Complaint Review: T-Mobile

Letter sent without response. Attn: Corporate Management Re: T-Mobile’ Fault resulting in financial/personal loss. I have been a loyal and happy user of T-Mobile service along with my family for a number of years. Prior to T-Mobile I was with Verizon back to when they were Air-Touch in the 1980’s. Recently, I went to one of your stores (located on Douglas St and Mission Ave in Oceanside Ca.) to use the jump up program and switch to an IPhone. I was told that there was no availably to transfer my phone contents to the new I Phone. I was surprised such a large company did not have the needed device to do so. I was told only some stores have what is needed to do the transfer. The sales person did the required procedures necessary for the purchase the new I Phone. He stated he would bring a card from his home to transfer my personal information the next day. I asked for my phone back, which he refused. I did not feel comfortable leaving my phone, but understood he was abiding by T-Mobiles rules. I arrived the following morning and was told the employee was not at work due to an emergency. I went the following day and he still was not there. I asked again that I would like my old phone back. Again, was told no. I was then told that my phone was cleared of all info and sent back!! Upset was not even the word for the feelings I had at that time. I am still so very upset! I needed a picture for proof for an upcoming court case. I will most likely lose the case without the picture of proof!! I am a widowed senior with my children/grandchildren living out of state.. I had precious pictures and movies on the phone that can NEVER be replaced or enjoyed again. Besides that there were text messages of upmost personal business importance. Suggestions for better service to your customers would be: 1. Every store should be able to transfer all the customers’ info, pictures, text messages and movies. You are NOT a small company. This is totally unacceptable and inappropriate for a company of this magnitude. This is not a way to cut cost by no means. Corporate heads should know this and money should be allocated to make sure customers are taken care of the right way. Why does T-Mobile not give the service required??? 2. The employee if trained properly would have attached a note to my phone. Do not take, transfer not complete. Any competent employee would have done so. No consideration was given by that employee to see the whole transaction through to completion in a satisfactory manner for the buyer and the good feedback to the company. Apparently, that was no an option of T-Mobile’s. I spoke to a Carla at the Georgia store. If you check my account you will see the notes. She was empathic, understanding and tried to do all possible to correct the incompetence from the person I dealt with. I had her send me an email stating T-Mobile was at fault for losing the picture needed to win the court case. We both are aware of how court cases go and especially with no tangible evidence to offer. I wonder how any of you would deal with this situation?? Your whole phone wiped out clean with no recovery! I now have NO faith in winning this case, thanks to an incompetent T-Mobile employee. Carla did give some credit to my account. Little offering seeing the large loss I may have to swallow let alone the precious grandchildren pictures, movies, and important text messages. It will be interesting to see if any of you give me the courtesy of acknowledgement from this letter. The court case will be coming up soon, would you like to be the one attending and offering only a note from a T-Mobile employee. I don’t think so! And what about the financial loss of the case? All because corporate heads don’t spend a small necessary amount of time to see that all stores have devices to transfer information from one phone to another. Who is, or who are the persons responsible. Do you thing a little micro managing instead of that extra golf game would have been a better choice. One (1) order from one of you could have avoided all of this. I have lost respect for T-Mobile and your lack of management. I hope this letter changes some policies soon. There isn’t a day that goes by I don’t think of what I lost. Shame on you, T-Mobile I am considering taking this matter to social media, BBB, and legal consult. I did have high regards for T-Mobile and passed that on to others. Please don't make me sorry.