So on October 19, 2012 I went in to a tmobile store to pay my bill and while I was there I made the representative aware of a problem that I was having with the power button getting stuck. So they looked at it and said it could be replaced under warranty and that I would receive my phone in a few days. So here I was thinking YAAYYYYY!!! A new phone for free. So three days later I received my new phone. It was simply the phone no back piece battery, charger, box, nothing. It had the return label and everything so I switched out the phone and placed the other in the box. I didn't put the label or ship it right away because of a busy schedule. So like 2 days later I remembered and by that time I had realized it was not there any more. So I ask my kids if they had gotten it and my oldest replied that his seven and three year old brothers were playing with it. So of course I ask my seven year old first since he was most likely to get it since he could reach and new about the situation. He then said the other one was the last one to have it. I was thinking OH NO!!!! So we looked EVERYWHERE and of course the attention spand of a three year old they can barely remember where they left their shoes 10 minutes ago. So on November 19, 2012 I went into another location and payed my bill and while speaking to the manager I let him know the situation and what I needed to do. All he said was that he recommened me to find it as soon as possible and get it in if not I would be charged $150 they do give you up to 60 days. So agian I was like OMG I do not have that kind of money sitting around I better find it. I looked and looked. So it had already passed the 60 days and I was like OMG they are gonna charge me $150 what am I going to do? So I continued to look and I was like well maybe if I return it anyway they will not charge me or adjust the charges. So as the last resort my husband tells me it might be stuck in the couch and I was like no it couldn't be cause I didn't wanna damage them. He said he guranteed me so I took the chance and cut the bottom fabric of my sofas and what do you know???? There it was. I got it put it in the packaging and shipped it off. And was like THANK YOU JESUS I found it. Well I call tmobile to let them know that I had returned it and if my account could be adjusted. I have been speaking to someone since January 10, 2013 to get my account adjusted and all they tell me is that they are sorry (ROLLING EYES) but unfortunately because it was passed the 60 days an adjustment could not be made I would still be responsible for the $400 fee that was applied. I was like why am I going to pay $400 for something I do not have so that yall can refurbish it and resale it anyway. I was on hold for long periods of time to get no where. They offtered me a payment arrangement but again $400 for something I do not have I told them that in the Policy for returning a device they should put.....IF YOU DO NOT RETURN YOUR DEVICE BY THE 60TH DAY DON'T BOTHER JUST KEEP IT CAUSE YOU WILL HAVE TO PAY ANYWAY......So I asked if I paid the $400 would they send me the device back cause at least I know I payed for something. They said unfortunately that was not possible. I am so frustrated with them and their very poor customer service that they provide. I receive better customer service from the corner store in the projects. I mean their service is good but they always try to take more and more money and they have the WORST customer service people that I have ever had to deal with in my life. I am thinking about canelling our service and trying else where but what do you know? It was be $400 to disconnect both lines. WOW!!!!! I wish I could get this resolved.
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