I ordered a refurbished phone from Tmobile 4 months ago, it had charging issues and also overheated when I used gps. I called tmobile support a couple weeks ago aNd was told to remove the sd card, it that didn't help, to take the phone to a store and do a reset. I did. The rep at the store said the sd card had nothing to do with it. The reset didn't help, so I went to another store and a rep explained the replacement process and that I would be receiving a replacement in a couple days and to send my phone back in the box I received. A couple days later with no phone and the check order part of t-mobile.com not working I did online chat where that rep told me the in store rep was wrong, I have a prepaid phone so I have to pay to ship mine back first. Ok I just lost a couple days waiting. So I took my SIM card out and shipped my phone to the address she provided. A week later I receive a replacement phone with no back and no battery. I called support again and was transferred to FIVE different people. One said go into a store, they can help, but I told him the last rep I online chatted with told me that since I ordered this online from tmobile and I have a prepaid account, stores cannot help me. The fifth person, who identified himself as "supervisor John" said they give disclosures explaining not to send the battery or back to the repair address so they cannot help me, they don't carry those parts and I would have to contact the manufacturer to purchase the parts missing. It doesn't matter that I have a printout of the online chat where she Did NOT say to keep the battery or back. Now I have to go buy new parts to use my phone replaced under warranty. My friends who were in the room with me during the 50 minute call yesterday who use AT&T and Straight Talk said they've Never heard anything like the horrible service Tmobile has provided me after years of me being a loyal customer. Looks like I'll be spending my weekend researching a new carrier!!!
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