T-Mobile - didn't receive replacement phones that paid for - poor service experience

# 8 for April 29, 2003

Complaints.com received the following on April 28, 2003:

From: Grisolia, Juan C [Email User]

RE: T-Mobile - didn't receive replacement phones that paid for - poor service experience

I started my service with T-mobile on this two accounts last year, with a one year commitment contract which expired in April 2003. Under the Handset replacement plan, I requested to get both of my phone replaced with new handsets due to the fact that both phone where not functioning properly. I never received the new or refurbished handsets I was promised so I went to a T-Mobile stores and not only purchased two new handsets but renew a 1 year contract effective until Apr 2004.

On my April bill I was charged $200 for restocking fees because I never returned my non functional handsets (even without receiving the working phones). I called T-Mobile and Mr. Jacob ID#1724464 (Mr.. Jacob did not wanted to disclose his last name) With a bad attitude disconnected both my lines because he told me that I need to pay the full amount after me telling him that I will pay the service charge but not the restocking fees due to the fact that the postal service was involved investigating this issue.

I was never happy with the company's customer service and service, and I never wanted to renew a contract with them but I was forced to do because I need it to buy new phones because they never sent the replacements. I checked the United States postal service web site and the package shows delivered on Jan 24th.

I am very upset with the fact that the company T-Mobile does not care that I bought new phone because they never sent the promised replacement phones and I don't feel I need to pay anything that I wasn't provided with. Finally what I will like the resolution to be is not being charge for service (in this case the phones) that I didn't received.