I am on my 3rd warranty device, it is experiencing bad software not communicating to hardware, which was the last 2 device issues that caused the 2 previous warranty exchange. I'm so frustrated with Customer Service Agents using their soft skills, such as sympathy. If you had sympathy and related to me, your agents would be going above and beyond. I expect a different device because the device I have is an LG G4, with 3 exchanges through warranty isn't resolving the issue. Customer service reps have advised me to contact LG, that is frustrating due to the fact that T-moblie should stand by their products since they sell them. They are saying that they're great products by selling them, however telling me to contact LG is pushing me off to the manufacture. If the device was non-defective the 1st warranty exchange.2nd warranty, or even the 3rd warranty exchange i'm sure I wouldn't be posting this. I am frustrated that I am having to posting this, which yes is my choice, but I will not settle for poor customer service. Another reason i'm posting is because I have reached out several times in a resolution to work with Tmobile to get my device software resolved. The other option T-mobile offers me is the Jump Leasing program, which would have an 18 month term of 30ish dollars added to my bill monthly. Why would a person get into another contract for a different device, that they have to pay for, when Tmobile isn't providing me with working device no fault of my own. when speaking with the rep the 2nd warranty exchange, she stated that I have less than $20 bucks on my lease, so I had removed the phone insurance, and as speaking with the recent agent, she said I didn't qualify for that JUMP program because I had removed the insurance, why wasn't I provided the effects of removing the insurance when I made that choice, if the rep that I spoke with when removing the phone insurance would have told me about losing the eligibility on the other JUMP program, I would have made a difference choice, being so close to the end of the leasing program. I don't feel like I was given all the important information to make an informed decision.
Then the last agent I spoke with told me she'd offer me the $5 fee that is charged for the device exchange for a warranty claim (i've paid this 3x's already) when I asked how would I get the device sent directly to me since the previous times the device gets sent to the store and she state's that its the same process, and that they would credit me the $5 fee to my bill. I have to take time out of my day to get a device reset back up, and make sure the info is backed up prior to processing the exchange, I'm thinking about text messages and data that is non-transferable that is gone each time i've done an exchange, that's 3'x. I expect better customer service to understand what i've been through, and giving me an option that i've paid 3xs for, but waiving the fee, is unacceptable when the warranty exchanges are to no fault of my own. I've even read the warranty sheet that comes with the warranty replacement devices states they have 60 days yet when you speak with a Tmobile rep, you have to pay more money for the cost of doing another exchange. Community