I'm not really looking for any advice at this point, just want to vent about what I've been going through, trying to get a phone that I bought outright from T-Mobile unlocked. This is after being assured that it could be done with no problem. (That ship has sailed, and now lies shattered on the reef.)
I guess this is just to warn anyone against buying a phone here, if they've been told that an unlock code will be offered with no hassle.
A little background:
I'm from Canada, but spend anywhere from 3 to 6 months a year in the U.S., and need a phone to use while I'm there. I've used T-Mobile in the past, and been happy with the service. (But never needed to use customer support.) I was away from the U.S. longer than usual, so had lost my number. I wanted a pay as you go plan, as this is what I'd used in the past, and it works well for my situation.
While in the store, I looked at the Galaxy S4. I knew that on pay as you go, I wouldn't get a discount, but decided that if I just swapped out sim cards when travelling between the U.S. and Canada, I could have a pretty nice phone, both sides of the border. I explained my situation, and asked if the phone could be unlocked, and was told there were a couple of simple prerequisites, and there would be no problem. On a plan for a minimum of 40 days, without the account being in arrears, a minimum of $50 in refills, and simply make a request for an unlock code. Sounded simple enough. $743.42 later I walked out of the store with a new Galaxy S4 and a $60/month unlimited plan. A very nice phone and a plan that would work well for me while visiting in the States.
That was on Aug. 21.
I returned to Canada early in November.
Nov. 18th, I called customer service to request an unlock code. 3 months and $180 with the phone and on a plan, well over the 40 days and $50 requirement. You'd think no problem, right? I know I did.
I was told that I met the requirements, was given an unlock request number, and was told that it may take up to 14 days to receive an email with my unlock code. No problem, no rush.
At right around 24 hours from my request, I received an email. Gee, that was fast.
The email read as follows:
T-Mobile Sim Unlock Request
Sim Unlock Reference: *******
IMEI: ***************
Thank you for taking the time to contact T-Mobile. We have received your SIM Unlock Request. Unfortunately, we are unable to process your request at this time. The account must meet the following criteria:
1. Subscriber has been active for 40 days since the device was first used on the line
2. Must have $50.01 or more in accumulative refills since activation
3. Must have device usage within the last 7 days by the mobile number requesting the unlock code
Please submit a new SIM Unlock Request once the subscriber has met the Eligibility criteria.
Thank You,
Customer Service
T-Mobile USA, Inc.
No one had mentioned anything about 7 days, as in point 3. I tried to find something on the web site, but all I could find were the original requirements. No problem. I turned on the phone, made a quick call, roaming charges and all, and should be good to go.
Nov. 21, another call to customer service. Explained situation, and again requested unlock code. Told I met all the requirements, and should have an email with my unlock code within 24-72 hours.
At this point, I was probably too patient, but as I had been told 14 days on my first request, I let the 72 hours pass without contacting customer service.
Dec 14th, contacted customer service, as I'd heard nothing. Told I met all the requirements. Not sure why I'd heard nothing. Passed on to, supervisor. Told I met all requirements. Given new (3rd different) unlock request number. Assured that I would have it within 48 hours.
Received the same email as before. No explanation as to what requirement was not met, but time and dollar value has gone up, and am now using the T-Mobile phone to call them so I know they know it's being used.
Dec. 16th, once again, customer service says I've met all requirements. Another new unlock request number. (The 4th one.) I say I'm not getting off the phone without my unlock code, and am passed on to another supervisor, I believe by now, my third. Told I meet all the requirements, so can't tell me which requirement I haven't met. (Huh?) Can't give me the unlock code over the phone, because that's not the way it works. I say I don't want to have to call again, but she says she can't do anything else, and promises that I will get my unlock code this time. I say I've heard that before, but there's nothing else I can do.
Dec. 17th, a new email, which is the same as the other 2 . 3 requirements, I haven't met one, but which one? I'm over 40 days, I'm over $50, and I've been using my T-Mobile phone to talk to my new best friends at T-Mobile customer service, so I'm at a loss. Apparently, so are they, because I've been told a half dozen times that I meet all the requirements.
Once again, on the phone. It looks like you've met all the requirements...but... finally, some new information...the requirement they say you haven't met is the one to use the phone in the last 7 days. They show the last time I used my phone was Nov. 21, before my 2nd request, when I first saw that they now required that the phone have been active in the last 7 days. (The new, hidden requirement.) I say I'm using the phone right now, talking to you. Besides, the date you're showing is the same day I made the second request. He says that the day I made the second request, they had the wrong IMEI number. (I guess that's why I never heard anything from them, but you'd think they'd contact me.)
On to another supervisor. More new information. Calling them doesn't count as using my phone. Once again, you'd think that on one of the half dozen occasions that I mentioned that I was using the phone, talking to them, someone would have mentioned that didn't count. Oh well, at least now I know what I need to do. She says make a call to another number, she'll file the request, and I'll have my unlock code in 24 hours. I'll believe it when I see it.
Dec. 18th. 24 hours comes and goes. Nothing. Another call. Ask to talk to a supervisor. You can't talk to the same person...EVER. I've now talked to more than a dozen customer services representatives. 10 minutes on hold...and I'm CUT OFF!!! Call back. Ask to talk to a supervisor. More hold. Transferred to what I assume is the Spanish language department. Not a supervisor.
Finally I get someone who says she's the only supervisor available. She rather abruptly informs me that the reason that I keep getting turned down is because I haven't used the phone 7 consecutive days. WHAT???
I explain that not only is there no mention of a 7 day requirement anywhere that I can find until they start sending you denial letters, and even in the letter it states, and I quote..."3. Must have device usage within the last 7 days by the mobile number requesting the unlock code".
She says that means 7 consecutive days. I say not the way it's written, it doesn't. We went back and forth on this point for too long. I'm pretty sure, by the English that I was taught, that "active within the last 7 days" is different than "active the last 7 consecutive days." I ask to talk to someone else, she says there is no one else...and that I won't be receiving an unlock code until I meet all requirements, including the 7 consecutive days.
Unfortunately, at this point, I lost it.
There was something said about B.S. and where I thought her head was. I feel bad about that. While I'd been getting more and more frustrated, up to this point, I'd kept myself under control, and I sincerely apologize for losing it like that, if you happen to read this. (Having said that, I still say you are wrong about the wording of the requirements, and I also believe that there is something wrong about your company's belief that they can change requirements after the fact, without notification. There also seems to be a fair lack of knowledge among employees.)
So, in summary:
A "no problem" unlock policy...let's see...1st request a month ago, 6 phone calls, 4-6 hours on the phone, talked to at least 12 people, told 8-10 times that I met all the requirements...all to unlock a phone that probably shouldn't be locked in the first place when it's purchased outright...and STILL no unlock code.
I didn't plan on leaving T-Mobile, only wanted to use MY phone when I was out of their service area, but at this point, I've given up on ever getting it unlocked by them. Looks like I'll have to attempt it on one of those sites on the internet...and probaly will find a new service provider the next time I'm south of the border.
To quote a T-Mobile advertising catch phrase..."What makes T-Mobile different?"
Apparently NOT customer service!!!