Complaint Review: T-Mobile

My wife and I each purchased a T-Mobile phone from a local authorized T-Mobile dealer (MB Wireless, LLC, 1906 N. Wickham Rd., Melbourne, FL 32935). The first phone was purchased 12/9/05 and the second 2/14/06. The dealer provided the new phones from sealed packages and helped with filling out the rebate paper work. We were to receive a $30 rebate on each phone.

Approximately a month after filing for the first rebate we received a letter stating the IMEI number had already been used. Note that the terms of the rebate required the original IMEI number from the packaging to be submitted. We also verified that the IMEI number submitted was the one stored in the phone.

I called T-Mobile Rebate Customer Care (1-877-311-8853) and talked to a very polite person who stated that there was probably a mix-up and that they would re-submit the request.

After another month I received an almost identical letter stating the IMEI number had already been used. Again I called and was again told there was a mix-up and that they would resubmit the rebate request.

When we went in to purchase a second phone I told the local dealer about the problem and he indicated others were also having problems but that the rebate would be paid.

Approximately a month after purchasing the second phone we received a letter stating that the second phone's IMEI number had also been previously used for a rebate.

I called T-Mobile Rebate Customner Care on 3/20/06 and worked my way up from the original contact through supervisors Susan (493302), and Stephen (493214) and finally to Jason (492915) who identified himself as the overall manager of the Rebate center.

The initial agents and the Supervisors indicated that there was nothing they could do and that the problem was that the phones were discounted. I explained that I purchased them from a local T-Mobile Authorized Dealer and paid the full price indicated in the T-Mobile Web Site. At that point they began to get vague about the reason no rebate would be provided.

When I talked the Jason (Manager) he initially gave the same story but eventually said he saw something in his data which indicated the problem was on the T-Mobile end. He indicated he would submit an inquiry to T-Mobile and that I should call back in 2 weeks. He gave me tracking numbers for both phones (642698544) and (628034427) and stated I should be able to see progress on the T-Mobile web site.

I attempted to find the tracking numbers on the Web Site and received the "no record found" response. I then called the Rebate Center and asked to speak to Jason. I was told they would not put me through to him and there was nothing further they could do.

I tried calling the local dealer and his number has been disconnected.

In summary, we bought T-Mobile phones from a T-Mobile Authorized Dealer, submitted the rebate paper work in accordance with the terms and conditions of the rebate. We have been told several different stories about IMEI numbers being previously used for rebates or IMEI numbers which were part of a discounted block of phones. I have received no clear explanation of how I could have known the IMEI numbers were not valid for the rebate.

I intend to continue to pursue this as far as I can.

James
Melbourne, Florida
U.S.A.