Until a few months ago I was the biggest evangelist for TMobile. Ask anyone I know. I have probably referred over 500 people to TMobile over the past decade +. I started with this provider in 1997 and continued with them as they morphed from Aerial to Voice Stream and now TMobile. This is why I am now taking this unfair situation so personally. As a rule of thumb, I almost always look the other way and let negative issues rest until they leave my consciousness but this time I simply have to speak out and tell my story.
I purchased a G3 Smart Phone along with a warranty in December 2010 to use for the main phone number for my Professional Organizing Business. I fell in love with my phone and raved to all of my friends. With this new phone I began to text using Swype and my phone was so cool! I loved moving into to the 21st Century: texting, checking emails and taking photos from my cool little phone. My clients also loved the fact that I was finally using text messaging. I have taught several of them to Swype all the while still raving about TMobile. For this I am now sorry.
A few months back I received a notice that I needed to upgrade my phone software and my troubles began. After upgrading (a joke) my phone could not pull up contacts or phone numbers for at least 1-2 minutes each time I tried to find a client to make a call. This made doing business on the run VERY difficult. My contacts kept synching and multiplying like bunny rabbits with so many duplicates that google could no longer merge or synch.
Not being a techie type of person, I thought I did something wrong and lived with this inconvenience for awhile. Eventually I was so shut down trying to make calls that I went into TMobile store to see how this issue could be fixed. No problem, they will ship me a new phone since I am under warranty and, that should be that.
Here I am 3 phones later, 4 trips to TMobile, 6 calls to TMobile and 4 technical assistance repair calls and I still cannot pull contacts to make calls to my clients without waiting for at least one minute each time. So far to date, I have invested at least 12 hours trying to resolve this problem and get back to business at hand.
In addition to 4 personal visits to the TMobile store, I have submitted 4 tickets and spent 6-7 hours working with a technician at HTC, the actual phone manufacturer. Joseph, my HTC technician offers amazing service and we have both tried everything he knows over the course of 4 different days and phone calls to try to get each of the three new phones to perform but to no avail.
So back to the TMobile store again. After 3 trips to the TMobile Store and 5 phone calls later, the TMobile loyalty department (funny huh?) has basically said, screw you and provided 3 unacceptable offers to me. All of their offers either downgrade my phone, make me pay them more money, or have me sign a new 2 year contract. Why would I sign into a new contract when I am completely angry and dissatisfied right now?
The first offer was that I pay them $100 to upgrade my phone to a G4 AND sign into a new 2 year contract.
The second option is that they swap phones and give me a different model for free that does not have a touch screen or swype (which I use for texting. I do not want to, or have ever used a keyboard to send texts) which basically downgrades the phone that I paid over $460 for last year! By the way, this is the most expensive phone I have ever purchased. I am still paying for my Smart Phone so I would just have to cut my losses on that part of the deal, so sorry!
The third option is to get one of two other phones for free, providing that I sign into a new two year contract! Again, why would I do that? The very sad truth is that until a few months ago, I would not have even hesitated to sign a new contract. After being a customer for over 14 years, I have signed at least 7 contracts that I remember and it would have been non-issue because they had created that much trust with me.
So the big question is – how can I proceed ahead? I cannot do business on the phone I paid big money for and the only option is the cough up more money, void the money I have already spent on a phone that doesn’t work and a warranty that is a joke?! At this point, my only option is to look for another provider and begin again. Does anyone have a service provider that they can recommend? Please mail me and let me know.
My husband has a G4 with TMobile and has never encountered any problems with it to date. TMobile needs to do the right thing. They need to swap out my broken phone with a new G4 without requiring me to pay them more money or sign into a new contract. This is what is fair and equitable. I have been a loyal customer for over a decade, never asked for anything above and beyond, sent them tons of new clients and always paid my bills.
Do they want to keep me now or choose to lose a loyal 14 year client forever?
Their choice. . .
