since i was not satisfied with just a phone conversation cause I somehow had this lack of trust to the words of their representatives, I also sent and email to "customercare@t-mobilesupport.com" where I was told by a certain Britanny O. that my getting a refurbished phone again as a replacement for the defective phones i had was very unlikely since it would only be fair for me to receive a new phone as an exchange of the NEW defective MOTO razr I originaly received knowing that I spent the money on a new phone and I that i've hardly even used the new phone we first got.

However, on July 11, 2006, I once again received an old phone. It even had scratches on the tip of the flip cover and a defective Accesory Connector Port. It had some mineral deposits or somewhat greenish substance on it and it was slightly bent or tilted downward. We made several calls to T-Mobile already. My husband and I have been passed from one customer care representatives to another. They keep on telling us that getting a refurnished phone as replacements phones is of the greatest possiblity. They didn't only pass as several times to different collegues of them but we had to wait 5 minutes each time we had to wait for another rep. They were so rude to us. They kept on telling us that they will forward our call to someone else who could be much of help when all we had to do was keep on narrating our problems and just the same thing, we would hear the same lame excuses, false promises and shallow explanations then again being passed to another rep.

I really feel hopeless dealing with T-Mobile already specially after reading their other customers complaints and horrible experiences with T-Mobile on several websites such as receiving again and again not only were they refurbished phones but defective as well, even paying for the restocking fee for all the replacement phones they sent back to T-Mobile, and some were even ask to pay for the price of the replacement phones which T-Mobile claimed were either lost during transit or they haven't received it yet to excuses like they've received it but were damaged during transit or the phones reached their office beyond the 14-day grace period beyond the warranty period. What a scheme.

I only want to get what i spent my money for- - - - a New Motorola Razr V3 with excellent quality, free from defects. I had been very interested with the Razr eversince it went out to the market however it took me a while to purchase it because of how much it's worth.

- - - - - - - -
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I would also like to warn you of doing any transactions with any T-Mobile Customer Representatives over the phone as well as online. These people are very unreliable, untrustworthy, deceitful, insincere, rude and unprofessional. I have observed how inconsistent T-Mobile's Customer Care Representatives are with the services they are providing their customers.

I have "copied & pasted" emails I receive from the customercare@t-mobilesupport.com to prove how inconsistent T-Mobile's Customer Care Reps are with the services they offer their customers:

Email I sent to RAY 2743387 on July 28, 2006

Dear Ray,

I have observed how inconsistent T-Mobile's Customer Care Representatives are with the services they are providing their customers. This practice of yours can really be a good reason for your customers, specially me who has gone through a lot of troubles already dealing with you guys, to totally doubt, distrust and be really suspicious of the services you're offering me.

CLAYTON Rep ID 2745223 offered me a new Samsung T309; CHRISTINA L. Rep ID 7262786 offered me a new Samsung T-809 or a Motorola V360 in exchange for the Motorola RAZR V3 T-Mobile has sent me; and now, you have offered me a new Samsung T609. You see how you guys can really be a pain in the neck? I thought that if CHRISTINA L.'s (Rep ID 7262786) offer was sincerely accurate, then, it can really be a good offer. We already bought a Samsung T-809 at the same time we ordered the NEW Motorola RAZR V3 and we liked the features and it's quality, so we thought, it will be a gratifying proposition to have a NEW SAMSUNG T809 as an alternative exchange for the NEW Motorola RAZR V3 we have paid for.

A NEW SAMSUNG T809 phone kit which is free from any defects, is both functional & esthetically pleasing (free from any physical damages such as scratches and/or cracks), in good working conditions and has excellent quality will be such a favorable offer as an alternative exchange for the NEW Motorola RAZR we have spent our money for.

Thank you.

Email I received from RAY 2743387 on July 28, 2006

Thank you for taking the time to contact T-Mobile Technical support regarding your Motorola Razr phone.

We understand that you would like another phone for the Razr phone you have now. Sorry for all these various Emails, as it can be frustrating at times. My name is Ray, a senior agent with T-Mobile Technical care reviewing your case.

We have checked with our available options for you. As we are not able to guarantee a new Razr phone be sent, we do have the ability to send out a new Samsung T609 phone kit to you instead. This is the best phone we can offer for your case at this time. The T609 has the same features as the Motorola phone. Please let us know what you would like to do, and provide your information as Clayton has already sent to you.

If you have any further comments, questions, or concerns feel free to contact us at anytime. Our support Web site, http://support.t-mobile.com is also a great source of technical information including how-to and tips and tricks using your phone. Choose your phone model on the bottom, then click on Tips and Tricks to learn shortcuts and other ways of using your phone you may not have been aware of. Alternatively, our support number is 1-800-937-8997 or dial 611 from any T-Mobile handset at anytime.

As a valued customer, thank you for choosing T-Mobile. We appreciate your business.

Sincerely,

Ray 2743387
Senior Technical Care Specialist
T-Mobile USA

From CHRISTINA L. Rep ID 7262786 July 28, 2006

Thank you for taking the time to contact T-Mobile. My name is Christina
and I will be assisting you today. I understand from your email that
you would like to know if you can receive a brand new Motorola Razr for
free as well as receive a credit for the cost of the original Motorola
Razr you purchased. I can certainly appreciate your concern with this
ongoing issue so, I would be happy to assist you today.

I have thoroughly reviewed your account and see that you
have experienced difficulties with your handset which resulted in a
handset exchange being processed. When you received your replacement handset
you were disappointed to find out that this handset had been
refurbished. I am very sorry to hear that you were not advise of this fact before
hand.

While I cannot send you a brand new Motorola Razr for free or credit
you the amount you paid for the purchase of your original handset I would
like to let you know that we currently offer an Alternate Exchange
program. Currently this program allows customers with the Motorola Razr
receive either a Samsung T809 or Motorola V360 instead of another Motorola
Razr.

We, at T-Mobile strive for World Class Customer service and so that you
can find out if you qualify for this Alternate Exchange program, I have
transferred your email to our T-Mobile Technical Care group. You should
receive a response from them shortly. Thank you very much for your
patience. I do apologize for the extenuating circumstances of this ongoing
issue.

Please feel free to reply to this email, with the case number in the
subject line, if you have any further questions or concerns. You may also
contact our Customer Care Department 24-hours a day at 1-800-937-8997
or 611 and send from your handset. Thank you for being a valued T-Mobile
customer we appreciate your business.

Sincerely,

Christina L.
7262786
Customer Care Specialist
T-Mobile USA

From CLAYTON Rep ID 2745223 July 17, 2006

Thank you for contacting T-Mobile. My name is Clayton. I have read your e-mail s thoroughly. I understand how important it is to have a working phone that is both functional and esthetically pleasing especially since you spent the money on a new phone. Please allow me to look into and try my best to resolve your issue. As you where previously informed, we are unable to guarantee a brand new device through our Handset Exchange program. To improve overall handset reliability, we are committed to proactively identifying customers who have experienced multiple exchanges and may qualify for the Multiple Exchange Program. The Multiple Exchange Program will allow us to replace defective phone for a brand new phone.

I have reviewed your account and see that you qualify for our Multiple Exchange Program. At this time we can offer you a new Samsung T309 as replacement for your Motorola V3 RAZR. If you would like to go ahead and exchange your phone via the Multiple Exchange Program please respond YES to the terms outlined below.
* We will replace your device at no cost to you if it meets our 12-month warranty requirements and does not have:
* Liquid or water damage
* A broken or cracked screen
* Severely broken or cracked plastic parts (including the antenna)
* Otherwise you will receive an Out of Warranty notice, and there will be a $100 fee to replace the
device.
* You will receive a new device with a one-year warranty that begins the first day you use it.
* You will receive instructions with your replacement device that will walk you through setting it up and returning your old device to us. Following the instructions carefully will ensure you keep all the necessary equipment.
* Be sure to return your old device to us within 7 days of receiving your new device, otherwise you will be charged $XXX.XX (quote the customer the Restocking Fee, this is the cost for us to replace the device we have sent you, this is NOT the retail price you may have initially paid for the device.
* You can track your order at UPS.com by clicking on the Tracking Tab, then "Track by Reference Number". Use your 10-digit mobile number, with dashes (XXX-XXX-XXXX), as the reference number. Furthermore, we need the following information to complete the exchange:
* IMEI number (located on the back of your phone
under the battery or can be displayed by dialing *#06#)
* Shipping address
* Shipping method
* UPS Ground shipping (Free). Shipments are delivered within 7 business days.
* UPS Express shipping (cost $15.00+ tax). Shipments will be delivered within 3 business days.

If you have any other questions or concerns, please do not hesitate to contact us again by replying to this email or by calling 1-800-937-8997 from a landline (611 from your handset). You may also wish to try finding an answer to your question on the T-Mobile web site at http://support.t-mobile.com/productSelector.html.

Thank you for being a valued T-Mobile customer, we do appreciate your business.

Sincerely,
Clayton Rep ID 2745223
Technical Care Senior Rep T-Mobile USA

The above emails justify T-Mobile's CSRs inconsistencies in their services therefore, doing another transaction with them is really very risky. It would be best to avoid giving them another opportunity of taking advantage of you. Don't be their victim over and over.

It has also been our observation that all the Motorola Phone kit we have purchased at T-Mobile Store online are defective. My husband and I have also bought a Motorola V300 and a Motorola V186. We were just fortunate we didn't have the time to complain to T-Mobile's Hotline (611) or online. We were saved from undergoing the same traumatic experience we are going through right now. We got the 2 defective phones just 3 days before our scheduled international trip. Good thing too, my cousin was working at a Motorola Company in another country where we had our vacation. From this experience, we have finally learned not to purchase any Motorola Phone from T-Mobile specially not online nor over the phone thru 611. But anyways, we are just waiting for the 2 year extension contract to expire. We'll finally be free from the abusive T-Mobile company.

So far, this has been the last interactive email I had with T-Mobile's Customer Care Rep:

Email I sent to T-Mobile on AUG 1, 2006:

Clayton,

I took the initiative of personally contacting Motorola company's Customer Care Team here in the US hoping to deal with a group of staff who are really true to their profession. Indeed, I was fortunate to finally found such a team of Customer Care Representatives who provided me with such praiseworthy, sincere, respectable, uncorrupted and unprejudiced services.

I shared with Motorola's Customer Care Team the horrible and traumatic experience I have undergone with T-Mobile's Customer Care Representatives' services. They did not only responded to my email promptly but they also acted out the solution they mentioned in their email right away. They were undoubtedly very generous, polite, kind, unpretentious and professional. They are worthy of using T-Mobile's CSR's "battle cry" which is:"We strive to deliver World Class service to each and every one of our customers every single day!". They really mean their intentions of serving their customers. I didn't endure any inconveniences with these group of professionals which I am really grateful of.

Motorola Company sent me (overnight package through Fed Ex) my BRAND NEW MOTOROLA RAZR V3 which is also free from any defects and in good working condition. If I only had known then where to avail such superb services, then I would have had contacted the appropriate group of staff right away. I would not have subjected myself to such an agonizing experience.

T-Mobile's very disappointed, dissatisfied and annoyed customer

customercare@t-mobilesupport.com wrote on AUG 1, 2006:

Thank you for contacting T-Mobile regarding exchanging your defective Motorola V3 RAZR. My Name is Clayton and I will be happy to address your concerns. I can appreciate your concern and frustrating regarding receiving inconsistent information from us.

Upon review of your case history, you are currently eligible to exchange your Motorola V3 RAZR for a new phone through our Multiple Exchange Programs. Originally the device that was available as an exchange option was the Samsung T309. This device was upgraded to the Samsung T609 on July 18, 2006 and the option to exchange for the Samsung T309 was removed. This is why Ray D offered you an exchange for a Samsung T609 instead of the T309.

In regard to the Alternate Exchange Program for the Samsung T809 or Motorola V360 mentioned by my colleague CHRISTINA L. This exchange is only available for customers with the Magenta Motorola V3 RAZR and not the Silver Motorola V3 RAZR. I would like to apologize for any inconvenience or confusion this matter may have caused you.

Upon further review of your account I see that your issue was address over the phone by Aly.

If you have any other questions or concerns, please do not hesitate to contact us again by replying to this email or by calling 1-800-937-8997 from a landline (611 from your handset).

Thank you for being a valued T-Mobile customer, we do appreciate your business.

Sincerely,

Clayton Rep ID 2745223
Technical Care Senior Rep
T-Mobile USA

please stop posting that in every topic b/c it's just gonna get your account locked.

Tmobile has Lied regularly to me any one else?

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