- Report: #356890
Complaint Review: T-Mobile - Bellevue Washington
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T-Mobile
12920 Se 38th St Bellevue, 98006 Washington, U.S.A.
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T-Mobile broken phone, lied to and manipulated by several CSRs, total sham Bellevue, Washington, Bellevue Washington
I have been a loyal T-Mobile customer since 2003. I never had any real issues until I got my current phone (Motorola w490). A few months after having the phone, it lost its mind. Would only type the number 4 over and over, while scrolling through the ring styles. Nothing would fix it. They shipped me a new phone. Same thing.
After going through many echanges of this phone, a new problem occured. When I would try to make or answer a call, I would get a digitalized garbled noise. It would do that instead of ringing or hearing a voice. It would come in and out, and after talking to Julian in New Mexico, he said he saw no problem in getting people a completely different handset if the problem continued. He said he would call the next day to check on the problem. No call, nothing.
I called them and after going through the story with a customer service rep and a supervisor, I was offered to switch my phone to a downgraded Motorola or a Nokia. I was unhappy with both the choices and was transferred to Customer Loyalty. The girl was rude and obviously didn't want to deal with me. I ended up agreeing to accept the Nokia based solely on her information in saying it was a completely compariable phone and I'd be happy with it.
I did my research when I was able to get onto a computer and realized she LIED about the features of the Nokia in order to get me to accept it. I called back, completely furious... went through the story with another rep, a supervisor and got nowhere. I wanted to cancel my account. They transfered me again to Customer Loyalty. I was then presented with an offer I couldn't refuse! "Well since you have been such a loyal customer since 2003, I am prepared to offer you one more option. You can upgrade to a new Motorola for $29.99 and your contract will only be extended until 2010!" Are you kidding me? I want to cancel my account and you offer me a contract extension? No thanks. All that after telling me they couldn't "prove" that their employee lied to me.
I was then told I could accept the Motorola RAZR instead. I agreed. They told me to refuse the Nokia package when it arrived and then I could place the RAZR order. I asked what they expected me to do during this package refusal and not having a phone. I was told I could go to my local T-Mobile store and place a $200 deposit on a loaner phone. Ridiculous.
I refused the package and called back. UPS hadn't given them updated tracking information so I got nowhere. The girl (Allie) was very nice and wrote EVERYTHING down in her notes as to make it easy for the next rep.
I share this plan with my mom and both of our names are on the account. I was busy with business and she offered to call and place the order for the RAZR. I gave her the information about the phone and told her about Allie's notes. She took care of it all, and when she called back, I got the surprise of my life.
She asked for the Motorola RAZR v3, they informed her she was getting the RAZR. They asked her what color (red or blue) and told her they had explicitly discussed with me how it would cost $29.99 and there would be contract extension. Ranted on her, telling her how they had gone "above and beyond" for me in this situation. She went with it since they assured her they had spoken with me and she was getting me the phone I had asked for.
Instead of placing the order for the RAZR, they instead upgraded me to the Motorola RIZR z3 and extended my contract until 2010... the option they offered me before and I flat out refused over and over. They totally manipulated my mother and convinced her that she was getting the exact phone I asked for. HUGE LIE.
Called back again, more angry than ever, and explained it to a CSR named Mike. He had a brain and while he was unable to stop the RIZR from being shipped, he placed my RAZR order and re-set my contract date back to the original state. Now I once again have to refuse the RIZR package when it is delivered and just "hope" that the RAZR arrives soon.
I can't wait until my contract is up or I can manage an extra $200 for the ETF. I was content with this company until they pulled this. And for what? All over a phone that is broken at no fault of my own.
Laura
Denver, Colorado
U.S.A.
Click here to read other Rip Off Reports on T-Mobil
After going through many echanges of this phone, a new problem occured. When I would try to make or answer a call, I would get a digitalized garbled noise. It would do that instead of ringing or hearing a voice. It would come in and out, and after talking to Julian in New Mexico, he said he saw no problem in getting people a completely different handset if the problem continued. He said he would call the next day to check on the problem. No call, nothing.
I called them and after going through the story with a customer service rep and a supervisor, I was offered to switch my phone to a downgraded Motorola or a Nokia. I was unhappy with both the choices and was transferred to Customer Loyalty. The girl was rude and obviously didn't want to deal with me. I ended up agreeing to accept the Nokia based solely on her information in saying it was a completely compariable phone and I'd be happy with it.
I did my research when I was able to get onto a computer and realized she LIED about the features of the Nokia in order to get me to accept it. I called back, completely furious... went through the story with another rep, a supervisor and got nowhere. I wanted to cancel my account. They transfered me again to Customer Loyalty. I was then presented with an offer I couldn't refuse! "Well since you have been such a loyal customer since 2003, I am prepared to offer you one more option. You can upgrade to a new Motorola for $29.99 and your contract will only be extended until 2010!" Are you kidding me? I want to cancel my account and you offer me a contract extension? No thanks. All that after telling me they couldn't "prove" that their employee lied to me.
I was then told I could accept the Motorola RAZR instead. I agreed. They told me to refuse the Nokia package when it arrived and then I could place the RAZR order. I asked what they expected me to do during this package refusal and not having a phone. I was told I could go to my local T-Mobile store and place a $200 deposit on a loaner phone. Ridiculous.
I refused the package and called back. UPS hadn't given them updated tracking information so I got nowhere. The girl (Allie) was very nice and wrote EVERYTHING down in her notes as to make it easy for the next rep.
I share this plan with my mom and both of our names are on the account. I was busy with business and she offered to call and place the order for the RAZR. I gave her the information about the phone and told her about Allie's notes. She took care of it all, and when she called back, I got the surprise of my life.
She asked for the Motorola RAZR v3, they informed her she was getting the RAZR. They asked her what color (red or blue) and told her they had explicitly discussed with me how it would cost $29.99 and there would be contract extension. Ranted on her, telling her how they had gone "above and beyond" for me in this situation. She went with it since they assured her they had spoken with me and she was getting me the phone I had asked for.
Instead of placing the order for the RAZR, they instead upgraded me to the Motorola RIZR z3 and extended my contract until 2010... the option they offered me before and I flat out refused over and over. They totally manipulated my mother and convinced her that she was getting the exact phone I asked for. HUGE LIE.
Called back again, more angry than ever, and explained it to a CSR named Mike. He had a brain and while he was unable to stop the RIZR from being shipped, he placed my RAZR order and re-set my contract date back to the original state. Now I once again have to refuse the RIZR package when it is delivered and just "hope" that the RAZR arrives soon.
I can't wait until my contract is up or I can manage an extra $200 for the ETF. I was content with this company until they pulled this. And for what? All over a phone that is broken at no fault of my own.
Laura
Denver, Colorado
U.S.A.
Click here to read other Rip Off Reports on T-Mobil
