Complaint Review: T-MOBILE

Let's start from the end; I was on the phone today with T-Mobile for one hour this morning in order to resolve a problem that I had made very evident to them one month ago; Not being able to Receive my email on my mobile phone, a service for which I am subscribed but which HAS NEVER WORKED ! The T-Mobile rep this morning trouble shooted for the 35th time in the last 2 weeks. She ended up telling me to go to a T-Mobile store location because "Only seeing the handheld, could they resolve the problem.

I did go to the T-Mobile that the T-Mobile rep had found for me on Route 22 West; "Cellular Plus"; They informed me that this was a mistake, and that I should go to T-Mobile 22 East; I did. This afternoon from 4 pm until 7.10
I was on the phone with T-Mobile; The problem is that this Samsung Blast T-Mobile is the 3rd T-Mobile phone that they have sent me in 1 and a half years.
At the T-Mobile store the rep there told me that I need not have come there because all trouble shooting was done on the phone; She then proceeded to conect me to customer service on an internal phone.
I re-explained to Sherry, rep. number 0956428 for 90 minutes; At that point (still in the store) Sherry, the T-Mobile rep (Tech Support) left me hanging for 15 minutes; While awaiting her retturn on the phone, I used my cell. phone to try and contact her w/ the rep number; I was told by another rep, Letitia (rep n. 802120) that it would take 24 hrs. to email her.

I explained that it was 2 weeks that T-Mobile reps had been promising to resolve my email T-Mobile phone connection BUT that I had no more days because I was leaving for Italy in 2 days AND I NEEDED TO RECEIVE MY EMAILS FOR WHICH SERVICE I HAD BEEN PAYING !!!

Letitia proceed to call an account specialist, BEN, rep n. 0956858; Ben could not resolve anything so he passed me on to Tania in customer loyalty, rep. n. 051162; Tania could not resolve so she passed me on to Leah, rep. n. 0955447 of Tech support Tier 2; Leah, after two weeks of this on-going story and MANY HOURS of being lied to, passed on to tech. support with reps who resolved nothing, told me that the Samsung Blast phone sent to me by T-Mobile to replace (Twice !) the Pearl Blackberry was known to be defective but at this point she could not resolve my necessity to be able to receive my email when traveling in Italy, which to my job IS ESSENTIAL !!!! She then passed me on to Tony (Rep. n. 062322) in customer loyalty, who told me that he was very sorry but that T-Mobile could only SEND me a new phone BUT not within 1 day 1/2 when I had my plane tickets to leave for Rome.

So after 6 reps. in 3 hours this afternoon and for 2 weeks of previous trouble shooting announcing that I needed my email service and with T-Mobile promises and the T-Mobile deviceiveness of sending me a new Samsung Blast phone to replace the 2 defective Blackberrys BUT EXTENDING MY CONTRACT ANOTHER 2 years with a $200.00 prepayment penalty I remain with their excuses and on my trip without my email service for which I AM PAYING, not working and with their lies and incapacity niether to resolve the tech problems while TREATING ME WITH DISRESPECTUFULL CONTEMPT while passing me on to rep after rep after rep like a sack of potatoes and the inhuman disrespect for my needing the mobile email service after having been damaged in my work and inhumanly inconvenienced !

This in addition to the fact that on one very unfortunate 29th of December 2006, I decided to go with T-Mobile (the blackberry was free !!!) because I needed to be working in Rome and needed to see my email; For 6 months i payed fot the internet service AND IT NEVER WORKED !!!!
My year and 1/2 with T-Mobile has been TRAGIC and I consider my switching to T-Mobile one of my biggest mistakes. When I asked, after all of these
tragic and absurd situations to be able to cancel T-Mobile without paying the $200.00 prepayment penalty, they said no. Inhuman and disrespectful of
human inconvenience and inexistent service !!!

and NEVER USED it because it WAS NOT WORKING !

Gilda
Elizabeth, New Jersey
U.S.A.

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