I am requesting that someone from T-Mobile contact me regarding several horrendous experiences I have encountered that lasted for almost weeks and countless number of hours on the telephone with your “team of experts.” In short, my experiences will easily illustrate the herculean amount of embarrassment, misguidance, safety, and lack of professionalism that I was adversely subjected to.
On Tuesday, September 28, 2021, I called Assurant, T-Mobile’s cellular phone insurance company, regarding my damaged iPhone 6 plus. On Friday, October 1, 2021, I received a refurbished replacement iPhone 6 plus from Assurant. The following day, I realized that it was defective. Specifically, the touch screen was locked up and it didn’t function properly. On October 4, 2021, I contacted Assurant to report the issues that I was experiencing with the replacement iPhone. At that time, I was transferred to T-Mobile and that was when the nightmare began. The first T-Mobile representative with whom I spoke with transferred me to a T-Mobile technical support individual named “Patrick.” Patrick indicated that the only thing he can do was file a report and I would hear something from T-Mobile within 72 hours. Additionally, Patrick promised that he would follow-up with me and let me know when a new device would be available. At that time, I requested to speak with his supervisor because I didn’t understand why I had to wait that long for a replacement device when clearly the replacement phone that I received from Assurant was inoperable. Well, his supervisor told me that there is nothing he can do and I have to wait 72 hours for a replacement iPhone. Lastly, he ensured me that he will be monitoring my case and will follow-up with me.
Since I never received a call from “Patrick” or his supervisor after 72 hours, I called T-Mobile again. After painfully waiting for over an hour to speak to a customer service representative, the person with whom I spoke with assured me that my issues were going to be resolved today and for me “not to worry.” First, this person asked me for the zip-code where I was currently residing. Subsequently, he provided me with the contact information for the nearest T-Mobile store and told me to go there and pick up an iPhone 11. Additionally, he told me to provide the local store’s sales person with my name etc. Three hours after speaking with him, I went to the local T-Mobile store where he instructed me to go. When I arrived, the employees there were clueless about any of my prior discussions with T-Mobile customer representatives. To include, they had no idea why I even “visited the store with this type of issue.” Moreover, they stated that no one at T-Mobile ever contacted them regarding an iPhone 11 for any T-Mobile customer. When I returned home, I contacted T-Mobile customer service once again and requested a call back because the T-Mobile recorded greeting indicated that there was a 90 minutes wait time to be connected to the next customer service representative. After one hour, I received a call back from T-Mobile, but I was as unable to answer the call because the iPhone touch screen was not functioning properly. The following day, I contacted T-Mobile again. After waiting for over an hour, someone picked up the call, but quickly hung up so I didn’t get to speak to anyone.
On October 6, 2021, I contacted T-Mobile again because the issues with the replacement phone was progressively getting worse. Since none of the individuals I had spoken with took the proper notes, I had to continue repeating the issues I was having with my iPhone during EVERY subsequent call. Once, an employee told me that since the iPhone that I received was under warranty with AppleCare, she was going to transfer me to AppleCare and stay on the line, so she can explain to AppleCare the issues I was experiencing. In short, that did not happen and I was just transferred to AppleCare. Therefore, I had to explain why I was calling to AppleCare once again. To no surprise, this customer representative neither had any clue that this call was made by a T-Mobile “team of experts“ nor helpful. At the end of the brief conversation, the AppleCare employee told me to call T-Mobile because he could not help me since the replacement phone was no longer under warranty with AppleCare.
