I switched to T-Mobile from my previous carrier thinking I'd get better service and value. I was excited at first, but that excitement quickly turned into regret.
After switching, I started having serious connectivity issues--dropped calls, poor signal, and no service in key areas. I called T-Mobile support and a technician confirmed that the problem was due to the lack of T-Mobile towers in my area. In other words, they sold me a service that they knew wouldn't work well where I live.
I asked how much it would cost to leave T-Mobile, and I was told I'd have to pay $2,400 to unlock my phones because I would lose the promotions I received when I signed up. Basically, I was told I'd be stuck unless I paid thousands of dollars, even though the poor service wasn't my fault.
I then spoke to a supervisor who admitted that the issue wasn't my fault and promised to request that I be allowed to keep my phone promotions so I could switch providers. She gave me a date she'd call me back. I gave her 3 extra days and never heard a word. I called back--three more times--each time talking to a new supervisor who made the same promises, and each one lied and never called me back.
Eventually, I reached a manager who said he'd listen to the recorded call with the first supervisor. He confirmed what she promised and told me he would honor it. He said he'd start the process to unlock my phones while keeping the promotional pricing, and that he would note everything in the system so it would be clear to other reps. I was hopeful--finally, someone seemed to care.
But it was another lie.
When I tried to switch to a new carrier, they told me my phones were still locked. I called T-Mobile again and was told by a supervisor that he couldn't do anything until he also listened to the conversation with the previous manager. I asked to speak to a manager and was refused. I was told a manager would "just say the same thing."
That's five broken promises now--four supervisors and a manager, all telling me they'd help, all doing absolutely nothing.
Then I was told for the first time that I'd need to write to T-Mobile's corporate office by letter. That's nearly a month into this nightmare, and only now I'm being told that? I asked for the names and employee numbers of everyone I'd spoken to, and was told that info would be emailed to me within 24 hours.
Of course, that email never came.
The customer service at T-Mobile has been nothing short of horrendous. I have never experienced anything like this with any other company. I was sold a service that doesn't work, promised help over and over, and now I'm stuck with locked phones and an outrageous fee just to escape.
If you're considering switching to T-Mobile, don't do it unless you're absolutely sure you have strong service in your area. And even then, be warned--their customer support is dishonest, disorganized, and completely unreliable. read more
