At this very moment I am thoroughly disgusted with T-Mobile. Normally, I have nothing but glowing reviews for T-Mobile and their service. After all, I have been a customer of theirs since July of 2004, and have purchased four different cell phones through them (I’ve had five total, but one of those, the SideKick II, was purchased secondhand from an online friend). I talked my mother into signing up with them, my father into signing up with them, and my husband into joining a family plan with me.
But after today’s runaround with three phone representatives and two supervisors, I am feeling pretty disillusioned about T-Mobile. My husband has a black T-Mobile G1 that is approximately six weeks old. Last night, he noticed a crack had developed on it. It runs vertically from the menu button down to the back arrow button (here’s a picture of the front of the phone). This phone has never been dropped, stepped on, sat on, exposed to water or any other type of environment or situation that could cause such a crack to occur. Since the phone is only six weeks old, silly me assumed that T-Mobile would step up to the plate to replace what is obviously a defective phone.
However, you know what they say about assumptions. After two hours on the phone with T-Mobile, the bottom line is they are claiming that we caused the damage, even if it was accidental. Our options? File a claim through the insurance and pay $130 for a replacement, or request that T-Mobile themselves replace it, and pay them a $100 “out of warranty” fee.
So to anyone who has a T-Mobile phone or might be getting one, heed my warning: unless spontaneous damage/cracks/defects occur within the first two weeks of phone ownership, you are SOL. T-Mobile is very quick to talk the talk about how great they are and how they satisfy their customers, but the truth is that they only care about money, and will do as much as possible in order to pay out as little as possible.
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I have never had a problem with T-mobile. I suggest checking out cnn.cn. They sell housing for the G1, and while it is $80, it is $20 less than the out of warranty price T-mobile is trying to charge you, and $70 cheaper than the insurance cost. I am sure you can find instructions on how to install it somewhere online. Also try calling back, a different CSR might be willing to actually do the exchange, they all will give different answers.