T-Mobile - new Motorola C332 didn't work properly - new phone replaced with used phone

# 1 for July 15, 2003

Complaints.com received the following on July 14, 2003:

From:

RE: T-Mobile - new Motorola C332 didn't work properly - new phone replaced with used phone

Back in April T Mobile sent me some coupons to refer a friend to T-Mobile as well as a letter explaining how their employee day program works. The letter goes on to state and I quote “With T-Mobile you simply GET MORE”. I must tell you that this statement could be taken many ways. From my perspective, I can tell you what I have gotten more of with T-Mobile and that is poor service, more poor service than I have experienced with any cell phone company ever. I have held on to the coupons and the letter about the employee day program because I thought I might actually take them up on the offers. I work for an airline and we are always looking for great deals to pass on to our employees. In fact, at this time, we offer our employees a wonderful discount program with Cingular Wireless and we have another plan in the works with Nextel. With our employees bases all over the Continental US as well as on the Caribbean Islands you can understand that having more than one plan to offer to our employees is vital. I have the Motorola C332 which I bought from a T-Mobile store and let me tell you this phone is not worth much due to the many problems it has. I have attempted to have the problem rectified and have not been successful. I purchased a brand new Motorola C332 phone that has issues. On two occasions, I have had another Motorola C332 shipped to my home as a replacement. The replacement phones have turned out to have more issues than the original phone I had purchased. I received the last refurbished phone last week just before I left for a road trip with my 20-month-old twins.

We were on the road for 4 days with a phone that was unreliable and barely functioning. Upon returning, I called T-Mobile customer service from a payphone and they offered to mail me out yet another refurbished phone. I had driven to a local T Mobile store in hopes that I could just swap my Motorola C332 for another of the same thinking maybe a new pone would make a difference. The store was closed at the time so I drove down the road and found a pay phone to call T-Mobile. I purchased one brand new Motorola C332 and it did not work properly. On two occasions, I was mailed a used/refurbished phone that was supposed to be the end of my problems yet I am still dealing with hassles daily. A T-Mobile representative offered to give me a different model of phone for free if I signed a new contract for 1 year. Why would I want to sign another contract for another year when T-Mobile has not been able to provide me with the service I have been paying for already for 8 months?

The customer service representative also told me that my phone is under warranty for 1 year. Could you please tell me where in my warranty it states that you have the right to replace my phone with a used phone? I did not purchase a used phone why would you replace my phone with a used phone? Is it T-Mobile I have a contract with or Salvation Army?