Complaint Review: T Mobile - Albuquerque Nationwide

There is a serious problem it has never been resolved. I had filed a complaint case with BBB about the bad activation of T mobile, AND the serious problem with the T mobile reception. I had activated my phone on 5-15-05, so far T mobile HAS NEVER resolved this issue. I had contacted with them about 4 times already.

The problem is the following

There is a crosstalk problem since the first day I and my wife use the phones. (we got the family plan, 2 new Motorolla V66). This happens everyday and happens randomly. When we call somebody, sometimes the line will jump to another line and I will talk to some other strangers. Sometimes my friends can hear what I say but I cannot hear what they said.

Last week, I called T mobile customer rep, he suggested me to turn off and turn on the phone and checked if the problem still existed. It did not solve this problem at all.

3 to 4 days ago, I called T mobile about this problem, I talked to the rep for a while and the cross talk problem happened again, then I called T mobile back again, and the customer rep transferred me to the techical rep, he called my home phone and did the trouble shooting test on my cell, and he found out there was some problem with the network but they did not know why. He put the service request on it finally and he recorded this test in the technical record. He also said I can exchange the phones if I like. I asked him how I can exchange the phone and he told me that I just need to go to the authorized dealer ( the one that I opened my service) to exchange it. I can do it within 30 days since I am a California resident.

Yesterday, I went to that store. The owner told me I could only do it for the first 14 days in his store, between 15th days to 30th day, I had to go through the Tmobile customer service by calling them. I drove 15 miles to get to that store and it turned out that I could not exchange the phone because of the misleading information of T mobile techincal rep. I called the T mobile customer rep outside of that store and asked the rep. The rep told me what that tech rep told me was wrong, the exchange policy depends on that store policy. She then told me that I CANNOT exchange the phone. She need to do the troubleshooting test. I asked her why since the technical rep already did that, all she said is that is T mobile policy and she had to rerun the test again. I then talked to her supervisor, Mike, emploee ID 111005. He told me the same thing and he said it did not matter if I did the test last time ( the test took like 10-15 minutes), he need to redo the test again. I asked him why I need to redo this test since the tech rep said there was a problem with my line and he already put this troubleshooting record in the file.

He insisted that I need to do it because that was T mobile policy. I was on the street and conducted this trouble shooting test again, then he said he could not exchange the phone, he said the tech dept has the right to do it. He said he could not do it at all. He then transferred me to the tech dept and talked to a lady there employee ID 3733038. She asked me why I don't exchange the phone by discussing with the customer rep dept. I told her that supervisor Mike did not have authority to do that. She told me that Mike was lying about this, he just did not want to do that. Mike has full authority to do it because that is the customer service dept job. She said she could do it for me. She then checked my record and she said she could not do it since the tech rep put this record down: The customer need to go to that store to conduct the SIM card test.

At that time I was totally lost, I have never been told about this SIM card test. She insisted that I had to do it in order to exchange the phone. I just hung up the phone and I was sooooo lost. I went back to that store and told them about this. The worker told me that he did not know anything about this kind of test at all and he did not have any device to do that since it is just a regular store. He said he would call T mobile and do this exchange for me.

Today, the store called me back and said T mobile wanted me to call the customer service rep and did the troubleshooting test. ( 3 times!!! I dont think T mobile has a policy to have the customer conduct soooo many trouble shootin test, it seems like they never recorded the result of the test and I had to go through it every time I called!!). The store told me to talke to Rebecca, employee ID 0757216.

I called back and the rep could not transfer me at all since T mobile does not have that technology to transfer me to that rep, he could only email her. I was lost again, then I explained the crosstalk problem and blank out problem, and I requested to exchange both phones. He said okay, he did it for me. I said I want to exchange the SIM card too since they never found out what the root of problem was. He said he need to charge me 20 dollars but I told him that California resident has 30 days period to exchange the phone, also the problem is from T mobile, not from my side at all. Finally he said he order free phone and free SIM card for me by putting free SIM record in the system. His employee ID is 0442742. Now I am not sure if they really mail me the phones and if they really waive the charge of that SIM cards at all since their customer service and tech rep service is soooo unreliable.

My question

1. Why they need to do the troubleshooting 3 times and never exchanged the phone for me? Do they just put those troubleshooting record inside the trash can?

2. Why every tech rep and customer rep told me different things. One told me I exchanged my phone by going the store, one told me that I could not do it. The customer service supervisor Mike told me that he could not exchange the phone, then the techinical rep said Mike was a liar. One told me that I need to do the SIM card test but I am never been told. The last rep can just exchange the phones for me without conducting any troubleshooting test.

Every employee told me different thing and did different thing. They are very non professional and inconsistent.

They just discourage customer calling them or exchanging the phones within 30 days even though that is T mobile network and technical problem. (They still dont know why it causes this cross talk and blank out problem yet)

Sam

LOS ANGELES, California
U.S.A.

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