I am posing this as a questions since I would love to hear what other people have to say.
T-Mobile outsources their "phone insurance" to a company called Asurion. This isn't out of the ordinary for phone companies, but here is where it gets frustrating.
Asurion can change the deductible on what you have to pay to get your phone replaced at any time. Over the past 90 days by deductible for my HTC Sensation increased $30 dollars.
My Story:
(Orem (485)
562 University Pkwy
OREM , UT 84097)
I have been with TMO since 2005. I have always paid on time, bought multiple phones from them, and moved several family and friends over to them. In 2011 me and my wife joined plans and I got a HTC Sensation 4G for my wife and bit the bullet to get mobile insurance. I wasn't sold on insurance, but the employee told me that if my phone was to break it would cost a "$50 dollar restocking fee" if my phone ever broke or needed to be replaced. This would be the first lie. Since I was moving to a family line I was told that my contract would be up in 2012 and my wife's in 2013, this would be the second lie.
I called in April of 2012 to talk about cancellation and see what options I had (My service had gotten really spotty in my commute). I was told my cancellation fee would be $100 and my wife's wasn't up for another year. Decided I couldn't afford that, so I kept my service.
I called once against in July since my contract was up in a month to discuss upgrades. They told me I had another year on my contract, I was furious. I asked them to review when I called and they said I did call in April to talk about cancellation, but there is nothing about my contract ending. It was after this I got in contact with Asurion to replace the HTC and I found out I had to pay ~$130 dollars to replace my phone, I was outraged again, this was the second time I had been giving wrong information. After complaining Asurion passed the me back to T-Mobile.
So I passed normal support and went to custom retention team. I explained everything that had happened and they told me tough luck, in their defense they offered some phone deals. The only way I could do anything if I went back to store I got the phone, have them pull up the record and send that to their legal department. This is a year later, the lady I had bought the phone from no longer worked their and they said they didn't have a record of my contract. I went back and forth with the store, and T-Mobile to no avail of getting any help. TMobiles legal team just sent canned responses when I asked them to review and provide me with my signed contract.
Please note that regrettably, Customer Relations does not have access to any written contractual agreements , if you wish to obtain a copy of the written contract you must return to the Retail Location where services were activated.
Even after telling them the store didn't have the contract, they offered no help.
There you have it. I switched month to month when they went to Uncarrier until I can afford to move to another carrier. I wouldn't be so frustrated if T-Mobile didn't regularly give amazing customer support. After this whole ordeal I felt like T-Mobile gave me no help even though I had been a loyal, promoting customer for more than 7 years. I learned that each store can act as their own entity telling you whatever they want, not sure if they get kick backs from selling insurance.
Since T-Mobile would do nothing for me I came to post here in hopes that someone else would avoid PHP or at least fully understand the service.
Thank you for reading this