5 Replies Latest reply: Nov 2, 2013 3:41 PM by tmo_denise_b RSS

Gold Iphone 5s Complaint

stangxgirlie

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!