This e-mail is English, just to make sure anybody can read it. I am informing T-mobile, because I think they should be aware of the bad service and near fraudulent procedures. I will also forward this story to consumer oriented programs like Tros Radar to find out if there are more complaints like this. The promise: a new phone within 24 hours, it is now 5 days and I still do not have one and I am pushed to accept an inferior phone.
The customer journey:
In order to file my claim I had to create an account in a buggy site that can not remember your username even though it is filled in, which results in time outs and having to wait hours before you can restart.
At this point you're directed through a series of questionnaires all asking for the same information over and over again and also giving time outs which result in even more repetitive tasks. I wonder how many people drop off at this stage. It seems to me it is intended to scare customers away.
When you're finally done and you plan your pick up, you're asked to fill in the same questions again in writing! This document is full of wording, that threatens with legal action in case you make a mistake in filing your claim. Really questionable procedure again and only intended to scare away customers.
But after going through all that and choosing a pick up date, my phone has been collected. I expected to get an update on the status of my claim sooner (it is not hard to inspect), so I decided to call.
I just understood after calling support, that my claim has been rewarded and I am entitled to a new phone. It wasn't easy to get this information, I had to push to get your support person to look up my claim.
Still I thought that's finally great news after spending hours on filing the insurance case. So I expected to have my new phone before 12:00 AM the next day as you promise to your customers.
However I am told, that my phone is not in stock and I should check for the next 2 days if that changes. You can not give me any insight into when you may get this phone on stock again. Really quite unacceptable compared to what you promise customers
So I ask what the alternatives are. I am told those are accepting a similar phone (but the phones offered are either not similar or have 50% of the storage capacity), or I can get my old phone back (great suggestion) or I can wait.
What I really am disgusted about apart from the above tactics is the fact you are making your stock problem my problem by offering phones of lower quality or cheaper versions. You could also offer me those phones temporarily or with a refund or you could offer me a better similar phone, which at least would show you take responsibility for your own problems. However I am pretty sure you know this all to well.
So my conclusion is that this again is intentional and in fact makes you act in a fraudulent manner. I suggest you come back to me today with a reasonable alternative.