T Mobile Phone Upgrade Policy

I just have to jump in here a minute. I like T-Mobile, but I must say the service varies everytime I call. The local boys at the store, well, lets just say they leave a lot to be desired. I have been with T-Mobile for 20 months. After my first 12 months I went in and signed up for a family plan and put my daugher on the plan. I wanted to upgrade at that time...was not even told about the upgrade plan, but was charged full price for a V300, and my daughter received a crappy Nokia 3595, which is horrible. Now I want to upgrade her phone and she wants the Motorola C650 which for new customers is $99...I would like it for this price and would be willing to add another year onto my contract, but have been given a flat out NO!...I pay $150 a month for my large family plan and Tzones, and picture messaging, and text messaging geez I got the whole works, but I get good coverage.
So can one of you reps please tell me why I get such rotten treatment? I don't call and threaten to leave or anything like that...because they say you attrach more bees with honey then vingar...and I feel you guys do have crappy jobs at times dealing with people who yell all the time, but what about the rest of us, must we suffer because of others?

Thanks for letting me voice my opinion.

currantly the way it works is you have to be on a $39.99 plan or higher for a single line or on a $69.99 pooling plan or higher, for 11 months to be able to get the max discount that is alloted, with a 12 month contract, and will include mail in rebates on the phones that are currantly offering them.

i just want to start out and say how great T-Mobile service is. All of the customer service reps are the nicest people i have ever talked to. I used to be at cellular one until a year and a half ago. Customer service was horrible. the reps would yell at me and never have an answer for my questions. The store was never able to fix my phone, so i moved to T-Mobile. It is now time for me to upgrade and i am hoping to get a V600, but the upgrade price is 199.99. Is there anyway to get that phone cheaper?

I registered to post this, as I find myself quite disappointed with T-Mobile today.

Specifically, I called to find out about discounts for upgrading my phone from my over-two-years-old 3390 Gold to something better, and was told that no upgrade discounts were available to me.

Now, T-Mobile representatives have mentioned earlier in this thread that people often complain because they don't get upgrade discounts after just a few months -- however, my wife and I have had T-Mobile for more than two years now (two year-long contracts, and an unknown number of months since then), first year with a $60+ family plan, and since then with a $100+ family plan. We have not upgraded our phones at any time -- we're still using the original 3390 Gold phones they provided -- and we've paid for several months of WiFi hotspot access to boot.

I am disappointed primarily because this hurts T-Mobile as well as it does us. Now I'm simply going to transfer our account over to another provider for a year, take advantage of their free phone upgrade deal, then go another 2+ years sending checks to them instead of T-Mobile.

Sigh.

I was a T-Mobile customer for two weeks.

Originally, it came time for me to get my first phone, and after a fair bit of research, it seemed like the Samsung e715 was going to be it. Armed with a printout from Amazon, I visited the loval T-Mobile store, and with the deal matched, I was out of the store in half and hour with my new, free e715.

Alas, it was not meant to be. I got home and couldn't figure out what was wrong with my phone. Every time I tried to make a call, I simply got a message that access was denied unless it's an emergency call. Being completely new to cellular, and it took me a while to realize that this was not the default state; I had no signal. Or, more accurately, I had signal— it was just all AT&T signal, and strong as it was, there was no roaming agreement for that tower. I called the T-Mobile store on a landline and they had no idea either, though they reasonably offered to swap the phone for a new one if I came back, and if that didn't work, offered to trade to a Motorola V300 (not so reasonable, but nothing definite, and kind of the result of me mentioning a friend's V300 working at my house). I didn't have transportation for the rest of the day, however, and decided to wait and go in later if the problem persisted.

Unexpectedly, less than an hour after hanging up, I got service and everything was fine. For four days. The following Monday, I woke up with no service and half as many bars as I was getting before. Calling T-Mobile customer support didn't get me any answers, the the service rep was a nice guy and said he'd file a service report and get me a response in 72 hours, and that I should, in the meantime, go back to the store and get a replacement phone to cover that end. As a customer, I expect reliable service, but life happens, and it was comforting to see it handled well. Or, at least, I thought so.

Three days later, there was still no response. By the fourth day, I'd replaced my phone and still gotten no response (though the phone unexpectedly managed to wipe itself; between that and the e715 being pretty light on features and usability outside of its camera, I don't think I'll touch one again). Calling customer service got me another very friendly rep, but she also had no idea what was going on in my area, and told me all she could do for the time being was file another service request. Frustrating, but reasonable, friendly customer service reps can go a long way. I did this and waited another four days.

My third and final call to customer support was not so nice. The customer service rep told me that there were now 6 service requests open in my area, and that it had been like this since October 1st. These were the same service requests I was told would get responses in 72 hours. When I asked him what could be done, he told me I could file another service request and was not exactly terribly nice about it.

Yeah, tactical error, buddy. I have a two week trial period.

I waited until the end of the two weeks, and still no luck. Taking it back to the store to turn in the phone and close my account got me a depressed rep who informed me that the tower in my area was down and that "they're working on it." Sure, since October 1st, I'm sure. Closing out my account required a last call to customer service, and though the rep was friendly and offered a month of free service, the prospect of being stuck both with an unreliable phone and no service at home with no assurance that it would ever be fixed soon, if at all was not promising, and a month of free service wouldn't begin to make up for being stuck like that. That was pretty much the end of that, and I was told that if I wanted, I could come back within 90 days with activation waived, though they couldn't promise the same phone (I'd either get a Motorola a630 or a Nokia 6600 anyway; with T-Mobile's price matching policy, the a630's free matching Wirefly and the 6600's $9.99 matching Amazon).

For now, I'm without a phone. T-Mobile and Cingular are the only carriers I can afford as a poor student, and Cingular's store reps and customer service were obnoxious and precisely unpleasant— and considering they won't even match deals from their own website, I'm not sure how they plan on attracting customers. My friend still has T-Mobile (and she's very unhappy with it thanks to spotty as hell coverage up at Bard and a possibly defective V300), and I guess I'll see if it works at my house over Winter break. I don't really have many choices, but I can't really say I liked my experience much. Friendly customer service reps are nice, but if they can't provide accurate information and maintenance can't fix a tower in two months, there's not much point.

No, this isn't about upgrading a phone, but considering the attention this thread's gotten from T-Mobile reps, I'm curious if this'll get any response. On the subject, really, it's obviously unreasonable to expect to trade up to the highest end phone two weeks or two months into your contract. A customer who has used his phone for a year and a half, however, should not simply be offered some half assed deals that mirror what new customers pay in theory. In practice, I can get fairly high end phones for free with good research from various sites, and customer retention is supposed to be about giving me a reason not to simply switch over to Cingular for a couple years for a new phone and then jump back.

I absolutely agree with Tiger on this one...except with the...I hope you get me when you call in...easy girl. Excellant explanation.

I think that this thread is hilarious... no complains from me about t-mobile

I do want an upgrade though, and I'm not really here to talk about the prices eventhough I would never deny a nice discount.

I am just curious if anybody knows if and when t-mobile is going to get a new phone... (not to make t-mo look bad)... Verizon released the V710 from Motorola and it is sexxxy. Just curious if T-Mobile is going to have anything like it from Motorola or whoever any time soon, and in time for when I get my upgrade... otherwise ill "settle" with the V600...

Thanks

I've been offered the price of 249.99 for the E715 but I refused to accept that. I've had tmobile for almost 4 years now, on and off. but that wasn't working for me. To be honest, i couldve paid the price for the phone and a new contract but why? All it rewuired was a little talking and ... I got the phone for 200.00, 50.00 rebate and a free body glove case. Dont worry about all that other stuff just be nice to the T-Mobile Retail rep. guys/girls and sound important and that will ge the job done.

If you have had active service with tmobile for atleast 11 months on a qualifying rate plan that is the price that you should get but i believe its 249$ w/ 100$ mail in rebate, and yeah if you are nice to the rep then sometimes they can get you that price if they consult their supervisor.

I just got off the phone with T-mobile and I have to say I'm extremely confused. I've been a customer since August of 03 with the $39.99 plan (which I believe qualifies me for the discounts I've been reading about). I have a T610 that I'm pretty sure is starting to crap out on me (the static over the last few weeks is unbearable), so I asked him how much I could get a Motorola V600 for (this is while I had the t-mobile and amazon.com sites in front of me on the computer). He told me I qualified for the discount on the v600 and could get it for the "low" price of $319 off of a retail value of $389. Of course, list price on both t-mobile and amazon is $299.99. I asked him about it and he said those are for new agreements only, and I could get another line (what?) and another plan to get those deals. Am I totally missing something? I've only skimmed through this forum, but I have seen things like "11 months at a plan $39.99" and "price-match amazon.com" here (although there's always the chance that I misread some stuff). So what's going on here? Did I just get the dumbest tech op on the planet, or is T-mobile REALLY doing their best to ensure that long-time customers get pissed off and leave because they're being charged hundreds of dollars more for phones that new customers get for dirt cheap?

T Mobile Phone Upgrade Policy

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