So how this all began when my phone broke. My lg g4 that I've had for 10 months randomly got stuck in a bootloop on October 4th. I went to the store to see what I can do, since I had no insurance. The person at the store told me my phone was eligible for a warrant exchange of $20. He said the phone should arrive at the store by next week and that I should be notified via text.
The next week comes by, no text has been sent. I go the store just to be sure if it arrived. The person who I talked with before told me that my phone is stuck on backorder, with no estimation date. They told me to call the support number to see what they can do. When I got home, I called support and told them my whole situation. The rep told me that she would speed up the shipment date by putting me on a "priority list". She was nice enough to add $50 of credit on my next bill since I had no phone to use at the time.
Another week comes by and she calls me back. What she says is that I can use a loaner phone to use while I wait for my g4 and that she would credit me on my g4, having less to pay since I was financing. Her supervisor even got on the phone and confirmed that I would be able to go the store and pick up a Galaxy Grand Prime to use as a loaner phone, she even stated that she called the store to have it ready on Wednesday (the call was on a Monday). I was busy until the weekend, so having hope, I go to the store again. When I got there, I asked about the Galaxy, and they said they stopped giving loaner phones a while back, so I was confused. I did some internet research and found out that T-Mobile had stopped doing this over a year ago. Literally, the support reps had lied to me, giving me false hope.
I call support again and asked if there's any estimation date yet. The rep simply says there's no date and that I still have to wait. and apologizes for the misinformation from the other reps about the loaner phone program. I put my sim card in another phone to use in the meantime, its not a good phone to use though, all I could do with it was call, text, and light web browsing. At this point I've became quite frustrated with the fact that I was lied to, and that the only support I got was the $50 credit. After a week or so, I call again to check on the order, and the rep gives me an estimation date, she said that my phone would arrive November 11th and that I would receive a text notification. The 11th comes by, I receive a text that has NOTHING to do with my phone. The text gave me link about blocking third-party charges and ways to prevent fraud, very irrelevant. I call support AGAIN and the rep says I still don't have an estimation date. I have been lied again and been left confused. My experience with T-Mobile has been positive until now, I still owe money on my g4 and can't upgrade yet because my replacement g4 hasn't arrived yet. I have no idea what to do other than to wait, and I refuse to wait more just for my phone. I would want to upgrade since the g4 is prone to its bootloop issue, but I still owe money. I'm really irritated and just want a solution to this whole mess .