So after moving 4 lines from Verizon about 1 month ago, we have had issues with our BYOD phones missing texts, calls etc. I expected a few hiccups as these were Verizon branded phones. It got to the point that I needed to get our phones working so I went in on the BOGO Samsung deal. That was the easy part (other than getting charged a $20 'upgrade support' fee for not upgrading a phone).
I called customer service about ordering a Galaxy S8+ and they again wanted to charge the fee (I was purchasing a new phone to replace my Verizon Note 5). Got over to the retention department and was able to get the 'upgrade support fee' waived along with free shipping. Here is where it gets interesting...I checked the order status and the individual in the retention department placed the order on the wrong line. The order was placed as an upgrade to one of the BOGO devices that I got just 10 days ago (concern here is that the rebate card will be rejected). I called in to see if this could be corrected, but since it was already marked as 'shipping' nothing could be done to stop shipment of this device. I was told that I would have to reject the shipment of the device through UPS, wait for the money to be returned to me (2 - 3 weeks), and then reorder the phone. I was expecting to get this device this week, now I have to wait even longer for this to happen. I am not about to shell out another $200 dollars (down payment and taxes) to get another device while I wait for my refund. I spent the better part of 3+ hours on the phone today trying to get this fixed with no quick resolution. I was offered a bill credit, but that will not help me get the device and refund any sooner.
I am at the point of returning the two Galaxy S8 phones and cancelling our service and moving back to Verizon. I don't want to do this as our service was very expensive, but at least they know how to run a customer service department efficiently and effectively. I never had this level of ineptitude from a customer service department before. If this is how T-Mobile runs customer service, I am afraid what the future holds.
I was a T-Mobile customer prior to moving to Verizon way back when it was VoiceStream for I believe about 15 years. I only left because our phones would not work in our home and at that time, and T-Mobile wanted me to invest over $200 dollars on a cellular hotspot, so Verizon got my business. I left Verizon because of the outrageous fees that were being placed, but it's almost looking better to go back to now.
My trust in T-Mobile has been eroded already, and I have only been a customer for a little more than 30 days.
Anybody have similar experiences or suggestions?