I have bought a bundle which includes iphone 6s. The phone was defected and I asked to change for the refurbished phone one month after a purchase. I was informed that refurbished phone will be of the same 'age'. However, I received instead very old phone with scratches and which did not work properly (blinking). Customer service arranged again the change and I received new iphone with BLOCKED APPLE ID!!!
I can not use the phone, I was wrongly directed by customer service in the beginning (advises were to contact shop and apple support, who sent me back to T-Mobile customer service). At the end it was decided to exchange for the sealed phone, but procedure needs to be created because technical department can NOT do anything when APPLE ID IS BLOCKED! It is unbelievable situation!!!
For now customer service has been resolving such a simple issue almost for one month. They can not reply to me when it could be possible to exchange the phone again, due to that is in technical department hands. I could not use my new phone, neither majority of features and internet due to mistakes made by T-Mobile (only calls and barely internet). I received the bill for this month for more than 80 euro (bundle cost 78 euro/month) and I am asking at least for a discount due to situation explained before. I am not going to pay for my stress and wasted time!!!
If situation will not be solved in coming days, I have to cancel the bundle and will bring the blocked phone back to the nearest T-Mobile shop. This situation drastically affecting my private and business plans. I can not wait any longer, it causes me a lot of stress, money and disappointment. I am the customer with a good history for more than 5 years and did not expect such problems.
At the end I could not even officially submit a complain due to website do not recognize my phone number
P.S. Sorry for mistake in the topic. Shall be: Bundle agreement cancellation due to T-Mobile mistake
Beste antwoord door David
What an unbelievably frustrating situation, I understand completely that you're completely bummed out by this.
In our systems I see that you've had contact with my colleagues today again. Unfortunately we're not able to speed this up at the moment and have to wait for the response of the department that are dealing with your case. As soon as they have a solution, they will contact you immediately and resolve the matter with you. I also see that my colleague has given you a discount for all your trouble and hassle.
I'd like to apologize for the issues you're experiencing, but I'm sure that it will be resolved quite soon! If you have any further questions for us or if we can help you with anything, don't hesitate to ask!