Let me summarize.
I Was stationed at Hill AFB, UT and moving to Sigonella, Sicily. Went to my local T-Mobile office in Layton to inquire about 2 x iPhone Xs, after my house sold. Wanted to buy a couple unlocked phones to use in Sicily for my wife and I. Instead, got sold on a pitch from the T-Mobile office that I should be buying a package deal of 2 x Samsung Note 8s with military calling plan and international business. Walked out after paying $1,021.57 This amount included the "recommended" ZAGG tempered glass protectors and Naked Tough cases, plus 2 x SIM cards with USA numbers, etc...
Since I already had service throughout the month from Family Mobile, my plan was to save the new phones until I got to Sicily. I did check the phones out on the drive to Seattle to drop-off my vehicle for shipping to Sicily, briefly, and it seemed the phones were great. However, started using the phones, after I arrived in Sicily and quickly realized there were problems, starting with connectivity which is .21 Mbps download and .03 Mbps upload. Then, my phone started getting random pixelated rectangles all over the screen, eventually turning the who display to snow and freezing up, over and over. What's a guy to do then?
I called T-Mobile, several times and did the chat thing, innumerable times. It sickens me that T-Mobile doesn't have a better support system in-place for people needing help that are overseas, but I had to work with what I had. Anyway, T-Mobile troubleshooting technicians said my phone needs replacement. It was just 33 days old then. What they didn't do at any time, including the online chat / help, is tell me how to get a replacement, being as I was in Sicily and didn't have anyone in the lower 48 (I am from Alaska) to bring the phone in a store. Well, I just found out today. Even though USPS considers APO / FPO addresses domestic mail, T-Mobile does not. They said they would normally give me a return label. I couldn't get one because I am in Sicily though, which is odd because USPS takes care of all mail from NY to wherever the packages go. The military does the rest.
So, here I am with a phone that needs a replacement, due to no fault of my own. I have a service that doesn't work as well as the old dial-up from over 20 years ago and it clearly wasn't designed for this. T-Mobile won't accept my return via mail and now I am getting messages from T-Mobile about data roaming. The whole ordeal is aggravating and I just want it finished. Since I already paid for the first phone, I wanted to just return the second one, forget about the package and then cancel all phone services, as they don't work anyway. I am told that isn't going to happen. I can only request a replacement phone.
Oh, and T-Mobile is sending me messages stating that I am violation of the terms of usage because of my data roaming. The service is already so slow, I don't have access to Wi-Fi, but have the T-Mobile ONE Military Business and ONE Plus International @ Work. Those should be good right??? That's what T-Mobile pitched to me and the service is garbage and now I am in violation of some user agreement and I live in Sicily and will for the next 3 years.
As a military man, I am very upset. T-Mobile has dropped the ball on the people who have their phones and services, overseas. They make communication impossible and don't do anything to really help solve the issues that need solving. In fact, even though it isn't all done yet, I am sure that I am going to get screwed over more, later. My plan is to send the phone to a former colleague, have him get the replacement for me and send it back, payoff the remaining full-price of the second phone and forget the 2 for 1 deal, then cancel my T-Mobile services, altogether. I can get 50 gigs a month with 1,000 minutes of calls through Vodafone for 15 Euro. That's about $35 for my wife and I and we will have fast connections. Keep in mind that my first payment to T-Mobile was $160 for the month for the package that I cited, which they say I violated, somehow.
T-Mobile, I hope you are reading this and you contact me. I don't appreciate the lack-of effort to make things right, military or not. You should always be doing the right thing by your customers.
For the record, I could have and should have just outright purchased 2 unlocked iPhone Xs, which is what I wanted, then got service over here. Not sure how I got coerced into getting a plan that doesn't work or make any sense at all.