I purchased two Galaxy S II phones (one for myself and one for my 19 year old brother) from T-Mobile and signed a new two year agreement in October 2011. We paid full retail price for the phones, putting a large chunk of money down and agreeing to pay an interest free monthly fee until the devices were paid off (20 months). While the sales person was friendly, his need to pressure us to buy the phones was apparent. Being in sales myself, I understand this pressure so wasn't entirely turned off by it as I have a real understanding for an employee wanting to produce numbers as a sales person, especially in a down economy. That understanding came to a screeching halt when he suggested that even though the phones were expesive (almost $600 each)
we could easily recover that money by participating in up to two insurance scams per calendar year where we could simply call T-Mobile, tell them our phones were lost or stolen, pay $130 deductible and they would send us a brand new phone. We could then sell the phone that really was in fact not lost or stolen and make a profit. He went on to say that we should be "smart about it" and remove the sim cards for 24 hours and then report it and that he and his girlfriend both do this on a regular basis to make a little extra cash on the side. I think the look of shock on my face was apparent and I simply explained I believed in good karma and that wouldn't be neccessary. Although I must candidly admit, I saw the wheels inside my young brother's head turning. You just offered a 18 (at the time) year old kid a very appealing idea to almost effortlessly make an extra couple hundred dollars in his pocket. I shot him a "don't even think about it" look. These phones were both going under my name and we would NOT be a part of any such insurance scam.
From the very beginning I had issues with the phone, screen flickering, randomly powering down, freezing when attempting to dial out, etc. Having just made the transition from Iphone to Android, and not knowing much about smart phones (I was a blackberry curve user for years), I assumed this was just how the phone functioned and overlooked these small annoyances.
Last October (2012), my phone started shutting down and would not power back on. When I would press the power button, it would make a buzzing/vibration noise and vibrate repeatedly. It would turn on, attempt to power up then shut down again and begin buzzing/vibrating. Frustrated, I took my phone back into the T-Mobile store where I purchased it from. Right when I walked in I was greeted by a sales person and asked what he could do for me. When I explained the issues I was having with the phone, I was asked to wait off to the side of the store and someone would "be right with me". After 15-20 minutes of standing there watching this same sales person (as well as others) help customers who walked in AFTER me, I approached one of them again and asked for assitance. Apparently, if you aren't in the store to buy a phone or sign up for new service, you are not worthy of immediate assistance regardless of whether or not you are a loyal customer on the edge of a nervous break down because this smart phone has taken over your life and somehow, you feel like you're missing an arm without it. In their defense, it was busy in the store when I went in, but it simply does not excuse the fact that I had to wait to be assisted just because I wasn't in there to start new service. Truth be told, I was prepared to buy a new phone that day as I wasn't even aware of the fact that my phone had a warranty on it. I assumed they were going to tell me that I had to pay the $130 insurance deductible or buy a new phone entirely. When I was finally assisted, the sales rep simply looked at my phone, attempted to turn it on, plugged it into his power source behind the counter and then stated "yep, it's defective, we'll need to order you a new one". Dissapointed I asked how much I would have to pay for that and his reply was "you don't pay for it, it's under warranty through the manufacturer" in a tone that indicated I was below him on the smart phone intelligence scale. Touche. He looked up my account, punched some buttons and told me it would be overnighted to me in 24 hours. I asked if there was anyway he could give me a phone that was already in the store becuase I simply couldn't be without a phone for two days and he told me that T-Mobile doesn't allow them to do that becuase they send out refurbished phones to replace defective ones. 
Over the next two days, while waiting semi-patiently for my phone, I managed to sparingly use my phone. It continued to power on, then off again. Work for a few hours, then completly stop. It was clear the end was near - very near. I called my neighbor and asked her to keep a lookout for the package becuase T-Mobile customer service had informed me that if I was not home at the time of the delivery, they would leave it on my doorstep(why would anyone leave a phone of such high value on the doorstep of an apartment complex?). My neighbor called me at work once they saw a package delivered to my house. I asked her to open it and make sure it was in fact my phone as I had also ordered books that I was expecting to be delivered. Sure enough, it was my phone and she kindly offered to drop it off to me at work so I could get back in the smart phone game. Sweet relief.
Fast forward three months to yesterday while I'm sitting at my desk at work. My "new" phone was plugged into the charger. I had a client in my office but noticed out of the corner of my eye that my phone's screen was flashing on and off. Distracted by this I removed the phone from the charger and the flashing stopped. Once my client left my office I again plugged the phone back into the charger and it did nothing. I unplugged it and plugged it back in, checked my power source, etc. Nothing. All of a sudden it started charging. Except, as I watched, the battery life was actually DECREASING. How is this possible? The screen continued to flash on and off until I left work yesterday. I was convinced it was the charger that I use at work as this charger is an off brand generic charge and normally doesn't charge as fast as my home charger, the actual Samsung one that came with my phone. Once I got home, I plugged my phone into the charger -nothing. WHAT! I unplugged and plugged it back in, it made the charger connection noise and began charging. Except, after 10 minutes, it had only gained 1% battery life and was SCORCHING hot when I picked it up. Honestly, I have never felt a phone that hot in my life. I immediately took the phone and the charger into the T-Mobile store down the street from my house.
Insert deep breath here.
I walk into the store last night and explained what was going on with my phone. The sales person attempted to plug my phone in, switch out the battery, etc and nothing worked. I told him this phone was almost brand new as I had just had to have it replaced because my original phone didn't work anymore. I told him I had attempted to use my old phone to charge the battery to see if that was the issue and pulled it out of my purse to show him. He looked at me confused and said "how long have you had this phone?" (the new one) I told him I believed since November or so (I couldn't remember exactly how long, but later discovered it was October). He said "ummm, you're suppose to give that back to us" and I said "ummm, ok, take it, it doesn't work, I brought it in here when it stopped working and they never took it". He said "no we don't take it in the store, it comes with a prepaid mailing label and you have to mail it to us" and I started to tell him how I didn't ever get a prepaid mailing label and that my neighbor had opened it and brought me my phone to work - and he cut me off and said "IMPOSSIBLE! it comes it bright red letters right on a sticker on the phone, I've worked in T-Mobile distribution centers and warehouses I know FOR SURE that you got one" - startled I posed the question to him as to why I wouldn't have given them the phone back? How could he guarantee me that this big red sticker was placed on the replacement phone I received? Had he personally attached it to the phone and hand delivered it to me? What benefit is it for me to keep this shell of a phone that won't turn on?" He rudely said "it doesn't matter what you can or can't do with it, it matters that you didn't send it back to us, which explains your bill" What? He then pulls up my bill (which was due yesterday) and it's over $500!!!!! This was almost laughable to me. I said WHAT ARE YOU TALKING ABOUT?! I've had this phone for months. Apparently since at least the middle of October. Why did no one ever ask for it back? Why wouldn't I give it back to you?! I also find it pretty convenient that "all of a sudden" this was randomly on my bill in January (the day I walk into the store with my "new" faulty phone- for the second time). He stated that I have 7 days from the time I receive my replacement phone to return the defective device back to them and they then refurbish it and send it out (lucky them). I was shocked to say the least. He told me there was nothing he could do but he could let me use a phone to call customer care while he "attempted to fix my phone". I sat on hold with customer service and told this entire story to the customer service agent who apologized, placed me on hold and then came back on the phone and told me that unfortunately, she spoke to her supervisor and there was nothing she could do becuase there were specific notes in my account saying I had been informed to return the device within 7 days. WHAT IS THIS, A CONSPIRACY?! I told her it was IMPOSSIBLE that I had been told that otherwise I would have GLADLY given it to them and in fact I was standing in the T-Mobile store with both my "new" phone that didn't work and my old phone that didn't work. All the while being treated like I'm a criminal.
I asked to speak to her supervisor and was told that it would be at least an hour before she would be able to call me. I asked how she proposed the supervisor call me in an hour when I have 10% battery life and my phone won't charge. She suggested a home phone. Really? I haven't known anyone to have a home phone in 10 years. I take that back, my grandma has one. She said that's the best she could offer me so what could I do? I explained to the in store agent what she had said and he said "oh no, I just put those notes on your account right now, she should have been able to see they were from today" -well, she used this as the reason she could not assist me.
At this point, I was in tears, overwhelmed by the lack of concern by anyone from T-Mobile, the outrageous bill they think I'm going to pay and the fact that I am once again left without my phone and the sales person's response when I expressed my frustration was "sorry, it's electronics, these things can happen" REALLY!
He then said the only thing he could do was replace the phone, again. What other choice do I have? He punches some things in the computer and says "ok well, your phone is on back order so looks like we can't get one out to you for at least a week" WHAT?! What am I suppose to do without a phone for a week?!? He offers to provide me with a loaner phone that he would CHARGE ME $50 for and suggested I could use that until my "new" phone came. This loaner phone is quite frankly embarassing. It's some sort of ancient artifact that mirrors a Cricket pre-paid device from the early 2000's. I seriously wish I could post a picture of this thing. Complete with flip phone technology including T-9 texting and likely a 1 megapixel camera. What can I do with this? I feel like I bought a brand new Mercedes from a car dealership, brought it in for repair (twice) because it was defective and they gave me a Pinto to drive around in.
After no return call from this supervisor (for hours) I called back last night and explained this ENTIRE story to customer service again. He was helpful and apologetic, placed me on hold, came back and said "my supervisor said they send out text reminders to return the phone so you should have known" ---ummm excuse me? Now you're saying you've been texting me about this and I just blew it off? Becuase I wanted you to charge me $500 for a broken phone that doesn't turn on. Where does the logic come in? No T-Mobile, I did not get your texts asking me to return the old non-working phone. I did however get texts from you informing me of what new Caller Tunes were available-thanks! I asked to speak to his supervisor and he said that "after a certain time we're not allowed to transfer calls to supervisors but I can put in a request for you to get a call back and you should get one within 72 hours"
72 hours!??!? 
I'm ready to lose it here.
I don't understand - it's not like I'm saying I threw the phone away or don't have it anymore, etc. I'm saying "oh, you wanted this back? Why didnt you take it from me when I came in here? Why didn't you mention that to me when you put the order in to exchange my phone? Why didn't someone pick up a phone and call me? At any rate, here's the phone back" and T-Mobile is simply saying "nope, too late, $500 please." Excuse me?!!
Maybe if your sales agent had assisted me properly, he would have informed me that I needed to return the phone when he put the exchange order in. Instead, he ignored me then rushed me out of the store. In fact, a month later I got a random $20 added to my bill and called about it and they said that it was the return fee for my defective device. They explained to me that T-Mobile charges $20 for this or $5 if you have the premium handset protection, which I informed them I did in fact have. They researched my account, saw that I did have insurance, apologized and credited my account the $20. Why didn't they at that point say something about wanting the broken phone back? Why didn't they have me sign an aknowledgement of this outrageous fee if I didn't return the phone within 7 days? In fact, T-Mobile has taken 3 months to post this to my account. And not until I walk into the store with my defective "new" phone and show them my defective old phone.
I'm overwhelmed, confused and still have not received a call back from customer service. At this point, they T-Mobile is going to force my hand and make me cancel my service because there's no way I can afford to pay that kind of money even if I did legitimately owe it - which I don't.
Shame on you T-Mobile!