magenta1972253

    I have wanted to share my story and express on how dissatisfied I have become with T-mobile warranty exchange. I have been a customer for over 10 years and never had such a bad experience until obtain the Samsung 7. I have went through 4 phones in less than a year and half. The phone crashes, screen blacks out or gets so hot to the touch I can not hold the phone to talk or scroll to look at things on my phone. I have contacted customer service and been transferred to tech support. I was told to restart, delete items off my phone still useless. One of my warranty exchanges were shipped to a store not even open. I have even called the store in assistance for location at least for a loaner no call back no follow up or I get the run around. Then I go to the store to pick up my phone I wait for 40 min on a samsung switch transfer to recieve a phone that was an unlock AT&T phone but I couldnt even use it. I was issued a credit of $20 but that does not compensate for my time I lost and the issue I am having with a device that is hot and not fully funcitionaity for use. I have never returned a damaged phone my phones have always been in good condition. I am tired of getting refurbished phones that don't last longer than 6 months. This process shouldn't be so stressful and annoying. I shouldn't have to keep calling for statuses on a phone or waiting a text for pick or anything, why say wait on a text for delivery for pick and never get one. I just found out the phone was at the store for 2 days and no one has reached out to me. sooooooo not acceptable. why the customer service so terrible I have been a customer for too many years to receive such terrible service. maybe you should take notes from on other providers on how they satisfy their customer and keep them happy. I am very upset...HELP@tmobile

      All replies

      • tmo_mike_c

        Re: Warranty Exchange_terrible experience

        You have every right to be upset magenta1972253  and I'm sad this hasn't gone so well for you. I'm shocked you've gone through so many phones and had the same issues. Did you get a working replacement phone or do you still have a phone that overheats? If it does still have problems, have you tried using the phone without any 3rd party apps to see if it's still too hot? Also, are you using the charger that came with the phone or an aftermarket one? We do wanna help you get this resolved so please keep us posted. Thanks.

        • magenta1972253

          Yes, actually I am using the original charger and cord for the phone. I am only using apps that I have used in the past, I have uninstalled apps and deleted content. I think the issue is I am continuing to receive refurbished phones. This model is the only phone I have so many issues with. And yes this phone still gets hots to the touch. The only way to by pass this is to have bulky phone case on the phone but that is still an inconvenience because i can use my auxiliary cord unless I take the case off. I should be able to use this phone and enjoy all the normal pleasure as I have with any other phone. I can't believe you are going to blame the issue on a charger I do have the original and will be glad to send you the picture if you need proof. If you are able to trace any apps I use you will see I have faithfully use the same ones for years I don't see why now this would be an issue. I am still awaiting for a manager to reach to me for my escalation it has been over a week no response. I called today but was on hold for so long I had to get off the phone I will try again later today but this is VERY UNACCEPTABLE!!!!!!!!!!!!!!!!! tmobile-admintmo_elesatmo_brandyWarranty Exchange_terrible experience

            • tmo_mike_c

              Re: Warranty Exchange_terrible experience

              Thanks for this information. I want you to understand, I'm not trying to blame this on apps or the charger for that matter so I'm sorry for giving you that impression. After going through that many phones, it seems to me like we'd need to look at some other possible causes like what I mentioned. I totally agree that we should have responded back especially after speaking with a manager. I do appreciate you giving us another shot and I do hope you keep us posted on this after you reach out later today.

              • tmo_marissa

                Hi, magenta1972253. We just wanted to check in here -- how is everything going? I know this has been quite a roller coaster... were you able to reach back out to our Care team?

                 

                - Marissa

              • magenta1972253

                tmo_marissa I called in on Sunday for network card failure and no service and ask for a follow up on my complaint follow up still

                no call back

                from a manager. Customer service has been awful in regards to my original complaint its like no one care how I feel or even bothered to at least let me know someone is looking into this. Just that is is notated I want to want to issue compliant. this is AWFUL

                  • tmo_marissa

                    I'm so sorry to read that -- failure to follow-up with a customer is not OK. When we make a promise for a call back, we should be checking with you to schedule a good time window, and then making good on our word. A team with account access should be able to let you know if there were any follow-ups scheduled. It sounds like we checked this out when we spoke with you on Sunday and didn't see anything on the calendar -- is that right? Has your service trouble been resolved?

                    I will definitely forward your feedback about your experience with the warranty program, but we also want to make sure that you're getting assistance with your issue. I know MC mentioned some of the common reasons that devices can overheat, but it sounds like those issues are ruled out in your case. I also know that before we place an exchange order, we walk through all troubleshooting options, complete with a Master Reset, so the troubleshooting we could provide you're likely all too familiar with. In this public user forum, we don't have a secure method to verify your account details, so we're not able to take a look ourselves -- but our T-Force folks through Twitter DM and Facebook Message do, and you'll still have the convenience of working with an online team. Your input, like that of all of our customers, is invaluable to helping us shape the best business possible, so we thank you for taking the time to post here. That said, I do hope you'll give us another shot at working with you directly to come up with a resolution -- can you reach out to them and let us know how it goes?

                     

                    - Marissa

                    • tmo_marissa

                      Hey there! I just wanted to follow up here and see how things were going.

                       

                      - Marissa