Worst service experience ever with T-Mobile

Let me get this out first:

If you are thinking about buying a phone from T-Mobile (Wikipedia: T-Mobile), think again. My experience with their repair service over the past month has completely turned me around from a loyal to a dissatisfied customer and I can only recommend to you to switch to the competition – at least for the phone part.

Having said that, I am still very happy with their phone services and prepaid plan options.

I’ll spare you the details (although I have enough documentation handy to present this extensively) – here are the highlights:

  1. My (prepaid) LG Optimus T phone (which I was actually very happy with) went dead one day while on the road. I called T-Mobile and was promised a replacement handset. So far so good.
  2. As it turns out, the first service rep inaccurately told me that I would have to send the phone in to T-Mobile AFTER I received my replacement phone (this was even followed by a confirmation email from T-Mobile). This would have been good service but as the next rep told me, was completely opposite of their requirements and was therefore bad information. I wasn’t even told an address at first where I should send the phone.
  3. The address to which I finally sent the phone has the amazing line “Door 3” in it (it’s in Ft. Worth, TX). This would be okay for a startup, NOT for a big company like T-Mobile.
  4. But that’s not even the worst part. It got better: T-Mobile had no way of tracking my phone’s whereabouts at that address beyond my FedEx tracking number (that confirms it was delivered, by the way). I was told that this was a “warehouse” yet every warehouse I know has inventory tracking. In case you’re curious, it’s here.
  5. I was told at first that I should expect 7-10 days for the shipment. On the 11th day, I was told that it would be 14 days and now it has been roughly 1.5 months since my phone broke and I still don’t have it back.
  6. To cap it all off: This morning I spent 2 hrs on the phone and in chat with T-Mobile during which time they promised me that I could talk to a manager yet they hung up on me three times. Inadvertently or not, it was getting so bad that I was wondering whether I was actually getting to a service manager at all. I finally talked to someone claiming to be a service manager – Marc V. – and he promised me that he would file a ticket tracking my phone down (saying that this is “all he could do for me”).
  7. To add insult to injury, I was offered by the manager a measly $25 for my hassles. However, I would only get this after my phone had been found and only after I requested it myself then. How much time does T-Mobile think I have available for this?

As it stands right now, my broken phone is somewhere in T-Mobile’s warehouse – or not. Either way, my property for which I have paid money hasn’t been returned to me and/or repaired.

Here’s my recommendation for you if you are using T-Mobile prepaid: Don’t even count on any repairs or repair-related services. Either switch to a competing carrier or write the price of the phone off and get a new one.

P.S. I just noticed that the ad that shows up on the right of this post will likely be for T-Mobile. DON’T CLICK IT! I don’t want that kind of money… oh, wait, just saw a “Switch to Sprint” ad (Google Adsense apparently has humor)

P.P.S. The replacement phone finally arrived on 8/15! Final surprise: the back cover is missing! I think I’ll just get a case and ignore T-Mobiles service on this one…

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