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schubige
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Joined 2 years ago
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Re: The T-Mobile unlock lie
Whatever happend on the T-Mobile side, on 1/21/2024, after almost six month, my device got unlocked. No communication from them. Just out of nowhere I found my device being unlocked. I'm still waiting for an offical response regarding my FCC complaint. Since I can finally use my device as intended, I will no longer post here.Re: The T-Mobile unlock lie
The drama continues. I finally got a response from T-Mobile due to my FCC complaint on 1/4/2024. Of course, they first asked me to add another $100 in refill (despite my $220 I already paid). A few hours later I received this from T-Mobile: I want to apologize as I am not having the same issue with any other customers today. I wanted to update you on the progress and solution that I currently have to offer. The IMEI that you have provided is not able to be unlocked, even with an override. Regardless we would like to offer you the device that you currently possess with an unlocked version. The issue that I see is that you are out of the country. If you have a stateside address that I am able to ship the device to, we will be able to ship the device today. We would request that the current device you have is sent to our office in good condition. We are able to offer a refund of the device as well if the device is shipped back to our office however we would ask that the device is returned to us before. Please let me know how you would like to proceed. So T-Mobile confirms that there is something wrong with their unlocking system. The replacement/refund sounds good, right? Not for me after all the troubles I had with T-Mobile. So I replied on 1/5/24: Unfortunately, your two proposals do not solve my problem. I can of course give an address in the US, but I need the device here and it is of no use to me 6000 miles away. I will gladly contribute to the shipping costs if that is the problem and return the locked device as soon as possible. After 22 weeks of waiting and trying, $220 in refill, countless promises and assurances by T-Mobile to no avail, hours spent with support, it takes a little more than a few lines in an email to restore my trust in T-Mobile. I therefore suggest that T-Mobile refund 50% of the price ($550) now and I return the device at my expense (please provide the address) as soon as I received the partial payment. Once T-Mobile has received the device, I will be refunded the remaining amount. I asked twicefor a shipping address by e-mail.More than a week passed and no reply from T-Mobile ever since. What a "a total experience that includes best-in-class, personalized support from T-Mobile experts when needed"(https://www.t-mobile.com/customers/customer-care). If someone at T-Mobile reads this and finally intends to deliver on their promise: you will find my e-mail address in my account. Feel free to get in touch with me. Gracias.Re: The T-Mobile unlock lie
Called support again, this time the supervisor said thatthe device can not be unlocked because it's temporarily unlocked. Which is not true (see screenshot, it's locked. See the previous screenshot how it looks when temporarily unlocked). He said that the temporary unlock will expire on12/28/23 (whoever invented that date, no evidence provided). Together with some more false information (device requires a master-reset to accept a new SIM card - who comes up with that kind of crap?) I got another "personal guarantee" from the supervisor that the device will be unlocked on the 12/28/23. When asked again, he said that an "unlock request" can be submitted on the 28th. Which may take another 72hrs to complete. I'm pretty sure it will not succeed because all they do at T-Mobile support (at least in my case) is picking a random reason (network, active days, SIM, refill, Motorola, temporary unlock) and tell the customer to wait for X days (X between 3 and 14). As soon as I ask for something tangible (email, phone number, replacement phone, reimbursement) they say it can not be done. That's how far these "personal guarantees" go. "At T-Mobile, we radically reinvented customer service. Ofrecemos una experiencia total que incluye la mejor asistencia personalizada de los expertos de T-Mobile cuando sea necesaria. These experts are available to provide you with a next-level experience, including tailored service and support, as you begin your relationship with T-Mobile." (https://www.t-mobile.com/customers/customer-care) Sounds like sarcasm to me.Re: The T-Mobile unlock lie
I'm almost certain that 14 days from now, they will tell me that the phone was not active (because I'm abroad) and that's why they can't unlock it. Anyone up for a bet? Well done guys for not taking the bet😄 You would have lost it. Obviously, my device is still locked. Another round with support and they claim to have a "request open with Motorola" - please wait another 3 days. I have no idea what Motorola has to do with it. It's the T-Mobile unlock App that talks to to the T-Mobile unlock server. I don't see any Motorola in this (besides my device of course). I'm pretty sure it's yet another T-Mobile lie to wear down the customer (they are very good at that, I must admit - 5 month without any progress and nolawsuit yet, not bad). Iwas lied to by every support employee without exception. All the "I guarantee you", "I promise you", "I can reassure you", even the "I'm 150% sure" that the friendly folks at T-Mobile use often didn't unlock my devicebut successfullywaste my time. I'm going to file a complaint with the FCC.Re: The T-Mobile unlock lie
7 business days have passed and my device is still - locked. Another round with support. This time they saidthat it didn't work because the phone I try to unlock is not associated with my phone number. This is true because I had to buy (!) a new phone (unlocked this time, I learn) for this very (unlocking nightmare) reason. I need to use a second SIM card together with my T-Mobile eSIM while abroad. T-Mobile switched my phone number back and said I had to wait another 14 days. Now I have to carry around two devices.My understanding of "dual SIM" is something else. I'm almost certain that 14 days from now, they will tell me that the phone was not active (because I'm abroad) and that's why they can't unlock it. Anyone up for a bet? The bottom line is that their eligibility criteria for prepaid accounts is just a plain lie. I fulfill all the criteria (not disputed by any of the T-Mobile people I spoke to). But each time they come up with another (technical) excuse for why it can't be done and ask me to wait for another X days. It's going on like this for almost five months now. This is all very frustrating and a big waste oftimeand money.Re: The T-Mobile unlock lie
The story continues. I added another $100 in refill and the phone still remains locked.Another round with customer support and they confirmed that I have more than $200 (!) in refill by now. Luckily, I gotsomeone on the phonewho offered to open a support case (kudos to Jason). They promised me to finally unlock the device within 7 business days. Fingers crossed.
