I have been a t mobile customer for almost 20 years. this company was always great, always willing to work out problems and take the time to contact me with new promotions or help me when my phone broke and I needed an upgrade. apparently that level of customer care has been lost to the company. I recently had my Samsung 8 break on me, I woke up one morning and the screen would no longer turn on. now this has happened to me before with other phones so I didn't stress to much, I had confidence t mobile would help me fix the issue and also I had been faithfully paying for insurance and jumpp for years. little did I know what I was in for. I went to the local store and was immediately told that my phone was likely done for and pressured to buy a new phone. I asked if there were any promotions and was told only if I had a working phone to turn in, otherwise it was over 1000 for a comparable phone. I explained that I had the insurance and would like my phone repaired. I was told that they did not do the repairs at that store, but would schedule me to be seen later at another location further away. When I got to the other location they looked at it for 5 minutes and immediately said they couldn't fix it and would mail it off for a replacement. they also told me they had no capability to recover data from my phone. this seemed strange to me as thus had never been a problem in the past, they had always been able to hook it up to the computer and take data off the hard drive. also this process was paperwork that could have easily been done at the first store without making me drive all over. they recommended I take the phone to an outside source and pay to have my data recovered, offering no solution in house! also if I wanted to get the replacement I had to pay 100 and send the old phone back. this would mean giving up all of my important data which defeats the purpose. if i didnt send the phone back, they would charge me the value of the phone WHEN I FIRST BOUGHT IT, which was over $1000! a samsung 8 is NOT worth that much now! also all of the information to verify my account was on my phone and it literally took hours to explain to the person on support why I couldn't verify via text that it was me talking. they wanted to take my credit card number through the phone, which is a huge security no no. I explained that none of the solutions were acceptable as if I wanted to retrieve my data I needed to have my phone to give to the outside company (who by the way wants over 1000$ to retrieve my data!) Calling customer support is a complete waste of time, you are lucky if the person who picks up even speaks English because they seem to have outsourced all of the support to India (guess they are to cheap to pay American wages). At this point I had to go buy a phone from an outside source and use a friend's phone as I wait for this phone to come in, then switch everything over manually. I have had it and get online to ask them how to discontinue my service. the online support person begs me not to leave and swears that they can make it better if I just explain it to them. They kept me in this chat for literally 7 HOURS. 7 hours of going in circles and flowery lies about how they care about their customers and their time (obviously not). they once again go through all of the old offers already discussed, ignoring my previous statements of why they were not acceptable. After hours I end up on the line with a "manager". I had to cancel my plans for the night because they gave me false hope they would actually do something for me. at 8pm I finally get frustrated and say look, I have an idea. the company previously caused me a problem by selling me a pair of smart watches which they falsely represented to me saying that I could write texts and play music from the watch (you can use it to play music from the phone but it doesn't play music, the texts never worked right no matter what and getting through to support is a nightmare). I still owed 300 on the watches and was stuck in a contract until they are paid off to pay for the data lines. I say to them if they will wipe that debt I will call it even, even though this isn't NEARLY the amount the company has cost me so far. the manager offered me a $50 consolidation... After going back and forth several times he agrees to take the matter to his higher ups, saying that he didn't think it was reasonable, then get back to me Friday on the chat. He tells me they are incapable of sending an email (a technology company can't send an email? great I have to sit in chat again...) Friday comes and goes with no word. Saturday morning I get on chat and literally go through it again. the same fake flowery words with nothing behind them. I am transferred to 3 people because the first two were to chicken to tell me the decision (they knew it was wrong) . after an hour the original manager finally gets on. he tries to tell me that we were supposed to chat Saturday not Friday, as if I wouldn't read more
