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Their customer service is horrible.... before I bought a full price phone they said all it takes to unlock it is one phone call and that was one rep on the phone and one at store.... Long story short I got the phone and I`m leaving in two day for a longer period of time so I need my phone with me but they cannot process my request and leave me without a device even though I`m paying the $500 for it. Their excuse was that their reps don`t know the policy and their genius manager suggested I use skype over wi`fi for my call for over a month... ARE YOU KIDDING ME?!?!? Well, let me suggest you something - take your stupid phone back because I`m done with Tmobile

I have been trying to pre order my HTC One said it became available on gee tmobile web site. The process sounded simple enough. $99 down then $20 a month for two years. As a web special you get a free cat kit. I have called tmobile countless times and been told different stories on each contact. The stories have ranged from a known system issue that will be resolved shortly to existing customers are not eligible for this offer to my personal favorite that we first needed to change my rate plan and that would resolve the issue. Keep in mind that the first step in three upgrade process is to select your rate plan. I can understand that front line agents are not always the most knowledgeable and educated individuals. Knowing this I quickly escalated to cancellations. Cancellations is supposed to be their very best representatives and equipped to resolve and save customer face. All I can say is my experience with each off them was more infuriating. Out of all the lies that poured from their mouths was one that flat out lied staying he would call on a specific day and time. No worries folks, I want holding my breath for that one. Where do they get these people. After telling this rep that I was overtures, frustrated and in a fowl mood he had the audacity to tell me how wonderful he was doing. To finalize the situation: RUN! If you have any other carrier that works in your area check them out. Not only does tmobile not offer handset discounts to long time customers bit they no longer anything resembling quality customer service. I have worked in customer service for over 15 years and have never encountered this level of service or the lack there of. W.E.H. Rockford OK.

I was passed from my initial contact to 4 different people before being given an number to call to change my service. I was finally able to do so after 45 minutes of incompetence! Worst Worst Worst EVER!

Horrible customer care reps. They say something, write something else, give some other solution that will never work and charge you something else. They are crooks when you leave their service.