To all Tmobile customers, although the company claims to have a JD Power highest corporate customer service, IMHO they are by far the worst I have evr seen.
In fact based upon several phone contacts with them in order to exchange two HTC Phones the customer service department claims that the phones cannot be returned nor will they provide any credit. Having spoken to a rep and then a supervisor it is apparent that they are "dug in" and will not provide the customer with any changes and or compensation for phones that have been rated as very poor throughout the country. TMobile knows these phones are inoperable and in fact some of the problems are 1.....the battery life is very poor even when not in use. A host of dropped calls 5-10 typically on a good day. Text messaging that alerts you the day after the actual text is sent. This is an absolute horrific and dangerous application should you ever have an emergency situation.
Customer service doesn't care if you know about the issues with the HTC phones and or that HTC ispresently in a Class Action lawsuit.
If you want out of your contract contact the legal department or file a lawsuit in your local area for breach of contract and failure to show a "good faith" effort to fix the myriad of issues.
This is likely a company whereby their customer service or lack of it will be their demise. Again file a lawsuit and complain to the legal department. I cannot speak for the other phones they typically shove down your throat or give away as part of a package however, when one spends $600.00 for the elite and most expensive phone in their inventory and it doesn't work the customer has a right to return it and receive full credit. In the end the failure of tmobiles stand on refusing to stand by the products they sell will result in the company being downsized and eventually bought out by either ATnT or Sprint especiially since TMobile does not have 4G.
Bottom line, cancel your contract and go month or as I mentioned contact legal and ask to be withdrawn from your contract.
Horrific customer service and they don't need to be compensated for it.