I upgraded my phone yesterday, and they upgraded to the wrong line, so a couple of the numbers in our contract stopped working. Mistakes happen, I get it, what I am trying to do is have everything in working order. When I contacted them at 9:30p on 5/5, they said it would be fix within 24 hours. Alright, so I am now paying you $700 additional, and you are going to take my services away for a day. Not only is it my line, but also an additional line within the contract. So now 2 out of the 4 lines are NOT in working order. Around 3p on 5/6, the phone stopped working completely. No data provided. No calls can be made. No texts or data sent or received. It would ONLY work if there is wifi. I contacted them at 5:00p on 5/6, they said they are aware of the problem and have "escalated" it, so it will be fixed by 2:00p on 5/7. So that's an additional 16 hours that 2 out of the 4 lines on my contract will not be working. I thought "escalating" the concern meant that you will address it right away. I did not know that "escalating" the issue meant that you will extend the fix-it time period WITHOUT notifying your customer. My phone my not be working, but there are two other lines you can contact and you also have our email addresses on file. I cannot believe that I am dishing out extra money and in return I am losing my services. I have been with t-mobile for over a decade and this is the worst, most disappointing service ever. I can not wrap my head around how a "phone service" thinks it is okay that they can allow their consumer who is paying for the service to have over a day of their "product" not in working order. When I try to contact them again at 11:00p at night, what happens? Their chat representatives are offline. My phone is not working, so I cannot make the calls to 611. So I am left here, with a $700 brick.
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