T-Mobile Awful phones and service ripoff Nationwide
I have been with T-Mobile for over 3 years now and up until November my only issue with them has been over phones.
I have a family plan. 3 lines total. I previously had Samsung phones on the account and due to 2 of the phones getting hot after 10 minutes of use I decided to upgrade the phones to Motorola's. I purchased 2 Motorola V300's and a V600 for myself paying the added cost since I did not want to extend my contract. This was the start of the problems.
Between December and February my Motorola V600 was "handset exchanged" 4 times. They continiously sent me broken phones. At one point I had 2 of their broken phones at once and was having to use a loaner phone from a T-Mobile store to make calls. They finally sent me one that worked.
Since February I have been having a major issue staying connected to one of the numbers that is on my account. It drops the call after several minutes and most of the time when connected it sounds like we are talking on tin cans. Bad static and you can only hear every other word.
To try to solve the issue I have initiated numerous service and trouble tickets (all I get from the network engineers is either the issue is resolved when it isnt or we cant find the problem), handset exchanged my phone twice, the problem number phone twice, changed SIM cards twice, tried loaner and different phones and changed the problem number. I sent a certified letter to the Customer Affairs address through my attorney basically asking them to fix the issue. They responded by leaving a nasty message on my voice mail.
On top of this I am getting call failed when trying to make phone calls. I did another handest exchange and of course got a broken phone.
T-mobile told me that the drop call issue is a network issue and they cannot seem to fix it but to deal with it or pay $600 early termination fee ($200 per line).
They also told me that they are not going to upgrade my phone (T-Mobile stopped carrying the V600) which means that I can either continue to receive reconditioned broken phones or buy a new phone. I should not have to buy a new phone after buying 3 new phones less than 8 months ago.
Stebe
las vegas, Nevada
U.S.A.
1 Updates & Rebuttals
Yolanda
Bethlehem,Pennsylvania,
U.S.A.
T-Mobile service is the worst!!
#2UPDATE EX-employee responds
Fri, July 22, 2005
Stebe,
I am an ex-employee of T-mobile who use to work in the Tech support dept and can tell you for a fact that the problem is with the service in your area and with the problem number. I own two motorola v600's and (knock wood) have yet to have a problem with the phones in the year I have had them. It is true that they have the crappiest exchange phones simply because they are refubrished.
Question: did they file a trouble ticket for the number that you are having problems staying connected to? If you are able to call any other number and stay connected then the problem it with that number NOT with your number and don't let them tell you different!!
Call them and ask to speak to tech support, file a ticket for the problem number, escalate to a supervisor.
They are able to have the ticket escalated at the NOC center. Be as specific as possible with the ticket like telling them exactly where and when the calls are dropping.
They send techs out to the area with equipment to test the network. THE PROBLEM IS WITH THE NETWORK, assurt yourself and don't take no for an answer!!!
Changeing the number or phone is not going to solve the problem if it is originating from the source and THEY CAN FIND OUT WHY AND RESOLVE IT!!!!
Also if they refuse to give you a brand new phone after being with them for three years and purchasing three phones then they do not deserve you as a customer.
If you decide to stay with them and are forced to buy another phone I would purchase an unlocked phone from overseas.
For the same price as one on t-mobile's phone you can get an excellent phone that will give you must better reception to work with their network.
I own a motorola pda from overseas that has better reception than my two v600's, I have always had a signal with this phone no matter where I am. Hope that this helps you.