Ive been a customer since Voicestream. Ive never had too many issues until 5g.
I called in because my service had performance issues. I was told my s6 was too old? I was told I could trade it in, for a new Revel 5g for free. So I said ok. I got the Revel, and it was junk right out the box. I also wasnt provided any labels for returning my phone. I called and asked for labels several times. Finally I was told "just keep it" then, Revel after only 2 or 3 months just had horrible service, tmobile said they would send me a new phone free. I got A32. Awful. Poor reception, terrible wifi, poor screen response awful memory and system and disgusting amount of bloatware takes up full 1/3 of advertised memory which is bull$#*!.
So heres where it gets nasty.
Tmobile uses foreign countries for customer service. The folks have very heavy accents, dont listen to even 1 goddamned word you have to say, and are barely understandable. They also apparently will openly lie, because they are incentives to sell phones, and zero consequences for being dishonest.
Heres where Im at...
I still have my S6. They never sent return label. Now, their story has completely changed, and they claim they never have mailed labels, and I had only 20 days to return phone, so..." theres nothing they can do" I have been charged full price of Revel, remember it was supposed to be a free trade. I have also been charged for the A32 which, was supposed to be the replacement for the dead Revel. And get this... after complaining, I was told that "all they can do is accept the A32 being returned, and they wont CONTINUE CHARGING ME FOR IT, but all, Ive been charged will not be credited or refunded" which would then leave me with no phone, but a phone bill, and Ive been extorted into paying for 2 phones. So too CONTINUE SERVICE, I WOULD THEN NEED TO PURCHASE A WHOLE ANOTHER PHONE...
Oh... and the kicker of it all, turns out theres no 5g towers near me, so tmobile was full of $#*! from the get go. It was their bad service not my s6 that needed upgrading.