Complain about a product or service

T-Mobile - Defective Phones

Susan of Deerfield Beach, FL February 13, 2006

Susan of Deerfield Beach FL (02/13/06)
I signed up for one year of service with a free phone. The phone just froze up after 3 weeks. I called and they sent me a new part of the phone and I sent my old one back. I had no service for several weeks that I paid for. Then I got a letter stating that "under the terms of the Limited Warranty provided to you, as you agreed when you placed your repair/exchange order with Customer Care, a 100 exchange repair fee will be applied to your T-Mobile Wireless account."

This is not true. I was never told any of this, nor agreed to any of this. When I called, they said they had determined that I had broken the phone which is not true. They would not even consider that I had never dropped or damaged the phone, so I told them to cancel my service and they said they would ruin my credit, or something to that effect. I asked them if it was worth losing a one year customer for a phone that I DID NOT DAMAGE and they would not budge..

Roselyn of Daly City, CA February 7, 2006

Roselyn of Daly City CA (02/07/06)
My phone wasn't working so I took it to a T-Mobile store. They tried changing the battery and sim card, nothing worked. I was told by the person at the store that my phone was covered under a warranty and that all I had to do was send the "damaged" phone back to T-mobile. This was back in November-December. I was going through my bills and was surprised to see a charge of 108.25. Apparently, they found liquid in the "damaged" handset and it was "out of warranty" and there was "nothing they could do."

I asked how liquid could get into my purse and the customer service rep said "well it could be moisture of any kind." I asked her how is that my fault? She said that "liquid damage was not covered in the policy." I hate that I was not warned that this might happen. Is T-mobile so hard up for money that they resort to "liquid damage" that is just about impossible, to recoup money?

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