I will start by saying I wish I had this in video format and recorded. And all I wanted was a comparable replacement phone and not the MDA.. and I was polite until 2 hours into the process 
Start time 1:00pm - head to the T-Mobile store (corporate mind you) - I tell them that my 2 MDA Phones (that are just over 2 months old) are having major issues - they can’t offer anything because they say “call the 800 number they will give you a better deal” I am already on my second MDA - see my post from a while back about the top 10 reasons the MDA sucks.
So I get home at 2:00pm - call the 800 number - tell the customer not service rep all the issues that we are having with my wifes phone along with my MDA - she says they can give me the T-Mobile Blackberry Pearl for $149 (for each phone totaling $300 for both - remember this for later) - I tell her that is unacceptable as I just paid over $400 for my two MDAs about 6 months ago - she then tells me there is some replacement program for the MDA and that they can potentially offer a T-Mobile DASH as a replacement - great, send me over to that department so they can help I tell her - she transfers me to tech support - I go into my story again as how much the MDA is constantly locking up, having issues, telling her that I have to remove the battery once/day at this rate it’s so bad - then we got disconnected… UGH!
time: 2:40pm - I call back - after waiting another 19 minutes -
time: 2:59pm - I finally get a guy on the phone to help - I go through the whole story again (it should be in the notes I would think but I do anyway) - basically telling him I want the replacement deal they have going - after a few minutes, he tells me they have that but it’s only after you have had your MDA replaced 3 TIMES - are you KIDDING ME - this MDA is a freaking hunk of junk and now I have to get 3 of them to prove it before they will replace it with another phone? - I tell him I want to cancel - he doesn’t hesitate and then sends me to the retention dept. -
time: 3:20pm - I get the girl to “help me” with my issues - I go into this whole deal again - this time she offers to “keep me happy” by offering me the “T-Mobile Blackberry Pearl” for just $199/phone - AWESOME - $50 more per phone than the 1st customer service monkey gave me - I love it. And since I am a Platinum customer (over 4 years) I get the same cost as a new customer - she says that’s the best they can do and I can’t get any better - then I tell her to cancel me - she then says are you sure, it’s like $200+ in termination fees - UGH - I tell her I want a replacement of the MDA with the DASH - she sends me back to MDA Tech support -
time: 4:00pm - I get the tech guy on - go thru all the crap again - he says the whole “You have to have 3 MDAs before we can offer a DASH replacement” line - so then I get a supervisor at the tech support on the line - he says “oh we have hundreds of these calls, I can’t just replace it for you (the MDA with the DASH), we have to follow procedure.” After 20 more min I caved in and said OK, send me a replacement - I am already on my second MDA - when I get that one I will return it for the DASH - “I would suggest you do that sir” he says. Are you KIDDING ME??? So I have to do that for my wife’s phone too since she is still on her 1st MDA? “Yes. you will have to do that sir” - he then processes my order for a return and gives me a conf number. “I will transfer you back so we can replace your wife’s MDA now sir - …. then we get disconnected AGAIN…
time: 4:30pm - we call back to get Tech support - this time my wife gets on the phone since we still have to do her exchange - she gets a nice tech support girl on the phone - after 20 mins on the phone she comes upstairs as my migraine is so bad now I couldn’t call back again, she says, “You aren’t going to believe this, they are sending me a DASH - the girl told me that they have the right to do an flat out exchange for any MDA - and that having to do something 3 times is ridiculous”
ARE YOU KIDDING ME??!! I was so ticked - now 4 TMobile folks have lied to me about this whole “go thru it 3 times” crap - You better believe I am sending in this MDA I get to them ASAP. What a bunch of crap. Talk about CONSISTENCY!!
Way to go Customer Service!! I still don’t get why the Corp Store can’t help at all in these type matters - but that’s another issue - LOL
Posted January 31, 2007 
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