I'm a 10+ years T-mobile account holder, with 4 lines/accounts (business) in addition to my personal one.
Let me tell you a story about my experience today, and actually for the past 2.5 weeks, when my phone stopped working properly- You know, the phone i paid full price for.
For the first time ever, I activated the warrant exchange program as my screen stopped working (Screen)- no issues there, I received a replacement (refurbished) phone within 3 days.
Bad part, the refurbished phone was defected! So I had a none working phone, replaced with another none working phone! Here I go again, calling customer care, going through the same process I just went through, placing an order to have another phone sent to me, one that hopefully works properly.
Fast forward 5 days, I received phone- but as i open the box, ITS NOT THE PHONE I HAD! instead of a Samsung, i was sent an LG!
So guess what, aside from being super pissed about all the time and frustration this is costing me, and not having a proper phone, I now have to call Customer care again, to get a correct phone sent to me.
This is where things got ugly, and 100% unacceptable- Customer Care advised me that my phone, the Samsung 7, is OUT OF STOCK apparently. Ok, so how do we continue from there? Customer Care tells me I will need to reach into my pocket and upgrade to a Samsung 9 now, in order for them to send me a working phone! So lets get this straight, I paid full price for a new phone, the phone is defected (not due to any of my wrongdoing), and now I am being asked to purchase a different phone because T-mobile is out of stock on the S7 and cannot send me a replacement one under warranty? Excuse me but that is complete utter nonsense (I wont use other words). This is not how warranty exchange works, and out of GOOD customer service, if you really cant get me the same phone that I purchased, you should provide a free upgrade on your tab, or another solution which is free to me, as I am already paying you for my current phone.
The Customer rep escalated it , and I was advised a supervisor will call me back because they were currently busy with another customer, that was hours ago, i am not holding my breath for a call anytime soon.
So this is how a 10+ years count holder is being treated, buyers beware. I will provide updates of my case n so everyone can see how T-Mobile handles this situation.