I'm not one to normally complain about customer service. I know that's how most of these stories start out, but this story is bad. Really, really bad.
I was on a family plan with my parents and decided to go solo. T-Mobile let me apply my two years of loyal patronage and upgrade to a new phone for $50 and keep my awesome rate plan of unlimited minutes, anytime, for $50/month. Not a bad deal.
I called T-mobile and ordered a black Nokia xpress music phone. T-Mobile sent it to my parents house in Houston instead of my house in Dallas. After a few phone calls with T-Mobile and UPS, we finally got the phone to my house in Dallas. Except that someone had to be home to sign for it, and after three attempts, they sent the phone to their warehouse. T-Mobile would not ship to my place of work, where I spend my days, like most people, because they had to send the phone to the billing address on the account. Fine. I go to the UPS warehouse, rip open the package, and instead of a black Nokia phone, I see a white Nokia phone. Wrong color. Great.
I call T-Mobile and explain the problem. They apologize and promise to send out the right phone immediately and that I should expect a text message with the UPS tracking number. The package with the new phone will have a shipping label to slap on the package so that I can send the other phone back.
Days pass. No text message. I call T-Mobile again and ask what the story is. Turns out they misinformed me how their "process" works. The process is that I have to send the phone back first, call them with the tracking number, and they will then send me the right phone. Ridiculous. Why I have to assume risk of a lost phone for their mistake is beyond me. They should send me the phone back and wait for me to send them their wrong phone, and should i keep the old phone, they should then have the right to charge my account for the extra phone. That's how it should work.
I follow their process. I take the white phone to a UPS store, ship it, call T-Mobile again, give them the tracking number and shipping charge which will be credited to my account, and they promise to send the black phone.
The new phone arrives, and this time, I don't need to sign for it. It's sitting on my porch. I rip open the package and see - another white phone.
I call T-mobile (6th or 7th call by now) and again explain the problem. The customer rep again apologizes, and promises to make it right. Except - you guessed it - I have to go to a UPS store to ship the old phone back, though I don't need to so before they ship the right phone.
Let's hope they finally get it right. I never had any problems with T-Mobile until this ordeal. And because of this ordeal, I have to tell you, if you have any plans of buying a phone from T-Mobile that you have not seen with your own eyes, do not bother. Buy your phone from someone else. T-Mobile is awful and this customer service experience has been a huge waste of time. I've heard good things about Verizon. Give them a shot.
I'll keep you posted on any new developments.