TMobile Extended contract without permission Albuquerque, New Mexico
In December 2007 I called TMobile as my husbands Samsung that was about 3-4 years old was not working well. No surprise there. I called to order a new phone and was talked into purchasing the useless SideKick Slide. When I purchased these phones (talked me into one for myself) there was NO mentioned that I had just entered into a 2 year contract! They also didn't mention that in order to make the phone even marginally useful we would have to sign up for an internet plan. We had been month to month with TMobile for years and I did not want to enter into a contract that costs a small fortune to get out of.
Within 6 months the track ball on my husbands phone stopped working apparently a common problem, they did give me a return code to get a refurbished phone. I had just paid a lot for a new one, but hubby decided to just stick his sim card into the old phone and deal with it. Yes we hate the slides that much!!
It was when I called to have his phone replaced that they sprung on me that I was the proud owner of a two year contract. I was livid.
Fast forward to September of 2008. My friend who is on my contract, yea I know BIG mistake, got a new boyfriend and went over our 1000 minutes. No problem she will pay it. I could not find the per minute charge anywhere so I called customer service. Another big mistake apparently.
The CS rep, Anna, had a plan that would save my friend $8!! For one month only increase our minutes to 1500 family plan. I was ADAMANT about not getting stuck with a contract on her line or my kids and explained my ANGER over the SideKick mess. I told her it was bad enough that I was stuck with these junky until 12/9 and DID NOT want to be stuck with a contract on the other 2 lines. I was assured that would not happen.
I'm sure by now you have figured out the rest of the story. I called on 12/31/08 to discontinue service on these 2 lines and was told I verbally agreed to a one year extension on 9/3/08. I do not know how an employee in good conscience after hearing how angry a customer was about being screwed into a 2 year contract could document that I agreed to a one year extension.
I talked to several other people that day including Kim in Customer Relations (what a joke!) and her supervisor Alex who were less than helpful. I asked her if it made ANY sense that a customer who had expressed such ANGER over being suckered into a 2 year contract would say... 'yea sign me up for another year on a service that is marginal at its best'. Her response was Anna documented that you agreed so we have to TRUST her.
Of course they will trust the person who is trying to get a few extra bucks by extending a contract. I would have just paid the overage and went on with my month to month contract. I've been screwed by TMobile once again and didn't even get a kiss.
You would think that after about 6-8 years with them waiting for the promised 'better coverage areas' that they would not treat you like this.
I decreased my plan to 700 minutes, dropped caller tunes, unlimited text etc.. I had them block the text message so it can't be used at 20-25 cents a minute.
I have emailed them, as per instruction of Alex, because all they want to do is 'make me happy'. You've got to be kidding. In my experience when emailing TMobile you get the automated response and then in about 1 in 5 emails you may get a response that does EVERYTHING but answer you complaint or concerns.
Thank heavens I have been able to warn off at least 5 people about TMobile and apologize to the ones I encouraged to sign up during my first year with them. Here's hoping I'm forgiven.
Lisa
Mount Juliet, Tennessee
U.S.A.
2 Updates & Rebuttals
Joanne
Lorain,Ohio,
U.S.A.
You could have been dealing with new employees
#3UPDATE EX-employee responds
Wed, April 22, 2009
Customer service reps are supposed to do a verbal agreement in order to enter you into any type of extended contract. If they didn't do this, it was the employee that was at fault, not T-Mobile itself. It's possible that you were dealing with a new employee who really didn't know what she was doing.
I think what has happened to you is wrong, however, you can't blame an entire company for what their employees have done. If you are that unhappy with them, cancel your account and pay the cancellation fees, or you can wait out the contract. Either way, you have to decide what's going to cost you less money in the long run. It may be that you would pay less to just cancel the accounts than you would end up spending just to keep the phones on for another year or two.
Adam
Mobile,Alabama,
U.S.A.
Ummm read the fine print
#3Consumer Comment
Thu, February 26, 2009
Whenever you upgrade your phone, and this is with any cell phone company unless you are prepay. It says on the bottom of the price of the phone subject to 1-2 year contract agreement. now with that being said sidekicks do suck i give you that however no one can talk you into getting anyhting if you dont want them to. What it sounds like is that you heard all the cool features and wanted to try it out. Not a problem. but dont blame them for "talking you into it" thats your own fault. Now back to the upgrade, if you did it online it says at the bottom of the ad that this price with 2 yr contract. Now if you did it over the phone which i have done many times with t-mobile they say that this phone+this price= 2 yr contract basically. Now if that was not explained to you then they are at fault and the supervisor needs to go back through that call log and assertain whether or not the Rep screwed up. In that case T-mobile should fix it. If they dont tell you there is a contract.... ask. take some responsibility for things like that.