I have had a really unpleasant experience with T-Mobile right from start.
When we took the phones home, there was no signal bars in the phone at all. Zero bars!! I had to setup the wifi to be able to use some features of the phone. Phone call reception was completely ABSENT. Even though the WiFi signal was there, we would not get phone calls and any voice messages left as a result of the missed calls would ONLY become available if the phones were taken out of the house and to an area where we saw some signal bars.
We also had problems with one of the phones. I have a family plan that has 2 phones, me and my wife's. My phone seemed to work ok, but my wife's was not fully working out of the box. The memory card would not work and any functionality that relied on the external data storage would not work (camera etc). We had to take time out of our schedule to go to a store and were told that a new (refurbished) phone would be sent to us. That phone seemed to work ok, but the reception at our home was still a BIG issue. No bars. I made several calls to the customer service and they would get their engineers to troubleshoot the problem but nothing conclusive came out. We were not even offered a signal booster since these were all out and on back order. Actually not even on back order since they wouldn't let us get on any kind of queue to wait for these boosters to become available.
So I waited patiently for 2 years for the contract to expire.
Now I find out that since I added text messaging service to one of the lines, BOTH the lines got a new contract which would be 2 ADDITIONAL YEARS (from the time the text messaging was added!). This is getting really ridiculous. I have been a customer for the 2 years and I think I have MORE than paid for the phones (that were subsidized by the contract). Moreover when I added the text messaging online there was NO indication there that my contract would be extended. Also this information is not available anywhere on the T-Mobile when looking at my account information.
Needless to say this is really bad customer service and they have lost me as a customer. I am only a hostage at this point to this contract. This is nothing but extortion.