Complaint Review: T MOBILE - ONTARIO California

T MOBILE HAD TOWERS REMOVED IN ONTARIO CALIFORNIA AND DID NOT ADVISE THERE CUSTOMERS OF THE 4 TO 6 WEEK OUTAGE, STILL WANTS TO BILL PEOPLE: PLEASE READ THE LIVE CHAT BELOW: CHAT OCT 28, 2010
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^Toshua W: Hi THOMAS , welcome to T-Mobile live Chat. Im ^Toshua and I will be happy to assist you. Please give me a moment to review your question.
THOMAS : this is my 4th complaint
^Toshua W: How are you doing Thomas?
THOMAS : WOULD BE BETTER IF I COULD USE MY PHONE
THOMAS : WHATS GOING ON IN ONTARIO CALIFORNIA NOW?
^Toshua W: I'm sorry about your services not working.
^Toshua W: I will be happy to assist you.
^Toshua W: Do you have your phone with you right now?
THOMAS : I HAVE SHUT IT OFF AND ON, ITS NOT ME ITS T MOBILE
THOMAS : YES
^Toshua W: Thank you.
^Toshua W: Right now I am looking at your area to see if there is an outage.
THOMAS : SINCE WHEN?
THOMAS : yes there is a outage!
^Toshua W: That is correct, there is an outage in your area.
THOMAS : when did it begin?
^Toshua W: It began a couple of days ago.
^Toshua W: However, I would like to troubleshoot to see if we can resolve it.
^Toshua W: Would you like to proceed?
THOMAS : no more than that, come on now.
THOMAS : yes what is the problem
^Toshua W: It just says customers are not able to make voice calls.
^Toshua W: Can you please remove your battery, and let me know when you have it removed please?
THOMAS : correct, what happened. is a tower down?
THOMAS : its removed
THOMAS : ive done this 4 times with people
^Toshua W: Yes, the tower is down.
^Toshua W: May I have the IMEI number please?
THOMAS : when did the tower go down?
^Toshua W: The 26th of this month.
^Toshua W: May I have the IMEI number please?
THOMAS : no way. its been since last saturday. when will it be back up?
THOMAS : i cant read the imei number
THOMAS: when will the tower be up and working
^Toshua W: Right now we do not have a status.
^Toshua W: The engineers are aware of the situation and they are working on the resolution.
THOMAS : so you have no idea when i will be able to us my phone?
^Toshua W: Can you please remove your sim card?
THOMAS : what are you going to do about the bad service?
^Toshua W: Thomas, I am willing to help you.
THOMAS : i want to know when you think the tower will be fixed
^Toshua W: I would like to try and troubleshoot your device to even see if you are dealing with the outage.
^Toshua W: Would you like to proceed with the troubleshooting?
THOMAS ii have done all of this, its not the phone.
^Toshua W: Do you have another phone you can test your sim card in?
THOMAS : i have complained 4 times and took out the battery, the sim card, all of it, its not the phone its t mobile tower
THOMAS : i need to know what you intend to do about the tower down and compensation for not having a phione?
THOMAS : if i drive a mile away blocks, i can use the phone so its not the phone
THOMAS : i have to have a eta on the repair of the tower. i use this phone for business and cant have it down another day.
^Toshua W: Oh, so you have no service when you are home, but when you drive away, you have service, correct?
THOMAS : if i drive out of the area, about a mile i get spotty service sometimes, but really none. when will the tower be fixed
THOMAS : the calls all drop after trying to yell at the other person on the other end.
^Toshua W: Right now, we do not have a status when the towers will be fixed.
^Toshua W: This is out of our hands now, it is up to the engineers to fix the towers.
THOMAS : so you have no idea when i will have service? thats unacceptable
THOMAS : its not out of your hands
^Toshua W: I see that they have put in a service request for you, I am going to read over the status to see if the engineers said anything.
^Toshua W: Bear with me please.
THOMAS : what day was the request made?
^Toshua W: The request was placed on the 25th.
^Toshua W: Alright, this is the status for your service request: site IE04935A near this area is taking down by city of Chino, temporary site for replacement will be on air within 4-6 weeks.
THOMAS : i thought you said the outage was on the 26th? it was on saturday last week.
THOMAS: 4 to 6 weeks? what?
THOMAS : so no calls for 4 6 weeks?
^Toshua W: I do regret that this is happening to you.
^Toshua W: However, the engineers are working on the situation for you as we speak.
THOMAS : i cant wait 4 to 6 weeks, you understand that right? and you cant expect me to wait right?
^Toshua W: I understand Thomas, I really do wish it was working right now for you.
THOMAS : i unsderstand that but you are telling me I will not have a phone for 4 to 6 weeks right?
^Toshua W: That is what the engineers are telling you.
^Toshua W: I do apologize for the wait.
THOMAS : ok, so if i cancel service am i going to be charged for early termination?
^Toshua W: I am not for sure how they would handle this situation.
^Toshua W: We would hate to lose your service.
THOMAS : why do you not know? you are t mobile right?
THOMAS : if i buy a service and you are not performing to your end of the contract, you are breaching the contract right?
^Toshua W: I am technical support, I am sorry to hear that you are not satisfied with your service. Requests for cancellation must be processed over the phone to ensure that your concerns are fully addressed. We value your business and have Customer Care Representatives available to discuss your T-Mobile account. Simply Dial 1-800-937-8997 or 611 from your T-Mobile handset.
THOMAS : how the hell can i call with no service???
THOMAS: i cant call, i need you to help me. i have no phone
^Toshua W: If you do decide to cancel, it will be $200.00 per line on the account.
^Toshua W: I am willing to help you.
THOMAS : how can u charge to cancel a service you cant provide?
^Toshua W: Again, I am not for sure if they will charge you.
^Toshua W: It all depends on your situation.
^Toshua W: I was just giving you the price of cancellation that you requested for.
THOMAS : well i need to know now what to do?
THOMAS : i cant guess and i cant call you
THOMAS : why did the city of chino take down the tower?
^Toshua W: I am not for sure, it can be anything.
^Toshua W: It does not tell us what causes this.
THOMAS : so what do i do now?
^Toshua W: Have you tested your sim card in another phone already?
THOMAS : listen, its not the phone, its the tower. so how do you help me with service in my area without a tower? is service possible without a cell tower?
^Toshua W: I understand.
^Toshua W: I wish the towers were working right now so you can have service.
THOMAS : so without the tower up and working i wont have service right?
^Toshua W: However we have to wait for the engineers to fix the towers in your area.
THOMAS : 4 to 6 weeks
THOMAS : did t mobile sell the tower or was there a problem with the tower?
^Toshua W: Unfortunately we do not have the information about why the tower is down or what is causing the issue.
THOMAS : you said the city of chino took down the tower?
THOMAS : site IE04935A near this area is taking down by city of Chino, temporary site. Is the tower being moved to a temporary site?
^Toshua W: We are not for sure what is going on, we do not have the status.
^Toshua W: They do not go in detail with us.
THOMAS : im going to call the city of chino tomorrow and see what happened with the tower. I need to know what are you going to do for me?
^Toshua W: May I have 2-3 minutes please?
THOMAS : yes im reading something i found about this on the internet
^Toshua W: Sure.
^Toshua W: Thank you for holding.
^Toshua W: I suggest you should wait until the outage is over, once it is over we can compensate for the days you had not had service.
THOMAS: hahah, ok you want me to have no phone for 4 to 6 weeks?
THOMAS : so what do i do for a phone?
THOMAS : so what do i do for a phone?
^Toshua W: Unfortunately we do not have any other offers we can do. We will definitely compensate for the days you have not been able to have service.
THOMAS : T mobile knew the tower was being taken down in June and Sept 2010. im reading the court and city documents now. why was i not told about it?
THOMAS : press release 9-9-2010
THOMAS : i do not want to be charged for termination and i want credit for my last bill of 140.00 right now.
^Toshua W: I do apologize, however I am not able to give you this credit.
THOMAS : why not?
^Toshua W: We can credit for the services you have missed, however, I will not be able to credit the last bill.
THOMAS : how about from last saturday till today?
THOMAS : if you look at my bill you can see calls drop and cant be made, i tried and tried and tried to call people
^Toshua W: Let me see, may I have 3 minutes please?
THOMAS : Court Case, local newspapers and sent letters to residents
along the TRTP route that indicate they are moving forward starting September 15th with
removal of existing towers and construction of new poles / towers on their rights-of-way in
Chino and in Los Angeles County adjacent to the segment through Chino Hills.
THOMAS : you guys knew about it and failed to tell your customers
THOMAS : Tehachapi Renewable Transmission Project
THOMAS : im waiting
^Toshua W: Thank you for holding.
^Toshua W: I am still seeing what we can do, may I have another 3 minutes please?
THOMAS : yes im reading the court documents
^Toshua W: Thank you for holding.
^Toshua W: I do apologize for the wait, however, we can only credit your account when the situation is resolved.
THOMAS : T Mobile knew about the tower being removed May 2010
THOMAS : why were customers not notified?
^Toshua W: I do apologize, I am not able to tell you why the customers are not notified.
THOMAS : are you suppose to tell customers if they are going to loose service?
^Toshua W: Unfortunately due to many things that may cause service to be impaired we would not be able to contact our customers.
^Toshua W: However when the engineers have discovered or with the help of you all we are then able to give more information regarding the service issues or what maybe causing the outage.
THOMAS : but you had knowledge back in may 2010 and a court date sept 27, 2010,
THOMAS : the outage was not CAUSED the tower was removed and you knew it was being removed
^Toshua W: I do understand the frustration this is causing, however we do not have access to that information.
THOMAS : yes you do, its public record
^Toshua W: We are only able to access information given to us by engineers when the issue occurs.
THOMAS : well all I can say is this. T mobile knew there was going to be a tower taken down and never told there custmers, just let it happen. What if people lost business because of that?
THOMAS : so know T mobile is aware and should publish this in the local paper over the weekend
THOMAS : people have the right to be informed about a service thay will not be receiving
^Toshua W: I do regret that this has happened.
THOMAS : what are you going to do about people with no service and informing them of the truth?
^Toshua W: They will be compensated as well.
THOMAS : when are you going to publish something about what happened, not wait for them to try to call you about it
^Toshua W: We as technical support, we have no control of this.
THOMAS : well I as a consumer do. Im going to rally 30-40 people together and print out these court documents and reports I found, stand infront of every t mobile store in the mall and in our area and hand them out. Im also going to post them on the internet and the local paper so people are informed. Im also calling the PUC im sure they would be interested to know T mobile is not being truthfull to customers and wants money to cancel for something they knew was going to happen
^Toshua W: I understand.
THOMAS : i think this could be a crime
^Toshua W: You can call and see if they will make you pay a cancellation fee, again, I am not for sure if they will make you pay.
^Toshua W: I do regret that this is happening.
THOMAS : CALL...ok how do i call
THOMAS : i want a refund for the new phine i bought last month as well, i cant use it now
^Toshua W: I do apologize, I am not able to refund for the new phone you have purchased.
THOMAS : how do i get a refund for the phone i cant use without t mobile service?
THOMAS : i cant use it?
THOMAS : why cant i get a refund on a oproduct you cant provide service to?
^Toshua W: I understand, do you have a friend that has a landline that you can use?
THOMAS : why?
THOMAS : you sold me a product that can not get service, so how can you not give me a refund?
^Toshua W: I am not able to give you a refund, I do apologize for this.
THOMAS : why not?
^Toshua W: You are over buyers remorse.
THOMAS : buyers remorse? I dont ahve buyers remorse, you cant make the phone work
THOMAS : you sold me a phone and knew i was not going to be able to use the phone after the towers were down
THOMAS : has T mobile notified all of the stores in the area to tell people if they buy a phone or sign up for service that wont be able to use the phone for 4 - 6weeks if they live in the area?
THOMAS : do you understand if you dont and take money that may be fruad?
THOMAS : selling a product that cant be delivered
THOMAS : something is not right here. I am a educated man and will get to the bottom of this, i promise you.
THOMAS : hello
^Toshua W: Yes I am here.
^Toshua W: Bear with me please, may I have 2-3 minutes please?
THOMAS : k
^Toshua W: Thank you for holding.
^Toshua W: Are you using the HD2?
THOMAS : right now im not using anything, there is no tower>
THOMAS : yes thats the phone i bought
THOMAS : and you know how much i paid for it,, you have the record
^Toshua W: I do apologize, however we are not going to be able to refund.
THOMAS : why not
THOMAS : so t mobile sold me a product that was obsolete
THOMAS : where in the contract does it say i will not be able to use the phone for 4 -6 weeks after the purchase of the phone?
THOMAS : why was I not notified of the PLANNED outage of the tower being taken down?
THOMAS : you knew it was being removed Sept 27th
THOMAS : and you knew it in may 2010 before i bought the phone
^Toshua W: Okay.
THOMAS : just ok
THOMAS : what does ok mean
^Toshua W: I do apologize that this is happening to you.
^Toshua W: However, we do not have access to this information.
^Toshua W: I wish you was being informed about this.
THOMAS : yes u do
THOMAS : who is in charge at t mobile
^Toshua W: The man that is in charge is Robert Dotson.
THOMAS : put him onlinde
THOMAS : online
^Toshua W: I do apologize, but Robert Dotson is not in this site, the way to get in contact with him is by e-mail or fax, here is the address and number.
^Toshua W: E-mail [email protected] Fax: 813-351-4100
THOMAS : what is his title?
^Toshua W: He is the CEO.
THOMAS : ok I will email him this conversation and the documents I have and see happens.
^Toshua W: Okay.
THOMAS : is T mobile going to tell people in the area they are not going to have cell service if they buy new servive
^Toshua W: We sure will.
^Toshua W: We make sure our customers have service in there area by going to www.tmobile.com.
THOMAS : ok i will make sure this weekend and go to the store as a new customer, lets see if I am told.
^Toshua W: We look at the area to make sure they do have coverage.
THOMAS : no, it says you have service in that area, and thats not true
^Toshua W: I do apologize, I wish it was working in your area.
THOMAS : SO YOU ARE NOT GOING TO TELL PEOPLE THE TRUTH, YOU MUST TELL PEOPLE .