Posted Thu April 26, 2012 5:55 pm, by Christine R. written to T-Mobile USA, Inc.
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I have been a T-Mobile customer for 7 years. I got married last year and added my husband to my family plan. He received a free phone with activation. Everything was great for a several months, but then his phone stopped receiving calls. It did not ring or show a missed call. The caller would hear 10 rings and then the busy signal and could not leave a message. This happened at around the same time that my husband's company shut down the facility which had employed him, and he missed calls from several potential employers. He received emails from a few who said that they had been unable to contact him and the positions had been filled. We did not know that the phone was not receiving calls until a concerned family member called my phone to check on him. He told us of the problem. I called my husband's phone and it did not ring or go to voicemail. I heard the 10 rings and then busy signal. My husband called T-Mobile. They sent a replacement phone which was missing the back cover. We had the same problem. He called customer service and went through the troubleshooting process many times with the same results. I called customer service several times and went through the troubleshooting process for him with the same results. He took the phone to a T-Mobile store and had a customer service representative troubleshoot it for him. We replaced the sim card twice. We received several replacement phones. The first, as I stated, was missing the back cover. The second had porn downloaded on it. The third had the name worn off from use. The fourth was missing the back cover and was likely the first again. When any T-Mobile representative called the phone, it worked fine and usually received calls for an hour or so and then reverted to its previous state. After 2 months of troubleshooting, my husband ported his number out to a different carrier and I petitioned to waive the early termination fee. I was denied and told in a letter that I should allow T-Mobile the chance to troubleshoot the problem for me. I did, repeatedly. I am not terminating my contract with T-Mobile, and I have been a customer for several years. I only terminated that one line because it did not work and T-Mobile was unable to fix it. This is not the way customers should be treated. I will probably use a different carrier when my contract is over, but I had not planned to until this happened.
Waive the early termination fee.