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My awful experience over the past week after being a 9 year customer motorolla razr 2023
Hello, and if anything, I am documenting this here publicly for others to see…but I deserved better than this T-Mobile and Assurant because the protection 360 is plan appears to be a misleading scam in my experience. my Motorola razor 2023 that I've had for 10 months, broke a week ago after a normal call during work. I closed the phone and put it in my pocket only to open it later and discover a black bleed line at the fold . My top screen no longer worked and I immediately took it to employees at the local retail store. They called assurant to set up an exchange and I was put on the phone to answer some questions. Assurant asked if there was any damage to the phone and I described the screen. I also mentioned that there was a scratch on my camera that was completely unrelated to the actual problem. However assurant used this to move my device into the category of "accidental damage" and proceeded to try and charge me a deductible for $107.17 I don't have that money, but as a reporter I need a functioning phone for work…and even though I mentioned that I had protection 360 which very publicly offers $0 front screen replacement and $0 service fee for a mechanical/electrical failure I was never offered such options. I contacted customer service and spoke to a supervisor who set it up to have a replacement sent to me from assurant in two days. And any deductible billed to my account was supposed to be credited back by T mobile. My phone that is already malfunctioning proceeds to get worse until that phone arrived. After setting it up with my SIM card and transferring my data, the replacement motorolla razr stopped working after 24 hours. It does not power on, it does not factory reset, it's essentially a brick! I contact customer service again and I'm told I can take the defective device back to the retail store and replace it there. I asked if the store knows that and I was told I would get a new phone at zero cost from the retail store and that they were going to be aware that's what was happening. I go to the store to learn that employees have no idea what I'm talking about and after trying to explain that I'm supposed to be exchanging the defective replacement device for a new phone, I'm told they can't do that. at this point the second half of my screen on my malfunctioning original device has completely stopped working…and so to get a WORKING PHONE I painfully had to wipe my recently dead brother's old iPhone…and I'm VERY upset that I had to do that so I could even contact customer service again. customer service tells me they'll be sending a new phone to a local store for me to exchange the defective replacement device with…I asked during that call if it could be sent to my address and I'm told No! So I wait yet another two days for it to be delivered. It arrived today, and when I took my defective replacement device in for the exchange I was basically told they couldn't make the exchange because they couldn't turn on the defective device to check it! And so store employees cancel the order sitting on the counter with my name on it! After calling customer service, navigating to a supervisor, driving back to the store, the ultimate big brain solution by T-Mobile is to order me another device for a warranty exchange to arrive in ANOTHER two days! All of this while I'm standing there LOOKING AT A PHONE IN THE STORE FOR THAT SAME REASON!!! This is absurd! I'm offended! And considering I had to wipe my dead brother's old iPhone to have a working device on your network for the past week, I'm INCREDIBLY upset! Whatever is going on is insanely messy and unhelpful and I've had to do ALL the calling and legwork to get all of T-Mobile's screwups sorted out….ultimately I'm STILL trying to get a working replacement phone from y'all after already facing a suspicious upcharge in my insurance coverage for what is a mechanical failure of the device. I will be preparing to file a BBB complaint over this as well if I'm not contacted with a response and explanation through any of the avenues I've reached out through.
tmomail.net (email-to-SMS) is GONE?
I've used email to ##########@tmomail.net to sent text messages to my T-mobile number for YEARS. It began to fail intermittently around 15-Nov-2024, then completely today 14-Dec-2024. I did not investigate the problem before today. As of right now, it appears the tmomail.net address no longer has an IP number! ping tmomail.net Ping request could not find host tmomail.net. Please check the name and try again. I verified this no-number state with Comcast DNS, Google DNS, Level3.net DNS, and even 1.1.1.1 DNS. This is not the Google email-to-SMS problem that many others have reported as I send the emails via Comcast SMTP. All of the failures are documented by mailer-daemon@comcast.net This is rather crappy treatment of T-Mobile customers. If you want to discontinue a service that we use, let us know. For an email-to-SMS service, maybe send us a text? Let us know what you're offering instead? Or maybe you want us to explore options with another provider?
AMAZING CUSTOMER SERVICE
Just trying to find some way to let it be known that JuvensDeserves a lot of credit and perhaps a reward. I was more than thrilled with his customer service, HECK i made a point to gwt his name.He listened to me, was kind and polite most importantly he got me signed up and going with just what I wanted. I've been waiting along time to say good bye to breezeline internet and hello to T-Mobile. He made everything easy and understandable with a smooth voice to top it off. Thank you so much Juvens for all your help, you are greatly appreciated. T-MOBILE U GOT A KEEPER!Deja T-Mobile
I became a T-Mobile customer several years ago. I tried to get a new device I was asked for a down payment. That's fine I had no problem I couldn't pay it though. I was told after a couple of years they would be able to stop requiring the down payment. Been there for like 4-5 yrs and still the same. I went to another carrier and I was able to get two new devices without a down payment. It's too bad cause I really enjoyed their customer service they've been awesome.
Why is T-Mobile no longer customer focused?
I used to be a fervent T-Mobile supporter. I must have recommended them 100 times, but that company no longer exists. The change was gradual, but lately, it feels like every decision has been anti-consumer. My biggest problem is the disconnect between the store and corporate levels. The stores are like the Wild West. You may find an upstanding person to help you, but more likely, you will encounter an outlaw who will, at best, misrepresent and, at worst, outright lie to get you to do the thing I assume will get them paid. If the call center had been helpful, that would have been different, but alas, those days are gone, too. If you need to call them because someone lied to you, I will save you some time. They will say, "I'm so sorry you feel misled, but you should have read the contract, so it's on you." While I agree it is on the consumer to read the contract, it feels very disingenuous to call yourself the "un-carrier" or say, "We changed wireless for our customers" while treating people just as bad if not worse than the other guys. I have hit my limit and will leave after 12 years of patronage. No one cared there, so I guess I won't either. R.I.P. T-Mobile customer service
No confirmation email. It's been 3 days
Does anyone know what could be the problem? I ordered the phone online went through the whole process until right when I clicked the last order and proceed it sent some error message saying something was wrong with my application but yet my money was taken from me and I haven't gotten my phone. What could it be?
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