Complaint Review: T-Mobile

To Whom It May Concern:

I purchased my T-Mobile Dash phone back in November of 2007. When I called to purchase a phone, the gentleman selling me the phone encouraged me to purchase the Dash, telling me it was just as good as the blackberry curve and worked the exact same way. I informed him that I needed this phone for a new job which was the ONLY reason for my purchase. Once I started my new job mid January 2008, IT Dept set up my dash to receive my incoming emails.

After about a week of not receiving any emails, I called T-Mobile support. They signed me up for a plan which would allow me to receive those emails. After another week of not receiving any emails, I called back. I was instructed that I would have to check with my IT Department at my place of employment. I checked with my dept and they informed me that everything was set up correctly. We have 20+ blackberry phones here which work fine on a daily basis with incoming emails as well as several I-phones which work fine.

When I purchased this phone I purchased it with a specific reason in mind. The gentlemen who sold me the phone obviously was not aware of what he was selling. After doing some research on both phones, its quite obvious they don't so exactly the same things. They don't even run on the same servers as well as many other things which are done differently.

One week after I purchased the phone it stopped working for 2 days and I was informed that the only way I could get a new phone was to pay for one and I would get a refund within 3-4 weeks. I'm a single mom, I don't have the funds to spend $600.00 on phones and wait to get a refund three weeks before Christmas.

I feel as though because I purchased this phone under the impression it would do what I needed it to do, and it doesn't that T-Mobile should make good on what their sales associate said. If he had simply sold me the blackberry, which at the time was the same price, and is what I had wanted in the first place, I wouldn't be where I am today. Out $250.00 with a phone that doesn't do what I need it to do for a job that expected me to have this resource.

I've spoken to customer service and despite the fact that I've lost 300 contacts, had all of my emails deleted from my office outlook and have a phone that does nothing that I was SOLD it would, they state there is nothing they can do for me. How is this possible? I've been a customer with T-mobile for years, I have 3 two-year contracts with your company. Why should I be forced to spend $300+ on a new phone? This is very frustrating to me as a customer that your company will not simply say hey our salesman made a mistake and good customer service says we should make it better I'm not asking you to refund me my money, I'm even willing to pay $100 for an upgrade to the blackberry curve.

I just feel like exceptional customer service means make your customers happy. I don't feel as though I'm being unreasonable in asking that you make the situation whole again due to an error on your customer service/sales agents part.

Melissa
Amesbury, Massachusetts
U.S.A.