Originally Posted by OregonAmy
Could you be more specific?
Okay, its a long story and I am most likely leaving out details because I am tired.
Last March we bought a T-Mobile family plan and I bought the pink Razr a.k.a piece of crap. A few weeks into our service I noticed some funny things going on with my phone. Other people were saying that they were hearing noises when talking to me but I never really heard it (not until a few months later when it got really bad). After a few months of thinking it would just go away it just kept getting worse and my phone would buzz and go white-blank about every other day. I did some research and found that the pink razr had been recalled because of malfunctions and poor manufacturing. So we called into T-Mobile to let them know what was going on and we were promised a new razr. We received a USED razr without the back piece and the battery. We called back and spoke to another person and they told us to send it back and they would send, for a second time, a new phone. We would send in my phone once we received the new one. Again we got a beaten up used phone. We called again and again sent that one back and they said they would send us another NEW razr. Three weeks passed and no phone. So we called in and apparently they had just forgotten to send it out. A week after that and I received my third used razr, no battery, no backplate.
Finally, my bf and were just livid and called cust service and they then had the nerve to tell us that it wasn't their policy to give out new phones and basically said that we were lying when we told them that their own reps had promised us a new phone replacement and none of our previous phone conversations with other reps were 'in their notes'. They said their policy was to replace phones with a "New or Like New" phone. When I asked for a new one, they kept repeating "New or LIKE NEW" and refused to explain why they advertise new phone replacements. So by then I had two phones, my original defective one and this third replacement that was worn in places and was very obviously used. I also had no idea if this phone had been or is still defective as well and when I asked T-Mobile reps they claimed they had no idea and didnt seem to care. I paid over $130.00 for a new razr and they flat out refused to replace my defective new phone with an equal exchange of a new non-defective phone.
(I had also planned on contacting Motorola myself but they told me that they are the middle-man for these things and that it would take a long time to get any kind of replacement from them. We called the phone number for Motorola that they gave us anyway and they were pretty much like Its T-Mobiles problem).
So, I just felt completely defeated at this point having looked online and found numerous similar complaints about T-Mobile and their razr. I was hoping to write to the president of the company and get this taken care of but no one seems to care at all. After a few weeks of trying to figure out what I wanted to do, I finally had the time/energy to start switching all of my contact info/etc. over to the new/used phone. We were going to send the original one back and ask that they send me all of my wallpaper/ringtones that I had purchased from T-Mobile (they lock it so you cannot get it off yourself). Then this past week I get our bill in the mail and they are charging us $200.00 for the USED phone they sent!! Immediately my bf calls to tell them that we have the original and are just getting all of the info switched but they say that its too late and now they just want the money. We are NOT paying them a single cent for all of this hassle. We have been dealing with this for the greater part of a year and we have been called liars, thieves and stupid from their reps and have been lied to by T-Mobile so many times it makes my head spin.
Well thats the story and why I find T-Mobile to be the most dishonest company I have ever dealt with. I never wanted an upgrade of my phone or free stuff. Having been thrilled to buy this phone, I just wanted an equal exchange of a new razr for a new razr. I have also purchased hundreds of dollars of accessories for the razr that would be completely useless without it. I think for my investment of about $500 into T-Mobiles phones and accessories plus a one-year $79.00/Month family plan we would be treated a little better than this. If you do some research on T-Mobile you will find similar complaints of bilking money from customers. So yeah, F-T-Mobile.
Sorry so long...I am getting upset just typing all of this as it has yet to be resolved.