Worst New Customer Experience Ever!
I have been with AT&T for 18 years and decided to try something new because of all the "Great" promotions T-Mobile is offering and supposedly largest 5G network. I have 9 (nine) phone lines want to port over. I open a T-Mobile account with 10 lines, Magenta Max. I got the initial phone number assigned to me on the 2nd eSim on my iPhone. Painless process here. Once I resolve all my remaining balance from AT&T, i started the mass portingof my 9 lines T-mobile. This was, Monday, Mar 27th @ 8PM and I did not get done until 2AM the 28th. Six hours of grueling back and forth because of the screw ups, dropped calls, deleting number that working, assigning numbers to the wrong phone, etc, etc, etc. And it does not end there. Everyday after I would call back for account access issues because they somehow send the PIN when logging in to a phone number that is my 86 year old mother that is on my account. Every time I call it get, "Oh thats an easy fix sir, I can help you with that, no problem". Then the escalation begins because whatever it is they do, does not fix the the issue. To this day, I can't login with out getting the PIN sent to the wrong phone number even though my number is the Primary. To date,I have spent 10 hours on the phone with T-mobile sub-standard support in the span of 4 days. Unacceptable. I should have moved to Verizon instead or just stay with AT&T, which I probably will go back to AT&Tand I am sure they will be happy to have me back and offer all kinds of deals/credits to come back. T-Mobile tries to offer mea laughable, an insult really, $5 credit for my 10 hours of grueling, torturous, feeling like a ping pong ball being hit back and fort,experience with their support. If T-Mobile actually reads this. Here is my account# so you can verify what I am saying: #989154525
Be Careful when returning defective gateway routers
We've been home internet users for right at a year now. Ever since we got home internet through T-mobile, we have had issues with internet going out periodically. Generally, an unplug and wait for a couple minutes would solve the issue. About 3weeks ago, the internet went out and never came back on. We went roughly 24 hours without any re-connection, so I contacted T-mobile, went through all the troubleshooting steps, and they agreed to send a new gateway. The old gateway sat on top of my 6 ft tall ikea cabinet the entire time we had it, only being touched when we needed to reboot it. Once the new gateway arrived, I took the old one in the box provided and returned it to the local T-Mobile store. They packaged it up and sent it off. Today, I received an email stating my old gateway was damaged and I would be charged $79.00 on my next bill. I contacted a rep and they were able to send pictures of the "damage". I explained to the rep that this gateway is never touched, never been dropped, etc., so how in the world could it have been damaged?! They responded with "Well that's why we recommend returning to a store" which I told him again that I did return it to a store and everything was open/unboxed for them to inspect. The best excuse they could provide is maybe it got damaged in transit and I'm still on the hook for this charge…. LONG STORY SHORT…Take photos of your gateway if you have to return it. Photograph every single side of it, and return it to a store and have them visually inspect the gateway as well. I know well this thing was in pristine physical condition. The only thing wrong with it was whatever software issues it had when it was sent to us. The second photo in this post is the "Gross Physical Damage" that they claim is worth the $79.00 charge…. ¡Gracias T-Mobile!
