T-Mobile Customer Relations 4 Broken Phones + 5 Months of Dropped Calls = $200 Termination Fee! Albuquerque, New Mexico

28th of Sep, 2011 by User280305

I was a TMobile customer for 6 years. In July 2010 I purchased a Samsung Galaxy Vibrant with an extended warranty to replace my 4 year old Blackberry that finally gave out. In February of 2011 the phone started dropping calls and freezing up. Called customer service repeatedly for the next 2 months trying different solutions to solve the problem. They finally left me a message saying it was network problem caused by tornados in my area and the ticket was closed because the problem was fixed. WRONG! Tornados were 5 days earlier, what about the problem for the previous 2 months. Also the tornados were 100 miles away! Called back, opened a new ticket. They finally agreed to send me a replacement phone (i.e. REFURBISHED). Phone arrived, after a few days, the screen would black out and the phone froze. Sent it back, they sent me another Vibrant. This one "screeched" whenever I tried to make a call. Sent me a 3rd phone! Phone would overheat and shut off, drop calls, etc. When I called back they told me they would send me another brand. Wanted to send me an LG Optimus. This phone retails for $160 less than the Vibrant, has a 20% smaller screen and a 40% slower processor. When I told customer service this wasn't acceptable they told me it was a comparable phone (it was a smart phone, only way it compared) and that was my only option, unless I wanted to purchase a different phone! There was no way I was going to spend MORE time and money with T-Mobile! Every time I got a new phone I had to spend time and money downloading apps, setting it up, transferring contacts, putting screen savers on it. I was told I could cancel my account but would have to pay $200 early termination fee which I could ask to have waived. So I went with another carrier, which meant having to buy a phone and wrote to ask to have fee waived. After 2 letters and 2 months they responded by saying the only way they will waive the termination fee is if I reinstate my service with them! Are you kidding me?

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