Hello all,
First I would like to say there is no where on T-Mobile website for complaints. I think every company should have a complaint page for their customers to see how the company is doing. The companies that do not have a complaint page will never receive an A in customer service but will receive an F with BBB (Better Business Bureau), especially when all cellphones companies are fighting to be number 1.
With that said I will now tell you about my complaint.
I visited the T-Mobile store in Midlothian, VA in the Swift Creek location. I brought in my iPhone 5c that I only had for 3 months to be looked at because my flashlight on my phone was not working neither was my flash for picture taking. The customer associate that I communicated with and was very nice and Helpful was Tyler. He first tried to trouble shoot the issue his self then he decided that this wasn't anything that could be fixed. He then pulled up my account to obtain some information and found that I could just receive another one through my warranty. The issue came when the system for warranty trade popped up on the computer that my phone warranty was outdated. Mind you the iPhone 5c has not even been out for a year yet and I only had it for three months. Tyler then had a questioning attitude and decided to escalate the situation by calling the customer care support center. The caller that Tyler spoke with was Fi Ib. She stated that I needed to go all the way to the iPhone store that is located 45 mins away which is about 25 miles so that they could deal with the issue through the warranty. Tyler then decided to act on my behalf and recommend that it would not be in the best interest of the customer that we sold the phone to and promised her a warranty that we cannot support while inconveniencing the customer for all of this when she is in the store now. Long story short, Fina gave some story that there is an issue with the iPhones crossing over correctly in T-Mobile system and shows the incorrect IMEI on their end. On Tyler computer it was correct and matched my phone IMEI. Fina still advised that I (customer) go to the iPhone store and let them trade it in under the warranty because its a known T-Mobile issue. So, thanks for inconveniencing me while I drive across town to deal with an issue that is really still T-Mobile's problem. FYI, this public information could of been avoided if you had a complaints page that the company could only view. But the Wow factor and true Star that made me not loose my cool was Tyler, he fought for what was right because he knew that it was bad customer service. THop282