Purchased the gold iphone 5s on September 24th and received the device on October 22nd. I called tmobile to activate the sim card. Upon opening the box and turning the phone on, the pixels on the top left of the screen were dead. I let the customer service rep know this one the phone. After being transfered to about 4 reps, I got on the phone with a rep who insisted that I could NOT take the phone to apple for an exchange and insisted on me returning the phone to tmobile because I was within the return period and waiting for the backorder a replacement phone which was estimated at another 3 weeks. She also suggested that I could always purchase a different color iphone or a different phone all together. All during this time I let the rep know to NOT activate the new sim card because I would be taking it to Apple against what they were telling me to see if I could get the phone replaced. Five minutes into the conversation - iphone sim card is activated. I get the sim card switched back to the old phone and hang up. I went to the Apple store today and instantly the Genuis Bar replaced the phone and sent me on my way. They told me that Tmobile should of not told me to return it and that I could of just brought it to them right away. so FYI anyone being told by tmobile reps to return and not take to Apple DO NOT LISTEN. So anyway. I get home to activate the sim card and I get on the phone with a rep who informs me that the sim card has already been activated so I would have to wait for 72 hours or go to a tmobile store to get a new sim card. Needless to say I am not a happy customer. I ask the rep what they are going to do for me throughout this whole process? The constant answer I received was " I am sorry we can not do anything else for you" - IN my personal opinion this is POOR customer service. It may soon be worth it to switch to another carrier after being a tmobile customer since voicestream.
Moral of the story. DO NOT LISTEN TO TMOBILE WHEN THEY SAY DO NOT GO TO APPLE FOR REPLACEMENT and DO NOT LET TMOBILE ACTIVATE THE SIM CARD!
Call tmo again have them note ur acct that u need a new sim for free to the iphone
Go to store get sim activated
I've done that. Stores closed so I have to wait until tomorrow. Point is they should be able to transfer sims immediately. Not wait 72 hours. When they had to reactive the sim on the other phone they did it right away.
Call again amd ask for a supervisor
If tjey didnitnonce they can donit again u r right
This is definitely not the experience we want you to have! Especially after waiting so long to get your new iPhone! Were you able to get the replacement order taken care of? Has your SIM card been switched back? I have sent you a private message if you need assistance with either of these (or both) with instructions on how to email us.
Hello, it's been over 36 hours since our last comment so we are now marking this post as assumed answered. You can continue to post, and other community users may respond, but if you would like assistance from T-Mobile or T-Force, please create a new discussion.
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