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Angry T-Mobile customer looking for advice/resolution

by op913    Mar 31, 2011, 9:09 PM

Evil or Very Mad

As a former employee of t-mobile I know a lot of employees frequent this forum so I am looking for insight or input. I have a unique situation that t-mobile does not seem to want to resolve.


I purchased a blackberry phone for the first time several years ago, the blackberry 8220. When I purchased the phone I added the data, which I was told and it tethering...I used it and was very pleased with the service and convenience of using my blackberry as a modem.

My phone like everything else wore out over time so I went in to get a new phone (June 2010)...when I arrived at the store I told the rep I needed a new phone and we went over the options. At this time I wanted a windows based phone but was told it did not support tethering which I used all the time and I should stick with the blackberry since I could use tethering.

Now I have been using my new BB bold since June and I just got a text saying tethering was blocked and I needed to add the feature. This does not seem fair to me since, after all, that’s why I got the blackberry over a windows phone, was the free/ability for tethering. I understand that now this feature is a cost but what about the customers that had this prior to “t-mobile updating their network to be able to track this”? It is not fair to act as if we were using some illegal/untracked feature when that was a feature that I was sold on, was the ability to use the desktop management software, which came with the phone, to use it as a modem.

Had I purchased this phone today, when that feature is relevant, this would not be an argument but for those who have been using this feature for years and am told to get a blackberry specifically so you can use this I see this as VERY unfair and ridiculous to think you can charge for a feature on the phone that was free when you purchased it.

The response I get from everyone is that it was not included in the contract that tethering would be free. But lets be honest...what features of a phone are in the contract? This to me is like using your camera on the phone and then one day getting a letter from t-mobile that saying in the previous years they could not track pictures being taken but now the network can support that and there is a new fee of 99 cent per picture and if you chose to use it then you will be billed for it. It is not a valid response…to just say that tethering is not in the contract. Contracts are the minutes, the overage, the roaming agreements, the etf, the activations etc…not that your phone has a mute button, a camera, speakerphone etc…

Do any of you guys have any suggestions for what to do? I have tried to get a reoccurring credit of $15 to offset the extra charge and have even tried to just get them to reset my handset eligibility so I can get a better phone, one I would have gotten at the time I purchased this bold had I know tethering would soon be supported and an extra charge. I even said they can keep my contracts the same...I didnt need that reset....I just wanted to purchase a handset at the price I would have in June which is when in my eyes I was misled. The universal response was "no".

I remember when I sold t-mobile they tried to at least resolve customer issues, not just put up a road block and throw their weight around. I couldn’t even get one person to admit this was not fair. Everyone is such a robot that they wouldn’t even acknowledge this was unfair. No one even offered me bonus minutes! I remember when I sold t-mobile they gave buckets of 25 free minutes away for nothing…no one would even work with me which is very frustrating knowing the vision of this company 5 years ago was SOOOO customer driven.

The reason most people have t-mobile is because it used to be cost effective. They were cheaper than the competition and provided a good/great service. Now my plan has so many odd features I am paying for it has gotten more expensive then if I had a superior carrier…which is frustrating because at one time I was a walking billboard for t-mobile. Before, during and after my employment I can’t even count how many activations I got for t-mobile…and now I can’t wait for the day my contract expires on every line I have with them.

Wow this got long….sorry for the rant but how can anyone say this is fair? Or am I just insane to think this is unfair?

Ideas or input? representative even told me it was "illegal to give out discounts on handsets"...what has happened at t-mobile?

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