I am at my absolute wits end. I cannot call tmo any more because my blood pressure is rising so much for so many hours I may blow up.
My wife and I moved into a new neighborhood in September, that turned out to be without usable signal. Never mind we had the coverage researched by the sales rep who signed us up a year ago and took me away from 13 years with att. I confronted the rep and she simply said, I'm sorry but cannot do anything.
So we had to buy new phones and at great expense go back to att. Yes, we could use wifi in the house. However, my daughter has no signal at her high school and around the neighborhood which already led to a bad incident that occurred solely because she had no coverage.
I asked tmo to waive the etf, due to the misrepresentation and lack of signal. They simply told me I have coverage, as if I'm a moron, and sent me the etf bill for $615.
We do not have that money in the budget, so we agreed to come back to tmo in order to have the etf's deferred and placed order number 1123761868. Tmo decided the best way to do this was a new order, and on November 1, I paid for the $150 towards our new Galaxy S2's.
After several days waiting for the mailman, I called in and was told: "In my six years with tmobile, I have never seen an order get stuck in que for so many days". And so it went... 9 calls by us averaging 1-2 hours each as they rekeyed the order, ran credit again, one manager after another.
3 times we were told the order was shipped and 4 times that it would be shipped tomorrow. ALL LIES!
I spent 3 hours and 47 minutes on the phone today, being transferred back and forth between sales and customer care. Each time, the manager stayed on until the new rep understood and insisted they could fix the problem now. AFTER THEY JACKED ME AROUND FOR ALMOST 4 HOURS, THEY "DISCONNECTED" AND DID NOT CALL ME BACK!
Three different managers insisted they would waive activation and free overnight shipping...which was really bs because they never intended to send the order anyway.
So, here I sit, boiling. At least 10 hours on the phone with tmo. In all, Eleven reps lied to me. Order never sent. Two weeks, no phones. As I told all the reps today: "You have had two weeks to get this order to my family. You cannot treat people this way and you cannot both charge me an etf AND refuse/fail to honor your etf waiver for comebacks".